Get Help & Support

Finding your way on this page

Start with 1) Contact Vivin Support for email and in-app ticket entry points; check 2) Confirm active incidents during outages before filing duplicates. While waiting, use 3) Use docs quick links for self-serve troubleshooting — first-time admins should also work through Getting Started — Recommended Setup Sequence before duplicating setup tickets. Unfamiliar setup labels: Glossary — Setup sequence vocabulary. Self-serve troubleshooting during setup: FAQ & Troubleshooting). Tenant-facing escalations (portal access, contract signing, card pay-in): Tenant Portal and Tenant MCP (booking-scoped automation). Habit-specific shortcuts live under Related below.

First-time workspace setup

Complete Getting Started — Recommended Setup Sequence (steps 1–12 on Account Settings tabs per Recommended setup order, then steps 13–15 in Listings, Bookings, and Tenants) and Onboarding a New Property — Step 7 go-live verification before you open a setup defect ticket. Guided walkthrough of settings steps 4–12: Onboarding a New Property. When behaviour does not match expectations during setup, check FAQ — Navigation & shortcuts, FAQ — Settings & tenant communications, and FAQ — Help & Vivin support before filing. When sign-in was restored mid-setup, see Getting Started — Lockout catch-up after password recovery. Step-to-module ticket pairing: Setup sequence escalation. Workflow pairing after go-live: Setup sequence after go-live. Hub: Recommended setup order.

If you are blocked during onboarding or need urgent product help, use this escalation path:

1) Contact Vivin Support

Pair with other Support sections

Email and in-app ticket paths here pair with Using in-app support (permissions, drawer vs full inbox, attachments). Setup blocked on a tab save or wizard step: confirm you finished the matching Getting Started — Recommended Setup Sequence step and Account Settings — Recommended setup order row before filing — choose module Settings or Listings on the ticket when applicable. During suspected outages, continue to 2) Confirm active incidents before duplicating urgent emails.

If your organisation has Support access in the management app, you can also track tickets in-app — see Using in-app support for permissions, the New Support Ticket modal (subject, priority, module grid, description, attachments), mobile behaviour, and ?support=<ticketId> links that open the drawer from any module route. After you send a reply in the thread, you do not also email the support mailbox — Your reply emails the assigned teammate. After you send a reply in the thread, you do not also email the support mailbox — Your reply emails the assigned teammate.

In the product (desktop) you get a floating Help & Support control on every screen, and a full Support inbox under Account Settings — the same surfaces documented in the workflow guide:

When Vivin still owes a reply on one or more tickets (Pending response), the desktop FAB shows an amber count badge — see Using in-app support — Where to open Support.

On mobile, the same drawer opens from the chat icon in the top bar (see Using in-app support — Mobile behaviour).

Both the drawer and the full Support inbox at /settings/support use the same server-side search (subject, ticket number, and message text), sort (Last activity, Creation date, Due date, Priority), and status / Everyone / My tickets scope filters. Each surface loads tickets in batches of 20 and fetches more as you scroll. Last activity is the last message in the thread. On desktop, the Help & Support drawer pairs Active and Closed view chips with a detailed Status multi-select and a Sort by menu — chip and Status compose (for example Active + Status → [Pending]). The Status menu lists Pending, Awaiting your reply, Ongoing analysis, and Backlog (not Open) and stays open while you add a second state. Reopen on a closed ticket lands on Pending — Using in-app support — Reopen lands on Pending. The full /settings/support page keeps All / Open / Closed chips only; Open there still means literal Open status, so use All after Reopen. The full page adds a table layout with a Last Activity column, a Showing X of Y counter, End of list when finished, the new ticket assignee default card, and a wider workspace view.

When you file a ticket in-app, New Ticket opens the New Support Ticket modal (subject, priority, module grid, description, and attachments — including short screen recordings up to 100 MB per file). See Using in-app support — New Support Ticket modal and Attachments and inline video.

• Email: [email protected]
• Include:
• Account/company name
• Booking ID or property reference (if applicable)
• A short description of what is blocked
• Screenshots, a short screen recording, or error text

2) Confirm active incidents with Support

Pair with other Support sections

Status-page checks pair with 1) Contact Vivin Support when you need account-specific confirmation. After incidents clear, self-serve with 3) Use docs quick links before reopening tickets.

Check the public system status page first for current system health and any active incidents. If the status page indicates degradation or outage, or you need confirmation for your specific workflows, contact support:

• Request a status check
• Include impacted workflows (for example: check-ins, payments, or booking confirmations)

3) Use docs quick links while waiting

Pair with other Support sections

Self-serve links here complement FAQ & Troubleshooting and Common Workflows when you are not blocked on Vivin platform access. Sign-in or password issues: start with 1) Contact Vivin Support and Resetting a Management User Password; after Step 3, catch up operational backlog per Getting Started — Lockout catch-up after password recovery. Tenant portal or mobile-app tickets: Tenant Portal (including Portal access by tenant category) and FAQ — Tenant Portal & Mobile App.

