FAQ & Troubleshooting

Finding your way in this guide

Start with Navigation & shortcuts for shell behaviour, permissions, and directory UX; use Bookings and Payments & Finance for reservation and ledger troubleshooting. Jump to anchored deep-dives via FAQ subsection cross-reference (permission toasts, reject/revert, invoiced floor, portal signing, and more). First-time administrators configuring a workspace should pair answers here with Getting Started — Recommended Setup Sequence (steps 1–12 tab map: Account Settings — Recommended setup order, then steps 13–15 in Listings, Bookings, and Tenants). Payment overdue alerts: Handling a Late Payment — Step 1 after a /notifications row-click. Tenant-facing issues: Tenant Portal & Mobile App paired with Settings & tenant communications. Term definitions: Glossary deep-dive index Non-linear operator habits (Lockout catch-up, Pending manual receipt approval, Reject/revert mistaken receipts, Portfolio segmentation by tenant category hub, Finance Income status drill-down hub, Occupancy KPI to block hygiene handoff hub, Wrong tenant on a booking, Cancel Booking vs Delete Booking hub, Same-day turnover coordination, New inventory to first booking handoff, Property setup to first arrival handoff, Confirmation to check-in handoff, Check-in to check-out handoff, Check-out final utilities handoff, Check-out collections before refund, Check-out ledger cleanup before refund, Cancellation collections before void, Utility overage collections, Check-out vs cancellation, Deposit missing on Finance Deposits, Partly collected security deposit) have matching Related subsections below. Full pairing matrix: FAQ section cross-reference.

First-time workspace setup

Pair with other FAQ sections

Directory and permission answers here pair with Notifications & alerts (bell vs /notifications) and Settings & tenant communications (email and Communication Rules). During first-time setup, confirm Getting Started — Recommended Setup Sequence step 3 (Users) before greyed-out + Create New rows block onboarding. Mobile-only shell: Navigation & shortcuts (mobile) (FAQ — Phone shows Operations only, Glossary — Operations-only phone shell). Full pairing matrix: FAQ section cross-reference.

Why are some rows in + Create New greyed out? Each action checks your role’s create permissions for that record type (tenants, bookings, tickets, and so on). Disabled rows include a no permission tooltip on hover. Ask an account administrator to adjust Users and roles. See the full action list in Create New Menu.

Why do I see “You do not have permission to perform this action”?

Pair with other FAQ subsections

Permission toasts pair with Users and roles → Role Permissions, Users and roles — Blocked actions in the app, Create New menu — Permissions (greyed-out rows), Glossary — Permission denied toast, Finance — Access tabs and toolbar (Approve payments hides ledger tabs), Deep Links — Invalid, legacy, and mistyped URLs (tab rewrite vs access denied), and Getting Started — Recommended Setup Sequence step 3 (Users). Full pairing matrix: FAQ subsection cross-reference.

Vivin blocked the API call because your role lacks the granular permission for that action (save, delete, approve, and similar mutations). The toast is the localized replacement for the backend Forbidden resource denial when no more specific business message applies. Some controls are hidden or greyed out up front (+ Create New, Finance tabs without Approve payments); others stay visible until you click Save or a row action. An administrator can fix this in Users and roles → Role Permissions. After they change your role, refresh or navigate to a new page — you do not need to sign out. See Blocked actions in the app.

The + Create New slide-out keeps every shortcut in one grid; which rows are clickable depends on those permissions (and, for Tools, whether you are on a Vivin internal sign-in — see the next question).

Why don’t I see a “Tools” block inside + Create New? The Tools category (currently Upload Utility Bills) is shown only when you are signed in with an email address ending in @vivin.app (Vivin internal operators). Customer accounts see the other five categories only. Internal users who still lack the underlying permission for utility bill upload will see Tools but with that action disabled.

Why don’t I see “AI Assistant” under Tools in the sidebar? The AI Assistant screen (/ai-chat) is limited to Vivin internal operator sign-ins: the app hides the nav entry for everyone else, and opening the URL directly shows the standard permission state. That matches the same internal-only pattern as other Vivin-gated tools in the shell (not the same rule as the + Create New > Tools email check above). See the AI Chat module and bookmarkable route in Deep Links — AI Assistant.

Why don’t I see “Analytics” under Business in the sidebar? The Analytics entry (/analytics, portfolio KPI charts) is shown only when your role includes the Analytics module permission (analytics.module). Administrators can grant it in Users and roles. Opening /analytics directly without permission shows the standard access-denied state. For what each tab shows, see the Analytics module; tab-level URLs and behaviour are listed under Deep Links — Analytics (KPI Dashboard).

Why don’t I see “Audit” under Tools (or why is Audit empty / blocked)? Audit (/audit) reviews manual availability blocks across your portfolio. The sidebar entry uses the same Listings module permission as the Listings workspace — if you cannot open Listings, you cannot open Audit either. The workspace does not replace the unit Calendar in Listings; it helps you spot blocks that may be stale or mis-described. When Analytics Occupancy dips without a rate change, pair Portfolio KPI review — Step 3 with hub Common Workflows — Occupancy KPI to block hygiene handoff before you edit Settings → Tenant categories account-wide. Use Created by (multi-select) after staff turnover, clickable column headers for server-side sort (for example Unit or End), and Export for the full filtered set — see Audit — Toolbar and filters and Manual block hygiene. See Audit module and Deep Links — Audit.

Audit — Manual Blocks tab with portfolio-wide table, filters, and management shell

A shared link opens the wrong Finance tab, or the URL says /finance/foo while I see Overview — is that normal? Tabbed modules (Finance, Operations, Sales, Utilities, Account Settings, Analytics) rewrite unknown :tab segments to a safe default (usually the module Overview) so the address bar matches what is on screen. Legacy aliases (for example /sales/calendar → /sales/pricing) still work where documented. If a link includes a tenant, property, or transaction id that does not exist, you get a short not found toast and return to the parent list. See Deep Links — Invalid, legacy, and mistyped URLs.

Can I connect Vivin to an external AI assistant (for example ChatGPT or Claude with MCP)? Yes, for automation against the same Core API the management app uses. Landlord MCP exposes account-scoped portfolio tools (bookings, listings, maintenance, and more, depending on your role). Tenant MCP targets booking- and tenant-scoped flows (portal links, chatbot rules, maintenance for a reservation). Both require a valid management-user token and respect the same permissions as HTTP clients. Administrators tune tool permissions on Account Settings → AI / MCP (/settings/mcp); API keys suit IDE and custom clients, while Claude.ai and ChatGPT connectors use OAuth on the Core API host — see Landlord MCP — Connector OAuth. Protocol details: Landlord MCP and Tenant MCP; HTTP contracts: API Reference.

Hosted MCP connectors (Claude.ai, ChatGPT) run Vivin's OAuth 2.1 authorization-code flow on the Core API host — you sign in on a Vivin consent page that lists the tool domains you are granting. PKCE is required. The connector receives a management JWT (same shape as browser login) plus a refresh token (60-day lifetime, rotates on use). This path does not use the API keys card on AI / MCP — keys remain for IDE configs (Cursor, Claude Desktop) and custom scripts. Enable at least one tool domain on Account Settings → AI / MCP before authorizing; zero enabled domains returns access_denied. Revoke by turning AI access off for the user or disabling every domain — the next refresh fails and the connector asks you to sign in again. Operator narrative: Landlord MCP — Connector OAuth. HTTP endpoints: MCP OAuth.

Where do I configure Landlord MCP API keys and tool permissions?

Open Account Settings → System → AI / MCP at /settings/mcp. Managers with account_settings.mcp can edit Connection, API keys, account Tool permissions, Per-user permissions, and review the Permission audit trail and Assistant activity logs. The tab currently follows the same Vivin-internal rollout gate as Tools → AI Assistant (/ai-chat); other users may see the tab greyed out or a read-only My permissions card. See Users and roles — Role permissions.

Pair with other FAQ sections

Phone-only Operations shell answers pair with Operations (bottom tab bar, field workflows), Getting Started — Mobile phones (operations-only shell), Operations — Mobile and narrow layouts (redirect vs 768px bottom tabs), Deep Links — Operations (bookmark /operations/* on phones), Glossary — Operations-only phone shell, and Help & Vivin support (/settings/support still opens on phones). Full pairing matrix: FAQ section cross-reference.

Why does my phone only show Operations?

On an actual mobile phone (user-agent detection — not merely a narrow browser window), anyone whose role includes the Operations module gets an operations-focused shell: other module URLs redirect to /operations, and the mobile menu shows Operations only. That is intentional for field coordination (tickets, check-in/out, cash flows). iPads, tablets, and desktop browsers resized narrow keep the full module list — only phone-class devices are locked. Use a tablet or desktop browser when you need Listings, Bookings, Finance, and the rest of the portfolio tools from a phone. Support ticket links under /settings/support still open on phones. Roles without Operations access are not redirected. Inside Operations on any viewport below 768px, a bottom tab bar still appears for tab switching — that part is width-based, separate from the phone-only redirect. The Dashboard notifications bell is hidden on narrow viewports — use /notifications directly on phones. See Getting Started — Mobile phones (operations-only shell), Operations — Mobile and narrow layouts, Glossary — Operations-only phone shell, and Deep Links — Operations.

For a short clip of the /bookings → /operations redirect and bottom tab bar, see the video on Getting Started — Narrow viewports or Operations — Mobile and narrow layouts.

Notifications & alerts

Pair with other FAQ sections

Payment and overdue alert behaviour pairs with Payments & Finance and Bookings (row-click navigation into booking sidebars — FAQ — Notification row-click navigation, Notification row-click navigation hub (symptom table for /notifications row-click vs Dashboard bell — notifications-row-navigation-flow.mp4), Glossary — Notification row navigation, Glossary — Notification row navigation hub), Booking sidebar tab load failures hub (symptom table when row-click opens a booking but Communication / Tickets fail — bookings-detail-communication-tab-whatsapp-thread.png), Payment alert to receivables triage hub (symptom table for Ongoing/Ended payment overdue before Debt Aging), Payment alert to receivables triage (Ongoing/Ended payment overdue before Debt Aging), Confirmation alert triage hub (symptom table for Upcoming Booking created / Payment received before bulk mark-read — notifications-row-navigation-flow.mp4), Confirmation alert triage (Upcoming Booking created / Payment received before bulk mark-read), Payment notification (operator) hub (email/in-app opt-in layers and payment row-type symptom table — notifications-row-navigate-to-booking-detail.png, notifications-row-navigation-flow.mp4), Why do I still see Pending manual in-payment on /notifications? (alert until ledger approval), and Manual receipt still pending (amber Pending chip triage). WhatsApp triage: AI & Automation. Full pairing matrix: FAQ section cross-reference.

Where do I open the full notification history (search and read filters)? Open the Notifications module at /notifications — for example platform.vivin.app/notifications. The Dashboard header bell (desktop only) shows a compact recent list with General and Inbox sub-tabs when the global inbox release is active — Inbox rows deep-link to /inbox or booking Communication; the bell still has no search or All / Unread / Read pills. Bookmark /notifications when you triage the full mixed history regularly. See Notification triage.

Notifications module — full history at /notifications with All filter, search, and totals line

Why is the Dashboard notifications bell missing on my phone? The bell slide-over is tied to the Dashboard header and is hidden on narrow viewports in the current layout. Use /notifications directly for the same events with search, filters, and infinite history on mobile.

Why does clicking a notification on `/notifications` open a booking or tenant?

Pair with other FAQ subsections

Row-click navigation pairs with Common Workflows — Notification row-click navigation, FAQ — Notification row-click navigation hub, Common Workflows — WhatsApp per-booking messaging (New WhatsApp message from … → bell Inbox / Communication), FAQ — WhatsApp and email per booking, Common Workflows — Pending manual receipt approval (Pending manual in-payment alert → Transactions), Notification triage — Step 2, Notification triage — Step 4, Glossary — Notification row navigation, Glossary — Notification row navigation hub, Glossary — Payment notification (operator), Notifications module — Open the related booking, Deep Links — Notifications, Dashboard — Notifications bell (desktop) (bell General rows stay in-panel), Handling a Late Payment — Step 1, Portfolio KPI review — Dashboard Total Debt subtitle, and Payments & Finance when alerts are payment-related. Full pairing matrix: FAQ subsection cross-reference.

Surface	Row click behaviour	Best for
`/notifications`	Opens `link`, then `bookingId`, `tenantId`, `listingId`, or `propertyId` (first match)	Payment alerts, ticket pings, search + All / Unread / Read filters
Dashboard bell — General	Opens in-panel Notification detail unless `link` is set	Quick desktop scan — not full triage
Dashboard bell — Inbox	Follows `link` to `/inbox` or booking Communication	WhatsApp / inbox message pings
Mobile	Bell hidden — use `/notifications` directly	Same row-click navigation as desktop full page

Symptom after row-click	Likely cause	Fix
Pending manual in-payment alert persists	Receipt still pending on ledger	Transactions → Approve payment — Pending manual receipt approval
Total Debt unchanged	Transfer not approved yet	Amber Pending chip on Finance → Transactions
Landed on booking but debt unclear	Payment overdue vs pending alert	Payment Plan or Finance debt receivables triage
Bell row did not navigate	General tab in-panel detail	Use `/notifications` for row-click triage

On the full Notifications page, a row click marks unread items in the background, then navigates when the event carries a target: backend link, then bookingId, tenantId, listingId, or propertyId (first match). Payment and overdue alerts usually open the related booking sidebar so you can review Payment Plan or Contract Values — see Handling a Late Payment — Step 1, Notifications — Payment overdue alerts, Notification triage — Step 4, and during month-end Portfolio KPI review — Dashboard Total Debt subtitle. The Dashboard bell does not jump to Bookings from most General rows (it opens Notification detail in the panel unless the row has a deep link). Inbox sub-tab rows with link still jump to /inbox or booking Communication from the bell. On phones, bookmark /notifications when the bell is hidden — see Getting Started — Notification access. See Glossary — Notification row navigation, Deep Links — Notifications, and Deep Links — Broken entity deep links when a target id no longer exists.

Notifications module — inbox row ready to open the related booking

Bookings — detail opened after clicking a payment notification row on /notifications

Walkthrough: click a payment alert on /notifications, land on the related booking, then return to clear unread.

Why do some lists load more rows when I scroll (skeletons, “End of list”) instead of a Load more button? Large directories — Listings (Portfolio and Archived), Bookings (list view), Bookings Timeline (unit rows on the Gantt chart), Audit (Manual Blocks), Tenants, Notifications, Sales (Pricing and Channels grids), Finance (Contract Values, Transactions, Payouts, Deposits), Operations (Tickets and Cash Flows), Utilities (Connections, Timeline rows, and Allocations), and in-app Support (Help & Support drawer and /settings/support inbox) — are server-paged. The app loads an initial batch, then fetches the next batch when you scroll near the bottom. Skeleton placeholders (or a small spinner under the ticket list in the Support drawer) appear while the request runs. When every row for your current search and filters is loaded, many full-page screens show Showing X of Y and an End of list line (the Bookings list, Dashboard notifications bell slide-over, and Help & Support drawer load in chunks but omit End of list). Changing filters or search clears the list and starts from the first batch again. On Bookings and Finance → Contract Values / Transactions, Export still downloads the full filtered result set even if you have not scrolled through every chunk — see Exporting the list and Finance — Large tables. Operations ticket/cash-flow exports and Utilities → Connections export only loaded rows until you scroll through the list — see Operations — Tickets list loading and Utilities — Connections. Finance ledger tabs omit the End of list footer. See Glossary — Infinite scroll (directory loading) and Glossary — End of list.

Notifications module — scrollable list loading the next page with skeleton placeholder rows

Why does the same search term sort differently on Bookings, Operations, and Listings? Large directories use server-side search, but only some modules re-rank matches. Bookings and Operations (Tickets, Check-in & Check-out, and Cash Flows) put unit / room hits at the top when you paste an internal name. Listings keeps properties in A–Z order after filtering. Tenants keeps your chosen sort column. See Glossary — Directory search ranking.

When should I use Tenants grid vs table view? Use grid when debt badges and multi-status booking previews matter at a glance (Show all bookings on dense cards). Use table when you need column sort and an inline booking roll-up: click the row chevron to expand Unit, Rent, and Balance sub-rows, then open a sub-row for the booking sidebar or the tenant name for the profile sidebar. Pair table + With Debt during collections — see Tenants — Table view and Glossary — Tenants table expand.

Tenants — table view with one row expanded showing Unit / Rent / Balance booking sub-table

Why do totals look smaller when I choose Unread? The totals line describes the active filter and search together. Unread intentionally limits the list (and the count shown there) to items you have not marked read yet — switch back to All to see counts for the full matching set under your current search text. Mark all as read still clears unread items account-wide when enabled; see the Notifications module.

Why does Bookings → Other filters → Select owners show “No options found” when I have owners in Settings? The Bookings list loads its filter vocabulary from the account-wide portfolio filter catalog. On the default Unit Name sort, the first portfolio response sometimes returns an empty meta.filterOptions.owners array even though Settings → Owners lists owners — the dedicated GET /bookings/portfolio/filter-options endpoint still has the full list. Workaround: click the Created column header once, or choose Creation Date from Sort By, reopen Other filters, then pick owners. You can switch back to Unit Name afterward; the owner filter stays applied. See Bookings — Property & Listing filters.

Bookings list — Other filters Select owners showing No options found on default Unit Name sort

Where do I set or change lease purpose on a booking? Enable and maintain the allowed values under Settings → Categories → Lease purpose. When the field is on, operators choose a value on + Create New → Booking and on the booking sidebar Contract Info → Booking information (edit mode). Tenants may be required to pick on the portal Review step when Make Lease Purpose mandatory is enabled. See Bookings — Lease purpose and Glossary — Lease purpose (booking).

Booking detail — Contract Info with Lease purpose read-only under Booking categories

I enabled payment notifications on Preferences but I still don’t get emails when a tenant pays.

Receive payment notifications under Account Settings → Preferences → Notifications & Emails is account-wide permission for the workspace to send those operator alerts. Each user must also turn on Payment notification emails under Account → Personal Settings → Your email preferences (/settings/personal). If either layer is off, you will not receive email or in-app payment-received rows. Administrators can confirm the account toggle; you control only your personal opt-in on Personal Settings. See Glossary — Payment notification (operator), Glossary — Payment notification (operator) hub, and FAQ — Payment notification (operator) hub.

I see payment emails but no matching row on `/notifications` (or the Dashboard bell).

Check Preferences → In-app notifications → Payments (account master) and Personal Settings → Your in-app notifications → Payments (your opt-out). Payment in-app rows also require you to stay opted in on Payment notification emails under Your email preferences. See Notifications — In-app notification preferences, Glossary — Payment notification (operator) hub, and FAQ — Payment notification (operator) hub.

Why do I still see “Pending manual in-payment” on `/notifications` after I recorded a receipt?

Pair with other FAQ subsections

Notification alerts pair with Common Workflows — Pending manual receipt approval, FAQ — Manual receipt still pending, Glossary — Pending manual in-payment (Finance), Glossary — Payment notification (operator), FAQ — Notification row-click navigation, Notification triage — Step 4, Notification triage — Step 5, Notifications — Pending manual in-payments, Bookings > Transactions — Row actions, Finance — Pending manual payments, FAQ — Dashboard Total Debt subtitle, Common Workflows — Pending manual receipt approval, and Payment Allocation — Pending manual approval. Full pairing matrix: FAQ subsection cross-reference.

That in-app row means the receipt is still pending until someone with Approve payments confirms it on Finance → Transactions or the booking Transactions tab — the alert is expected until approval clears the queue. Distinct from Payment received rows (tenant transfer already confirmed) and Payment overdue balance alerts — see Glossary — Payment notification (operator).

Alert type	Typical summary	Next step
Pending manual in-payment	Operator-recorded receipt still pending	Row-click → booking Transactions → Approve payment
Payment received	Tenant transfer recorded (may still need approval if manual)	Same triage when status is pending — FAQ — Manual receipt still pending
Payment overdue	Balance past due — collections	Handling a Late Payment — Step 1

Row-click from /notifications opens the related booking so you can approve from Transactions — see FAQ — Notification row-click navigation, Notification triage — Step 4, Bookings > Transactions — Row actions, then Step 5 when balances look correct. Until approval, Dashboard Total Debt and Finance In debt lines may lag — FAQ — Dashboard Total Debt subtitle. Full ledger habit: Glossary — Pending manual in-payment (Finance), FAQ — Manual receipt still pending, Payment Allocation — Pending manual approval (month-end habit), Common Workflows — Pending manual receipt approval, Portfolio KPI review — Step 7, and Notifications — Pending manual in-payments.

Notifications — row-click from payment alert opens booking detail for Transactions approval

Hub matrix: Common Workflows — Pending manual receipt approval. Pair Common Workflows — Notification row-click navigation for alert-driven entry (notifications-row-navigation-flow.mp4).

How do I mute WhatsApp or inbox pings without turning off the Chatbot? Turn off Inbox messages under Personal Settings → Your in-app notifications for your user, or ask an administrator to disable the account master under Preferences → In-app notifications. You can still open Tools → Inbox and booking Communication when your role allows — only the bell / /notifications pings are suppressed.

Settings & tenant communications

Pair with other FAQ sections

Lifecycle and Communication Rules answers pair with Tenant Portal & Mobile App (contract signing, check-in mail), Why didn't the automatic check-in email send? (trigger matrix, paper upload vs portal signing), and Integrations & Distribution (iCal URLs). During workspace setup, map answers to Getting Started — Recommended Setup Sequence steps 10–12 (Tenant categories, Emails, Integrations) — tab map: Account Settings — Recommended setup order. Notification opt-in layers: Notifications & alerts. Full pairing matrix: FAQ section cross-reference.

Where do I get the iCal URL to subscribe an external site to Vivin availability? Each unit exposes an outbound feed at {Core API host}/ical-integration/listings/{listingId}/iCal.ics (same host your management app uses for API calls). On Sales > Channels, click Copy iCal in the trailing actions column for one unit, use the Airbnb / Booking.com wizard when linking short-stay calendars, or export CSV / Excel and read the VIVIN iCal column for many units at once — see Sales — Channel Manager export and Integrations — iCal. The feed honours Short-term iCal Max Date and your availability rules. Technical details (response headers, retrofeed for Airbnb/Booking.com, troubleshooting) are in API Reference — iCal feeds.

Where do I see which automated emails are queued or already sent? Open Account Settings → Emails and go to the Communication Rules sub-tab at /settings/communications. Click the toolbar calendar icon for All schedules, or use View sent/scheduled messages on one rule to scope the list to that rule only. The Communication schedule modal shows recipient, subject, status, and scheduled/sent times; use search to narrow the list or Export for CSV/Excel. Click a row to open that booking in the sidebar without leaving Settings. See Glossary — Communication schedule and Communication schedule (calendar).

Why don’t I see the “Now” tab or “Send now” on a communication rule? Immediate-send rules and the Now filter require the communication.send_now permission on the user’s role. Without it, the Now tab is disabled with an explanation and ad hoc blast actions are hidden. Grant it only to roles that should manually fire tenant messages; configure it in Users and roles. See Send now permission.

Analytics (KPI workspace)

Pair with other FAQ sections

Why don’t portfolio KPIs in Analytics match what I see in Sales or on a listing calendar? Analytics rolls up the portfolio for the from–to month range on the tab you are viewing (use the toolbar picker or its 6M, 12M, and YTD quick presets), with optional property, unit, and (where offered) owner roll-ups on rankings and heatmaps. Sales and Listings focus on per-listing availability, rent edits, and channel rows over the windows you work in there. Metric definitions, filters, and time lenses differ by design, so headline revenue or occupancy values are not expected to match row-for-row. Use Analytics for multi-month trends and comparisons; use Sales when you are pricing or closing availability gaps. See How Analytics differs from Sales.

How is Analytics different from the Dashboard? The Dashboard is the post-login snapshot: KPI cards, Occupancy Forecast and Cash Flow Forecast (with 1M / 3M / 6M / 12M horizon controls), and Vacant Units as of today. Illustrated chart behaviour: Glossary — Occupancy Forecast (Dashboard), Cash Flow Forecast (Dashboard), and Vacant Units (Dashboard). Analytics is the dedicated /analytics workspace: the same shell, but tabbed KPI views (Overview, Revenue, Occupancy, ADR, RevPAR, Maintenance) driven by a configurable month range, plus ranking tables and heatmaps on the metric tabs. ADR on the Analytics tabs (revenue divided by occupied nights in range) is not the same label as ADR (€) on the Dashboard occupancy chart (average monthly rent among units counted occupied that day) — see the Analytics module and Glossary — RevPAR.

Analytics shows a red error banner instead of charts — what should I do? When the KPI API fails on first load, Analytics shows an inline alert (for example that portfolio KPIs could not be loaded) and a Try again control — not empty charts that imply zero performance. Click Try again before changing filters or assuming the portfolio has no revenue or occupancy. If the problem persists, use the Dashboard for a same-day snapshot or retry later. See Analytics — Layout and controls (failure vs slow load).

Analytics — KPI load failure banner with Try again

Analytics — Overview tab with KPI bar charts and month-range picker in the management shell

Overview tab capture re-verified 2026-06-23 11:17 UTC (capture-analytics-kpi-screenshots.ts); metric tabs with ranking/heatmaps still use prior publication-clean PNGs until staging rows are clean.

Bookings

Pair with other FAQ sections

Reservation lifecycle answers pair with Payments & Finance (payment schedule, invoiced floor), Rent reduction after invoicing hub (symptom table when Change monthly rent clamps exported months — bookings-detail-change-monthly-rent-modal.png, bookings-rent-reduction-invoiced-floor-flow.mp4), Lower rent below invoiced (Change monthly rent clamps and Edit amount blocks), Fixed rent on variable unit (headline rent vs listing Rent Value), Wrong tenant on a booking hub (Change tenant vs duplicate-row Delete), Cancel Booking vs Delete Booking (real voids vs soft-archive cleanup, #1897 / #2076), Booking Changelog scope (operator edits vs create-time defaults, #2093), Booking sidebar tab load failures hub (symptom table per tab — bookings-detail-communication-tab-whatsapp-thread.png, bookings-detail-tickets-tab.png), Communication or Tickets load failure (tab-scoped Refresh / Retry), Operations (tickets and turnover), and Tenant Portal & Mobile App (contract signing). Full pairing matrix: FAQ section cross-reference.

How do I leave an internal note for my team on a booking? Open the booking (for example from Bookings → List or /bookings/list/:bookingId) and select the Internal Notes tab. The thread is not visible to tenants. Type your update in the composer; use @ plus a colleague’s handle (pick from the autocomplete list) to email them when you save. Messages are grouped by day in a chat-style layout; hover a bubble and use the trash icon to delete a note after confirming. See Bookings > Internal Notes tab.

Pair with other FAQ subsections

Per-tab load failures pair with Booking sidebar tab load failures hub (symptom table + per-guide mesh), Common Workflows — Booking sidebar tab load failures, Glossary — Booking detail sidebar tab load failures, Bookings — Sidebar tab load failures, FAQ — Directory list load failures (whole-module Retry vs tab-scoped recovery), Notification triage — Step 4 (row-click into booking then tab fails), Handling a Late Payment — Step 3, Managing a Check-in, Managing a Check-out, FAQ — WhatsApp and email per booking. Full pairing matrix: FAQ subsection cross-reference.

Each tab in the booking detail sidebar loads its own API slice. A failure on Communication or Tickets does not block Contract Info, Payment Plan, Deposit, or other tabs — switch tabs or keep working on Payment Plan while you retry the affected surface.

Tab	Error copy (English UI)	Recovery control
Communication	Could not load messages — Something went wrong loading the conversation. Try again.	Refresh in the booking sidebar header toolbar (visible while Communication is active)
Tickets	Could not load tickets. Try again.	Retry on the red banner inside the tab

This is tab-scoped recovery — distinct from Directory list load failures, where the first fetch for an entire module list fails and shows Failed to load … with Retry / Try again on the main page.

Booking detail — Tickets tab with linked maintenance rows (normal loaded state; Retry appears on the red banner when the tab fetch fails)

Walkthrough: Communication tab Could not load messages → header Refresh while Payment Plan stays usable — tab-scoped recovery, not whole-module list Retry.

If Refresh / Retry does not recover after connectivity returns, close and reopen the booking from the list. See Bookings > Sidebar tab load failures and Glossary — Booking detail sidebar tab load failures.

Wrong tenant on a booking

Pair with other FAQ subsections

Wrong-tenant reassignment pairs with Common Workflows — Wrong tenant on a booking, Glossary — Wrong tenant on a booking hub, Common Workflows — Cancel Booking vs Delete Booking (duplicate row → Delete, not Change tenant), Bookings — Change tenant, Processing a New Booking — Step 6, and Processing a New Booking — Step 1. Full pairing matrix: FAQ subsection cross-reference.

The booking is linked to the wrong tenant — can I point it at someone else already in Vivin? Yes, when your role includes bookings.edit_items and the booking is still Upcoming, with check-in in the future, no signed contract on file, and no paid + invoiced allocations blocking the change. On Contract Info, use the swap icon (Change tenant) in the Tenant card, pick another existing tenant, and confirm Reassign booking. Past payments and issued invoices stay on the original tenant for audit; the payment plan is not rebuilt automatically.

Symptom	Likely wrong control	Fix
Wrong person, dates and unit are correct	Delete Booking	Change tenant — reservation stays live
Entire row is duplicate import	Change tenant	Delete Booking — Cancel Booking vs Delete Booking
Real stay voided under policy	Change tenant or Delete	Cancel booking — refund dialog

See Bookings > Change tenant.

Where is the Gantt-style bookings chart (Day / Week / Month)? On Bookings, switch the view toggle to Timeline (or open /bookings/timeline). Each row is a unit; coloured bars are stays. The chart loads listings in pages — scroll the chart body vertically to load more unit rows. Use Day, Week, or Month above the date axis, clear Only bookings when you need manual or channel blocks on the same rows, and click a bar to open Booking detail in the sidebar. Export is available only on the table List view. See Bookings > Timeline view and the walkthrough video on that page.

Bookings — Timeline view (Day scale) with unit rows, booking bars, and Day / Week / Month controls

Why can't I see a platform in my booking filters? Only platforms that are enabled in Settings > Integrations appear as filter options in the Bookings module. Enable the platform there first, then link each unit to its external listing ID.

Why does Delete Booking fail on an integration reservation?

Pair with other FAQ subsections

Integration Delete guard pairs with FAQ — Cancel Booking vs Delete Booking (when Delete is appropriate vs Cancel booking), FAQ — Portfolio retirement decisions, Glossary — Provider platform Delete Booking guard hub, Glossary — Provider platform Delete Booking guard, Bookings — Provider platform payment (bookings-detail-provider-platform-payment-field.png, bookings-provider-platform-reject-delete-flow.mp4), Bookings — Delete Booking (soft archive), and Processing a New Booking — Step 1 (duplicate imports). Full pairing matrix: FAQ subsection cross-reference.

When the booking still has a provider platform in-payment (partner-collected first payment recorded in Vivin), Delete Booking on Contract Info → Check-in & Check-out is blocked until that row is cleared (#2076). Open Transactions on the booking or Finance → Transactions, then Reject the provider-platform payment when it is still pending, or assign it to another reservation in the same account when no allocation is invoiced. Delete payment on the ledger stays disabled for provider-platform rails — rejection is the supported path. After the in-payment is rejected (or moved), retry Delete Booking. Use FAQ — Cancel Booking vs Delete Booking when you need full ledger history for a real voided stay instead of soft-archive. See Bookings — Delete Booking (soft archive) and Bookings — Provider platform payment.

Booking detail — Delete Booking blocked while provider platform payment is present

Why does Delete Booking fail with a VIVIN credit card or Virtual IBAN message?

Pair with other FAQ subsections

System-payment Delete guard pairs with FAQ — Delete Booking on integration reservation (provider platform guard #2076 — different error copy), FAQ — Cancel Booking vs Delete Booking, Finance — Assign a payment to another booking, Finance — Delete payment on the ledger, and Bookings — Delete Booking (soft archive). Full pairing matrix: FAQ subsection cross-reference.

When the booking still has a non-rejected credit card or Virtual IBAN in-payment row (Vivin system rails), Delete Booking is blocked until that payment is cleared (#2200). The error toast reads: "The booking cannot be deleted while there is a VIVIN credit card or Virtual IBAN payment still present, please reject or reassign the payment."

Open Transactions on the booking or Finance → Transactions, then Reject the pending system payment, or assign it to another reservation in the same account when invoicing rules allow. Delete payment stays disabled for vIBAN and credit card rails — rejection or reassignment is the supported path. After the in-payment is cleared, retry Delete Booking.

This guard is distinct from the provider platform block (#2076) — that error mentions provider platform payment instead. A booking can hit one guard or the other depending on which rail still has an open in-payment.

Why doesn't the booking Changelog list every field Vivin stored at creation?

Pair with other FAQ subsections

Changelog scope pairs with Glossary — Change history, Bookings — Timeline (booking change log), Listings — Change history (property/unit setup — same #2093 rule), Tools → Audit (manual blocks and discounts — not booking field edits), and Manual block hygiene (cross-portfolio block triage). Full pairing matrix: FAQ subsection cross-reference.

The Changelog under Contract Info → Check-in & Check-out shows operator-initiated edits and workflow milestones — not every default or normalized value Vivin writes when the reservation is first created (#2093). Vivin intentionally omits untouched defaults and normalized fields so the timeline does not look like dozens of phantom edits on day one. The same rule applies to Change history on Listings property/unit setup.

Surface	Where	What it logs
Booking Changelog	Contract Info → Check-in & Check-out	Milestone dates + booking field edits (rent, dates, status)
Listings Change history	Property/unit setup sidebars	Building and unit field edits (contract timing, rent grid, access)
Tools → Audit	`/audit`	Cross-portfolio manual blocks and discounted contract values

When more than four booking events exist, use View all (N) and Search changes… in the modal to filter by field name, author, or date text. For cross-portfolio manual block triage, open Tools → Audit — Audit does not replace the in-sidebar Changelog or Change history blocks.

Booking detail — Contract Info, Changelog under Check-in & Check-out with milestone dates and logged field changes

Booking detail — Contract Info, Changelog View all modal with search and full event list

See Bookings — Timeline (booking change log), Listings — Change history (listings-property-edit-change-history.png), Glossary — Change history, and Manual block hygiene (Audit vs sidebar audit trails).

Why does a booking show fixed monthly rent when the unit is variable?

Pair with other FAQ subsections

Fixed-rent inference pairs with Glossary — Fixed Rent, Listings — Rent Value tab, Bookings — Fixed rent on a variable unit, Processing a New Booking — Step 3, and FAQ — Lower rent below invoiced (invoiced floor still applies after inference). Full pairing matrix: FAQ subsection cross-reference.

When every contract month between the booking's Start date and End date shares the same configured rent on a variable unit, Vivin stores the reservation as fixed rent at booking level — scheduled payment amounts are unchanged; only the headline Monthly rent and the fixed/variable flag reflect the constant value. If any month is missing from the unit's seasonal grid or amounts differ, the booking stays variable with per-month rows. The listing remains variable for future stays — only this reservation collapses to one headline. After Add booking, open Contract Info to confirm whether Change monthly rent opens with fixed selected. Legacy bookings were backfilled when their stored per-month values already matched. Rent decreases on invoiced months still follow FAQ — Lower rent below invoiced. See Bookings > Fixed rent on a variable unit, Processing a New Booking — Step 3, and Glossary — Fixed Rent.

Booking detail — Contract Info with a single Monthly rent headline on a variable listing (booking stored as fixed rent)

How do I list bookings with debt or filter by channel? Use Sort by → Debt for a debt-ordered list, or open Other filters on the Bookings toolbar: set Balance to Debt or Overpayment, use Source platform for channel-specific lists, and combine with contract, deposit, and date filters. See Bookings — Other filters.

Where do I assign a tenant category for a new direct booking?

Pair with other FAQ subsections

Direct-booking category assignment pairs with Common Workflows — Portfolio segmentation by tenant category, Glossary — Tenant category, Settings > Tenant categories, Processing a New Booking — Step 2, Managing a Check-in — Step 1 (re-verify before access codes), and FAQ — Finance tenant category filter parity. Channel imports: Default for integration-created tenants. Full pairing matrix: FAQ subsection cross-reference.

Add booking does not include a category field — assign tenant category on the tenant profile. Use + Create New → Tenant (optional Category in the modal) before you create the reservation, or open Tenants → Tenant Info → Personal Information (pencil) after the booking exists. Do this before contract or onboarding mail in Processing a New Booking — Step 4 so portal modules and Communication Rules audience match the segment. Re-verify Category during Managing a Check-in — Step 1 before access codes go out. Channel imports may inherit the default for integration-created tenants; direct bookings do not. See Glossary — Tenant category, Onboarding a New Property — Step 4, and Processing a New Booking — Step 2.

Why did my booking not generate a payment schedule? The payment schedule is generated based on the property's contract settings (payment frequency, confirmation payments, check-in payments) configured during property creation Step 4. If these settings are incomplete or missing, the schedule may not generate correctly. Verify the property's Payments tab settings.

Can I edit a booking's payment schedule after creation? The payment schedule is fixed at booking creation. You can add extra charges using the Add Charge button (see Adding Extra Charges), but you cannot remove or modify the originally generated charges.

What happens if I create a booking that overlaps with an existing one? Vivin prevents overlapping bookings on the same unit. The system will warn you about the conflict and block the creation.

What happens to the payment schedule when I cancel a booking? It depends on the refund type. Full refund: all payment items are removed. No refund: only unpaid future items are removed; already-paid items are retained. Partial refund: requires manual adjustment — the system does not automatically calculate partial amounts. When the tenant contests deposit retention during cancellation, use deposit disputes before you Mark refunded. See Cancelling a Booking.

How do I handle an early departure? Update the booking Move out date to the actual departure date from Contract Info (pencil on Booking information → Move out → Change move-out date). Leave Update Payment Plan enabled so Vivin recalculates the schedule and removes future unpaid charges beyond the new date. For contract-boundary-only edits, use End date → Change contract end date — see Early Departures. Be careful with room changes to avoid double billing.

What about charges that have already been invoiced? Charges that have been invoiced through the accounting integration (e.g., Invoice-xpress) cannot be automatically removed from the payment schedule. Create a credit note on Contract Values (then issue from Finance → Transactions) or register the document manually in your accounting system. For rent specifically, Vivin enforces an invoiced floor on Change monthly rent and Contract Values → Edit amount — you cannot save a lower net on a month that Finance already exported.

Why can't I lower rent below what was already invoiced?

Pair with other FAQ subsections

Invoiced-floor blocks pair with Invoiced floor (rent) hub (surface table + per-guide mesh), Rent reduction after invoicing hub (workflow symptom table), Common Workflows — Rent reduction after invoicing, Common Workflows — Bulk Hostkit invoicing (Issue credit notes after external rent relief), Glossary — Invoiced floor (rent), Glossary — Invoiced floor (rent) hub, Glossary — Rent reduction after invoicing hub, Glossary — Hostkit, Bookings — Changing contract dates and rent, Contract Values tab, Finance — Invoiced floor and rent edits, Finance — Issuing credit notes, and Glossary — Credit note (payment reject/revert). Full pairing matrix: FAQ subsection cross-reference.

Symptom	Surface	Fix
Month saves at invoiced amount, not your lower entry	Contract Info → Change monthly rent	Blue Already invoiced months banner — clamped months keep exported totals
Save disabled under New net amount	Contract Values → Edit amount	Red inline validation — net below invoiced+draft totals
Need goodwill discount below exported rent	Contract Values → Credit note	Manage credit notes (`bookings.add_credit_note`) → Not issued credit note → Issue credit notes (N)
Hostkit Not issued credit note after rent relief	Credit note registered in Vivin ledger	Issue credit notes (N) — same pacing as Bulk Hostkit invoicing

When Finance has already invoiced rent for a calendar month, lowering the scheduled net below that total would break accounting alignment. On Contract Info → Change monthly rent, months where the new amount would fall below the invoiced total are clamped to the invoiced value (blue Already invoiced months info banner in the modal — other months still save at your entered amount). On Contract Values → Edit amount, Save stays disabled when net would drop below the invoiced+draft totals on that line (red inline validation under New net amount). When you truly need to reduce invoiced rent, open Contract Values → Credit note (Manage credit notes) to create a pending reversal, then issue it from Finance → Transactions (Not issued credit note → Issue credit notes (N) / Issue credit note to provider). Vivin will not persist a lower net on an already-exported month via Edit amount alone. Pair with FAQ — Fixed rent on variable unit when repricing after equal-month inference. See Bookings — Changing contract dates and rent, Contract Values tab, Finance — Invoiced floor and rent edits, and Common Workflows — Rent reduction after invoicing.

Booking detail — Change monthly rent modal with Already invoiced months info banner clamping exported rent

Booking Contract Values — Edit Payment Amount modal with Already invoiced helper and net-below-invoiced validation error

Walkthrough: pencil-edit Booking information, open Change monthly rent, then Contract Values → Edit amount on an invoiced rent line.

What happens when I reject or revert an incoming payment?

Pair with other FAQ subsections

Reject/revert flows pair with Common Workflows — Reject/revert mistaken receipts, Glossary — Credit note warning (reject/revert) hub, FAQ — Credit note warning (reject/revert) hub, Common Workflows — Bulk Hostkit invoicing (Issue credit notes Hostkit pacing after invoiced Reject / Revert), Glossary — Credit note (payment reject/revert), Payment Allocation — Correcting mistaken receipts, Common Workflows — Pending manual receipt approval (duplicate still pending → Reject), Common Workflows — Rent reduction after invoicing (credit note on invoiced rent), Finance — Issuing credit notes (integrated invoicing) (Not issued credit note filter → Issue credit notes), Bookings — Row actions on in-payment rows, Finance — Row actions on in-payment rows, Finance — Delete payment on the ledger, and FAQ — Manual receipt still pending. Full pairing matrix: FAQ subsection cross-reference.

Pick the correction that matches receipt status — a duplicate still pending needs Reject; a duplicate already approved needs Revert:

Symptom	Likely cause	Fix
Duplicate never approved	Still pending on ledger	Reject payment / Reject selected — Pending manual receipt approval
Duplicate after month-end Approve	Wrong booking or amount confirmed	Revert payment on booking Transactions or Finance row menu
Delete payment greyed out	vIBAN / provider platform or invoiced allocation	Revert or clear Not issued credit note queue
Red / blue modal on confirm	Charge already invoiced	Issue credit notes (N) — Finance — Issuing credit notes
Not issued credit note batch stays Pending	Hostkit rate limit on bulk push	Same pacing as Bulk Hostkit invoicing — FAQ — Bulk Hostkit invoicing slow
Rent cut blocked below exported month	Invoiced floor — distinct from receipt cleanup	Rent reduction after invoicing

Action	Row status	Best surface	Effect
Reject payment / Reject selected	pending / processing	Bookings → Transactions (per-row) or Finance → Transactions (bulk Reject selected only)	Removes the in-payment from the booking and ledger
Revert payment	confirmed or rejected	Bookings → Transactions (per-row) or Finance → Transactions row menu	Rolls allocations and booking balances back
Delete payment	Eligible manual rows only	Finance → Transactions	Removes the row entirely — disabled for vIBAN / provider platform or when any allocation is invoiced, manual, or draft
Issue credit notes	After Reject / Revert on an invoiced charge	Finance → Transactions — Not issued credit note filter pill	Pushes reversal documents to Hostkit / Invoice-xpress or Set manual

Both Reject and Revert show accounting follow-up copy in the confirmation modal — Reject warns that you may need a credit note and invoice updates (red banner); Revert reminds you to update the invoice or issue a credit note when Finance already recorded the charge (blue info banner). On Finance → Transactions, Reject is bulk-only — tick pending rows and use Reject selected (there is no per-row reject icon on the ledger); booking Transactions still exposes per-row Reject payment and Revert payment.

When Hostkit or Invoice-xpress already invoiced the charge, Vivin creates credit-note reversal allocations after you confirm Reject or Revert. Triage those from Finance → Transactions: use the invoice filter pills beside Export — Not issued credit note lists rows whose reversals still need a provider push or manual registration; tick eligible rows and Issue credit notes (N) on the bulk bar, or open transaction detail and use Issue credit note to provider / Set manual on each reversal allocation. Issued credit note confirms the document left Vivin or was registered externally. This queue is the in-product follow-up the red and blue modals reference — not a separate spreadsheet. Pair with Finance — Issuing credit notes (integrated invoicing) and Glossary — Credit note (payment reject/revert).

When a duplicate or wrong booking receipt blocks month-end KPIs, use the same habit as Processing a New Booking — Step 5b, Managing a Check-in — Step 3b, Handling a Late Payment — Step 4b, Entering Monthly Utility Bills — Step 4b, Cancelling a Booking — Step 2a, Managing a Check-out — Step 6 (duplicate final payment), Notification triage — Step 4, and Portfolio KPI review — Step 7. See Payment Allocation — Correcting mistaken receipts, Bookings > Transactions row actions, Finance > Row actions, and Finance > Delete payment on the ledger.

Finance Transactions — bulk selection bar with Approve selected and Reject selected

Walkthrough: booking Transactions — open Approve, Reject, and Revert confirmation modals (demo cancels each without saving).

Why is my manual receipt still pending after I recorded it?

Pair with other FAQ subsections

Pending receipt flows pair with Common Workflows — Pending manual receipt approval, Common Workflows — Reject/revert mistaken receipts (Reject duplicate while still pending — finance-transactions-bulk-reject-selected-bar.png), Common Workflows — Notification row-click navigation (alert → booking Transactions), Glossary — Pending manual in-payment (Finance), Glossary — Pending manual in-payment (Finance) hub, Glossary — Credit note (payment reject/revert), FAQ — Pending manual receipt approval hub, FAQ — Pending manual in-payment on /notifications, Payment Allocation — Pending manual approval, Notification triage — Step 4, FAQ — Dashboard Total Debt subtitle, Common Workflows — Finance debt receivables triage, and FAQ — Reject or revert an incoming payment (duplicate cleanup after approval). Full pairing matrix: FAQ subsection cross-reference.

Manual in-payments stay pending until a user with Approve payments confirms them. The Manual Payments KPI on Overview totals every manual in-payment in the selected month (pending and approved) — a non-zero value does not by itself mean the approval queue still has rows. Clicking the card opens the month drill-down of all manual rails; isolate pending rows with the amber Pending chip on Finance → Transactions.

Surface	Best for	Approval action
Finance → Transactions	Portfolio-wide Pending queue, bulk Approve selected / Reject selected	Amber Pending chip on All card → row icons or bulk bar
Bookings → Transactions	One reservation with Payment Plan / Contract Values context	Per-row Approve payment (same modal as Finance)
`/notifications` or bell	Alert-driven entry when a receipt still awaits approval	Row-click → booking Transactions → Approve (Step 4)

Triage from Finance → Transactions: click the amber Pending chip on the All type-summary card, then Approve payment (per row) or Approve selected / Reject selected (bulk bar). Ledger Reject is bulk-only — booking Transactions still exposes per-row reject. For mistaken duplicates, see FAQ — Reject or revert an incoming payment and Common Workflows — Reject/revert mistaken receipts. Until approval, Total Debt and In debt lines may not reflect the receipt — including the Dashboard Total Debt card for ongoing stays (headline and >15 days subtitle — FAQ — Dashboard Total Debt subtitle). When a Payment received or Pending manual in-payment alert brought you here, start from Notification triage — Step 4 before you clear unread in Step 5 — see also FAQ — Pending manual in-payment on /notifications. See Glossary — Pending manual in-payment (Finance), Payment Allocation — Pending manual approval (month-end habit), Processing a New Booking — Step 5b, Handling a Late Payment — Step 4b, Managing a Check-in — Step 3b, Entering Monthly Utility Bills — Step 4b, Cancelling a Booking — Step 2a, Portfolio KPI review — Step 7, and Finance — Pending manual payments.

Finance Transactions — All card with amber Pending chip active and filtered ledger rows

Booking detail Transactions — Approve payment confirmation modal

Walkthrough: amber Pending chip on Finance → Transactions → Approve payment (cancel before saving).

Payments & Finance

Pair with other FAQ sections

Ledger, deposits, credit note (modal banners: Credit note warning hub), and payment overdue answers pair with Bookings (Contract Values, Transactions tabs), Hostkit hub (setup surfaces + Listing keys / FR series — settings-invoicing-hostkit-series.png), Bulk Hostkit invoicing hub (symptom table for month-end Issue allocation / Issue credit notes pacing — finance-transactions-bulk-selection-bar.png, finance-transactions-bulk-toolbar-fixed-invoice-date-banner.png), Month-end invoicing (fixed date) hub (fixed Invoice date before bulk export — settings-invoicing-invoice-date-toggle.png), Fixed invoice date reminder hub (amber banner on Finance → Transactions — finance-transactions-fixed-invoice-date-banner.png, finance-transaction-detail-fixed-invoice-date-banner.png), Utility overage collections hub (bill posting → Payment Plan overage In Debt — utilities-allocations-row-breakdown-expanded.png, utilities-allocations-review-flow.mp4), Check-out final utilities handoff hub (final supplier bills + overage lines before Ready To Refund — bookings-detail-payment-plan-tab-schedule.png, bookings-detail-deposit-tab-ready-to-refund-toggle.png, utilities-allocations-review-flow.mp4), Check-out collections before refund hub (rent/fee In Debt on Payment Plan before deposit release — workflows-check-out-coordination-flow.mp4, finance-contract-values-in-debt-filter.png, bookings-detail-deposit-tab-ready-to-refund-toggle.png), Check-out ledger cleanup before refund hub (tenant paid once but duplicate transfer leaves phantom In Debt — bookings-detail-transactions-revert-modal-info-banner.png, finance-transactions-bulk-reject-selected-bar.png, bookings-payment-row-actions-flow.mp4), Cancellation collections before void hub (pre-cancel rent/fee In Debt blocks Cancel booking — finance-contract-values-in-debt-filter.png, bookings-cancel-booking-modal-refund-types.png, workflows-cancel-booking-refund-modal-flow.mp4), Deposit dispute hub (contested deposit retention blocks Refund / Mark refunded — bookings-detail-deposit-tab-mark-disputed-button.png, bookings-detail-deposit-tab-disputed-state.png, deposit-dispute-mark-and-resolve-flow.mp4), Partly collected security deposit hub (deposit Paid > 0 but < Amount — distinct from rent Partial Paid — finance-deposits-lifecycle-partial-paid-card.png, bookings-detail-deposit-tab-partial-badge.png, finance-deposits-partial-collection-walkthrough.mp4), Pending manual receipt approval hub (recorded transfers still pending until Approve payments — finance-transactions-pending-pill.png, finance-transactions-pending-approve-flow.mp4), Credit note warning (reject/revert) hub (red/blue modal banners → Not issued credit note queue — bookings-detail-transactions-reject-modal-credit-note-banner.png, bookings-payment-row-actions-flow.mp4), Payment alert to receivables triage hub (symptom table when payment overdue alerts need row-click before Debt Aging — notifications-row-navigate-to-booking-detail.png, notifications-row-navigation-flow.mp4), Payment alert to receivables triage (row-click /notifications before Debt Aging), Confirmation alert triage (Upcoming Booking created / Payment received before bulk mark-read), Finance Income status drill-down (Income chart segments vs Debt Aging booking rows), Cash flow forecast drill-down (Cash flow forecast collections history vs Dashboard rent-due chart), Bookings that owe money (receivables triage), Dashboard Total Debt subtitle (headline vs >15 days on post-login /), Uncovered Debt KPI (deposit coverage vs all-booking Total Debt), Why do I not see a deposit on Finance Deposits? (toolbar date range default), Notifications & alerts (Handling a Late Payment — Step 1, Pending manual in-payment on /notifications until ledger approval), Integrations & Distribution (Hostkit invoicing), and Utilities (overage charges). Full pairing matrix: FAQ section cross-reference.

When should I use Cancel Booking vs Delete Booking?

Pair with other FAQ subsections

Cancel vs Delete pairs with Common Workflows — Wrong tenant on a booking (Change tenant when profile link is wrong — not Delete), Common Workflows — Cancel Booking vs Delete Booking, Glossary — Cancel Booking vs Delete Booking hub, Common Workflows — Portfolio retirement decisions (three-way Archive vs Cancel vs Delete — listings-archived-populated-table.png), Cancelling a Booking (policy settlement workflow), FAQ — Portfolio retirement decisions (building Archive vs reservation actions), FAQ — Delete Booking on integration reservation (provider platform guard #2076), FAQ — Manual payments after Delete Booking (archived-ledger visibility #1897), Glossary — Archived booking ledger visibility, Glossary — Archived property, Bookings — Delete Booking (soft archive), Finance — Archived bookings on the ledger, Processing a New Booking — Step 1 (duplicate imports), and Portfolio KPI review — Step 7 (month-end ledger gaps). Full pairing matrix: FAQ subsection cross-reference.

