Data Not Updating

Quick Fix

Most cases take 2-5 minutes. Start with Refresh, then check Settings if the list still looks empty.

Use this guide when reservations, room status, or guest details look out of date in AVA.

Automatic Retry

AVA now retries some short PMS read requests automatically. You may not see a one-time network error. During Opera check-in, AVA also retries guest updates when Opera reports that the reservation is locked. Replay-safe sharer checkpoints prevent a retry from creating a duplicate reservation. Sharer payment copies use separate checkpoints from share completion. Confirmed failures can recover, while unclear payment outcomes remain paused.

Cloudbeds read sharing

If several staff members ask for the same Cloudbeds data at once, AVA shares one read request. If the same Cloudbeds access error repeats, AVA pauses the next retry for a short time. The current list stays visible while the refresh finishes in the background.

Shared reservation cache

The reservation lists, Calendar, and check-in/out logs now refresh from the same reservation cache. One refresh after a check-in, check-out, or hotel switch updates all three views.

What you see	Why it happens	Do this
The page shows Settings or Retry instead of reservations	PMS setup is required before the list can load	Finish PMS setup in Settings → Essentials → PMS Integration
The page says the PMS credentials were rejected	AVA cannot use the saved PMS credentials	Update the PMS credentials in Settings → Essentials → PMS Integration
The page shows a 429 or rate-limited message	The PMS is throttling requests	Wait for the retry time shown, then refresh and try again
Room assignment or final check-in takes longer during a 429	AVA is retrying a temporary PMS rate limit	Let the action finish. If it fails, check the PMS, refresh AVA, then retry once
The same Cloudbeds access error returns right away	Cloudbeds blocked the property or permission, and AVA is backing off repeated retries	Confirm the correct Cloudbeds property, then wait a minute before refreshing
The page fails once, then works on refresh	AVA retried a brief PMS network issue	Refresh once
A reservation action says another update is in progress	The same reservation is being changed from another tab, device, or staff workflow	Wait for that action, refresh the reservation, then retry once
Room assignment or final check-in shows PMS_RESERVATION_MUTATION_IN_PROGRESS	A short PMS reservation update overlaps with the check-in action	Wait briefly, refresh the reservation, then retry the affected step once
The room still looks occupied after previous guest checkout	Streamliner has not rebuilt the latest reservation snapshot yet	Click Refresh again
A checked-in room shows Unknown occupancy or keycard encoding is blocked	AVA could not verify occupancy for the exact assigned room	Confirm the assigned room in the PMS, refresh AVA, then retry keycard encoding once
Guest details look wrong after a room move	The room change has not finished syncing yet	Refresh the reservation after the move completes, then try the guest update again
ACI document upload finishes, but Registration or final check-in shows a guest limit, or a Cloudbeds multi-room reservation shows the wrong guest count or loses a room	The PMS guest count is still behind the local room total, or Cloudbeds still needs a fresh refresh after the parent reservation update	Refresh the reservation, then check the PMS again after a few minutes
Cloudbeds guest sync asks for identity review	The booking has duplicate matching names, conflicting identity details, or incomplete booking data	Check the guest in Cloudbeds, refresh AVA, then retry once. Do not create another profile manually
Cloudbeds check-in or checkout cannot verify a moved room	A native room ID has no confirmed parent or current room details	Confirm the current room in Cloudbeds, refresh AVA, then retry once
A Cloudbeds occupancy edit or check-in shows PMS_RATE_PRESERVATION_SOURCE_TAX_UNSUPPORTED	AVA cannot safely model the reservation source's tax or fee rules, so it marks the change terminal	Review the source rules in Cloudbeds, refresh AVA, then retry once after correction
A Cloudbeds occupancy edit or check-in shows PMS_OCCUPANCY_UNAVAILABLE_FOR_DATES	Cloudbeds refused the selected dates or room availability, not the adult or child split	Check Cloudbeds availability, change to an available option, refresh AVA, then retry once
A Cloudbeds reservation note shows a small rounding difference	Cloudbeds unexpectedly repriced, and AVA verified a fallback rate correction	Do not post a manual correction; alert your PMS administrator if this happens repeatedly
Guest-information save or final check-in shows a permanent PMS guest-count rejection	The PMS rejected this adult or child count, and AVA will not replay the same change	Read the PMS reason, select End session, fix the reservation or PMS settings, then start a new registration
A guest-count edit is unsupported, or ACI says it updated counts locally only	Opera Cloud, Mews, eZee, or Furama v1 cannot write guest counts through AVA	Update the guest counts in the PMS, then refresh the reservation in AVA
Guest-count sync reaches its retry limit	Temporary PMS failures continued after four guest-facing attempts	Stop asking the guest to retry; continue with the staff-assisted process and verify the PMS guest count
A Mews guest move reports a companion capacity failure	Mews may have applied the guest addition before returning its response	Refresh the reservation, confirm the guest is attached in Mews, then retry only if the guest is missing
A guest document or selfie stops after PMS sync fails	AVA waits for a valid PMS guest identifier before continuing later uploads	Fix the PMS sync error, refresh the page, then retry the upload
Registration stays pending after guest verification	The PMS did not confirm the guest for the active reservation and reservation scope	Check the guest and confirmation number in the PMS, refresh AVA, then retry Registration once
A registration card appears in AVA but not in the PMS	AVA saved the card locally and is delivering it asynchronously	Open PMS attachment delivery, then refresh or use Retry when available
A registration card is missing after a staff verification override	AVA is resuming PMS guest sync before card delivery	Open PMS attachment delivery, wait for guest sync, then use Retry if available
A sharer payment copy fails or shows an unclear result	Opera may have accepted the append before AVA received a response	Check the sharer in Opera, then contact support instead of repeating the copy
A recent Opera reservation or folio change is not visible yet	AVA may briefly reuse the same Opera read for up to five seconds	Wait five seconds, refresh the reservation, then verify the change in Opera
The list still looks old right after you click Refresh again	The last manual refresh has not fully settled yet	Wait 5 seconds, then click Refresh again
The list looks old	The PMS has not returned the latest data yet	Click Refresh
The calendar or check-in/out logs look old	The shared reservation cache has not refreshed yet	Click Refresh on the affected page
Guest or room changes do not appear	PMS sync is delayed	Wait a few minutes, then refresh again
Two-device ACI staff state may be outdated	The guest tablet completed a step before the staff device received the saved-progress update	Keep the reservation open while AVA retries, then refresh the staff page once if the stale-state indicator remains
Everything looks blank	The page did not finish loading	Refresh the page once