• Getting Started
• Getting Started — Recommended Setup Sequence — First-time workspace configuration (steps 1–12 Account Settings, 13–15 modules); step-to-tab map: Account Settings — Recommended setup order; escalation pairing: Setup sequence escalation
• Glossary — Setup sequence vocabulary — Term definitions behind setup-step labels (tenant category, communication schedule, invoiced floor, and more)
• FAQ — Section cross-reference — Troubleshooting hub paired with setup steps 1–15
• Getting Started — Lockout catch-up after password recovery — Operational backlog mesh after Resetting a Management User Password — Step 3 (notification triage, month-end Pending receipts, portal gates)
• Account Settings — Workspace-wide configuration hub; Tab cross-reference pairs each setup step with go-live checks
• Onboarding a New Property — Guided walkthrough of setup steps 4–12 (owners through integrations); Step 7 go-live verification after steps 13–15
• Portfolio KPI review — month-end reconciliation across Dashboard, Analytics, Sales, and Finance
• Resetting a Management User Password — recover sign-in when you can still reach the login page
• Manual block hygiene — cross-portfolio Manual Blocks audit when occupancy or vacancy KPIs look wrong
• Entering Monthly Utility Bills — monthly landlord bill entry and overage verification
• Notification triage — clear Dashboard bell (General / Inbox sub-tabs) and /notifications after busy booking or payment days
• Handling a Late Payment — Step 1 — identify overdue charges when a payment overdue alert brought you here
• Notifications — Payment overdue alerts — operator Payments category rows and row-click navigation into the related booking
• Inbox — portfolio-wide WhatsApp triage at /inbox when the tenant chatbot is enabled
• Analytics — portfolio KPI workspace when your role includes the Analytics module (see FAQ if numbers look unexpected)
• Audit — cross-portfolio manual availability blocks when calendar holds may be stale or mis-described (requires Listings permission)
• Glossary — short definitions of Vivin terms (bookings, tickets, cash flow, integrations, webhooks, dashboard metrics such as ADR, invoiced floor (rent), credit note reject/revert warnings, and more)
• FAQ — Lower rent below invoiced — When Finance already exported a month and Vivin blocks a rent decrease
• Payment Allocation — Reject/revert modals and external accounting follow-up
• FAQ & Troubleshooting
• Common Workflows
• Management deep links — bookmarkable routes for modules, Finance tabs, and Account Settings
• Tenant Portal — tenant self-service (payments, contract signing, Requests, Services catalogue); segment gates: Portal access by tenant category
• 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
• Services Marketplace — tenant add-on purchases that post to payment plans
• Tenant MCP — booking-scoped external AI clients (portal links, chatbot rules, maintenance context)
• FAQ — Tenant Portal & Mobile App — access links, paywall iframe, contract signing, and maintenance errors

If your issue prevents business-critical operations (check-ins, payments, or booking confirmation), clearly mark your email subject with Urgent.

Support section cross-reference

Use the headings in this page for the topic you need. Related modules and workflows are linked from individual answers where they help the next step.

Support hub subsection index

Pair with other Support sections

This index pairs the three escalation steps above with Related hub subsections below — use it when a ticket spans setup, self-serve workflows, or module behaviour.