Use Cancel booking when a real reservation ends or is voided under your cancellation policy — you settle balances first (Cancelling a Booking), pick a refund type in the Contract Info dialog, and the stay stays visible in Canceled filters with full Finance → Transactions history. Use Delete Booking (soft-archive) only for mistaken or test rows you want out of default Bookings lists while keeping audit rails — not as a shortcut around cancellation settlement or deposit refunds.

Action	When to use	List visibility	Finance → Transactions after action
Cancel booking	Real stay voided; policy-driven refund	Canceled filter / status	All payment types stay visible
Delete Booking	Duplicate import, training row, mistaken create	Drops from default lists (soft-archive)	System Transactions (vIBAN, credit card) stay; Manual Transactions hidden (#1897); clear provider platform in-payment first (#2076)

Cancel booking opens the refund-type dialog on Contract Info → Check-in & Check-out — illustrated in Cancelling a Booking — Step 4. After confirmation, filter Bookings → Canceled to audit voided stays (bookings-list-canceled-tab.png). Delete Booking sits beside Cancel booking on the same card but soft-archives without running cancellation policy.

Delete Booking guards: clear any non-rejected provider platform in-payment first (#2076) — see Why does Delete Booking fail on an integration reservation?. Clear any non-rejected credit card or Virtual IBAN system in-payment before soft-archive (#2200) — see Why does Delete Booking fail with a VIVIN credit card or Virtual IBAN message?. Distinct from Archive property (building-level). Full three-way scope table: Portfolio retirement decisions. When manual or provider platform rows vanish from Finance → Transactions after soft-archive, see FAQ — Manual payments after Delete Booking (finance-transactions-type-summary-cards.png).

Bookings — Cancel booking dialog with full refund, no refund, and partial refund options

Bookings list — Canceled tab showing voided reservations still searchable in the directory

Finance Transactions — type summary cards showing System vs Manual Transactions buckets affected by soft-archive

Walkthrough: Contract Info → Cancel booking → review refund types (clip closes without confirming — contrast with Delete Booking, which has no refund dialog).

See Bookings — Delete Booking (soft archive), Finance — Archived bookings on the ledger, and Glossary — Archived booking ledger visibility.

Why did manual or provider platform payments disappear from Finance → Transactions after Delete Booking?

Pair with other FAQ subsections

Archived-ledger visibility pairs with FAQ — Cancel Booking vs Delete Booking, FAQ — Portfolio retirement decisions, FAQ — Delete Booking on integration reservation (provider platform guard #2076), Glossary — Archived booking ledger visibility hub, Glossary — Archived booking ledger visibility, Finance — Type summary cards (System vs Manual Transactions buckets), Finance — Archived bookings on the ledger, Portfolio KPI review — Step 7 (month-end reconciliation when rows seem missing), and Bookings — Delete Booking (soft archive). Full pairing matrix: FAQ subsection cross-reference.

Delete Booking soft-archives the reservation. On Finance → Transactions, Vivin hides manual ledger types tied to archived bookings — transfer, cash, deposit refund, provider platform, and similar operator-recorded rows under Manual Transactions — so test or mistaken stays do not clutter the portfolio ledger (#1897). vIBAN and credit card automated captures under System Transactions stay visible for bank/card reconciliation. Canceled bookings that are not archived keep every payment type visible. Ledger rows with no booking link (platform-level movements) are never hidden by this gate.

This is expected behaviour, not a sync bug — use FAQ — Cancel Booking vs Delete Booking when you need full Transactions history for a real voided stay. Month-end: if totals look short after cleaning up training rows, confirm you did not Delete Booking on reservations that still had manual receipts you need in exports — Portfolio KPI review — Step 7.

Finance Transactions — type summary cards showing System Transactions (Virtual Iban, Credit Card) vs Manual Transactions (Transfer, Cash, Deposit Refund, Platform)

Walkthrough: Finance → Transactions manual transfer row → booking Transactions tab → Delete Booking → manual row disappears from the portfolio ledger while System Transactions (Virtual Iban) stay for reconciliation (#1897).

See Finance — Archived bookings on the ledger, Glossary — Archived booking ledger visibility hub, Glossary — Archived booking ledger visibility, and Bookings — Delete Booking (soft archive).

What does Finance Overview “Income status” show, and how do I open the debt list?

Pair with other FAQ subsections

Income status pairs with FAQ — Bookings that owe money (Top debtors / overdue buckets — not the payment-line modal alone), FAQ — Dashboard Total Debt subtitle (ongoing bookings on / vs Finance all-booking KPIs), FAQ — Uncovered Debt KPI, Finance Income status drill-down hub (segment vs Debt Aging symptom table), Glossary — Finance income status, Glossary — Finance Debt Aging, Common Workflows — Finance debt receivables triage, Handling a Late Payment — Step 1, Notification triage — Step 4, and Portfolio KPI review — Step 7. Full pairing matrix: FAQ subsection cross-reference.

On Finance > Overview, the stacked Income chart breaks each month into Paid (dark teal), Scheduled (light teal), and In debt (red). Click a bar segment (or a row in its hover tooltip) to open a payment-line modal scoped to that month and status — tenant · unit rows with View booking, not a ranked debtor list.

Surface	Scope	Opens
Income → In debt segment	One calendar month + status	Payment-line modal (`finance-overview-income-status-in-debt-modal.png`)
Debt Aging panel	Booking-level receivables	Top debtors or overdue bucket → booking sidebar (`finance-overview-debt-aging-expanded-bucket.png`)
Total Debt KPI (Finance strip)	All-booking underpayment headline	Summary only — triage from Debt Aging
Dashboard Total Debt card	Ongoing bookings only	Headline + >15 days subtitle — not clickable (`dashboard-kpi-total-debt-tooltip.png`)

For booking-level receivables (who owes, days overdue), use the Debt Aging panel on the right: expand an overdue bucket or pick Top debtors, then click a row to open the booking sidebar. The Finance Total Debt KPI summarizes underpayment but does not open a table. Pair with FAQ — Bookings that owe money when you need tenant · unit rows instead of payment lines. Collections workflow: Handling a Late Payment — Step 1. Month-end reconciliation: Portfolio KPI review — Step 7. See Finance > Income status drill-down and Debt Aging.

Finance Overview — stacked Income chart with Paid, Scheduled, and In debt segments beside Debt Aging panel

Finance Overview — In debt payment-line drill-down modal for a selected month

Pair with other FAQ subsections

Cash flow forecast (Finance Overview) pairs with FAQ — Finance Income status drill-down (Income chart status segments vs collections history), Cash flow forecast drill-down hub (collections history vs Income / Dashboard symptom table), FAQ — Dashboard Total Debt subtitle (ongoing bookings on / vs Finance KPIs), Glossary — Cash flow forecast (Finance Overview), Glossary — Cash Flow Forecast (Dashboard) (rent due dates — different chart), Common Workflows — Cash flow forecast drill-down, Portfolio KPI review — Step 7, and Finance > Income chart and cash flow forecast. Full pairing matrix: FAQ subsection cross-reference.

On Finance > Overview, the Cash flow forecast chart (below the stacked Income chart) shows actual cash received per period — confirmed in-payments only, with no scheduled or In debt amounts. Toggle Month vs Day on the chart header. Click a bar to open an All payments drill-down modal for that month or day.

Surface	Scope	Opens
Cash flow forecast bar	One calendar month or day	All payments modal (`finance-overview-cash-flow-all-payments-modal.png`)
Income → Paid segment	One month + status	Payment-line modal — FAQ — Finance Income status drill-down
Dashboard Cash Flow Forecast	Rent due on calendar days	Timing chart — not collections (`dashboard-cash-flow-forecast-chart.png`)
Operations → Cash Flows	Non-booking expenses	Operator-recorded lines — not Overview collections

This is collections history on Finance — distinct from the Dashboard rent-due chart (Dashboard > Cash Flow Forecast) and from the stacked Income chart (FAQ — Finance Income status drill-down). Month-end reconciliation: Portfolio KPI review — Step 7.

Finance Overview — Cash flow forecast with Day granularity selected

Finance Overview — All payments drill-down from a Cash flow forecast month bar

Short walkthrough: toggle Day on Cash flow forecast, click a bar, review the All payments drill-down, then close.

How do I triage a payment overdue alert before opening Finance Debt Aging?

Pair with other FAQ subsections

Payment overdue alerts on /notifications pair with Payment alert to receivables triage hub (symptom table + per-guide mesh), FAQ — Notification row-click navigation (row-click opens the related booking), FAQ — Confirmation alert triage (contrast Upcoming vs Ongoing/Ended alerts), FAQ — Pending manual in-payment on /notifications (Approve before Debt Aging), FAQ — Bookings that owe money (portfolio Top debtors after single-booking triage), Common Workflows — Payment alert to receivables triage, Notification triage — Step 4, Glossary — Payment notification (operator), and Notifications — Payment overdue alerts. Full pairing matrix: FAQ subsection cross-reference.

On /notifications, row-click a Payments alert before you bulk Mark all as read — Notification triage — Step 4 opens the booking behind the ping so you confirm balance on Payment Plan or Transactions first. Only after single-booking triage (and clearing amber Pending receipts) open Finance → Overview → Debt Aging for ranked Top debtors — hub: Common Workflows — Finance debt receivables triage.

Alert text on `/notifications`	Step 4 row-click target	Before Debt Aging
Payment overdue	Payment Plan on opened booking	Confirm arrears — then Handling a Late Payment — Step 1 or Top debtors
Pending manual in-payment	Transactions → Approve	Not Debt Aging until queue clears — Pending manual receipt approval
Payment received from tenant …	Transactions — confirm ledger	Approve if still pending — then Step 5

Contrast Upcoming confirmation-week alerts (Booking created, Payment received on imports) with Ongoing/Ended payment overdue — FAQ — Confirmation alert triage and hub: Common Workflows — Confirmation alert triage. When Total Debt stays high after row-click, check amber Pending on Finance → Transactions and duplicate approved transfers (Reject/revert mistaken receipts) before you escalate collections on phantom debt.

Notifications — row-click from payment alert opens booking detail for balance review

Finance Overview — Debt Aging panel with overdue buckets beside the Income chart

Finance Overview — Debt Aging bucket expanded to show tenant · unit rows for an overdue band

Short walkthrough: row-click a payment overdue alert on /notifications, confirm balance on the opened booking, then clear unread in Step 5.

Short walkthrough: when alert triage needs portfolio context, expand a Debt Aging bucket and open a booking from Top debtors.

How do I triage an Upcoming confirmation alert before marking notifications read?

Pair with other FAQ subsections

Upcoming confirmation-week alerts on /notifications pair with FAQ — Notification row-click navigation (row-click opens the related booking), FAQ — Payment alert to receivables triage (contrast Upcoming vs Ongoing/Ended payment overdue), Confirmation alert triage hub (Booking created / Payment received symptom table), FAQ — Pending manual in-payment on /notifications (Approve before bulk mark-read), Common Workflows — Confirmation alert triage, Processing a New Booking — Step 5b / Step 6, Notification triage — Step 4, Glossary — Payment notification (operator), and Notifications — Payment overdue alerts (alert-type contrast). Full pairing matrix: FAQ subsection cross-reference.

On /notifications, row-click each Upcoming Booking created or Payment received alert before you bulk Mark all as read — Notification triage — Step 4 opens the Upcoming booking behind the ping so you finish confirmation gates on Transactions or Contract Info first. Only after Processing a New Booking — Step 5b / Step 6 (and Step 5) clear unread — hub: Common Workflows — Confirmation alert triage.

Alert text on `/notifications`	Step 4 row-click target	Before bulk mark-read
Booking created / new reservation	Contract Info / status tabs on opened booking	Step 6 portal sanity — not Managing a Check-in — Step 1 until ~7 days out
Payment received from tenant …	Transactions → Approve	Step 5b when receipt stays pending
Pending manual in-payment	Transactions → Approve	Pending manual receipt approval — not Debt Aging
Payment overdue on Upcoming stay	Payment Plan on opened booking	Handling a Late Payment — Step 1 — contrast Upcoming vs Ongoing on Payment alert to receivables triage

Contrast Upcoming confirmation-week alerts with Ongoing/Ended payment overdue — route receivables alerts via FAQ — Payment alert to receivables triage before Finance → Overview → Debt Aging. When Payment Plan still shows unpaid after a Payment received alert, the transfer is usually still pending — finish Step 5b before Step 5. Month-end lingering Pending on imports: Step 6b during Portfolio KPI review — Step 7.

Notifications — row-click from payment alert opens booking detail for Transactions approval

Booking detail Transactions — Approve payment confirmation modal

Short walkthrough: row-click a confirmation-week Payment received alert on /notifications, Approve on Transactions, then clear unread in Step 5.

How do I see which bookings owe money right now?

Pair with other FAQ subsections

Booking-level receivables pair with FAQ — Finance Income status drill-down (In debt segment opens payment-line detail, not booking rows), FAQ — Dashboard Total Debt subtitle (ongoing bookings only on /), FAQ — Uncovered Debt KPI, Glossary — Finance Debt Aging, Finance — Debt Aging panel, Common Workflows — Finance debt receivables triage, Handling a Late Payment — Step 1, Portfolio KPI review — Step 7, and Notification triage — Step 4. Full pairing matrix: FAQ subsection cross-reference.

Open Finance > Overview and use the Debt Aging panel: expand an overdue bucket or pick a row under Top debtors (each line shows tenant · unit, days overdue, and amount). Click a row to open the booking sidebar for collections follow-up.

When arrears cluster on one tenant category (corporate, short-stay, or Unassigned), open Other filters → Tenant category on Finance → Overview or Contract Values before you rank Top debtors — mirror the same segment on Bookings and Tenants when the Finance drawer omits it (FAQ — Finance tenant category filter parity, Common Workflows — Portfolio segmentation by tenant category).

The Total Debt KPI above summarizes portfolio underpayment but does not open a table on the redesigned Overview — triage from Debt Aging or the In debt segment on the Income chart (FAQ — Finance Income status drill-down). When Uncovered Debt sits close to Total Debt, prioritize Top debtors rows with thin deposit coverage — FAQ — Uncovered Debt KPI. Collections follow-through: Handling a Late Payment — Step 1. After a payment alert on /notifications, continue from Notification triage — Step 4. See Finance > Debt Aging panel and Glossary — Finance Debt Aging.

Finance Overview — Debt Aging panel with overdue buckets and Top debtors for booking-level receivables triage

Finance Overview — Debt Aging bucket expanded to show tenant · unit rows for an overdue band

What does Dashboard Total Debt subtitle mean?

Pair with other FAQ subsections

Dashboard Total Debt pairs with FAQ — Bookings that owe money (Top debtors on Finance when the card is not enough), FAQ — Finance Income status drill-down, FAQ — Uncovered Debt KPI, Glossary — Dashboard KPI cards, Common Workflows — Finance debt receivables triage, Portfolio KPI review — Dashboard Total Debt subtitle, Handling a Late Payment — Step 1, FAQ — Pending manual receipt still pending (headline may lag until approval), and Finance — KPI strip. Full pairing matrix: FAQ subsection cross-reference.

On the post-login Dashboard, the Total Debt card headline sums tenant underpayment on ongoing bookings only — the same live-stay notion Finance uses for collections triage. The subtitle below it shows how much of that ongoing debt sits on bookings older than 15 days; it is not a second copy of the headline. Hover the card info icon for the in-app definition of ongoing bookings and overdue debt.

Dashboard — Total Debt KPI card with portfolio debt headline and overdue (>15 days) subtitle

What is Uncovered Debt on Finance Overview?

Pair with other FAQ subsections

Uncovered Debt pairs with FAQ — Uncovered Debt KPI hub, FAQ — Bookings that owe money (Top debtors when deposit coverage is thin), FAQ — Dashboard Total Debt subtitle, FAQ — Finance Income status drill-down, Glossary — Uncovered Debt, Glossary — Uncovered Debt hub, Glossary — Finance Debt Aging, Common Workflows — Uncovered Debt KPI, Common Workflows — Finance debt receivables triage, Handling a Late Payment — Step 1, Portfolio KPI review — Step 7, and Finance — KPI strip. Full pairing matrix: FAQ subsection cross-reference.

Uncovered Debt is the part of portfolio Total Debt that is not offset by security deposits you still hold. A high Total Debt with a similar Uncovered Debt figure often means collections risk is not cushioned by deposit balances — prioritize those bookings in Debt Aging or Contract Values → In Debt (FAQ — Bookings that owe money, Finance — Debt Aging panel).

Finance Overview — seven KPI cards including Total Debt and Uncovered Debt

Finance Overview — In debt legend opened with payment line list and total

Walkthrough: compare Total Debt and Uncovered Debt on the Finance → Overview KPI strip, then expand Debt Aging Top debtors when deposit coverage is thin.

Uncovered Debt KPI

Pair with other FAQ hub sections

Deposit-coverage questions pair with Finance debt receivables triage hub (Top debtors after KPI strip compare), Pending manual receipt approval hub (Total Debt / Uncovered Debt lag until Approve), Partly collected security deposit hub (booking Deposit shortfall vs portfolio KPI), Payments & Finance, and Portfolio KPI review — Step 7. Hub parity: Uncovered Debt KPI hub · Glossary — Uncovered Debt hub · Common Workflows — Uncovered Debt KPI. Full pairing matrix: FAQ section cross-reference.

Symptom	Fix
Uncovered Debt ≈ Total Debt	Thin deposit offsets — prioritize Debt Aging Top debtors (`finance-overview-debt-aging-expanded-bucket.png`)
Looking for Uncovered Debt on Dashboard	Open Finance → Overview seven-card strip — `finance-overview-kpi-cards.png`
Total Debt unchanged after Add Payment	Approve Pending rows first — Pending manual receipt approval hub
Month-end debt looks low but notifications persist	Compare Uncovered Debt on Finance strip — not Dashboard ongoing card — Portfolio KPI review — Step 7
Need ranked debtors after thin-coverage read	Finance debt receivables triage hub — Top debtors after KPI compare

FAQ — What is Uncovered Debt on Finance Overview? — Short answer + per-guide mesh
Glossary — Uncovered Debt hub — Surface table + module mesh reciprocal hub
Common Workflows — Uncovered Debt KPI — Hub matrix (finance-overview-kpi-cards.png, finance-overview-debt-aging-expanded-bucket.png, dashboard-kpi-total-debt-tooltip.png, finance-uncovered-debt-kpi-triage-flow.mp4)
Common Workflows — Finance debt receivables triage — Four-surface habit after KPI strip compare
FAQ — Dashboard Total Debt subtitle — Ongoing bookings on / vs Finance all-booking KPIs
FAQ — Bookings that owe money — Top debtors when deposit coverage is thin
Handling a Late Payment — Step 1 — Collections follow-through after thin-coverage triage
Portfolio KPI review — Uncovered Debt KPI — Month-end Step 7 strip compare
Finance — KPI strip — Total Debt vs Uncovered Debt canonical surface
Dashboard — KPI cards — Total Debt headline does not show Uncovered Debt
Bookings — Deposit tab — Deposit tab on opened booking
Tenants — Finance debt receivables triage — With Debt cross-check

Why doesn't Finance → Other filters list every tenant category?

Pair with other FAQ subsections

Finance drawer parity pairs with Common Workflows — Portfolio segmentation by tenant category, FAQ — Assign tenant category for direct booking, Glossary — Tenant category, Glossary — Finance tenant category cache refresh (#2088 recategorization refresh), Finance — Tenant category filter, and Portfolio KPI review — Step 6. Full pairing matrix: FAQ subsection cross-reference.

Symptom	Likely cause	Fix
Segment defined in Settings but missing on Finance	Stale browser session or permissions	Refresh the page; confirm the segment still exists under Settings → Tenant categories — Finance loads the full catalog via `GET /tenant-categories` (#2314)
Filter results stale after Tenant Info edit	Finance caches refreshing	Wait seconds — Finance tenant category cache refresh
Segment missing on Bookings toolbar but present on Finance	Bookings uses portfolio filter catalog	Mirror on Tenants or check Bookings — Other filters catalog source
Month-end debt skewed to one segment	Mixed portfolio in default Finance views	Finance → Other filters → Tenant category + Finance debt receivables triage — Portfolio KPI review — Step 6

Finance → Other filters → Tenant category lists every segment defined under Settings → Tenant categories (GET /tenant-categories, #2314) — not only segments already present on cached booking rows. If a segment you created in Settings does not appear, refresh the drawer or confirm the segment was saved. Bookings → Other filters may still use the portfolio filter catalog for some controls; when Bookings and Finance disagree, check that the segment exists in Settings first. See Finance — Tenant category filter.

After you recategorize a tenant on Tenants → Tenant Info, Vivin force-refreshes Finance caches in the background (#2088) — Contract Values, Overview, and Deposits filter results usually match the new segment within seconds. That refresh updates which rows match the filter; it does not change the drawer vocabulary (already account-wide). See Glossary — Finance tenant category cache refresh.

Bookings list — Other filters drawer with Tenant category multi-select and one segment active

Finance Contract Values — Other filters drawer with Tenant category multi-select and one segment active

Why doesn't WhatsApp Genius recognize my number?

Pair with other FAQ subsections

Genius pairing: Automation & AI — WhatsApp Genius, Users — WhatsApp Genius phone linking, AI Chat module. Full pairing matrix: FAQ subsection cross-reference.

Symptom	Likely cause	Fix
Genius ignores messages from a staff phone	Number not linked on Users	Open Account Settings → Users, Edit the teammate, enter Phone Number in international format, and save (#2311) — the field is on Edit, not Add Team Member
Linked but wrong permissions	Sender maps to a different user	Confirm the WhatsApp sender matches the saved Phone Number exactly — Genius resolves the real property manager and their role
Cannot save a phone	Number already linked to another user	Each phone is unique per account while set — clear or change the other user's phone first
Confused with tenant chatbot	Two different WhatsApp flows	Genius = landlord staff assistant; ChatBot = tenant support line — see Automation & AI
Replies look like broken markdown / tables	WhatsApp formatting path	Expected: Genius strips tables/headings for WhatsApp (#2323) — see Automation & AI — How Genius replies behave
Genius says it cannot change data / cannot access account	Honest tool surface	Check AI / MCP → Tool permissions and the user’s role — Genius only advertises tools actually attached this turn (#2325)
Confirmation asks in the wrong language	Language consistency	Genius must confirm in the language of the latest user message (#2324); rephrase in that language if a prior English stub appears

Why don't Genius or AI Chat revenue numbers match Analytics?

Pair with other FAQ subsections

Finance-sourced AI metrics: Landlord MCP — Finance-sourced portfolio metrics, Finance → Overview, Automation & AI — WhatsApp Genius, AI Chat, Portfolio KPI review — Step 7. Full pairing matrix: FAQ subsection cross-reference.

Symptom	Likely cause	Fix
Assistant “revenue” ≠ Analytics Revenue / ADR / RevPAR charts	Different domains by design (#3183)	Compare against Finance → Overview (or Income), not Analytics occupancy pricing charts
“How much did we make?” ≠ bank deposits	Income expected vs cash collected	Ask for cash collected / received — `get-finance-overview` exposes both; `get-revenue-summary` is expected income (paid + scheduled + in debt), not cash in
Assistant cannot answer finance questions	Analytics tool domain Off, or missing `finance.module`	Enable Analytics (at least Read-only) on AI / MCP and confirm the user’s role includes Finance
Figures look stale vs the Finance page	Filters / month window	Match the assistant’s month (or omit months for current) and property/owner scope to the Finance toolbar before re-asking

Why does the tenant portal show a different deposit refund amount?

Pair with other FAQ subsections

Deposit refund display pairs with Tenant Portal — Payments tab, Managing a Check-out — Step 5, Glossary — Deposit refund summary (tenant-facing). Full pairing matrix: FAQ subsection cross-reference.

After operators Mark refunded, the Tenant Portal — Payments tab shows the net cash returned to the tenant — not the full contract deposit (#2295). When damage or unpaid charges were deducted from the deposit before refund, the portal shows a breakdown: gross reversed, amount applied to charges, and net to tenant. Transferred refunds (balance moved to another booking) show €0 net on this reservation. Before Mark refunded, tenants still see the forecast/pending state. Operators reconcile using Est. Refund on the booking Deposit tab and Finance → Deposits.

Why is a payment showing in the wrong month? Check the Paid At date on the incoming payment. If it is set incorrectly, the payment will appear in the wrong period in financial reports. Correct it in the Finance > Transactions tab.

A tenant paid on the wrong booking — can I move the receipt without re-entering the amount? Yes, when your role includes Assign payments to other bookings (finance.assign_payments_to_other_bookings). On Finance → Transactions or a booking’s Transactions tab, use Assign to other booking on an eligible in-payment row, or open transaction detail and use Reassign after choosing the target booking. The target can belong to a different tenant as long as it is in the same Vivin account — the case where a tenant pays for a family member and the transfer lands on the payer's booking. The whole payment moves (there is no partial split), and the control is disabled when any allocation on that payment is already invoiced. See Finance > Assign a payment to another booking.

How does payment allocation work? Incoming payments are allocated to scheduled charges based on the priority order configured in Settings > Payments. The highest-priority outstanding charge is paid first. See Payment Allocation for a detailed explanation.

What happens when a tenant overpays? The excess amount becomes a credit that is automatically applied to the next outstanding charge. See Overpayment Handling.

How do I reconcile bank statements with Vivin? Use the Transactions tab as your ledger: set the date range and Other filters to match the statement period, and use Select platforms when you isolate one channel's inflows. Export CSV or Excel to compare against your bank file offline. When you need to approve pending payments or batch-update invoice or allocation state, select rows with the checkboxes and use Approve selected, Issue allocation, Set manual, or Revert invoice from the bulk bar (requires Approve payments). For platform payouts where commissions were deducted, see Platform reconciliation. If a payment appears in the wrong month in reports, check Paid At on the transaction row.

Why is bulk Hostkit invoicing slow?

Pair with other FAQ subsections

Bulk Hostkit pacing pairs with Bulk Hostkit invoicing hub (symptom table + per-guide mesh), Common Workflows — Month-end invoicing (fixed date) (save fixed Invoice date before bulk Issue allocation), Common Workflows — Bulk Hostkit invoicing, Common Workflows — Reject/revert mistaken receipts (Issue credit notes after invoiced Reject / Revert), Glossary — Hostkit, Glossary — Credit note (payment reject/revert), Integrations — Hostkit API pacing, Settings > Invoicing — Hostkit invoice series, Finance — Invoice automation, and Finance — Issuing credit notes. Full pairing matrix: FAQ subsection cross-reference.

Before you re-run Issue allocation on the same rows, match your symptom:

Symptom	Likely cause	Fix
Rows stay Pending / Failed for several minutes	Hostkit rate limit — Vivin paces per listing key	Leave the batch running; refresh Transactions before duplicate runs
Same rows still Failed after refresh	Missing Listing keys or blank Hostkit invoice series	Integrations — Hostkit + Invoicing — Hostkit series
Hostkit invoice series is not configured toast	Series field empty	Save the exact FR code from Hostkit Faturação → Séries
Wrong document date on issued invoices	Fixed Invoice date still active	Month-end invoicing hub — turn Use today back on after batch
Bulk Pending — not a date issue	Hostkit API pacing	Bulk Hostkit invoicing — refresh Transactions before re-issue
Not issued credit note queue after Reject / Revert	Invoiced charge reversed in Vivin	Issue credit notes (N) — same Hostkit pacing as Issue allocation — Reject/revert mistaken receipts
Change monthly rent clamped below exported total	Invoiced floor — not Hostkit slowness	Rent reduction after invoicing — external credit note first

Hostkit limits how many API requests each listing key can make per minute. When you run Issue allocation or Invoice selected on many Finance → Transactions rows at once, Vivin paces outbound Hostkit calls (per key and at account level) and automatically retries HTTP 429 responses with backoff — so a large batch can take several minutes even though the UI stays responsive.

What to do: leave the batch running, then refresh Transactions before you click Issue allocation again on rows that still show Pending or Failed invoicing — duplicate runs can create support noise. If failures persist after a few minutes, confirm each unit has a Listing keys entry and Hostkit invoice series is saved. See Integrations — Hostkit API pacing, Glossary — Hostkit, and Portfolio KPI review — Step 7 (month-end sign-off).

Finance Transactions — bulk selection bar with Issue allocation and Invoice selected actions

Account Settings Invoicing — Hostkit invoice series (FR) field

How do I check which tenants have provided their IBAN for deposit returns? The Deposits tab lists Tenant IBAN on each row and supports search (including IBAN substring) plus quick status chips so you can focus on refunds blocked on missing bank details. See Finance > Deposits.

How do I find bookings where the security deposit is only partly collected?

Pair with other FAQ subsections

Deposit collection shortfalls pair with Glossary — Deposit lifecycle status, Glossary — Partly collected security deposit, Glossary — Partly collected security deposit hub, Finance — Deposit lifecycle status cards (Partial paid card), Common Workflows — Partly collected security deposit, Common Workflows — Deposit missing on Finance Deposits (clear toolbar date range when the Partial paid card is empty), Common Workflows — Lockout catch-up after password recovery, and Handling a Late Payment — Step 1 (deposit vs rent Partial Paid). Full pairing matrix: FAQ subsection cross-reference.

Partial Paid on a security deposit is not the same signal as Partial Paid on a rent schedule line — use this table before you chase the wrong tab:

Signal	Where to look	What it means
Deposit Partial paid lifecycle card	Finance → Deposits — Deposit lifecycle status row	Portfolio queue: Paid > 0 but < Amount on the deposit
Other filters → Deposit status → Partial paid	Bookings or Finance → Contract Values	Same lifecycle slice without opening Finance first
Amber Partially paid + remaining	Booking sidebar Deposit tab — Initial Deposit	Per-booking shortfall (Partial Paid on `depositStatus`)
Partial Paid on a rent line	Payment Plan or Contract Values rent rows	Scheduled rent — not the security deposit

Finance Deposits — Partial paid lifecycle card selected, narrowing rows to partly collected deposits

Booking detail — Deposit tab Initial Deposit row with amber Partially paid badge and remaining helper

Walkthrough: click the Partial paid lifecycle card, open a partly collected row, then review the amber Partially paid badge on the booking Deposit tab.

How do I freeze a deposit refund while we dispute deductions? Turn on Enable deposit disputes under Account Settings → Preferences → Charges & Payments, then use Mark as Disputed on the booking Deposit tab (or Mark disputed on Finance → Deposits) while the deposit is Fully Paid and your role includes bookings.dispute. Refund and Mark refunded stay disabled until you click Resolve Dispute (Disputed on depositStatus — see Glossary — Deposit lifecycle status). Portfolio triage: Other filters → Deposit status → Disputed on Bookings or Finance — see Finance — Deposit status filter. Full symptom table and mesh: Deposit dispute hub. See also Glossary — Deposit dispute hub, Glossary — Deposit dispute, Bookings — Deposit disputes, Finance — Deposit disputes (portfolio actions), Managing a Check-out, and Cancelling a Booking when retention is contested during cancellation.

Why do I not see a deposit (or dispute row actions) on Finance → Deposits?

Pair with other FAQ subsections

Missing deposit rows pair with Glossary — Finance Deposits date range, Glossary — Finance Deposits date range hub, Finance — Deposits tab, Common Workflows — Deposit missing on Finance Deposits, FAQ — Deposit missing on Finance Deposits hub, Common Workflows — Lockout catch-up after password recovery, Glossary — Deposit dispute, Managing a Check-out — Step 5, and FAQ — Partly collected security deposit. Full pairing matrix: FAQ subsection cross-reference.

Before you assume a booking has no deposit record, check whether the Finance → Deposits toolbar date range is hiding the row:

Symptom	Likely cause	Fix
Tenant or unit missing after an older move-out	Default ~3 months excludes check-out / Refund Due Date	Clear date range selection or widen from / to, then Search
Mark disputed / Resolve dispute chips missing on Finance	Dispute row actions only render on visible rows	Clear or widen the toolbar range first
Lifecycle card counts look too low	Cards scope to the active date window	Clear the range before month-end deposit triage
Partial paid card empty after clearing range	No partly collected deposits in portfolio	FAQ — Partly collected security deposit — distinct from rent Payment Plan
Older move-outs surfaced during lockout catch-up	Delayed refund/dispute triage	Common Workflows — Lockout catch-up after password recovery

Finance Deposits — default date range on the toolbar (about the last three months)

Finance Deposits — date range cleared so portfolio triage includes older move-outs

Booking detail — Deposit tab Refund Disputed with Resolve Dispute while refund is blocked

Walkthrough: open Finance → Deposits with the default toolbar range, click Clear date range selection, then review the widened portfolio table.

Can I see Airbnb and Booking.com income in the Finance module? Short-term platform income (when configured) is reflected in the Finance module's Income tab and Transactions tab. See the Finance module for income tracking across all channels.

Properties & Listings

Pair with other FAQ sections

Property wizard and calendar answers pair with Integrations & Distribution (channels and iCal), Operations (check-in/out pseudo rows), and Bookings (Timeline overlap checks). Full pairing matrix: FAQ section cross-reference.

How do I change the cleaning fee timing (Every Month vs. one-time)? The cleaning fee frequency defaults to Every Month during property creation and cannot be changed in the wizard. After creation, open the property in Listings, edit Contract Information, enable Cleaning Fee if needed, and choose Every Month, One-Time Fee at Booking Confirmation, or One-Time Fee at Move-in from the Frequency dropdown — see Payments tab — Cleaning fee frequency. You can override the mode on an individual booking under Contract Info → Cleaning Fees requirement; verify the Payment plan afterward, especially when invoiced cleaning rows already exist.

What is the difference between a Property and a Unit? A Property is a physical building or location. A Unit is an individual rentable space within that property. See Portfolio Hierarchy for more details.

Why can't I select an owner when creating a property? Owners must be registered in Settings > Owners before they appear in the property creation wizard. Add the owner there first.

Why don't I see the Full integration pill on my property or unit in Listings? Operators with Listings edit access should see Setup, Full integration, and Photos pills in the property or unit edit sidebar (#2082). Setup holds operational fields; Full integration opens the rich property & listing (booking engine) details editor (marketplace copy, amenities, partner fields); Photos is the gallery-only layer. If pills are missing, confirm your role includes Listings edit permission in Users and roles. The older header Go to details shortcut was replaced by these pills — see Glossary — Property edit sidebar pills and Listings — Editing Properties.

Can I bookmark or share a link straight into Property Details or Listing Details? Yes: use Listings URLs with ?propertyDetails=1 on the property edit path, or ?listingDetails=1 on a unit sidebar path. Patterns and examples are in Management Frontend Deep Links — Booking engine details layer.

Can I see prices directly on the availability calendar? Yes. Open Sales > Pricing (/sales/pricing): each month cell shows rent with bookings and blocks drawn behind it. You can also bulk-edit prices by selecting multiple cells. Legacy /sales/calendar bookmarks redirect to the same grid. For a time-on-axis view without month rent cells, use Sales > Multicalendar (/sales/multicalendar), Sales > Overview → Availability over time, or Bookings > Timeline. See Sales > Pricing tab and Sales > Multicalendar tab.

Why doesn’t Vacant Units show a unit that only has a manual block?

Pair with other FAQ subsections

Vacancy math pairs with Glossary — Vacant Unit Preference, Manual block hygiene, and Preferences → Vacant Unit Preference. Full pairing matrix: FAQ subsection cross-reference.

By default (Default on Preferences → Booking Defaults), a manual block makes the unit not vacant — it disappears from Dashboard → Vacant Units, lowers Today, and is excluded from Sales → Available now / Multicalendar filters. Choose Include manual blocks when you treat operator holds as physical vacancy for leasing triage (maintenance buffers you still want on Vacant Units). OTA/iCal calendar blocks and booking-linked unavailabilities still occupy the unit everywhere. After you change the setting, refresh Dashboard and Sales before reconciling counts with Portfolio KPI review — Step 7.

How can I tell the difference between a booking and a manual block on the calendar? In Sales > Pricing, bookings and manual or channel unavailabilities use different colours and patterns so you can distinguish tenant stays from operator holds and short-term blocks. The Overview tab’s Availability over time charts and Bookings Timeline use the same underlying occupancy rules with aggregated or per-unit free windows. See Sales module.

Portfolio retirement: Archive property, Cancel booking, or Delete Booking?

Pair with other FAQ subsections

Portfolio retirement pairs with Common Workflows — Cancel Booking vs Delete Booking (refund dialog vs soft-archive — workflows-cancel-booking-refund-modal-flow.mp4), Glossary — Portfolio retirement decisions hub, FAQ — Cancel Booking vs Delete Booking (reservation-level void vs cleanup), FAQ — Archive a property (building-level), FAQ — Delete Booking on integration reservation (#2076), FAQ — Manual payments after Delete Booking (#1897), Glossary — Archived property, Glossary — Archived booking ledger visibility, Manual block hygiene (portfolio sunsetting), and Common Workflows — Portfolio retirement decisions. Full pairing matrix: FAQ subsection cross-reference.

Before you pick Archive, Cancel booking, or Delete Booking, match your symptom:

Symptom	Likely wrong control	Fix
Need full ledger for a voided real stay	Delete Booking	Use Cancel booking — Cancelling a Booking
Manual receipts vanished after cleanup	Delete Booking on a stay you still reconcile	Expected #1897 — use Cancel when you need manual rows; see Manual payments after Delete Booking
Building should leave pickers but history stays	Delete Booking on every reservation	Archive property — Archive a property
Delete Booking blocked on OTA import	Pending provider platform in-payment	Reject or assign first (#2076) — Delete Booking on integration reservation

Three different controls retire inventory at different scopes. Use this table before you pick Archive, Cancel booking, or Delete Booking:

Action	Scope	When to use	Visibility after action	Finance → Transactions
Archive property	Whole building	Portfolio sunsetting; building leaves active pickers	Listings → Archived tab; hidden from default property pickers	All booking history and payment rows stay visible
Cancel booking	One reservation	Real stay voided under cancellation policy	Canceled filter / status	All payment types stay visible
Delete Booking	One reservation	Mistaken import, training row, duplicate create	Drops from default Bookings lists (soft-archive)	vIBAN / credit card stay; manual / provider platform hidden (#1897)

Archive property does not remove bookings — step-by-step: How do I archive a property?. For reservation-level voids vs cleanup, see Cancel Booking vs Delete Booking (bookings-cancel-booking-modal-refund-types.png, bookings-list-canceled-tab.png, workflows-cancel-booking-refund-modal-flow.mp4). After Delete Booking, manual / provider platform rows may disappear from Finance → Transactions while vIBAN / credit card stay — FAQ — Manual payments after Delete Booking (finance-transactions-type-summary-cards.png, #1897). Clear provider platform in-payment before Delete Booking on integration reservations (#2076) — bookings-detail-delete-booking-provider-platform-error-toast.png.

Listings Archived tab — populated table with archived properties and Unarchive actions

Walkthrough: Listings → Portfolio property edit Archive (building scope) → Listings → Archived tab → Bookings → Upcoming Cancel booking refund dialog vs Delete Booking confirm (clip closes without confirming any action).

How do I archive a property (or bring one back)?

Pair with other FAQ subsections

Building Archive pairs with Glossary — Archive property (building-level) hub, Glossary — Archived property, Listings — Archived properties, Portfolio retirement decisions, Common Workflows — Archive property (building-level), and Manual block hygiene (portfolio sunsetting). Full pairing matrix: FAQ subsection cross-reference.

Open the property in the Edit property sidebar on the Portfolio tab, scroll to the danger zone at the bottom, and choose Archive (the app confirms first; active bookings may trigger an extra warning). Archived properties move to the Archived tab at /listings/archived and disappear from default portfolio pickers until you Unarchive from that tab’s property sidebar. Archiving does not delete bookings or financial history. Legacy /properties/archived URLs redirect to the same tab. Archive property is building-level — do not confuse it with Delete Booking (reservation soft-archive) or Cancel booking (policy void with settlement). Hub matrix: Common Workflows — Archive property (building-level) · Glossary — Archive property (building-level) hub. See Listings — Archived properties, Glossary — Archived property, and the three-way table Portfolio retirement decisions.

Listings — Archived property edit sidebar with Unarchive in the danger zone

Walkthrough: Listings → Portfolio property edit → danger zone Archive (confirm dialog) → Listings → Archived tab → archived property edit → Unarchive (confirm dialog) for go-live recovery.

Operations

Pair with other FAQ sections

Ticket and turnover answers pair with Bookings (Timeline / Multicalendar overlap), Properties & Listings (maintenance automation on property), and Payments & Finance (deposit settlement on check-out). Full pairing matrix: FAQ section cross-reference.

How do I handle same-day turnovers?

Pair with other FAQ subsections

Same-day check-out + check-in pairs with Glossary — Same-day turnover, Common Workflows — Same-day turnover coordination (hub matrix + bookings-timeline-day-week-month-and-sidebar.mp4), Common Workflows — Check-in to check-out handoff, Managing a Check-in hub, Managing a Check-out hub, Managing a Check-in, Managing a Check-out, and Bookings — Timeline view. Full pairing matrix: FAQ subsection cross-reference.

When a check-out and check-in fall on the same calendar day for the same unit, plan cleaning, inspection, key handover, and deposit timing together — see Glossary — Same-day turnover.

Operations → Check-in & Check-out — Use Next 7 days (or Custom), switch Check-outs and Check-ins on the same unit (paste the unit internal name in Search so unit hits rank first). Step-by-step: Managing a Check-out and Managing a Check-in.
Operations → Tickets — Create or verify a turnover ticket with a due date before the incoming arrival; far-future schedule dates may show Draft until the date nears (Glossary — Draft ticket (display status)).
Visual overlap — On one unit row, open Bookings → Timeline (/bookings/timeline) or Sales → Multicalendar (/sales/multicalendar), paste the unit in toolbar Search, and use Week or Month scale to see departure and arrival bars together (bookings-timeline-day-week-month-and-sidebar.mp4, sales-multicalendar-timeline-booking-click.mp4).
Times and access — Confirm default check-in / check-out times in Settings → General Information and Access Lockers on the property before handover (Managing a Check-in — Step 4).

Why aren't automatic tickets being created for check-ins? Automatic ticket creation must be configured per property in Maintenances tab in the property editor (Listings). Verify the required fields and that the check-in automation toggle is enabled. If you opted out on Add booking for a one-off stay, see Can I skip automatic check-in/out tickets for one booking? (#1140).

Can I skip automatic check-in/out tickets for one booking?

Yes — on Add booking, after you select property and unit, turn off Use unit contract rents and other contract details on the rent step. When the property has check-in or check-out auto-create on Maintenances tab, Vivin shows Create check-in ticket and/or Create check-out ticket (#1140). Both default on (same as the property). Uncheck the events you want to skip for this reservation only — the property rule stays unchanged for future bookings. See Glossary — Per-booking maintenance ticket opt-out and Bookings — Creating a New Booking (bookings-add-booking-maintenance-ticket-opt-out.png).

How do I find a ticket by its ID?

On Operations → Tickets, paste the full sequential ticket ID shown on the row (for example S259, T27) into the toolbar Search box — added in #2074. Use the prefix letter plus number when email or support references #S259; partial numeric-only queries can match unrelated rows. For property-level tickets (common-area work with no unit suffix on the row), search the building internal name or combine with an active Property filter chip. When the Vivin team cites a maintenance ticket ID in Using in-app support, use the same Search habit on Operations → Tickets — not the Vivin support inbox. See Operations — Tickets toolbar search and Glossary — Directory search ranking.

Where is the Operations Schedule timeline? The Schedule tab (/operations/schedule) is a Vivin internal-only Gantt-style view of maintenance tickets by property. Customer property managers do not see it in the tab strip; opening the URL redirects to Operations overview. On desktop, use Today and the Day / Week zoom pills to scan ticket bars; click a bar to open Ticket details. The tab is not on the Operations bottom bar on phones — bookmark /operations/schedule or use a wider screen. See Operations — Schedule tab and Glossary — Schedule (Operations).

Why do I see “Booking.com Reservation” (or Airbnb) on Check-in & Check-out without a tenant booking? Short-term platforms sync through iCal calendar blocks, not full API booking imports. Those blocks appear as pseudo arrival or departure rows on Operations > Check-in & Check-out — often labelled with the platform name instead of a tenant. They block dates on your calendar but do not create a mid-term booking with payment plan, contract, or tenant portal access. Use Filters → Stay type → Mid-term when you only want long-stay handovers; use Short-term when reconciling channel turnover with Sales > Multicalendar. For contract and collections work, add a manual booking — see Processing a New Booking. See Glossary — Short-term iCal pseudo check-in/out.

Management Account Access

Pair with other FAQ sections

Sign-in and session answers pair with Common Workflows — Lockout catch-up after password recovery (post-recovery backlog mesh), Help & Vivin support (when locked out vs product help), and Platform subscription (Vivin billing) (checkout after sign-in). Team invites during setup: Getting Started — Recommended Setup Sequence step 3 (Users) and Accessing the Platform. Full pairing matrix: FAQ section cross-reference.

I forgot my management account password. How do I recover access? On the login page, click Reset your password, enter your account email, then use the link sent to your inbox to open the tokenized reset page and set a new password. Follow the full workflow: Resetting a Management User Password. After Step 3, catch up operational backlog per Getting Started — Lockout catch-up after password recovery and Common Workflows — Lockout catch-up after password recovery (notification triage, month-end Pending receipt mesh, portal gates). If you are signed in but need product help instead, see Help & Vivin support below.

Symptom after password reset	Fix
Unread `/notifications` alerts	Notification triage — Step 4
Pending receipts inflated debt	Common Workflows — Pending manual receipt approval
Landlord MCP / AI Chat 403	Refresh JWT — Landlord MCP — How it connects
Setup still blocked mid-wizard	Rerun Onboarding — Step 7 after catch-up

Management sign-in — password reset entry point

The reset link says invalid or expired. What should I do? Request a new link at platform.vivin.app/reset-password, then complete the flow using the newest email link. See Troubleshooting: invalid or expired link/token.

The reset form says my email format is invalid. Enter a full address with @ and a domain (for example [email protected]). The request step validates format in the browser before sending — see Step 1.

Why was I signed out with “Your session expired”? The management app refreshes your access token automatically in the background. That message appears only when refresh can no longer continue — for example after Logout, a long idle period past the refresh lifetime, or revoked credentials. Sign in again with your email and password. On shared devices, use Logout when you finish. See Getting Started — Staying signed in and logging out and Glossary — Management session.

Platform subscription (Vivin billing)

Pair with other FAQ sections

Workspace billing answers pair with Management Account Access (sign-in before checkout) and Help & Vivin support (billing escalations). Full pairing matrix: FAQ section cross-reference.

Why does Subscription show “Action Required” and ask me to add a card? Your workspace is not fully subscribed yet. Open Account Settings → Account → Subscription at /settings/subscription, expand Add card, and complete the hosted checkout (on mobile, use Open checkout in a new tab). Do not close the page until checkout succeeds. Some accounts also see the same checkout modal shortly after sign-in on desktop. See Subscription — Hosted checkout when action is required.

Help & Vivin support

Pair with other FAQ sections

In-app ticket UX pairs with Management Account Access (password recovery before tickets), Directory list load failures hub (symptom table for whole-module Retry / Try again — notifications-module-load-failure.png, audit-manual-blocks-load-failure.png), and Navigation & shortcuts (export and directory load-failure patterns). When a setup tab or wizard step still blocks progress after self-serve docs, confirm the matching Getting Started — Recommended Setup Sequence step and Account Settings — Recommended setup order row before you file a ticket — choose module Settings or Listings on the ticket. Full pairing matrix: FAQ section cross-reference.

When should I email support versus opening a ticket in the app? Use Get Help & Support (email to Vivin and the status page) for account-wide questions, billing or subscription changes, or when you do not need the conversation tied to a specific screen inside Vivin. Use in-app support when your role has the Support permission and you want a structured ticket thread, attachments (including videos up to 100 MB per file with inline playback in the thread), and history under Account Settings > Support (or the floating Help & Support control on desktop).

Why don't I see the floating Help & Support button or Support under Account Settings? The in-app experience is permission-gated. Only users whose role includes Support see the floating button and the Support area; administrators assign that capability in Users and roles (Support is only assignable to Administrator and Super administrator roles in the matrix). If you open a Support URL directly without permission, you see a standard access message.

Where do I open the full support ticket inbox? Sign in and go to platform.vivin.app/settings/support, or use Account / Settings in the sidebar and choose Support. Per-ticket URLs use /settings/support/:ticketId. See Using in-app support for filters, search, sort, scroll-to-load behaviour, New Ticket, and status labels.

Can I edit a Vivin support ticket after I submit it? On open tickets, use the ticket sidebar to fix the subject (pencil beside the title), change the module chip, or Edit the text of your own replies before Vivin posts a later message. You cannot change priority from the landlord inbox, edit Vivin’s messages, or edit messages on Closed tickets. See Editing open tickets.

How do search and sort work in the drawer versus the full inbox? Both surfaces share the same status and Opened by filters, the same sort options (Last updated, Creation date, Due date, Priority), and the same server-side search and sort (debounced search on subject, ticket number, and message text). Each loads tickets in batches of 20 and fetches the next batch when you scroll near the bottom. The full page shows Showing X of Y and End of list when every matching row is loaded; the drawer uses the same loading pattern in its scroll panel. Status tab counts come from a dedicated count API so badges stay accurate before you scroll through every ticket. Use the full inbox when you want the table layout and new ticket assignee default card. Changing search, sort, or filters reloads from the first batch on both surfaces.

What is the drawer Status multi-select (beside Active / Closed)? On desktop, the Help & Support drawer (#1861, #2085) pairs Active and Closed view chips with a Status multi-select and Sort by pills on the filter row. Status narrows active workflow states — tick any combination of Open, Pending, Awaiting your reply, Ongoing analysis, or Backlog (leave all unticked for All statuses; Closed is only on the chip). Chip and Status compose together: Active + Status → [Pending] focuses on Vivin-pending rows while Closed tickets can still appear in the list until you switch to the Closed chip; Closed ignores Status. The full /settings/support inbox still uses All / Open / Closed chips only. See Using in-app support — Help & Support drawer and Ticket status labels.

Is “New Ticket” under + Create New how I contact Vivin? No. + Create New > Operations > New Ticket opens an internal operations ticket for work on your properties (maintenance, cleaning, inspections, tenant requests). Vivin support threads are filed from Help & Support, Account Settings > Support, or /settings/support when your role has the Support permission. See Create New Menu and Using in-app support.

I clicked Export but no file downloaded — what happened? Large directory Export actions assemble the full filtered result set server-side. When the request fails (timeout, network drop, or HTTP error), Vivin shows feedback instead of failing silently: Bookings shows a red alert under the toolbar; Tenants, Listings, Sales, and Audit show a toast. An empty filtered list produces no file by design — that is not an error. See Glossary — Export and download failures.

A list page shows “Failed to load …” instead of my data — what should I do?

Pair with other FAQ subsections

Whole-module directory failures pair with Directory list load failures hub (symptom table + per-guide mesh), Common Workflows — Directory list load failures, Glossary — Directory list load failures hub, Glossary — Directory list load failures, Dashboard — Partial data load failures, Analytics — Layout and controls, Notifications — List load and read actions, Audit — Manual Blocks table loading, Utilities — Tab load failures, Glossary — Settings and profile load failures, FAQ — Communication or Tickets load failure (tab-scoped inside a booking). Full pairing matrix: FAQ subsection cross-reference.

That message means the first fetch for the directory failed (network, timeout, or server error) — not that your portfolio is empty. Use Retry / Try again on the alert, or refresh the page after connectivity recovers. A successful fetch that returns zero rows for your filters is the normal empty state — not this error.

Scope	Example surfaces	Recovery
Bookings Timeline	`/bookings/timeline` Gantt chart	Centered error panel — Couldn't load the timeline bookings. + Retry (re-fetches axis and bars)
Whole directory	Bookings list, Tenants, Listings, Sales, Operations tabs, `/notifications`	Inline alert card or red panel + Retry / Try again
Dashboard aggregate	Post-login `/` KPI strip	Banner — Some dashboard data failed to load. + Retry (other widgets may still render)
Booking sidebar tab	Communication, Tickets on one reservation	Tab-scoped Refresh / Retry — FAQ — Communication or Tickets load failure

Notifications module — initial load failure with Try again control

Audit — Manual Blocks tab load failure with Retry after simulated API error

Bookings Timeline — axis/bars load failure panel with Retry (#2310)

Dashboard — partial overview-stats load failure banner with Retry under the page header

Analytics — portfolio KPI workspace load failure with Try again

Common surfaces: Bookings list and Bookings Timeline (/bookings/timeline — Couldn't load the timeline bookings. + Retry, distinct from the list card), Tenants, Listings, Sales (whole module — distinct from Sales Overview day/bar popovers that show Failed to load free units while charts still work), Operations (Tickets / Cash Flows), Notifications, Audit (Manual Blocks), Analytics (We couldn't load your portfolio KPIs + Try again), Utilities (each tab — Cost map has no Retry; refresh the page), Support, and the Dashboard banner when aggregate KPI data fails. Inside a booking sidebar, Communication and Tickets tabs can fail independently — use Refresh or Retry on that tab without leaving the reservation. Account Settings tabs such as Emails → Communication Rules, Services → Requests, Integrations → Other providers (silent empty list — refresh the tab), and Invoicing → Tax codes (amber Retry while editing) use tab-scoped patterns. See Glossary — Directory list load failures, Glossary — Settings and profile load failures, and Glossary — Booking detail sidebar tab load failures.

