PMS Connection Errors

Quick Check

Most connection issues take 5-10 minutes to confirm. If you see a 429, wait for the retry time before trying again.

Use this guide when AVA cannot connect, shows a temporary limit, or reports a PMS refusal.

Automatic Retry

AVA now retries some short PMS read requests automatically, including one short reservation-lookup rate limit. Mews read requests that return 408 also use the read retry path. Mews requests use a bounded retry window, so a slow PMS does not keep Housekeeping waiting indefinitely. Opera OAuth also retries one transient timeout or gateway error. During check-in, AVA retries temporary reservation conflicts and PMS rate limits during reservation lookup, room assignment, and final check-in. Opera guest updates also retry temporary reservation locks. Mews recovery requests retry a temporary operation-conflict 403 automatically. These retries can add several seconds before AVA shows an error. You may not see a one-time network error. Cloudbeds webhook credential failures are not retried automatically.

Preserved PMS messages

If AVA shows a specific PMS error during refresh, use that message. Streamliner keeps the original PMS response instead of replacing it with a generic technical error.

Common Error Messages

Error	Meaning	Do This
"Please fill all required PMS fields"	A required field is missing for the selected PMS	Complete the required fields shown for that provider
"Failed to save PMS Integration"	Connection or authentication error	Recheck your PMS account and permissions
"Failed to save settings before connecting"	Another Essentials setting failed before OAuth started	Read the full message, fix that setting, then connect again
"Unable to communicate with the property management system"	Network or API issue	Refresh once, then test the connection again
PMS_TEMPORARILY_UNAVAILABLE	The PMS did not answer during room assignment	Check the PMS, wait briefly, then retry room assignment once
PMS_ROOM_UNAVAILABLE	The selected room is unavailable for the stay	Choose another room or dates, refresh AVA, then retry once
PMS_RESERVATION_NO_AVAILABILITY	No rooms of the selected type are available for the stay	Choose another room type or dates, refresh AVA, then retry once
"Self check-in is not available at this property right now"	The property is not provisioned for guest check-in	Ask an administrator to connect the PMS or complete AVA PMS setup
"429" or "rate limited"	The PMS or AVA's own request budget asked you to retry later	Wait while AVA retries check-in actions, or follow the retry time shown
"409" or "Conflict"	The PMS refused the action because the reservation state or request is not allowed	Read the PMS reason, correct the reservation, then retry once
"403" with "Conflicting operation is being performed"	Mews is temporarily processing another operation	Wait briefly while AVA retries, then retry the affected step if needed
PMS_RESERVATION_MUTATION_IN_PROGRESS	A short PMS reservation update overlaps with room assignment or final check-in	Wait briefly, refresh the reservation, then retry the affected step once
PMS_ROOM_ASSIGNMENT_OUTCOME_UNKNOWN	The PMS may have changed a room, but AVA cannot verify the final assignment	Do not retry; verify the room and rate in the PMS, then use the explicit room refresh before handing over keys
"Cannot check in reservation because assigned space is blocked"	Mews has blocked the assigned space	Assign an available space in Mews, then retry check-in
"Assigned space is not available for check-in"	Mews requires an inspected space before check-in	Assign an inspected space in Mews, then retry check-in
"502" or "Bad Gateway"	Cloudbeds, Opera, or another PMS failed during a read or write	Read the cause, refresh once, then retry the action
"ava-pms returned 500 with an HTML error page"	An upstream gateway returned a temporary webpage instead of a PMS response	Refresh once, then check the PMS and contact support if it returns
"503" or "Service Unavailable"	A PMS or network service could not complete the request temporarily	Check the PMS state, refresh once, then retry the action
Mews API Error: Transaction has timed out.	Mews did not complete an inventory read before its retry window ended	Check Mews, refresh Housekeeping, then contact support if it continues
504 Mews view-billing deadline exceeded	Mews billing details did not arrive before AVA's billing-read limit	Review the stored balance, compare it with Mews, then refresh once
"non-reservations payload"	eZee returned a website or another response instead of reservation data	Check the eZee Base URL and leave it empty for the standard API
"Unsupported Cloudbeds version"	The request selected retired Cloudbeds v1 or v2	Remove the version pin, then start a new connection
"You don't have access to property ID"	Cloudbeds blocked the property	Confirm the correct Cloudbeds property, then retry after access is restored
"success:false" without an app-disconnected message	Cloudbeds returned a provider-specific failure	Read the full message, then follow the relevant Cloudbeds recovery steps
"Application is not available to be connected"	The property disconnected the AVA app in Cloudbeds	Re-authorize Cloudbeds for the property, then retry
"webhook credentials rejected"	Cloudbeds accepted the login but rejected webhook setup	Reconnect Cloudbeds and save the settings again
"PMS cache unavailable" or a cache invalidation error	AVA could not confirm the new PMS settings across its services	Wait one minute, then save again; contact support if it repeats
Settings save fails after some work completes	A downstream step or cache refresh failed after another write finished	Check the PMS before retrying, then refresh AVA
"Configuration is temporarily unavailable"	Command Center could not retrieve complete hotel configuration	Refresh, sign in again if asked, then ask an administrator to check access
611 or "Invalid Auth Code or Hotel Code"	eZee rejected an older credential snapshot after a credential change	Save the matching Hotel Code and Auth Code, then retry once
"reservationOverlapTo must be greater than reservationOverlapFrom"	The PMS rejected the stayover overlap window	Update the overlap values in your PMS, then refresh

