Common Issues & Diagnostics
Self-service diagnostic guides for pricing discrepancies, WhatsApp disconnections, permission restrictions, and invoice balances.
What is this?
Step-by-Step Guide
Issue: 'Quotation price or room rate appears incorrect'
Check these 7 items in order: 1. Travel Dates: Ensure the quotation check-in date falls inside an active Contract validity range. 2. Season Boundaries: Verify that the dates match an existing Season (e.g. High Season vs Low Season). 3. Meal Plan: Confirm that the quotation line item matches the meal plan configured in your Rate Matrix (RO, BB, HB, FB). 4. Supplier Net Cost: Check if a rate was actually entered in the Rate Matrix cell for that occupancy (Double, Triple, etc.). If cell is empty, rate engine falls back to $0. 5. Hotel Pricing Rules: Check if a Hotel-Specific rule (e.g. 18%) or Star-Rating rule (e.g. 25%) is overriding your Agency Default rule (20%). 6. Quotation Override: Check if a staff member entered a manual overall margin override on the quotation header. 7. Line-Item Override: Check if the accommodation card has a manual selling price override typed directly into the box.
Issue: 'WhatsApp messages are not sending or syncing'
Diagnose connection based on your setup type: • If using Baileys QR Code: Open WhatsApp Settings. If status shows 'Disconnected', ensure your physical business phone is powered on and connected to internet. Click 'Reconnect with QR Code' and re-scan from WhatsApp Linked Devices. • If using Meta Cloud API: Verify that your Meta Permanent System User Access Token has not expired and that your WhatsApp Business Account (WABA) has an active payment method attached in Meta Business Manager. • Recipient Phone Format: Ensure the traveler's phone number includes the international country code without leading zeros (e.g. +971501234567, not 0501234567).
Issue: 'Staff member cannot access a specific module (Access Denied)'
Resolve permissions in two quick checks: 1. Role Permissions: Go to Team & Admin → Team. Click the staff member's profile. Verify that the toggle for that module (e.g. 'Finance', 'Suppliers') is switched to ON. 2. Agency Plan Limits: Check Team & Admin → Subscription. Some advanced modules (such as WhatsApp Integration or Custom API Webhooks) require an active Growth or Pro agency package.
Issue: 'Bank Account balance does not match bank statement'
Reconcile your running ledger: 1. Open Finance → Bank Accounts and click into the specific account. 2. Inspect the transaction ledger: verify that all customer payments received were credited to this exact account, and check that supplier payouts or office expenses disbursed were logged as debits. 3. Verify that entries in different currencies were not logged into the wrong single-currency account.
Best Practices & Pro Tips
- Whenever you encounter a calculation question, click the [?] icon next to 'Supplier Net Cost' or 'Markup/Margin' in the Hotel Rate Matrix or Quotation builder to open instant contextual help.
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