Mark all as read did nothing — did it work? On /notifications and the Dashboard bell, a successful Mark all as read shows a success toast (All notifications marked as read.). If the API fails, you get an error toast and unread badges stay — retry after connectivity improves. See Glossary — Notification read actions.

Tenant Portal & Mobile App

Pair with other FAQ sections

Portal access and payment answers pair with Settings & tenant communications (mandatory fields, lifecycle emails), Why can't a tenant sign the contract in the portal? (PDF + Your Details gates), and Payments & Finance (operator-side receipts). Full pairing matrix: FAQ section cross-reference.

How do tenants access the Tenant Portal? The web Tenant Portal opens with an email form where tenants click Send access link. If a matching booking is found, Vivin emails a secure portal link. Direct links that include Booking ID (id) + Access Code (code, when configured) are also supported in onboarding/check-in communications. The portal does not use email/password login. See Tenant Portal.

Why can't a tenant make a payment online? Tenant online payments require your account payment module to be active (Vivin provisioning for pay-in flows — contact support if payments never appear for tenants) and the per-property Property Payments Active toggle in the Listings property editor — Payments tab. Both must be enabled for that property. These controls are not a single switch under Preferences; that page covers portal edit permissions and operational defaults instead.

Why is the Tenant Portal credit-card checkout blank or stuck on “Initializing payment…”? Card pay-in runs on Make payment (/paywall): Vivin creates a checkout session, then embeds the provider form in an iframe on the same page. A blank frame usually means the browser blocked embedding (privacy extension, strict tracking protection) or the session failed before a URL was returned — the portal shows a red error with Try again when create-checkout fails. Confirm the booking has an amount selected, Property Payments Active is on, and the tenant retries on desktop without frame-blocking extensions. Operators still see successful card in-payments on Finance → Transactions after webhook completion. See Tenant Portal — Make payment (Paywall) and Credit card (embedded checkout).

Can tenants attach photos to maintenance requests? Yes — the Help tab accepts text and file attachments. When the ticket is created but uploads fail (network or storage error), the portal shows an amber Request submitted without attachments banner: the Operations ticket still exists, but photos did not save. Tenants should retry or contact support. See Tenant Portal — Maintenance errors.

Why don't tenants see entry codes on portal Home?

Pair with other FAQ subsections

Entry codes visibility pairs with Tenant Portal — Entry codes, Preferences — Allow to see entry codes, Listings — Access Lockers, Managing a Check-in — Step 4, and Why didn't the automatic check-in email send?. Full pairing matrix: FAQ subsection cross-reference.

The portal Home Entry codes card is gated separately from the check-in email (#2166). Tenants see the card only when all of the following are true:

Check	What to verify
Preferences toggle	Allow to see entry codes is On under Settings → Preferences → Tenant Portal.
Check-in email sent	Last sent on Contract Info → Check-in & Check-out shows a check-in email — or use Send Check-in email when triggers are met.
During the stay	Current time is before checkout date + time. After checkout, the card hides even if codes were visible earlier.
Not canceled	Canceled reservations do not show entry codes on Home.
Codes configured	Building, property, or unit codes exist on Listings → Access Lockers.

When tenants received access codes in check-in mail but Home has no card, the account toggle is usually Off or the check-in email has not sent yet — not missing Access Lockers data. Disabling Allow to see entry codes hides only the portal card; it does not remove codes from the check-in email body.

Why can't a tenant sign the contract in the portal?

Pair with other FAQ subsections

Portal signing gates pair with Glossary — Mandatory for contract signing, Preferences — Mandatory fields before contract signing (account toggles), Tenant Portal — Digital contract signing (four-step wizard), Settings > Contract templates (PDF must exist first), Processing a New Booking — Step 4, Why didn't the automatic check-in email send? (portal signing vs paper upload), and Settings & tenant communications (lifecycle emails). Full pairing matrix: FAQ subsection cross-reference.

Common causes:

No contract PDF yet — Vivin must generate a contract for the booking before Sign contract appears on portal Home or Contract. Confirm Contract Info in management shows a generated file (or regenerate from your contract template workflow). Without a PDF, the portal shows a contact-you message instead of opening the wizard — see Processing a New Booking — Step 4.
Mandatory fields empty — Each toggle under Preferences — Mandatory for contract signing blocks the wizard Your Details step until the matching field is filled. Asterisk labels in the portal mirror those toggles. Enforcement runs in the portal UI and server-side on sign.
Category or preference locks — Tenant categories and portal permission toggles can make a field read-only; the tenant cannot complete a gate you require but disabled for their segment.
Lease purpose — When Lease purpose is required on the account, the tenant must pick an allowed value on the Review step before Sign unlocks — see Bookings — Lease purpose.

Operator checklist: (1) PDF on Contract Info, (2) mandatory toggles in Preferences, (3) tenant category allows editing required fields, (4) Lease purpose when required. Illustrated account toggles:

Account Settings — Preferences, Mandatory for contract signing toggles on the Tenant Portal card

See Tenant Portal — Digital contract signing for the full wizard (Your Details → Billing → Review → Sign). Portal signing satisfies lifecycle After contract signed triggers; paper uploads on Contract Info do not — see Why didn't the automatic check-in email send?.

Why is my tenant not receiving emails? Check the email template triggers in Settings > Emails. Verify the trigger conditions (e.g., "After paid & contract signed" vs. "Immediately after booking creation") and ensure the tenant's email address is correct in the booking. For lifecycle templates (onboarding, check-in, check-out), also confirm the booking still meets the trigger on the Booking lifecycle emails sub-tab — see the next question for check-in specifics.

Why didn't the automatic check-in email send?

Pair with other FAQ subsections

Lifecycle check-in mail pairs with Glossary — Lifecycle check-in email, Emails — When lifecycle check-in emails send (trigger matrix + operator upload vs portal signing), Tenant Portal — Digital contract signing (signedContractPath), Bookings — Check-in & Check-out emails, Processing a New Booking — Step 4, Managing a Check-in, Why can't a tenant sign the contract in the portal? (when signedContractPath never appears), and Preferences — Mandatory for contract signing. Full pairing matrix: FAQ subsection cross-reference.

Lifecycle check-in mail fires only when your Booking lifecycle emails — check-in trigger matches and Vivin has not already sent one check-in email for that booking (checkInEmailSentAt). Common blockers:

Trigger not met — For example After paid & contract signed requires move-in requirements paid and a portal digital signature (signedContractPath); After paid alone waits on move-in payments only. When the trigger needs signing but tenants stall on Sign contract, start with FAQ — Tenant contract signing blocked (PDF on Contract Info, mandatory Your Details gates, category locks).
Paper contract uploaded — Uploading a signed PDF on Contract Info marks the booking contract-signed for reporting but does not set signedContractPath or re-run lifecycle evaluation — see Emails — Operator upload vs portal signing. Use Send Check-in email on Contract Info → Check-in & Check-out after upload when move-in requirements are met.
15-day cutoff — Automatic send is skipped when check-in day is more than 15 days in the past (canceled bookings are skipped entirely).
Nuki-only toggle — With Only for Nuki access on, send waits until Nuki access points exist on the property or unit.
Already sent — Check Last sent on Resend Check-in email on Contract Info; use Resend if you need another copy.

On Contract Info → Check-in & Check-out, Send Check-in email / Resend Check-in email and Last sent are the operator controls when automation did not fire — distinct from Communication Rules (payment reminders, custom schedules on the Communication Rules sub-tab). Only a portal digital signature satisfies lifecycle After contract signed triggers; paper upload on Contract Info does not — pair Tenant Portal — Digital contract signing with FAQ — Tenant contract signing blocked when tenants never reach the Sign step.

Booking detail — Contract Info Check-in & Check-out card with Send and Resend check-in email actions

See Managing a Check-in, Glossary — Lifecycle check-in email, Processing a New Booking — Step 4 (generate PDF before portal signing), and Bookings — Check-in & Check-out emails.

Can tenants submit maintenance requests through the portal? Yes. Tenants can submit maintenance requests directly from the Tenant Portal, including photo attachments. These requests automatically create tickets in the Operations module for your team to manage. If the Request history list cannot load, tenants see Couldn’t load your requests with Try again — not the No requests yet empty state. See Tenant Portal — Errors, timeouts, and recovery.

Is the tenant portal branded with my company? Yes. The Tenant Portal is fully white-labelled with your brand colours, logo, and company name. Tenants see your identity, not Vivin's. Configure branding in Settings > General Information.

Integrations & Distribution

Pair with other FAQ sections

Channel sync and iCal answers pair with Properties & Listings (Channels tab linking), Bookings (import vs manual booking), and Operations (pseudo check-in/out rows). Full pairing matrix: FAQ section cross-reference.

Why aren't bookings syncing from Airbnb/Booking.com? Verify your API key or integration email is correct in Settings > Integrations. Then ensure each unit is linked to its corresponding external listing ID in the unit's Channels tab. See Integrations Troubleshooting for more issues.

Does Airbnb or Booking.com iCal sync create a full Vivin booking with payment plan? No. Airbnb and Booking.com use two-way iCal from Sales > Channels (and per-unit Channels in Listings): Vivin exports outbound availability and imports platform calendar blocks to prevent double bookings. Imported short-stay blocks surface on Operations > Check-in & Check-out and unit calendars as pseudo check-in/out rows — they do not automatically create mid-term booking records, payment schedules, or tenant profiles. For contract and collections work on a channel stay, create or import a proper booking. Mid-term marketplaces (HousingAnywhere, Uniplaces, and similar) use API imports that do create full booking records. See Glossary — Short-term iCal pseudo check-in/out and API Reference — iCal feeds — Inbound platform calendars.

Why does Airbnb or Booking.com stop showing availability after a certain date (or show everything as blocked beyond my horizon)? Short-term platforms read Vivin’s iCal feeds. The Short-term iCal Max Date is an account-wide safety horizon: nights after that date are exported to the feed as blocked, so external sites do not advertise open inventory past the cutoff you configured. If the date is too soon, calendars look “cut off”; if it is too far, you may be exposing more forward availability than you intended. Adjust the date under Account Settings > Integrations and use Apply to all listings or Apply to selected listings (Airbnb) so unit overrides stay aligned. See also Glossary — Short-term iCal Max Date.

Which marketplaces does Vivin integrate with? Vivin has full API integration with HousingAnywhere, Spotahome, Uniplaces, Inlife, Spacest, and more. Airbnb and Booking.com are supported via iCal calendar sync. See Integrations & Distribution.

What is the white label booking engine? It's a fully branded booking interface you embed on your website for commission-free direct bookings. It shows real-time availability, supports visit scheduling and video calls, and includes conversion tracking. See White Label Booking Engine.

Where do I configure property and listing details for the booking engine? From Listings, open a property or unit sidebar and choose the Full integration pill to edit booking-engine fields (descriptions, amenities, rules, multilingual content). Use Photos for gallery-only work. Those details power the white-label booking engine and marketplace integrations. See Property & listing details (booking engine).

Do I need to update each channel separately when blocking dates? No. When you block dates in Vivin (whether manually, through a booking, or via any channel), all connected platforms are updated automatically. See How Calendar Synchronisation Works.

How do I set up Hostkit for Portuguese Fatura-Recibo invoicing?

Open Account Settings → Integrations and add Hostkit under Other providers (no API key on the add dialog — keys are per listing).
On the Hostkit card, open Listing keys, search for each unit if needed, paste the property API key from Hostkit, and Save per row (the modal loads about 20 listings per scroll chunk).
Set Hostkit invoice series on Account Settings → Invoicing to match Hostkit Faturação → Séries (Vivin always requests document type FR).
After chargeable payments are invoiced, use see invoice on Finance → Transactions allocation rows or Invoice_ PDF tiles on the booking Files tab. See Finance — Hostkit invoice links and Glossary — Hostkit. Only one invoicing provider (Hostkit or Invoice-xpress) can be active per account.

Hostkit invoice links or PDFs look wrong — what should I check? Confirm Hostkit invoice series on Account Settings → Invoicing matches the FR series you issue from in Hostkit Faturação → Séries. Hostkit reuses numeric sequence ids across series; Vivin tracks each document as {series}/{id} and fetches PDFs from Hostkit’s permalink for that pair. A series typo can cause invalid series errors on create or mismatched see invoice / Files attachments until Settings match your live Hostkit series. See Finance — Hostkit invoice links.

Why does Hostkit invoicing fail with “invoice series is not configured”? The Hostkit invoice series field on Account Settings → Invoicing is required before Vivin calls Hostkit to create a document — an empty or whitespace-only value is rejected in-product so invoices are not silently issued into Hostkit’s default series. Paste the exact FR series code from Hostkit Faturação → Séries, Save, then retry Issue allocation or Invoice selected on Finance → Transactions.

The tenant did not receive a final invoice receipt email — was invoicing skipped? Not necessarily. Issue allocation / Invoice selected persists the PDF on the booking and updates allocation Invoiced state before Vivin attempts the optional receipt email controlled on Preferences → Final invoices (receipts). Check Bookings → Files or Finance → Transactions first — when the document is there, invoicing succeeded and only delivery may have failed (tenant email missing, toggles off, or spam). Outbound mail failure does not roll back invoiced state; do not re-issue solely because the mailbox is empty. See Finance — Tenant invoice receipt email.

AI & Automation

Pair with other FAQ sections

Chatbot and MCP answers pair with Settings & tenant communications (ChatBot settings under Account Settings), Bookings (Communication tab, Bot reasoning), Where do I read WhatsApp and email for one booking? (Communication vs global Inbox), WhatsApp per-booking messaging hub (symptom table for Inbox vs Bookings → Communication — inbox-module-triage-flow.mp4), Common Workflows — WhatsApp per-booking messaging, and How do I see AI token usage for my account? (internal LLM cost ledger — no management UI screen). Full pairing matrix: FAQ section cross-reference.

What can the AI chatbot do? The chatbot provides 24/7 tenant support via WhatsApp and email (there is no tenant chat surface inside the Tenant Portal). It handles enquiries about payment status, contracts, maintenance, and move-in information. Complex issues are automatically escalated to your team. See Automation & AI.

Where can I ask the AI questions about my own portfolio? Use the AI Chat module (Tools > AI Assistant in the sidebar, or /ai-chat) to ask questions about occupancy, revenue, move-ins, and coliving overview. The VIVIN AI Assistant answers using your real data. Access is Vivin internal accounts only — other roles do not see this menu entry. WhatsApp Genius (staff phones linked on Users) shares the same Landlord MCP tools. Money answers use Finance-page figures (get-finance-overview, get-revenue-summary) — compare against Finance → Overview, not Analytics ADR/RevPAR (FAQ — Genius revenue vs Analytics). See AI Chat Module, Automation & AI — WhatsApp Genius, and bookmarkable routes under Management deep links.

Why don't I see Tools > AI Assistant (or /ai-chat)? The in-product AI Assistant for operators is available only to Vivin internal management accounts. Customer property managers, admins, and viewers use the rest of the platform without this entry point; opening /ai-chat directly shows a standard permission message. Tenant-facing automated support remains on WhatsApp and email, not inside the Tenant Portal. See AI Chat.

What is the difference between Landlord MCP and Tenant MCP? Both are Model Context Protocol servers in the VIVIN stack that call the same Core API as the management app, but they target different automation scopes. Landlord MCP is account-scoped — portfolio intelligence, listings, bookings, owners, payments, and related operator tools for integrations that act like a signed-in property manager. Tenant MCP is booking- and tenant-context scoped — tools for tenant-facing assistants (portal links, payment and contract context, chatbot rules, maintenance) when the conversation is about a specific reservation. Choose Landlord MCP for operator workflows; choose Tenant MCP when the client already knows which tenant or booking it is serving.

Integration Swagger UI — listings operations expanded with Try it out

Partner channels that push booking events into Vivin (Housing Anywhere, Uniplaces) use inbound POST …/webhook routes on the Core API host — documented in Webhooks & Notifications with Integration Swagger captures, not via MCP tool names alone.

How does the AI invoice reader work? Upload a utility bill and the AI automatically detects the utility type, identifies the correct property, and extracts the amount, consumption, and billing dates. See Utilities > AI Invoice Reader.

How do I see AI token usage for my account?

Pair with other FAQ subsections

Token metering pairs with Glossary — AI usage ledger, AI usage API (GET /ai-usage, GET /ai-usage/summary), Portfolio KPI review — Step 7, and Automation & AI (assistant vs utility-bill features). Full pairing matrix: FAQ subsection cross-reference.

Vivin records each LLM call in an append-only ai_usage ledger (token counts and Vivin’s internal USD provider cost). There is no management-frontend screen for this today — operators with account_settings.module poll the Core API with a management JWT:

GET /ai-usage — paginated call log (newest first), with optional feature, from, and to filters
GET /ai-usage/summary — month-scoped aggregates by feature and model

landlord_chat covers AI Chat assistant turns; utility_bill_extraction covers Utilities — AI Invoice Reader PDF reads. Costs are internal metering — not tenant-facing invoices. Month-end review habit: Portfolio KPI review — Step 7. Full contract: AI usage API and Glossary — AI usage ledger.

Does Vivin change my prices automatically? No. Rent is under your control: set and bulk-edit monthly amounts in Sales > Pricing. Integrations propagate the availability and rates you configure; they do not replace your pricing decisions.

What kind of automation can I set up? Vivin supports automated booking-to-contract pipelines, payment reminders, invoice generation, check-in/check-out ticket creation, and bulk operations. Most automations are configured through Settings or property-level configuration. See Automation & AI.

Does the WhatsApp bot create tickets automatically? Yes. When the bot identifies a new issue that requires action, it automatically creates a ticket in the Operations module with the tenant's message, booking context, and any relevant history. If an existing ticket already covers the topic, the bot responds with that context instead of creating a duplicate. See Automatic Ticket Creation.

Will the WhatsApp bot respond to suppliers or contractors? If your WhatsApp business number is used for both tenant and supplier communications, the bot may respond to non-tenant messages. Consider using a dedicated number for tenant support to avoid this. See WhatsApp Support.

How do I audit why the WhatsApp bot sent a particular reply? On Bookings → booking detail → Communication, select the WhatsApp filter and find a mint Bot bubble (outbound message sent by the tenant chatbot). When Vivin stored internal reasoning for that automated reply, a compact Reasoning control appears under the message body — click it to expand the explanation the bot used before sending (italic text in parentheses). Only Bot messages include this toggle; tenant and human You bubbles do not. Use it to verify IF/THEN rules and persona behaviour without server logs. Hub parity: Bot reasoning (audit) hub · Common Workflows — Bot reasoning (audit). See Bookings — Communication tab (Bot reasoning) and Glossary — Bot reasoning (audit).

Bot reasoning (audit)

Pair with other FAQ subsections

Bot audit pairs with ChatBot settings hub (edit Persona / IF/THEN after thread review), FAQ — WhatsApp per-booking messaging hub, and AI & Automation. Full pairing matrix: FAQ subsection cross-reference.

Symptom	Likely cause	Fix
Bot gave a generic or wrong answer	Broad IF/THEN If phrase	Expand Reasoning → narrow rule at ChatBot settings
No Reasoning under Bot bubble	Reasoning not stored for that send	Not a UI bug — adjust rules from message content; see ChatBot settings hub
Need to change tone for all channels	Persona missing or vague	ChatBot — Persona — then verify on live thread
Bot still auto-replies on one booking	Pause bot not toggled	Communication → WhatsApp when pause label is configured

Booking detail — Communication tab, Bot message with expanded Reasoning audit text under the reply

Walkthrough: expand Reasoning on a Bot bubble, then open ChatBot → Special Rules to tune IF/THEN rows after the thread audit.

ChatBot settings

Pair with other FAQ subsections

ChatBot configuration pairs with Bot reasoning (audit) hub (thread audit after rule edits), FAQ — WhatsApp per-booking messaging hub, and AI & Automation. Full pairing matrix: FAQ subsection cross-reference.

Symptom	Likely cause	Fix
Inbox greyed in sidebar	Chatbot not enabled or not paired	Bot Status until Connected
Unlock your communication history	`isTenantChatBotEnabled` false	Contact Vivin; then pair Bot Status
Bot replies on almost every message	Catch-all IF/THEN rule	Replace with specific If situations — IF/THEN rules
Cannot edit rules (read-only card)	Super Admin–managed account	Who can edit ChatBot settings
WhatsApp composer missing	Outbound not provisioned	WhatsApp replies aren't available yet notice on Communication
QR expired before scan	Session timed out on phone	Refresh QR code on Bot Status

Account Settings — ChatBot → Persona subtab with persona text, IF/THEN rules preview, and rule count

Account Settings — ChatBot → Bot Status with Connected badge and live WhatsApp (UAZAPI) session

Account Settings — ChatBot → Bot Status with QR code and Awaiting scan badge during WhatsApp pairing

Walkthrough: Bot Status → Connect WhatsApp, confirm after the warning countdown, then scan the QR until Connected.

Where do I read WhatsApp and email for one booking?

Pair with other FAQ subsections

Per-booking messaging pairs with Common Workflows — WhatsApp per-booking messaging, FAQ — WhatsApp per-booking messaging hub, Common Workflows — Notification row-click navigation (New WhatsApp message from … on /notifications vs bell Inbox), Glossary — Booking Communication tab (visual row), Glossary — Notification row navigation, Bookings — Communication tab, Inbox module, ChatBot settings, Glossary — Bot reasoning (audit), FAQ — Communication or Tickets load failure, Notification triage — Step 2, Handling a Late Payment — Step 3, and Managing a Check-in. Full pairing matrix: FAQ subsection cross-reference.

When the tenant chatbot is enabled on your account, open the booking from Bookings and select the Communication tab in the detail sidebar. Use the WhatsApp pill for chat bubbles (tenant, Bot, and You), Labels, Pause bot (when configured), and the bottom composer to send replies from the management UI; use Email for read-only inbox-style rows you can expand (attachments preview/download when ingested). Traffic matches the tenant’s phone or email on the booking. Use Refresh in the sidebar header to reload after new traffic.

Surface	Best for	Reply from Vivin?
Bookings → Communication	One reservation with Payment Plan, Tickets, and Files context	WhatsApp yes (composer); Email read-only
Inbox (`/inbox`) or bell Inbox sub-tab	Cross-booking triage, unknown numbers, alert-driven entry	WhatsApp yes; same UAZAPI state as Communication
Dashboard bell → General	Payment/ticket/booking alerts — not message threads	N/A — switch to Inbox for WhatsApp pings
`/notifications` row `New WhatsApp message from …`	Mixed alert inbox — message ping among payment rows	Row with `link` opens thread; `bookingId` only → open Communication — Notification row-click navigation

If you see Unlock your communication history, the chatbot integration is not active for the workspace yet — pair with ChatBot settings and Inbox — Chatbot gating. If Communication shows Could not load messages, use header Refresh — other booking tabs stay available (FAQ — Communication or Tickets load failure).

Inbox module — conversation list and thread composer for portfolio-wide WhatsApp triage

Short walkthrough: open Inbox from the sidebar, pick a conversation, reply, and jump to the booking Communication tab when you need reservation context.

See Bookings — Communication tab (bookings-detail-communication-tab-whatsapp-composer.png, bookings-detail-communication-tab-email-inbox.png) and Inbox — Relationship to Bookings Communication.

How do I see why the bot sent a particular WhatsApp reply? On Bookings → Communication → WhatsApp, automated Bot bubbles can include a Reasoning control under the message when Vivin stored audit text with that reply. Click Reasoning to expand the internal explanation (italic text in parentheses). Tenant messages and human You replies do not show this control. Persona and IF/THEN rules are edited under Account Settings → ChatBot; reasoning is read-only on the thread. Hub parity: Bot reasoning (audit) hub · ChatBot settings hub. See Bookings — Bot reasoning and Glossary — Bot reasoning (audit).

Booking detail — Communication tab, Bot message with expanded Reasoning audit text under the reply

Services Marketplace

Pair with other FAQ sections

Tenant add-on answers pair with Tenant Portal & Mobile App (catalogue preview) and Payments & Finance (charges on payment plan). Full pairing matrix: FAQ section cross-reference.

What services can I offer to tenants? You can offer any service through a customisable catalogue — common examples include cleaning packages, gym memberships, insurance, airport transfers, co-working access, parking, and more. See Services Marketplace.

How are service charges billed? Service charges are automatically added to the tenant's payment schedule and tracked alongside rent and other charges in the Finance module.

My service description is long (for example terms and conditions). What do tenants see? The Tenant Portal shows a short preview of the description on each service card and in the confirmation step before they submit a request (about two lines, with an ellipsis when the text continues). Put critical information at the beginning, or add the optional Link on the service in Settings > Services so tenants can open your full terms or detail page. See Tenant Portal — Services catalogue.

Notifications

Pair with other FAQ sections

This section complements Notifications & alerts — start there for bell vs /notifications, infinite scroll, and payment-alert opt-in. Full pairing matrix: FAQ section cross-reference.

Where can I see all my notifications? Use the Notifications module to view your full notification history. You can search, filter by All/Unread/Read, and mark notifications as read. On desktop Dashboard, the header bell shows unread count and opens a slide-over with General and Inbox sub-tabs (message pings on Inbox; payment/ticket/booking alerts on General) — no in-panel link to the full page. Open /notifications directly (bookmark or address bar) for the full module. For WhatsApp-only triage, use the bell Inbox sub-tab or the global Inbox workspace at /inbox. There is no dedicated Notifications item in the left sidebar. See Notifications Module.

Utilities

Pair with other FAQ sections

Overage and AI reader answers pair with Properties & Listings (Bills Included ceilings), Payments & Finance (tenant charges on payment plan), and Why didn't my SIMAR water bill match the property? (Cód. Local vs meter number on Connections). Full pairing matrix: FAQ section cross-reference.

Why are tenant overage charges not being created? Overages require three things to be configured: (1) utility account IDs linked to the property, (2) Bills Included ceilings set on the property, and (3) utility types enabled in Settings > Utilities. Also ensure the bill is entered with the correct billing period. See Entering Monthly Utility Bills.

How does the AI read my utility bills? Upload the bill document and the AI Invoice Reader extracts all relevant data automatically. For best results, ensure your property utility connections are configured with up-to-date account IDs so the AI can match bills to properties. See Utilities > AI Invoice Reader.

Why didn't my SIMAR water bill match the property?

Pair with other FAQ subsections

SIMAR water matching pairs with Glossary — SIMAR water contract ID, Utilities — Connections tab, Listings — Step 2: Utility Bills ID, Utilities — AI Invoice Reader, and Entering Monthly Utility Bills. Full pairing matrix: FAQ subsection cross-reference.

SIMAR (Loures e Odivelas) invoices label the supply location as Cód. Local or Código de Local — not the water meter number (Nº de Contador). Enter that local code (without leading zeros) in Utilities → Connections Water and in property setup Step 2 (#2110). Example: Cód. Local: 0181474 → save 181474. The AI reader enforces the same rule on upload; if matching still fails, open the PDF, copy Cód. Local, and compare it to your Connections row. See Glossary — SIMAR water contract ID and Onboarding a New Property — Step 6.

FAQ subsection cross-reference

Pair with other FAQ sections

This table pairs anchored ### troubleshooting deep-dives with glossary terms, modules, and workflows. Section-level pairing: FAQ section cross-reference below. Term definitions: Glossary deep-dive index. Full hub map: the Finding your way tip at the top of this page.

Subsection	Parent section	Pair with
Permission denied toast	Navigation & shortcuts	Users and roles — Role Permissions, Users and roles — Blocked actions, Create New menu — Permissions, Glossary — Permission denied toast, Finance — Access tabs and toolbar, Error Handling — Authentication errors, Using in-app support (persistent `403` on Vivin tickets)
Phone shows Operations only	Navigation & shortcuts (mobile)	Operations — Mobile and narrow layouts, Getting Started — Mobile phones (operations-only shell), Glossary — Operations-only phone shell, Deep Links — Operations, Notifications module (`/notifications` when the Dashboard bell is hidden), Using in-app support (`/settings/support` on phones)
Notification row-click navigation	Notifications & alerts	Notifications module — Open the related booking, Bookings — Notification row-click navigation, Finance — Notification row-click navigation, Notification triage — Step 4, Glossary — Notification row navigation, Glossary — Notification row navigation hub, Deep Links — Notifications, Dashboard — Notifications bell (desktop), Handling a Late Payment — Step 1, Portfolio KPI review — Dashboard Total Debt subtitle, Deep Links — Broken entity deep links
Pending manual in-payment on `/notifications`	Notifications & alerts	Common Workflows — Pending manual receipt approval, FAQ — Manual receipt still pending, FAQ — Notification row-click navigation, Glossary — Payment notification (operator), Notifications — Pending manual in-payments, Glossary — Pending manual in-payment, Notification triage — Step 4, Notification triage — Step 5, Bookings > Transactions — Row actions, Finance — Pending manual payments, FAQ — Dashboard Total Debt subtitle, Portfolio KPI review — Step 7, Payment Allocation — Pending manual approval (`notifications-row-navigate-to-booking-detail.png`, `finance-transactions-pending-pill.png`, `finance-transactions-pending-approve-flow.mp4`)
Booking sidebar tab load failures	Bookings	Booking sidebar tab load failures hub, Common Workflows — Booking sidebar tab load failures, Common Workflows — Directory list load failures (whole-module Retry), Directory list load failures hub, Glossary — Booking detail sidebar tab load failures, Glossary — Directory list load failures, Bookings module, FAQ — Directory list load failures, Common Workflows — WhatsApp per-booking messaging, Notification triage — Step 4, Handling a Late Payment — Step 3, Managing a Check-in, Managing a Check-out (`bookings-detail-communication-tab-whatsapp-thread.png`, `bookings-detail-tickets-tab.png`)
Directory list load failures	Help & Vivin support	Directory list load failures hub, Common Workflows — Directory list load failures, Common Workflows — Booking sidebar tab load failures (tab-scoped recovery), Booking sidebar tab load failures hub, Glossary — Directory list load failures, Glossary — Booking detail sidebar tab load failures, Dashboard — Partial data load failures, Analytics — Layout and controls, Notifications module, Audit — Manual Blocks, Utilities — Tab load failures, FAQ — Communication or Tickets load failure, Using in-app support — Inbox load failures (`notifications-module-load-failure.png`, `bookings-detail-communication-tab-whatsapp-thread.png`) (`notifications-module-load-failure.png`, `audit-manual-blocks-load-failure.png`, `dashboard-partial-data-load-failure.png`, `analytics-kpi-load-failure.png`)
Booking Changelog scope	Bookings	Glossary — Change history, Bookings — Timeline (booking change log), Listings — Change history, Tools → Audit (manual blocks — not booking edits), Manual block hygiene (`bookings-detail-contract-info-timeline.png`, `bookings-detail-contract-info-timeline-view-all-modal.png`, `listings-property-edit-change-history.png`)
Vacant Unit Preference	Properties & Listings	Glossary — Vacant Unit Preference, Preferences — Vacant Unit Preference, Dashboard — Vacant Units, Manual block hygiene
Archive a property (or bring one back)	Properties & Listings	Glossary — Archived property, Listings — Archived properties, Portfolio retirement decisions, Manual block hygiene
Fixed rent on variable unit	Bookings	Glossary — Fixed Rent, Listings — Rent Value tab, Bookings — Fixed rent on a variable unit, Processing a New Booking — Step 3, FAQ — Lower rent below invoiced
Assign tenant category (direct booking)	Bookings	Common Workflows — Portfolio segmentation by tenant category, Glossary — Tenant category, Settings > Tenant categories, Tenants — Tenant Info, Processing a New Booking — Step 2, Managing a Check-in — Step 1, FAQ — Finance tenant category filter parity
Lower rent below invoiced	Bookings	Common Workflows — Rent reduction after invoicing, Glossary — Invoiced floor (rent), Common Workflows — Reject/revert mistaken receipts, Bookings — Changing contract dates and rent, Contract Values tab, Finance — Invoiced floor and rent edits, FAQ — Fixed rent on variable unit, Glossary — Credit note (payment reject/revert), Portfolio KPI review — Step 7 (`bookings-detail-change-monthly-rent-modal.png`, `bookings-detail-contract-values-invoiced-floor-edit-amount.png`, `bookings-rent-reduction-invoiced-floor-flow.mp4`)
Reject or revert incoming payment	Bookings	Common Workflows — Reject/revert mistaken receipts, Common Workflows — Bulk Hostkit invoicing (Issue credit notes pacing), Glossary — Credit note (payment reject/revert), Payment Allocation — Correcting mistaken receipts, Common Workflows — Pending manual receipt approval, Common Workflows — Rent reduction after invoicing, Finance — Issuing credit notes (Not issued credit note queue), Bookings — Row actions on in-payment rows, Finance — Row actions on in-payment rows, Finance — Delete payment on the ledger, FAQ — Manual receipt still pending, FAQ — Bulk Hostkit invoicing slow, Notification triage — Step 4, Portfolio KPI review — Step 7 (`bookings-detail-transactions-reject-modal-credit-note-banner.png`, `bookings-detail-transactions-revert-modal-info-banner.png`, `finance-transactions-bulk-reject-selected-bar.png`, `bookings-payment-row-actions-flow.mp4`)
Manual receipt still pending	Bookings	Common Workflows — Pending manual receipt approval, Glossary — Pending manual in-payment (Finance), Finance — Pending manual payments, Payment Allocation — Pending manual approval, FAQ — Pending manual in-payment on `/notifications`, FAQ — Dashboard Total Debt subtitle, Notification triage — Step 4, Reject/revert mistaken receipts, Portfolio KPI review — Step 7, FAQ — Reject or revert an incoming payment (`finance-transactions-pending-pill.png`, `bookings-detail-transactions-approve-payment-modal.png`, `finance-transactions-pending-approve-flow.mp4`)
Cash flow forecast drill-down	Payments & Finance	Common Workflows — Cash flow forecast drill-down, Common Workflows — Finance Income status drill-down, Portfolio KPI review — Cash flow forecast drill-down, Handling a Late Payment — Cash flow forecast drill-down, Glossary — Cash flow forecast (Finance Overview), Dashboard — Cash Flow Forecast, Finance > Income chart and cash flow forecast (`finance-overview-cash-flow-day-view.png`, `finance-overview-cash-flow-all-payments-modal.png`, `finance-overview-cash-flow-drill-down-flow.mp4`)
Payment alert to receivables triage	Payments & Finance	Common Workflows — Payment alert to receivables triage, Bookings — Payment alert to receivables triage, Finance — Payment alert to receivables triage, FAQ — Confirmation alert triage (contrast Upcoming vs Ongoing), Common Workflows — Finance debt receivables triage, Notification triage — Step 4, FAQ — Notification row-click navigation, FAQ — Pending manual in-payment on `/notifications`, FAQ — Bookings that owe money, Handling a Late Payment — Payment notification (operator), Notifications — Payment overdue alerts (`notifications-row-navigate-to-booking-detail.png`, `notifications-row-navigation-flow.mp4`, `finance-overview-debt-aging-walkthrough-flow.mp4`)
Confirmation alert triage	Payments & Finance	Common Workflows — Confirmation alert triage, Bookings — Confirmation alert triage, Finance — Confirmation alert triage, FAQ — Payment alert to receivables triage (contrast Upcoming vs Ongoing), Common Workflows — Pending manual receipt approval, Processing a New Booking — Step 5b / Step 6, Notification triage — Step 4, FAQ — Notification row-click navigation, FAQ — Pending manual in-payment on `/notifications`, Confirmation to check-in handoff (`notifications-row-navigate-to-booking-detail.png`, `bookings-detail-transactions-approve-payment-modal.png`, `notifications-row-navigation-flow.mp4`)
Finance Income status drill-down	Payments & Finance	Common Workflows — Finance Income status drill-down, Common Workflows — Finance debt receivables triage, Handling a Late Payment — Finance Income status drill-down, Portfolio KPI review — Finance Income status drill-down, FAQ — Bookings that owe money, FAQ — Dashboard Total Debt subtitle, FAQ — Uncovered Debt KPI, Glossary — Finance income status, Glossary — Finance Debt Aging, Finance — Income status drill-down, Handling a Late Payment — Step 1, Portfolio KPI review — Step 7 (`finance-overview-income-chart-debt-aging.png`, `finance-overview-income-status-in-debt-modal.png`, `finance-overview-income-drill-down-flow.mp4`)
Bookings that owe money	Payments & Finance	Common Workflows — Finance debt receivables triage, FAQ — Finance Income status drill-down, FAQ — Uncovered Debt KPI, FAQ — Dashboard Total Debt subtitle, Glossary — Finance Debt Aging, Finance — Debt Aging panel, Handling a Late Payment — Step 1, Notification triage — Step 4, Portfolio KPI review — Step 7 (`finance-overview-income-chart-debt-aging.png`, `finance-overview-debt-aging-expanded-bucket.png`, `finance-overview-debt-aging-walkthrough-flow.mp4`)
Dashboard Total Debt subtitle	Payments & Finance	FAQ — Bookings that owe money, FAQ — Uncovered Debt KPI, Dashboard — KPI cards, Finance — KPI strip, Common Workflows — Finance debt receivables triage, Portfolio KPI review — Dashboard Total Debt subtitle, Handling a Late Payment — Step 1 (`dashboard-kpi-total-debt-tooltip.png`)
Uncovered Debt KPI	Payments & Finance	FAQ — Bookings that owe money, FAQ — Dashboard Total Debt subtitle, Glossary — Uncovered Debt, Finance — KPI strip, Common Workflows — Finance debt receivables triage, Handling a Late Payment — Step 1, Portfolio KPI review — Uncovered Debt KPI, Processing a New Booking — Uncovered Debt KPI, Cancelling a Booking — Uncovered Debt KPI, Managing a Check-in — Uncovered Debt KPI, Managing a Check-out — Uncovered Debt KPI, Entering Monthly Utility Bills — Uncovered Debt KPI, Handling a Late Payment — Uncovered Debt KPI, Notification triage — Uncovered Debt KPI, Manual block hygiene — Uncovered Debt KPI, Onboarding a New Property — Uncovered Debt KPI, Using in-app support — Uncovered Debt KPI, Resetting a Management User Password — Uncovered Debt KPI (`finance-overview-kpi-cards.png`)
Finance tenant category filter parity	Payments & Finance	Common Workflows — Portfolio segmentation by tenant category, Bookings — Other filters, Tenants — Tenant category filter, Finance — Tenant category filter, Glossary — Tenant category, Glossary — Finance tenant category cache refresh, FAQ — Assign tenant category for direct booking, Portfolio KPI review — Step 6, Finance debt receivables triage (`bookings-list-other-filters-tenant-category.png`, `finance-other-filters-tenant-category.png`)
Bulk Hostkit invoicing slow	Payments & Finance	Bulk Hostkit invoicing hub, Common Workflows — Bulk Hostkit invoicing, Common Workflows — Month-end invoicing (fixed date), Common Workflows — Reject/revert mistaken receipts, Glossary — Hostkit, Glossary — Credit note (payment reject/revert), Integrations — Hostkit API pacing, Settings > Invoicing — Hostkit invoice series, Finance — Invoice automation, Finance — Issuing credit notes, Portfolio KPI review — Step 7 (`finance-transactions-bulk-selection-bar.png`, `finance-transactions-bulk-toolbar-fixed-invoice-date-banner.png`, `settings-invoicing-hostkit-series.png`)
Deposit / dispute row actions missing	Payments & Finance	Common Workflows — Deposit missing on Finance Deposits, Glossary — Finance Deposits date range, Finance — Deposits tab, Glossary — Deposit dispute, Managing a Check-out — Step 5, Portfolio KPI review — Step 7 (`finance-deposits-date-range-toolbar-default.png`, `finance-deposits-date-range-toolbar-cleared.png`, `finance-deposits-date-range-clear-flow.mp4`)
Partly collected security deposit	Payments & Finance	Common Workflows — Partly collected security deposit, Glossary — Deposit lifecycle status, Finance — Deposit lifecycle status cards, Finance — Deposit status filter, Bookings — Deposit tab, Processing a New Booking — Step 5, Managing a Check-in — Step 3, Handling a Late Payment — Step 1 (`finance-deposits-lifecycle-partial-paid-card.png`, `bookings-detail-deposit-tab-partial-badge.png`, `finance-deposits-partial-collection-walkthrough.mp4`)
Manual payments after Delete Booking	Payments & Finance	FAQ — Cancel Booking vs Delete Booking, FAQ — Portfolio retirement decisions, Finance — Archived bookings on the ledger, Finance — Type summary cards, Glossary — Archived booking ledger visibility hub, Glossary — Archived booking ledger visibility, Bookings — Delete Booking, Portfolio KPI review — Step 7 (`finance-transactions-type-summary-cards.png`)
Wrong tenant on a booking	Bookings	Common Workflows — Wrong tenant on a booking, Bookings — Change tenant, Common Workflows — Cancel Booking vs Delete Booking, Processing a New Booking — Step 6 (`bookings-detail-change-tenant-control.png`, `bookings-detail-change-tenant-flow.mp4`)
Cancel Booking vs Delete Booking	Bookings	Common Workflows — Cancel Booking vs Delete Booking, Wrong tenant on a booking hub, Cancelling a Booking, FAQ — Portfolio retirement decisions, FAQ — Delete Booking on integration reservation (#2076), FAQ — Manual payments after Delete Booking (#1897), Bookings — Delete Booking (soft archive), Finance — Archived bookings on the ledger, Glossary — Archived booking ledger visibility, Processing a New Booking — Step 1 (`bookings-cancel-booking-modal-refund-types.png`, `bookings-list-canceled-tab.png`, `workflows-cancel-booking-refund-modal-flow.mp4`, `finance-transactions-type-summary-cards.png`)
Delete Booking on integration reservation	Bookings	FAQ — Cancel Booking vs Delete Booking, Bookings — Provider platform payment, Bookings — Delete Booking (soft archive) (`bookings-detail-delete-booking-provider-platform-error-toast.png`, `bookings-provider-platform-reject-delete-flow.mp4`)
Portfolio retirement decisions	Properties & Listings	Common Workflows — Portfolio retirement decisions, FAQ — Cancel Booking vs Delete Booking, FAQ — Archive a property, FAQ — Manual payments after Delete Booking (#1897), Glossary — Archived property, Glossary — Archived booking ledger visibility, Manual block hygiene (`listings-archived-populated-table.png`, `listings-archived-unarchive-sidebar.png`, `bookings-cancel-booking-modal-refund-types.png`, `finance-transactions-type-summary-cards.png`)
Same-day turnovers	Operations	Glossary — Same-day turnover, Operations — Check-in & Check-out, Bookings — Timeline, Sales — Multicalendar, Managing a Check-in / Managing a Check-out
Find a ticket by its ID	Operations	Operations — Tickets toolbar search, Glossary — Directory search ranking, Using in-app support
Skip automatic check-in/out tickets for one booking	Operations	Glossary — Per-booking maintenance ticket opt-out, Bookings — Creating a New Booking, Listings — Maintenances tab
Tenant contract signing blocked	Tenant Portal & Mobile App	Glossary — Mandatory for contract signing, Preferences — Mandatory fields, Tenant Portal — Digital contract signing, Settings > Contract templates, Processing a New Booking — Step 4, FAQ — Automatic check-in email (`settings-preferences-tenant-portal-contract-signing-required.png`)
Automatic check-in email did not send	Tenant Portal & Mobile App	Glossary — Lifecycle check-in email, Settings > Emails — When lifecycle check-in emails send, Tenant Portal — Digital contract signing, FAQ — Tenant contract signing blocked, Processing a New Booking — Step 4, Bookings — Check-in & Check-out emails, Managing a Check-in (`bookings-detail-contract-check-in-out-emails.png`)
WhatsApp and email per booking	AI & Automation	Common Workflows — WhatsApp per-booking messaging, Common Workflows — Notification row-click navigation, Bookings — Communication tab, Inbox module, ChatBot settings, Glossary — Booking Communication tab, Glossary — Notification row navigation, Glossary — Bot reasoning (audit), FAQ — Communication or Tickets load failure, Notification triage — Step 2, Handling a Late Payment — Step 3 (`bookings-detail-communication-tab-whatsapp-thread.png`, `inbox-module-triage-flow.mp4`) (`bookings-detail-communication-tab-whatsapp-thread.png`, `bookings-detail-communication-tab-whatsapp-composer.png`, `inbox-module-overview.png`, `inbox-module-triage-flow.mp4`)
AI token usage for my account	AI & Automation	Glossary — AI usage ledger, AI usage API, AI Chat module (`landlord_chat`), Utilities — AI Invoice Reader (`utility_bill_extraction`), Portfolio KPI review — Step 7
SIMAR water bill property match	Utilities	Glossary — SIMAR water contract ID, Utilities — Connections tab, Listings — Step 2: Utility Bills ID, Entering Monthly Utility Bills

FAQ section cross-reference

Pair with other FAQ sections

This table pairs troubleshooting sections with setup, modules, and escalation hubs. Start with Navigation & shortcuts for shell behaviour; jump to Payments & Finance for ledger disputes. Full hub map: the Finding your way tip at the top of this page.

Use this table when one troubleshooting topic naturally leads into another — each row links to the FAQ sections you should read before or after the primary topic.

Definitions behind linked terms: Glossary. Step-by-step procedures: Common Workflows. First-time setup hub: Getting Started — Recommended Setup Sequence (steps 1–12 tab map: Account Settings — Recommended setup order).

Pair with other FAQ hub sections

Related below is the documentation map when troubleshooting spans setup, modules, concepts, workflows, or escalation paths. Pair Setup sequence after go-live with Getting Started — Recommended Setup Sequence; pair FAQ section cross-reference with Support — Section cross-reference. Each Related subsection has a row in FAQ section cross-reference above. Full hub map: the Finding your way tip at the top of this page.

Setup sequence after go-live

Pair with other FAQ hub sections

Post-go-live pairing starts with Getting Started — Recommended Setup Sequence (steps 1–15) and Onboarding a New Property — Step 7 before setup defect tickets. When a step is blocked, continue to Support — Setup sequence escalation. Self-serve first: FAQ — Settings & tenant communications. Full pairing matrix: FAQ section cross-reference.

Setup steps 1–3 — Navigation & shortcuts (greyed-out + Create New rows, permission toasts), Management Account Access (invites and session expiry); complete before Onboarding a New Property
Setup steps 4–12 — Settings & tenant communications (steps 10–12: tenant categories, emails, integrations); guided walkthrough: Onboarding a New Property; unfamiliar labels: Glossary — Setup sequence vocabulary
Setup steps 13–15 (Listings, Bookings, Tenants) — Bookings, Properties & Listings, and Payments & Finance once reservations exist
After steps 13–15 — Onboarding a New Property — Step 7 go-live verification before you escalate Listings/Multicalendar display defects
Optional setup sections on Getting Started — Recommended Setup Sequence map to FAQ sections: Integrations & Distribution (step 12), Tenant Portal & Mobile App (portal optional section), Utilities (Bills Included optional section), Analytics (KPI workspace) (dashboard optional section)
When a settings tab, property wizard step, or module permission still blocks progress after self-serve docs, open Get Help & Support or Using in-app support — cite the matching setup step and pair with Support — Setup sequence escalation

Documentation map & escalation

Pair with other FAQ hub sections

Documentation-map bullets pair with Introduction — Section cross-reference and Support — Section cross-reference. Hub parity anchors: Modules — Module cross-reference, Common Workflows section cross-reference. Full pairing matrix: FAQ section cross-reference.

Introduction — Platform overview and how this guide is organised; hub parity: Setup sequence after go-live
Getting Started — Interface layout, mobile shell rules, and the Recommended Setup Sequence hub (steps 1–12 Account Settings: Recommended setup order; steps 13–15 Listings, Bookings, Tenants); hub parity: Setup sequence after go-live
Onboarding a New Property — Guided walkthrough of setup steps 4–12; Step 7 — Verify in Listings after steps 13–15
Modules — Screen-by-screen reference for each management workspace linked from FAQ answers
Account Settings — Workspace-wide configuration that shapes module behaviour referenced in troubleshooting; setup sequence tab map: Recommended setup order and Tab cross-reference
Glossary — Definitions for terms referenced in these answers (ADR, webhooks, infinite scroll, and more); hub parity: Setup sequence after go-live, Setup sequence vocabulary
Common Workflows — Step-by-step procedures when FAQ points you to a task (hub: Setup sequence after go-live)
Concepts — Deeper explanations behind lifecycle, payments, integrations, and automation; hub parity: Setup sequence after go-live
API Reference — Partner HTTP contracts and integration feeds (including partial vs full feeds); hub parity: Setup sequence after go-live
Get Help & Support — Escalation when troubleshooting does not resolve the issue (hub: Support — Section cross-reference, Setup sequence after go-live, Setup sequence escalation; cite Recommended Setup Sequence step on setup tickets)
Using in-app support — Vivin product tickets, attachments, and drawer vs full inbox

Pair with other FAQ hub sections

Bookmark routes pair with FAQ — Navigation & shortcuts when answers point to wrong tabs. Missing records: Create New menu. UI-language mismatches: Interface language before translation defect tickets. Full pairing matrix: FAQ section cross-reference.

Management Frontend Deep Links — Bookmarkable platform.vivin.app routes when FAQ answers point to wrong tabs (including Notifications bell vs /notifications and booking-engine details query params)
Create New menu — Global + slide-out shortcuts into module modals when FAQ points to wizards
Deep Links — Account Settings — /settings/* tab routes paired with settings-driven FAQ answers
Settings > Interface language — Personal UI locale before you share deep links with multilingual operators
Resetting a Management User Password — Sign-in recovery when FAQ permission answers involve locked accounts

Lockout catch-up after password recovery

Pair with other FAQ hub sections

Post-recovery questions pair with Management Account Access, Payment alert to receivables triage hub (lockout-delayed payment overdue alerts), Confirmation alert triage hub (Upcoming confirmation alerts), Pending manual receipt approval hub, Finance debt receivables triage hub, Directory list load failures hub, and Booking sidebar tab load failures hub. Hub parity: Lockout catch-up after password recovery hub · Glossary — Lockout catch-up after password recovery hub · Common Workflows — Lockout catch-up after password recovery. Full pairing matrix: FAQ section cross-reference.

Common Workflows — Lockout catch-up after password recovery — Hub matrix when sign-in was restored mid-setup or mid month-end
Getting Started — Lockout catch-up after password recovery — Canonical operational backlog mesh
Resetting a Management User Password — Self-service recovery before catch-up
FAQ — Why is my manual receipt still pending? — Pending rows that accumulated during lockout
Notification triage — Alert backlog after regaining access
Common Workflows — Payment alert to receivables triage — Ongoing receivables after lockout (notifications-row-navigation-flow.mp4, finance-overview-income-chart-debt-aging.png)
FAQ — Confirmation alert triage — Upcoming confirmation alerts (bookings-detail-transactions-approve-payment-modal.png)
Common Workflows — Confirmation alert triage — Hub matrix for lockout catch-up
Common Workflows — Pending manual receipt approval — Pending mesh after lockout (finance-transactions-pending-pill.png)
Common Workflows — Finance debt receivables triage — Total Debt sign-off after approval (dashboard-kpi-total-debt-tooltip.png)
Common Workflows — Directory list load failures — Retry when lists fail after lockout
Common Workflows — Partly collected security deposit — Deposit shortfalls during catch-up (finance-deposits-lifecycle-partial-paid-card.png)
Common Workflows — Deposit missing on Finance Deposits — Clear toolbar date range for older move-outs (finance-deposits-date-range-clear-flow.mp4)

Symptom	Fix
Total Debt high after alert triage	Approve Pending receipts — Pending manual receipt approval; then Finance debt receivables triage
`/notifications` or Bookings will not load after lockout	Directory list load failures — Retry before alert triage
Partial paid card empty but booking Deposit shows shortfall	Clear date range — Deposit missing on Finance Deposits
Older move-outs missing from Finance Deposits	Deposit missing on Finance Deposits
MCP automation 403	Refresh JWT after Step 3
Setup wizard still blocked	Rerun Onboarding — Step 7

Notifications — row-click from payment alert opens booking detail for Transactions approval

Finance Transactions — All card with amber Pending chip active and filtered ledger rows

Walkthrough: sign-in Forgot password? entry → /notifications row-click → Finance → Transactions amber Pending chip → Approve payment (cancel) → Finance → Overview debt sign-off.

Walkthrough media

Pair with other FAQ hub sections

MP4 clips complement PNG screenshots on workflow and module guides — start at Common Workflows — Walkthrough media. Hub parity: Common Workflows — Walkthrough media. Full pairing matrix: FAQ section cross-reference.