Reservation Update Already in Progress

What you see: A reservation action shows a conflict or says another update is in progress. This can happen during check-in, guest updates, room changes, payments, or document uploads.

Why this happens: Another tab, device, or staff workflow is changing the same reservation context. AVA allows only one reservation-changing action at a time. This includes linked reservations used by one check-in or guest move. It also recognizes aliases for the same reservation.

Fix:

1. Stop clicking the same action again.

2. Check whether another staff member or device is working on the reservation.

3. Wait for that action to finish.

4. Refresh the reservation in AVA.

5. Check the reservation in your PMS, then retry the action once.

   ✓ The completed change should appear without creating a second PMS update.

Do not keep retrying a persistent conflict

AVA keeps this protection active until the first mutation is reconciled. If no active action exists and the conflict remains after refreshing, contact support. Support may need to confirm the PMS result before restoring the reservation workflow.

Room assignment conflict

During check-in, PMS passport or guest updates can briefly overlap with room assignment or final check-in. AVA retries the exact PMS_RESERVATION_MUTATION_IN_PROGRESS conflict automatically. If the retry window ends, AVA keeps the conflict retryable instead of treating it as a permanent failure. Wait briefly, refresh the reservation, and retry the affected step once.

Opera guest update conflict

During Opera check-in, a guest update can overlap with a document upload or another reservation change. AVA retries the temporary record lock automatically before reporting a failure. This retry also protects expected-time updates for Opera sharer reservations. If the update still fails, refresh AVA and check the reservation in Opera before retrying once.