Temporary Connection Glitch

What you see: A one-time connection error, timeout, or blank response.

Why this happens: AVA retries some short PMS read requests automatically. It also retries one transient Opera OAuth failure. A timeout or gateway error can take time before showing an error while AVA retries. Mews retries stop within a bounded window instead of continuing through a long retry ladder. On Opera, a dropped housekeeping read or write can show up as a 502.

Fix:

1. Refresh the page once.

2. Try the action again.

3. If it keeps failing, check the PMS connection.

4. If the same error keeps returning, contact support.

   ✓ One-off glitches often clear without any setting changes.

Command Center Cannot Verify Configuration

What you see: Command Center shows Configuration is temporarily unavailable.

Why this happens: AVA could not retrieve the hotel's complete configuration. The cause may be missing access or a temporary upstream configuration outage. AVA does not treat this failure as incomplete PMS setup.

Fix:

1. Refresh Command Center once.

2. Sign in again if AVA asks you to.

3. Ask an administrator to confirm your access to the hotel's configuration.

4. Try again later if the service is temporarily unavailable.

5. Contact support if the alert continues.

   ✓ The PMS setup message appears only after AVA retrieves complete configuration.

PMS Is Temporarily Unavailable During Room Assignment

What you see: Room assignment shows a temporary PMS-unavailable message.

Why this happens: The PMS did not answer a room-assignment request in time. For Cloudbeds, AVA also validates live occupancy for each matching room and stay-date segment. AVA records the attempt as retryable and does not replay the mutation automatically.

Fix:

1. Check the PMS status and open the reservation there.

2. Confirm the room assignment did not complete before retrying.

3. Refresh the reservation in AVA.

4. Retry room assignment once.

   ✓ AVA should assign the room or show a specific room-readiness reason.

For Cloudbeds multi-room bookings, retry after a temporary error only when the reservation and room status look correct. AVA should then evaluate the affected room and stay dates before assigning it.

AVA does not send a room-not-ready email for this outage. The notification slot remains available if a later check confirms the room is not ready.

Do not repeat an unclear write

Check the reservation in your PMS before retrying any action with an unclear result.

PMS Request Takes Too Long

What you see: A PMS action waits, then shows a timeout or connection error.