Subsection	When to open it	Pair with
1) Contact Vivin Support	Email or in-app ticket entry	Using in-app support, Setup sequence escalation
2) Confirm active incidents	Suspected outage or platform degradation	3) Use docs quick links after recovery
3) Use docs quick links	Self-serve while waiting on Vivin	FAQ subsection cross-reference, Common Workflows
Setup sequence after go-live	Post-setup behaviour before defect tickets	Getting Started — Recommended Setup Sequence
Setup sequence escalation	Step-to-module ticket pairing	Account Settings — Recommended setup order
Escalation workflows & documentation map	Documentation map for support threads	FAQ — Documentation map & escalation, Glossary hub cross-reference
Navigation & bookmarks	Reproduce on a cited route	Management Frontend Deep Links
Settings that shape escalations	Account-wide defaults on tickets	Account Settings — Tab cross-reference
Self-serve before opening a ticket	Operational backlog before filing	Common Workflows — Workflow cross-reference
Concepts & integrations	Tenant-facing or partner escalations	API Reference, Tenant Portal
Deeper workflow reads	Self-serve before escalation	Using in-app support, Notification triage
Key glossary terms	Term definitions cited on escalation paths	Glossary deep-dive index, Glossary cluster cross-reference, FAQ — Key glossary terms
Lockout catch-up after password recovery	Sign-in restored after password reset; onboarding, alert, or month-end backlog accumulated during lockout	Common Workflows — Lockout catch-up after password recovery, Getting Started — Lockout catch-up after password recovery, Resetting a Management User Password
Notification row-click navigation	Self-serve alert triage before Notifications module tickets	Common Workflows — Notification row-click navigation, Notification triage, Using in-app support — Notification row-click navigation
Payment alert to receivables triage	payment overdue alert before Finance discrepancy tickets	Common Workflows — Payment alert to receivables triage, Handling a Late Payment — Step 1, Self-serve before opening a ticket
Finance debt receivables triage	Total Debt ticket before self-serve Debt Aging triage	Common Workflows — Finance debt receivables triage, Using in-app support — Finance debt receivables triage, FAQ — Finance debt receivables triage hub, Handling a Late Payment collections (Steps 1–6 after triage surfaces)
Handling a Late Payment collections	Collections ticket before self-serve Steps 1–6 follow-through	Common Workflows — Handling a Late Payment collections hub, Handling a Late Payment, Payment alert to receivables triage, FAQ — Handling a Late Payment hub
Finance Income status drill-down	Income → In debt ticket before self-serve segment drill-down	Common Workflows — Finance Income status drill-down, Using in-app support — Finance Income status drill-down, FAQ — Finance Income status drill-down hub
Cash flow forecast drill-down	Collections history ticket vs Dashboard chart	Common Workflows — Cash flow forecast drill-down, Using in-app support — Cash flow forecast drill-down, FAQ — Cash flow forecast drill-down hub
Same-day turnover coordination	Turnover access blocked after self-serve checks	Common Workflows — Same-day turnover coordination, Using in-app support — Same-day turnover coordination, FAQ — Same-day turnovers
Check-out final utilities handoff	Final overage blocking Ready To Refund after self-serve checks	Common Workflows — Check-out final utilities handoff, Using in-app support — Check-out final utilities handoff, Entering Monthly Utility Bills — Step 4
Check-out collections before refund	Rent/fee In Debt blocking Ready To Refund after self-serve checks	Common Workflows — Check-out collections before refund, Using in-app support — Check-out collections before refund, Handling a Late Payment, Managing a Check-out — Step 6
Check-out ledger cleanup before refund	Tenant paid once but duplicate on ledger after self-serve checks	Common Workflows — Check-out ledger cleanup before refund, Using in-app support — Check-out ledger cleanup before refund, Reject/revert mistaken receipts, FAQ — Check-out ledger cleanup before refund
Check-out vs cancellation	Unsure whether to run check-out or cancellation after self-serve checks	Common Workflows — Check-out vs cancellation, Managing a Check-out, Cancelling a Booking, FAQ — Check-out vs cancellation
Cancellation collections before void	Pre-cancel rent/fee In Debt blocking Cancel booking after self-serve checks	Common Workflows — Cancellation collections before void, Using in-app support — Cancellation collections before void, Cancelling a Booking, FAQ — Cancellation collections before void
Wrong tenant on a booking	Change tenant greyed out or guard defect after self-serve checks	Common Workflows — Wrong tenant on a booking, Using in-app support — Wrong tenant on a booking, Bookings — Change tenant, FAQ — Wrong tenant on a booking
Cancel Booking vs Delete Booking	Delete Booking blocked or ledger rows vanished after self-serve checks	Common Workflows — Cancel Booking vs Delete Booking, Using in-app support — Cancel Booking vs Delete Booking, Bookings — Delete Booking, FAQ — Cancel Booking vs Delete Booking
Portfolio retirement decisions	Archive / Unarchive or Delete guard defects after self-serve checks	Common Workflows — Portfolio retirement decisions, Using in-app support — Portfolio retirement decisions, Listings — Archived properties, FAQ — Portfolio retirement decisions
Archive property (building-level)	Archive / Unarchive guard defects on Listings after self-serve checks	Common Workflows — Archive property (building-level), Using in-app support — Portfolio retirement decisions, FAQ — Archive a property, Glossary — Archived property
Utility overage collections	Unpaid utility overage after self-serve bill posting checks	Common Workflows — Utility overage collections, Using in-app support — Utility overage collections, Entering Monthly Utility Bills
Property setup to first arrival handoff	Go-live access or portal blocked before first arrival week	Common Workflows — Property setup to first arrival handoff, Onboarding a New Property — Step 7, Managing a Check-in — Step 6, FAQ — Property setup to first arrival handoff
New inventory to first booking handoff	First reservation blocked or duplicate import on go-live inventory	Common Workflows — New inventory to first booking handoff, Onboarding a New Property — Step 7, Processing a New Booking — Step 1, FAQ — New inventory to first booking handoff
Confirmation to check-in handoff	Portal blocked or empty Check-ins while booking is Upcoming	Common Workflows — Confirmation to check-in handoff, Processing a New Booking, Managing a Check-in, FAQ — Confirmation to check-in handoff
Check-in to check-out handoff	When to switch from check-in to check-out or empty Check-outs on Ongoing	Common Workflows — Check-in to check-out handoff, Managing a Check-in, Managing a Check-out, Using in-app support — Check-in to check-out handoff
Occupancy KPI to block hygiene handoff	Analytics Occupancy dip or calendar edit blocked after self-serve hygiene	Common Workflows — Occupancy KPI to block hygiene handoff, Manual block hygiene — Step 6, Using in-app support — Occupancy KPI to block hygiene handoff
Confirmation alert triage	Upcoming confirmation alerts before mark-read tickets	Common Workflows — Confirmation alert triage, Pending manual receipt approval, Processing a New Booking — Step 5b
Walkthrough media	MP4 walkthroughs beside PNG screenshots	Common Workflows — Walkthrough media, Modules, Account Settings
Portfolio segmentation by tenant category	Segment-scoped KPI or collections tickets	Common Workflows — Portfolio segmentation by tenant category, Settings > Tenant categories, Glossary — Tenant category
Pending manual receipt approval	Payment approval queue on tickets	Common Workflows — Pending manual receipt approval, FAQ — Manual receipt still pending
Reject/revert mistaken receipts	Payment receipt disputes on tickets	Common Workflows — Reject/revert mistaken receipts, FAQ — Reject or revert an incoming payment
Month-end invoicing (fixed date)	Wrong document date on issued invoices after self-serve checks	Common Workflows — Month-end invoicing (fixed date), Using in-app support — Month-end invoicing (fixed date), Settings > Invoicing — Default invoice date, FAQ — Month-end invoicing (fixed date) hub
Bulk Hostkit invoicing	Slow Issue allocation / Invoice selected batch after self-serve Hostkit pacing checks	Common Workflows — Bulk Hostkit invoicing, Using in-app support — Bulk Hostkit invoicing, FAQ — Bulk Hostkit invoicing hub, FAQ — Bulk Hostkit invoicing slow
Rent reduction after invoicing	Invoiced floor on booking repricing after self-serve Hostkit checks	Common Workflows — Rent reduction after invoicing, Using in-app support — Rent reduction after invoicing, FAQ — Rent reduction after invoicing hub, FAQ — Lower rent below invoiced
Module documentation hubs	Module behaviour on tickets	Modules — Module cross-reference

Related

Pair with other Support hub sections

Related below is the documentation map when escalations span setup, concepts, workflows, or module behaviour.

Setup sequence after go-live

Pair with other Support 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 Setup sequence escalation (module choice on the ticket). Self-serve first: FAQ — Settings & tenant communications.

• Setup steps 1–3 (General Information, Preferences, Users) — Self-serve first: FAQ — Navigation & shortcuts and FAQ — Management Account Access; file Settings tickets only after those sections
• Setup steps 4–12 — Onboarding a New Property (guided walkthrough); unfamiliar labels: Glossary — Setup sequence vocabulary; troubleshooting: FAQ — Settings & tenant communications
• Setup steps 13–15 (Listings, Bookings, Tenants) — Module Listings on the ticket when the property wizard, Channels tab, or first reservation import is blocked; pair with Processing a New Booking once reservations exist
• After steps 13–15 — Onboarding a New Property — Step 7 go-live verification before escalating Listings/Multicalendar display defects
• Optional setup sections on Getting Started — Recommended Setup Sequence map to post-setup workflows: Entering Monthly Utility Bills, Managing a Check-in / Managing a Check-out, Handling a Late Payment, Notification triage, Portfolio KPI review, Manual block hygiene
• When self-serve docs still block progress, continue to Setup sequence escalation below for step-to-module ticket pairing and Using in-app support

Setup sequence escalation

Pair with other Support hub sections

Step-to-module ticket pairing pairs with Account Settings — Recommended setup order (steps 1–12 tab map) and Using in-app support — New Support Ticket modal (Settings / Listings module tiles). Upstream: Setup sequence after go-live (self-serve before filing). Downstream: FAQ — Help & Vivin support (email vs in-app).