Common Workflows — Walkthrough media — Canonical MP4 index for step-by-step operator guides
Modules — Module pages with embedded clips (Analytics tab switching, Operations mobile shell, Finance drill-downs)
Account Settings — Settings clips (ChatBot Save, Support new-ticket flow)
Onboarding a New Property — Property wizard MP4 beside setup steps 4–12
Booking lifecycle — Status filters and Timeline MP4 beside lifecycle concepts
FAQ — Reject or revert an incoming payment — Transactions row-action MP4 (bookings-payment-row-actions-flow.mp4)

Portfolio segmentation by tenant category

Pair with other FAQ hub sections

Segment filter questions pair with Finance debt receivables triage hub (segment-scoped Top debtors), Settings & tenant communications, Analytics (KPI workspace), and Occupancy KPI to block hygiene handoff hub (stale holds vs category-driven dips). Hub parity: Portfolio segmentation by tenant category hub · Glossary — Portfolio segmentation by tenant category hub · Common Workflows — Portfolio segmentation by tenant category. Full pairing matrix: FAQ section cross-reference.

Common Workflows — Portfolio segmentation by tenant category — Hub matrix when segment filters must align across reservations, receivables, and tenant profiles
Glossary — Portfolio segmentation by tenant category hub — Surface table + per-guide/module mesh reciprocal hub
Occupancy KPI to block hygiene handoff hub — Stale holds when segment filters look healthy — distinct triage
Common Workflows — Finance debt receivables triage — Segment-scoped Debt Aging / Top debtors (finance-other-filters-tenant-category.png, finance-overview-debt-aging-expanded-bucket.png)
FAQ — Finance debt receivables triage hub — Paired FAQ hub mesh
Settings > Tenant categories — Define segments, portal gates, and integration defaults
Bookings — Other filters — Tenant category in portfolio Other filters
Finance — Tenant category filter — Ledger segmentation (cache-built option list)
Glossary — Tenant category — Definition, portfolio filter catalog, and Finance parity
FAQ — Finance tenant category filter parity — Why Finance may omit segments not yet in the cache; mirror Bookings / Tenants filters
Glossary — Finance tenant category cache refresh — Filter results after Tenants → Tenant Info recategorization (#2088)
FAQ — Assign tenant category for direct booking — Add booking has no category field; assign on Tenant Info first
FAQ — Finance tenant category filter parity — Why Finance drawer may omit segments Bookings already lists (finance-other-filters-tenant-category.png)

Symptom	Fix
Segment on Bookings but missing on Finance drawer	Load Contract Values or mirror Bookings / Tenants — FAQ — Finance tenant category filter parity
Stale results after Tenants → Tenant Info recategorization	Wait seconds — Finance tenant category cache refresh (#2088)
Direct booking has wrong portal modules	Assign on Tenant Info before contract mail — FAQ — Assign tenant category for direct booking
Payment alerts cluster on one cohort	`/notifications` row-click → Finance → Other filters → Tenant category before account-wide collections
Segment filters healthy but Occupancy still dips	Occupancy KPI to block hygiene handoff hub — stale holds, not category rules
Top debtors skewed to one segment	Finance debt receivables triage hub — add Tenant category filter on Overview / Contract Values first

Bookings list — Other filters drawer with Tenant category multi-select and one segment active

Tenants — toolbar tenant category filter with one segment active and narrowed directory

Walkthrough: Bookings → Filters → Tenant category (No tenant category) on one property → Finance → Contract Values → Other filters mirror → Tenants toolbar No category filter → Analytics for month-end segment review.

WhatsApp per-booking messaging

Pair with other FAQ hub sections

Tenant messaging questions pair with Notification row-click navigation hub (message alerts on /notifications), AI & Automation, and the anchored FAQ subsection below. Hub parity: Common Workflows — WhatsApp per-booking messaging. Full pairing matrix: FAQ section cross-reference.

Common Workflows — WhatsApp per-booking messaging — Hub matrix when Inbox, bell Inbox, and Bookings → Communication disagree
Glossary — WhatsApp per-booking messaging hub — Surface table + per-guide/module mesh reciprocal hub
FAQ — WhatsApp and email per booking — Surface comparison and channel behaviour (bookings-detail-communication-tab-whatsapp-thread.png, bookings-detail-communication-tab-whatsapp-composer.png, bookings-detail-communication-tab-email-inbox.png, inbox-module-overview.png, inbox-module-triage-flow.mp4)
Bookings — Communication tab — Labels, Pause bot, Bot reasoning, email attachments
Inbox module — Portfolio-wide triage and bell Inbox sub-tab
ChatBot settings — Status Bot pairing when WhatsApp is disconnected
Notification triage — Step 2 — Message pings on bell Inbox
Common Workflows — Notification row-click navigation — New WhatsApp message from … on /notifications (notifications-module-row-click-target.png)
FAQ — Communication or Tickets load failure — Tab-scoped Refresh when Communication fails inside a booking
Notification triage — WhatsApp per-booking messaging — New WhatsApp message from … on bell Inbox / /notifications
Handling a Late Payment — WhatsApp per-booking messaging — Collections outreach on Step 3 with Payment Plan visible
Managing a Check-in — WhatsApp per-booking messaging — Arrival-week threads on Step 3 before key handover
Managing a Check-out — WhatsApp per-booking messaging — Departure-week deposit / damage threads on Step 6
Processing a New Booking — WhatsApp per-booking messaging — Confirmation follow-up on Step 6
Cancelling a Booking — WhatsApp per-booking messaging — Void outreach before Step 4
Entering Monthly Utility Bills — WhatsApp per-booking messaging — Utility overage questions on Step 4
Portfolio KPI review — WhatsApp per-booking messaging — Month-end message backlog on Step 7
Manual block hygiene — WhatsApp per-booking messaging — Blocked-calendar hold disputes on Step 3
Onboarding a New Property — WhatsApp per-booking messaging — First tenant threads after go-live on Step 7
Using in-app support — WhatsApp per-booking messaging — Self-serve triage before filing support tickets
Resetting a Management User Password — WhatsApp per-booking messaging — Lockout-delayed Inbox backlog after Step 3

Finance debt receivables triage

Pair with other FAQ hub sections

Debt triage questions pair with Portfolio segmentation by tenant category hub (Finance → Other filters → Tenant category when arrears cluster on one segment), Payments & Finance, and the four anchored FAQ subsections below. Hub parity: Common Workflows — Finance debt receivables triage. Full pairing matrix: FAQ section cross-reference.

Common Workflows — Finance debt receivables triage — Hub matrix when Dashboard Total Debt, Finance Debt Aging, and Income → In debt disagree
Common Workflows — Portfolio segmentation by tenant category — Tenant category filter before segment-scoped collections
FAQ — Finance tenant category filter parity — Finance drawer vs Bookings / Tenants parity
FAQ — Finance Income status drill-down — Month-scoped payment-line modal vs booking rows (finance-overview-income-status-in-debt-modal.png, finance-overview-income-drill-down-flow.mp4)
FAQ — Bookings that owe money — Top debtors and overdue buckets (finance-overview-debt-aging-expanded-bucket.png, finance-overview-debt-aging-walkthrough-flow.mp4)
FAQ — Dashboard Total Debt subtitle — Ongoing bookings on / (dashboard-kpi-total-debt-tooltip.png)
FAQ — Uncovered Debt KPI — Deposit coverage gap on Finance Overview (finance-overview-kpi-cards.png)
Handling a Late Payment — Step 1 — Collections workflow from triage surfaces

Finance debt receivables triage

Pair with other FAQ hub sections

Receivables surface choice pairs with Handling a Late Payment hub (collections Steps 1–6 after triage surfaces), Processing a New Booking hub (unpaid confirmation on Upcoming stays), Managing a Check-in hub (move-in shortfall before key handover), Managing a Check-out hub (departure arrears before deposit refund), Cancelling a Booking hub (pre-cancel settlement), Entering Monthly Utility Bills hub (utility overage In Debt — not rent Top debtors alone), Reject/revert mistaken receipts hub (Revert approved duplicates before Top debtors collections), Pending manual receipt approval hub (amber Pending chip — Total Debt / In debt lag until Approve), Payments & Finance, and month-end Portfolio KPI review — Step 7. Hub parity: Finance debt receivables triage hub · Glossary — Finance debt receivables triage hub · Common Workflows — Payment alert to receivables triage · Finance debt receivables triage. Full pairing matrix: FAQ section cross-reference.

Symptom	Fix
Total Debt unchanged after Add Payment	Approve Pending rows first — Pending manual receipt approval hub
Top debtors still high after tenant paid	Duplicate transfer approved — Reject/revert mistaken receipts hub — Revert duplicate (`bookings-detail-transactions-revert-modal-info-banner.png`)
Need ranked debtors with days overdue	Finance → Overview → Debt Aging — Top debtors after pending queue clears and ledger duplicates are Reverted
Opened Income → In debt modal, need booking rows	Use Debt Aging buckets — not payment-line modal alone
Dashboard Total Debt not clickable	Headline only — open Finance → Overview
Payment overdue alert but portfolio rank needed	Notification triage — Step 4 first — then Debt Aging (`finance-overview-debt-aging-expanded-bucket.png`)
Unpaid confirmation on Upcoming stay	Processing a New Booking hub — booking Payment Plan before portfolio Top debtors
Move-in shortfall before key handover	Managing a Check-in hub — Step 3 before Debt Aging
Departure arrears block Ready To Refund	Managing a Check-out hub — Step 6 before deposit refund
Pre-cancel rent In Debt blocks void	Cancelling a Booking hub — Step 2 before Step 4
Utility overage In Debt after bill cycle	Entering Monthly Utility Bills hub — Step 4 — not rent Top debtors alone

Common Workflows — Payment alert to receivables triage — Alert → receivables hub matrix (notifications-row-navigate-to-booking-detail.png, notifications-row-navigation-flow.mp4, finance-overview-income-chart-debt-aging.png, finance-overview-debt-aging-walkthrough-flow.mp4)
Common Workflows — Finance debt receivables triage — Hub matrix (finance-overview-income-chart-debt-aging.png, finance-overview-debt-aging-walkthrough-flow.mp4, finance-debt-receivables-triage-flow.mp4)
Glossary — Finance debt receivables triage hub — Surface table + per-guide/module mesh reciprocal hub
Common Workflows — Pending manual receipt approval — Clear amber Pending before Top debtors sign-off (finance-transactions-pending-pill.png)
FAQ — Bookings that owe money — Top debtors and overdue buckets
FAQ — Dashboard Total Debt subtitle — Post-login card until pending receipts clear
FAQ — Uncovered Debt KPI — Deposit coverage gap beside Total Debt
Common Workflows — Reject/revert mistaken receipts — Revert approved duplicates before collections (bookings-detail-transactions-revert-modal-info-banner.png)
Common Workflows — Payment alert to receivables triage — Alert → receivables hub (notifications-row-navigate-to-booking-detail.png, notifications-row-navigation-flow.mp4, finance-overview-debt-aging-expanded-bucket.png, finance-overview-debt-aging-walkthrough-flow.mp4)
Notification triage — Steps 4–5 on Payments alerts
Common Workflows — Handling a Late Payment collections hub — Triage surfaces → collections Steps 1–6 (finance-overview-income-chart-debt-aging.png, notifications-row-navigate-to-booking-detail.png)
FAQ — Handling a Late Payment hub — Collections workflow pairing matrix
Handling a Late Payment — Step 1 — Collections follow-through after ledger cleanup
Portfolio KPI review — Step 7 — Month-end receivables sign-off
Processing a New Booking — Finance debt receivables triage — Unpaid confirmation on Step 5 / Step 6
Cancelling a Booking — Finance debt receivables triage — Pre-cancel arrears on Step 2
Managing a Check-in — Finance debt receivables triage — Move-in shortfall on Step 3
Managing a Check-out — Finance debt receivables triage — Departure arrears on Step 6
Entering Monthly Utility Bills — Finance debt receivables triage — Utility overage In Debt on Step 4
Handling a Late Payment — Finance debt receivables triage — Debt Aging on Step 1 before outreach
Portfolio KPI review — Finance debt receivables triage — Month-end Top debtors on Step 7
Notification triage — Finance debt receivables triage — Alert-driven entry on Step 4
Manual block hygiene — Finance debt receivables triage — Phantom debt on Step 5 after holds cleared
Onboarding a New Property — Finance debt receivables triage — First Top debtors after go-live on Step 7
Using in-app support — Finance debt receivables triage — Self-serve Total Debt triage before filing
Resetting a Management User Password — Finance debt receivables triage — Lockout-delayed receivables after Step 3
Processing a New Booking — Payment alert to receivables triage — Upcoming vs Ongoing on Step 5 / Step 6
Cancelling a Booking — Payment notification (operator) — Pre-cancel payment overdue on Step 2
Managing a Check-in — Payment notification (operator) — Move-in alerts on Step 3
Managing a Check-out — Payment notification (operator) — Departure-week alerts on Step 6
Entering Monthly Utility Bills — Payment notification (operator) — Utility payment overdue on Step 4
Handling a Late Payment — Payment notification (operator) — payment overdue on Step 1 after alert row-click
Portfolio KPI review — Payment notification (operator) — Month-end alert batch on Step 7
Notification triage — Payment notification (operator) — Payments row-click on Step 4
Manual block hygiene — Payment notification (operator) — Stale alerts after Step 5 hold cleanup
Onboarding a New Property — Payment notification (operator) — First Payment received on Step 7 go-live
Using in-app support — Payment notification (operator) — Self-serve alert triage before filing
Resetting a Management User Password — Payment notification (operator) — Lockout-delayed payment overdue after Step 3
Manual block hygiene — Confirmation alert triage — Stale Upcoming alerts after hold cleanup (Step 5)
Cancelling a Booking — Confirmation alert triage — Upcoming payment overdue before void (Step 2)
Managing a Check-out — Confirmation alert triage — Stale Upcoming vs Ongoing departure alerts (Step 6)
Onboarding a New Property — Confirmation alert triage — First confirmation alerts on go-live (Step 7)
Processing a New Booking — Confirmation alert triage — Canonical Booking created / Payment received mesh (Steps 5b / 6)
Handling a Late Payment — Confirmation alert triage — Upcoming payment overdue contrast (Step 1)
Managing a Check-in — Confirmation alert triage — Stale Upcoming before key handover (Step 4)
Entering Monthly Utility Bills — Confirmation alert triage — Month-end confirmation Pending mesh
Notification triage — Confirmation alert triage — Canonical row-click path (Steps 4 / 5)
Portfolio KPI review — Confirmation alert triage — Month-end alert cleanup (Step 7)
Resetting a Management User Password — Confirmation alert triage — Lockout catch-up backlog (Step 3)
Using in-app support — Confirmation alert triage — Notifications module defect tickets
Finance — Finance debt receivables triage — Debt Aging Top debtors canonical surface (finance-overview-debt-aging-expanded-bucket.png, finance-overview-debt-aging-walkthrough-flow.mp4)
Dashboard — Finance debt receivables triage — Total Debt headline vs Finance drill-down (dashboard-kpi-total-debt-tooltip.png)
Bookings — Finance debt receivables triage — Payment Plan / Contract Values on opened booking
Analytics — Finance debt receivables triage — Revenue trend may lag until receivables clear
Notifications — Finance debt receivables triage — Alert-driven entry before portfolio Debt Aging
Operations — Finance debt receivables triage — Unpaid move-in lines before Top debtors sign-off
Utilities — Finance debt receivables triage — Utility overage In Debt vs rent Top debtors
Sales — Finance debt receivables triage — Channel-import schedules behind high receivables
Tenants — Finance debt receivables triage — With Debt cross-check vs Top debtors
Listings — Finance debt receivables triage — Unit sidebar debt indicators vs portfolio rank
Inbox — Finance debt receivables triage — Tenant debt questions before WhatsApp chase
AI Chat — Finance debt receivables triage — Validate assistant debt answers against Debt Aging
Audit — Finance debt receivables triage — Discounts review when receivables lag
Legacy /properties URLs — Finance debt receivables triage — Collections on redirected-property bookings
Booking engine details — Finance debt receivables triage — Engine-sourced schedules behind high receivables
Glossary — Finance Income status drill-down hub — Surface table + per-guide/module mesh reciprocal hub
Finance Income status drill-down hub — Income → In debt modal vs Debt Aging booking rows (finance-overview-income-status-in-debt-modal.png)
Check-out collections before refund — Departure-week rent In Debt before Top debtors collections
Portfolio segmentation by tenant category hub — Segment-scoped Debt Aging before month-end sign-off
Lockout catch-up after password recovery — Lockout-delayed receivables backlog after password recovery

Walkthrough: compare Total Debt and Uncovered Debt on Finance Overview, rank debtors in Debt Aging, then contrast the month-scoped Income → In debt modal.

Finance Income status drill-down

Pair with other FAQ hub sections

Income chart segment questions pair with Finance debt receivables triage hub (Income → In debt modal is payment-line scope — use Debt Aging for booking rows), Cash flow forecast drill-down hub (collections history vs status segments), Pending manual receipt approval hub (Scheduled / In debt lag until Approve), Payments & Finance, and FAQ — Finance Income status drill-down. Hub parity: Common Workflows — Finance Income status drill-down. Full pairing matrix: FAQ section cross-reference.

Symptom	Fix
Opened Income → In debt modal, need ranked debtors	Finance → Overview → Debt Aging Top debtors — not payment-line modal alone (`finance-overview-debt-aging-expanded-bucket.png`)
Scheduled high but bank shows collections	Cash flow forecast All payments modal — Cash flow forecast drill-down hub (`finance-overview-cash-flow-all-payments-modal.png`)
Paid segment disagrees with month-end KPIs	Portfolio KPI review — Step 7 — reconcile Income vs Analytics (`finance-overview-income-drill-down-flow.mp4`)
Confirmation month In debt before check-in	Processing a New Booking hub — Step 5 / Step 6
Move-in shortfall in wrong month segment	Managing a Check-in hub — Step 3 before Debt Aging
Departure charges block Ready To Refund	Managing a Check-out hub — Step 6 + Debt Aging
Pre-cancel rent In Debt on Contract Values	Cancelling a Booking hub — Step 2 before Step 4
Utility overage In Debt after bill cycle	Entering Monthly Utility Bills hub — Step 4 — not rent Top debtors alone
Income → In debt inflated after duplicate transfer	Reject/revert mistaken receipts hub — Revert approved duplicate before re-reading segments (`bookings-detail-transactions-revert-modal-info-banner.png`)

Walkthrough: Paid / Scheduled / In debt segment drill-down — payment-line modal, View booking, then contrast Debt Aging Top debtors.

Common Workflows — Finance Income status drill-down — Hub matrix: Paid / Scheduled / In debt segments vs Debt Aging (finance-overview-income-status-in-debt-modal.png, finance-overview-income-drill-down-flow.mp4, finance-income-status-drill-down-flow.mp4)
FAQ — Finance Income status drill-down — Symptom table and segment-click habit
FAQ — Bookings that owe money — Top debtors when payment-line modal is not enough (finance-overview-debt-aging-expanded-bucket.png)
FAQ — Dashboard Total Debt subtitle — Ongoing bookings on / vs Finance all-booking KPIs
FAQ — Uncovered Debt KPI — Deposit coverage gap beside Total Debt
Common Workflows — Finance debt receivables triage — Four-surface habit matrix
Common Workflows — Payment alert to receivables triage — Alert row-click before portfolio KPI read (notifications-row-navigation-flow.mp4)
Finance > Income status drill-down — Module reference for stacked Income chart
Glossary — Finance income status — Paid / Scheduled / In debt vocabulary
Portfolio KPI review — Step 7 — Month-end Analytics vs Finance segment reconciliation
Processing a New Booking — Finance Income status drill-down — Confirmation Income segment on Step 5 / Step 6
Cancelling a Booking — Finance Income status drill-down — Pre-cancel Income → In debt on Step 2
Managing a Check-in — Finance Income status drill-down — Move-in charge segment on Step 3
Managing a Check-out — Finance Income status drill-down — Departure settlement segment on Step 6
Entering Monthly Utility Bills — Finance Income status drill-down — Utility overage In Debt on Step 4
Handling a Late Payment — Finance Income status drill-down — Collections segment on Step 1
Portfolio KPI review — Finance Income status drill-down — Month-end Income reconciliation on Step 7
Notification triage — Finance Income status drill-down — Alert-driven segment vs Debt Aging on Step 4
Manual block hygiene — Finance Income status drill-down — Phantom In debt after Step 5 hold cleanup
Onboarding a New Property — Finance Income status drill-down — First portfolio Income read on Step 7
Using in-app support — Finance Income status drill-down — Self-serve segment triage before filing
Resetting a Management User Password — Finance Income status drill-down — Lockout-delayed Income read after Step 3
Finance — Income status drill-down — Stacked Income chart canonical surface (finance-overview-income-status-in-debt-modal.png, finance-overview-income-drill-down-flow.mp4)
Dashboard — Finance Income status drill-down — Total Debt headline vs Income segments (dashboard-kpi-total-debt-tooltip.png)
Bookings — Finance Income status drill-down — Payment Plan / Contract Values on opened booking
Analytics — Finance Income status drill-down — Revenue vs Income → Paid reconciliation
Notifications — Finance Income status drill-down — Alert-driven entry before segment read
Operations — Finance Income status drill-down — Move-in charge segment on Income chart
Utilities — Finance Income status drill-down — Utility overage In Debt vs rent segments
Sales — Finance Income status drill-down — Channel-import Scheduled segment
Tenants — Finance Income status drill-down — With Debt vs Income → In debt modal
Listings — Finance Income status drill-down — Unit sidebar debt vs payment-line modal
Inbox — Finance Income status drill-down — Tenant debt questions before segment read
AI Chat — Finance Income status drill-down — Validate assistant Income answers
Audit — Finance Income status drill-down — Discounts when Scheduled inflated
Legacy /properties URLs — Finance Income status drill-down — Collections segment on redirected-property bookings
Booking engine details — Finance Income status drill-down — Engine-sourced Scheduled segment
Finance debt receivables triage hub — Four-surface habit matrix — Debt Aging vs Income segments (finance-overview-income-chart-debt-aging.png)
Utility overage collections — Utility overage In Debt in month modal — not rent Top debtors alone
Check-out collections before refund — Departure-week rent In Debt before Top debtors collections
Cancellation collections before void — Pre-cancel rent/fee In Debt on Contract Values
Portfolio segmentation by tenant category hub — Segment-scoped Income read before month-end sign-off
Lockout catch-up after password recovery — Lockout-delayed Income read after password recovery

Cash flow forecast drill-down

Pair with other FAQ hub sections

Collections-history questions pair with Finance Income status drill-down hub (Income status segments vs confirmed cash received), Pending manual receipt approval hub (month bars lag until Approve), Payments & Finance, FAQ — Cash flow forecast drill-down, and Dashboard — Cash Flow Forecast (rent due dates — different chart). Hub parity: Common Workflows — Cash flow forecast drill-down. Full pairing matrix: FAQ section cross-reference.

Symptom	Fix
Bank received cash but Income → Paid looks low	Cash flow forecast All payments modal — confirmed collections only (`finance-overview-cash-flow-all-payments-modal.png`)
Opened Dashboard Cash Flow Forecast by mistake	Rent due timing on `/` — Finance Cash flow forecast is collections history (`dashboard-cash-flow-forecast-chart.png`)
Scheduled high but bank shows collections	Cash flow forecast bar click — contrast Income segments on Finance Income status drill-down hub
Month bar missing a transfer tenant insists they paid	Pending manual receipt approval hub — Approve before Cash flow forecast month bars update (`finance-transactions-pending-pill.png`)
Month-end collections vs Analytics mismatch	Day view on Cash flow forecast — Portfolio KPI review — Step 7 (`finance-overview-cash-flow-drill-down-flow.mp4`)
Confirmation payment not on current month bar	Processing a New Booking hub — Step 5b before portfolio reads
Move-in deposit landed but wrong week	Managing a Check-in hub — Step 3 — toggle Day on Cash flow forecast
Departure refund blocked despite bank transfer	Managing a Check-out hub — Step 6 — All payments for final-week collections
Utility overage payment not visible	Entering Monthly Utility Bills hub — Step 4 — not rent Top debtors alone

Common Workflows — Cash flow forecast drill-down — Hub matrix: Month / Day bar click → All payments modal (finance-overview-cash-flow-all-payments-modal.png, finance-overview-cash-flow-day-view.png, finance-overview-cash-flow-drill-down-flow.mp4)
FAQ — Cash flow forecast drill-down — Symptom table and surface comparison
FAQ — Finance Income status drill-down — Scheduled / In debt segments — not collections history
Glossary — Cash flow forecast (Finance Overview) — Confirmed in-payments only
Glossary — Cash Flow Forecast (Dashboard) — Rent-due timing on post-login /
Finance > Income chart and cash flow forecast — Module reference
Portfolio KPI review — Step 7 — Month-end collections sign-off
Processing a New Booking — Cash flow forecast drill-down — Confirmation collections on Step 5 / Step 6
Cancelling a Booking — Cash flow forecast drill-down — Pre-cancel collections on Step 2
Managing a Check-in — Cash flow forecast drill-down — Move-in collections on Step 3
Managing a Check-out — Cash flow forecast drill-down — Departure-week collections on Step 6
Entering Monthly Utility Bills — Cash flow forecast drill-down — Utility overage collections on Step 4
Handling a Late Payment — Cash flow forecast drill-down — Collections triage on Step 1
Portfolio KPI review — Cash flow forecast drill-down — Month-end collections reconciliation on Step 7
Notification triage — Cash flow forecast drill-down — Alert-driven collections on Step 4
Manual block hygiene — Cash flow forecast drill-down — Phantom collections after Step 5 hold cleanup
Onboarding a New Property — Cash flow forecast drill-down — First collections read on Step 7
Using in-app support — Cash flow forecast drill-down — Self-serve collections triage before filing
Resetting a Management User Password — Cash flow forecast drill-down — Lockout-delayed collections after Step 3
Finance — Income chart and cash flow forecast — Canonical Cash flow forecast chart surface (finance-overview-cash-flow-all-payments-modal.png, finance-overview-cash-flow-drill-down-flow.mp4)
Dashboard — Cash flow forecast drill-down — Rent due chart vs Finance collections (dashboard-cash-flow-forecast-chart.png)
Bookings — Cash flow forecast drill-down — Transactions Approve before month bars update
Analytics — Cash flow forecast drill-down — Revenue vs All payments reconciliation
Notifications — Cash flow forecast drill-down — Payment received alert-driven collections read
Operations — Cash flow forecast drill-down — Move-in collections timing on Day view
Utilities — Cash flow forecast drill-down — Utility overage collections vs rent Top debtors
Sales — Cash flow forecast drill-down — Channel-import collections vs Income → Paid
Tenants — Cash flow forecast drill-down — With Debt vs portfolio All payments modal
Listings — Cash flow forecast drill-down — Go-live property collections on month bars
Inbox — Cash flow forecast drill-down — Tenant payment questions before collections outreach
AI Chat — Cash flow forecast drill-down — Validate assistant collections answers
Audit — Cash flow forecast drill-down — Discounts when month bars disagree with bank
Legacy /properties URLs — Cash flow forecast drill-down — Collections on redirected-property bookings
Booking engine details — Cash flow forecast drill-down — Engine-sourced schedules vs confirmed collections
Glossary — Cash flow forecast drill-down hub — Surface table + per-guide/module mesh reciprocal hub
Finance Income status drill-down hub — Paid / Scheduled / In debt segments vs collections history (finance-overview-income-status-in-debt-modal.png)
Pending manual receipt approval hub — Month bars lag until Approve (finance-transactions-pending-pill.png)
Reject/revert mistaken receipts hub — Duplicate transfers skew month bars before re-reading All payments
Utility overage collections — Utility overage in All payments modal — not rent Top debtors alone
Check-out collections before refund — Departure-week collections in month modal before refund
Cancellation collections before void — Pre-cancel collections on Contract Values
Portfolio segmentation by tenant category hub — Segment-scoped collections before month-end sign-off
Lockout catch-up after password recovery — Lockout-delayed collections read after password recovery

Pending manual receipt approval

Pair with other FAQ hub sections

Pending receipt questions pair with Finance debt receivables triage hub (Total Debt / In debt until Approve — not Debt Aging alone), Finance Income status drill-down hub (Scheduled / In debt lag until approval), Cash flow forecast drill-down hub (month bars lag until Approve), Reject/revert mistaken receipts hub (Reject duplicate while pending), Payments & Finance, and FAQ — Manual receipt still pending. Hub parity: Glossary — Pending manual receipt approval hub · Common Workflows — Pending manual receipt approval. Full pairing matrix: FAQ section cross-reference.

Symptom	Fix
Total Debt unchanged after Add Payment	Amber Pending chip → Approve payment / Approve selected — not Debt Aging (`finance-transactions-pending-pill.png`)
Manual Payments KPI non-zero but queue unclear	KPI totals monthly manual in-payments including pending — card opens the month drill-down, not the pending-only queue; triage amber Pending on Finance → Transactions
Pending manual in-payment alert persists	Row-click → booking Transactions → Approve — Notification triage — Step 4
Income → Paid / Cash flow forecast bar low	Approve before segment or month bars update — Finance Income status drill-down hub / Cash flow forecast drill-down hub
Duplicate bank transfer recorded	Reject selected while pending — Reject/revert mistaken receipts hub (`finance-transactions-bulk-reject-selected-bar.png`)
Month-end KPIs disagree after lockout	Lockout catch-up after password recovery + workflow Steps 5b / 6b
Confirmation transfer still Pending	Processing a New Booking hub — Step 5b before portal gates
Move-in receipt still Pending before key handover	Managing a Check-in hub — Step 3b before Step 4
Departure receipt still Pending before refund	Managing a Check-out hub — Step 6b before Ready To Refund
Utility overage receipt still Pending	Entering Monthly Utility Bills hub — Step 4b
Approve payments permission missing on ticket	Users and roles — Role permissions — self-serve before filing product defect

Common Workflows — Pending manual receipt approval — Hub matrix (finance-transactions-pending-pill.png, bookings-detail-transactions-approve-payment-modal.png, finance-transactions-pending-approve-flow.mp4)
Glossary — Pending manual receipt approval hub — Surface table + per-guide/module mesh reciprocal hub
Glossary — Pending manual in-payment (Finance) hub — Legacy alias — same surface table + mesh
FAQ — Manual receipt still pending — Three-surface triage table and walkthrough
FAQ — Pending manual in-payment on /notifications — Alert until ledger approval
FAQ — Dashboard Total Debt subtitle — Post-login Total Debt until pending receipts clear
Common Workflows — Finance debt receivables triage — Top debtors after Pending queue clears
Common Workflows — Reject/revert mistaken receipts — Reject while pending vs Revert after Approve
Common Workflows — Notification row-click navigation — Alert-driven entry (notifications-row-navigation-flow.mp4)
Finance — Pending manual payments — Amber Pending chip and bulk Approve selected
Bookings — Transactions tab — Per-row Approve payment
Glossary — Pending manual in-payment (Finance) — Definition and notification pairing
Payment Allocation — Pending manual approval — Month-end habit
Portfolio KPI review — Step 7 — Month-end Pending sign-off
Processing a New Booking — Pending manual receipt approval — Confirmation receipts on Step 5b / Step 6b
Handling a Late Payment — Pending manual receipt approval — Collections receipts on Step 4b / Step 6b
Cancelling a Booking — Pending manual receipt approval — Settlement receipts on Step 2a / Step 6b
Managing a Check-in — Pending manual receipt approval — Move-in receipts on Step 3b / Step 6b
Managing a Check-out — Pending manual receipt approval — Departure receipts on Step 6b
Entering Monthly Utility Bills — Pending manual receipt approval — Overage receipts on Step 4b
Portfolio KPI review — Pending manual receipt approval — Month-end Pending mesh on Step 7
Notification triage — Pending manual receipt approval — Pending manual in-payment on Step 4
Manual block hygiene — Pending manual receipt approval — Pending mesh during Step 5
Onboarding a New Property — Pending manual receipt approval — First confirmation receipts after go-live
Using in-app support — Pending manual receipt approval — Approve payments permission defects
Resetting a Management User Password — Pending manual receipt approval — Lockout catch-up after Step 3
Finance — Pending manual receipt approval — Amber Pending chip canonical surface (finance-transactions-pending-pill.png)
Bookings — Pending manual receipt approval — Per-row Approve payment on booking Transactions
Dashboard — Pending manual receipt approval — Total debt KPI lag until approval
Analytics — Pending manual receipt approval — Revenue charts lag until approval
Notifications — Pending manual receipt approval — Pending manual in-payment rows on /notifications
Operations — Pending manual receipt approval — Turnover prep unpaid move-in lines
Utilities — Pending manual receipt approval — Overage lines on Payment Plan still pending
Sales — Pending manual receipt approval — Overview KPIs lag on channel bookings
Tenants — Pending manual receipt approval — With Debt segmentation until approval
Listings — Pending manual receipt approval — Unit sidebar debt indicators lag
Inbox — Pending manual receipt approval — Tenant asks about transfers still pending
AI Chat — Pending manual receipt approval — Assistant debt answers cite pending transfers
Audit — Pending manual receipt approval — Discounts export shows unpaid lines until approval
Legacy /properties URLs — Pending manual receipt approval — Redirected-property bookings still pending
Booking engine details — Pending manual receipt approval — White-label bookings still pending confirmation transfers

Payment notification (operator)

Pair with other FAQ hub sections

Operator payment alert questions pair with Notification row-click navigation hub, Glossary — Notification row navigation hub, Payment alert to receivables triage hub, Confirmation alert triage hub, Pending manual receipt approval hub, Notifications & alerts, FAQ — Payment notifications enabled but no email, and FAQ — Payment emails but no in-app row. Hub parity: Glossary — Payment notification (operator) hub · Common Workflows — Payment notification (operator). Full pairing matrix: FAQ section cross-reference.

Symptom	Fix
No email when tenant pays	Account Receive payment notifications + your Payment notification emails on `/settings/personal` — both layers required
Email but no in-app row	Preferences → In-app notifications → Payments master On + your Payments opt-out On
Teammate missing payment rows	They need Payment notification emails on — in-app rows are per-PM audience scoped
Payment received but balance unchanged	Receipt still pending — Pending manual receipt approval hub (not a broken notification)
Payment overdue opened Debt Aging too early	Payment alert to receivables triage hub — row-click booking first
Upcoming alert bulk mark-read before triage	Confirmation alert triage hub — contrast Upcoming vs Ongoing/Ended
Confused Pending manual in-payment vs Payment received	FAQ — Pending manual in-payment on `/notifications` — third row type

Glossary — Payment notification (operator) hub — Surface table + per-guide/module mesh reciprocal hub
Common Workflows — Payment notification (operator) — Hub matrix: three row types + opt-in layers
FAQ — Payment notifications enabled but no email — Account vs personal email opt-in
FAQ — Payment emails but no in-app row — In-app master + personal opt-out
Notifications — Payment received alerts — Row shape and audience scoping
Notifications — Payment overdue alerts — Collections entry after row-click
Notifications — In-app notification preferences — Four-category masters (#1862)
Common Workflows — Notification row-click navigation — Alert-driven entry (notifications-row-navigation-flow.mp4)
Common Workflows — Payment alert to receivables triage — Payment overdue mesh
Common Workflows — Confirmation alert triage — Upcoming Booking created / Payment received
Common Workflows — Pending manual receipt approval — Pending manual in-payment rows
Notification triage — Step 4 — Row-click before mark-read
Settings — Preferences — Notifications & emails — Account masters
Settings — Interface language — Your email preferences — Personal email + in-app audience
Processing a New Booking — Payment alert to receivables triage — Upcoming vs Ongoing on Step 5 / Step 6
Handling a Late Payment — Payment notification (operator) — Canonical collections follow-through
Notification triage — Payment notification (operator) — Payments row-click on Step 4
Portfolio KPI review — Payment notification (operator) — Month-end alert batch on Step 7

Notifications module — row-click on a payment alert opens the related booking

Occupancy KPI to block hygiene handoff

Pair with other FAQ hub sections

Occupancy dip questions pair with Analytics (KPI workspace) (Occupancy / RevPAR without rate change), Portfolio segmentation by tenant category hub (segment filters — not holds), Properties & Listings, and FAQ — Vacant Units manual block. Hub parity: Occupancy KPI to block hygiene handoff hub · Glossary — Occupancy KPI to block hygiene handoff hub · Common Workflows — Occupancy KPI to block hygiene handoff. Full pairing matrix: FAQ section cross-reference.

Symptom	Fix
Occupancy / RevPAR dip without rate change	Portfolio KPI review — Step 3 → Manual block hygiene — Step 1 (`analytics-kpi-occupancy-tab.png`)
Ranking concentrates on one unit	Manual block hygiene — Step 2 Search + row-click unit sidebar — not Sales → Pricing yet
Segment filters look healthy on Step 6	Edit Settings → Tenant categories — not holds; contrast Portfolio segmentation by tenant category hub
Dashboard Vacant Units lower than Analytics	Portfolio KPI review — Step 7 → Manual block hygiene — Step 5
Sales Multicalendar mystery blocks after go-live	Onboarding a New Property — Step 7 → Manual block hygiene — Step 4
Timeline overlap on channel import	Processing a New Booking — Step 1 — clear holds before Add booking
Calendar bars persist after Ended departure	Managing a Check-out — Step 7 → Manual block hygiene — Step 4
Availability not restored after cancellation void	Cancelling a Booking — Step 5 — Multicalendar before repricing
Unit looks vacant but collections triage shows arrears	Handling a Late Payment — Step 1 — distinguish holds from rent debt
Calendar edit blocked after hold cleanup	Manual block hygiene — Step 6 → Using in-app support

Common Workflows — Occupancy KPI to block hygiene handoff — Hub matrix: Analytics dip → Tools → Audit before rate or category edits (analytics-kpi-occupancy-tab.png, audit-manual-blocks-workspace.png, audit-manual-blocks-filter-scroll.mp4)
Portfolio KPI review — Step 3 — Occupancy heatmap and Ranking roll-up
Manual block hygiene — Steps 1–5 stale hold cleanup
Audit module — Portfolio-wide Manual Blocks workspace
Glossary — Manual unavailability (manual block) — Operator holds vs partner blocks
Glossary — Vacant Unit Preference — Include manual blocks on Dashboard / Sales vacancy surfaces
Portfolio KPI review — Step 7 — Month-end Dashboard vs Analytics reconciliation after holds clear
Portfolio KPI review — Occupancy KPI to block hygiene handoff — Upstream Ranking dip signal on Step 3
Manual block hygiene — Occupancy KPI to block hygiene handoff — Downstream Audit pass (Steps 1–5)
Processing a New Booking — Occupancy KPI to block hygiene handoff — Timeline overlap on Step 1
Onboarding a New Property — Occupancy KPI to block hygiene handoff — Go-live Multicalendar hold check on Step 7
Managing a Check-in — Occupancy KPI to block hygiene handoff — Arrival-week Timeline overlap on Step 1
Managing a Check-out — Occupancy KPI to block hygiene handoff — Post-departure calendar bars on Step 7
Cancelling a Booking — Occupancy KPI to block hygiene handoff — Post-void Multicalendar on Step 5
Entering Monthly Utility Bills — Occupancy KPI to block hygiene handoff — Month-end Vacant Units vs Analytics on Step 5
Handling a Late Payment — Occupancy KPI to block hygiene handoff — Vacancy vs hold on Step 1
Notification triage — Occupancy KPI to block hygiene handoff — Dashboard bell scan on Step 1
Resetting a Management User Password — Occupancy KPI to block hygiene handoff — Lockout-delayed KPI review after Step 3
Using in-app support — Occupancy KPI to block hygiene handoff — Calendar edit blocked after Step 6 escalation
Bookings — Occupancy KPI to block hygiene handoff — Timeline overlap from stale holds on channel import
Listings — Occupancy KPI to block hygiene handoff — Unit Calendar hold edit after Audit row-click
Sales — Occupancy KPI to block hygiene handoff — Multicalendar mystery blocks before Pricing edits
Dashboard — Occupancy KPI to block hygiene handoff — Vacant Units lower than Analytics
Analytics — Occupancy KPI to block hygiene handoff — Occupancy tab dip without rate change
Audit — Occupancy KPI to block hygiene handoff — Manual Blocks portfolio workspace
Finance — Occupancy KPI to block hygiene handoff — Month-end KPI reconciliation after holds clear
Notifications — Occupancy KPI to block hygiene handoff — Bell scan Vacant Units vs Analytics on Step 1
Tenants — Occupancy KPI to block hygiene handoff — With Debt vs vacancy contrast
Operations — Occupancy KPI to block hygiene handoff — Planning rows on blocked units
Utilities — Occupancy KPI to block hygiene handoff — Month-end Missing vs hold-suppressed vacancy
Inbox — Occupancy KPI to block hygiene handoff — Blocked-date WhatsApp threads
AI Chat — Occupancy KPI to block hygiene handoff — Validate assistant occupancy guidance
Legacy /properties URLs — Occupancy KPI to block hygiene handoff — Redirected inventory KPI dip triage
Booking engine details — Occupancy KPI to block hygiene handoff — Engine listing availability dip
Cash flow forecast drill-down hub — Month-end collections on Step 7 — distinct from hold suppression (finance-overview-cash-flow-all-payments-modal.png)
Finance Income status drill-down hub — Income segments on month-end sign-off — distinct from Occupancy dip (finance-overview-income-status-in-debt-modal.png)
Portfolio segmentation by tenant category hub — Segment filters when dip is category-driven, not holds
Same-day turnovers — Shared-unit overlap — distinct from portfolio-wide hold hygiene (bookings-timeline-day-week-month-and-sidebar.mp4)
Same-day turnover coordination hub — Symptom table + per-guide mesh for shared-unit turnover
Glossary — Same-day turnover coordination hub — Surface table + per-guide/module mesh reciprocal hub
Glossary — Occupancy KPI to block hygiene handoff hub — Surface table + per-guide/module mesh reciprocal hub
Lockout catch-up after password recovery — Lockout-delayed Analytics Occupancy review after password recovery
Finance debt receivables triage hub — With Debt vs vacancy on Handling a Late Payment — Step 1
Confirmation to check-in handoff — Timeline overlap on channel import — distinct from stale holds

Processing a New Booking

Pair with other FAQ hub sections

Confirmation workflow pairs with Managing a Check-in hub (Step 6 → arrival-week Steps 1–4), Notification triage (Steps 4–5 on Booking created / Payment received alerts), Pending manual receipt approval hub (Step 5b / Step 6b confirmation receipts — finance-transactions-pending-pill.png), Reject/revert mistaken receipts hub (duplicate confirmation transfers on Step 5b — finance-transactions-bulk-reject-selected-bar.png), Partly collected security deposit (deposit shortfall vs rent Partial Paid — bookings-detail-deposit-tab-partial-badge.png), Deposit missing on Finance Deposits (Partial paid card empty until toolbar range clears), Bookings (lifecycle and portal signing), and Handling a Late Payment hub (unpaid confirmation/move-in charges before handoff). Hub parity: Common Workflows — New inventory to first booking handoff · Confirmation alert triage · Confirmation to check-in handoff · Pending manual receipt approval · Reject/revert mistaken receipts · Partly collected security deposit · Deposit missing on Finance Deposits. Full pairing matrix: FAQ section cross-reference.

Symptom	Stay on confirmation	Hand off to check-in
Contract unsigned	Processing a New Booking — Step 4	Wait — portal gates block arrival prep
Portal modules hidden after Impersonate Tenant	Step 6 + Tenant category on Tenant Info	Managing a Check-in — Step 6 when category is already correct
Confirmation transfer still Pending after bank transfer	Pending manual receipt approval hub	Step 5b before Step 6 handoff / Step 3b for move-in bucket only
~7 days to move-in, planning tickets	Step 6 sanity check	Managing a Check-in — Step 1
Booking created / Payment received alert	Notification triage — Step 4	Step 5b / Step 6
Pending manual in-payment on Upcoming import	Pending manual receipt approval hub — row-click → Approve	Step 5b / Notification triage — Step 5 after balance clears
Month-end Pending on confirmation imports	Pending manual receipt approval hub — amber Pending chip	Step 6b during Portfolio KPI review — Step 7
Tenant paid once, ledger shows duplicate confirmation	Reject/revert mistaken receipts hub — Reject while pending / Revert after Approve	Step 5b before Step 6 handoff
Deposit Partially paid after confirmation payment	Partly collected security deposit — not rent Partial Paid	Step 5 — chase remaining before Step 6 handoff
Partial paid card empty after Step 5	Deposit missing on Finance Deposits — toolbar date range	Clear date range selection on Finance → Deposits (`finance-deposits-date-range-clear-flow.mp4`) before deposit triage

Common Workflows — New inventory to first booking handoff — Hub matrix (listings-module-overview.png, bookings-add-booking-modal.png, workflows-onboarding-property-wizard.mp4)
Common Workflows — Confirmation alert triage — Hub matrix (notifications-row-navigate-to-booking-detail.png, bookings-detail-transactions-approve-payment-modal.png, notifications-row-navigation-flow.mp4)
Common Workflows — Confirmation to check-in handoff — Hub matrix (bookings-detail-contract-method-of-payments.png, bookings-detail-contract-info-confirmation-checkin-payments-readonly.png, workflows-operations-check-in-out-planning-view.png, booking-lifecycle-status-tabs-flow.mp4)
Notification triage — Step 4 / Step 5 — Alert row-click before bulk-clear
Processing a New Booking — Full workflow (Steps 1–6)
Managing a Check-in — Downstream arrival workflow
FAQ — Tenant contract signing blocked — Portal signing before check-in mail
FAQ — Automatic check-in email — Lifecycle trigger matrix
Common Workflows — Partly collected security deposit — Hub matrix (finance-deposits-lifecycle-partial-paid-card.png, bookings-detail-deposit-tab-partial-badge.png, finance-deposits-partial-collection-walkthrough.mp4)
Processing a New Booking — Partly collected security deposit — Canonical Step 5 chase remaining after confirmation transfer
Managing a Check-in — Partly collected security deposit — Downstream Step 3 before key handover
Handling a Late Payment — Partly collected security deposit — Deposit vs rent Partial Paid if chasing confirmation arrears
Notification triage — Partly collected security deposit — Deposit alert row-click opens Deposit tab (Step 4)
Common Workflows — Deposit missing on Finance Deposits — Hub matrix (finance-deposits-date-range-toolbar-default.png, finance-deposits-date-range-clear-flow.mp4)
Processing a New Booking — Deposit missing on Finance Deposits — Canonical Step 5 confirmation deposit on Deposit tab after payment
Managing a Check-in — Deposit missing on Finance Deposits — Downstream Step 3 move-in deposit triage
Notification triage — Deposit missing on Finance Deposits — Payment alert row-click when Finance row hidden (Step 4)
Onboarding a New Property — Deposit missing on Finance Deposits — First confirmation deposit triage after Step 7 go-live
Common Workflows — Reject/revert mistaken receipts — Hub matrix (finance-transactions-bulk-reject-selected-bar.png, bookings-payment-row-actions-flow.mp4, bookings-detail-transactions-reject-modal-credit-note-banner.png)
Processing a New Booking — Reject/revert mistaken receipts — Canonical Step 5b Reject selected / Revert on confirmation duplicates
Managing a Check-in — Reject/revert mistaken receipts — Downstream move-in duplicate mesh on Step 3b
Handling a Late Payment — Reject/revert mistaken receipts — Collections duplicate contrast — not confirmation Reject mesh
Notification triage — Reject/revert mistaken receipts — Duplicate Payment received alert row-click (Step 4)
Onboarding a New Property — Reject/revert mistaken receipts — First confirmation duplicate on go-live booking (Step 7)
Portfolio KPI review — Reject/revert mistaken receipts — Month-end confirmation cleanup sign-off (Step 7)
Cancelling a Booking — Reject/revert mistaken receipts — Settlement duplicate habit before pre-cancel void
Common Workflows — Pending manual receipt approval — Hub matrix (finance-transactions-pending-pill.png, bookings-detail-transactions-approve-payment-modal.png, finance-transactions-pending-approve-flow.mp4)
Processing a New Booking — Pending manual receipt approval — Canonical Step 5b / Step 6b Approve payment
Managing a Check-in — Pending manual receipt approval — Downstream move-in Pending mesh on Step 3b
Notification triage — Pending manual receipt approval — Pending manual in-payment alert row-click (Step 4)
Handling a Late Payment — Pending manual receipt approval — Collections Pending contrast — not confirmation mesh
Onboarding a New Property — Pending manual receipt approval — First confirmation Pending on go-live booking (Step 7)
Portfolio KPI review — Pending manual receipt approval — Month-end confirmation Pending sign-off (Step 7)
Cancelling a Booking — Pending manual receipt approval — Settlement Pending on pre-cancel Step 2a

Managing a Check-in

Pair with other FAQ hub sections

Arrival-week workflow pairs with Onboarding a New Property — Step 7 (upstream property setup on new inventory — hub: Property setup to first arrival handoff; workflows-onboarding-property-wizard.mp4), Processing a New Booking hub (upstream Step 6 portal gates), Common Workflows — Confirmation alert triage (upstream alert-driven confirmation before arrival week), Managing a Check-out hub (mid-stay → departure-week Steps 1–7), Pending manual receipt approval hub (Step 3b / Step 6b move-in receipts — finance-transactions-pending-pill.png), Reject/revert mistaken receipts hub (duplicate move-in transfers on Step 3b — finance-transactions-bulk-reject-selected-bar.png), Handling a Late Payment hub (unpaid move-in charges before Step 4), FAQ — Same-day turnovers, Partly collected security deposit (deposit shortfall before Step 4 — bookings-detail-deposit-tab-partial-badge.png), Deposit missing on Finance Deposits (Partial paid card empty until toolbar range clears), and Operations. Hub parity: Common Workflows — Confirmation to check-in handoff · Check-in to check-out handoff · Pending manual receipt approval · Reject/revert mistaken receipts · Partly collected security deposit · Deposit missing on Finance Deposits. Full pairing matrix: FAQ section cross-reference.

