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. Hub subsection map: Support hub subsection index (escalation steps + Related subsections). Unfamiliar setup labels: Glossary — Setup sequence vocabulary. Self-serve troubleshooting during setup: FAQ & Troubleshooting (hub: FAQ — Section cross-reference, FAQ subsection cross-reference). Tenant-facing escalations (portal access, contract signing, card pay-in): Tenant Portal and Tenant MCP (booking-scoped automation). Non-linear operator habits (Lockout catch-up, Notification row-click navigation, Payment alert to receivables triage, Finance debt receivables triage, Handling a Late Payment collections, Same-day turnover coordination, Check-out final utilities handoff, Check-out collections before refund, Check-out ledger cleanup before refund, Cancellation collections before void, Utility overage collections, Property setup to first arrival handoff, New inventory to first booking handoff, Confirmation to check-in handoff, Check-in to check-out handoff, Occupancy KPI to block hygiene handoff, Confirmation alert triage, Pending manual receipt approval, Reject/revert mistaken receipts, Portfolio segmentation by tenant category) have matching Related subsections below. Full pairing matrix: Support — Section cross-reference.

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 parity: Introduction — Setup sequence after go-live, Modules — Setup sequence after go-live, Concepts — Setup sequence after go-live, Account Settings — Setup sequence after go-live, Common Workflows — Setup sequence after go-live, Glossary — Setup sequence after go-live, FAQ — Setup sequence after go-live, API Reference — Setup sequence after go-live). Tab pairing matrix: Account Settings — Tab cross-reference.

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. Full pairing matrix: Support — Section cross-reference.

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.

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 updated, 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. On desktop, the Help & Support drawer (#1861, #2085) pairs Active and Closed view chips with a detailed Status multi-select and Sort by pills — chip and Status compose (for example Active + Status → [Open, Pending]). The full /settings/support page keeps All / Open / Closed chips only; Open there still means literal Open status today. The full page adds a table layout, 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. Full pairing matrix: Support — Section cross-reference.

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. Full pairing matrix: Support — Section cross-reference.

• 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 (section cross-reference; Deeper workflow reads; hub)
• Portfolio KPI review — month-end reconciliation across Dashboard, Analytics, Sales, and Finance (section cross-reference; Deeper workflow reads; hub)
• Resetting a Management User Password — recover sign-in when you can still reach the login page (section cross-reference; Deeper workflow reads; hub)
• Manual block hygiene — cross-portfolio Manual Blocks audit when occupancy or vacancy KPIs look wrong (section cross-reference; Deeper workflow reads; hub)
• Entering Monthly Utility Bills — monthly landlord bill entry and overage verification (section cross-reference; Deeper workflow reads; hub)
• Notification triage — clear Dashboard bell (General / Inbox sub-tabs) and /notifications after busy booking or payment days (section cross-reference; Deeper workflow reads; hub)
• Handling a Late Payment — Step 1 — identify overdue charges when a payment overdue alert 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
• 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

Pair with other Support sections

This table pairs escalation steps with setup, self-serve docs, and module hubs. Start with 1) Contact Vivin Support for email and in-app tickets; use 3) Use docs quick links while waiting. Full hub map: the Finding your way tip at the top of this page.