• Getting Started — Recommended Setup Sequence steps 1–12 — Confirm the matching Account Settings — Recommended setup order row; file in-app tickets with module Settings and cite the step number in the description ·
• Setup steps 4–12 guided walkthrough — Onboarding a New Property (property wizard Steps 1–6 mirror settings configuration before channels)
• Setup steps 13–15 (Listings, Bookings, Tenants) — Module Listings on the ticket when the property wizard, Channels tab, or first reservation import is blocked
• After steps 13–15 — Onboarding a New Property — Step 7 go-live verification before escalating Listings/Multicalendar display defects
• FAQ — Help & Vivin support — Email vs in-app ticket choice during setup
• Glossary — Setup sequence vocabulary — Term definitions behind setup-step labels (Tenant category, Communication schedule, Invoiced floor (rent), and more)

Escalation workflows & documentation map

• Using in-app support — Full Vivin ticket workflow when your role has Support access
• Resetting a Management User Password — Self-service sign-in recovery before you escalate; after Step 3, continue with Getting Started — Lockout catch-up after password recovery
• Introduction — Platform overview and how documentation sections connect;
• Getting Started — Platform basics, session behaviour, and logout; hub: Recommended Setup Sequence (steps 1–12 Account Settings, 13–15 modules);
• FAQ & Troubleshooting — Self-serve answers and module-specific troubleshooting before setup tickets (hub: FAQ — Section cross-reference, Setup sequence after go-live; pairs with Recommended Setup Sequence during workspace configuration)
• Glossary — Definitions for setup labels cited on tickets (hub: Glossary cluster cross-reference, Setup sequence vocabulary, Setup sequence after go-live)
• Account Settings — Workspace-wide configuration that shapes escalations (permissions, integrations, templates); Recommended setup order and Tab cross-reference pair setup steps with go-live checks;
• Onboarding a New Property — Guided walkthrough of setup steps 4–12; Step 7 after steps 13–15
• Modules — Screen-by-screen reference for each management workspace when support tickets involve module behaviour;
• Concepts — Deeper models behind lifecycle, payments, integrations, and automation referenced in escalations;
• Common Workflows — Step-by-step guides for operational tasks while waiting on support (hub: Setup sequence after go-live)
• API Reference — Partner integrations and [email protected] onboarding (distinct from in-app Vivin support tickets);

Navigation & bookmarks

Pair with other Support hub sections

Bookmark routes pair with Using in-app support when support asks you to reproduce on a specific screen — cite /settings/support or module deep links from Deep Links — Account Settings. Missing records: Create New menu. UI-language mismatches: Interface language before filing translation defects.

• Management Frontend Deep Links — Bookmarkable routes to share with support (module tabs, /notifications, and booking-engine details query params)
• Create New menu — Global + slide-out shortcuts when support tickets involve missing records
• FAQ — Permission denied toast — Red You do not have permission to perform this action. toast when RBAC blocks a save; fix in Users → Role Permissions
• Deep Links — Account Settings — /settings/* tab routes including /settings/support inbox paths for ticket escalations
• Settings > Interface language — Personal UI locale before you escalate UI-language mismatches

Settings that shape escalations

Pair with other Support hub sections

(setup-step go-live checks) and Setup sequence escalation (Settings module on tickets). Channel sync: Integration field capability + Integrations & Distribution. Permission toasts during escalations: Users and roles.

• Settings > Chatbot — WhatsApp pairing escalations vs Vivin platform support tickets
• Settings > Subscription — Platform billing and Action Required card-on-file when sign-in works but payments fail
• Settings > Preferences — In-app notifications — Account-wide alert categories before you escalate platform issues
• Settings > Users and roles — Admin Resend password and permission toasts during escalations
• Settings > Integration field capability — Partner payload matrix when channel sync escalations need field-level context
• Settings > Owners — Owner payout and fiscal-ID mismatches on Finance statements
• Settings > Emails — Communication Rules and lifecycle template escalations distinct from Vivin product support tickets

Self-serve before opening a ticket

Pair with other Support hub sections

Month-end debt: Portfolio KPI review before Finance data tickets. Alert backlog after lockout: Notification triage → Handling a Late Payment — Step 1. Calendar KPI drift: Manual block hygiene.

• Portfolio KPI review — Self-serve month-end reconciliation across Dashboard, Analytics, Sales, and Finance before opening a payment-data ticket
• Onboarding a New Property — Property wizard and Step 7 go-live verification before escalating setup defects
• Entering Monthly Utility Bills — Monthly bill entry, Connections verification, and overage posting before utility escalations; Step 6 / Step 4b after lockout-delayed bill cycle
• Notification triage — Clear unread payment or booking alerts and deep-link into the related reservation; Step 5 / Step 6 after lockout-delayed alert backlog
• Handling a Late Payment — Step 1 — Collections follow-up when payment overdue alerts row-click into a booking (Handling a Late Payment collections hub)
• Manual block hygiene — Audit pass when occupancy or vacancy KPIs look wrong before escalating to Vivin
• Processing a New Booking — Self-serve reservation creation when support tickets involve duplicate or missing bookings; Step 6 / Step 6b after lockout-delayed portal verification
• Managing a Check-in — Arrival-week access and move-in receipt approval; Step 6 / Step 6b after lockout-delayed triage
• Managing a Check-out & Deposit Refund — Deposit refund, deposit dispute resolution, and permission-blocked escalations; Step 6 / Step 6b after lockout-delayed settlement
• Handling a Late Payment — Segment-wide collections and payment overdue triage; Step 6 / Step 6b after lockout-delayed month-end catch-up
• Cancelling a Booking — Post-cancel ticket closure and settlement receipts; Step 6 / Step 6b after lockout-delayed cleanup

Concepts & integrations

Pair with other Support hub sections

Concept escalations pair with API Reference ([email protected] partner onboarding — distinct from Vivin support tickets). Tenant-facing issues: Tenant Portal + FAQ — Tenant Portal & Mobile App. External AI clients: Landlord MCP vs Tenant MCP (booking-scoped). Receipt disputes: Payment Allocation.