Symptom	Upstream confirmation fix	Check-in step
Arrival listed but contract unsigned	Processing a New Booking — Step 4	Not Step 4 until signed
Payment overdue before key handover	Handling a Late Payment — Step 1	Step 3
Move-in receipt Pending after bank transfer	Pending manual receipt approval hub	Step 3b before Step 4 handover / Step 5b for confirmation bucket only
Pending manual in-payment on arrival-week import	Pending manual receipt approval hub — row-click → Approve	Step 3b / Notification triage — Step 5 after balance clears
Month-end Pending on move-in imports	Pending manual receipt approval hub — amber Pending chip	Step 6b during Portfolio KPI review — Step 7
Tenant paid once, ledger shows duplicate move-in	Reject/revert mistaken receipts hub — Reject while pending / Revert after Approve	Step 3b before Step 4 handover
Portal access codes missing	Onboarding — Access Lockers	Step 4
Same-day turnover on unit	Managing a Check-out — Step 2 turnover ticket	Managing a Check-in — Step 4 — hub: Same-day turnover coordination
Deposit Partially paid before key handover	Partly collected security deposit — not rent Partial Paid	Step 3 — chase remaining before Step 4
Partial paid card empty at move-in	Deposit missing on Finance Deposits — toolbar date range	Clear date range selection on Finance → Deposits (`finance-deposits-date-range-clear-flow.mp4`) before Step 3

Common Workflows — Property setup to first arrival handoff — Hub matrix (listings-property-edit-access-lockers-tab.png, workflows-operations-check-in-out-planning-view.png, workflows-onboarding-property-wizard.mp4)
Common Workflows — Same-day turnover coordination — Hub matrix (operations-add-ticket-modal.png, bookings-timeline-day-week-month-and-sidebar.mp4)
Common Workflows — Confirmation alert triage — Upstream alert → confirmation (notifications-row-navigation-flow.mp4)
Common Workflows — Confirmation to check-in handoff — Hub matrix (workflows-operations-check-in-out-planning-view.png, booking-lifecycle-status-tabs-flow.mp4)
Common Workflows — Check-in to check-out handoff — Hub matrix (operations-check-in-out-check-outs-next-7-days.png, bookings-timeline-view.png)
Notification triage — Check-in to check-out handoff — payment overdue on Ongoing stay row-click (Step 4)
Onboarding a New Property — Check-in to check-out handoff — First Ongoing stay departure planning after Step 7 go-live
Cancelling a Booking — Check-in to check-out handoff — Freed unit lifecycle after Step 5 (not voided-stay check-out mesh)
Manual block hygiene — Check-in to check-out handoff — Ongoing past departure day after Step 5 hold cleanup
Using in-app support — Check-in to check-out handoff — Self-serve mid-stay → departure-week triage before filing tickets
Resetting a Management User Password — Check-in to check-out handoff — Lockout-delayed departure-week planning after Step 3
Processing a New Booking — Check-in to check-out handoff — Ongoing stay departure planning after Step 6
Managing a Check-in — Check-in to check-out handoff — Step 4 keys handed over → Managing a Check-out Step 1
Managing a Check-out — Check-in to check-out handoff — Canonical departure-week entry (Step 1)
Handling a Late Payment — Check-in to check-out handoff — payment overdue on Ongoing stay ~7 days from departure (Step 1)
Entering Monthly Utility Bills — Check-in to check-out handoff — Missing departure-week bills (Step 5)
Portfolio KPI review — Check-in to check-out handoff — Month-end Ongoing entering departure week (Step 7)
Common Workflows — Partly collected security deposit — Hub matrix (finance-deposits-lifecycle-partial-paid-card.png, bookings-detail-deposit-tab-partial-badge.png, finance-deposits-partial-collection-walkthrough.mp4)
Notification triage — Partly collected security deposit — Deposit alert row-click opens Deposit tab (Step 4)
Onboarding a New Property — Partly collected security deposit — First confirmation deposit shortfall after Step 7 go-live
Processing a New Booking — Partly collected security deposit — Confirmation deposit shortfall after Step 5
Managing a Check-in — Partly collected security deposit — Canonical Step 3 chase remaining before key handover
Handling a Late Payment — Partly collected security deposit — Deposit vs rent Partial Paid at Step 1
Cancelling a Booking — Partly collected security deposit — Tenant backs out before arrival — settlement math on shortfall deposits
Managing a Check-out — Partly collected security deposit — Downstream inspection shortfall before Ready to Refund (Steps 3–5)
Entering Monthly Utility Bills — Partly collected security deposit — Month-end Partial paid card alongside utility close
Portfolio KPI review — Partly collected security deposit — Month-end deposit sign-off (Step 7)
Manual block hygiene — Partly collected security deposit — Partial paid card when debt KPIs stay high after holds cleared (Step 5)
Resetting a Management User Password — Partly collected security deposit — Lockout-delayed deposit triage after Step 3
Using in-app support — Partly collected security deposit — Self-serve partial filter / badge triage before Finance module tickets
Common Workflows — Deposit missing on Finance Deposits — Hub matrix (finance-deposits-date-range-toolbar-default.png, finance-deposits-date-range-clear-flow.mp4)
Notification triage — Deposit missing on Finance Deposits — Payment alert row-click when Finance row is hidden (Step 4)
Onboarding a New Property — Deposit missing on Finance Deposits — First move-in deposit triage after Step 7 go-live
Processing a New Booking — Deposit missing on Finance Deposits — Confirmation deposit on Deposit tab after Step 5
Managing a Check-in — Deposit missing on Finance Deposits — Canonical Step 3 move-in deposit triage before Partial paid card
Handling a Late Payment — Deposit missing on Finance Deposits — Widen range before deposit vs rent Partial Paid at Step 1
Cancelling a Booking — Deposit missing on Finance Deposits — Step 3 deposit settlement when row is hidden
Managing a Check-out — Deposit missing on Finance Deposits — Downstream Step 5 refund triage after clearing range
Entering Monthly Utility Bills — Deposit missing on Finance Deposits — Departure-week deposit release after utility month-end (Step 5)
Portfolio KPI review — Deposit missing on Finance Deposits — Month-end sign-off backlog (Step 7)
Manual block hygiene — Deposit missing on Finance Deposits — Deposit row hidden when debt KPIs stay high after holds cleared (Step 5)
Resetting a Management User Password — Deposit missing on Finance Deposits — Lockout-delayed older move-outs after Step 3
Using in-app support — Deposit missing on Finance Deposits — Self-serve range triage before Finance module tickets
Common Workflows — Reject/revert mistaken receipts — Hub matrix (finance-transactions-bulk-reject-selected-bar.png, bookings-payment-row-actions-flow.mp4, bookings-detail-transactions-reject-modal-credit-note-banner.png)
Managing a Check-in — Reject/revert mistaken receipts — Canonical Step 3b Reject selected / Revert on move-in duplicates
Processing a New Booking — Reject/revert mistaken receipts — Upstream confirmation duplicate on Step 5b
Handling a Late Payment — Reject/revert mistaken receipts — Collections duplicate if move-in shortfall escalates
Notification triage — Reject/revert mistaken receipts — Duplicate Payment received alert row-click (Step 4)
Onboarding a New Property — Reject/revert mistaken receipts — First move-in duplicate on go-live booking (Step 7)
Portfolio KPI review — Reject/revert mistaken receipts — Month-end move-in cleanup sign-off (Step 7)
Managing a Check-out — Reject/revert mistaken receipts — Departure-week duplicate before refund (Step 6)
Cancelling a Booking — Reject/revert mistaken receipts — Settlement duplicate if tenant backs out before arrival
Common Workflows — Pending manual receipt approval — Hub matrix (finance-transactions-pending-pill.png, bookings-detail-transactions-approve-payment-modal.png, finance-transactions-pending-approve-flow.mp4)
Managing a Check-in — Pending manual receipt approval — Canonical Step 3b / Step 6b Approve payment
Processing a New Booking — Pending manual receipt approval — Upstream confirmation Pending mesh on Step 5b
Notification triage — Pending manual receipt approval — Pending manual in-payment alert row-click (Step 4)
Handling a Late Payment — Pending manual receipt approval — Collections Pending contrast — not move-in mesh
Onboarding a New Property — Pending manual receipt approval — First move-in Pending on go-live booking (Step 7)
Portfolio KPI review — Pending manual receipt approval — Month-end move-in Pending sign-off (Step 7)
Managing a Check-out — Pending manual receipt approval — Departure Pending mesh after key handover (Step 6b)
Managing a Check-in — Full workflow
Operations — Check-in & Check-out — Next 7 days planning view
Glossary — Lifecycle check-in email — Automatic vs manual check-in mail

Managing a Check-out

Pair with other FAQ hub sections

Departure-week workflow pairs with Managing a Check-in hub (upstream Step 4 keys handed over), Cancelling a Booking hub (policy void vs completed stay — not Delete Booking), Handling a Late Payment hub (rent/fee arrears before Step 5), Reject/revert mistaken receipts hub (duplicate departure transfers on Step 6b — finance-transactions-bulk-reject-selected-bar.png), Entering Monthly Utility Bills hub (utility overages before Step 6 — hub: Check-out final utilities handoff; utilities-allocations-review-flow.mp4), Pending manual receipt approval hub (Step 6b departure receipts — finance-transactions-pending-pill.png), FAQ — Same-day turnovers, and Deposit missing on Finance Deposits. Hub parity: Common Workflows — Check-in to check-out handoff · Check-out vs cancellation (workflows-cancel-booking-refund-modal-flow.mp4, bookings-list-canceled-tab.png) · Check-out collections before refund (workflows-check-out-coordination-flow.mp4) · Check-out ledger cleanup before refund · Pending manual receipt approval · Reject/revert mistaken receipts · Check-out final utilities handoff. Full pairing matrix: FAQ section cross-reference.

Symptom	Upstream check-in fix	Check-out step
Guest still Upcoming on departure week	Managing a Check-in — Step 4 not completed	Not Step 5 until Ongoing
Deposit Partially paid at move-in	Partly collected security deposit	Step 5 blocked
Unpaid rent/fee on Payment Plan	Handling a Late Payment — Step 1 → Step 4	Step 6 before Step 5
Final utility overage unpaid	Entering Monthly Utility Bills — Step 4	Step 6 — hub: Check-out final utilities
Departure transfer still Pending after bank transfer	Pending manual receipt approval hub	Step 6b before Step 5 refund / Step 4b for collections bucket only
Pending manual in-payment on departure-week import	Pending manual receipt approval hub — row-click → Approve	Step 6b / Notification triage — Step 5 after balance clears
Month-end Pending on departure imports	Pending manual receipt approval hub — amber Pending chip	Step 6b during Portfolio KPI review — Step 7
Tenant paid once, ledger shows duplicate departure	Reject/revert mistaken receipts hub — Reject while pending / Revert after Approve	Step 6 / Step 6b before Step 5
Same-day turnover on unit	Managing a Check-out — Step 2 before incoming arrival	FAQ — Same-day turnovers — hub: Same-day turnover coordination (`bookings-timeline-day-week-month-and-sidebar.mp4`)
Stay voided under policy, not completed	Cancelling a Booking hub — Canceled filter	Not Step 7 — hub: Check-out vs cancellation
Older move-out missing on Finance → Deposits	N/A	Deposit missing on Finance Deposits — clear date range

Common Workflows — Same-day turnover coordination — Hub matrix (operations-add-ticket-modal.png, bookings-timeline-day-week-month-and-sidebar.mp4)
Common Workflows — Check-in to check-out handoff — Hub matrix (operations-check-in-out-check-outs-next-7-days.png, bookings-timeline-view.png)
Notification triage — Check-in to check-out handoff — payment overdue on Ongoing stay row-click (Step 4)
Onboarding a New Property — Check-in to check-out handoff — First Ongoing stay departure planning after Step 7 go-live
Cancelling a Booking — Check-in to check-out handoff — Freed unit lifecycle after Step 5 (not voided-stay check-out mesh)
Manual block hygiene — Check-in to check-out handoff — Ongoing past departure day after Step 5 hold cleanup
Using in-app support — Check-in to check-out handoff — Self-serve mid-stay → departure-week triage before filing tickets
Resetting a Management User Password — Check-in to check-out handoff — Lockout-delayed departure-week planning after Step 3
Processing a New Booking — Check-in to check-out handoff — Ongoing stay departure planning after Step 6
Managing a Check-in — Check-in to check-out handoff — Step 4 keys handed over → Managing a Check-out Step 1
Managing a Check-out — Check-in to check-out handoff — Canonical departure-week entry (Step 1)
Handling a Late Payment — Check-in to check-out handoff — payment overdue on Ongoing stay ~7 days from departure (Step 1)
Entering Monthly Utility Bills — Check-in to check-out handoff — Missing departure-week bills (Step 5)
Portfolio KPI review — Check-in to check-out handoff — Month-end Ongoing entering departure week (Step 7)
Common Workflows — Check-out final utilities handoff — Hub matrix (bookings-detail-payment-plan-tab-schedule.png, utilities-allocations-row-breakdown-expanded.png, utilities-allocations-review-flow.mp4)
Notification triage — Check-out final utilities handoff — Departure-week utility payment overdue row-click (Step 4)
Onboarding a New Property — Check-out final utilities handoff — Charge Time / Connections before first departure final overages (Step 7)
Cancelling a Booking — Check-out final utilities handoff — Utility overage on Canceled stay during Step 2 settlement (not departure mesh)
Manual block hygiene — Check-out final utilities handoff — Missing departure-week bills after Step 5 hold cleanup
Using in-app support — Check-out final utilities handoff — Self-serve final overage triage before filing tickets
Resetting a Management User Password — Check-out final utilities handoff — Lockout-delayed departure-week utility backlog after Step 3
Processing a New Booking — Check-out final utilities handoff — Ongoing stay before first departure final overages (Step 6)
Managing a Check-in — Check-out final utilities handoff — Same-day turnover: outgoing Step 6 before incoming Step 4
Managing a Check-out — Check-out final utilities handoff — Canonical departure-week settlement (Step 6)
Handling a Late Payment — Check-out final utilities handoff — Departure-week overage Overdue after bill posting (Step 1)
Entering Monthly Utility Bills — Check-out final utilities handoff — Canonical posting mesh (Steps 4–4b)
Portfolio KPI review — Check-out final utilities handoff — Month-end Missing + departure utility sign-off (Step 7)
Common Workflows — Check-out collections before refund — Hub matrix (workflows-check-out-coordination-flow.mp4, bookings-detail-payment-plan-tab-schedule.png, finance-contract-values-in-debt-filter.png, bookings-detail-deposit-tab-ready-to-refund-toggle.png)
Notification triage — Check-out collections before refund — Departure-week payment overdue row-click (Step 4)
Onboarding a New Property — Check-out collections before refund — First departure-week rent arrears after Step 7 go-live
Cancelling a Booking — Check-out collections before refund — Rent arrears on Payment Plan during Step 2 settlement (not utility overage mesh)
Manual block hygiene — Check-out collections before refund — Phantom rent In Debt after Step 5 hold cleanup
Using in-app support — Check-out collections before refund — Self-serve Ready To Refund triage before filing tickets
Resetting a Management User Password — Check-out collections before refund — Lockout-delayed departure collections backlog after Step 3
Processing a New Booking — Check-out collections before refund — Mid-stay rent arrears on first Ongoing import after Step 6
Managing a Check-in — Check-out collections before refund — Rent In Debt after Step 4 key handover
Managing a Check-out — Check-out collections before refund — Canonical Step 6 settlement before Step 5 refund
Handling a Late Payment — Check-out collections before refund — Collections Step 1 when Ready To Refund is blocked
Entering Monthly Utility Bills — Check-out collections before refund — Rent line mistaken for utility overage on Step 4
Portfolio KPI review — Check-out collections before refund — Month-end departure arrears sign-off on Step 7
Common Workflows — Check-out ledger cleanup before refund — Hub matrix (bookings-detail-transactions-revert-modal-info-banner.png, finance-transactions-bulk-reject-selected-bar.png)
Notification triage — Check-out ledger cleanup before refund — Duplicate Pending manual in-payment alert row-click (Step 4)
Onboarding a New Property — Check-out ledger cleanup before refund — Duplicate departure transfer on first go-live booking (Step 7)
Cancelling a Booking — Check-out ledger cleanup before refund — Duplicate settlement transfer during Step 2 (tenant paid once)
Manual block hygiene — Check-out ledger cleanup before refund — Phantom duplicate In Debt after Step 5 hold cleanup
Using in-app support — Check-out ledger cleanup before refund — Self-serve duplicate-transfer triage before filing tickets
Resetting a Management User Password — Check-out ledger cleanup before refund — Lockout-delayed duplicate discovery after Step 3
Processing a New Booking — Check-out ledger cleanup before refund — Duplicate confirmation transfer during Step 5b / Step 6b
Managing a Check-in — Check-out ledger cleanup before refund — Duplicate move-in payment after Step 4 shows phantom In Debt
Managing a Check-out — Check-out ledger cleanup before refund — Canonical Step 6 / Step 6b duplicate cleanup before Step 5 refund
Handling a Late Payment — Check-out ledger cleanup before refund — Tenant paid once — Revert duplicate, not Step 3 collections
Entering Monthly Utility Bills — Check-out ledger cleanup before refund — Duplicate overage transfer on Step 4 mistaken for unpaid utility
Portfolio KPI review — Check-out ledger cleanup before refund — Month-end duplicate cleanup sign-off on Step 7
Common Workflows — Reject/revert mistaken receipts — Hub matrix (finance-transactions-bulk-reject-selected-bar.png, bookings-payment-row-actions-flow.mp4, bookings-detail-transactions-reject-modal-credit-note-banner.png)
Managing a Check-out — Reject/revert mistaken receipts — Canonical Step 6b Reject selected / Revert on departure duplicates
Managing a Check-in — Reject/revert mistaken receipts — Upstream move-in duplicate shows phantom In Debt at departure
Handling a Late Payment — Reject/revert mistaken receipts — Collections duplicate contrast — Revert before Ready To Refund
Entering Monthly Utility Bills — Reject/revert mistaken receipts — Final overage duplicate on Step 4b
Notification triage — Reject/revert mistaken receipts — Duplicate Payment received alert row-click (Step 4)
Processing a New Booking — Reject/revert mistaken receipts — Duplicate confirmation transfer during Step 5b / Step 6b
Portfolio KPI review — Reject/revert mistaken receipts — Month-end departure cleanup sign-off (Step 7)
Cancelling a Booking — Reject/revert mistaken receipts — Settlement duplicate on Canceled stay — not departure mesh
Common Workflows — Pending manual receipt approval — Hub matrix (finance-transactions-pending-pill.png, bookings-detail-transactions-approve-payment-modal.png, finance-transactions-pending-approve-flow.mp4)
Managing a Check-out — Pending manual receipt approval — Canonical Step 6b Approve payment
Managing a Check-in — Pending manual receipt approval — Upstream move-in Pending mesh on Step 3b / Step 6b
Handling a Late Payment — Pending manual receipt approval — Collections Pending contrast — not departure mesh
Entering Monthly Utility Bills — Pending manual receipt approval — Final overage receipts on Step 4b before deposit refund
Notification triage — Pending manual receipt approval — Pending manual in-payment alert row-click (Step 4)
Portfolio KPI review — Pending manual receipt approval — Month-end departure Pending sign-off (Step 7)
Cancelling a Booking — Pending manual receipt approval — Settlement Pending contrast — not departure mesh
Managing a Check-out — Full workflow (Steps 1–7)
Managing a Check-in — Upstream arrival workflow
Finance — Deposits tab — Refund readiness and lifecycle cards
Glossary — Deposit dispute — Deduction contests before refund

Cancelling a Booking

Pair with other FAQ hub sections

Cancellation workflow pairs with Managing a Check-out hub (completed stay → Ended vs policy void → Canceled), Handling a Late Payment hub (collections before Step 2 / Step 4), Cancel Booking vs Delete Booking (real void vs mistaken row), Portfolio retirement decisions (Archive vs Cancel vs Delete), Pending manual receipt approval hub (Step 2a / Step 6b settlement receipts — finance-transactions-pending-pill.png), Reject/revert mistaken receipts hub (duplicate settlement transfers on Step 2a — finance-transactions-bulk-reject-selected-bar.png), Partly collected security deposit (deposit shortfall vs rent Partial Paid at Step 2 / Step 3 — bookings-detail-deposit-tab-partial-badge.png), Deposit missing on Finance Deposits (Partial paid card empty until toolbar range clears), and Manual block hygiene (calendar release after Step 5). Hub parity: Common Workflows — Check-out vs cancellation · Cancellation collections before void (finance-contract-values-in-debt-filter.png, bookings-detail-transactions-approve-payment-modal.png, workflows-cancel-booking-refund-modal-flow.mp4) · Pending manual receipt approval · Reject/revert mistaken receipts · Partly collected security deposit · Deposit missing on Finance Deposits. Full pairing matrix: FAQ section cross-reference.

| Symptom | Cancellation step | Check-out contrast | | --------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | -------------------------------------------------------------------------------------------------------------------- | | Tenant backs out before arrival | Step 4 refund-type dialog | Guest never Ongoing — not Managing a Check-out | | Mid-stay early termination | Steps 1–4 policy settlement | Step 7 only when stay completes | | Deposit refund after void | Step 3 | Step 5 for normal departure | | Settlement transfer still Pending after bank transfer | Pending manual receipt approval hub | Step 2a before Step 4 / Step 6b for month-end mesh only | Step 6b | | Pending manual in-payment on settlement import | Pending manual receipt approval hub — row-click → Approve | Step 2a / Notification triage — Step 5 after balance clears | Step 6b departure mesh | | Month-end Pending on settlement imports | Pending manual receipt approval hub — amber Pending chip | Step 6b during Portfolio KPI review — Step 7 | Step 6b | | Calendar still blocked | Step 5 + Manual block hygiene | Step 7 | | Unpaid rent/fee before Cancel booking | Handling a Late Payment — Step 1 → Step 4 | Step 2 before Step 4 | | Collections failed — last resort | Step 6 | Step 4 refund dialog | | Deposit Partially paid before void | Partly collected security deposit — not rent Partial Paid | Step 2 / Step 3 — settlement math on remaining before Step 4 | | Partial paid card empty at Step 3 | Deposit missing on Finance Deposits — toolbar date range | Clear date range selection on Finance → Deposits (finance-deposits-date-range-clear-flow.mp4) before Step 3 deposit settlement | | Tenant paid once, ledger shows duplicate settlement | Reject/revert mistaken receipts hub — Reject while pending / Revert after Approve | Step 2a / Step 6b before Step 4 | | Mistaken duplicate row | Delete Booking — not this hub | Cancel Booking vs Delete Booking |

Common Workflows — Cancellation collections before void — Hub matrix (finance-contract-values-in-debt-filter.png, bookings-detail-transactions-approve-payment-modal.png, bookings-cancel-booking-modal-refund-types.png, workflows-cancel-booking-refund-modal-flow.mp4)
Notification triage — Cancellation collections before void — Pre-cancel payment overdue row-click (Step 4)
Onboarding a New Property — Cancellation collections before void — Pre-cancel rent arrears on first go-live booking after Step 7
Cancelling a Booking — Cancellation collections before void — Canonical Step 2 settlement before Step 4 void
Manual block hygiene — Cancellation collections before void — Phantom rent In Debt after Step 5 hold cleanup mistaken for cancel
Using in-app support — Cancellation collections before void — Self-serve In Debt triage before filing tickets
Resetting a Management User Password — Cancellation collections before void — Lockout-delayed pre-cancel collections backlog after Step 3
Processing a New Booking — Cancellation collections before void — Pre-cancel rent arrears on Upcoming import after Step 6
Managing a Check-in — Cancellation collections before void — Tenant backs out before arrival — move-in arrears on Step 3 / Step 4
Managing a Check-out — Cancellation collections before void — Policy void mid-stay contrast — not departure-week Step 6 collections
Handling a Late Payment — Cancellation collections before void — Canonical Steps 1–4 before Cancelling a Booking Step 4
Entering Monthly Utility Bills — Cancellation collections before void — Utility overage on Canceled stay — not rent pre-cancel mesh on Step 4
Portfolio KPI review — Cancellation collections before void — Month-end pre-cancel arrears sign-off on Step 7
Common Workflows — Check-out vs cancellation — Hub matrix (workflows-cancel-booking-refund-modal-flow.mp4, bookings-cancel-booking-modal-refund-types.png, bookings-list-canceled-tab.png, bookings-detail-deposit-tab-ready-to-refund-toggle.png)
Cancelling a Booking — Full workflow (Steps 1–6b)
Managing a Check-out — Normal departure (Steps 1–7)
FAQ — Cancel Booking vs Delete Booking — Policy void vs soft-archive
Glossary — Deposit lifecycle status — Ready to Refund on both paths
Common Workflows — Partly collected security deposit — Hub matrix (finance-deposits-lifecycle-partial-paid-card.png, bookings-detail-deposit-tab-partial-badge.png, finance-deposits-partial-collection-walkthrough.mp4)
Cancelling a Booking — Partly collected security deposit — Canonical Step 2 / Step 3 settlement math on shortfall deposits
Handling a Late Payment — Partly collected security deposit — Deposit vs rent Partial Paid during Step 2 collections
Managing a Check-in — Partly collected security deposit — Tenant backs out before arrival — upstream shortfall
Processing a New Booking — Partly collected security deposit — Confirmation deposit shortfall before cancel
Notification triage — Partly collected security deposit — Deposit alert row-click opens Deposit tab (Step 4)
Common Workflows — Deposit missing on Finance Deposits — Hub matrix (finance-deposits-date-range-toolbar-default.png, finance-deposits-date-range-clear-flow.mp4)
Cancelling a Booking — Deposit missing on Finance Deposits — Canonical Step 3 deposit settlement when Finance row is hidden
Handling a Late Payment — Deposit missing on Finance Deposits — Widen range before Step 2 rent settlement
Managing a Check-out — Deposit missing on Finance Deposits — Completed-stay refund mesh (not cancellation)
Notification triage — Deposit missing on Finance Deposits — Payment alert row-click when Finance row hidden (Step 4)
Onboarding a New Property — Deposit missing on Finance Deposits — First cancellation deposit triage after Step 7 go-live
Common Workflows — Reject/revert mistaken receipts — Hub matrix (finance-transactions-bulk-reject-selected-bar.png, bookings-payment-row-actions-flow.mp4, bookings-detail-transactions-reject-modal-credit-note-banner.png)
Cancelling a Booking — Reject/revert mistaken receipts — Canonical Step 2a Reject selected / Revert on settlement duplicates
Processing a New Booking — Reject/revert mistaken receipts — Upstream confirmation duplicate on Step 5b
Managing a Check-in — Reject/revert mistaken receipts — Move-in duplicate shows phantom In Debt at Step 2
Managing a Check-out — Reject/revert mistaken receipts — Departure-week duplicate — not pre-cancel settlement mesh
Handling a Late Payment — Reject/revert mistaken receipts — Collections duplicate contrast — Revert before void
Entering Monthly Utility Bills — Reject/revert mistaken receipts — Overage duplicate mistaken for unpaid utility at Step 2
Notification triage — Reject/revert mistaken receipts — Duplicate Payment received alert row-click (Step 4)
Portfolio KPI review — Reject/revert mistaken receipts — Month-end settlement cleanup sign-off (Step 7)
Common Workflows — Pending manual receipt approval — Hub matrix (finance-transactions-pending-pill.png, bookings-detail-transactions-approve-payment-modal.png, finance-transactions-pending-approve-flow.mp4)
Cancelling a Booking — Pending manual receipt approval — Canonical Step 2a / Step 6b Approve payment
Processing a New Booking — Pending manual receipt approval — Upstream confirmation Pending mesh on Step 5b / Step 6b
Managing a Check-in — Pending manual receipt approval — Move-in Pending contrast — not settlement mesh
Managing a Check-out — Pending manual receipt approval — Departure Pending contrast — not pre-cancel settlement mesh
Handling a Late Payment — Pending manual receipt approval — Collections Pending contrast — not settlement mesh
Entering Monthly Utility Bills — Pending manual receipt approval — Overage receipts on Step 4b — settlement if unpaid at cancel
Notification triage — Pending manual receipt approval — Pending manual in-payment alert row-click (Step 4)
Portfolio KPI review — Pending manual receipt approval — Month-end settlement Pending sign-off (Step 7)

Entering Monthly Utility Bills

Pair with other FAQ hub sections

Monthly supplier billing pairs with Managing a Check-out hub (downstream Step 6 / Step 5 before deposit release — hub: Check-out final utilities handoff), Handling a Late Payment hub (unpaid overage lines → Step 1), Pending manual receipt approval hub (Step 4b overage receipts — finance-transactions-pending-pill.png), Reject/revert mistaken receipts hub (duplicate overage transfers on Step 4b — finance-transactions-bulk-reject-selected-bar.png), and Utilities (module reference). Hub parity: Common Workflows — Utility overage collections (utilities-allocations-row-breakdown-expanded.png, utilities-allocations-review-flow.mp4) · Check-out final utilities handoff · Pending manual receipt approval · Reject/revert mistaken receipts. Full pairing matrix: FAQ section cross-reference.

Symptom	Utility bills step	Check-out step
Final supplier bill missing at departure	Step 2	Step 6 blocked
Overage on Payment Plan, tenant has not paid	Step 4	Handling a Late Payment — Step 1 → Step 4
Overage on Canceled stay (not departure week)	Step 4	Step 1 — not rent cancellation mesh
Overage transfer still Pending after bank transfer	Pending manual receipt approval hub	Step 4b before Managing a Check-out — Step 6 / Handling a Late Payment — Step 4b for collections bucket only
Pending manual in-payment on overage import	Pending manual receipt approval hub — row-click → Approve	Step 4b / Notification triage — Step 5 after balance clears
Month-end Pending on overage imports	Pending manual receipt approval hub — amber Pending chip	Step 4b during Portfolio KPI review — Step 7 — hub: Check-out final utilities handoff
Departure-week overage blocks refund	Step 4	Managing a Check-out — Step 6 before Step 5
End of Booking — charge not posted yet	Glossary — End-of-Booking cost split	Step 7
Month-end Missing bills on portfolio	Step 5	Portfolio KPI review — Step 7
Tenant paid once, ledger shows duplicate overage	Reject/revert mistaken receipts hub — Reject while pending / Revert after Approve	Step 4b before Managing a Check-out — Step 6

Common Workflows — Check-out final utilities handoff — Hub matrix (bookings-detail-payment-plan-tab-schedule.png, utilities-allocations-row-breakdown-expanded.png, utilities-bills-tab-missing-toggle.png, utilities-allocations-review-flow.mp4)
Common Workflows — Utility overage collections — Hub matrix (utilities-allocations-row-breakdown-expanded.png, bookings-detail-transactions-approve-payment-modal.png, finance-contract-values-in-debt-filter.png, utilities-allocations-review-flow.mp4)
Notification triage — Utility overage collections — payment overdue row-click after monthly bill cycle (Step 4)
Onboarding a New Property — Utility overage collections — First supplier bill cycle on Step 7
Cancelling a Booking — Utility overage collections — Overage on Canceled stay during Step 2 settlement
Manual block hygiene — Utility overage collections — Phantom utility In Debt after Step 5 hold cleanup
Using in-app support — Utility overage collections — Self-serve overage triage before filing tickets
Resetting a Management User Password — Utility overage collections — Lockout-delayed overage backlog after Step 3
Processing a New Booking — Utility overage collections — First Ongoing stay before first bill cycle (Step 6)
Managing a Check-in — Utility overage collections — Move-in month overage Pending mesh (Step 6b)
Managing a Check-out — Utility overage collections — Departure-week final overages before refund (Step 6)
Handling a Late Payment — Utility overage collections — Collections after Step 4 posting (Step 1)
Entering Monthly Utility Bills — Utility overage collections — Canonical posting mesh (Steps 4–4b)
Portfolio KPI review — Utility overage collections — Month-end segment overage arrears sign-off (Step 7)
Entering Monthly Utility Bills — Full workflow (Steps 1–6)
Managing a Check-out — Departure-week settlement
Utilities module — Bills, Connections, AI Invoice Reader
Glossary — End-of-Booking cost split — Deferred overage posting
Common Workflows — Reject/revert mistaken receipts — Hub matrix (finance-transactions-bulk-reject-selected-bar.png, bookings-payment-row-actions-flow.mp4, bookings-detail-transactions-reject-modal-credit-note-banner.png)
Entering Monthly Utility Bills — Reject/revert mistaken receipts — Canonical Step 4b Reject selected / Revert on overage duplicates
Processing a New Booking — Reject/revert mistaken receipts — Upstream confirmation duplicate on Step 5b
Managing a Check-in — Reject/revert mistaken receipts — Move-in duplicate shows phantom In Debt at Step 2
Managing a Check-out — Reject/revert mistaken receipts — Departure-week duplicate — not overage mesh at Step 4
Handling a Late Payment — Reject/revert mistaken receipts — Collections duplicate contrast — Revert before utility outreach
Cancelling a Booking — Reject/revert mistaken receipts — Settlement duplicate on Canceled stay — not overage mesh
Notification triage — Reject/revert mistaken receipts — Duplicate Payment received alert row-click (Step 4)
Portfolio KPI review — Reject/revert mistaken receipts — Month-end overage cleanup sign-off (Step 7)
Common Workflows — Pending manual receipt approval — Hub matrix (finance-transactions-pending-pill.png, bookings-detail-transactions-approve-payment-modal.png, finance-transactions-pending-approve-flow.mp4)
Entering Monthly Utility Bills — Pending manual receipt approval — Canonical Step 4b Approve payment
Processing a New Booking — Pending manual receipt approval — Upstream confirmation Pending mesh on Step 5b / Step 6b
Managing a Check-in — Pending manual receipt approval — Move-in Pending contrast — not overage mesh
Managing a Check-out — Pending manual receipt approval — Departure Pending contrast — not overage mesh at Step 4
Handling a Late Payment — Pending manual receipt approval — Collections Pending contrast — overage if unpaid after Step 4
Cancelling a Booking — Pending manual receipt approval — Settlement Pending contrast — not overage mesh
Notification triage — Pending manual receipt approval — Pending manual in-payment alert row-click (Step 4)
Portfolio KPI review — Pending manual receipt approval — Month-end overage Pending sign-off (Step 7)

Handling a Late Payment

Pair with other FAQ hub sections

Collections workflow pairs with Entering Monthly Utility Bills hub (utility overage lines after Step 4), Cancelling a Booking hub (pre-cancel settlement before Step 4), Managing a Check-in hub (move-in charges before Step 4), Managing a Check-out hub (departure-week arrears before Step 5), Finance debt receivables triage hub (Debt Aging / Top debtors before Step 3), Notification triage (upstream payment overdue Step 4), Pending manual receipt approval hub (Step 4b / Step 6b collections receipts — finance-transactions-pending-pill.png), Reject/revert mistaken receipts hub (duplicate collections transfers on Step 4b — finance-transactions-bulk-reject-selected-bar.png), Partly collected security deposit (deposit vs rent Partial Paid at Step 1 — bookings-detail-deposit-tab-partial-badge.png), Deposit missing on Finance Deposits (Partial paid card empty until toolbar range clears), Notifications & alerts (payment overdue row-click), and Portfolio KPI review — Step 7. Hub parity: Common Workflows — Handling a Late Payment collections hub · Payment alert to receivables triage (notifications-row-navigation-flow.mp4) · Utility overage collections (utilities-allocations-row-breakdown-expanded.png, finance-contract-values-in-debt-filter.png, utilities-allocations-review-flow.mp4) · Cancellation collections before void (finance-contract-values-in-debt-filter.png, bookings-cancel-booking-modal-refund-types.png) · Check-out collections before refund (workflows-check-out-coordination-flow.mp4, bookings-detail-payment-plan-tab-schedule.png) · Check-out ledger cleanup before refund · Pending manual receipt approval · Reject/revert mistaken receipts · Partly collected security deposit · Deposit missing on Finance Deposits. Full pairing matrix: FAQ section cross-reference.

Symptom	Triage first	Collections step
Payment overdue alert on `/notifications`	Row-click → confirm balance	Handling a Late Payment — Step 1 → Step 3
Need portfolio-ranked debtors	Finance → Overview → Debt Aging	Step 1 after you open a booking
Collections transfer still Pending after bank transfer	Pending manual receipt approval hub	Step 4b before Step 3 outreach / Step 6b for month-end mesh only
Pending manual in-payment on collections import	Pending manual receipt approval hub — row-click → Approve	Step 4b / Notification triage — Step 5 after balance clears
Month-end Pending on collections receipts	Pending manual receipt approval hub — amber Pending chip	Step 6b during Portfolio KPI review — Step 7
Tenant paid once, ledger shows duplicate collections	Reject/revert mistaken receipts hub — Reject while pending / Revert after Approve	Step 4b / Step 6b before Step 3 — re-triage Debt Aging
In Debt includes utility overage line	Entering Monthly Utility Bills — Step 4	Step 1 — hub: Utility overage collections
In Debt blocks Cancel booking dialog	Step 1 → Step 4	Cancelling a Booking — Step 2 before Step 4
Departure-week Ready To Refund blocked by rent arrears	Step 1 on booking Payment Plan	Managing a Check-out — Step 6 before Step 5
Amber Partial Paid on Payment Plan but shortfall is deposit	Rent collections mesh — security deposit is separate	Partly collected security deposit — open Deposit tab at Step 1
Partial paid card empty during portfolio triage	Toolbar date range on Finance → Deposits hides the stay	Deposit missing on Finance Deposits — clear range before deposit vs rent contrast at Step 1
Last-resort cancel after collections failed	Step 6	Cancelling a Booking — Step 4

Common Workflows — Utility overage collections — Hub matrix (utilities-allocations-row-breakdown-expanded.png, bookings-detail-transactions-approve-payment-modal.png, finance-contract-values-in-debt-filter.png, utilities-allocations-review-flow.mp4)
Common Workflows — Cancellation collections before void — Hub matrix (finance-contract-values-in-debt-filter.png, bookings-detail-transactions-approve-payment-modal.png, bookings-cancel-booking-modal-refund-types.png, workflows-cancel-booking-refund-modal-flow.mp4)
Notification triage — Cancellation collections before void — Pre-cancel payment overdue row-click (Step 4)
Onboarding a New Property — Cancellation collections before void — Pre-cancel rent arrears on first go-live booking after Step 7
Cancelling a Booking — Cancellation collections before void — Canonical Step 2 settlement before Step 4 void
Manual block hygiene — Cancellation collections before void — Phantom rent In Debt after Step 5 hold cleanup mistaken for cancel
Using in-app support — Cancellation collections before void — Self-serve In Debt triage before filing tickets
Resetting a Management User Password — Cancellation collections before void — Lockout-delayed pre-cancel collections backlog after Step 3
Processing a New Booking — Cancellation collections before void — Pre-cancel rent arrears on Upcoming import after Step 6
Managing a Check-in — Cancellation collections before void — Tenant backs out before arrival — move-in arrears on Step 3 / Step 4
Managing a Check-out — Cancellation collections before void — Policy void mid-stay contrast — not departure-week Step 6 collections
Handling a Late Payment — Cancellation collections before void — Canonical Steps 1–4 before Cancelling a Booking Step 4
Entering Monthly Utility Bills — Cancellation collections before void — Utility overage on Canceled stay — not rent pre-cancel mesh on Step 4
Portfolio KPI review — Cancellation collections before void — Month-end pre-cancel arrears sign-off on Step 7
Common Workflows — Check-out collections before refund — Hub matrix (workflows-check-out-coordination-flow.mp4, bookings-detail-payment-plan-tab-schedule.png, finance-contract-values-in-debt-filter.png, bookings-detail-deposit-tab-ready-to-refund-toggle.png)
Notification triage — Check-out collections before refund — Departure-week payment overdue row-click (Step 4)
Onboarding a New Property — Check-out collections before refund — First departure-week rent arrears after Step 7 go-live
Cancelling a Booking — Check-out collections before refund — Rent arrears on Payment Plan during Step 2 settlement (not utility overage mesh)
Manual block hygiene — Check-out collections before refund — Phantom rent In Debt after Step 5 hold cleanup
Using in-app support — Check-out collections before refund — Self-serve Ready To Refund triage before filing tickets
Resetting a Management User Password — Check-out collections before refund — Lockout-delayed departure collections backlog after Step 3
Processing a New Booking — Check-out collections before refund — Mid-stay rent arrears on first Ongoing import after Step 6
Managing a Check-in — Check-out collections before refund — Rent In Debt after Step 4 key handover
Managing a Check-out — Check-out collections before refund — Canonical Step 6 settlement before Step 5 refund
Handling a Late Payment — Check-out collections before refund — Collections Step 1 when Ready To Refund is blocked
Entering Monthly Utility Bills — Check-out collections before refund — Rent line mistaken for utility overage on Step 4
Portfolio KPI review — Check-out collections before refund — Month-end departure arrears sign-off on Step 7
Notification triage — Utility overage collections — payment overdue row-click after monthly bill cycle (Step 4)
Onboarding a New Property — Utility overage collections — First supplier bill cycle on Step 7
Cancelling a Booking — Utility overage collections — Overage on Canceled stay during Step 2 settlement
Manual block hygiene — Utility overage collections — Phantom utility In Debt after Step 5 hold cleanup
Using in-app support — Utility overage collections — Self-serve overage triage before filing tickets
Resetting a Management User Password — Utility overage collections — Lockout-delayed overage backlog after Step 3
Processing a New Booking — Utility overage collections — First Ongoing stay before first bill cycle (Step 6)
Managing a Check-in — Utility overage collections — Move-in month overage Pending mesh (Step 6b)
Managing a Check-out — Utility overage collections — Departure-week final overages before refund (Step 6)
Handling a Late Payment — Utility overage collections — Collections after bill posting (Step 1)
Entering Monthly Utility Bills — Utility overage collections — Canonical posting mesh (Steps 4–4b)
Portfolio KPI review — Utility overage collections — Month-end segment overage arrears sign-off (Step 7)
Common Workflows — Check-out ledger cleanup before refund — Hub matrix (bookings-detail-transactions-revert-modal-info-banner.png, finance-transactions-bulk-reject-selected-bar.png)
Notification triage — Check-out ledger cleanup before refund — Duplicate Pending manual in-payment alert row-click (Step 4)
Onboarding a New Property — Check-out ledger cleanup before refund — Duplicate departure transfer on first go-live booking (Step 7)
Cancelling a Booking — Check-out ledger cleanup before refund — Duplicate settlement transfer during Step 2 (tenant paid once)
Manual block hygiene — Check-out ledger cleanup before refund — Phantom duplicate In Debt after Step 5 hold cleanup
Using in-app support — Check-out ledger cleanup before refund — Self-serve duplicate-transfer triage before filing tickets
Resetting a Management User Password — Check-out ledger cleanup before refund — Lockout-delayed duplicate discovery after Step 3
Processing a New Booking — Check-out ledger cleanup before refund — Duplicate confirmation transfer during Step 5b / Step 6b
Managing a Check-in — Check-out ledger cleanup before refund — Duplicate move-in payment after Step 4 shows phantom In Debt
Managing a Check-out — Check-out ledger cleanup before refund — Canonical Step 6 / Step 6b duplicate cleanup before Step 5 refund
Handling a Late Payment — Check-out ledger cleanup before refund — Tenant paid once — Revert duplicate, not Step 3 collections
Entering Monthly Utility Bills — Check-out ledger cleanup before refund — Duplicate overage transfer on Step 4 mistaken for unpaid utility
Portfolio KPI review — Check-out ledger cleanup before refund — Month-end duplicate cleanup sign-off on Step 7
Common Workflows — Partly collected security deposit — Hub matrix (finance-deposits-lifecycle-partial-paid-card.png, bookings-detail-deposit-tab-partial-badge.png, finance-deposits-partial-collection-walkthrough.mp4)
Notification triage — Partly collected security deposit — Deposit alert row-click opens Deposit tab (Step 4)
Onboarding a New Property — Partly collected security deposit — First confirmation deposit shortfall after Step 7 go-live
Processing a New Booking — Partly collected security deposit — Confirmation deposit shortfall after Step 5
Managing a Check-in — Partly collected security deposit — Chase remaining before key handover
Handling a Late Payment — Partly collected security deposit — Deposit vs rent Partial Paid at Step 1
Cancelling a Booking — Partly collected security deposit — Settlement math on shortfall deposits
Managing a Check-out — Partly collected security deposit — Inspection shortfall before Ready to Refund (Steps 3–5)
Entering Monthly Utility Bills — Partly collected security deposit — Month-end Partial paid card alongside utility close
Portfolio KPI review — Partly collected security deposit — Month-end deposit sign-off (Step 7)
Manual block hygiene — Partly collected security deposit — Partial paid card when debt KPIs stay high after holds cleared (Step 5)
Resetting a Management User Password — Partly collected security deposit — Lockout-delayed deposit triage after Step 3
Using in-app support — Partly collected security deposit — Self-serve partial filter / badge triage before Finance module tickets
Common Workflows — Deposit missing on Finance Deposits — Hub matrix (finance-deposits-date-range-toolbar-default.png, finance-deposits-date-range-clear-flow.mp4)
Notification triage — Deposit missing on Finance Deposits — Payment alert row-click when Finance row is hidden (Step 4)
Onboarding a New Property — Deposit missing on Finance Deposits — First move-in deposit triage after Step 7 go-live
Processing a New Booking — Deposit missing on Finance Deposits — Confirmation deposit on Deposit tab after Step 5
Managing a Check-in — Deposit missing on Finance Deposits — Move-in deposit triage on Step 3 before Partial paid card
Handling a Late Payment — Deposit missing on Finance Deposits — Widen range before deposit vs rent Partial Paid at Step 1
Cancelling a Booking — Deposit missing on Finance Deposits — Step 3 deposit settlement when row is hidden
Managing a Check-out — Deposit missing on Finance Deposits — Step 5 refund triage after clearing range
Entering Monthly Utility Bills — Deposit missing on Finance Deposits — Departure-week deposit release after utility month-end (Step 5)
Portfolio KPI review — Deposit missing on Finance Deposits — Month-end sign-off backlog (Step 7)
Manual block hygiene — Deposit missing on Finance Deposits — Deposit row hidden when debt KPIs stay high after holds cleared (Step 5)
Resetting a Management User Password — Deposit missing on Finance Deposits — Lockout-delayed older move-outs after Step 3
Using in-app support — Deposit missing on Finance Deposits — Self-serve range triage before Finance module tickets
Common Workflows — Reject/revert mistaken receipts — Hub matrix (finance-transactions-bulk-reject-selected-bar.png, bookings-payment-row-actions-flow.mp4, bookings-detail-transactions-reject-modal-credit-note-banner.png)
Handling a Late Payment — Reject/revert mistaken receipts — Canonical Step 4b Reject selected / Revert on collections duplicates
Processing a New Booking — Reject/revert mistaken receipts — Upstream confirmation duplicate on Step 5b
Managing a Check-in — Reject/revert mistaken receipts — Move-in duplicate shows phantom In Debt at Step 1
Managing a Check-out — Reject/revert mistaken receipts — Departure-week duplicate — Revert before Ready To Refund
Entering Monthly Utility Bills — Reject/revert mistaken receipts — Overage duplicate mistaken for unpaid utility at Step 1
Notification triage — Reject/revert mistaken receipts — Duplicate Payment received alert row-click (Step 4)
Portfolio KPI review — Reject/revert mistaken receipts — Month-end collections cleanup sign-off (Step 7)
Cancelling a Booking — Reject/revert mistaken receipts — Settlement duplicate on Canceled stay — not collections mesh
Common Workflows — Pending manual receipt approval — Hub matrix (finance-transactions-pending-pill.png, bookings-detail-transactions-approve-payment-modal.png, finance-transactions-pending-approve-flow.mp4)
Handling a Late Payment — Pending manual receipt approval — Canonical Step 4b / Step 6b Approve payment
Processing a New Booking — Pending manual receipt approval — Upstream confirmation Pending mesh on Step 5b / Step 6b
Managing a Check-in — Pending manual receipt approval — Move-in Pending contrast — not collections mesh
Managing a Check-out — Pending manual receipt approval — Departure Pending contrast — not collections mesh
Cancelling a Booking — Pending manual receipt approval — Settlement Pending contrast — not collections mesh
Entering Monthly Utility Bills — Pending manual receipt approval — Overage receipts on Step 4b — collections if unpaid
Notification triage — Pending manual receipt approval — Pending manual in-payment alert row-click (Step 4)
Portfolio KPI review — Pending manual receipt approval — Month-end collections Pending sign-off (Step 7)
Common Workflows — Payment alert to receivables triage — Hub matrix (notifications-row-navigate-to-booking-detail.png, notifications-row-navigation-flow.mp4, finance-overview-debt-aging-walkthrough-flow.mp4)
Processing a New Booking — Payment alert to receivables triage — Upcoming vs Ongoing on Step 5 / Step 6
Cancelling a Booking — Payment notification (operator) — Pre-cancel payment overdue on Step 2
Managing a Check-in — Payment notification (operator) — Move-in alerts on Step 3
Managing a Check-out — Payment notification (operator) — Departure-week alerts on Step 6
Entering Monthly Utility Bills — Payment notification (operator) — Utility payment overdue on Step 4
Handling a Late Payment — Payment notification (operator) — payment overdue on Step 1 after alert row-click
Portfolio KPI review — Payment notification (operator) — Month-end alert batch on Step 7
Notification triage — Payment notification (operator) — Payments row-click on Step 4
Manual block hygiene — Payment notification (operator) — Stale alerts after Step 5 hold cleanup
Onboarding a New Property — Payment notification (operator) — First Payment received on Step 7 go-live
Using in-app support — Payment notification (operator) — Self-serve alert triage before filing
Resetting a Management User Password — Payment notification (operator) — Lockout-delayed payment overdue after Step 3
Common Workflows — Handling a Late Payment collections hub — Hub matrix (finance-overview-income-chart-debt-aging.png, finance-overview-debt-aging-walkthrough-flow.mp4)
Common Workflows — Finance debt receivables triage — Surface-choice before collections
Handling a Late Payment — Full workflow (Steps 1–6)
Notification triage — Step 4 — Upstream payment overdue alert path
FAQ — Bookings that owe money — Top debtors triage
Portfolio KPI review — Step 7 — Month-end sign-off

Handling a Late Payment collections

Pair with other FAQ hub sections

Receivables triage surfaces answer “who owes?” — Handling a Late Payment Steps 1–6 answer “what do I do next?” Pair with Handling a Late Payment hub (full collections workflow), Finance debt receivables triage hub (Debt Aging / Top debtors before Step 3), Payment alert to receivables triage hub (upstream payment overdue Step 4), Pending manual receipt approval hub (Step 4b / Step 6b collections receipts — finance-transactions-pending-pill.png), Reject/revert mistaken receipts hub (duplicate collections transfers — Revert before Step 3), Utility overage collections (utility In Debt — not rent Top debtors alone), Cancellation collections before void (pre-cancel settlement), and Check-out collections before refund (departure-week arrears). Hub parity: Common Workflows — Handling a Late Payment collections hub · Glossary — Handling a Late Payment collections hub. Full pairing matrix: FAQ section cross-reference.

Symptom	Triage surface	Collections step
Need ranked debtors with days overdue	Finance → Overview → Debt Aging	Step 1 after you pick a booking
Payment overdue alert row-click	Confirm balance on opened booking	Step 3 after Step 2
Tenant paid but Total Debt unchanged	Pending manual receipt approval hub	Step 4 / Step 4b
Tenant insists they paid twice	Reject/revert mistaken receipts hub	Re-open Debt Aging — not Step 3 until ledger is clean
Month-end Pending collections receipts	Amber Pending chip	Step 6b mesh
Dashboard Total Debt not clickable	Finance → Overview	Step 1
Partly collected deposit, not rent arrears	Finance → Deposits Partial paid card	Partly collected security deposit — not rent collections

Walkthrough: open an arrears booking, confirm Payment Plan overdue pills, use Communication for tenant outreach, record a manual receipt via Transaction (Add Payment modal), then approve pending rows when your role allows.

Common Workflows — Handling a Late Payment collections hub — Hub matrix (finance-overview-income-chart-debt-aging.png, notifications-row-navigate-to-booking-detail.png, finance-overview-debt-aging-walkthrough-flow.mp4, handling-a-late-payment-collections-flow.mp4)
Handling a Late Payment — Full workflow (Steps 1–6)
Finance — Handling a Late Payment collections — Debt Aging Top debtors canonical surface
Bookings — Handling a Late Payment collections — Payment Plan / Transactions on opened booking
Dashboard — Handling a Late Payment collections — Total debt KPI headline vs Finance drill-down
Notifications — Handling a Late Payment collections — payment overdue alert row-click before collections
Operations — Handling a Late Payment collections — Turnover-week / move-in arrears during planning
Analytics — Handling a Late Payment collections — KPI skew until receivables clear
Utilities — Handling a Late Payment collections — Utility overage In Debt contrast
Sales — Handling a Late Payment collections — Channel-import schedules behind arrears
Tenants — Handling a Late Payment collections — With Debt segmentation vs Top debtors
Listings — Handling a Late Payment collections — Unit sidebar debt vs portfolio rank
Inbox — Handling a Late Payment collections — Tenant payment disputes on WhatsApp before outreach
Account Settings — Handling a Late Payment collections — Due dates, Approve payments, and alert masters before collections
Invoicing & Payments — Handling a Late Payment collections — Payment deadlines shape Debt Aging timing
Users and roles — Handling a Late Payment collections — Approve payments gates collections Step 4b
AI Chat — Handling a Late Payment collections — Validate assistant debt totals against Debt Aging
Audit — Handling a Late Payment collections — Month-end export sign-off after collections
Legacy /properties URLs — Handling a Late Payment collections — Collections on redirected-property bookings
Booking engine details — Handling a Late Payment collections — Engine-sourced schedules behind arrears
FAQ — Handling a Late Payment hub — Full per-guide mesh for collections workflow
Common Workflows — Finance debt receivables triage — Four-surface triage before collections
Common Workflows — Payment alert to receivables triage — Alert → receivables surfaces before collections

Pending manual receipt approval

Pair with other FAQ hub sections

Pending receipt questions pair with Processing a New Booking hub (confirmation transfers still pending on Step 5b / Step 6b — finance-transactions-pending-pill.png), Managing a Check-in hub (move-in transfers still pending on Step 3b / Step 6b — bookings-detail-transactions-approve-payment-modal.png), Managing a Check-out hub (departure transfers still pending on Step 6b — finance-transactions-pending-pill.png), Handling a Late Payment hub (collections transfers still pending on Step 4b / Step 6b — finance-transactions-pending-pill.png), Cancelling a Booking hub (settlement transfers still pending on Step 2a / Step 6b — finance-transactions-pending-pill.png), Entering Monthly Utility Bills hub (overage transfers still pending on Step 4b — finance-transactions-pending-pill.png), Finance debt receivables triage hub (Total Debt / In debt until Approve — not Debt Aging alone), Reject/revert mistaken receipts hub (Reject while pending vs Revert after Approve — decision table: approve legitimate rows first, then Reject selected on duplicates; finance-transactions-bulk-reject-selected-bar.png, bookings-payment-row-actions-flow.mp4), Payments & Finance, and Why is my manual receipt still pending?. Hub parity: Common Workflows — Pending manual receipt approval. Full pairing matrix: FAQ section cross-reference.