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

| Section | Pair with these sections | | ------------------------------------------------------------------------------------ | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Support hub subsection index | FAQ subsection cross-reference (troubleshooting deep-dives), Glossary deep-dive index (term definitions), Introduction hub subsection index (platform overview), Getting Started hub subsection index (onboarding sections), Concepts hub subsection index (underlying models), Modules hub subsection index (screen workspaces), Common Workflows hub subsection index (operational procedures), Account Settings hub subsection index (setup tabs), API hub subsection index (partner HTTP guides), 1) Contact Vivin Support (entry points), Self-serve before opening a ticket (operational mesh) | | 1) Contact Vivin Support | Using in-app support (in-app tickets), Getting Started — Recommended Setup Sequence (first-time setup before setup tickets), Account Settings — Recommended setup order (steps 1–12 tab map), Setup sequence escalation (step-to-module ticket pairing), FAQ — Help & Vivin support (email vs in-app during setup), Glossary — Setup sequence vocabulary (setup labels), 2) Confirm active incidents (outages) | | 2) Confirm active incidents with Support | 1) Contact Vivin Support (account-specific confirmation), 3) Use docs quick links (self-serve after recovery) | | 3) Use docs quick links while waiting | Getting Started — Recommended Setup Sequence (first-time workspace configuration), Account Settings — Recommended setup order (steps 1–12 tab map), Account Settings — Tab cross-reference (go-live tab pairing), Setup sequence escalation (when to file setup tickets), Onboarding a New Property (guided steps 4–12), FAQ & Troubleshooting (troubleshooting hub), FAQ — Section cross-reference (troubleshooting pairing matrix), Glossary — Setup sequence vocabulary (setup labels), Common Workflows (step-by-step procedures), Common Workflows section cross-reference, Common Workflows — Reject/revert mistaken receipts, Common Workflows — Portfolio segmentation by tenant category, Getting Started — Lockout catch-up after password recovery (post-recovery operational mesh), Onboarding a New Property — Step 7 (go-live verification), Portfolio KPI review (month-end reconciliation), Manual block hygiene — Step 6 (calendar escalation), Notification triage — Step 6 (row-click blocked), Entering Monthly Utility Bills — Step 6 / Step 4b (bill cycle catch-up after lockout), Portfolio KPI review — Step 7 (month-end Total Debt catch-up after lockout), Processing a New Booking — Step 6 / Step 6b (portal + month-end Pending after lockout), Managing a Check-in — Step 6 / Step 6b (arrival-week catch-up), Managing a Check-out — Step 6 / Step 6b (departure settlement catch-up), Resetting a Management User Password — Step 3 (lockout recovery before rerunning Step 6 mesh), Handling a Late Payment — Step 1 (payment overdue alerts), Tenant Portal · Tenant MCP (tenant-facing escalations), FAQ — Tenant Portal & Mobile App, Glossary — Credit note (payment reject/revert), Glossary — Invoiced floor (rent), Glossary — Tenant category, Introduction (documentation map) | | Setup sequence after go-live | Getting Started — Recommended Setup Sequence (steps 1–15), Onboarding a New Property — Step 7 (go-live verification before setup defect tickets), Setup sequence escalation (module choice when a step is blocked), FAQ — Settings & tenant communications (self-serve during setup), Onboarding a New Property (guided steps 4–12), Glossary — Setup sequence vocabulary (setup labels), 1) Contact Vivin Support (when self-serve docs still block progress) | | Setup sequence escalation | Account Settings — Recommended setup order (steps 1–12 tab map), Using in-app support — New Support Ticket modal (Settings / Listings module tiles), Setup sequence after go-live (self-serve before filing), FAQ — Help & Vivin support (email vs in-app), Onboarding a New Property (guided walkthrough steps 4–12), Glossary — Setup sequence vocabulary (term definitions behind ticket descriptions) | | Escalation workflows & documentation map | Using in-app support (drawer, /settings/support, attachments), 1) Contact Vivin Support (email and in-app entry), Resetting a Management User Password (sign-in recovery), Getting Started — Lockout catch-up after password recovery (post-recovery operational mesh), Introduction — Setup sequence after go-live (hub parity), Common Workflows — Setup sequence after go-live, Modules — Setup sequence after go-live, FAQ & Troubleshooting (self-serve troubleshooting hub) | | Navigation & bookmarks | Management Frontend Deep Links (module tab and entity bookmarks), Create New menu (global + slide-out when records are missing), Deep Links — Account Settings (/settings/support and other tab routes), Settings > Interface language (UI locale before translation defect tickets), Using in-app support (reproduce on cited