• Automation & AI — Distinguish product automation issues from platform outages
• AI usage API — Internal LLM token ledger (GET /ai-usage, GET /ai-usage/summary) when finance or ops asks about assistant or utility-bill extraction cost — not tenant billing; see FAQ — How do I see AI token usage for my account?
• Landlord MCP — Account-scoped external AI integrations; topic table: Landlord MCP section cross-reference
• Tenant MCP — Booking-scoped external AI clients (portal links, chatbot rules, maintenance); topic table: Tenant MCP section cross-reference
• Integrations & Distribution — Channel setup overview before escalating marketplace sync issues to Vivin support
• Tenant Portal — Tenant-facing access, payments, and contract signing when support tickets involve portal behaviour; segment gates: Portal access by tenant category
• Services Marketplace — Tenant add-on catalogue and portal Request Service flows
• Payment Allocation — Two-layer receipts, invoiced-floor rent edits, and reject/revert accounting warnings
• Booking Lifecycle — Computed Upcoming → Ongoing → Ended / Canceled status model, list filters, and Timeline

Deeper workflow reads

• Using in-app support — Vivin product tickets with module picker and attachments
• Onboarding a New Property — Self-serve setup before filing Settings or Listings defect tickets
• Resetting a Management User Password — Sign-in recovery before operational catch-up
• Notification triage — Clear alert backlog before payment-data escalations
• Portfolio KPI review — Month-end reconciliation before Finance discrepancy tickets
• Handling a Late Payment — Step 1 — Identify overdue charges from payment overdue row-click

Module documentation hubs

Pair with other Support hub sections

Module hubs pair with Using in-app support — Module picker layout (ticket area tiles) and Modules (screen-by-screen reference). Payment overdue alerts: Notifications — Payment overdue alerts. WhatsApp triage: Inbox. Vivin-internal tooling: AI Chat, Booking engine details.

• 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)
• 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)
• Bookings module — Reservation lifecycle, Payment plan, Deposit, and Communication tabs opened from support escalations (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)
• 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); Payment overdue alerts when scheduled charges are overdue
• AI Chat module — 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
• API Reference hub — Partner HTTP contracts, Swagger onboarding, and partial vs full feeds

Operator habit hubs

Day-to-day operator habits (lockout catch-up, pending receipts, payment triage, handoffs, and related playbooks) live on the Common Workflows habit hub.

Deep-link anchors for habit hubs

Lockout catch-up after password recovery

Notification row-click navigation

Payment alert to receivables triage

Finance debt receivables triage

Handling a Late Payment collections

Finance Income status drill-down

Cash flow forecast drill-down

Confirmation alert triage

Portfolio segmentation by tenant category

Pending manual receipt approval

Reject/revert mistaken receipts

Same-day turnover coordination

Pair with other Support hub sections

Turnover coordination support tickets pair with self-serve checks on Managing a Check-in — Step 6 and Common Workflows — Same-day turnover coordination before filing Operations module tickets.

• Common Workflows — Same-day turnover coordination — Hub matrix (operations-add-ticket-modal.png, bookings-timeline-day-week-month-and-sidebar.mp4)
• Using in-app support — Same-day turnover coordination — Self-serve path before New Support Ticket modal
• Managing a Check-in — Step 6 — Arrival-week blocker escalation gate
• Managing a Check-out — Step 2 — Turnover ticket before incoming keys
• Operations module — Same-day turnover coordination — Check-in & Check-out week lists context for tickets
• Glossary — Same-day turnover — Shared-unit vocabulary on tickets
• FAQ — Same-day turnovers — Four-step operator habit before filing

Check-out final utilities handoff

Pair with other Support hub sections

Support tickets citing final utility overage blocking Ready To Refund pair with self-serve Entering Monthly Utility Bills — Step 4 and Managing a Check-out — Step 6 before filing New Support Ticket modal.

• Common Workflows — Check-out final utilities handoff — Hub matrix (utilities-allocations-review-flow.mp4, bookings-detail-payment-plan-tab-schedule.png, bookings-detail-deposit-tab-ready-to-refund-toggle.png)
• Using in-app support — Check-out final utilities handoff — Self-serve path before New Support Ticket modal
• Entering Monthly Utility Bills — Step 4 — Overage line verification before refund
• Managing a Check-out — Step 6 — Charge settlement gate before Step 5
• Utilities module — Check-out final utilities handoff — Allocations / Bills context for tickets
• Pending manual receipt approval — Step 4b / Step 6b mesh on departure-week receipts
• FAQ — Check-out final utilities handoff — Symptom table before filing
• Check-out collections before refund — Rent/fee arrears — distinct mesh

Check-out collections before refund

Pair with other Support hub sections

Support tickets citing Ready To Refund blocked by rent/fee In Debt on Payment Plan pair with self-serve Handling a Late Payment — Steps 1–4 and Managing a Check-out — Step 6 before filing 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)
• Using in-app support — Check-out collections before refund — Self-serve path before New Support Ticket modal
• Handling a Late Payment — Step 1 — Collections when Ready To Refund is blocked
• Managing a Check-out — Step 6 — Charge settlement gate before Step 5
• Bookings module — Check-out collections before refund — Payment Plan / Deposit tab context for tickets
• Finance module — Check-out collections before refund — Portfolio Contract Values In Debt filter context
• Pending manual receipt approval — Step 6b departure receipt mesh
• Check-out final utilities handoff — Utility overage lines — distinct mesh
• FAQ — Check-out collections before refund — Symptom table before filing
• Check-out ledger cleanup before refund — Duplicate transfers — distinct mesh

Check-out ledger cleanup before refund

Pair with other Support hub sections

Support tickets citing Ready To Refund blocked when the tenant paid once but the ledger shows a duplicate pair with self-serve Reject / Revert on booking Transactions before filing New Support Ticket modal.