Why this happens: AVA stops waiting after 60 seconds for requests without a tighter limit. Some reservation and capability reads use shorter limits. Mews billing reads use a 40-second limit with shorter attempts. This prevents one slow PMS response from keeping a reservation action open indefinitely.

Fix:

1. Wait for the timeout message to appear.

2. Refresh the reservation or page before trying again.

3. Check the reservation in your PMS before repeating a write action.

4. Retry the action once.

5. Contact support if the timeout returns.

   ✓ The PMS action should either complete or return a clear error within about one minute.

Check before retrying

Do not repeat a reservation update while the result is unclear. Confirm the reservation state in your PMS first, then retry once.

Mews billing refresh reaches its limit

What you see: AVA shows 504 Mews view-billing deadline exceeded during self check-in or a billing refresh.

Why this happens: Mews did not return fresh billing details before the billing-read limit. AVA can show the stored billing snapshot so the check-in flow does not wait indefinitely.

Fix:

1. Compare the displayed balance with the complete invoice in Mews.

2. Refresh the reservation in AVA once.

3. Do not collect an amount that Mews does not confirm.

4. Ask front-desk staff to complete the check-in if the balance remains unclear.

5. Contact support if the timeout keeps returning.

   ✓ A temporary Mews billing delay should return a clear result instead of leaving check-in waiting.

Mews housekeeping read times out

What you see: Housekeeping shows a Mews timeout, such as Transaction has timed out.

Why this happens: Mews did not complete an inventory read before AVA's bounded retry window ended. AVA now shows the Mews cause instead of returning an empty or misleading room list.

Fix:

1. Check Mews Commander for an active outage or slow response.

2. Refresh Housekeeping after Mews responds normally.

3. Do not treat an empty room list as proof that rooms are unavailable.

4. Contact support if the timeout continues after Mews recovers.

   ✓ Housekeeping should load the latest room inventory after the Mews read succeeds.

Direct-sale payment posting is uncertain

What you see: A direct-sale payment times out, or AVA cannot confirm the PMS posting.

Why this happens: The PMS may have received the request before the timeout appeared. AVA protects dispatched and uncertain payments from duplicate posting.

Fix:

1. Open the reservation in your PMS.

2. Check whether the payment already appears in the correct folio.

3. Do not submit the payment again while the result is uncertain.

4. Refresh AVA after confirming the PMS result.

5. Contact support for reconciliation if the payment is missing or unclear.

   ✓ Preparation failures before dispatch can recover from a later paid notification.

Do not manually post a second payment

An uncertain PMS response does not prove that the payment failed. Wait for reconciliation before trying again.

A PMS read uses a fallback

What you see: AVA continues with less detail after a PMS read takes too long.

Why this happens: Selected reads fail open so the guest or staff flow can continue. The fallback may show an un-enriched reservation or a simpler search result. Capability reads can temporarily report features as unavailable.

What you see	Why it happens	Fix
Reservation details look incomplete	Room-type details were not returned in time	Refresh the reservation and try again
Staff search shows fewer guest details	The profile search used a reservation-name fallback	Search again after refreshing the page
A date-dependent workflow shows the wrong date	The PMS business date was not returned in time	Refresh, then confirm the business date in your PMS
Group Checkout is missing	Capability data was unavailable during the read	Refresh, then check the PMS connection
A supported room move is refused	AVA could not confirm the required capability	Refresh, then retry once

Check the PMS before repeating a write

These fallbacks apply to reads. If a write times out, check the PMS before retrying it.

Opera Error Shows an Upstream Cause

What you see: An Opera action shows "Bad Gateway" or "Service Unavailable (503)".

Why this happens: Opera or its gateway returned a non-JSON error response. AVA shows short response text when available, or the HTTP status when it is empty.

Fix:

1. Read the full error message and note the status code.
2. If you are adding a sharer, check Opera before retrying.
3. For other actions, refresh AVA once, then retry.
4. Check Opera and AVA if the same error returns.
5. Contact support if the error continues.