route when support asks) | | Settings that shape escalations | Account Settings — Tab cross-reference (setup-step go-live checks), Setup sequence escalation (Settings module on tickets), Settings > Integration field capability (partner payload matrix), Integrations & Distribution (channel sync overview), Settings > Users and roles (permission toasts during escalations), Settings > Subscription (Action Required card-on-file), Settings > Emails (Communication Rules vs Vivin product tickets) | | Self-serve before opening a ticket | 3) Use docs quick links (operational self-serve hub), Common Workflows — Workflow cross-reference (step-to-module pairing), Portfolio KPI review (month-end reconciliation before payment-data tickets), Notification triage (alert backlog after busy days), Handling a Late Payment — Step 1 (payment overdue row-click), Manual block hygiene (calendar KPI drift), Processing a New Booking / Managing a Check-in / Managing a Check-out / Cancelling a Booking (lifecycle catch-up meshes) | | Concepts & integrations | API Reference ([email protected] partner onboarding — distinct from Vivin support tickets), Tenant Portal (tenant-facing access, payments, contract signing), FAQ — Tenant Portal & Mobile App, Landlord MCP (account-scoped external AI) · Tenant MCP (booking-scoped external AI), Payment Allocation — Correcting mistaken receipts (reject/revert accounting warnings), Integrations & Distribution (channel setup before marketplace sync escalations), Booking Lifecycle (computed status model on support tickets) | | Deeper workflow reads | Using in-app support, Onboarding a New Property, Portfolio KPI review | | Key glossary terms | Glossary cluster cross-reference, Glossary — Setup sequence vocabulary, FAQ — Key glossary terms, Payment Allocation — Correcting mistaken receipts, Common Workflows — Reject/revert mistaken receipts | | Reject/revert mistaken receipts | Common Workflows — Reject/revert mistaken receipts, Payment Allocation — Correcting mistaken receipts, FAQ — Reject or revert an incoming payment | | Month-end invoicing (fixed date) | Support ticket cites wrong document date on issued invoices | 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 (settings-invoicing-invoice-date-toggle.png, finance-transactions-bulk-toolbar-fixed-invoice-date-banner.png) | | Bulk Hostkit invoicing | Support ticket cites slow Issue allocation / Invoice selected Hostkit batch | Common Workflows — Bulk Hostkit invoicing, Using in-app support — Bulk Hostkit invoicing, FAQ — Bulk Hostkit invoicing hub, FAQ — Bulk Hostkit invoicing slow (finance-transactions-bulk-selection-bar.png, settings-invoicing-hostkit-series.png) | | Rent reduction after invoicing | Support ticket cites blocked Change monthly rent or Contract Values → Edit amount below exported month | 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 (bookings-detail-change-monthly-rent-modal.png, bookings-rent-reduction-invoiced-floor-flow.mp4) | | Notification row-click navigation | /notifications row-click before filing Notifications module tickets | Common Workflows — Notification row-click navigation, Notification triage — Step 4, Notifications module, Using in-app support — Notification row-click navigation | | Payment alert to receivables triage | payment overdue alert before Finance data tickets | Common Workflows — Payment alert to receivables triage, Handling a Late Payment — Step 1, Self-serve before opening a ticket, Using in-app support — Payment alert to receivables triage | | Finance debt receivables triage | Total Debt support 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), Pending manual receipt approval | | Handling a Late Payment collections | Collections support ticket before self-serve Steps 1–6 follow-through | Common Workflows — Handling a Late Payment collections hub, Handling a Late Payment, Using in-app support — Handling a Late Payment — Step 6, FAQ — Handling a Late Payment hub, Self-serve before opening a ticket | | Finance Income status drill-down | Income segment support ticket before self-serve payment-line modal triage | Common Workflows — Finance Income status drill-down, Using in-app support — Finance Income status drill-down, FAQ — Finance Income status drill-down hub (finance-overview-income-status-in-debt-modal.png, finance-overview-income-drill-down-flow.mp4) | | Cash flow forecast drill-down | Collections history ticket vs Dashboard rent-due chart confusion | Common Workflows — Cash flow forecast drill-down, Using in-app support — Cash flow forecast drill-down, FAQ — Cash flow forecast drill-down hub (finance-overview-cash-flow-all-payments-modal.png, finance-overview-cash-flow-drill-down-flow.mp4) | | Same-day turnover coordination | Turnover coordination blocked — escalate via support | Common Workflows — Same-day turnover coordination, Using in-app support — Same-day turnover coordination, FAQ — Same-day turnovers, Managing a Check-in — Step 6 | | Check-out final utilities handoff | Support