• 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)
• Using in-app support — Check-out ledger cleanup before refund — Self-serve path before New Support Ticket modal
• Reject/revert mistaken receipts — Reject / Revert duplicate before Ready To Refund
• Managing a Check-out — Step 6 — Canonical departure-week duplicate cleanup before Step 5
• Bookings module — Check-out ledger cleanup before refund — Transactions context for tickets
• Finance module — Check-out ledger cleanup before refund — Portfolio Transactions bulk Reject selected context
• Check-out collections before refund — Real arrears — distinct mesh
• FAQ — Check-out ledger cleanup before refund — Symptom table before filing
• Check-out vs cancellation — Ended vs Canceled lifecycle exit — distinct mesh
• Cancellation collections before void — Policy void — distinct mesh

Check-out vs cancellation

Pair with other Support hub sections

Support tickets asking whether to use check-out vs Cancel booking pair with self-serve Managing a Check-out — Step 7 vs Cancelling a Booking — Step 4 before filing New Support Ticket modal.

• 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)
• Managing a Check-out — Step 7 — Normal completed stay → Ended
• Cancelling a Booking — Step 4 — Policy void → Canceled
• Bookings module — Check-out vs cancellation — Cancel booking modal, Canceled / Ended filters context for tickets
• Check-out collections before refund — Departure-week arrears on Ended path
• Cancellation collections before void — Pre-cancel arrears on Canceled path
• FAQ — Check-out vs cancellation — Symptom table before filing

Cancellation collections before void

Pair with other Support hub sections

Support tickets citing In Debt blocking Cancel booking pair with self-serve Cancelling a Booking — Step 2 before filing New Support Ticket modal.

• 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)
• Using in-app support — Cancellation collections before void — Self-serve path before New Support Ticket modal
• Cancelling a Booking — Step 2 — Canonical pre-cancel settlement before void
• Handling a Late Payment — Cancellation collections before void — Steps 1–4 before policy void
• Bookings module — Cancellation collections before void — Payment Plan context for tickets
• Finance module — Cancellation collections before void — Portfolio Contract Values In Debt filter context
• Check-out collections before refund — Departure-week arrears — distinct mesh
• Check-out ledger cleanup before refund — Duplicate transfers — distinct mesh
• FAQ — Cancellation collections before void — Symptom table before filing
• Wrong tenant on a booking — Valid stay with wrong profile — distinct mesh
• Cancel Booking vs Delete Booking — Duplicate row vs policy void — distinct mesh

Wrong tenant on a booking

Pair with other Support hub sections

Support tickets citing Change tenant greyed out, Reassign booking rejected on confirm, or eligibility guards behaving unexpectedly pair with self-serve Bookings — Change tenant and Processing a New Booking — Step 6 before filing New Support Ticket modal — distinct from duplicate-row Delete Booking cleanup.

• Common Workflows — Wrong tenant on a booking — Hub matrix (bookings-detail-change-tenant-control.png, bookings-detail-change-tenant-modal.png, bookings-detail-change-tenant-flow.mp4)
• Using in-app support — Wrong tenant on a booking — Self-serve path before New Support Ticket modal
• Bookings module — Wrong tenant on a booking — Change tenant control and reassignment guards context for tickets
• Tenants module — Wrong tenant on a booking — Profile directory vs reservation reassignment contrast
• Cancel Booking vs Delete Booking — Duplicate row vs wrong profile decision table
• FAQ — Wrong tenant on a booking — Symptom table before filing
• Glossary — Wrong tenant on a booking hub — Surface table + per-guide/module mesh reciprocal hub

Cancel Booking vs Delete Booking

Pair with other Support hub sections

Support tickets citing Delete Booking blocked by provider-platform in-payment, Manual Transactions vanished after soft-archive, or refund-type dialog defects pair with self-serve Common Workflows — Cancel Booking vs Delete Booking before filing New Support Ticket modal — distinct from wrong-profile Wrong tenant on a booking.

• Common Workflows — Cancel Booking vs Delete Booking — Hub matrix (bookings-cancel-booking-modal-refund-types.png, bookings-list-canceled-tab.png, finance-transactions-type-summary-cards.png, workflows-cancel-booking-refund-modal-flow.mp4)
• Using in-app support — Cancel Booking vs Delete Booking — Self-serve path before New Support Ticket modal
• Bookings module — Delete Booking (soft archive) — Soft-archive control context for tickets
• Cancelling a Booking — Step 4 — Policy void → Cancel booking
• Wrong tenant on a booking — Valid stay with wrong profile — distinct mesh
• FAQ — Cancel Booking vs Delete Booking — Symptom table before filing
• Glossary — Cancel Booking vs Delete Booking hub — Surface table + per-guide/module mesh reciprocal hub

Portfolio retirement decisions

Pair with other Support hub sections

Support tickets citing Archive / Unarchive defects on Listings → Portfolio, Delete Booking blocked on OTA imports, or confusion between building Archive and reservation Delete pair with self-serve Common Workflows — Portfolio retirement decisions before filing New Support Ticket modal — module Listings or Bookings, not notify-landlord.

• Common Workflows — Portfolio retirement decisions — Hub matrix (listings-archived-populated-table.png, listings-archived-unarchive-sidebar.png, bookings-cancel-booking-modal-refund-types.png, finance-transactions-type-summary-cards.png)
• Glossary — Portfolio retirement decisions hub — Surface table + per-guide/module mesh reciprocal hub
• Using in-app support — Portfolio retirement decisions — Self-serve path before New Support Ticket modal
• Listings module — Archived properties — Archive / Unarchive context for tickets
• Bookings module — Delete Booking (soft archive) — Soft-archive control context for tickets
• Cancel Booking vs Delete Booking — Reservation void vs cleanup — distinct mesh
• FAQ — Portfolio retirement decisions — Three-way decision table before filing
• FAQ — Archive a property — Self-serve Archive / Unarchive before escalation

Provider platform Delete Booking guard

Pair with other Support hub sections

Support tickets citing Delete Booking blocked on OTA imports or confusion between Reject / assign and Delete payment on provider platform rows pair with self-serve Common Workflows — Provider platform Delete Booking guard before filing New Support Ticket modal — module Bookings, not notify-landlord.

