FAQ & Troubleshooting
Bookings
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 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. See Cancelling a Booking.
How do I handle an early departure? Update the booking end date to the actual departure date, then use "update span on plan" to recalculate the payment schedule. Future unpaid charges beyond the new end date are removed automatically. Be careful with room changes to avoid double billing. See Early Departures.
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. You'll need to create credit notes or manual adjustments in your accounting system.
Payments & Finance
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.
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 multi-select feature in the Transactions tab to match multiple bank transactions to bookings in bulk. This handles the majority of reconciliation work. For platform-specific payouts (where commissions are deducted), use the platform filters in the Transactions tab to isolate payments by channel. See Financial Reconciliation.
How do I check which tenants have provided their IBAN for deposit returns? The Deposits tab includes IBAN visibility filtering — you can quickly see which tenants have provided their IBAN and which are still missing it. Use the filters to isolate deposits pending return that are blocked on missing IBAN data. See Deposits > IBAN Visibility.
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
How do I change the cleaning fee timing (Monthly vs. Check-in vs. Confirmation)? The cleaning fee collection method defaults to "Monthly" during property creation and cannot be changed in the wizard. To change it, edit the property after creation and update it in Contract information.
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.
Can I see prices directly on the availability calendar? Yes. The Sales Overview calendar shows rent values directly on the calendar cells alongside occupancy and block status. You can also edit prices in bulk by selecting multiple rooms and months at once. See Sales Overview Calendar.
How can I tell the difference between a booking and a manual block on the calendar? The Sales Overview uses different colours for bookings versus manual blocks (renovations, owner use, etc.), so you can immediately distinguish between occupied and operationally blocked periods. See Sales Overview Calendar.
Operations
How do I handle same-day turnovers? When a check-out and check-in occur on the same day for the same unit, coordinate using the Operations > Check-in & Check-out tab. Ensure the cleaning ticket is created with a tight deadline and assigned to the right team member. Review the check-out and check-in times configured in Settings > General Information.
Why aren't automatic tickets being created for check-ins? Automatic ticket creation must be configured per property in Maintenances in the property edit view. Verify the required fields and that the check-in automation toggle is enabled.
Management Account Access
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.
The reset link says invalid or expired. What should I do? Request a new link at hub.vivin.app/reset-password, then complete the flow using the newest email link. See Troubleshooting: invalid or expired link/token.
Tenant Portal & Mobile App
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? Online payments require two settings to be enabled: the master toggle in Settings > Preferences and the per-property toggle "Property Payments Active" in Properties Workspace. Both must be on.
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.
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.
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
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.
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. VIVIN internal operators see Go to details in the header to edit the booking-engine fields (descriptions, amenities, rules, multilingual content). 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.
AI & Automation
What can the AI chatbot do? The chatbot provides 24/7 tenant support via chat, WhatsApp, and email. 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 Chat) to ask questions about occupancy, revenue, move-ins, and coliving overview. The VIVIN AI Assistant answers using your real data. See AI Chat Module.
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.
Does Vivin change my prices automatically? No. AI pricing suggestions are recommendations only. The system analyses market data, booking velocity, and seasonality to suggest optimal prices, but you always have final control over your rates. See Sales > Dynamic Pricing.
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.
Services Marketplace
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.
Notifications
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. The notification bell in the header shows unread count and recent items; click it to open the side panel, then use View all notifications to reach the full module at /notifications. There is no dedicated Notifications item in the left sidebar. See Notifications Module.
Utilities
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.