ticket cites final overage blocking Ready To Refund | Common Workflows — Check-out final utilities handoff, Using in-app support — Check-out final utilities handoff, FAQ — Check-out final utilities handoff, Managing a Check-out — Step 6 | | Check-out collections before refund | Support ticket cites Ready To Refund blocked by rent/fee arrears | Common Workflows — Check-out collections before refund, Using in-app support — Check-out collections before refund, Handling a Late Payment — Step 1, FAQ — Check-out collections before refund (workflows-check-out-coordination-flow.mp4, finance-contract-values-in-debt-filter.png) | | Check-out ledger cleanup before refund | Support ticket — tenant paid but Ready To Refund blocked (duplicate) | 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 (bookings-detail-transactions-revert-modal-info-banner.png, finance-transactions-bulk-reject-selected-bar.png) | | Check-out vs cancellation | Support ticket asks whether to use check-out vs Cancel booking | Common Workflows — Check-out vs cancellation, Managing a Check-out, Cancelling a Booking, FAQ — Check-out vs cancellation (workflows-cancel-booking-refund-modal-flow.mp4, bookings-list-canceled-tab.png) | | Cancellation collections before void | Support ticket cites In Debt blocking Cancel booking | Common Workflows — Cancellation collections before void, Using in-app support — Cancellation collections before void, Cancelling a Booking — Step 2, FAQ — Cancellation collections before void (finance-contract-values-in-debt-filter.png, bookings-cancel-booking-modal-refund-types.png, workflows-cancel-booking-refund-modal-flow.mp4) | | Wrong tenant on a booking | Change tenant greyed out or Reassign booking rejected on confirm | 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 (bookings-detail-change-tenant-control.png, bookings-detail-change-tenant-flow.mp4) | | Cancel Booking vs Delete Booking | Delete Booking blocked (#2076) or manual receipts vanished (#1897) after cleanup | 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 (bookings-cancel-booking-modal-refund-types.png, workflows-cancel-booking-refund-modal-flow.mp4) | | Portfolio retirement decisions | Archive / Unarchive or Delete Booking guard defects — building vs reservation scope | Common Workflows — Portfolio retirement decisions, Using in-app support — Portfolio retirement decisions, Listings — Archived properties, FAQ — Portfolio retirement decisions (listings-archived-populated-table.png, listings-archived-unarchive-sidebar.png, finance-transactions-type-summary-cards.png) | | Archive property (building-level) | Archive / Unarchive guard defects on Listings → Portfolio — building scope only | Common Workflows — Archive property (building-level), Using in-app support — Portfolio retirement decisions, Listings — Archived properties, FAQ — Archive a property (listings-archived-populated-table.png, listings-archived-unarchive-sidebar.png) | | Utility overage collections | Support ticket cites unpaid utility overage on Payment Plan after bill posting | Common Workflows — Utility overage collections, Using in-app support — Utility overage collections, Entering Monthly Utility Bills — Step 4 | | 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 | Support ticket cites blocked portal Copy / Impersonate Tenant or empty Check-ins while booking is Upcoming | Common Workflows — Confirmation to check-in handoff, Processing a New Booking — Step 5b / Step 6, FAQ — Confirmation to check-in handoff (bookings-detail-contract-method-of-payments.png, workflows-operations-check-in-out-planning-view.png) | | Check-in to check-out handoff | Support ticket asks when to switch from check-in to check-out workflow or empty Check-outs while guest is Ongoing | Common Workflows — Check-in to check-out handoff, Managing a Check-in — Step 4, Managing a Check-out — Step 1, FAQ — Check-in to check-out handoff (operations-check-in-out-check-outs-next-7-days.png, bookings-timeline-view.png) | | Occupancy KPI to block hygiene handoff | Support ticket cites Analytics Occupancy dip or calendar edit blocked after hygiene | Common Workflows — Occupancy KPI to block hygiene handoff, Portfolio KPI review — Step 3, Manual block hygiene — Step 6, FAQ — Occupancy KPI to block hygiene handoff hub (analytics-kpi-occupancy-tab.png, audit-manual-blocks-workspace.png) | | Confirmation alert triage | Upcoming confirmation alerts before mark-read tickets | Common Workflows — Confirmation alert triage, Processing a New Booking — Step 5b, Pending manual receipt approval | | Module documentation hubs | Using in-app support — Module picker layout (ticket area tiles), Modules (screen-by-screen reference), Notifications — Payment overdue alerts (operator Payments category rows), Inbox (portfolio-wide WhatsApp triage), Finance (ledger tabs on payment escalations), Bookings (reservation lifecycle on support tickets), AI Chat (Vivin-internal AI Assistant), Booking engine details (Full integration pill editor) |