• Common Workflows — Provider platform Delete Booking guard — Hub matrix (bookings-detail-provider-platform-payment-field.png, bookings-provider-platform-reject-delete-flow.mp4)
• Glossary — Provider platform Delete Booking guard hub — Surface table + per-guide/module mesh reciprocal hub
• Using in-app support — Provider platform Delete Booking guard — Self-serve path before New Support Ticket modal
• Bookings module — Provider platform payment — Read-only field and guard toast context for tickets
• Bookings module — Delete Booking (soft archive) — Soft-archive control context for tickets
• Cancel Booking vs Delete Booking — Reservation void vs cleanup — distinct mesh
• FAQ — Delete Booking on integration reservation — Symptom table before filing

Archive property (building-level)

Pair with other Support hub sections

Support tickets citing Archive / Unarchive defects on Listings → Portfolio or mistaken building sunsetting pair with self-serve Common Workflows — Archive property (building-level) before filing New Support Ticket modal — module Listings, not notify-landlord.

• Common Workflows — Archive property (building-level) — Hub matrix (listings-archived-populated-table.png, listings-archived-unarchive-sidebar.png)
• Using in-app support — Portfolio retirement decisions — Self-serve path before New Support Ticket modal
• Listings module — Archived properties — Archive / Unarchive context for tickets
• Portfolio retirement decisions — Three-way scope table when unsure Archive vs Cancel vs Delete
• FAQ — Archive a property — Self-serve Archive / Unarchive before escalation
• Glossary — Archived property — Building scope vs reservation soft-archive
• Manual block hygiene — Portfolio sunsetting prerequisites

Utility overage collections

Pair with other Support hub sections

Support tickets citing unpaid utility overage on Payment Plan after monthly bill posting pair with self-serve Entering Monthly Utility Bills — Step 4 and Handling a Late Payment — Step 1 before filing New Support Ticket modal.

• Common Workflows — Utility overage collections — Hub matrix (utilities-allocations-row-breakdown-expanded.png, finance-contract-values-in-debt-filter.png, utilities-allocations-review-flow.mp4)
• Using in-app support — Utility overage collections — Self-serve path before New Support Ticket modal
• Entering Monthly Utility Bills — Step 4 — Overage line verification before collections outreach
• Handling a Late Payment — Step 1 — Collections after bill posting
• Utilities module — Utility overage collections — Allocations / Bills context for tickets
• Pending manual receipt approval — Step 4b / Step 6b mesh on overage receipts
• FAQ — Utility overage collections — Symptom table before filing

Property setup to first arrival handoff

Pair with other Support hub sections

Support tickets citing blocked Access Lockers, hidden portal modules, or empty Check-ins Next 7 days on go-live inventory pair with self-serve Onboarding a New Property — Steps 1–7 and Managing a Check-in — Step 6 before New Support Ticket modal.

• Common Workflows — Property setup to first arrival handoff — Hub matrix (listings-property-edit-access-lockers-tab.png, workflows-onboarding-property-wizard.mp4, workflows-operations-check-in-out-planning-view.png)
• Onboarding a New Property — Step 7 — Self-serve go-live verify before filing
• Managing a Check-in — Step 6 — Arrival-week escalation after self-serve checks
• Using in-app support — When to use in-app support — Choose Settings or Listings on setup blockers
• Listings module — Property setup to first arrival handoff — Access Lockers context for tickets
• Setup sequence escalation — Step-to-module ticket pairing during first-time setup
• FAQ — Property setup to first arrival handoff — Symptom table before filing

New inventory to first booking handoff

Pair with other Support hub sections

Support tickets citing duplicate channel imports, empty Upcoming tabs on new inventory, or blocked Add booking on go-live properties pair with self-serve Onboarding a New Property — Steps 1–7 and Processing a New Booking — Step 1 before New Support Ticket modal.

• Common Workflows — New inventory to first booking handoff — Hub matrix (listings-module-overview.png, bookings-add-booking-modal.png, workflows-onboarding-property-wizard.mp4)
• Onboarding a New Property — Step 7 — Self-serve go-live verify before filing
• Processing a New Booking — Step 1 / Step 6 — Duplicate check and confirmation gates before escalation
• Using in-app support — When to use in-app support — Choose Bookings or Listings on first-reservation blockers
• Bookings module — New inventory to first booking handoff — First Upcoming status tabs context for tickets
• Setup sequence escalation — Step-to-module ticket pairing during first-time setup
• FAQ — New inventory to first booking handoff — Symptom table before filing

Confirmation to check-in handoff

Pair with other Support hub sections

Support tickets citing blocked portal Copy / Impersonate Tenant, empty Check-ins Next 7 days while the booking is still Upcoming, or pending confirmation receipts pair with self-serve Processing a New Booking — Steps 5b–6 before New Support Ticket modal.

• Common Workflows — Confirmation to check-in handoff — Hub matrix (bookings-detail-contract-method-of-payments.png, workflows-operations-check-in-out-planning-view.png, booking-lifecycle-status-tabs-flow.mp4)
• Processing a New Booking — Step 5b / Step 6 — Self-serve portal and receipt gates
• Managing a Check-in — Step 6 — Arrival-week escalation after self-serve checks
• Using in-app support — When to use in-app support — Choose Bookings or Settings on portal blockers
• Bookings module — Confirmation to check-in handoff — Contract Info / Transactions context for tickets
• Operations module — Confirmation to check-in handoff — Check-in & Check-out Next 7 days context
• Pending manual receipt approval — Step 5b confirmation receipts before handoff
• FAQ — Confirmation to check-in handoff — Symptom table before filing

Check-in to check-out handoff

Pair with other Support hub sections

Support tickets asking when to leave Managing a Check-in for Managing a Check-out, empty Check-outs Next 7 days while the guest is Ongoing, or blocked Ready To Refund on departure week pair with self-serve Managing a Check-out — Step 1 before New Support Ticket modal.