Common Workflows — Pending manual receipt approval — Hub matrix when payment alerts, month-end KPIs, or ledger Pending disagree
Common Workflows — Notification row-click navigation — /notifications row-click vs bell; alert-driven Transactions entry (notifications-row-navigation-flow.mp4)
FAQ — Manual receipt still pending — Finance vs Bookings vs /notifications surface table (finance-transactions-pending-pill.png, bookings-detail-transactions-approve-payment-modal.png, finance-transactions-pending-approve-flow.mp4)
FAQ — Pending manual in-payment on /notifications — Alert-type comparison and row-click triage (notifications-row-navigate-to-booking-detail.png)
FAQ — Finance debt receivables triage hub — Surface-choice matrix (Dashboard Total Debt vs Debt Aging vs Income → In debt)
Common Workflows — Finance debt receivables triage — Top debtors after pending queue clears (finance-overview-income-chart-debt-aging.png)
Finance — Pending manual payments — Amber Pending chip on Finance → Transactions
Payment Allocation — Two-layer model and month-end approval habit
Glossary — Pending manual in-payment (Finance) — Definition and notification pairing
FAQ — Dashboard Total Debt subtitle — Post-login Total Debt card until pending receipts clear
FAQ — Reject or revert an incoming payment — Reject while pending vs Revert after Approve
Common Workflows — Reject/revert mistaken receipts — Hub matrix (finance-transactions-bulk-reject-selected-bar.png, bookings-payment-row-actions-flow.mp4)
Glossary — Credit note (payment reject/revert) — Modal banners after invoiced Reject / Revert
Notification triage — Pending manual receipt approval — Pending manual in-payment alert row-click (Step 4)
Manual block hygiene — Pending manual receipt approval — Pending mesh during Step 5 after holds cleared
Onboarding a New Property — Pending manual receipt approval — First confirmation receipts after go-live
Using in-app support — Pending manual receipt approval — Approve payments permission defects before filing
Resetting a Management User Password — Pending manual receipt approval — Lockout-delayed Pending backlog after Step 3
Processing a New Booking — Pending manual receipt approval — Confirmation receipts on Step 5b / Step 6b
Managing a Check-in — Pending manual receipt approval — Move-in receipts on Step 3b / Step 6b
Managing a Check-out — Pending manual receipt approval — Departure receipts on Step 6b before refund
Handling a Late Payment — Pending manual receipt approval — Collections receipts on Step 4b / Step 6b
Cancelling a Booking — Pending manual receipt approval — Settlement receipts on Step 2a / Step 6b
Entering Monthly Utility Bills — Pending manual receipt approval — Overage receipts on Step 4b
Portfolio KPI review — Pending manual receipt approval — Month-end Pending mesh on Step 7
Finance — Pending manual receipt approval — Amber Pending chip and bulk Approve selected on Finance → Transactions
Bookings — Pending manual receipt approval — Per-row Approve payment on booking Transactions
Dashboard — Pending manual receipt approval — Total debt KPI lag until Approve payments
Analytics — Pending manual receipt approval — Revenue or debt-aging charts lag until approval
Notifications — Pending manual receipt approval — Pending manual in-payment rows persist on /notifications
Operations — Pending manual receipt approval — Turnover prep shows unpaid move-in lines until approval
Utilities — Pending manual receipt approval — Overage lines on Payment Plan still pending
Sales — Pending manual receipt approval — Overview KPIs lag on channel bookings
Tenants — Pending manual receipt approval — With Debt segmentation until approval clears
Listings — Pending manual receipt approval — Unit sidebar debt indicators lag
Inbox — Pending manual receipt approval — Tenant asks about transfers still pending
AI Chat — Pending manual receipt approval — Assistant debt answers cite pending transfers
Audit — Pending manual receipt approval — Discounts export shows unpaid lines until approval
Legacy /properties URLs — Pending manual receipt approval — Redirected-property bookings still pending
Booking engine details — Pending manual receipt approval — White-label bookings still pending confirmation transfers

Credit note warning (reject/revert)

Pair with other FAQ hub sections

Modal-banner flows pair with Reject/revert mistaken receipts hub, Bulk Hostkit invoicing hub (Issue credit notes Hostkit pacing), Pending manual receipt approval hub (Reject while pending vs invoiced Revert), Rent reduction after invoicing hub (external rent relief → same queue), Payments & Finance, and What happens when I reject or revert an incoming payment?. Hub parity: Credit note warning (reject/revert) hub · Glossary — Credit note warning (reject/revert) hub · Common Workflows — Reject/revert mistaken receipts. Full pairing matrix: FAQ section cross-reference.

Glossary — Credit note warning (reject/revert) hub — Surface table + per-guide/module mesh reciprocal hub
Common Workflows — Reject/revert mistaken receipts — Hub matrix: Reject vs Revert vs Issue credit notes (bookings-detail-transactions-reject-modal-credit-note-banner.png, bookings-payment-row-actions-flow.mp4)
FAQ — Reject or revert an incoming payment — Decision table and modal screenshots
Glossary — Credit note (payment reject/revert) — Full accounting vocabulary
Payment Allocation — Correcting mistaken receipts — Red vs blue banner semantics
Finance — Issuing credit notes (integrated invoicing) — Not issued credit note filter pill and bulk Issue credit notes (N)
Common Workflows — Bulk Hostkit invoicing — Hostkit pacing after invoiced Reject / Revert (finance-transactions-bulk-selection-bar.png)
Common Workflows — Pending manual receipt approval — Approve legitimate pending rows before Revert on approved duplicates
Glossary — Pending manual in-payment (Finance) hub — Reject while pending symptom contrast
Bookings — Row actions on in-payment rows — Per-row modals with banners
Finance — Row actions on in-payment rows — Bulk Reject selected opens the same red-banner modal
Portfolio KPI review — Step 7 — Month-end Not issued credit note sign-off
Processing a New Booking — Reject/revert mistaken receipts — Confirmation duplicate on Step 5b
Handling a Late Payment — Reject/revert mistaken receipts — Collections duplicate on Step 4b
Cancelling a Booking — Reject/revert mistaken receipts — Settlement duplicate on Step 2a
Managing a Check-in — Reject/revert mistaken receipts — Move-in duplicate on Step 3b
Managing a Check-out — Reject/revert mistaken receipts — Departure duplicate on Step 6b
Entering Monthly Utility Bills — Reject/revert mistaken receipts — Overage duplicate on Step 4b
Portfolio KPI review — Reject/revert mistaken receipts — Month-end duplicate cleanup on Step 7
Notification triage — Reject/revert mistaken receipts — Duplicate Payment received alert row-click (Step 4)
Manual block hygiene — Reject/revert mistaken receipts — Repricing duplicate during Step 5
Onboarding a New Property — Reject/revert mistaken receipts — First confirmation duplicate after go-live
Using in-app support — Reject/revert mistaken receipts — Self-serve before filing tickets
Resetting a Management User Password — Reject/revert mistaken receipts — Lockout-delayed duplicate discovery after Step 3
Finance — Issuing credit notes (integrated invoicing) — Not issued credit note filter and bulk Issue credit notes (N)
Finance — Reject/revert mistaken receipts — Bulk Reject selected opens the same red-banner modal
Bookings — Row actions on in-payment rows — Per-row Reject payment / Revert payment modals
Bookings — Reject/revert mistaken receipts — Booking Transactions duplicate cleanup
Settings > Invoicing — Hostkit invoice series — FR series before Issue credit notes batches
Settings > Integrations — Hostkit API pacing — Rate limits on Issue credit notes like Issue allocation
Notifications — Reject/revert mistaken receipts — Duplicate Payment received alert row-click
Dashboard — Reject/revert mistaken receipts — Total Debt inflated until Revert on approved duplicates
Analytics — Reject/revert mistaken receipts — Revenue charts lag until credit-note queue clears
Tenants — Reject/revert mistaken receipts — With Debt segmentation after invoiced Revert
Sales — Reject/revert mistaken receipts — Channel booking duplicate transfers
Listings — Reject/revert mistaken receipts — Unit sidebar debt after duplicate cleanup
Utilities — Reject/revert mistaken receipts — Overage receipt Reject / Revert modals
Operations — Reject/revert mistaken receipts — Turnover prep duplicate transfers
Inbox — Reject/revert mistaken receipts — Tenant insists they paid once — Revert duplicate
AI Chat — Reject/revert mistaken receipts — Assistant cites Not issued credit note queue
Audit — Reject/revert mistaken receipts — Discounts export after invoiced receipt cleanup
Legacy /properties URLs — Reject/revert mistaken receipts — Redirected-property bookings with invoiced duplicates
Booking engine details — Reject/revert mistaken receipts — White-label confirmation duplicate transfers

Symptom	Likely cause	Fix
Red banner on Reject payment	Charge may already be invoiced	Confirm duplicate is wrong — then Not issued credit note → Issue credit notes (N)
Blue info on Revert payment	Approved receipt tied to exported invoice	Same Finance → Transactions queue
Banner but no reversal rows	Filter wrong or batch already Issued	Toggle Not issued credit note / Issued credit note pills; refresh ledger
Issue credit notes batch Pending	Hostkit rate limit	FAQ — Bulk Hostkit invoicing slow — same pacing as Issue allocation
Confused with invoiced floor block	Rent edit — not receipt cleanup	Invoiced floor (rent) hub · Rent reduction after invoicing hub

Reject/revert mistaken receipts

Pair with other FAQ hub sections

Receipt disputes pair with Credit note warning (reject/revert) hub (red/blue modal banners and Not issued credit note queue), Processing a New Booking hub (duplicate confirmation transfers on Step 5b — finance-transactions-bulk-reject-selected-bar.png), Managing a Check-in hub (duplicate move-in transfers on Step 3b — finance-transactions-bulk-reject-selected-bar.png), Managing a Check-out hub (duplicate departure transfers on Step 6b — finance-transactions-bulk-reject-selected-bar.png), Handling a Late Payment hub (duplicate collections transfers on Step 4b — finance-transactions-bulk-reject-selected-bar.png), Cancelling a Booking hub (duplicate settlement transfers on Step 2a — finance-transactions-bulk-reject-selected-bar.png), Entering Monthly Utility Bills hub (duplicate overage transfers on Step 4b — finance-transactions-bulk-reject-selected-bar.png), Finance debt receivables triage hub (re-check Top debtors / Dashboard Total Debt after Revert — not collections on phantom duplicates), Pending manual receipt approval hub (amber Pending chip — approve legitimate rows before Revert; finance-transactions-pending-approve-flow.mp4), Payments & Finance, and What happens when I reject or revert an incoming payment?. Hub parity: Common Workflows — Reject/revert mistaken receipts · Glossary — Reject/revert mistaken receipts hub · Glossary — Credit note warning (reject/revert) hub · Check-out ledger cleanup before refund. Full pairing matrix: FAQ section cross-reference.

Common Workflows — Reject/revert mistaken receipts — Hub matrix: Reject vs Revert vs Delete payment vs Issue credit notes (bookings-detail-transactions-reject-modal-credit-note-banner.png, bookings-payment-row-actions-flow.mp4)
Glossary — Reject/revert mistaken receipts hub — Surface table + per-guide/module mesh reciprocal hub
FAQ — Reject or revert an incoming payment — Decision table and modal screenshots (finance-transactions-bulk-reject-selected-bar.png)
Payment Allocation — Correcting mistaken receipts — Two-layer model, modal copy, and credit note accounting follow-up
Finance — Row actions on in-payment rows — Bulk Reject selected on Finance → Transactions
Finance — Issuing credit notes (integrated invoicing) — Not issued credit note filter and Issue credit notes after reject/revert on invoiced charges
Bookings — Row actions on in-payment rows — Per-row Reject payment and Revert payment on booking Transactions
FAQ — Manual receipt still pending — Approve legitimate receipts before you Revert an approved duplicate
Common Workflows — Pending manual receipt approval — Amber Pending chip before month-end Reject selected (finance-transactions-pending-pill.png, finance-transactions-pending-approve-flow.mp4)
Glossary — Pending manual in-payment (Finance) — Definition and Manual Payments KPI caveat
FAQ — Finance debt receivables triage hub — Re-open Debt Aging after Revert when Total Debt looked inflated by duplicates
Notification triage — Reject/revert mistaken receipts — Duplicate Payment received alert row-click (Step 4)
Manual block hygiene — Reject/revert mistaken receipts — Repricing duplicate during Step 5
Onboarding a New Property — Reject/revert mistaken receipts — First confirmation duplicate after go-live
Using in-app support — Reject/revert mistaken receipts — Self-serve duplicate-transfer triage before filing tickets
Resetting a Management User Password — Reject/revert mistaken receipts — Lockout-delayed duplicate discovery after Step 3
Processing a New Booking — Reject/revert mistaken receipts — Upstream confirmation duplicate on Step 5b
Managing a Check-in — Reject/revert mistaken receipts — Move-in duplicate shows phantom In Debt at Step 1
Managing a Check-out — Reject/revert mistaken receipts — Departure-week duplicate — Revert before Ready To Refund
Handling a Late Payment — Reject/revert mistaken receipts — Canonical Step 4b Reject selected / Revert on collections duplicates
Cancelling a Booking — Reject/revert mistaken receipts — Settlement duplicate on Step 2a — not collections mesh
Entering Monthly Utility Bills — Reject/revert mistaken receipts — Overage duplicate mistaken for unpaid utility at Step 1
Portfolio KPI review — Reject/revert mistaken receipts — Month-end Revert during Step 7 sign-off
Common Workflows — Bulk Hostkit invoicing — Issue credit notes Hostkit pacing after invoiced Reject / Revert (finance-transactions-bulk-selection-bar.png)
Glossary — Credit note (payment reject/revert) — Modal banners and Not issued credit note queue vocabulary
Common Workflows — Check-out ledger cleanup before refund — Departure-week duplicate transfers before refund (bookings-detail-transactions-revert-modal-info-banner.png)
Notification triage — Check-out ledger cleanup before refund — Duplicate Pending manual in-payment alert row-click (Step 4)
Onboarding a New Property — Check-out ledger cleanup before refund — Duplicate departure transfer on first go-live booking (Step 7)
Cancelling a Booking — Check-out ledger cleanup before refund — Duplicate settlement transfer during Step 2 (tenant paid once)
Manual block hygiene — Check-out ledger cleanup before refund — Phantom duplicate In Debt after Step 5 hold cleanup
Using in-app support — Check-out ledger cleanup before refund — Self-serve duplicate-transfer triage before filing tickets
Resetting a Management User Password — Check-out ledger cleanup before refund — Lockout-delayed duplicate discovery after Step 3
Processing a New Booking — Check-out ledger cleanup before refund — Duplicate confirmation transfer during Step 5b / Step 6b
Managing a Check-in — Check-out ledger cleanup before refund — Duplicate move-in payment after Step 4 shows phantom In Debt
Managing a Check-out — Check-out ledger cleanup before refund — Canonical Step 6 / Step 6b duplicate cleanup before Step 5 refund
Handling a Late Payment — Check-out ledger cleanup before refund — Tenant paid once — Revert duplicate, not Step 3 collections
Entering Monthly Utility Bills — Check-out ledger cleanup before refund — Duplicate overage transfer on Step 4 mistaken for unpaid utility
Portfolio KPI review — Check-out ledger cleanup before refund — Month-end duplicate cleanup sign-off on Step 7
Managing a Check-out — Step 6 — Settlement verification before Ready To Refund
Handling a Late Payment — Step 1 — Collections only after ledger cleanup
Finance — Reject/revert mistaken receipts — Transactions bulk Reject selected and Not issued credit note queue
Bookings — Reject/revert mistaken receipts — Per-row Reject payment / Revert payment on booking Transactions
Dashboard — Reject/revert mistaken receipts — Total debt after duplicate cleanup on Finance Transactions
Analytics — Reject/revert mistaken receipts — Revenue inflated by duplicate receipts before cleanup
Notifications — Reject/revert mistaken receipts — Payment alerts triggered by duplicate receipts after Approve
Operations — Reject/revert mistaken receipts — Duplicate receipts blocking check-out settlement or deposit release
Utilities — Reject/revert mistaken receipts — Duplicate overage receipts after Approve
Sales — Reject/revert mistaken receipts — Duplicate channel receipts inflated occupancy-linked debt
Tenants — Reject/revert mistaken receipts — Mistaken receipts on a tenant's linked bookings
Listings — Reject/revert mistaken receipts — Duplicate receipts on listing bookings after Approve
Inbox — Reject/revert mistaken receipts — Confirm payment status to tenant only after ledger cleanup
AI Chat — Reject/revert mistaken receipts — Assistant debt totals included duplicate receipts before cleanup
Audit — Reject/revert mistaken receipts — Duplicate receipts skew Discounts or debt exports
Legacy /properties URLs — Reject/revert mistaken receipts — Duplicate receipts on redirected-property bookings
Booking engine details — Reject/revert mistaken receipts — Engine-sourced bookings needing Reject / Revert

Pair with other FAQ hub sections

Per-tab load failures pair with Directory list load failures hub (whole-module Retry vs tab-scoped recovery), Bookings, Help & Vivin support, and Notifications & alerts (row-click into booking then tab fails). Hub parity: Common Workflows — Booking sidebar tab load failures. Full pairing matrix: FAQ section cross-reference.

Common Workflows — Booking sidebar tab load failures — Hub matrix: tab-scoped Refresh / Retry vs whole-module directory failures (bookings-detail-communication-tab-whatsapp-thread.png, bookings-detail-tickets-tab.png, booking-sidebar-tab-load-failures-recovery-flow.mp4)
Glossary — Booking sidebar tab load failures hub — Surface table + per-guide/module mesh reciprocal hub
FAQ — Communication or Tickets load failure — Symptom table and recovery controls per tab
Glossary — Booking detail sidebar tab load failures — Tab-by-tab error copy and controls
Bookings — Sidebar tab load failures — Module reference for Communication and Tickets recovery
FAQ — Directory list load failures hub — Whole-module Retry / Try again — distinct from one booking tab failing
Common Workflows — Directory list load failures — Decision table: list card vs tab-scoped recovery
Notification triage — Step 4 — Row-click into booking then tab fails
Handling a Late Payment — Step 3 — Communication recovery while chasing balances
Managing a Check-in / Managing a Check-out — Tab recovery during arrival/departure workflows
FAQ — WhatsApp and email per booking — Normal Communication loaded state vs load-error Refresh
Manual block hygiene — Booking sidebar tab load failures — Communication Refresh during hold cleanup (Step 3)
Cancelling a Booking — Booking sidebar tab load failures — Payment Plan when Communication fails (Step 2)
Managing a Check-out — Booking sidebar tab load failures — Departure outreach tab recovery (Step 6)
Onboarding a New Property — Booking sidebar tab load failures — First booking tab Retry on Step 7
Processing a New Booking — Booking sidebar tab load failures — Contract thread Refresh on Step 4
Handling a Late Payment — Booking sidebar tab load failures — Communication Refresh during collections (Step 3)
Managing a Check-in — Booking sidebar tab load failures — Arrival-week tab recovery (Step 4)
Entering Monthly Utility Bills — Booking sidebar tab load failures — Overage dispute thread Refresh (Step 4)
Notification triage — Booking sidebar tab load failures — Row-click then tab fails (Step 4)
Resetting a Management User Password — Booking sidebar tab load failures — Lockout catch-up tab recovery (Step 3)
Using in-app support — Booking sidebar tab load failures — Bookings module defect tickets
Manual block hygiene — Confirmation alert triage — Stale Upcoming alerts after hold cleanup (Step 5)
Cancelling a Booking — Confirmation alert triage — Upcoming payment overdue before void (Step 2)
Managing a Check-out — Confirmation alert triage — Stale Upcoming vs Ongoing departure alerts (Step 6)
Onboarding a New Property — Confirmation alert triage — First confirmation alerts on go-live (Step 7)
Processing a New Booking — Confirmation alert triage — Canonical Booking created / Payment received mesh (Steps 5b / 6)

Walkthrough: tab-scoped Communication Refresh after load failure — Payment Plan stays usable; contrast with Directory list load failures hub whole-module Retry.

Payment alert to receivables triage

Pair with other FAQ hub sections

Ongoing/Ended payment overdue alerts pair with FAQ — Payment alert to receivables triage, Finance debt receivables triage hub, Confirmation alert triage hub (contrast Upcoming vs Ongoing), Pending manual receipt approval hub, and Notifications & alerts. Hub parity: Payment alert to receivables triage hub · Glossary — Payment alert to receivables triage hub · Common Workflows — Payment alert to receivables triage. Full pairing matrix: FAQ section cross-reference.

Glossary — Payment alert to receivables triage hub — Surface table + per-guide/module mesh reciprocal hub

Symptom	Fix
Bulk Mark all as read before opening each row	Notification triage — Step 4 — row-click every payment overdue alert first (`notifications-row-navigate-to-booking-detail.png`)
Payment overdue on `/notifications`	Row-click → Payment Plan on opened booking — then Handling a Late Payment — Step 1 or Top debtors
Pending manual in-payment on alert	Transactions → Approve — not Debt Aging until queue clears — Pending manual receipt approval
Payment received from tenant … still unread	Transactions — confirm ledger → Approve if still pending → Notification triage — Step 5
Total Debt high after alert triage	Amber Pending on Finance → Transactions + Revert duplicate transfers — Finance debt receivables triage hub
Upcoming Booking created / Payment received instead	Confirmation alert triage hub — contrast Upcoming vs Ongoing/Ended payment overdue
Lockout-delayed payment overdue backlog	Resetting a Management User Password — Step 3 → Notification triage — Steps 4–5
Stale alerts after calendar hold cleanup	Manual block hygiene — Step 5 before bulk-clear
Month-end alert batch before KPI sign-off	Portfolio KPI review — Step 7 — triage before Dashboard Total Debt read

Common Workflows — Payment alert to receivables triage — Hub matrix (notifications-row-navigate-to-booking-detail.png, notifications-row-navigation-flow.mp4, finance-overview-debt-aging-walkthrough-flow.mp4)
FAQ — Payment alert to receivables triage — Symptom table before Finance → Overview → Debt Aging
Notification triage — Step 4 — Row-click entry
Manual block hygiene — Payment notification (operator) — Stale alerts after Step 5 hold cleanup
Cancelling a Booking — Payment notification (operator) — Pre-cancel payment overdue on Step 2
Managing a Check-in — Payment notification (operator) — Move-in alerts on Step 3
Managing a Check-out — Payment notification (operator) — Departure-week alerts on Step 6
Entering Monthly Utility Bills — Payment notification (operator) — Utility payment overdue on Step 4
Handling a Late Payment — Payment notification (operator) — payment overdue on Step 1 after alert row-click
Portfolio KPI review — Payment notification (operator) — Month-end alert batch on Step 7
Notification triage — Payment notification (operator) — Payments row-click on Step 4
Onboarding a New Property — Payment notification (operator) — First Payment received on Step 7 go-live
Using in-app support — Payment notification (operator) — Self-serve alert triage before filing
Resetting a Management User Password — Payment notification (operator) — Lockout-delayed payment overdue after Step 3
Bookings — Payment alert to receivables triage — Payment Plan / Transactions on opened booking
Finance — Payment alert to receivables triage — Top debtors when alert batch needs rank
Dashboard — Payment alert to receivables triage — Total Debt KPI after alert row-click
Notifications — Payment alert to receivables triage — Canonical Payments category row-click
Tenants — Payment alert to receivables triage — With Debt cross-check on tenant profile
Operations — Payment alert to receivables triage — Unpaid move-in lines before key handover on Check-in & Check-out
Listings — Payment alert to receivables triage — Property Payments Active portal charges on listing bookings
Utilities — Payment alert to receivables triage — Utility overage lines behind overdue alerts
Sales — Payment alert to receivables triage — Channel-import schedules behind overdue alerts
Analytics — Payment alert to receivables triage — Revenue trend may lag until receivables clear
AI Chat — Payment alert to receivables triage — Validate assistant debt answers after receivables triage
Audit — Payment alert to receivables triage — Discounts review when receivables lag behind goodwill lines
Inbox — Payment alert to receivables triage — payment overdue on General before WhatsApp chase
Legacy /properties URLs — Payment alert to receivables triage — Collections on bookings tied to redirected properties
Booking engine details — Payment alert to receivables triage — Engine-sourced schedules behind overdue alerts

Confirmation alert triage

Pair with other FAQ hub sections

Upcoming confirmation-week alerts pair with FAQ — Confirmation alert triage, Processing a New Booking hub, Payment alert to receivables triage (contrast Upcoming vs Ongoing), Pending manual receipt approval hub, Confirmation to check-in handoff, and Notifications & alerts. Hub parity: Confirmation alert triage hub · Glossary — Confirmation alert triage hub · Common Workflows — Confirmation alert triage. Full pairing matrix: FAQ section cross-reference.

Glossary — Confirmation alert triage hub — Surface table + per-guide/module mesh reciprocal hub

Symptom	Fix
Bulk Mark all as read before opening each row	Notification triage — Step 4 — row-click every Upcoming alert first (`notifications-row-navigate-to-booking-detail.png`)
Payment received but Payment Plan still unpaid	Processing a New Booking — Step 5b — transfer still pending (`bookings-detail-transactions-approve-payment-modal.png`)
Booking created on already-confirmed stay	Processing a New Booking — Step 6 — portal gates; not Managing a Check-in — Step 1 until ~7 days out
Pending manual in-payment on Upcoming import	Pending manual receipt approval hub — Approve before Notification triage — Step 5
Upcoming payment overdue before void	Cancelling a Booking hub — Step 2 — contrast Payment alert to receivables triage
Month-end lingering Pending on confirmation imports	Processing a New Booking — Step 6b during Portfolio KPI review — Step 7
Stale Upcoming after calendar hold cleanup	Manual block hygiene — Step 5 before bulk-clear
Lockout-delayed confirmation backlog	Resetting a Management User Password — Step 3 catch-up mesh

Common Workflows — Confirmation alert triage — Hub matrix (notifications-row-navigate-to-booking-detail.png, bookings-detail-transactions-approve-payment-modal.png, notifications-row-navigation-flow.mp4)
FAQ — Processing a New Booking hub — Steps 5b / 6 confirmation mesh
Notification triage — Step 4 — Row-click entry
Manual block hygiene — Confirmation alert triage — Stale Upcoming alerts after hold cleanup (Step 5)
Cancelling a Booking — Confirmation alert triage — Upcoming payment overdue before void (Step 2)
Managing a Check-out — Confirmation alert triage — Stale Upcoming vs Ongoing departure alerts (Step 6)
Onboarding a New Property — Confirmation alert triage — First confirmation alerts on go-live (Step 7)
Processing a New Booking — Confirmation alert triage — Canonical Booking created / Payment received mesh (Steps 5b / 6)
Handling a Late Payment — Confirmation alert triage — Upcoming payment overdue contrast (Step 1)
Managing a Check-in — Confirmation alert triage — Stale Upcoming before key handover (Step 4)
Entering Monthly Utility Bills — Confirmation alert triage — Month-end confirmation Pending mesh
Notification triage — Confirmation alert triage — Canonical row-click path (Steps 4 / 5)
Portfolio KPI review — Confirmation alert triage — Month-end alert cleanup (Step 7)
Resetting a Management User Password — Confirmation alert triage — Lockout catch-up backlog (Step 3)
Using in-app support — Confirmation alert triage — Notifications module defect tickets
Bookings — Confirmation alert triage — Transactions / Contract Info on Upcoming imports
Finance — Confirmation alert triage — Transactions amber Pending before Overview KPI refresh
Dashboard — Confirmation alert triage — Post-login Upcoming alert backlog on bell
Notifications — Confirmation alert triage — Canonical /notifications row-click
Tenants — Confirmation alert triage — Tenant Info / Category on confirmation-week clusters
Operations — Confirmation alert triage — Turnover prep after confirmation receipts approved
Listings — Confirmation alert triage — Channel import bookings on go-live properties
Utilities — Confirmation alert triage — First bill cycle after go-live alerts
Sales — Confirmation alert triage — Channel-import Upcoming alerts before Channels linking
Analytics — Confirmation alert triage — Upcoming alerts during month-end KPI review
AI Chat — Confirmation alert triage — Assistant-cited confirmation backlog before bulk mark-read
Audit — Confirmation alert triage — Month-end Discounts review after confirmation receipts approved
Inbox — Confirmation alert triage — WhatsApp thread after Payment received row-click
Legacy /properties URLs — Confirmation alert triage — First alerts after legacy redirects land in Listings
Booking engine details — Confirmation alert triage — White-label Upcoming alerts before payload sync

Invoiced floor (rent)

Pair with other FAQ hub sections

Invoiced-floor blocks pair with Rent reduction after invoicing hub (workflow mesh), Bulk Hostkit invoicing hub (Issue credit notes Hostkit pacing after external rent relief), Month-end invoicing (fixed date) hub (fixed Invoice date before first Issue allocation), Credit note warning (reject/revert) hub (receipt cleanup — distinct from rent edit blocks), Bookings, Payments & Finance, and Lower rent below invoiced. Hub parity: Glossary — Invoiced floor (rent) hub · Common Workflows — Rent reduction after invoicing. Full pairing matrix: FAQ section cross-reference.

Glossary — Invoiced floor (rent) hub — Surface table + per-guide/module mesh reciprocal hub
Common Workflows — Rent reduction after invoicing — Workflow hub: external relief → Issue credit notes (bookings-rent-reduction-invoiced-floor-flow.mp4)
FAQ — Lower rent below invoiced — Change monthly rent clamp vs Edit amount Save block
Glossary — Invoiced floor (rent) — Short definition and accounting alignment rule
Bookings — Changing contract dates and rent — Contract Info → Change monthly rent entry point
Bookings — Contract Values tab — Per-line Edit amount under the same floor
Finance — Invoiced floor and rent edits — Why edits start on the booking, not Transactions
Finance — Issuing credit notes (integrated invoicing) — Not issued credit note filter → Issue credit notes (N)
Glossary — Credit note (payment reject/revert) — External relief when you must reduce below exported rent
Common Workflows — Bulk Hostkit invoicing — Issue credit notes Hostkit pacing (finance-transactions-bulk-selection-bar.png)
Common Workflows — Month-end invoicing (fixed date) — Fixed Invoice date before first Issue allocation
Credit note warning (reject/revert) hub — Modal banners on invoiced Reject / Revert — distinct from rent-floor blocks
Portfolio KPI review — Step 7 — Month-end repricing sign-off

Surface	Modal behaviour	Best for
Contract Info → Change monthly rent	Months below exported totals clamp (blue Already invoiced months banner)	Portfolio-wide repricing (`bookings-detail-change-monthly-rent-modal.png`)
Contract Values → Edit amount	Save disabled when net below invoiced+draft totals	Per-line net edit (`bookings-detail-contract-values-invoiced-floor-edit-amount.png`)
Finance → Transactions Not issued credit note	Bulk Issue credit notes (N) after external rent relief	Post-accounting queue (`finance-transactions-bulk-selection-bar.png`)

Symptom	Likely cause	Fix
Month saves at invoiced amount, not your lower entry	Invoiced floor on exported month	Change monthly rent — other months still save at your amount
Save disabled under New net amount	Net below invoiced+draft on line	External credit notes first
Need goodwill below exported rent	Accounting alignment rule	Issue credit notes outside Vivin — then Issue credit notes (N)
Hostkit batch Pending on Transactions	Hostkit API pacing	Floor unrelated — check booking modals first
Red/blue banner on Reject / Revert	Receipt cleanup — not rent floor	Credit note warning (reject/revert) hub
Repricing after equal-month inference	Fixed rent on variable unit	FAQ — Fixed rent on variable unit

Booking detail — Change monthly rent modal with Already invoiced months info banner

Booking Contract Values — Edit Payment Amount modal with Already invoiced helper and net-below-invoiced validation error

Walkthrough: open Contract Info → Change monthly rent, then Contract Values → Edit amount when Finance already exported rent.

Rent reduction after invoicing

Pair with other FAQ hub sections

Invoiced-floor blocks pair with Bulk Hostkit invoicing hub (Issue credit notes Hostkit pacing after external rent relief — finance-transactions-bulk-selection-bar.png), Month-end invoicing (fixed date) hub (fixed Invoice date before first Issue allocation), Invoiced floor (rent) hub (definition + modal surfaces), Bookings, Payments & Finance (month-end repricing), and Reject/revert mistaken receipts (credit note follow-up on invoiced ledger rows). Hub parity: Glossary — Rent reduction after invoicing hub · Common Workflows — Rent reduction after invoicing · Glossary — Invoiced floor (rent) hub. Full pairing matrix: FAQ section cross-reference.

Symptom	Surface	Fix
Month saves at invoiced amount, not your lower entry	Contract Info → Change monthly rent	Blue Already invoiced months banner — clamped months keep exported totals; other months save at your amount (`bookings-detail-change-monthly-rent-modal.png`)
Save disabled under New net amount	Contract Values → Edit amount	Red inline validation — net would drop below invoiced+draft totals on that line (`bookings-detail-contract-values-invoiced-floor-edit-amount.png`)
Need goodwill discount below exported rent	External accounting	Issue credit notes or manual adjustments — Vivin will not persist lower nets on exported months
Hostkit Not issued credit note after rent relief	External credit note registered in Vivin	Issue credit notes (N) — same pacing as Bulk Hostkit invoicing (`finance-transactions-bulk-selection-bar.png`)
Repricing after equal-month inference on variable unit	Change monthly rent reopen	Same floor applies — pair FAQ — Fixed rent on variable unit
Batch stays Pending on Transactions	Hostkit pacing	Floor unrelated — check booking modals; Refresh Transactions before duplicate Hostkit run
Support ticket cites blocked rent cut below exported month	Self-serve modal check skipped	Using in-app support — Rent reduction after invoicing before New Support Ticket modal
Lockout-delayed month-end repricing on live bookings	Password recovery delayed repricing	Resetting a Management User Password — Step 3 → Contract Info → Change monthly rent (`bookings-rent-reduction-invoiced-floor-flow.mp4`)

Common Workflows — Rent reduction after invoicing — Hub matrix: symptom table + invoiced-floor modals (bookings-detail-change-monthly-rent-modal.png, bookings-detail-contract-values-invoiced-floor-edit-amount.png, bookings-rent-reduction-invoiced-floor-flow.mp4)
Glossary — Rent reduction after invoicing hub — Surface table + per-guide/module mesh reciprocal hub
Glossary — Rent reduction after invoicing — Short definition and visual quick-reference row
Processing a New Booking — Rent reduction after invoicing — Confirmation month already invoiced on Step 3
Handling a Late Payment — Rent reduction after invoicing — Collections goodwill after Step 4
Portfolio KPI review — Rent reduction after invoicing — Step 7 month-end repricing mesh
Cancelling a Booking — Rent reduction after invoicing — Settlement Step 2b mesh
Onboarding a New Property — Rent reduction after invoicing — First month-end on new inventory
Managing a Check-in — Rent reduction after invoicing — Pre-move-in goodwill
Managing a Check-out — Rent reduction after invoicing — Departure-week goodwill
Notification triage — Rent reduction after invoicing — Row-click to invoiced booking before month-end repricing on Step 4
Entering Monthly Utility Bills — Rent reduction after invoicing — Rent + overage month already exported on Step 5
Manual block hygiene — Rent reduction after invoicing — Repricing after hold cleanup on Step 5
Using in-app support — Rent reduction after invoicing — Self-serve Change monthly rent before filing
Resetting a Management User Password — Rent reduction after invoicing — Lockout-delayed month-end repricing after Step 3
FAQ — Lower rent below invoiced — Change monthly rent clamp vs Contract Values → Edit amount Save block
Glossary — Invoiced floor (rent) hub — Definition, surface table, and per-guide/module mesh
FAQ — Invoiced floor (rent) hub — Symptom table reciprocal hub
Bookings — Changing contract dates and rent — Contract Info repricing entry point
Bookings — Rent reduction after invoicing — Contract Info and Contract Values modals
Contract Values tab — Per-line Edit amount under the same floor
Finance — Invoiced floor and rent edits — Why edits start on the booking, not Transactions
Finance — Rent reduction after invoicing — Issue credit notes after external relief
Finance — Issuing credit notes (integrated invoicing) — Not issued credit note filter → Issue credit notes (N)
Glossary — Credit note (payment reject/revert) — External relief when you must reduce below exported rent
Common Workflows — Bulk Hostkit invoicing — Issue credit notes Hostkit pacing after rent relief (finance-transactions-bulk-selection-bar.png)
Common Workflows — Month-end invoicing (fixed date) — Fixed Invoice date before first Issue allocation when repricing follows export
FAQ — Bulk Hostkit invoicing slow — HTTP 429 pacing on Issue allocation and Issue credit notes
FAQ — Fixed rent on variable unit — Equal-month inference before reopening Change monthly rent
Portfolio KPI review — Step 7 — Month-end repricing sign-off
Dashboard — Rent reduction after invoicing — Total Debt after goodwill repricing
Analytics — Rent reduction after invoicing — KPI review before Step 7 repricing
Notifications — Rent reduction after invoicing — Row-click to invoiced booking before repricing
Operations — Rent reduction after invoicing — Turnover-week goodwill mesh
Utilities — Rent reduction after invoicing — Rent + overage month already exported
Sales — Rent reduction after invoicing — Multicalendar vs fiscal repricing timing
Tenants — Rent reduction after invoicing — Linked bookings goodwill repricing
Listings — Rent reduction after invoicing — First month-end on new inventory

Booking detail — Change monthly rent modal with Already invoiced months info banner

Booking Contract Values — Edit Payment Amount modal with Already invoiced helper and net-below-invoiced validation error

Walkthrough: open Contract Info → Change monthly rent, then Contract Values → Edit amount when Finance already exported rent.

Directory list load failures

Pair with other FAQ hub sections

Directory load failures pair with Booking sidebar tab load failures hub (tab-scoped Refresh / Retry inside one booking), Glossary — Directory list load failures hub, Help & Vivin support, Navigation & shortcuts, and Bookings. Hub parity: Common Workflows — Directory list load failures. Full pairing matrix: FAQ section cross-reference.

Common Workflows — Directory list load failures — Hub matrix: first-fetch Retry vs empty filter state (notifications-module-load-failure.png, audit-manual-blocks-load-failure.png, dashboard-partial-data-load-failure.png, analytics-kpi-load-failure.png, directory-list-load-failures-recovery-flow.mp4)
FAQ — Directory list load failures — Symptom table and module surface list
Glossary — Directory list load failures hub — Surface table + per-guide/module mesh reciprocal hub
Glossary — Directory list load failures — Whole-module vs booking-sidebar tab recovery
FAQ — Booking sidebar tab load failures hub — Tab-scoped Refresh / Retry inside one booking
Common Workflows — Booking sidebar tab load failures — Decision table vs Directory list load failures
Dashboard — Partial data load failures — Post-login / banner Retry
Analytics — Layout and controls — We couldn't load your portfolio KPIs + Try again
Using in-app support — Inbox load failures — /settings/support same data layer as drawer
Glossary — Settings and profile load failures — Account Settings tab-scoped patterns
Manual block hygiene — Directory list load failures — Audit → Manual Blocks Retry before row scan (Step 1)
Cancelling a Booking — Directory list load failures — Whole-module Bookings Retry before cancel execution (Step 4)
Managing a Check-out — Directory list load failures — Departure-week directory Retry on Step 1
Onboarding a New Property — Directory list load failures — Listings portfolio Retry on Step 7 go-live verify
Processing a New Booking — Directory list load failures — Bookings / /notifications Retry before import triage (Step 1)
Entering Monthly Utility Bills — Directory list load failures — Utilities tab Retry on bill entry (Step 2)
Handling a Late Payment — Directory list load failures — Receivables directory Retry on collections triage (Step 1)
Managing a Check-in — Directory list load failures — Check-in & Check-out Retry on arrival-week planning (Step 1)
Notification triage — Directory list load failures — /notifications Try again before alert row-click (Step 2)
Resetting a Management User Password — Directory list load failures — Directory Retry after lockout catch-up (Step 3)
Using in-app support — Directory list load failures — Support inbox Retry before filing tickets
Portfolio KPI review — Directory list load failures — Month-end KPI sign-off when directories fail (Step 7)

Walkthrough: whole-module Bookings list Retry vs tab-scoped Communication Refresh while Payment Plan still loads.

Fixed invoice date reminder

Pair with other FAQ hub sections

Amber banner surfaces pair with Month-end invoicing (fixed date) hub (save fixed Invoice date → bulk export → reset toggle), Bulk Hostkit invoicing hub (same toolbar beside Issue allocation), Hostkit hub, Payments & Finance, and Portfolio KPI review — Step 7. Hub parity: Glossary — Fixed invoice date reminder hub · Common Workflows — Month-end invoicing (fixed date). Full pairing matrix: FAQ section cross-reference.

Glossary — Fixed invoice date reminder hub — Surface table + per-guide/module mesh reciprocal hub
Glossary — Fixed invoice date reminder — Short definition and visual quick-reference row
Glossary — Fixed invoice date — Account-wide calendar date while Use today is off
Invoicing — Default invoice date — Toggle + date picker before banners appear
Finance — Working with a fixed invoice date in Finance — Six-step operator habit on Transactions
Month-end invoicing (fixed date) hub — Workflow mesh + toggle reset after batch
Bulk Hostkit invoicing hub — Issue allocation pacing on the same amber toolbar
Hostkit hub — Listing keys + FR series before first export

Surface	Banner layout	Best for
Finance → Transactions inline strip	Full-width above search	Confirm saved date before filtering (`finance-transactions-fixed-invoice-date-banner.png`)
Finance → Transactions bulk toolbar	Compact beside Issue allocation	Month-end bulk export (`finance-transactions-bulk-toolbar-fixed-invoice-date-banner.png`)
Transaction detail sidebar	Compact above allocations	Single-row Invoice selected (`finance-transaction-detail-fixed-invoice-date-banner.png`)
Settings → Invoicing	Toggle off + date picker	Source of truth — no banner until saved (`settings-invoicing-invoice-date-toggle.png`)

Symptom	Likely cause	Fix
No amber banner on Transactions	Use today still on or date unsaved	Save fixed date in Invoicing, reload Transactions
Banner shows wrong date	Stale session	Re-save Invoice date in Invoicing, hard-refresh Transactions
Bulk toolbar banner missing	No allocatable rows selected	Tick rows with Pending / Failed invoicing
Issued invoices show wrong document date	Fixed date still active after batch	Month-end invoicing (fixed date) hub — turn Use today back on
Bulk Pending with banner visible	Hostkit API pacing	Bulk Hostkit invoicing hub — not a banner bug

Month-end invoicing (fixed date)

Pair with other FAQ hub sections

Fixed document-date batches pair with Fixed invoice date reminder hub (amber banner surfaces on Finance → Transactions), Bulk Hostkit invoicing hub (same Transactions bulk toolbar + Hostkit pacing), Payments & Finance, and month-end Portfolio KPI review — Step 7. Hub parity: Glossary — Month-end invoicing (fixed date) hub · Common Workflows — Month-end invoicing (fixed date) · Glossary — Fixed invoice date reminder hub. Full pairing matrix: FAQ section cross-reference.

| Symptom | Fix | | -------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Wrong document date on issued invoices | Turn Use today as invoice date back on after batch — Invoicing — Default invoice date (finance-transactions-bulk-toolbar-fixed-invoice-date-banner.png) | | No amber banner on Transactions | Save fixed date with toggle off, reload Transactions (finance-transactions-fixed-invoice-date-banner.png) | | Bulk Pending for minutes | Hostkit pacing — not a date issue; see Bulk Hostkit invoicing hub (finance-transactions-bulk-selection-bar.png) | | Forgot to reset after month-end | Turn Use today as invoice date back on in Settings → Invoicing — next day's invoices otherwise use the saved fixed date (settings-invoicing-invoice-date-toggle.png) | | Month-end export blocked by Pending mesh | Confirmation or duplicate transfers still pending | Pending manual receipt approval — finish Pending mesh on workflow Step 6b before Issue allocation | | Lockout-delayed month-end export backlog | Password recovery delayed bulk export | Resetting a Management User Password — Step 3 → save fixed date → Finance → Transactions bulk toolbar | | Support ticket cites wrong document date | Self-serve toggle check skipped | Using in-app support — Month-end invoicing (fixed date) before New Support Ticket modal |

Common Workflows — Month-end invoicing (fixed date) — Hub matrix (settings-invoicing-invoice-date-toggle.png, finance-transactions-fixed-invoice-date-banner.png, finance-transactions-bulk-toolbar-fixed-invoice-date-banner.png)
Finance — Month-end invoicing (fixed date) — Six-step operator habit on Transactions
Bookings — Month-end invoicing (fixed date) — Payment Plan month-end Pending mesh
Dashboard — Month-end invoicing (fixed date) — Total Debt month-end sign-off
Analytics — Month-end invoicing (fixed date) — KPI review before Step 7 bulk export
Notifications — Month-end invoicing (fixed date) — Alert cleanup before bulk Issue allocation
Operations — Month-end invoicing (fixed date) — Turnover-week receivables mesh
Utilities — Month-end invoicing (fixed date) — Missing data + overage Pending before export
Sales — Month-end invoicing (fixed date) — Multicalendar vs fiscal document date
Tenants — Month-end invoicing (fixed date) — Linked bookings Pending clearance
Listings — Month-end invoicing (fixed date) — First month-end on new inventory
Inbox — Month-end invoicing (fixed date) — Wrong document-date threads
AI Chat — Month-end invoicing (fixed date) — Assistant-cited month-end habit
Audit — Month-end invoicing (fixed date) — Discounts review before batch
Legacy /properties URLs — Month-end invoicing (fixed date) — Legacy bookmarks before export
Booking engine details — Month-end invoicing (fixed date) — Engine-sourced bulk export rows
Invoicing — Default invoice date — Toggle + date picker in Settings → Invoicing
Common Workflows — Bulk Hostkit invoicing — Issue allocation pacing after fixed date is set
FAQ — Bulk Hostkit invoicing slow — HTTP 429 when batch is slow, not wrong date
Portfolio KPI review — Step 7 — Month-end sign-off
Notification triage — Month-end invoicing (fixed date) — Alert cleanup before bulk Issue allocation (Step 5)
Entering Monthly Utility Bills — Month-end invoicing (fixed date) — Finish Missing data + overage Pending before bulk export (Steps 4b–5)
Manual block hygiene — Month-end invoicing (fixed date) — Clear stale holds before Issue allocation unmasks receivables (Step 5)
Using in-app support — Month-end invoicing (fixed date) — Self-serve toggle check before filing tickets
Resetting a Management User Password — Month-end invoicing (fixed date) — Lockout-delayed month-end export after Step 3
Managing a Check-in — Month-end invoicing (fixed date) — Move-in Pending mesh before bulk Issue allocation (Step 6b)
Managing a Check-out — Month-end invoicing (fixed date) — Departure-week Pending mesh before bulk export (Step 6b)
Onboarding a New Property — Month-end invoicing (fixed date) — First month-end Issue allocation after go-live
Cancelling a Booking — Month-end invoicing (fixed date) — Settlement bulk export on Step 6b
Processing a New Booking — Month-end invoicing (fixed date) — First-month bulk export after confirmation mesh (Step 6b)
Handling a Late Payment — Month-end invoicing (fixed date) — Collections month-end mesh before bulk export (Step 6b)
Portfolio KPI review — Month-end invoicing (fixed date) — Step 7 month-end export mesh
Glossary — Month-end invoicing (fixed date) hub — Surface table + per-guide/module mesh reciprocal hub
Glossary — Month-end invoicing (fixed date) — Short definition and visual quick-reference row
Glossary — Fixed invoice date reminder hub — Amber banner surfaces reciprocal hub
FAQ — Fixed invoice date reminder hub — Banner symptom table + per-guide mesh

Account Settings — Invoicing section with Use today as invoice date off and Invoice date picker visible

Hostkit

Pair with other FAQ hub sections

Hostkit setup pairs with Bulk Hostkit invoicing hub (month-end Issue allocation pacing), Month-end invoicing (fixed date) hub (fixed Invoice date before bulk export), Credit note warning (reject/revert) hub (Not issued credit note queue after invoiced Reject / Revert), Payments & Finance, and Integrations & Distribution. Hub parity: Glossary — Hostkit hub · Common Workflows — Bulk Hostkit invoicing. Full pairing matrix: FAQ section cross-reference.

Glossary — Hostkit hub — Surface table + per-guide/module mesh reciprocal hub
Glossary — Hostkit — Short definition and {series}/{id} document identity
Integrations — Hostkit API pacing — Add provider, Listing keys modal, rate limits
Settings > Invoicing — Hostkit invoice series — Required FR code before Issue allocation
Finance — Hostkit invoice links — see invoice on allocation rows
Finance — Invoice automation — Bulk Issue allocation / Invoice selected
Finance — Issuing credit notes (integrated invoicing) — Not issued credit note → Issue credit notes (N)
Common Workflows — Bulk Hostkit invoicing — Hub matrix for month-end pacing (finance-transactions-bulk-selection-bar.png)
FAQ — Bulk Hostkit invoicing slow — HTTP 429 pacing symptom table
FAQ — Bulk Hostkit invoicing hub — Symptom table reciprocal hub for bulk export
Portfolio KPI review — Step 7 — Month-end sign-off after bulk Issue allocation

Surface	Setup / retrieval behaviour	Best for
Integrations → Hostkit → Listing keys	Server search + ~20-row infinite scroll; per-row Save	Per-listing API keys before first export
Invoicing → Hostkit invoice series	Required FR code from Hostkit Faturação → Séries	Account-wide series before document create
Finance → Transactions bulk toolbar	Issue allocation / Invoice selected; Issue credit notes (N)	Month-end export (`finance-transactions-bulk-selection-bar.png`)
Finance → Transactions allocation row	see invoice opens Hostkit permalink	Post-export PDF retrieval
Booking → Files tab	Invoice_ PDF tiles	Tenant-facing document copy

Symptom	Likely cause	Fix
Hostkit invoice series is not configured toast	Blank FR series	Save exact series — `settings-invoicing-hostkit-series.png`
Rows stay Failed after refresh	Missing Listing keys	Integrations → Hostkit → Listing keys — search unit, paste key, Save
see invoice disabled or 404	Series typo or wrong `{series}/{id}`	Match Invoicing series to live Hostkit FR code
Batch stays Pending for minutes	Hostkit API pacing	Bulk Hostkit invoicing hub — refresh Transactions before re-issue
Not issued credit note after Reject / Revert	Invoiced charge reversed in Vivin	Issue credit notes (N) — same Hostkit pacing
Wrong document date on issued invoices	Fixed Invoice date still active	Month-end invoicing (fixed date) hub

Account Settings Invoicing — Hostkit invoice series (FR) field

Finance Transactions — bulk selection bar with Issue allocation and Invoice selected actions

Bulk Hostkit invoicing

Pair with other FAQ hub sections

Bulk Hostkit pacing pairs with Hostkit hub (setup surfaces + Listing keys / FR series), Glossary — Hostkit hub, Month-end invoicing (fixed date) hub (fixed Invoice date before bulk export — finance-transactions-bulk-toolbar-fixed-invoice-date-banner.png), Rent reduction after invoicing hub (invoiced floor → external credit notes → Issue credit notes — bookings-rent-reduction-invoiced-floor-flow.mp4), Reject/revert mistaken receipts hub (Not issued credit note queue after month-end Reject / Revert), Payments & Finance, Integrations & Distribution, and month-end Portfolio KPI review — Step 7. Hub parity: Glossary — Bulk Hostkit invoicing hub · Common Workflows — Bulk Hostkit invoicing. Full pairing matrix: FAQ section cross-reference.

| Symptom | Fix | | -------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Rows stay Pending / Failed for several minutes | Hostkit rate limit — Vivin paces per listing key — leave batch running; refresh Transactions before duplicate Issue allocation (finance-transactions-bulk-selection-bar.png) | | Same rows still Failed after refresh | Missing Listing keys or blank Hostkit invoice series — Integrations — Hostkit + Invoicing — Hostkit series (settings-invoicing-hostkit-series.png) | | Hostkit invoice series is not configured toast | Series field empty on account | Save the exact FR code from Hostkit Faturação → Séries | | Wrong document date on issued invoices | Fixed Invoice date still active | Month-end invoicing hub — turn Use today back on after batch (finance-transactions-bulk-toolbar-fixed-invoice-date-banner.png) | | Not issued credit note queue after Reject / Revert | Invoiced charge reversed in Vivin | Issue credit notes (N) — same Hostkit pacing as Issue allocation — Reject/revert mistaken receipts | | Change monthly rent clamped below exported total | Invoiced floor — not Hostkit slowness | Rent reduction after invoicing — external credit note first (bookings-rent-reduction-invoiced-floor-flow.mp4) | | Month-end export blocked by Pending receipts | Duplicate or confirmation transfers still pending | Pending manual receipt approval — finish Pending mesh on workflow Step 6b before Issue allocation | | Support ticket cites slow Hostkit batch | Self-serve pacing before escalation | FAQ — Bulk Hostkit invoicing slow — Using in-app support — New Support Ticket modal only after refresh + series/keys check | | Lockout-delayed month-end Issue allocation backlog | Password recovery delayed bulk export | Resetting a Management User Password — Step 3 → Finance → Transactions bulk toolbar |

Common Workflows — Bulk Hostkit invoicing — Hub matrix: symptom table + bulk Transactions toolbar (finance-transactions-bulk-selection-bar.png, finance-transactions-bulk-toolbar-fixed-invoice-date-banner.png, settings-invoicing-hostkit-series.png)
Notification triage — Bulk Hostkit invoicing — Alert cleanup before bulk Issue allocation (Step 5)
Entering Monthly Utility Bills — Bulk Hostkit invoicing — Finish Missing data + overage Pending before bulk export (Steps 4b–5)
Manual block hygiene — Bulk Hostkit invoicing — Clear stale holds before Issue allocation unmasks receivables (Step 5)
Using in-app support — Bulk Hostkit invoicing — Self-serve Hostkit pacing before filing tickets
Resetting a Management User Password — Bulk Hostkit invoicing — Lockout-delayed month-end Issue allocation after Step 3
Managing a Check-in — Bulk Hostkit invoicing — Move-in Pending mesh before bulk Issue allocation (Step 6b)
Managing a Check-out — Bulk Hostkit invoicing — Departure-week Pending mesh before bulk export (Step 6b)
Onboarding a New Property — Bulk Hostkit invoicing — First month-end Issue allocation after go-live
Cancelling a Booking — Bulk Hostkit invoicing — Settlement bulk export on Step 6b
Processing a New Booking — Bulk Hostkit invoicing — First-month Issue allocation after confirmation mesh (Step 6b)
Handling a Late Payment — Bulk Hostkit invoicing — Collections month-end mesh before bulk export (Step 6b)
Portfolio KPI review — Bulk Hostkit invoicing — Step 7 month-end export mesh
Finance module — Bulk Hostkit invoicing — Transactions toolbar reference
FAQ — Bulk Hostkit invoicing slow — Hostkit HTTP 429 pacing and refresh-before-reissue habit
Glossary — Hostkit hub — Surface table + per-guide/module mesh reciprocal hub
Glossary — Hostkit — Short definition and {series}/{id} identity
FAQ — Hostkit hub — Symptom table reciprocal hub
Integrations — Hostkit API pacing — Listing keys modal and rate limits
Settings > Invoicing — Hostkit invoice series — Required FR code before Issue allocation
Finance — Invoice automation — Bulk Issue allocation / Invoice selected on Transactions
Common Workflows — Month-end invoicing (fixed date) — Hub matrix for fixed document date + bulk toolbar (settings-invoicing-invoice-date-toggle.png, finance-transactions-fixed-invoice-date-banner.png)
Invoicing — Default invoice date — Fixed month-end document date + amber toolbar banner
Common Workflows — Rent reduction after invoicing — Invoiced floor when repricing after bulk export (bookings-detail-change-monthly-rent-modal.png, bookings-rent-reduction-invoiced-floor-flow.mp4)
FAQ — Lower rent below invoiced — Change monthly rent clamp vs Issue credit notes
Portfolio KPI review — Step 7 — Month-end invoicing sign-off
Finance — Bulk Hostkit invoicing — Transactions toolbar reference
Bookings — Bulk Hostkit invoicing — Booking-sidebar repricing + Files invoice tiles
Dashboard — Bulk Hostkit invoicing — Total Debt after bulk Issue allocation
Analytics — Bulk Hostkit invoicing — KPI review before Step 7 bulk export
Notifications — Bulk Hostkit invoicing — Alert cleanup before bulk Issue allocation
Operations — Bulk Hostkit invoicing — Turnover-week receivables mesh
Utilities — Bulk Hostkit invoicing — Missing data + overage Pending before export
Sales — Bulk Hostkit invoicing — Multicalendar vs fiscal bulk export
Tenants — Bulk Hostkit invoicing — Linked bookings Pending clearance
Listings — Bulk Hostkit invoicing — First month-end on new inventory
Inbox — Bulk Hostkit invoicing — Cross-booking Hostkit pacing threads
AI Chat — Bulk Hostkit invoicing — Assistant-cited bulk export habit
Audit — Bulk Hostkit invoicing — Discounts review before batch
Legacy /properties URLs — Bulk Hostkit invoicing — Legacy bookmarks before export
Booking engine details — Bulk Hostkit invoicing — Engine-sourced bulk export rows
Glossary — Hostkit hub — Setup surfaces + reciprocal hub
Glossary — Bulk Hostkit invoicing hub — Surface table + per-guide/module mesh reciprocal hub
Glossary — Bulk Hostkit invoicing — Short definition and visual quick-reference row

Finance Transactions — bulk selection bar with Issue allocation and Invoice selected actions

Account Settings Invoicing — Hostkit invoice series (FR) field

Pair with other FAQ hub sections

Row-click navigation pairs with WhatsApp per-booking messaging hub (message alerts → Inbox / Communication), Notifications & alerts, Bookings (sidebar opened from alerts), and Payments & Finance (payment overdue → Transactions). Hub parity: Notification row-click navigation hub · Glossary — Notification row navigation hub · Common Workflows — Notification row-click navigation. Full pairing matrix: FAQ section cross-reference.