In-app ticket workflow detail: Using in-app support. First-time setup hub: Getting Started — Recommended Setup Sequence (steps 1–12 tab map: Account Settings — Recommended setup order; escalation pairing: Setup sequence escalation). Self-serve troubleshooting during setup: FAQ & Troubleshooting (hub: FAQ — Section cross-reference, FAQ subsection cross-reference). Unfamiliar on-screen labels: Glossary — Setup sequence vocabulary. Platform overview: Introduction.

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. Full pairing matrix: Support — Section cross-reference.

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. Pair Setup sequence after go-live with Getting Started — Recommended Setup Sequence; pair Setup sequence escalation with Account Settings — Recommended setup order. Each Related subsection has a row in Support — 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 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. Full pairing matrix: Support — Section cross-reference.

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

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). Full pairing matrix: Support — Section cross-reference.

• 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 (section cross-reference; hub) · (section cross-reference; hub)
• Setup steps 4–12 guided walkthrough — Onboarding a New Property (property wizard Steps 1–6 mirror settings configuration before channels) (section cross-reference; Deeper workflow reads; hub)
• Setup steps 13–15 (Listings (section cross-reference; hub), Bookings (section cross-reference; hub), Tenants (section cross-reference; hub)) — 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 (section cross-reference; Deeper workflow reads; hub)
• FAQ — Help & Vivin support — Email vs in-app ticket choice during setup (section cross-reference; hub)
• Glossary — Setup sequence vocabulary — Term definitions behind setup-step labels (Tenant category, Communication schedule, Invoiced floor (rent), and more) (section cross-reference; hub)

Escalation workflows & documentation map

Pair with other Support hub sections

Documentation-map bullets pair with 1) Contact Vivin Support (email and in-app entry) and Using in-app support (drawer, /settings/support, attachments). Hub parity anchors: Introduction, Common Workflows, Modules. Lockout mesh: Resetting a Management User Password → Getting Started — Lockout catch-up after password recovery. Full pairing matrix: Support — Section cross-reference.

• Using in-app support — Full Vivin ticket workflow when your role has Support access (section cross-reference; Deeper workflow reads; hub)
• 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 (section cross-reference; Deeper workflow reads; hub)
• Introduction — Platform overview and how documentation sections connect; hub parity: Setup sequence after go-live (section cross-reference; hub)
• Getting Started — Platform basics, session behaviour, and logout; hub: Recommended Setup Sequence (steps 1–12 Account Settings, 13–15 modules); hub parity: Setup sequence after go-live (section cross-reference; hub)
• 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) (section cross-reference; hub)
• Glossary — Definitions for setup labels cited on tickets (hub: Glossary cluster cross-reference, Setup sequence vocabulary, Setup sequence after go-live) (section cross-reference; hub)
• 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; hub parity: Setup sequence after go-live (section cross-reference; hub)
• Onboarding a New Property — Guided walkthrough of setup steps 4–12; Step 7 after steps 13–15 (section cross-reference; Deeper workflow reads; hub)
• Modules — Screen-by-screen reference for each management workspace when support tickets involve module behaviour; hub parity: Setup sequence after go-live (section cross-reference; hub)
• Concepts — Deeper models behind lifecycle, payments, integrations, and automation referenced in escalations; hub parity: Setup sequence after go-live (section cross-reference; hub)
• Common Workflows — Step-by-step guides for operational tasks while waiting on support (hub: Setup sequence after go-live) (section cross-reference; hub)
• API Reference — Partner integrations and [email protected] onboarding (distinct from in-app Vivin support tickets); hub parity: Setup sequence after go-live (section cross-reference; hub)