Check sharers before retrying

AVA records Opera sharer creation progress. When all guests are checked in and no room move is pending, AVA returns the result without another Opera update. Pending room moves remain eligible for reconciliation. Wait briefly, refresh AVA, and check Opera before retrying. Do not create another sharer manually while the result is unclear.

An Opera sharer payment copy is unclear

What you see: The sharer exists, but AVA cannot confirm its copied payment method.

Why this happens: Opera's payment-copy request appends to the sharer reservation. The request may reach Opera before a timeout or network error appears. AVA reopens only confirmed pre-dispatch failures and explicit Opera rejections. Unclear outcomes stay quarantined to prevent duplicate payment methods.

Fix:

1. Refresh AVA once.

2. Open the sharer reservation in Opera.

3. Confirm whether the copied payment method is present.

4. Do not repeat the payment copy when Opera's result is unclear.

5. Contact support with the reservation details and full error message.

   ✓ Confirmed failures can retry safely on a later sharer operation.

Check Opera before retrying

Do not manually append a payment method after a timeout. Opera may have accepted the original request.

AVA-PMS Shows an HTML Error Summary

What you see: AVA shows a message such as ava-pms returned 500 with an HTML error page: 502 Bad Gateway.

Why this happens: An upstream gateway returned an HTML error page during a PMS request. AVA keeps the page title, but removes the webpage markup from the error.

Fix:

1. Refresh AVA once.

2. Check the reservation and PMS before repeating a reservation update.

3. Retry the action once after confirming the PMS state.

4. Contact support if the message returns.

   ✓ The error should show a short summary instead of a webpage.

PMS Refusal Shows as a Conflict

What you see: An action shows 409, "Conflict", or a specific PMS refusal. It no longer appears as a generic server error.

Why this happens: Your PMS rejected the action because a reservation rule failed. AVA keeps the upstream status and message so you can correct the cause. Most 409 responses are permanent for that request. The PMS_RESERVATION_MUTATION_IN_PROGRESS code is a temporary exception during guest updates, room assignment, or final check-in.

Fix:

1. Read the full PMS message.

2. Open the reservation in your PMS.

3. Correct the issue identified by the message.

4. For cancellation refusals, check whether the stay is checked in, due out, or checked out.

5. Complete required check-out steps in the PMS before retrying an in-house cancellation.

6. Refresh AVA.

7. Retry the action once.

8. If the PMS still refuses, complete the action in your PMS and contact support.

   ✓ AVA should show the updated reservation state after the PMS accepts the action.

PMS Availability Refusal

What you see: A room move or reservation edit says the room or room type is unavailable. The message may include PMS_ROOM_UNAVAILABLE or PMS_RESERVATION_NO_AVAILABILITY.

Why this happens: The PMS found a live availability conflict. Another reservation, an out-of-service block, or a booking in progress may use the room. The room type may also have no remaining inventory for the full stay.

Fix:

1. Open the reservation in your PMS.

2. Check the stay dates, assigned room, and room type.

3. Choose an available room or room type, if needed.

4. Refresh Streamliner.

5. Retry the room move or reservation edit once.

   ✓ AVA keeps the original assignment when the PMS refuses the destination.

AVA shows localized explanations in the room-change modal, reservation details, and check-in logs. For a swap, AVA moves the destination reservation back before restoring the source reservation. This keeps a failed swap from leaving either reservation in the wrong room.

Do not repeat an unavailable change

Repeatedly sending the same unavailable dates or room can produce the same refusal. Correct availability in the PMS first, then retry once.

Cloudbeds Assignment Result Is Unknown

What you see: A Cloudbeds room move or upgrade says the assignment result is unknown.

Why this happens: Cloudbeds may accept a room move without returning a complete response. AVA clears the unverified room and access state instead of showing the old assignment. It pauses background reads until an explicit refresh verifies the PMS result.