Glossary — Notification row navigation hub — Surface table + per-guide/module mesh reciprocal hub
Common Workflows — Notification row-click navigation — Hub matrix: /notifications vs Dashboard bell; symptom table for alert-driven approval (notifications-module-row-click-target.png, notifications-row-navigate-to-booking-detail.png, notifications-row-navigation-flow.mp4)
FAQ — Notification row-click navigation — Target field order (link → bookingId → tenantId → listingId → propertyId)
FAQ — Pending manual in-payment on /notifications — Why alerts persist until ledger approval
Glossary — Notification row navigation — Bell General rows stay in-panel
Glossary — Payment notification (operator) — Pending manual in-payment vs Payment overdue vs Payment received
Notification triage — Step 4 — Open related booking before Step 5
Notifications module — Open the related booking — Full /notifications history
Dashboard — Notifications bell (desktop) — Compact recent list vs full page
Handling a Late Payment — Step 1 — Payment overdue alert follow-up
Common Workflows — Pending manual receipt approval — Pending manual in-payment alert → booking Transactions (finance-transactions-pending-pill.png)
Common Workflows — Finance debt receivables triage — Total Debt lag until approval
Common Workflows — WhatsApp per-booking messaging — New WhatsApp message from … alerts → bell Inbox or Communication (bookings-detail-communication-tab-whatsapp-thread.png, inbox-module-triage-flow.mp4)
FAQ — WhatsApp and email per booking — Surface comparison when row-click lands on booking without link
Deep Links — Notifications — Bookmark /notifications on mobile
Processing a New Booking — Notification row-click navigation — Booking created / Payment received on Step 6
Cancelling a Booking — Notification row-click navigation — Pre-cancel payment overdue on Step 2
Managing a Check-in — Notification row-click navigation — Move-in alerts on Step 3
Managing a Check-out — Notification row-click navigation — Departure-week alerts on Step 6
Entering Monthly Utility Bills — Notification row-click navigation — Utility payment overdue on Step 4
Handling a Late Payment — Notification row-click navigation — payment overdue on Step 1 after alert row-click
Portfolio KPI review — Notification row-click navigation — Month-end alert batch on Step 7
Notification triage — Notification row-click navigation — Payments row-click on Step 4
Manual block hygiene — Notification row-click navigation — Stale alerts after Step 5 hold cleanup
Onboarding a New Property — Notification row-click navigation — First Payment received on Step 7 go-live
Using in-app support — Notification row-click navigation — Self-serve alert triage before filing
Resetting a Management User Password — Notification row-click navigation — Lockout-delayed payment overdue after Step 3
Notifications — Notification row-click navigation — Canonical /notifications row-click pairing (notifications-module-row-click-target.png)
Dashboard — Notification row-click navigation — Bell General vs full /notifications row-click
Bookings — Notification row-click navigation — Booking sidebar when alert carries bookingId
Finance — Notification row-click navigation — Alert-driven Transactions entry
Tenants — Notification row-click navigation — Tenant profile when alert carries tenantId
Listings — Notification row-click navigation — Property or unit sidebar when alert carries listingId or propertyId
Inbox — Notification row-click navigation — Bell Inbox link deep-link vs General row-click
Utilities — Notification row-click navigation — Overage payment overdue alerts after bill cycle
Operations — Notification row-click navigation — Turnover-week alerts that row-click into Bookings first
Sales — Notification row-click navigation — Channel-import alerts before Multicalendar review
Analytics — Notification row-click navigation — Month-range KPI charts after row-click opens booking context
AI Chat — Notification row-click navigation — Verify assistant-cited alerts by row-click before operational follow-up
Audit — Notification row-click navigation — Discounts / Manual Blocks month-end review after row-click
Legacy /properties URLs — Notification row-click navigation — Legacy bookmarks that land in Listings during alert triage
Booking engine details — Notification row-click navigation — Engine-sourced alerts before Full integration payload edits

Wrong tenant on a booking

Pair with other FAQ hub sections

Wrong-profile questions pair with Cancel Booking vs Delete Booking hub (duplicate import row → Delete, not Change tenant), Bookings, Processing a New Booking hub (Step 1 import check, Step 6 confirmation), and FAQ — Wrong tenant on a booking hub. Hub parity: Common Workflows — Wrong tenant on a booking. Full pairing matrix: FAQ section cross-reference.

Common Workflows — Wrong tenant on a booking — Hub matrix: Change tenant vs duplicate-row Delete (bookings-detail-change-tenant-modal.png, bookings-detail-change-tenant-flow.mp4)
FAQ — Wrong tenant on a booking hub — Decision table and symptom rows
Common Workflows — Cancel Booking vs Delete Booking — Contrast duplicate cleanup (bookings-cancel-booking-modal-refund-types.png)
Bookings — Change tenant — Contract Info control (Upcoming only)
Processing a New Booking — Step 1 — Duplicate import before Add booking
Processing a New Booking — Step 6 — Post-import profile verification

Cancel Booking vs Delete Booking

Pair with other FAQ hub sections

Cancel vs Delete pairs with Wrong tenant on a booking hub (Change tenant when profile link is wrong), Portfolio retirement decisions hub (building Archive vs reservation actions), Bookings, and FAQ — Cancel Booking vs Delete Booking. Hub parity: Common Workflows — Cancel Booking vs Delete Booking. Full pairing matrix: FAQ section cross-reference.

Common Workflows — Cancel Booking vs Delete Booking — Hub matrix: policy void vs soft-archive cleanup (bookings-list-canceled-tab.png, workflows-cancel-booking-refund-modal-flow.mp4)
FAQ — Cancel Booking vs Delete Booking — Symptom table and ledger visibility (#1897 / #2076)
FAQ — Delete Booking on integration reservation — Provider platform guard (#2076)
FAQ — Manual payments after Delete Booking — Archived-ledger visibility (#1897)
Common Workflows — Portfolio retirement decisions — Three-way Archive vs Cancel vs Delete
Cancelling a Booking — Settlement workflow for real voids
Bookings — Delete Booking (soft archive) — Contract Info danger zone
Glossary — Archived booking ledger visibility — System vs Manual Transactions after Delete

Same-day turnover coordination

Pair with other FAQ hub sections

Shared-unit turnover pairs with Managing a Check-in hub, Managing a Check-out hub, Operations, FAQ — Same-day turnovers, Check-out collections before refund (outgoing In Debt before incoming key handover), and Occupancy KPI to block hygiene handoff hub (stale holds vs shared-unit turnover — distinct triage). Hub parity: Same-day turnover coordination · Glossary — Same-day turnover coordination hub · Common Workflows — Same-day turnover coordination. Full pairing matrix: FAQ section cross-reference.

Symptom	Fix
Incoming guest waiting but unit not ready	Managing a Check-out — Step 2 turnover ticket before Managing a Check-in — Step 4 (`operations-add-ticket-modal.png`)
Same unit shows two bookings on Timeline Week scale	Bookings — Timeline view — paste unit in toolbar Search (`bookings-timeline-day-week-month-and-sidebar.mp4`)
Outgoing tenant still In Debt on Payment Plan	Handling a Late Payment — Step 1 → Check-out collections before refund before incoming key handover
Keys handed before outgoing checkout Ended	Managing a Check-in — Step 4 only after outgoing Managing a Check-out — Step 7
Turnover ticket shows Draft far from due date	Operations → Tickets — assign tight due date before incoming arrival
Arrival/access alert before turnover ticket done	Notification triage — Step 4 row-click before bulk mark-read
Multicalendar gap on turnover day	Sales — Multicalendar Week scale overlap check
Lockout-delayed turnover catch-up	Resetting a Management User Password — Step 3 → Operations → Check-in & Check-out
Turnover coordination blocked after self-serve checks	Using in-app support — New Support Ticket modal — not tenant `notify-landlord`
Final utilities not posted before deposit release on turnover day	Check-out final utilities handoff — outgoing Step 6 before incoming Step 4

Common Workflows — Same-day turnover coordination — Hub matrix: departure Steps 1–2 before incoming Step 4 (operations-add-ticket-modal.png, bookings-timeline-day-week-month-and-sidebar.mp4)
Glossary — Same-day turnover coordination hub — Surface table + per-guide/module mesh reciprocal hub
FAQ — Same-day turnovers — Four-step operator habit
Managing a Check-out — Step 2 — Turnover ticket before incoming arrival
Managing a Check-in — Step 4 — Key handover after outgoing Ended
Bookings — Timeline view — Week scale overlap on one unit
Operations — Check-in & Check-out — Check-outs / Check-ins pills with unit Search
Glossary — Same-day turnover — Shared-unit arrival/departure overlap definition
Managing a Check-in — Same-day turnover coordination — Check-ins + unit Search on shared turnover units (Step 1); keys after outgoing turnover due date (Step 4)
Managing a Check-out — Same-day turnover coordination — Canonical turnover ticket due date before incoming arrival (Step 2)
Processing a New Booking — Same-day turnover coordination — Timeline overlap vs duplicate import on channel rows (Step 1)
Notification triage — Same-day turnover coordination — Arrival/access alerts row-click on turnover units (Step 4)
Handling a Late Payment — Same-day turnover coordination — Outgoing In Debt blocks incoming key handover (Step 1)
Cancelling a Booking — Same-day turnover coordination — Post-void Multicalendar vs incoming Upcoming overlap (Steps 5–6)
Onboarding a New Property — Same-day turnover coordination — Go-live Multicalendar / Timeline before first reservation (Step 7)
Portfolio KPI review — Same-day turnover coordination — Multicalendar turnover gaps at month-end (Step 7)
Manual block hygiene — Same-day turnover coordination — Timeline overlap persists after hold cleanup (Step 4)
Entering Monthly Utility Bills — Same-day turnover coordination — Departure-week final overages before incoming key handover (Step 4)
Resetting a Management User Password — Same-day turnover coordination — Lockout-delayed turnover ticket catch-up (Step 3)
Using in-app support — Same-day turnover coordination — Self-serve turnover coordination before filing tickets
Bookings — Same-day turnover coordination — Timeline Week scale overlap on one unit row
Operations — Same-day turnover coordination — Check-in & Check-out week lists primary entry
Sales — Same-day turnover coordination — Multicalendar sales-scoped overlap
Finance — Same-day turnover coordination — Outgoing In Debt vs incoming move-in on Contract Values
Notifications — Same-day turnover coordination — Arrival/access alerts on turnover week row-click
Dashboard — Same-day turnover coordination — Post-login turnover-week scan
Tenants — Same-day turnover coordination — Outgoing/incoming tenant profiles on shared unit
Listings — Same-day turnover coordination — Unit calendar back-to-back bars
Utilities — Same-day turnover coordination — Departure-week final overages on turnover units
Inbox — Same-day turnover coordination — Turnover-week WhatsApp threads
Analytics — Same-day turnover coordination — Multicalendar turnover gaps on month-end sign-off
AI Chat — Same-day turnover coordination — Validate assistant turnover coordination guidance
Audit — Same-day turnover coordination — Month-end export after turnover ticket backlog clears
Legacy /properties URLs — Same-day turnover coordination — Redirected inventory turnover-week triage
Booking engine details — Same-day turnover coordination — Engine-sourced turnover overlap on Multicalendar
Check-out collections before refund hub — Outgoing In Debt before incoming key handover (finance-contract-values-in-debt-filter.png)
Check-out final utilities handoff hub — Final supplier bills + overage on outgoing Payment Plan (utilities-allocations-review-flow.mp4)
Occupancy KPI to block hygiene handoff hub — Stale holds vs shared-unit turnover — distinct triage (audit-manual-blocks-workspace.png)
Confirmation to check-in handoff hub — Upcoming overlap check before same-calendar-day turnover
Check-in to check-out handoff hub — Mid-stay Ongoing → departure week (distinct mesh)
Lockout catch-up after password recovery — Lockout-delayed turnover ticket catch-up after password recovery
Finance debt receivables triage hub — Outgoing In Debt vs incoming arrival on turnover units

New inventory to first booking handoff

Pair with other FAQ hub sections

First-reservation questions pair with Setup sequence after go-live (steps 13–15 + Onboarding — Step 7), Processing a New Booking hub (Steps 1–6), Property setup to first arrival handoff (downstream arrival week), and Confirmation alert triage hub (first Booking created alerts). Hub parity: Common Workflows — New inventory to first booking handoff. Full pairing matrix: FAQ section cross-reference.

Common Workflows — New inventory to first booking handoff — Hub matrix: property wizard → first Upcoming stay (listings-module-overview.png, bookings-add-booking-modal.png, workflows-onboarding-property-wizard.mp4)
Onboarding a New Property — Step 7 — Go-live Listings verification before first import
Processing a New Booking — Step 1 — Duplicate import check before Add booking
FAQ — Wrong tenant on a booking hub — Change tenant vs duplicate-row Delete Booking
FAQ — Processing a New Booking hub — Full confirmation workflow (Steps 1–6)
Property setup to first arrival handoff — Downstream ~7-day arrival planning
Bookings — New inventory to first booking handoff — First Upcoming status tabs / Add booking on go-live inventory
Listings — New inventory to first booking handoff — Portfolio verify on Step 7
Sales — New inventory to first booking handoff — Multicalendar + channel import before manual create
Finance — New inventory to first booking handoff — First confirmation Pending receipts after go-live
Notifications — New inventory to first booking handoff — First Booking created alert row-click
Dashboard — New inventory to first booking handoff — Post-login first-reservation backlog
Tenants — New inventory to first booking handoff — Tenant Info Category on first stay
Operations — New inventory to first booking handoff — Timeline overlap on Step 7
Utilities — New inventory to first booking handoff — First bill cycle after first booking
Inbox — New inventory to first booking handoff — First-reservation WhatsApp threads
Analytics — New inventory to first booking handoff — Month-end first-reservation sign-off
AI Chat — New inventory to first booking handoff — Validate assistant first-booking guidance
Audit — New inventory to first booking handoff — Manual Blocks before first import
Legacy /properties URLs — New inventory to first booking handoff — Redirected inventory first-reservation triage
Booking engine details — New inventory to first booking handoff — Engine-sourced first reservation

Property setup to first arrival handoff

Pair with other FAQ hub sections

First-arrival questions pair with New inventory to first booking handoff (upstream property wizard → first reservation), Managing a Check-in hub (Steps 1–4), Confirmation to check-in handoff (portal gates after first booking), and FAQ — Automatic check-in email. Hub parity: Common Workflows — Property setup to first arrival handoff. Full pairing matrix: FAQ section cross-reference.

Common Workflows — Property setup to first arrival handoff — Hub matrix: Access Lockers + Operations → Check-in & Check-out (listings-property-edit-access-lockers-tab.png, workflows-operations-check-in-out-planning-view.png, workflows-onboarding-property-wizard.mp4)
Onboarding a New Property — Step 7 — Multicalendar / Timeline pass before arrival week
Managing a Check-in — Step 1 — Canonical arrival-week entry
Listings — Access Lockers tab — Nuki / access codes before Step 4
Confirmation to check-in handoff — Upstream Upcoming portal gates
Glossary — Lifecycle check-in email — Automatic vs manual check-in mail
Bookings — Property setup to first arrival handoff — First Upcoming status tabs on go-live inventory
Operations — Property setup to first arrival handoff — Check-in & Check-out Next 7 days primary entry
Listings — Property setup to first arrival handoff — Access Lockers + portfolio verify on Step 7
Sales — Property setup to first arrival handoff — Multicalendar on new inventory before first arrival
Finance — Property setup to first arrival handoff — First move-in Pending receipts after go-live
Notifications — Property setup to first arrival handoff — Arrival/access alerts on first move-in row-click
Dashboard — Property setup to first arrival handoff — Post-login first-arrival week scan
Tenants — Property setup to first arrival handoff — Tenant Info Category before move-in week
Utilities — Property setup to first arrival handoff — First bill cycle Missing data on new buildings
Inbox — Property setup to first arrival handoff — Arrival-week WhatsApp on go-live properties
Analytics — Property setup to first arrival handoff — Month-end first-arrival backlog sign-off
AI Chat — Property setup to first arrival handoff — Validate assistant first-arrival guidance
Audit — Property setup to first arrival handoff — Month-end export after go-live arrival backlog
Legacy /properties URLs — Property setup to first arrival handoff — Redirected inventory first-arrival triage
Booking engine details — Property setup to first arrival handoff — Engine-sourced first arrivals after property setup

Confirmation to check-in handoff

Pair with other FAQ hub sections

Confirmation-week handoff pairs with Processing a New Booking hub (upstream Steps 5b / 6), Managing a Check-in hub (downstream Steps 1–4), Confirmation alert triage hub (alert-driven entry), Pending manual receipt approval hub (Step 5b / Step 3b mesh), and FAQ — Tenant contract signing blocked. Hub parity: Confirmation to check-in handoff · Glossary — Confirmation to check-in handoff hub · Common Workflows — Confirmation to check-in handoff. Full pairing matrix: FAQ section cross-reference.

Glossary — Confirmation to check-in handoff hub — Surface table + per-guide/module mesh reciprocal hub

Symptom	Fix
Started Managing a Check-in — Step 1 weeks before move-in	Finish Processing a New Booking — Step 6 portal gates first — arrival-week planning ~7 days out (`booking-lifecycle-status-tabs-flow.mp4`)
Tenant Portal Copy / Impersonate Tenant blocked	Processing a New Booking — Step 6 — contract + Tenant category; file support only after checklist (`bookings-detail-contract-method-of-payments.png`)
Contract not signed on Upcoming import	Step 4 → Step 5 before Managing a Check-in — Step 4
Confirmation bank transfer still Pending	Processing a New Booking — Step 5b — distinct from move-in Step 3b (`finance-transactions-pending-pill.png`)
Move-in week but unpaid Payment Plan pills	Handling a Late Payment — Step 1 before Managing a Check-in — Step 4
Tenant category wrong on portal	Processing a New Booking — Step 2 / Tenant Info — Glossary — Tenant category
Deposit only partly collected	Partly collected security deposit — deposit shortfall vs rent Partial Paid on Payment Plan
Month-end lingering Pending on confirmation imports	Processing a New Booking — Step 6b during Portfolio KPI review — Step 7
Operations → Check-in & Check-out empty ~7 days out	Confirm Upcoming portal gates on Step 6 — then scan Next 7 days (`workflows-operations-check-in-out-planning-view.png`)
Lockout-delayed Upcoming backlog	Resetting a Management User Password — Step 3 catch-up → Confirmation alert triage hub before handoff

Common Workflows — Confirmation to check-in handoff — Hub matrix: Upcoming gates → arrival week (bookings-detail-contract-method-of-payments.png, bookings-detail-contract-info-confirmation-checkin-payments-readonly.png, booking-lifecycle-status-tabs-flow.mp4, workflows-operations-check-in-out-planning-view.png)
Processing a New Booking — Step 6 — Portal sanity before handoff
Managing a Check-in — Step 1 — ~7 days before move-in
Confirmation alert triage hub — Booking created / Payment received row-click
Handling a Late Payment hub — Unpaid confirmation/move-in charges before key handover
Deposit missing on Finance Deposits — Partial paid card empty until toolbar range clears
Partly collected security deposit — Deposit shortfall vs rent Partial Paid
Bookings — Confirmation to check-in handoff — Contract Info portal gates on Upcoming imports
Operations — Confirmation to check-in handoff — Check-in & Check-out Next 7 days / Check-ins pill
Finance — Confirmation to check-in handoff — Amber Pending confirmation receipts before handoff
Notifications — Confirmation to check-in handoff — /notifications row-click before arrival week
Dashboard — Confirmation to check-in handoff — Post-login Upcoming backlog before arrival scan
Tenants — Confirmation to check-in handoff — Tenant Info Category before move-in week
Listings — Confirmation to check-in handoff — Go-live property first arrival after Step 7
Sales — Confirmation to check-in handoff — Channel-import Upcoming before Multicalendar turnover
Utilities — Confirmation to check-in handoff — First bill cycle after go-live confirmation handoff
Inbox — Confirmation to check-in handoff — WhatsApp during confirmation week
Analytics — Confirmation to check-in handoff — Month-end Upcoming backlog sign-off
AI Chat — Confirmation to check-in handoff — Validate assistant handoff timing
Audit — Confirmation to check-in handoff — Month-end export after confirmation backlog clears
Legacy /properties URLs — Confirmation to check-in handoff — Redirected inventory first arrival
Booking engine details — Confirmation to check-in handoff — Engine-sourced Upcoming portal gates

Booking detail — Contract Info Method of payments with Tenant Portal copy and Impersonate Tenant

Operations — Check-in & Check-out tab with Next 7 days and check-in rows for weekly planning

Check-in to check-out handoff

Pair with other FAQ hub sections

Mid-stay handoff pairs with Managing a Check-in hub (upstream Step 4), Managing a Check-out hub (downstream Steps 1–7), Same-day turnover coordination (shared-unit one-day overlap), and Check-out final utilities handoff (final overages before refund). Hub parity: Check-in to check-out handoff · Glossary — Check-in to check-out handoff hub · Common Workflows — Check-in to check-out handoff. Full pairing matrix: FAQ section cross-reference.

Glossary — Check-in to check-out handoff hub — Surface table + per-guide/module mesh reciprocal hub

Symptom	Fix
Started Managing a Check-out — Step 1 weeks before departure	Finish Managing a Check-in — Step 4 first — departure-week planning ~7 days before checkout (`operations-check-in-out-check-outs-next-7-days.png`)
Still running check-in prep on Ongoing stay	Step 5 confirms Ongoing — then scan Check-outs pill
Operations → Check-in & Check-out empty ~7 days out	Switch to Check-outs pill + Next 7 days — not Check-ins (`operations-check-in-out-check-outs-next-7-days.png`)
payment overdue on Ongoing stay at bell	Handling a Late Payment — Step 1 before Managing a Check-out — Step 5
Deposit only partly collected at move-in	Partly collected security deposit — deposit shortfall vs rent Partial Paid
Same-day turnover on shared unit	Same-day turnover coordination — outgoing Step 2 before incoming Step 4
Booking still Ongoing after departure day	Managing a Check-out — Step 7 — not more check-in prep
Month-end Ongoing entering departure week	Portfolio KPI review — Step 7 → Check-outs pill
Lockout-delayed departure-week planning	Resetting a Management User Password — Step 3 catch-up → hub Lockout catch-up after password recovery

Common Workflows — Check-in to check-out handoff — Hub matrix: Ongoing → departure week (operations-check-in-out-check-outs-next-7-days.png, bookings-timeline-view.png)
Managing a Check-in — Step 4 — Keys handed over → check-out planning
Managing a Check-out — Step 1 — Canonical departure-week entry
Same-day turnover coordination — Outgoing Step 2 before incoming Step 4
Check-out collections before refund — Rent/fee arrears before Step 5
Check-out ledger cleanup before refund — Duplicate departure transfer before refund
Deposit missing on Finance Deposits — Clear toolbar date range for older move-outs
Bookings — Check-in to check-out handoff — Timeline departure bars on Ongoing rows
Operations — Check-in to check-out handoff — Check-outs pill + Next 7 days
Finance — Check-in to check-out handoff — Departure-week Contract Values / Transactions review
Notifications — Check-in to check-out handoff — /notifications payment overdue on Ongoing stays
Dashboard — Check-in to check-out handoff — Post-login Ongoing departure-week backlog
Tenants — Check-in to check-out handoff — Ongoing tenant profiles entering departure week
Listings — Check-in to check-out handoff — Unit calendar departure bars on Ongoing stays
Sales — Check-in to check-out handoff — Channel Ongoing departures on Multicalendar
Utilities — Check-in to check-out handoff — Missing departure-week bills before refund
Inbox — Check-in to check-out handoff — Departure-week WhatsApp threads
Analytics — Check-in to check-out handoff — Month-end Ongoing entering departure week
AI Chat — Check-in to check-out handoff — Validate assistant mid-stay → departure-week timing
Audit — Check-in to check-out handoff — Month-end export after departure-week backlog clears
Legacy /properties URLs — Check-in to check-out handoff — Redirected inventory Ongoing departures
Booking engine details — Check-in to check-out handoff — Engine-sourced Ongoing departure planning

Operations — Check-in & Check-out tab, Check-outs pill with Next 7 days and grouped departure rows

Bookings Timeline — Week scale with departure and arrival bars on one unit row

Walkthrough: Operations → Check-in & Check-out Check-outs pill + Next 7 days → Bookings → Timeline Week departure bar → return to Check-outs planning (Managing a Check-out — Step 1).

Hub matrix: Common Workflows — Check-in to check-out handoff · Check-in to check-out handoff · Glossary — Check-in to check-out handoff hub (operations-check-in-out-check-outs-next-7-days.png, bookings-timeline-view.png, check-in-to-check-out-handoff-flow.mp4).

Check-out final utilities handoff

Pair with other FAQ hub sections

Departure-week utility settlement pairs with Entering Monthly Utility Bills hub (Steps 2–4 posting), Managing a Check-out hub (Step 6 before Step 5), Utility overage collections (mid-stay overage arrears — distinct mesh), Pending manual receipt approval hub (Step 4b / Step 6b — finance-transactions-pending-pill.png), Reject/revert mistaken receipts hub (duplicate overage transfers on Step 4b — finance-transactions-bulk-reject-selected-bar.png), and Same-day turnover coordination (outgoing Step 6 before incoming Step 4). Hub parity: Glossary — Check-out final utilities handoff hub · Common Workflows — Check-out final utilities handoff · Utility overage collections. Full pairing matrix: FAQ section cross-reference.

Symptom	Surface	Fix
Final utility overage unpaid on Payment Plan	Booking Payment Plan	Step 4 → Step 6 (`bookings-detail-payment-plan-tab-schedule.png`)
Ready To Refund blocked by overage	Booking Deposit tab	Step 4 → Step 1 → Step 6 (`bookings-detail-deposit-tab-ready-to-refund-toggle.png`)
Overage paid but Ready To Refund greyed	Booking Transactions	Step 4b ↔ Step 6b (`finance-transactions-pending-pill.png`)
End of Booking — overage not visible yet	Charge Time setting	Glossary — End-of-Booking cost split — Step 7 then re-check Step 6
Month-end Missing bills on departing units	Utilities → Bills Missing toggle	Step 5 → Portfolio KPI review — Step 7 (`utilities-bills-tab-missing-toggle.png`)
Rent + utility both block Ready To Refund	Booking Payment Plan	Utility overage collections (utility line) · Check-out collections before refund (rent/fee lines)
Same-day turnover blocked by outgoing overage	Operations → Check-in & Check-out	Outgoing Step 6 before incoming Step 4 — hub: Same-day turnover coordination
Departure-week utility payment overdue alert	`/notifications` row-click	Step 4 → Step 4 → Step 6
Support ticket cites final overage blocking Ready To Refund	Self-serve triage skipped	Using in-app support — Check-out final utilities handoff before New Support Ticket modal

Common Workflows — Check-out final utilities handoff — Hub matrix: final bills → Payment Plan → refund (bookings-detail-payment-plan-tab-schedule.png, utilities-allocations-row-breakdown-expanded.png, utilities-bills-tab-missing-toggle.png, utilities-allocations-review-flow.mp4, bookings-detail-deposit-tab-ready-to-refund-toggle.png)
Glossary — Check-out final utilities handoff hub — Surface table + per-guide/module mesh reciprocal hub
Glossary — Check-out final utilities handoff — Short definition and visual quick-reference row
Entering Monthly Utility Bills — Step 4 — Canonical overage posting
Managing a Check-out — Step 6 — Settlement before deposit release
Glossary — End-of-Booking cost split — Deferred overage posting at checkout
Utility overage collections — Mid-stay / month-end overage In Debt (not only departure week)
Check-out collections before refund — Rent/fee lines on the same booking (distinct from utility overage mesh)
Check-out ledger cleanup before refund — Duplicate transfer mistaken for unpaid rent/fee
Bookings — Check-out final utilities handoff — Payment Plan / Deposit tab settlement path
Utilities — Check-out final utilities handoff — Canonical Allocations / Bills posting
Finance — Check-out final utilities handoff — Portfolio Contract Values utility overage In Debt
Operations — Check-out final utilities handoff — Turnover-week utility settlement on Check-in & Check-out
Notifications — Check-out final utilities handoff — Departure-week utility payment overdue row-click
Dashboard — Check-out final utilities handoff — Post-login Total Debt KPI includes departure overages
Tenants — Check-out final utilities handoff — Departing tenant profiles with utility overage In Debt
Listings — Check-out final utilities handoff — Bills Included ceiling context for final-cycle overage
Sales — Check-out final utilities handoff — Channel departure-week utility settlement on Multicalendar
Inbox — Check-out final utilities handoff — Departure-week utility bill questions on WhatsApp
Analytics — Check-out final utilities handoff — Month-end Missing + departure utility sign-off
AI Chat — Check-out final utilities handoff — Validate assistant final overage / Ready To Refund guidance
Audit — Check-out final utilities handoff — Month-end export after departure utility backlog clears
Legacy /properties URLs — Check-out final utilities handoff — Redirected inventory departure-week utility settlement
Booking engine details — Check-out final utilities handoff — Engine-sourced bookings with final utility overage mesh

Booking detail — Payment Plan tab with schedule rows to verify before deposit release

Utilities — Bills tab with Missing toggle showing expected-period gaps

Bookings — Deposit tab with Ready To Refund toggle enabled before the external bank transfer

Walkthrough: review calculated utility allocations, confirm overage lines on tenant Payment Plan, then verify settlement in Managing a Check-out — Step 6 before deposit release.

Check-out collections before refund

Pair with other FAQ hub sections

Departure-week rent/fee arrears pair with Managing a Check-out hub (Step 6 before Step 5), Handling a Late Payment hub (collections Steps 1–4), Pending manual receipt approval hub (Step 6b departure receipts — finance-transactions-pending-pill.png), Reject/revert mistaken receipts hub (duplicate departure transfers — finance-transactions-bulk-reject-selected-bar.png), Check-out final utilities handoff (utility overage lines — distinct mesh), Check-out ledger cleanup before refund (tenant paid once — Revert duplicate, not collections), and Same-day turnover coordination (outgoing Step 6 before incoming Step 4). Hub parity: Glossary — Check-out collections before refund hub · Common Workflows — Check-out collections before refund · Check-out final utilities handoff · Check-out ledger cleanup before refund. Full pairing matrix: FAQ section cross-reference.

Symptom	Surface	Fix
Ready To Refund greyed / In Debt on rent	Booking Payment Plan	Step 1 → Step 4 → Step 6 (`bookings-detail-payment-plan-tab-schedule.png`)
Ready To Refund blocked on Deposit tab	Booking Deposit tab	Step 6 after collections — `bookings-detail-deposit-tab-ready-to-refund-toggle.png`
Tenant paid once, balance still Unpaid	Booking Transactions	Check-out ledger cleanup before refund — Revert duplicate
Unpaid line is utility overage	Booking Payment Plan	Check-out final utilities handoff — not rent collections mesh
Departure transfer still Pending	Booking Transactions	Pending manual receipt approval hub — Step 6b (`finance-transactions-pending-pill.png`)
Shortfall is deposit collection, not rent	Finance → Deposits	Partly collected security deposit hub — Partial paid card
Portfolio Top debtors shows departure arrears	Finance → Contract Values	Step 1 — In Debt filter (`finance-contract-values-in-debt-filter.png`)
Rent + utility both block Ready To Refund	Booking Payment Plan	Utility overage collections (utility line) · Check-out collections before refund (rent/fee lines)
Same-day turnover blocked by outgoing arrears	Operations → Check-in & Check-out	Outgoing Step 6 before incoming Step 4 — hub: Same-day turnover coordination
Departure-week payment overdue alert	`/notifications` row-click	Step 4 → Step 1 → Step 6
Support ticket cites Ready To Refund blocked by arrears	Self-serve triage skipped	Using in-app support — Check-out collections before refund before New Support Ticket modal

Common Workflows — Check-out collections before refund — Hub matrix (workflows-check-out-coordination-flow.mp4, bookings-detail-payment-plan-tab-schedule.png, finance-contract-values-in-debt-filter.png, bookings-detail-deposit-tab-ready-to-refund-toggle.png)
Glossary — Check-out collections before refund hub — Surface table + per-guide/module mesh reciprocal hub
Glossary — Check-out collections before refund — Short definition and visual quick-reference row
Managing a Check-out — Step 6 — Canonical settlement before deposit release
Handling a Late Payment — Step 1 — Collections when Ready To Refund is blocked
Notification triage — Check-out collections before refund — Departure-week payment overdue row-click (Step 4)
Bookings — Check-out collections before refund — Payment Plan / Deposit tab settlement before refund
Finance — Check-out collections before refund — Portfolio Contract Values In Debt filter for departure-week arrears
Dashboard — Check-out collections before refund — Total debt KPI includes departure-week rent arrears
Analytics — Check-out collections before refund — Revenue / debt-aging skew from departure arrears
Notifications — Check-out collections before refund — payment overdue alerts during departure week
Operations — Check-out collections before refund — Turnover-week Ready To Refund blocked by rent arrears
Utilities — Check-out collections before refund — Rent line mistaken for utility overage on departure week
Sales — Check-out collections before refund — Channel booking departure-week arrears
Tenants — Check-out collections before refund — With Debt segmentation shows departure-week arrears
Listings — Check-out collections before refund — Unit sidebar debt from departure-week rent arrears
Inbox — Check-out collections before refund — Tenant departure-week payment disputes on WhatsApp
AI Chat — Check-out collections before refund — Assistant In Debt totals include departure-week arrears
Audit — Check-out collections before refund — Departure arrears skew month-end exports
Legacy /properties URLs — Check-out collections before refund — Redirected-property booking departure arrears
Booking engine details — Check-out collections before refund — Engine-sourced bookings with departure-week In Debt
Managing a Check-out hub — Full per-guide mesh for departure-week collections
Check-out ledger cleanup before refund — Duplicate transfer contrast (not rent arrears)
Check-out final utilities handoff — Final utility overages on the same booking

Booking detail — Payment Plan tab with rent/fee schedule rows blocking deposit release

Finance Contract Values — In Debt filter highlighting departure-week rent arrears

Bookings — Deposit tab with Ready To Refund toggle enabled before the external bank transfer

Walkthrough: verify Payment Plan arrears, collect departure-week rent on Handling a Late Payment, then confirm settlement in Managing a Check-out — Step 6 before deposit release.

Check-out ledger cleanup before refund

Pair with other FAQ hub sections

Duplicate-transfer cleanup pairs with Reject/revert mistaken receipts hub (Revert approved duplicate before collections — bookings-detail-transactions-revert-modal-info-banner.png, bookings-payment-row-actions-flow.mp4), Managing a Check-out hub (Step 6 / Step 6b — finance-transactions-bulk-reject-selected-bar.png), Pending manual receipt approval hub (duplicate Pending vs approved duplicate — finance-transactions-pending-pill.png), Bulk Hostkit invoicing hub (Issue credit notes after invoiced Reject / Revert), Check-out collections before refund (real rent/fee arrears — not ledger cleanup), and Check-out final utilities handoff (unpaid utility overage line — distinct mesh). Hub parity: Glossary — Check-out ledger cleanup before refund hub · Common Workflows — Check-out ledger cleanup before refund · Reject/revert mistaken receipts hub · Check-out collections before refund. Full pairing matrix: FAQ section cross-reference.

Symptom	Surface	Likely wrong path	Fix
Ready To Refund blocked despite tenant paid	Booking Deposit tab	Handling a Late Payment — Step 3 outreach	Transactions → Revert duplicate — Reject/revert mistaken receipts hub
In Debt after tenant paid departure rent	Booking Transactions	Collections outreach	Revert duplicate — not Step 3 until ledger clean
Top debtors still high after tenant paid	Finance → Contract Values	Real arrears collections	Check-out collections before refund — confirm duplicate pair on Transactions
Two identical transfers, one Pending	Finance → Transactions	Revert on approved row	Pending manual receipt approval hub — Reject pending duplicate first
Two identical transfers, both approved	Booking Transactions	Collections Step 3	Revert payment on duplicate — Reject/revert mistaken receipts hub
Est. Refund inflated by duplicate	Booking Deposit tab	External bank transfer anyway	Revert duplicate before Step 5
Red / blue modal after Reject / Revert	Booking Transactions	Skip credit-note queue	Issue credit notes — Bulk Hostkit invoicing hub pacing
Unpaid rent line on Payment Plan	Booking Payment Plan	Ledger cleanup mesh	Check-out collections before refund — tenant has not paid
Utility overage shows Unpaid	Booking Payment Plan	Ledger cleanup mesh	Check-out final utilities handoff — unpaid overage line, not duplicate transfer
Duplicate Pending manual in-payment during departure week	`/notifications` row-click	Approve both rows	Step 4 → Reject selected
Support ticket — tenant paid but Ready To Refund blocked	Self-serve triage skipped	File ticket first	Using in-app support — Check-out ledger cleanup before refund

Common Workflows — Check-out ledger cleanup before refund — Hub matrix (bookings-detail-transactions-revert-modal-info-banner.png, finance-transactions-bulk-reject-selected-bar.png, bookings-detail-deposit-tab-ready-to-refund-toggle.png, bookings-payment-row-actions-flow.mp4)
Glossary — Check-out ledger cleanup before refund hub — Surface table + per-guide/module mesh reciprocal hub
Glossary — Check-out ledger cleanup before refund — Short definition and visual quick-reference row
Reject/revert mistaken receipts hub — Revert approved duplicates before Ready To Refund
Managing a Check-out — Step 6 / Step 6b — Canonical duplicate cleanup before Step 5
Notification triage — Check-out ledger cleanup before refund — Duplicate Pending manual in-payment alert row-click (Step 4)
Handling a Late Payment — Check-out ledger cleanup before refund — Tenant paid once — Revert, not Step 3 collections
Bookings — Check-out ledger cleanup before refund — Per-row Reject / Revert on booking Transactions before Deposit tab refund
Finance — Check-out ledger cleanup before refund — Portfolio Transactions bulk Reject selected / Revert
Dashboard — Check-out ledger cleanup before refund — Total debt inflated by duplicate departure transfers
Analytics — Check-out ledger cleanup before refund — Revenue / debt-aging skew from duplicate receipts
Notifications — Check-out ledger cleanup before refund — Duplicate Pending manual in-payment during departure week
Operations — Check-out ledger cleanup before refund — Turnover-week Ready To Refund blocked by duplicate settlement
Utilities — Check-out ledger cleanup before refund — Duplicate overage transfer vs unpaid utility line
Sales — Check-out ledger cleanup before refund — Channel booking duplicate receipts before refund
Tenants — Check-out ledger cleanup before refund — With Debt phantom balance from duplicate transfer
Listings — Check-out ledger cleanup before refund — Unit sidebar debt from duplicate departure transfers
Inbox — Check-out ledger cleanup before refund — Tenant paid once — confirm ledger before chat reassurance
AI Chat — Check-out ledger cleanup before refund — Assistant In Debt totals from duplicate transfers
Audit — Check-out ledger cleanup before refund — Duplicate receipts skew month-end exports
Legacy /properties URLs — Check-out ledger cleanup before refund — Redirected-property booking duplicates
Booking engine details — Check-out ledger cleanup before refund — Engine-sourced bookings before deposit release
Managing a Check-out hub — Full per-guide mesh for departure-week ledger cleanup
Check-out collections before refund — Real arrears contrast (tenant has not paid)
Check-out final utilities handoff — Unpaid utility overage line (distinct mesh)

Finance Transactions — bulk selection bar with Approve selected and Reject selected

Bookings — Deposit tab with Ready To Refund toggle enabled before the external bank transfer

Walkthrough: open booking Transactions row actions, review Reject payment / Revert payment modals, then confirm Ready To Refund on the Deposit tab after duplicate cleanup.

Walkthrough: Finance → Transactions Reject selected on duplicate Pending rows, Revert payment on an approved duplicate (clip closes without confirming), then Finance → Deposits → Deposit Ready To Refund after ledger cleanup.

Cancellation collections before void

Pair with other FAQ hub sections

Pre-cancel rent/fee arrears pair with Cancelling a Booking hub (Step 2 before Step 4 — bookings-cancel-booking-modal-refund-types.png, workflows-cancel-booking-refund-modal-flow.mp4), Handling a Late Payment hub (collections Steps 1–4 — finance-contract-values-in-debt-filter.png), Check-out vs cancellation (policy void → Canceled vs completed stay → Ended), Pending manual receipt approval hub (Step 2a settlement receipts — finance-transactions-pending-pill.png, bookings-detail-transactions-approve-payment-modal.png), Reject/revert mistaken receipts hub (duplicate settlement transfers on Step 2), Check-out collections before refund (departure-week mesh — not pre-cancel void), and Check-out ledger cleanup before refund (duplicate settlement transfer during Step 2 — tenant paid once). Hub parity: Glossary — Cancellation collections before void hub · Common Workflows — Cancellation collections before void. Full pairing matrix: FAQ section cross-reference.

Symptom	Surface	Likely wrong path	Fix
Cancel booking blocked by In Debt	Booking Contract Info	Managing a Check-out departure mesh	Cancelling a Booking — Step 2 — policy void, not Ended stay
Unpaid rent/fee line on Payment Plan	Booking Payment Plan	Cancel booking without settlement	Steps 1–4 → Step 2 before Step 4
Top debtors still high before void queue	Finance → Contract Values	Batch Cancel booking without triage	Finance debt receivables triage hub — filter In Debt before void
Unpaid utility overage on Canceled stay	Booking Payment Plan	Rent pre-cancel mesh	Entering Monthly Utility Bills — Step 4 + Handling a Late Payment — Step 1
Settlement receipt Pending at cancel	Booking Transactions	Collections Step 3	Step 2a / Pending manual receipt approval hub
Tenant paid once, balance still Unpaid	Booking Transactions	Collections outreach	Check-out ledger cleanup before refund — Revert duplicate during Step 2
Tenant backs out before arrival	Booking Payment Plan	Departure-week Step 6	Managing a Check-in hub move-in arrears → Cancelling a Booking — Step 4
Pre-cancel payment overdue alert on Upcoming stay	`/notifications` row-click	Bulk mark-read before triage	Step 4 → Step 1 → Step 2
Support ticket cites In Debt blocking Cancel booking	Self-serve triage skipped	File ticket first	Using in-app support — Cancellation collections before void
Lockout-delayed pre-cancel collections backlog	Password recovery delayed triage	Cancel booking without catch-up	Resetting a Management User Password — Step 3 → Step 2
Month-end pre-cancel arrears at KPI sign-off	Finance → Contract Values	Policy void batch with open In Debt	Portfolio KPI review — Step 7 — settle before void queue

Common Workflows — Cancellation collections before void — Hub matrix (finance-contract-values-in-debt-filter.png, bookings-detail-transactions-approve-payment-modal.png, bookings-cancel-booking-modal-refund-types.png, workflows-cancel-booking-refund-modal-flow.mp4)
Glossary — Cancellation collections before void hub — Surface table + per-guide/module mesh reciprocal hub
Glossary — Cancellation collections before void — Short definition and visual quick-reference row
Cancelling a Booking — Step 2 — Canonical pre-cancel settlement before void
Handling a Late Payment — Cancellation collections before void — Steps 1–4 before Step 4
Notification triage — Cancellation collections before void — Pre-cancel payment overdue row-click (Step 4)
Finance — Cancellation collections before void — Portfolio Contract Values In Debt filter
Bookings — Cancellation collections before void — Payment Plan unpaid lines before Cancel booking
Dashboard — Cancellation collections before void — Total debt KPI includes pre-cancel arrears
Analytics — Cancellation collections before void — Revenue / debt-aging skew from pre-cancel arrears
Notifications — Cancellation collections before void — payment overdue alerts before policy void
Operations — Cancellation collections before void — Mid-stay policy void blocked by move-in arrears
Utilities — Cancellation collections before void — Utility overage on Canceled stay — not rent pre-cancel mesh
Sales — Cancellation collections before void — Channel booking pre-cancel arrears before void
Tenants — Cancellation collections before void — With Debt segmentation shows pre-cancel arrears
Listings — Cancellation collections before void — Unit sidebar debt from pre-cancel rent arrears
Inbox — Cancellation collections before void — Tenant cancel request blocked by In Debt
AI Chat — Cancellation collections before void — Assistant In Debt totals before policy void
Audit — Cancellation collections before void — Pre-cancel arrears skew month-end exports
Legacy /properties URLs — Cancellation collections before void — Redirected-property booking pre-cancel arrears
Booking engine details — Cancellation collections before void — Engine-sourced bookings before policy void
Cancelling a Booking hub — Full per-guide mesh for pre-cancel collections
Check-out vs cancellation — Ended vs Canceled lifecycle exit
Check-out collections before refund — Departure-week rent arrears contrast (completed stay)
Check-out ledger cleanup before refund — Duplicate settlement transfer during Step 2 (tenant paid once)

Finance Contract Values — In Debt filter highlighting pre-cancel rent arrears

Booking detail — Payment Plan tab with rent/fee schedule rows blocking Cancel booking

Bookings — Cancel booking dialog with full refund, no refund, and partial refund options

Booking detail Transactions — Approve payment modal for settlement receipts before void

Walkthrough: settle Payment Plan arrears on Cancelling a Booking — Step 2, then open Contract Info → Cancel booking and review refund types on Step 4 (clip closes without confirming).

Walkthrough: triage pre-cancel arrears on Finance → Contract Values (In Debt filter), confirm Payment Plan and Communication on the booking, then open Cancel booking refund types on Contract Info (clip closes without confirming).

Deposit lifecycle status

Pair with other FAQ hub sections

Deposit-lifecycle vocabulary pairs with Payments & Finance, Partly collected security deposit (Partial Paid shortfall), Deposit dispute hub (Disputed freeze), Deposit missing on Finance Deposits (lifecycle card counts scoped to toolbar date range), Managing a Check-out hub (Step 5 Ready to Refund → Refunded), Cancelling a Booking hub (Step 3), and Check-out collections before refund (rent In Debt blocks Ready To Refund). Hub parity: Glossary — Deposit lifecycle status hub · Common Workflows — Deposit lifecycle status. Full pairing matrix: FAQ section cross-reference.

Symptom	Likely wrong path	Fix
Lifecycle pill Partial Paid but rent line also amber	Rent Payment Plan vs deposit	Open booking Deposit tab — security deposit shortfall — Partly collected security deposit
Partial paid lifecycle card shows zero rows	Toolbar date range excludes the stay	Deposit missing on Finance Deposits — clear range first
Ready To Refund toggle disabled at departure	Rent/fee arrears on Payment Plan	Check-out collections before refund — not deposit shortfall alone
Refund / Mark refunded greyed on Deposit tab	Active Disputed freeze	Deposit dispute hub — Resolve Dispute after internal review
Pill stuck on Fully Paid at check-out	Ready To Refund step required	Managing a Check-out — Step 5 — toggle Ready To Refund
Month-end KPI finds wrong lifecycle mix	Card counts scoped to date window	Portfolio KPI review — Step 7 — clear toolbar range first
Deposit shortfall at confirmation or move-in	Departure inspection mesh	Processing a New Booking — Step 5 / Managing a Check-in — Step 3
Partially paid badge or lifecycle pill defects	Product defect after self-serve triage	Using in-app support — Deposit lifecycle status — Finance module ticket

Common Workflows — Deposit lifecycle status — Hub matrix: depositStatus pill vocabulary (finance-deposits-status-cards.png, finance-deposits-tab-mark-refunded-flow.mp4)
Glossary — Deposit lifecycle status hub — Surface table + per-guide/module mesh reciprocal hub
Glossary — Deposit lifecycle status — Short definition and visual quick-reference row
Finance — Deposit lifecycle status cards — Deposit lifecycle status row on Finance → Deposits (#2091)
Finance — Deposit status filter — Other filters → Deposit status multi-select (#2090)
Bookings — Deposit tab — Lifecycle pill on Initial Deposit
Partly collected security deposit hub — Partial Paid shortfall mesh
Deposit dispute hub — Disputed freeze on Fully Paid deposits
Deposit missing on Finance Deposits — Toolbar date range hides lifecycle card counts
Managing a Check-out — Step 5 — Ready to Refund → Refunded departure path
Cancelling a Booking — Step 3 — Policy void deposit settlement
Portfolio KPI review — Step 7 — Month-end lifecycle sign-off
Processing a New Booking — Deposit lifecycle status — Confirmation deposit recording (Step 5)
Managing a Check-in — Deposit lifecycle status — Move-in deposit verification (Step 3)
Managing a Check-out — Deposit lifecycle status — Departure refund queue (Steps 5–6)

Finance Deposits — Deposit lifecycle status row with Partial paid, Ready to refund, and Refunded cards

Booking detail — Deposit tab with lifecycle pill and Initial Deposit row

Booking detail — Deposit tab Ready To Refund toggle after charges are settled

Walkthrough: Finance → Deposits Deposit lifecycle status cards — portfolio triage across Ready to refund, Refunded, and Not paid with row-open to booking Deposit tab.