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. Full pairing matrix: Support — Section cross-reference.

• Management Frontend Deep Links — Bookmarkable routes to share with support (module tabs, /notifications, and booking-engine details query params) (section cross-reference; hub)
• Create New menu — Global + slide-out shortcuts when support tickets involve missing records (section cross-reference; hub)
• 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 (section cross-reference; hub)
• Settings > Interface language — Personal UI locale before you escalate UI-language mismatches (section cross-reference; hub)

Settings that shape escalations

Pair with other Support hub sections

Account-wide defaults here pair with Account Settings — Tab cross-reference (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. Full pairing matrix: Support — Section cross-reference.

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

Self-serve before opening a ticket

Pair with other Support hub sections

Operational self-serve pairs with 3) Use docs quick links and Common Workflows — Workflow cross-reference. 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. Full pairing matrix: Support — Section cross-reference.

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

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. Full pairing matrix: Support — Section cross-reference.

• Automation & AI — Distinguish product automation issues from platform outages (section cross-reference; hub)
• 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 (section cross-reference; hub)
• Tenant MCP — Booking-scoped external AI clients (portal links, chatbot rules, maintenance); topic table: Tenant MCP section cross-reference (section cross-reference; hub)
• Integrations & Distribution — Channel setup overview before escalating marketplace sync issues to Vivin support (section cross-reference; hub)
• Tenant Portal — Tenant-facing access, payments, and contract signing when support tickets involve portal behaviour; segment gates: Portal access by tenant category (section cross-reference; hub)
• Services Marketplace — Tenant add-on catalogue and portal Request Service flows (section cross-reference; hub)
• Payment Allocation — Two-layer receipts, invoiced-floor rent edits, and reject/revert accounting warnings (section cross-reference; hub)
• Booking Lifecycle — Computed Upcoming → Ongoing → Ended / Canceled status model, list filters, and Timeline (section cross-reference; hub)

Deeper workflow reads

Pair with other Support hub sections

Workflow reads pair with Self-serve before opening a ticket and Common Workflows — Workflow cross-reference. Meta-hubs reciprocate: FAQ — Deeper workflow reads, Glossary — Deeper workflow reads, Getting Started — Deeper workflow reads. Full pairing matrix: Support — Section cross-reference.

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

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. Full pairing matrix: Support — 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)
• 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 — 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)

Lockout catch-up after password recovery

Pair with other Support hub sections

Lockout escalations pair with Resetting a Management User Password — Step 3 before filing access tickets. Hub parity: Common Workflows — Lockout catch-up after password recovery. Full pairing matrix: Support — 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 Vivin support tickets
• Self-serve before opening a ticket — Notification triage and month-end meshes after lockout
• FAQ — Management Account Access — Password reset and post-recovery catch-up

Notification row-click navigation

Pair with other Support hub sections

Self-serve alert triage pairs with Self-serve before opening a ticket and Notification triage — Step 6 (file Notifications module tickets only when row-click is blocked). Hub parity: Common Workflows — Notification row-click navigation. Full pairing matrix: Support — Section cross-reference.