Fix:

1. Do not select the same room or swap plan again.

2. Open each affected booking in Cloudbeds.

3. Verify the room number, room type, dates, nightly rates, and stay total.

4. Use the explicit room refresh in AVA.

5. Do not hand over keys until AVA shows the PMS-confirmed room.

6. Contact support if any room or financial value remains unclear.

   ✓ AVA can clear stale assignments after the PMS state is confirmed.

Do not retry an unknown result

Retrying can create another room move while the first move is still unresolved. Verify Cloudbeds first, then use the explicit room refresh.

Reservation Mutation Is Still In Progress

What you see: A guest update, room assignment, or final check-in shows PMS_RESERVATION_MUTATION_IN_PROGRESS.

Why this happens: A PMS reservation update temporarily owns the reservation. This can happen after guest verification, a passport upload, a document upload, or another reservation update. For Opera final check-in, room assignment may already have succeeded before the lock appears. AVA retries this exact conflict up to four times with a short backoff.

Fix:

1. Wait briefly for the PMS update to finish.

2. Refresh the reservation in AVA.

3. Retry the affected step once.

   ✓ The affected step should continue after the reservation update finishes.

If the code remains after four attempts, AVA stops the write and returns the retryable conflict. Check the reservation in your PMS before trying again. Contact support if the conflict continues. Include the reservation number, PMS provider, and full error message.

Mews operation conflict is being retried

What you see: Mews returns 403 with "Conflicting operation is being performed at this time."

Why this happens: Mews briefly locks the reservation during another operation. This response does not mean Mews applied the rejected action. AVA waits briefly and retries the recovery request automatically.

Fix:

1. Wait for the current AVA action to finish.

2. Check the reservation in Mews if the action still shows an error.

3. Refresh AVA and retry the affected check-in step once.

   ✓ The guest move or check-in recovery should continue after Mews releases the lock.

Contact support if the same message continues after the retry.

Mews check-in state changed

What you see: Mews rejects check-in because the reservation is no longer Confirmed.

Why this happens: Another Mews update changed the reservation while AVA started check-in. AVA checks the exact reservation once before deciding whether the action failed.

Fix:

1. Wait for the current AVA action to finish.

2. If the reservation is Started and has an assigned room, continue with the displayed room.

3. If the reservation is not Started, refresh AVA and check the reservation in Mews.

4. Retry check-in only when Mews shows the reservation is ready.

   ✓ AVA does not repeat check-in when Mews already started the reservation.

Contact support if the reservation has an assigned room but AVA still reports an error.

Mews Refuses the Assigned Space

What you see: Mews says the assigned space is blocked or unavailable for check-in.

Why this happens: Mews applies room-readiness rules during check-in. The assigned space may be blocked, or it may not be inspected.

Fix:

1. Open the reservation in Mews.

2. Assign an available space.

3. Confirm the space is inspected when Mews requires it.

4. Refresh the reservation in AVA.

5. Retry check-in once.

   ✓ AVA should complete check-in after Mews accepts the assigned space.

Contact support if Mews shows an available, inspected space but still refuses check-in.

Opera Rejects an Unknown Gender Value

What you see: Opera previously showed Value N/A for field Gender exceeds the maximum length allowed.

Why this happens: Opera gender codes differ by property. Values such as N/A are not valid codes for some properties.

Fix:

1. Retry the guest update in AVA.

2. AVA removes unknown placeholders before sending the update.

3. AVA keeps the stored valid gender when the new value is unknown or missing.

4. Contact support if Opera still rejects the guest update.

   ✓ A valid stored Opera gender should remain unchanged unless you provide a real code.

PMS Validation Error During Refresh

What you see: A PMS message appears during stayover refresh, such as reservationOverlapTo must be greater than reservationOverlapFrom.

Why this happens: The PMS rejected the request because one of its validation rules failed.