• Common Workflows — Check-in to check-out handoff — Hub matrix (operations-check-in-out-check-outs-next-7-days.png, bookings-timeline-view.png)
• Managing a Check-in — Step 4 — Upstream key handover prerequisite
• Managing a Check-out — Step 1 / Step 6 — Self-serve departure planning and charge settlement
• Using in-app support — Check-in to check-out handoff — Choose Operations or Bookings on departure-week tickets
• Operations module — Check-in to check-out handoff — Check-outs pill context for tickets
• Bookings module — Check-in to check-out handoff — Timeline / deposit context for tickets
• Check-out collections before refund — Rent/fee In Debt blocking refund
• FAQ — Check-in to check-out handoff — Symptom table before filing

Occupancy KPI to block hygiene handoff

Pair with other Support hub sections

Support tickets citing Analytics Occupancy / RevPAR dips without rate changes, or calendar edits still blocked after Manual block hygiene — Steps 1–5, pair with self-serve Portfolio KPI review — Step 3 and Manual block hygiene — Step 6 before New Support Ticket modal.

• Common Workflows — Occupancy KPI to block hygiene handoff — Hub matrix (analytics-kpi-occupancy-tab.png, audit-manual-blocks-workspace.png, audit-manual-blocks-filter-scroll.mp4)
• Portfolio KPI review — Step 3 — Self-serve Ranking dip signal before filing
• Manual block hygiene — Step 6 — Escalation when calendar edits stay blocked
• Using in-app support — Occupancy KPI to block hygiene handoff — Choose Audit or Listings on hold blockers
• Analytics module — Occupancy KPI to block hygiene handoff — Occupancy tab context for tickets
• Audit module — Occupancy KPI to block hygiene handoff — Manual Blocks workspace context for tickets
• FAQ — Occupancy KPI to block hygiene handoff hub — Symptom table before filing

Walkthrough media

Pair with other Support hub sections

MP4 clips complement PNG screenshots on workflow and module guides — start at Common Workflows — Walkthrough media.

• 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
• Using in-app support — Support drawer and new-ticket MP4

Month-end invoicing (fixed date)

Pair with other Support hub sections

Support tickets citing wrong document dates on issued invoices pair with self-serve Common Workflows — Month-end invoicing (fixed date) and Settings > Invoicing — Default invoice date before filing New Support Ticket modal — module Finance or Settings, not notify-landlord.

• 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)
• Using in-app support — Month-end invoicing (fixed date) — Self-serve path before New Support Ticket modal
• Settings > Invoicing — Default invoice date — Use today as invoice date toggle and saved Invoice date
• Finance — Month-end invoicing with a fixed date — Six-step operator habit on Transactions
• Bulk Hostkit invoicing — Hostkit Issue allocation pacing on same bulk toolbar
• Portfolio KPI review — Month-end invoicing (fixed date) — Step 7 sign-off contrast
• Glossary — Fixed invoice date — Amber banner and account-wide document dating
• FAQ — Month-end invoicing (fixed date) hub — Symptom table before filing

Bulk Hostkit invoicing

Pair with other Support hub sections

Support tickets citing slow Issue allocation / Invoice selected batches pair with self-serve FAQ — Bulk Hostkit invoicing slow before New Support Ticket modal — module Finance, not notify-landlord.

• Common Workflows — Bulk Hostkit invoicing — Hub matrix (finance-transactions-bulk-selection-bar.png, settings-invoicing-hostkit-series.png)
• Using in-app support — Bulk Hostkit invoicing — Self-serve path before New Support Ticket modal
• Settings > Integrations — Hostkit API pacing — Per-listing keys and HTTP 429 backoff
• Settings > Invoicing — Hostkit invoice series — FR series before bulk export
• Finance — Invoice automation — Bulk Issue allocation / Invoice selected toolbar
• Month-end invoicing (fixed date) — Fixed Invoice date before Hostkit batch
• Portfolio KPI review — Bulk Hostkit invoicing — Step 7 month-end sign-off
• FAQ — Bulk Hostkit invoicing hub — Symptom table before filing

Rent reduction after invoicing

Pair with other Support hub sections

Support tickets citing blocked Change monthly rent, disabled Contract Values → Edit amount, or confusion between invoiced floor and Hostkit slowness pair with self-serve FAQ — Lower rent below invoiced before New Support Ticket modal — module Bookings / Finance, not notify-landlord.

• Common Workflows — Rent reduction after invoicing — Hub matrix (bookings-detail-change-monthly-rent-modal.png, bookings-detail-contract-values-invoiced-floor-edit-amount.png, bookings-rent-reduction-invoiced-floor-flow.mp4)
• Using in-app support — Rent reduction after invoicing — Self-serve Change monthly rent before filing tickets
• Bookings module — Rent reduction after invoicing — Contract Info and Contract Values context for tickets
• Finance — Invoiced floor and rent edits — Why repricing starts on the booking workspace
• Bulk Hostkit invoicing — Issue credit notes after external rent relief — not more Issue allocation
• Month-end invoicing (fixed date) — Fixed Invoice date before first bulk export
• FAQ — Rent reduction after invoicing hub — Symptom table before filing
• FAQ — Lower rent below invoiced — Modal walkthrough + MP4

Key glossary terms

• Credit note (payment reject/revert) — Reject/revert modals and external accounting follow-up on payment escalations; concept walkthrough: Payment Allocation — Correcting mistaken receipts; workflow hub: Common Workflows — Reject/revert mistaken receipts
• Invoiced floor (rent) — Rent decreases blocked below exported invoice totals when Finance disputes block support tickets
• Deposit dispute — Contested deposit retention before Mark refunded on booking Deposit tabs and Finance → Deposits
• 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
• Glossary — Change history — Operator-initiated edits on Listings setup and Bookings Changelog; create-time defaults excluded
• Glossary — Archived booking ledger visibility — Delete Booking hides manual/provider_platform rows on Finance → Transactions; vIBAN and credit card stay visible
• Glossary — Full term list