• Common Workflows — Notification row-click navigation — Hub matrix (notifications-module-row-click-target.png, notifications-row-navigation-flow.mp4)
• Notification triage — Canonical Step 4 / Step 5 path
• Using in-app support — Notification row-click navigation — Self-serve before filing tickets
• Notifications module — Notification row-click navigation — Module behaviour on tickets
• FAQ — Notification row-click navigation — Quick answers when row-click lands on the wrong tab
• Payment alert to receivables triage — Ongoing/Ended payment overdue row-click
• Finance debt receivables triage — Total Debt vs Debt Aging
• Handling a Late Payment collections — Collections Steps 1–6 after alert triage
• Finance Income status drill-down — Income segments before Finance tickets
• Cash flow forecast drill-down — Collections history before Finance tickets before filing Finance tickets
• Confirmation alert triage — Upcoming Booking created / Payment received row-click

Payment alert to receivables triage

Pair with other Support hub sections

Total Debt or Finance discrepancy tickets pair with self-serve triage on Portfolio KPI review and Handling a Late Payment — Step 1 after /notifications row-click. Hub parity: Common Workflows — Payment alert to receivables triage. Full pairing matrix: Support — Section cross-reference.

• Common Workflows — Payment alert to receivables triage — Hub matrix (notifications-row-navigate-to-booking-detail.png, finance-overview-debt-aging-walkthrough-flow.mp4)
• Self-serve before opening a ticket — Month-end receivables before Finance data tickets
• Using in-app support — Payment alert to receivables triage — Self-serve Total Debt triage before filing
• Notifications — Payment overdue alerts — Payments category operator rows
• Finance module — Payment alert to receivables triage — Top debtors when alert batch needs rank
• Pending manual receipt approval — Amber Pending before Debt Aging sign-off
• Notification row-click navigation — Row-click on /notifications before portfolio KPI read
• Finance debt receivables triage — Total Debt ticket after alert triage
• Handling a Late Payment collections — Collections Steps 1–6 after triage surfaces

Finance debt receivables triage

Pair with other Support hub sections

Total Debt support tickets pair with self-serve triage on Common Workflows — Finance debt receivables triage — clear Pending manual receipt approval and duplicate Revert rows before filing. Hub parity: Using in-app support — Finance debt receivables triage. Full pairing matrix: Support — Section cross-reference.

• Common Workflows — Finance debt receivables triage — Hub matrix (finance-overview-income-chart-debt-aging.png, dashboard-kpi-total-debt-tooltip.png)
• Payment alert to receivables triage — Single-booking alert triage before portfolio surfaces
• Using in-app support — Finance debt receivables triage — Self-serve Total Debt triage before filing
• Finance module — Finance debt receivables triage — Debt Aging Top debtors canonical surface
• Pending manual receipt approval — Clear amber Pending before Top debtors sign-off
• Reject/revert mistaken receipts — Revert duplicate transfers before collections tickets
• FAQ — Finance debt receivables triage hub — Four-surface symptom table
• Portfolio KPI review — Step 7 — Month-end reconciliation before escalation
• Handling a Late Payment collections — Triage surfaces → collections Steps 1–6

Handling a Late Payment collections

Pair with other Support hub sections

Collections support tickets pair with self-serve Handling a Late Payment — Steps 1–6 after receivables triage — clear amber Pending and duplicate Revert rows before tenant outreach when KPIs lag. File Finance module tickets only when permissions, filter parity, or MCP auth block segment-wide collections after self-serve Steps 1–5 (Step 6). Hub parity: Common Workflows — Handling a Late Payment collections hub. Full pairing matrix: Support — Section cross-reference.