PMS rate limits during check-in

AVA retries a temporary PMS 429 during room assignment and final check-in. The action may take several extra seconds while the PMS recovers. If the retry budget ends, AVA shows a guest-safe error instead of exposing the 429. Let the action finish, then check the PMS before retrying once.

Cloudbeds multi-room guest counts

AVA now updates the parent Cloudbeds reservation and keeps the full room list intact. That prevents other rooms from dropping out during a guest-count change. If Cloudbeds rejects the save, AVA keeps the pending adult/child split for the retry.

ACI guest-count refresh

In ACI, AVA refreshes the PMS guest count before it sends pending guests. That reduces stale guest-limit errors during multi-guest check-ins.

ACI document timing

Document scans do not update PMS occupancy in ACI. AVA checks capacity when pending guests are created or synced during Registration. AVA checks again before final check-in. If a capacity or rate error appears after scanning, the document remains saved.

Guest-count reconciliation

Temporary PMS or transport failures can show a retryable service message. A reservation-change conflict during the save is also retryable when the PMS returns PMS_RESERVATION_CONCURRENT_MODIFICATION. AVA allows up to four guest-facing attempts for the same guest-count change. After four failed attempts, AVA stops the retry loop and hands the journey to staff. A specific PMS rejection or a plain 409 is permanent for that mutation. AVA preserves the PMS reason and stops replaying the same change. If AVA shows guest-count reconciliation guidance, select End session. Fix the reservation or PMS settings, then start a new registration.

Guest Count Update Needs Manual Review

What you see: Guest information save or final check-in shows a specific PMS rejection.

Why this happens: The PMS rejected the adult or child count for this reservation.

Fix:

1. Read the PMS reason shown by AVA.

2. Open the reservation in your PMS.

3. Correct the reservation or PMS setting identified by that reason.

4. Select End session in AVA.

5. Start a new registration.

   ✓ AVA uses the corrected guest count in the new registration.

Do not keep retrying the same guest-count change.

Guest-Count Sync Retry Limit Reached

What you see: The guest sees staff-assistance guidance after repeated guest-count sync failures. Staff may see PMS_GUEST_COUNT_RETRY_EXHAUSTED.

Why this happens: Temporary PMS or network failures continued after four guest-facing attempts. This does not confirm that the guest count is wrong.

Fix:

1. Stop asking the guest to retry the same step.

2. Continue with your staff-assisted or manual check-in process.

3. Compare the registered guest count with the reservation in your PMS.

4. Correct the PMS reservation if the counts do not match.

5. Resume the pending guest-count change when the staff flow allows it.

   ✓ The guest journey no longer loops on a temporary error.

Contact support if the staff flow cannot resume after the PMS is available.

Cloudbeds Availability Refusal Needs a Different Option

What you see: A Cloudbeds occupancy edit or check-in shows PMS_OCCUPANCY_UNAVAILABLE_FOR_DATES. The message asks you to change dates or choose fewer rooms.

Why this happens: Cloudbeds cannot accommodate the selected dates or room availability. The guest counts can still be correct.

Fix:

1. Stop retrying the same request.

2. Check the reservation dates, room type, and availability in Cloudbeds.

3. Change to an available option in Cloudbeds, if appropriate.

4. Refresh AVA and retry once.

   ✓ The occupancy change should continue after Cloudbeds accepts the available option.

This is not a temporary connection error

AVA classifies this Cloudbeds refusal separately from a service failure. Use Cloudbeds occupancy is not bookable when Cloudbeds reports no rate for the guest split.

Mews Guest Move Reports a Capacity Failure

What you see: A Mews guest move reports a companion capacity failure.

Why this happens: Mews can apply the guest addition before returning its response. The guest may already be attached when AVA shows the failure.

Fix:

1. Refresh the reservation in AVA.

2. Check the reservation in Mews.

3. If the guest is attached, continue without adding them again.

4. If the guest is missing, retry the move once.

5. Contact support if the guest remains missing after one retry.

   ✓ The guest should appear in the correct Mews reservation without a duplicate companion.