Walkthrough: toggle Ready To Refund on the booking Deposit tab, then Mark refunded on Finance → Deposits after the external bank transfer.

Deposit dispute

Pair with other FAQ hub sections

Contested deposit retention pairs with Managing a Check-out hub (Step 5 — deposit-dispute-mark-and-resolve-flow.mp4), Cancelling a Booking hub (Step 3), Partly collected security deposit (deposit shortfall vs dispute freeze), Deposit missing on Finance Deposits (toolbar date range hides dispute row chips), Check-out collections before refund (rent In Debt vs dispute freeze), and Check-out vs cancellation (Ended vs Canceled deposit paths). Hub parity: Glossary — Deposit dispute hub. Full pairing matrix: FAQ section cross-reference.

Symptom	Surface	Likely wrong path	Fix
Refund / Mark refunded greyed on Deposit tab	Booking Deposit tab	Check-out collections before refund rent mesh	Resolve Dispute after internal review — Step 5
Mark as Disputed missing on booking Deposit tab	Booking Deposit tab	Partly collected shortfall mesh	Enable deposit disputes + `bookings.dispute` on role
Mark disputed chip missing on Finance → Deposits	Finance → Deposits toolbar	Assuming no deposit record	Deposit missing on Finance Deposits — clear date range first
Deposit not Fully Paid yet	Booking Deposit tab lifecycle pill	Dispute freeze on partial collection	Partly collected security deposit — collect shortfall first
Tenant contests retention during cancellation	Booking Deposit tab on Canceled	Managing a Check-out hub departure mesh	Cancelling a Booking — Step 3 — Mark as Disputed before Mark refunded
Ready To Refund blocked despite settled charges	Booking Deposit tab	Rent In Debt on Payment Plan	Resolve Dispute — not Check-out collections before refund
Month-end KPI finds contested refunds	Finance → Deposits Disputed card	Bulk Mark refunded without review	Portfolio KPI review — Step 7 — Disputed filter
Tenant WhatsApp contest before operator action	Inbox thread	Chat reassurance without ledger check	Open booking Deposit tab — confirm Disputed state before reply
Lockout-delayed dispute backlog	Password recovery delayed triage	Mark refunded without catch-up	Resetting a Management User Password — Step 3 → Finance → Deposits Disputed filter
Support ticket — refund blocked by dispute	Self-serve triage skipped	File ticket first	Managing a Check-out — Step 5 before filing

Glossary — Deposit dispute hub — Surface table + per-guide/module mesh reciprocal hub
Glossary — Deposit dispute — Short definition and visual quick-reference row
Managing a Check-out — Step 5 — Canonical Mark as Disputed / Resolve Dispute before bank transfer
Cancelling a Booking — Step 3 — Contested retention during policy void
Bookings — Deposit disputes — Booking Deposit tab controls
Finance — Deposit disputes (portfolio actions) — Mark disputed / Resolve dispute row chips
Settings — Enable deposit disputes — Account toggle
FAQ — Deposit missing on Finance Deposits — Toolbar date range hides dispute chips
FAQ — Partly collected security deposit — Deposit shortfall vs dispute freeze
FAQ — Managing a Check-out hub — Departure-week deposit settlement mesh
FAQ — Cancelling a Booking hub — Policy void deposit on Step 3

Bookings — Deposit tab Refund Disputed with dispute warning and Resolve Dispute (refund blocked)

Finance Deposits — Mark disputed row chip on a fully collected deposit

Finance Deposits — Resolve dispute row chip while the deposit lifecycle is Disputed

Walkthrough: Mark as Disputed on the booking Deposit tab, review the blocked Refund state, spot the matching Resolve dispute row on Finance → Deposits, then Resolve Dispute to restore the refund queue.

Hub matrix: Managing a Check-out — Step 5 · Deposit dispute hub · Glossary — Deposit dispute hub (bookings-detail-deposit-tab-mark-disputed-button.png, bookings-detail-deposit-tab-disputed-state.png, finance-deposits-mark-disputed-row-action.png, finance-deposits-resolve-dispute-row-action.png, deposit-dispute-mark-and-resolve-flow.mp4). Per-guide mesh: Managing a Check-out — Step 5, Cancelling a Booking — Step 3, Portfolio KPI review — Step 7, Notification triage — Step 4, Resetting a Management User Password — Step 3.

Utility overage collections

Pair with other FAQ hub sections

Utility overage arrears pair with Entering Monthly Utility Bills hub (upstream Steps 2–4), Handling a Late Payment hub (collections Steps 1–4), Check-out final utilities handoff (departure-week subset), Pending manual receipt approval hub (Step 4b overage receipts — finance-transactions-pending-pill.png), Reject/revert mistaken receipts hub (duplicate overage transfers — finance-transactions-bulk-reject-selected-bar.png), and Utilities (module reference). Hub parity: Glossary — Utility overage collections hub · Common Workflows — Utility overage collections · Check-out final utilities handoff. Full pairing matrix: FAQ section cross-reference.

Symptom	Surface	Fix
In Debt includes utility-type line on Contract Values	Finance → Contract Values In Debt filter	Step 4 → Step 1 (`finance-contract-values-in-debt-filter.png`)
Payment overdue alert after monthly bill cycle	`/notifications` row-click	Step 4 before Step 1 (`notifications-row-navigate-to-booking-detail.png`)
Overage line not on Payment Plan yet	Utilities → Allocations	Step 2 → Step 4 — not collections until charge posts (`utilities-allocations-row-breakdown-expanded.png`)
Overage receipt still Pending at month-end	Finance → Transactions / booking Transactions	Step 4b (`bookings-detail-transactions-approve-payment-modal.png`, `finance-transactions-pending-pill.png`)
Tenant insists they paid — duplicate on ledger	Booking Transactions	Reject/revert mistaken receipts hub — Reject while pending / Revert after Approve on Step 4b
End of Booking — line not visible yet	Charge Time setting	Glossary — End-of-Booking cost split — wait until Managing a Check-out — Step 7
Rent line mistaken for utility overage	Booking Payment Plan	Check-out collections before refund — rent In Debt contrast, not utility mesh alone
Support ticket cites utility overage on Payment Plan	Self-serve triage skipped	Using in-app support — Utility overage collections before New Support Ticket modal
Lockout-delayed overage payment overdue backlog	Password recovery delayed triage	Resetting a Management User Password — Step 3 → Step 4 (`utilities-allocations-review-flow.mp4`)

Common Workflows — Utility overage collections — Hub matrix: bill posting → collections (utilities-allocations-row-breakdown-expanded.png, bookings-detail-transactions-approve-payment-modal.png, finance-contract-values-in-debt-filter.png, utilities-allocations-review-flow.mp4)
Glossary — Utility overage collections hub — Surface table + per-guide/module mesh reciprocal hub
Glossary — Utility overage collections — Short definition and visual quick-reference row
Entering Monthly Utility Bills — Step 4 / Step 4b — Posting + Pending mesh
Handling a Late Payment — Step 1 — Collections after overage posts
Notification triage — Utility overage collections — payment overdue row-click after bill cycle
Check-out final utilities handoff — Final overages blocking Ready To Refund
FAQ — SIMAR water bill property match — Connections contract ID before bill entry
Utilities — Utility overage collections — Canonical Allocations / Bills posting before collections
Finance — Utility overage collections — Portfolio Contract Values In Debt filter for overage lines
Bookings — Utility overage collections — Payment Plan overage schedule lines after bill posting
Dashboard — Utility overage collections — Total debt KPI includes overage arrears after bill cycle
Analytics — Utility overage collections — Revenue / debt-aging skew from overage In Debt
Notifications — Utility overage collections — payment overdue alerts after monthly bill cycle
Operations — Utility overage collections — Departure-week overage arrears during turnover
Sales — Utility overage collections — Channel bookings with overage In Debt after bill posting
Tenants — Utility overage collections — With Debt segmentation includes overage lines
Listings — Utility overage collections — Unit sidebar debt from utility overage lines
Inbox — Utility overage collections — Tenant WhatsApp disputes on utility overage bills
AI Chat — Utility overage collections — Assistant In Debt totals include overage lines
Audit — Utility overage collections — Overage In Debt skews month-end exports
Legacy /properties URLs — Utility overage collections — Redirected-property booking overage arrears
Booking engine details — Utility overage collections — Engine-sourced bookings with overage In Debt
Entering Monthly Utility Bills hub — Full per-guide mesh for bill posting → collections
Handling a Late Payment hub — Collections after overage posts
Cancellation collections before void — Rent arrears on Canceled stays — not utility overage mesh
Reject/revert mistaken receipts hub — Duplicate overage transfers on Step 4b — finance-transactions-bulk-reject-selected-bar.png
Check-out ledger cleanup before refund — Duplicate overage transfer mistaken for unpaid line

Utilities Allocations — expanded row breakdown showing tenant overage per stay

Finance Contract Values — In Debt filter highlighting utility overage lines

Walkthrough: post supplier bills in Utilities, verify overage on Allocations, then collect on booking Payment Plan.

Check-out vs cancellation

Pair with other FAQ hub sections

Lifecycle exit questions pair with Managing a Check-out hub (completed stay → Ended), Cancelling a Booking hub (policy void → Canceled), Cancel Booking vs Delete Booking hub (real void vs mistaken row), Check-out collections before refund (departure-week arrears on Ended path), Cancellation collections before void (pre-cancel arrears on Canceled path), and Portfolio retirement decisions hub (Archive vs reservation actions). Hub parity: Common Workflows — Check-out vs cancellation · Glossary — Check-out vs cancellation hub. Full pairing matrix: FAQ section cross-reference.

Symptom	Likely wrong path	Fix
Guest never moved in but operator ran check-out flow	Managing a Check-out Ended	Cancelling a Booking — Step 4 → Canceled filter
Mid-stay policy void but operator used Ended	Step 7 on voided stay	Cancelling a Booking — Step 4 — hub: Check-out vs cancellation
Completed stay but Cancel booking was used	Canceled filter + refund dialog	Managing a Check-out — Step 7 — Ended status
Mistaken Add booking / training duplicate	Cancel booking or check-out	Delete Booking — Cancel Booking vs Delete Booking
Ready To Refund blocked on policy void	Check-out collections before refund mesh	Cancellation collections before void — Step 2 before Step 4
Utility overage on Canceled stay	Managing a Check-out — Step 6	Entering Monthly Utility Bills — Step 4

Common Workflows — Check-out vs cancellation — Hub matrix: Ended vs Canceled (workflows-cancel-booking-refund-modal-flow.mp4, bookings-cancel-booking-modal-refund-types.png, bookings-list-canceled-tab.png, bookings-detail-deposit-tab-ready-to-refund-toggle.png)
Managing a Check-out — Step 7 — Normal completed stay
Cancelling a Booking — Step 4 — Policy void with refund dialog
Bookings — Check-out vs cancellation — Cancel booking modal, Canceled / Ended filters
Finance — Check-out vs cancellation — Deposits refund queue on both paths
Dashboard — Check-out vs cancellation — Total debt KPI before lifecycle routing
Operations — Check-out vs cancellation — Turnover-week exit routing
Notifications — Check-out vs cancellation — Alert row-click before exit workflow
Analytics — Check-out vs cancellation — KPI skew when Canceled counted as departure
Utilities — Check-out vs cancellation — Utility overage on Canceled vs Ended
Sales — Check-out vs cancellation — Multicalendar after lifecycle exit
Tenants — Check-out vs cancellation — Tenant directory → booking status
Listings — Check-out vs cancellation — Unit Calendar after exit
Inbox — Check-out vs cancellation — Tenant early-departure messaging
AI Chat — Check-out vs cancellation — Validate assistant exit suggestions
Audit — Check-out vs cancellation — Month-end export reconciliation
Legacy /properties URLs — Check-out vs cancellation — Redirected-property bookings
Booking engine details — Check-out vs cancellation — Engine-sourced booking exits
FAQ — Cancel Booking vs Delete Booking — Void vs soft-archive cleanup
Cancellation collections before void — Pre-cancel rent arrears (not check-out mesh)
Check-out collections before refund — Departure-week arrears (not pre-cancel void)
Glossary — Deposit lifecycle status — Ready to Refund on both paths

Portfolio retirement decisions

Pair with other FAQ hub sections

Portfolio retirement pairs with Cancel Booking vs Delete Booking hub (reservation void vs soft-archive — workflows-cancel-booking-refund-modal-flow.mp4), Properties & Listings, Bookings, and Payments & Finance (ledger visibility after soft-archive #1897). Hub parity: Common Workflows — Portfolio retirement decisions. Full pairing matrix: FAQ section cross-reference.

Common Workflows — Portfolio retirement decisions — Hub matrix: Archive property vs Cancel booking vs Delete Booking (listings-archived-populated-table.png, listings-archived-unarchive-sidebar.png, bookings-cancel-booking-modal-refund-types.png, finance-transactions-type-summary-cards.png)
FAQ — Portfolio retirement decisions — Symptom table and three-way scope comparison
FAQ — Archive a property — Edit property danger zone Archive / Unarchive (listings-archived-unarchive-sidebar.png)
FAQ — Cancel Booking vs Delete Booking — Reservation void vs soft-archive (bookings-list-canceled-tab.png, workflows-cancel-booking-refund-modal-flow.mp4)
FAQ — Manual payments after Delete Booking — Manual Transactions hidden after soft-archive (#1897)
Glossary — Archived property — Building-level retirement on Listings → Archived
Glossary — Archived booking ledger visibility — System vs Manual Transactions after Delete Booking
Manual block hygiene — Portfolio sunsetting before building Archive
Manual block hygiene — Portfolio retirement decisions — Portfolio sunsetting after hold cleanup (Step 5)
Cancelling a Booking — Portfolio retirement decisions — Cancel booking for real voids — not Delete Booking (Step 4)
Managing a Check-out — Portfolio retirement decisions — Last departure before building Archive (Step 7)
Onboarding a New Property — Portfolio retirement decisions — Unarchive mistaken go-live Archive (Step 7)
Processing a New Booking — Portfolio retirement decisions — Delete Booking on duplicate imports — not building Archive (Step 1)
Entering Monthly Utility Bills — Portfolio retirement decisions — Finish utility month-end before building Archive (Step 5)
Handling a Late Payment — Portfolio retirement decisions — Cancel booking for policy voids — not Delete Booking (Step 6)
Managing a Check-in — Portfolio retirement decisions — Upcoming arrivals block mistaken building Archive (Step 1)
Notification triage — Portfolio retirement decisions — Alert row-click before retirement scope choice (Step 4)
Resetting a Management User Password — Portfolio retirement decisions — Lockout-delayed retirement catch-up after Step 3
Using in-app support — Portfolio retirement decisions — Archive / Unarchive or Delete Booking guard defects

Deposit missing on Finance Deposits

Pair with other FAQ hub sections

Missing deposit rows pair with Payments & Finance, Why do I not see a deposit on Finance Deposits?, Partly collected security deposit (Partial paid card empty until range clears), Lockout catch-up after password recovery (older move-outs missed during lockout), Processing a New Booking hub (Step 5 confirmation deposit triage), Managing a Check-in hub (Step 3 move-in deposit triage), Managing a Check-out hub (Step 5 refund triage), Handling a Late Payment hub (widen range before deposit vs rent Partial Paid at Step 1), Cancelling a Booking hub (Step 3 deposit settlement when row is hidden), and Check-out collections before refund (rent arrears — not date-range hiding). Hub parity: Deposit missing on Finance Deposits hub · Common Workflows — Deposit missing on Finance Deposits · Glossary — Deposit missing on Finance Deposits hub · Glossary — Finance Deposits date range hub. Full pairing matrix: FAQ section cross-reference.

Symptom	Likely cause	Fix
Row on booking Deposit but missing on Finance → Deposits	Default ~3 months toolbar date range	Clear date range selection or widen from / to, then Search (`finance-deposits-date-range-clear-flow.mp4`)
Mark disputed / Resolve dispute chips missing	Dispute actions only render on visible rows	Clear or widen toolbar range before portfolio dispute triage
Lifecycle card counts look too low	Cards scope to the active date window	Clear range before month-end deposit sign-off — Portfolio KPI review — Step 7
Partial paid card empty but booking Deposit shows shortfall	Range excludes the stay — not “no shortfalls”	Clear range first, then Partly collected security deposit
Older move-outs surfaced during lockout catch-up	Delayed refund/dispute triage	Lockout catch-up after password recovery — Clear toolbar range before Partial paid card

Common Workflows — Deposit missing on Finance Deposits — Hub matrix: toolbar date range vs booking Deposit tab (finance-deposits-date-range-toolbar-default.png, finance-deposits-date-range-clear-flow.mp4)
FAQ — Deposit missing on Finance Deposits — Symptom table and dispute chip triage (finance-deposits-date-range-toolbar-cleared.png, bookings-detail-deposit-tab-disputed-state.png)
Glossary — Finance Deposits date range hub — Surface table + per-guide/module mesh reciprocal hub
Glossary — Finance Deposits date range — Short definition and visual quick-reference row
Finance — Deposits tab — Portfolio refund queue and Export
Glossary — Deposit dispute — Mark disputed / Resolve dispute when range hides older check-outs
Managing a Check-out — Step 5 — Clear range before Ready to refund triage
Portfolio KPI review — Step 7 — Month-end deposit sign-off
Managing a Check-out — Deposit missing on Finance Deposits — Canonical Step 5 refund triage after clearing range
Cancelling a Booking — Deposit missing on Finance Deposits — Step 3 deposit settlement when row is hidden
Processing a New Booking — Deposit missing on Finance Deposits — Confirmation deposit on Deposit tab after Step 5
Managing a Check-in — Deposit missing on Finance Deposits — Move-in deposit triage on Step 3 before Partial paid card
Handling a Late Payment — Deposit missing on Finance Deposits — Widen range before deposit vs rent Partial Paid at Step 1
Notification triage — Deposit missing on Finance Deposits — Payment alert row-click when Finance row is hidden (Step 4)
Onboarding a New Property — Deposit missing on Finance Deposits — First check-out deposit triage after Step 7 go-live
Entering Monthly Utility Bills — Deposit missing on Finance Deposits — Departure-week deposit release after utility month-end (Step 5)
Portfolio KPI review — Deposit missing on Finance Deposits — Month-end sign-off backlog (Step 7)
Manual block hygiene — Deposit missing on Finance Deposits — Deposit row hidden when debt KPIs stay high after holds cleared (Step 5)
Resetting a Management User Password — Deposit missing on Finance Deposits — Lockout-delayed older move-outs after Step 3
Using in-app support — Deposit missing on Finance Deposits — Self-serve range triage before Finance module tickets
Bookings — Deposit missing on Finance Deposits — Deposit tab vs Finance portfolio row
Finance — Deposit missing on Finance Deposits — Deposits tab toolbar Clear date range selection
Dashboard — Deposit missing on Finance Deposits — Total debt KPI before Finance drill-down
Operations — Deposit missing on Finance Deposits — Turnover-week deposit triage
Notifications — Deposit missing on Finance Deposits — Alert row-click when Finance row hidden
Analytics — Deposit missing on Finance Deposits — Lifecycle card counts before month-end sign-off
Utilities — Deposit missing on Finance Deposits — Departure-week deposit release after utility month-end
Sales — Deposit missing on Finance Deposits — Channel-import departures vs Finance row
Tenants — Deposit missing on Finance Deposits — Tenant directory → booking Deposit tab
Listings — Deposit missing on Finance Deposits — First check-out deposit triage after go-live
Inbox — Deposit missing on Finance Deposits — Tenant deposit dispute messaging
AI Chat — Deposit missing on Finance Deposits — Validate assistant deposit suggestions
Audit — Deposit missing on Finance Deposits — Month-end export sign-off
Legacy /properties URLs — Deposit missing on Finance Deposits — Redirected-property booking deposit triage
Booking engine details — Deposit missing on Finance Deposits — Engine-sourced booking deposit triage

Finance Deposits — default date range on the toolbar (about the last three months)

Finance Deposits — date range cleared so portfolio triage includes older move-outs

Walkthrough: open Finance → Deposits with the default toolbar range, click Clear date range selection, then review the widened portfolio table.

Walkthrough: booking Deposit tab shows deposit data → Finance → Deposits default toolbar range with tenant search (row hidden) → Clear date range selection → portfolio row appears.

Partly collected security deposit

Pair with other FAQ hub sections

Deposit shortfalls pair with Payments & Finance, How do I find bookings where the security deposit is only partly collected?, Deposit missing on Finance Deposits (Partial paid card empty until toolbar range clears), Deposit dispute hub (shortfall vs dispute freeze contrast), Handling a Late Payment hub (deposit vs rent Partial Paid at Step 1), Processing a New Booking hub (confirmation shortfall after Step 5), Managing a Check-in hub (chase remaining before Step 4), Cancelling a Booking hub (settlement math on shortfall deposits at Step 2 / Step 3), and Managing a Check-out hub (Ready To Refund blocked until Fully Paid). Hub parity: Glossary — Partly collected security deposit hub. Full pairing matrix: FAQ section cross-reference.

Symptom	Likely wrong path	Fix
Amber badge on Payment Plan rent line	Rent collections mesh	Open booking Deposit tab — security deposit, not scheduled rent
Partial paid lifecycle card shows zero rows	Toolbar date range excludes the stay	Deposit missing on Finance Deposits — clear range first
Ready To Refund toggle disabled at departure	Rent/fee arrears on Payment Plan	Check-out collections before refund — not deposit shortfall alone
Deposit shortfall at move-in	Departure inspection mesh	Managing a Check-in — Step 3 — chase remaining before key handover
Partially paid badge or partial filter wrong	Product defect after self-serve triage	Using in-app support — Partly collected security deposit — Finance module ticket

Common Workflows — Partly collected security deposit — Hub matrix: deposit Partial paid card vs rent Payment Plan lines (finance-deposits-lifecycle-partial-paid-card.png, finance-deposits-partial-collection-walkthrough.mp4)
Glossary — Partly collected security deposit hub — Surface table + per-guide/module mesh reciprocal hub
Glossary — Partly collected security deposit — Short definition and visual quick-reference row
FAQ — Partly collected security deposit — Decision table and per-booking Deposit tab badge (bookings-detail-deposit-tab-partial-badge.png)
Finance — Deposit lifecycle status cards — Partial paid card for portfolio triage (#2091)
Finance — Deposit status filter — Other filters → Deposit status → Partial paid on Bookings / Finance
Bookings — Deposit tab — Amber Partially paid badge and remaining helper
Processing a New Booking — Step 5 — First confirmation deposit shortfall after go-live
Managing a Check-in — Step 3 — Chase remaining before key handover
Processing a New Booking — Partly collected security deposit — Confirmation deposit shortfall after Step 5
Managing a Check-in — Partly collected security deposit — Chase remaining before key handover
Handling a Late Payment — Partly collected security deposit — Deposit vs rent Partial Paid at Step 1
Cancelling a Booking — Partly collected security deposit — Settlement math on shortfall deposits
Portfolio KPI review — Partly collected security deposit — Month-end deposit sign-off (Step 7)
Managing a Check-out — Partly collected security deposit — Inspection shortfall before Ready to Refund (Steps 3–5)
Entering Monthly Utility Bills — Partly collected security deposit — Month-end Partial paid card alongside utility close
Notification triage — Partly collected security deposit — Deposit alert row-click opens Deposit tab (Step 4)
Onboarding a New Property — Partly collected security deposit — First confirmation deposit shortfall after go-live
Manual block hygiene — Partly collected security deposit — Partial paid card when debt KPIs stay high after holds cleared (Step 5)
Resetting a Management User Password — Partly collected security deposit — Lockout-delayed deposit triage after Step 3
Using in-app support — Partly collected security deposit — File Finance module tickets when partial filter or badge behaviour is wrong
Glossary — Deposit lifecycle status — depositStatus pill vocabulary
Glossary — Deposit dispute — Contested retention on Fully Paid deposits — distinct mesh
Deposit dispute hub — Shortfall vs dispute freeze contrast

Finance Deposits — Partial paid lifecycle card selected, narrowing rows to partly collected deposits

Booking detail — Deposit tab Initial Deposit row with amber Partially paid badge and remaining helper

Walkthrough: click the Partial paid lifecycle card on Finance → Deposits, open a partly collected row, then review the amber Partially paid badge on the booking Deposit tab.

Key glossary terms

Pair with other FAQ hub sections

Glossary rows here pair with Glossary cluster cross-reference, Support — Key glossary terms, and per-topic FAQ sections (Payments & Finance, Bookings, Operations). Receipt disputes: Common Workflows — Reject/revert mistaken receipts. Full pairing matrix: FAQ section cross-reference.

FAQ — Permission denied toast — RBAC toast on save; greyed + Create New rows vs surprise 403 on visible buttons
Glossary — Permission denied toast — Localized management UI replacement for generic Forbidden resource
Glossary — Dashboard KPI cards — Listings, Today, Total Debt, Monthly Revenue on post-login / (vs Finance Overview seven-card strip)
Glossary — Credit note (payment reject/revert) — Reject/revert modals and external accounting follow-up; concept walkthrough: Payment Allocation — Correcting mistaken receipts; workflow hub: Common Workflows — Reject/revert mistaken receipts
Glossary — Tenant category — Profile assignment, portfolio filters on Bookings / Tenants / Finance, and Finance cache parity (FAQ)
FAQ — Assign tenant category for direct booking — Add booking has no category field; assign on Tenants → Tenant Info or + Create New → Tenant before contract mail
Glossary — Notification row navigation — /notifications row-click target-field order and bell General contrast
Glossary — Notification row navigation hub — Surface table + per-guide/module mesh reciprocal hub
Glossary — Payment notification (operator) — Email + in-app opt-in layers and payment received vs payment overdue vs Pending manual in-payment row types
Glossary — Pending manual in-payment (Finance) — Why Manual Payments KPI and Total Debt lag until Approve payments clears the ledger
Glossary — Pending manual in-payment (Finance) hub — Surface table + per-guide/module mesh reciprocal hub
FAQ — Manual receipt still pending — Amber Pending chip triage on Finance → Transactions; Overview card is not the approval queue
Glossary — Deposit dispute — Contested deposit retention before refund
Glossary — Partly collected security deposit — Paid above zero but below Amount on security deposit; distinct from rent Partial Paid
Glossary — Partly collected security deposit hub — Surface table + per-guide/module mesh reciprocal hub
Glossary — Deposit lifecycle status — Payment-driven depositStatus pill on booking Deposit tab and Finance → Deposits rows
Glossary — End-of-Booking cost split — Charge Time → End of Booking splits daily overage across every occupied unit; still-staying roommates stay in the denominator (#2111)
Glossary — Change history — Operator-initiated edits on Listings setup and Bookings Changelog; create-time defaults excluded (#2093)
Glossary — Archived booking ledger visibility — Delete Booking hides manual/provider_platform rows on Finance → Transactions; vIBAN and credit card stay visible (#1897)
FAQ — Manual payments after Delete Booking — Why transfer, cash, and provider platform rows vanish after soft-archive (#1897)
FAQ — Communication or Tickets load failure — Refresh / Retry on one booking tab without blocking the others (bookings-detail-communication-tab-whatsapp-thread.png, bookings-detail-tickets-tab.png)
FAQ — Directory list load failures — Retry / Try again on first-fetch directory failures; not the normal empty state (notifications-module-load-failure.png, audit-manual-blocks-load-failure.png, dashboard-partial-data-load-failure.png)
Glossary — Directory list load failures — Whole-module vs booking-sidebar tab recovery table
Glossary — Vacant Unit Preference — Include manual blocks counts operator holds as free on Dashboard / Sales vacancy surfaces (#1427)
Bookings — Provider platform payment — Non-rejected provider platform in-payment blocks Delete Booking until Reject or assign (#2076)
FAQ — Delete Booking on integration reservation — Error toast, Reject path, and assign alternative (#2076)
Listings — Property edit sidebar pills — Setup / Full integration / Photos pills on property and unit edit sidebars; replaced the old Go to details shortcut (#2082)
Glossary — Finance tenant category cache refresh — Recategorizing a tenant on Tenants → Tenant Info force-refreshes Finance caches so Contract Values, Overview, and Deposits filters match within seconds (#2088)
Glossary — SIMAR water contract ID — SIMAR (Loures e Odivelas) water bills use Cód. Local in Connections — not Nº de Contador; leading zeros stripped (#2110)
FAQ — SIMAR water bill property match — AI reader + Connections troubleshooting when a SIMAR PDF lands on the wrong property (#2110)
Glossary — Per-booking maintenance ticket opt-out — Add booking checkboxes skip automatic CI/CO tickets for one reservation only; property rule unchanged (#1140)
FAQ — Cancel Booking vs Delete Booking — Cancel for real stays with settlement; Delete soft-archives mistaken/test rows (#1897 / #2076)
Glossary — Archived property — Building-level Archive on Listings; distinct from Delete Booking — Listings — Archived properties
FAQ — Portfolio retirement decisions — Archive property (building) vs Cancel booking vs Delete Booking (reservation soft-archive) — three-way decision table
Finance — Deposit lifecycle status cards — Deposit lifecycle status row on Finance → Deposits; click Partial paid for collection shortfalls (#2091)
Finance — Deposit status filter — Other filters → Deposit status multi-select on Bookings and Finance (#2090)
Operations — Tickets toolbar search — Paste the full sequential ticket ID (for example S259, T27) in toolbar Search (#2074)
FAQ — Find a ticket by its ID — Full S259 / T27 paste habit; distinct from Vivin support inbox (#2074)
FAQ — Skip automatic check-in/out tickets for one booking — Add booking CI/CO opt-out without changing the property rule (#1140)
Operations — Property-level ticket search — Property-name matches share the top relevance tier with unit hits; building-scoped rows float first under an active Property filter (#2089)
Glossary — Invoiced floor (rent) — Rent decreases blocked below exported invoice totals; full hub: Invoiced floor (rent) hub
FAQ — Lower rent below invoiced — Change monthly rent clamps months; Contract Values → Edit amount disables Save under the invoiced floor
FAQ — Fixed rent on variable unit — Variable listing + equal contract months → booking Monthly rent headline is fixed; listing stays variable
Glossary — Hostkit — Per-listing API keys, FR invoice series, and bulk Issue allocation pacing
FAQ — Bulk Hostkit invoicing slow — Large Invoice selected runs may take minutes; refresh before duplicate Issue allocation
Glossary — Notification row navigation — Dashboard bell and /notifications row-click behaviour
Glossary — Communication schedule — Emails toolbar calendar for lifecycle outreach referenced in communication FAQ
Glossary — Finance Deposits date range — Toolbar default window on Finance → Deposits during check-out and deposit-dispute FAQ
Glossary — Same-day turnover — Shared-unit arrival/departure overlap across lifecycle and Operations FAQ
FAQ — Same-day turnovers — Four-step habit: Check-in & Check-out lists → turnover ticket → Timeline / Multicalendar overlap → access times
FAQ — Archive a property — Edit property sidebar danger zone Archive / Unarchive; bookings and finance history remain
FAQ — Partly collected security deposit — Partial paid lifecycle card + Other filters → Deposit status; distinct from Partial Paid rent on Payment Plan
FAQ — AI token usage — Poll GET /ai-usage / GET /ai-usage/summary; landlord_chat + utility_bill_extraction; internal USD cost only
FAQ — Tenant contract signing blocked — No PDF yet, mandatory Your Details gates, category locks, or Lease purpose; portal signing vs paper upload on Contract Info
FAQ — Automatic check-in email — Trigger matrix, 15-day cutoff, paper upload vs portal signing, Nuki-only toggle, Send / Resend on Contract Info
FAQ — SIMAR water bill property match — Cód. Local in Connections — not Nº de Contador; strip leading zeros (#2110)
FAQ — WhatsApp and email per booking — Bookings → Communication vs Inbox / bell Inbox sub-tab (bookings-detail-communication-tab-whatsapp-thread.png, inbox-module-overview.png, inbox-module-triage-flow.mp4); hub: Common Workflows — WhatsApp per-booking messaging
FAQ — Deposit missing on Finance Deposits — Default ~3 months date range; clear or widen before triaging older move-outs or dispute row actions
FAQ — Pending manual in-payment on /notifications — Alert persists until Approve payments clears Finance or booking Transactions
FAQ — Payment alert to receivables triage — Row-click Ongoing/Ended payment overdue before Debt Aging (notifications-row-navigation-flow.mp4, finance-overview-debt-aging-walkthrough-flow.mp4)
FAQ — Confirmation alert triage — Row-click Upcoming Booking created / Payment received before bulk mark-read (bookings-detail-transactions-approve-payment-modal.png)
FAQ — Dashboard Total Debt subtitle — Post-login Total Debt card headline vs >15 days subtitle; ongoing bookings only
FAQ — Uncovered Debt KPI — Finance Total Debt minus deposit offsets; pair with Debt Aging and In debt drill-down
FAQ — Finance Income status drill-down — Income chart segments vs Debt Aging booking rows on Finance → Overview
FAQ — Bookings that owe money — Top debtors and overdue buckets; Total Debt KPI is not a table
FAQ — Analytics (KPI workspace) — Portfolio KPIs vs Sales/Listings/Dashboard; load-failure Try again
FAQ — Assign tenant category for direct booking — Add booking has no category field; assign on Tenants → Tenant Info before Step 4
FAQ — Bulk Hostkit invoicing slow — Issue allocation / Invoice selected batches pace Hostkit and retry HTTP 429; refresh Transactions before re-issuing

Concepts & integrations

Pair with other FAQ hub sections

Concept escalations pair with API Reference for partner HTTP (distinct from Vivin support tickets). Tenant-facing issues: Tenant Portal + FAQ — Tenant Portal & Mobile App. External AI: Landlord MCP vs Tenant MCP. Full pairing matrix: FAQ section cross-reference.

Payment Allocation — Two-layer receipts, invoiced-floor rent edits, Pending manual approval month-end habit, and credit note reject/revert warnings
Booking Lifecycle — Computed Upcoming → Ongoing → Ended / Canceled status model, list filters, and Timeline
Services Marketplace — Ancillary charges distinct from rent FAQ answers; segment gates: Settings > Tenant categories
Tenant Portal — Tenant-facing access, payments, and contract signing when FAQ answers involve portal behaviour; Portal access by tenant category
Tenant MCP — Booking-scoped automation paired with AI & Automation MCP answers
Landlord MCP — Account-scoped automation paired with AI & Automation MCP answers
Automation & AI — Distinguish product automation issues from platform outages in troubleshooting FAQ

Settings that shape troubleshooting

Pair with other FAQ hub sections

Account-wide defaults here pair with Account Settings — Tab cross-reference and FAQ — Settings & tenant communications. Channel sync: Integration field capability + Integrations & Distribution. Full pairing matrix: FAQ section cross-reference.

Settings > Integration field capability — Partner payload matrix when channel sync questions appear in troubleshooting
Settings > Subscription — Billing FAQ cross-link for platform fees and card-on-file
Settings > Emails — Communication Rules, lifecycle templates, and Communication schedule answers in email troubleshooting FAQ

Self-serve workflows

Pair with other FAQ hub sections

Operational self-serve pairs with Common Workflows — Workflow cross-reference, Confirmation to check-in handoff (reservation → arrival-week), and Support — Self-serve before opening a ticket. Month-end debt: Portfolio KPI review. Alert backlog: Notification triage → Handling a Late Payment — Step 1. Full pairing matrix: FAQ section cross-reference.

Handling a Late Payment — Step 1 — Identify overdue charges when a payment overdue alert row-click brought you here (section cross-reference; Deeper workflow reads; hub)
Notifications — Payment overdue alerts — Operator Payments category rows and row-click navigation into the related booking
Notification triage — Row-click from /notifications into bookings before you approve pending receipts (Step 4, Step 5) (section cross-reference; Deeper workflow reads; hub)
Common Workflows — Pending manual receipt approval — Non-linear habit matrix when payment alerts, month-end KPIs, or ledger Pending disagree
Common Workflows — Reject/revert mistaken receipts — Duplicate or wrong-booking receipts and credit note accounting follow-up
Portfolio KPI review — Month-end reconciliation when Analytics FAQ answers disagree with Finance (section cross-reference; Deeper workflow reads; hub)
Managing a Check-out & Deposit Refund — Step-by-step deposit settlement when FAQ answers point to move-out (section cross-reference; Deeper workflow reads; hub)

Deeper workflow reads

Pair with other FAQ hub sections

Workflow reads pair with Self-serve workflows and Common Workflows — Workflow cross-reference. Meta-hubs reciprocate: Support — Deeper workflow reads, Glossary — Deeper workflow reads. Full pairing matrix: FAQ section cross-reference.

Handling a Late Payment — Full collections workflow when FAQ payment answers point to overdue receivables (section cross-reference; Deeper API reads; hub)
Notification triage — Row-click from /notifications before approving pending receipts (section cross-reference; Deeper API reads; hub)
Portfolio KPI review — Month-end reconciliation when Analytics FAQ answers disagree with Finance (section cross-reference; Deeper API reads; hub)
Managing a Check-out & Deposit Refund — Deposit settlement when FAQ answers point to move-out (section cross-reference; Deeper API reads; hub)
Common Workflows — Reject/revert mistaken receipts — Hub matrix for credit note follow-up (Workflow cross-reference; hub)

Module documentation hubs

Pair with other FAQ hub sections

Module hubs pair with Modules — Module cross-reference and Using in-app support — Module picker layout. Payment overdue alerts: Notifications — Payment overdue alerts. WhatsApp triage: Inbox. Full pairing matrix: FAQ section cross-reference.

Utilities module — Bills Included ceiling model, Connections, AI bill upload, and tenant overage charges on payment plans (guide subsection index; section cross-reference; Deeper workflow reads; hub)
Operations module — Maintenance tickets, cash flows, check-in/out coordination, Draft ticket queues, and linked cash flows (guide subsection index; section cross-reference; Deeper workflow reads; hub)
Dashboard module — Post-login Today, Total debt, Vacant Units, and forecast KPI snapshot with bell notification triage (guide subsection index; section cross-reference; Deeper workflow reads; hub); see also FAQ — Analytics vs Dashboard
Analytics module — Month-range portfolio KPI charts (Overview, Revenue, Occupancy, ADR, RevPAR, Maintenance) with rankings and heatmaps (guide subsection index; section cross-reference; Deeper workflow reads; hub)
Listings module — Property wizard, Channels tab, Archived inventory, and unit management (guide subsection index; section cross-reference; Deeper workflow reads; hub)
Properties workspace — Legacy /properties URL redirects into Listings (guide subsection index; section cross-reference; Deeper workflow reads; hub)
Booking engine details — Rich marketplace payload editor via the Full integration pill (guide subsection index; section cross-reference; Deeper workflow reads; hub)
Finance module — Portfolio ledgers (Overview, Income, Contract Values, Transactions, Payouts, Deposits) with payment approval and deposit settlement (guide subsection index; section cross-reference; Deeper workflow reads; hub); see credit note answers in payment troubleshooting
Tenants module — Tenant directory, profile sidebars, With Debt segmentation, and table expand for linked bookings (guide subsection index; section cross-reference; Deeper workflow reads; hub)
Sales module — Portfolio availability, monthly rent editing, and channel manager connections (guide subsection index; section cross-reference; Deeper workflow reads; hub)
Inbox module — Portfolio-wide WhatsApp workspace with Dashboard bell Inbox sub-tab deep links (guide subsection index; section cross-reference; Deeper workflow reads; hub)
Notifications module — Full /notifications history with search, filters, and row-click navigation (guide subsection index; section cross-reference; Deeper workflow reads; hub); see Payment overdue alerts and In-app notification preferences for bell behaviour
Bookings module — Lifecycle, Communication, and Deposit tabs opened from notification row-click navigation (guide subsection index; section cross-reference; Deeper workflow reads; hub)
AI Chat module — Vivin-internal AI Assistant using Landlord MCP tools for portfolio Q&A (guide subsection index; section cross-reference; Deeper workflow reads; hub)
Audit module — Portfolio-wide Manual Blocks and Discounts contract-value review (guide subsection index; section cross-reference; Deeper workflow reads; hub); see also Audit — Discounts tab for repricing export disputes
Account Settings — Workspace-wide financial policies, templates, integrations, and operational defaults (hub subsection index; section cross-reference; Deeper workflow reads; hub)
API Reference hub — Partner HTTP contracts, Swagger onboarding, and partial vs full feeds (hub subsection index; section cross-reference; Deeper workflow reads; hub)

Navigation & shortcuts
- Why do I see “You do not have permission to perform this action”?
- How do Claude or ChatGPT connectors sign in to Landlord MCP?
- Where do I configure Landlord MCP API keys and tool permissions?
Navigation & shortcuts (mobile)
- Why does my phone only show Operations?
Notifications & alerts
- Why does clicking a notification on /notifications open a booking or tenant?
- I enabled payment notifications on Preferences but I still don’t get emails when a tenant pays.
- I see payment emails but no matching row on /notifications (or the Dashboard bell).
- Why do I still see “Pending manual in-payment” on /notifications after I recorded a receipt?
Settings & tenant communications
Analytics (KPI workspace)
Bookings
- Communication or Tickets won't load inside a booking — what should I do?
- Wrong tenant on a booking
- Why does Delete Booking fail on an integration reservation?
- Why does Delete Booking fail with a VIVIN credit card or Virtual IBAN message?
- Why doesn't the booking Changelog list every field Vivin stored at creation?
- Why does a booking show fixed monthly rent when the unit is variable?
- Where do I assign a tenant category for a new direct booking?
- Why can't I lower rent below what was already invoiced?
- What happens when I reject or revert an incoming payment?
- Why is my manual receipt still pending after I recorded it?
Payments & Finance
- When should I use Cancel Booking vs Delete Booking?
- Why did manual or provider platform payments disappear from Finance → Transactions after Delete Booking?
- What does Finance Overview “Income status” show, and how do I open the debt list?
- What does Finance Overview “Cash flow forecast” show, and how do I open the All payments modal?
- How do I triage a payment overdue alert before opening Finance Debt Aging?
- How do I triage an Upcoming confirmation alert before marking notifications read?
- How do I see which bookings owe money right now?
- What does Dashboard Total Debt subtitle mean?
- What is Uncovered Debt on Finance Overview?
- Uncovered Debt KPI
- Why doesn't Finance → Other filters list every tenant category?
- Why doesn't WhatsApp Genius recognize my number?
- Why don't Genius or AI Chat revenue numbers match Analytics?
- Why does the tenant portal show a different deposit refund amount?
- Why is bulk Hostkit invoicing slow?
- How do I find bookings where the security deposit is only partly collected?
- Why do I not see a deposit (or dispute row actions) on Finance → Deposits?
Properties & Listings
- Why doesn’t Vacant Units show a unit that only has a manual block?
- Portfolio retirement: Archive property, Cancel booking, or Delete Booking?
- How do I archive a property (or bring one back)?
Operations
- How do I handle same-day turnovers?
- Can I skip automatic check-in/out tickets for one booking?
- How do I find a ticket by its ID?
Management Account Access
Platform subscription (Vivin billing)
Help & Vivin support
- A list page shows “Failed to load …” instead of my data — what should I do?
Tenant Portal & Mobile App
- Why don't tenants see entry codes on portal Home?
- Why can't a tenant sign the contract in the portal?
- Why didn't the automatic check-in email send?
Integrations & Distribution
AI & Automation
- How do I see AI token usage for my account?
- Bot reasoning (audit)
- ChatBot settings
- Where do I read WhatsApp and email for one booking?
Services Marketplace
Notifications
Utilities
- Why didn't my SIMAR water bill match the property?
FAQ subsection cross-reference
FAQ section cross-reference
Related
- Setup sequence after go-live
- Documentation map & escalation
- Navigation & bookmarks
- Lockout catch-up after password recovery
- Walkthrough media
- Portfolio segmentation by tenant category
- WhatsApp per-booking messaging
- Finance debt receivables triage
- Finance debt receivables triage
- Finance Income status drill-down
- Cash flow forecast drill-down
- Pending manual receipt approval
- Payment notification (operator)
- Occupancy KPI to block hygiene handoff
- Processing a New Booking
- Managing a Check-in
- Managing a Check-out
- Cancelling a Booking
- Entering Monthly Utility Bills
- Handling a Late Payment
- Handling a Late Payment collections
- Pending manual receipt approval
- Credit note warning (reject/revert)
- Reject/revert mistaken receipts
- Booking sidebar tab load failures
- Payment alert to receivables triage
- Confirmation alert triage
- Invoiced floor (rent)
- Rent reduction after invoicing
- Directory list load failures
- Fixed invoice date reminder
- Month-end invoicing (fixed date)
- Hostkit
- Bulk Hostkit invoicing
- Notification row-click navigation
- Wrong tenant on a booking
- Cancel Booking vs Delete Booking
- Same-day turnover coordination
- New inventory to first booking handoff
- Property setup to first arrival handoff
- Confirmation to check-in handoff
- Check-in to check-out handoff
- Check-out final utilities handoff
- Check-out collections before refund
- Check-out ledger cleanup before refund
- Cancellation collections before void
- Deposit lifecycle status
- Deposit dispute
- Utility overage collections
- Check-out vs cancellation
- Portfolio retirement decisions
- Deposit missing on Finance Deposits
- Partly collected security deposit
- Key glossary terms
- Concepts & integrations
- Settings that shape troubleshooting
- Self-serve workflows
- Deeper workflow reads
- Module documentation hubs

Navigation & shortcuts​

Why do I see “You do not have permission to perform this action”?​

How do Claude or ChatGPT connectors sign in to Landlord MCP?​

Where do I configure Landlord MCP API keys and tool permissions?​

Navigation & shortcuts (mobile)​

Why does my phone only show Operations?​

Notifications & alerts​

Why does clicking a notification on /notifications open a booking or tenant?​

I enabled payment notifications on Preferences but I still don’t get emails when a tenant pays.​

I see payment emails but no matching row on /notifications (or the Dashboard bell).​

Why do I still see “Pending manual in-payment” on /notifications after I recorded a receipt?​

Settings & tenant communications​

Analytics (KPI workspace)​

Bookings​

Communication or Tickets won't load inside a booking — what should I do?​

Wrong tenant on a booking​

Why does Delete Booking fail on an integration reservation?​

Why does Delete Booking fail with a VIVIN credit card or Virtual IBAN message?​

Why doesn't the booking Changelog list every field Vivin stored at creation?​

Why does a booking show fixed monthly rent when the unit is variable?​

Where do I assign a tenant category for a new direct booking?​

Why can't I lower rent below what was already invoiced?​

What happens when I reject or revert an incoming payment?​

Why is my manual receipt still pending after I recorded it?​

Payments & Finance​

When should I use Cancel Booking vs Delete Booking?​

Why did manual or provider platform payments disappear from Finance → Transactions after Delete Booking?​

What does Finance Overview “Income status” show, and how do I open the debt list?​

What does Finance Overview “Cash flow forecast” show, and how do I open the All payments modal?​

How do I triage a payment overdue alert before opening Finance Debt Aging?​

How do I triage an Upcoming confirmation alert before marking notifications read?​

How do I see which bookings owe money right now?​

What does Dashboard Total Debt subtitle mean?​

What is Uncovered Debt on Finance Overview?​

Uncovered Debt KPI​

Why doesn't Finance → Other filters list every tenant category?​

Why doesn't WhatsApp Genius recognize my number?​

Why don't Genius or AI Chat revenue numbers match Analytics?​

Why does the tenant portal show a different deposit refund amount?​

Why is bulk Hostkit invoicing slow?​

How do I find bookings where the security deposit is only partly collected?​

Why do I not see a deposit (or dispute row actions) on Finance → Deposits?​

Properties & Listings​

Why doesn’t Vacant Units show a unit that only has a manual block?​

Portfolio retirement: Archive property, Cancel booking, or Delete Booking?​

How do I archive a property (or bring one back)?​

Operations​

How do I handle same-day turnovers?​

Can I skip automatic check-in/out tickets for one booking?​

How do I find a ticket by its ID?​

Management Account Access​

Platform subscription (Vivin billing)​

Help & Vivin support​

A list page shows “Failed to load …” instead of my data — what should I do?​

Tenant Portal & Mobile App​

Why don't tenants see entry codes on portal Home?​

Why can't a tenant sign the contract in the portal?​

Why didn't the automatic check-in email send?​

Integrations & Distribution​

AI & Automation​

How do I see AI token usage for my account?​

Bot reasoning (audit)​

ChatBot settings​

Where do I read WhatsApp and email for one booking?​

Services Marketplace​

Notifications​

Utilities​

Why didn't my SIMAR water bill match the property?​

FAQ subsection cross-reference​

FAQ section cross-reference​

Related​

Setup sequence after go-live​

Documentation map & escalation​

Navigation & bookmarks​

Lockout catch-up after password recovery​

Walkthrough media​

Portfolio segmentation by tenant category​

WhatsApp per-booking messaging​

Finance debt receivables triage​

Finance debt receivables triage​

Navigation & shortcuts

Why do I see “You do not have permission to perform this action”?

How do Claude or ChatGPT connectors sign in to Landlord MCP?

Where do I configure Landlord MCP API keys and tool permissions?

Navigation & shortcuts (mobile)

Why does my phone only show Operations?

Notifications & alerts

Why does clicking a notification on `/notifications` open a booking or tenant?

I enabled payment notifications on Preferences but I still don’t get emails when a tenant pays.

I see payment emails but no matching row on `/notifications` (or the Dashboard bell).

Why do I still see “Pending manual in-payment” on `/notifications` after I recorded a receipt?

Settings & tenant communications

Analytics (KPI workspace)

Bookings

Communication or Tickets won't load inside a booking — what should I do?

Wrong tenant on a booking

Why does Delete Booking fail on an integration reservation?

Why does Delete Booking fail with a VIVIN credit card or Virtual IBAN message?

Why doesn't the booking Changelog list every field Vivin stored at creation?

Why does a booking show fixed monthly rent when the unit is variable?

Where do I assign a tenant category for a new direct booking?

Why can't I lower rent below what was already invoiced?

What happens when I reject or revert an incoming payment?

Why is my manual receipt still pending after I recorded it?

Payments & Finance

When should I use Cancel Booking vs Delete Booking?

Why did manual or provider platform payments disappear from Finance → Transactions after Delete Booking?

What does Finance Overview “Income status” show, and how do I open the debt list?

What does Finance Overview “Cash flow forecast” show, and how do I open the All payments modal?

How do I triage a payment overdue alert before opening Finance Debt Aging?

How do I triage an Upcoming confirmation alert before marking notifications read?

How do I see which bookings owe money right now?

What does Dashboard Total Debt subtitle mean?

What is Uncovered Debt on Finance Overview?

Uncovered Debt KPI

Why doesn't Finance → Other filters list every tenant category?

Why doesn't WhatsApp Genius recognize my number?

Why don't Genius or AI Chat revenue numbers match Analytics?

Why does the tenant portal show a different deposit refund amount?

Why is bulk Hostkit invoicing slow?

How do I find bookings where the security deposit is only partly collected?

Why do I not see a deposit (or dispute row actions) on Finance → Deposits?

Properties & Listings

Why doesn’t Vacant Units show a unit that only has a manual block?

Portfolio retirement: Archive property, Cancel booking, or Delete Booking?

How do I archive a property (or bring one back)?

Operations

How do I handle same-day turnovers?

Can I skip automatic check-in/out tickets for one booking?

How do I find a ticket by its ID?

Management Account Access

Platform subscription (Vivin billing)

Help & Vivin support

A list page shows “Failed to load …” instead of my data — what should I do?

Tenant Portal & Mobile App

Why don't tenants see entry codes on portal Home?

Why can't a tenant sign the contract in the portal?

Why didn't the automatic check-in email send?

Integrations & Distribution

AI & Automation

How do I see AI token usage for my account?

Bot reasoning (audit)

ChatBot settings

Where do I read WhatsApp and email for one booking?

Services Marketplace

Notifications

Utilities

Why didn't my SIMAR water bill match the property?

FAQ subsection cross-reference

FAQ section cross-reference

Related

Setup sequence after go-live

Documentation map & escalation

Navigation & bookmarks

Lockout catch-up after password recovery

Walkthrough media

Portfolio segmentation by tenant category

WhatsApp per-booking messaging

Finance debt receivables triage

Finance debt receivables triage