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PMS Connection Errors

Troubleshooting guide for Property Management System (PMS) connection issues.

Common Error Messages​

ErrorMeaning
"Please fill all required PMS fields"Missing required credentials
"Failed to save PMS Integration"Connection or authentication error
"Unable to communicate with the property management system"Network or API issue

Connection Failed​

What you see: Error message when clicking Connect

Check These First​

  1. Verify credentials are correct

    • Double-check your API key or client credentials
    • Ensure no extra spaces before/after credentials
    • Confirm credentials have not expired

  2. Confirm API permissions

    • Log in to your PMS admin portal
    • Verify API access is enabled for your account
    • Check that integration permissions are granted

  3. Check internet connection

    • Try refreshing the page
    • Test other parts of AVA to confirm connectivity

Try This​

  1. Go to Settings → Essentials
  2. Click Disconnect (if connected)
  3. Wait 30 seconds
  4. Re-enter your credentials
  5. Click Connect again

Reservations Not Syncing​

What you see: No reservations appear after connecting, or reservations are missing

Quick Fixes​

  1. Click Refresh in the Operations View
  2. Wait 5-10 minutes for initial sync to complete
  3. Verify reservations exist in your PMS for today's date

Check PMS Settings​

  1. Go to Settings → Essentials
  2. Scroll to PMS Integration section
  3. Verify the connection status shows "Connected"
  4. Check sync settings are configured correctly

Still Not Working?​

  • Confirm the reservation dates match the dates you're viewing in AVA
  • Check that the reservation status in PMS allows syncing (confirmed, not cancelled)
  • Verify guest count is greater than 0

Sync Delays​

What you see: Reservations appear with a delay

Normal Behavior​

Most PMS systems sync every 5-15 minutes. Real-time sync availability depends on:

  • Your PMS plan level
  • The specific PMS provider

Reduce Delays​

  1. Use manual refresh when needed
  2. Contact your PMS provider about real-time API access
  3. Schedule sync during low-activity periods

Authentication Errors​

What you see: "Invalid credentials" or "Authentication failed"

For Cloudbeds​

  1. Log in to Cloudbeds
  2. Go to Settings → Integrations → API
  3. Generate new API credentials
  4. Copy credentials exactly (use copy button if available)
  5. Paste into AVA without modifications

For Opera Cloud​

  1. Contact your Oracle representative
  2. Request API credential refresh
  3. Verify environment URL is correct (test vs production)

For Mews​

  1. Log in to Mews Commander
  2. Go to Settings → Integrations
  3. Find Vouch AVA and regenerate access token
  4. Update token in AVA settings

When to Contact Support​

Contact support if:

  • You've tried all troubleshooting steps
  • Error messages reference system errors or technical issues
  • PMS changes are not reflected after 30 minutes

Email: success@vouch-technologies.com

Include:

  • Screenshot of error message
  • PMS type (Cloudbeds/Opera/Mews)
  • Time issue started
  • Steps you've already tried