Cloudbeds source-policy checks

AVA sends Cloudbeds a per-room no-reprice setting during occupancy changes. AVA checks the reservation's exact booking source before using its fallback correction. Fully inclusive percentage source charges use the exact gross reprice delta, including multiple charges. Mixed, fixed, missing, or unreadable source rules still stop before occupancy changes. Unsupported source tax or fee rules stop the edit before repricing. Review the source in Cloudbeds, refresh AVA, and retry once after correction. AVA stores a terminal marker for this failure. Later retries preserve the same instruction without sending another occupancy request.

Cloudbeds Rounding Difference Does Not Need Manual Correction

What you see: A Cloudbeds reservation note explains a small rounding difference. The note may say the total is unchanged or show a settled total within 5 cents of the booking.

Why this happens: Cloudbeds unexpectedly repriced, then rounded tax calculations to whole cents. This can move cents between room revenue and tax, or leave a small total residual.

Fix:

1. Read the reservation note.

2. Confirm the fallback correction settled the booked total.

3. Do not post a manual correction.

4. Alert your PMS administrator if this repeats.

   ✓ AVA accepts the reservation after confirming the difference is rounding-sized.

AVA accepts split rounding up to 10 cents when the fallback correction keeps the guest-facing total unchanged. Source-aware updates can accept a coherent total residual up to 5 cents after final verification retries. Larger or incoherent differences still require manual review.

PMS guest identifier guard

When a guest has not synced to PMS yet, AVA pauses later document and photo uploads. That prevents the file from attaching to the wrong guest profile.

PMS Guest Registration Is Not Confirmed

What you see: Registration stays pending after guest verification. AVA asks you to retry or ask reception to review before continuing.

Why this happens: AVA could not confirm the guest for the active reservation. The PMS may return no confirmation, an unconfirmed result, or another guest profile. AVA also rejects missing reservation scope or confirmation-number details.

Fix:

1. Open the reservation in your PMS.

2. Confirm the guest is attached to the correct reservation and room.

3. Confirm the reservation confirmation number matches the booking.

4. Refresh the reservation in AVA.

5. Retry Registration once.

6. Ask reception to review the reservation if it remains pending.

   ✓ AVA clears the pending state only after the PMS confirms the matching reservation guest.

Do not bypass the pending state

Do not repeat the same registration request or continue later uploads manually. This protection prevents guest documents from attaching to the wrong PMS reservation.

Registration Card Missing After a Verification Override

What you see: A staff override succeeds, but the registration card is not in the PMS.

Why this happens: AVA resumes PMS guest sync before sending the registration card.

Fix:

1. Open Command Center → Status → View Details for the reservation.

2. Check the Registration Card attachment status.

3. Wait if the status shows Waiting or Processing.

4. Fix any PMS error shown in the attachment message.

5. Select Retry when it becomes available.

   ✓ The card uploads after the PMS confirms the refreshed guest state.

This recovery applies to document, guest registration, and facial verification overrides.

Local save and PMS delivery are separate

AVA can show a saved travel document, guest photo, or registration card before PMS delivery finishes. Use the attachment-specific status in Command Center → View Details. Retry only the attachment kind shown by the available action.

Guest Limit Reached During ACI Check-In

What you see: "Guest limit reached" appears when you add more guests or finish the ACI flow.

Why this happens: The PMS reservation still has a lower guest count than AVA.

Fix:

1. Wait a few seconds and retry the step once.

2. Refresh the reservation if the PMS count still looks behind.

3. If the room is already at its PMS limit, assign the document to an existing guest.

   ✓ The guest limit should clear once the PMS count matches the room total.

Start Here

1. Open the page again.

2. Click Refresh.

3. Check whether the newest data appears.

   ✓ Most minor delays clear after one refresh.

PMS Setup Missing or Rejected

Use this when AVA shows a setup message instead of reservation data.

What you see: A Settings button, a Retry button, a setup-required message, or a message that the saved PMS credentials were rejected. For Opera properties, the setup message may say "Opera is not configured for this operation."

Why this happens: Your hotel selected a PMS, but AVA cannot use its credentials yet.

Fix:

1. Go to Settings → Essentials → PMS Integration.

2. Confirm the selected PMS is correct.

3. Add the missing credentials, update the rejected credentials, or reactivate the PMS.

4. Save your changes.

5. Return to the reservation page.

6. Click Retry or Refresh once.

   ✓ The page should load reservations again after PMS setup is complete.