Fix:

1. Read the exact PMS message.

2. Check the related setting in your PMS.

3. Correct the value that failed validation.

4. Refresh AVA once.

   ✓ You should see the original PMS message only until the PMS data is corrected.

---

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

Cloudbeds save fails before OAuth

What you see: "Failed to save settings before connecting: ..."

Why this happens: AVA saves other unsaved Essentials changes before starting Cloudbeds OAuth. The detailed message identifies the failed setting.

Fix:

1. Read the full error banner.

2. Correct the setting named in the message.

3. Save the setting if AVA shows a save action.

4. Select Connect to Cloudbeds again.

   ✓ Cloudbeds opens after the pre-connect save succeeds.

Cloudbeds OAuth exchange fails

What you see: The connection shows Version is required or rejects the authorization code exchange.

Why this happens: Cloudbeds authorization codes are single-use. A failed callback cannot be replayed. AVA now defaults an omitted Cloudbeds OAuth version to v3.

Fix:

1. Go to Settings → Essentials.

2. Select Connect to Cloudbeds.

3. Log in to Cloudbeds and select Authorize or Allow.

4. Complete the connection. Cloudbeds generates a fresh authorization code.

5. Contact support if a new connection fails again.

   ✓ The Cloudbeds connection should finish without asking you to enter a version.

Cloudbeds v1 or v2 is rejected

What you see: AVA shows an unsupported Cloudbeds version error.

Why this happens: Cloudbeds v1 and v2 adapters are retired. Versionless Cloudbeds routing uses v3.

Fix:

1. Clear any explicit Cloudbeds version setting or pin.

2. Ask your integration administrator to remove a v1 or v2 caller pin.

3. Go to Settings → Essentials.

4. Select Connect to Cloudbeds and complete authorization again.

   ✓ The new connection uses Cloudbeds v3.

PMS Settings Save Does Not Complete

What you see: AVA accepts your PMS details, then shows a cache or service error.

Why this happens: AVA saves related settings in dependent steps. One step can finish before another step or cache refresh fails. The PMS may accept a write even when AVA reports an error.

Fix:

1. Open the PMS and check whether the changed credentials or provider settings were accepted.

2. Wait one minute before trying again.

3. Refresh Settings → Essentials → PMS Integration.

4. Leave masked credentials unchanged unless you are replacing them.

5. Click Save again only if the PMS still needs the change.

6. Confirm the success message before using PMS-powered workflows.

   ✓ The new credentials should work across AVA servers after the save succeeds.

Check before retrying

AVA does not automatically roll back or retry every settings write. Repeating a save without checking the PMS can repeat an accepted upstream change.

Contact support if the same error appears after three attempts. Include the full error message, PMS provider, time of the failed save, and what the PMS shows.

eZee Code 611 After a Credential Change

What you see: eZee returns 611, "Invalid Auth Code or Hotel Code", after you update PMS credentials.

Why this happens: An older PMS request may still be finishing with the previous credential snapshot. AVA marks that snapshot obsolete after your save.

Fix:

1. Confirm the Hotel Code and Auth Code belong to the same eZee property.

2. Go to Settings → Essentials → PMS Integration.

3. Save the updated credentials.

4. Wait for the success message.

5. Retry the PMS action once.

   ✓ The next PMS operation should use the new credentials.

Contact support if code 611 remains after a successful save.

Rate Limit Reached

What you see: A 429 error, a rate-limited message, or a request that includes a retry time.

Why this happens: Cloudbeds or AVA's own request budget is temporarily limiting requests. AVA keeps the retry timing from either source when it is available. AVA also keeps separate request budgets for different feature areas, so one busy page is less likely to slow another. Reservation lookup, room assignment, and final check-in retry a temporary PMS 429 automatically. Those actions may take several extra seconds before they continue or show an error. Some other guest-facing calls wait briefly when AVA's own bucket is empty. That only applies to short local bursts, not vendor cooldowns. If Cloudbeds returns the same access error several times, AVA pauses the next retry briefly.

Rate limit isolation

If one page keeps showing 429s, the problem is usually limited to that page or feature area. Other parts of AVA may still work normally while you wait.

Reservation lookup retry

During reservation lookup, AVA retries one 429 automatically when the retry time is five seconds or less. Longer cooldowns and terminal responses still need the normal refresh and retry steps below.

Fix:

1. Wait for the retry time shown in the error.

2. Refresh the page once.

3. Try the action again.

4. If the issue repeats, wait a few minutes before retrying.

5. If no retry time appears, treat it as a short temporary limit and try again later.

   ✓ You should see the request succeed after the retry time passes and the request budget is available.

During room assignment or final check-in

Let the current action finish before selecting Retry. If AVA still shows a friendly room-assignment error, check the reservation in your PMS. Then refresh AVA and retry the affected step once.

Cloudbeds Access Error

What you see: A Cloudbeds access message keeps returning. Examples include You don't have access to property ID and Application is not available to be connected.

Why this happens: The property access is missing, or the property disconnected the AVA app. AVA pauses repeated retries so the same failure does not flood Cloudbeds.

Fix:

1. Confirm you are logged into the correct Cloudbeds property.

2. Ask a Cloudbeds admin to verify property access and app permissions.

3. Re-authorize AVA if Cloudbeds says the app is disconnected.

4. Wait a minute before trying again.

5. Refresh once after the access issue is fixed.

   ✓ The next connection attempt should succeed after Cloudbeds accepts the request.

What you see → Fix

What you see	Fix
The error appears once	Wait for the retry time, then try again
The error keeps coming back	Pause for a few minutes, then retry
Reservations still do not load	Check Sync Issues

Cloudbeds Webhook Credentials Are Rejected

What you see: Cloudbeds keeps accepting the connection, but webhook repair fails after you save settings.

Why this happens: Cloudbeds accepted the login, but it did not accept the webhook permissions AVA needs.

Fix:

1. Reconnect Cloudbeds from Settings → Essentials.

2. Complete the Cloudbeds authorization prompt again.

3. Save your active pre-arrival settings again.

4. Ask a Cloudbeds admin to review the app permissions if it still fails.

   ✓ After the permissions are refreshed, webhook repair should complete normally.

---

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. Wait up to 30 seconds for AVA to finish its automatic retry. This covers one transient OAuth timeout or gateway error.

2. Retry the action only if the error remains.

3. Verify the environment URL is correct (test versus production).

4. Confirm the client ID, client secret, hotel ID, and enterpriseId.

5. Re-enter the credentials in Settings → Essentials → PMS Integration, then click Save.

6. Contact your Oracle representative if the error still appears.

   ✓ A one-time transient or cached-credential failure can recover without disconnecting Opera.

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

Cloudbeds Rates or Rate Plans Are Unavailable

What you see: Cloudbeds connects, but the calendar or rate-plan actions are missing.

Why this happens: Calendar reads and rate-plan mutations use separate capabilities.

Fix:

1. Refresh Operations → Rates & Availability.

2. Confirm the Cloudbeds property is still the active PMS.

3. Ask your AVA administrator whether the required Cloudbeds capability is enabled.

4. Create new sellable rate plans in Cloudbeds, not AVA.

   ✓ Cloudbeds catalog visibility does not guarantee that every action is available.

Cloudbeds ARI save is still pending

What you see: AVA accepts a rate or restriction change, but the calendar still shows the old value.

Fix:

1. Wait for the Cloudbeds job status to finish.

2. Refresh the calendar once.

3. Check the same date and rate row.

4. Do not submit the same change repeatedly while it is pending.

5. Contact support if the published value remains unchanged.

   ✓ AVA shows success only after it verifies the value in the Cloudbeds calendar.

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

Related Guides

• Cloudbeds Integration
• Opera Integration
• Mews Integration
• Sync Issues