Why refresh stops

AVA stops the automatic refresh loop when PMS setup is required. That prevents the page from reloading forever.

Force a Full Refresh

Use this when the page still looks old after a normal refresh.

1. Use a hard refresh.
   • Windows: Ctrl+F5
   • Mac: Cmd+Shift+R
2. Wait for the page to fully load.
3. Check the data again.

Check Your Connection

1. Open a new tab.
2. Visit another website.
3. If other sites are slow, switch to a more reliable connection.

Log Out and Back In

Use this when the page still does not update.

1. Log out from the user menu.
2. Close the browser.
3. Sign back in.
4. Check the page again.

Rate Limit Recovery

What you see: A 429 error or a rate-limited message after refresh.

Why this happens: The PMS is temporarily limiting request volume. AVA keeps the retry timing when the PMS sends one. In Command Center, Status syncs share a cooldown across pages, filters, and searches. If you change the view during that cooldown, AVA waits and syncs only the latest selection. Some guest-facing check-in, checkout, and housekeeping calls now wait a few seconds on short local bursts. This only applies when AVA's own bucket is briefly empty. Cloudbeds housekeeping reads stop waiting after about 10 seconds when the PMS is slow. AVA retries that read once before showing an error. If Cloudbeds returns the same access error repeatedly, AVA pauses the next retry briefly. Vendor cooldowns still fail fast. Busy refresh work does not block check-in or room-change actions.

Fix:

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

2. Refresh the page after that time passes.

3. Try again once.

4. If the error returns, wait a few minutes before retrying.

5. If no retry time appears, wait briefly before trying again.

   ✓ AVA should load the latest data after the PMS accepts new requests.

For Command Center, do not keep changing filters while waiting. The latest filter or search selection stays queued and refreshes after the cooldown.

Temporary Connection Blips

What you see: A one-time connection error, timeout, or blank state that clears after refresh.

Why this happens: AVA retries some short PMS read requests automatically.

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 changing settings.

Room Still Looks Occupied

What you see: You checked out the previous guest, but the room still shows as occupied.

Why this happens: AVA may still be showing an older reservation snapshot.

Fix:

1. Click Refresh.

2. Wait a few seconds for the latest PMS status.

3. Check the room again.

   ✓ The room should update once the checkout sync completes.

Assigned Room Occupancy Is Unknown

What you see: A checked-in room shows Unknown occupancy, or keycard encoding is blocked.

Why this happens: AVA could not verify occupancy for the exact assigned room. AVA does not copy occupancy from another room in the same reservation.

Fix:

1. Open the reservation in your PMS.

2. Confirm the assigned room and reservation match.

3. Refresh the reservation or Operations View in AVA.

4. Retry keycard encoding once the room status is available.

5. Contact support if the room remains unknown after one refresh.

   ✓ AVA should use the verified assigned-room status for room access.

Two-Device ACI Progress Looks Out of Date

What you see: The guest tablet completed a step, but the staff screen shows older progress. AVA may show a stale-state indicator while it reconciles the session.

Why this happens: The completion update or saved-progress read was delayed. The guest's completion can arrive before the staff device receives its snapshot.

Fix:

1. Keep the same reservation open on the verified staff device.

2. Wait while AVA retries the saved-progress read.

3. Confirm the guest tablet remains paired and connected.

4. Avoid resending a step that the guest already completed.

5. Refresh the staff page once if the indicator remains.

6. Start a new ACI session if progress still does not update.

   ✓ The staff screen should show the latest saved guest progress. ✓ AVA preserves live billing, room access, other reservations, and newer staff edits.

If the stale-state indicator remains after one refresh and a new session, contact support.

Still Stuck?

Contact success@vouch-technologies.com if:

• ❌ The setup message stays after you save PMS credentials
• ❌ Refresh still shows empty reservations
• ❌ The same issue happens across multiple tabs

Helpful to include:

• PMS provider name
• Screenshot of the message or empty state
• Time you last saved settings

Related Guides

• PMS Connection
• PMS Connection Errors
• Viewing Reservations