Symptom	Triage surface	Collections step
Payment overdue alert	Row-click on /notifications	Handling a Late Payment — Step 1
Ranked debtors needed	Finance → Overview → Debt Aging	Step 1 after booking open
Balance unchanged after transfer	Pending manual receipt approval	Step 4b
Permissions block collections	Self-serve Steps 1–5 exhausted	Step 6 — Using in-app support

• 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)
• Payment alert to receivables triage — Upstream payment overdue alert row-click
• Finance debt receivables triage — Debt Aging Top debtors before tenant outreach
• Self-serve before opening a ticket — Month-end collections before Finance data tickets
• Using in-app support — Vivin product tickets when self-serve path blocked (Step 6 / Step 6b)
• Handling a Late Payment — Full collections workflow (section cross-reference; Deeper workflow reads; hub)
• Notification triage — Upstream alert triage (Step 4)
• Pending manual receipt approval — Step 4b approval mesh
• Reject/revert mistaken receipts — Ledger cleanup before Step 3
• FAQ — Handling a Late Payment hub — Collections symptom table
• Glossary — Handling a Late Payment collections hub — Surface table + per-guide mesh
• Introduction — Handling a Late Payment collections — Platform overview hub parity
• API Reference — Handling a Late Payment collections — Partner import hub parity

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.

Finance Income status drill-down

Pair with other Support hub sections

Income segment support tickets pair with self-serve triage on Common Workflows — Finance Income status drill-down — contrast payment-line modal with Debt Aging Top debtors before filing. Hub parity: Common Workflows — Finance Income status drill-down. Full pairing matrix: Support — Section cross-reference.

• Common Workflows — Finance Income status drill-down — Hub matrix (finance-overview-income-status-in-debt-modal.png, finance-overview-income-drill-down-flow.mp4)
• Finance debt receivables triage — Debt Aging Top debtors when payment-line modal is not enough
• Finance module — Income status drill-down — Stacked Income chart canonical surface
• FAQ — Finance Income status drill-down hub — Symptom table for segment vs Debt Aging
• Portfolio KPI review — Finance Income status drill-down — Month-end Income reconciliation on Step 7
• Cash flow forecast drill-down — Collections history — distinct from status segments
• Using in-app support — Finance Income status drill-down — Self-serve segment triage before filing
• Finance debt receivables triage — Top debtors when modal is not enough

Cash flow forecast drill-down

Pair with other Support hub sections

Collections history support tickets pair with self-serve triage on Common Workflows — Cash flow forecast drill-down — contrast Finance Cash flow forecast with Dashboard rent due chart before filing. Hub parity: Common Workflows — Cash flow forecast drill-down. Full pairing matrix: Support — Section cross-reference.

• Common Workflows — Cash flow forecast drill-down — Hub matrix (finance-overview-cash-flow-all-payments-modal.png, finance-overview-cash-flow-day-view.png, finance-overview-cash-flow-drill-down-flow.mp4)
• Finance Income status drill-down — Paid / Scheduled / In debt segments — not collections history
• Finance module — Income chart and cash flow forecast — Canonical Cash flow forecast chart surface
• FAQ — Cash flow forecast drill-down hub — Symptom table for collections vs Income / Dashboard
• Glossary — Cash flow forecast drill-down hub — Surface table + per-guide/module mesh reciprocal hub
• Portfolio KPI review — Cash flow forecast drill-down — Month-end collections reconciliation on Step 7
• Finance debt receivables triage — Top debtors when collections modal is not enough
• Using in-app support — Cash flow forecast drill-down — Self-serve collections triage before filing
• Dashboard module — Cash flow forecast drill-down — Rent due chart — not Finance collections

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. Hub parity: Using in-app support — Same-day turnover coordination. Full pairing matrix: Support — Section cross-reference.

• 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. Hub parity: Using in-app support — Check-out final utilities handoff. Full pairing matrix: Support — Section cross-reference.

• 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. Hub parity: Using in-app support — Check-out collections before refund. Full pairing matrix: Support — Section cross-reference.

• 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. Hub parity: Using in-app support — Check-out ledger cleanup before refund. Full pairing matrix: Support — Section cross-reference.

• 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. Hub parity: Common Workflows — Check-out vs cancellation. Full pairing matrix: Support — Section cross-reference.

• 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. Hub parity: Using in-app support — Cancellation collections before void. Full pairing matrix: Support — Section cross-reference.

• 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. Hub parity: Common Workflows — Wrong tenant on a booking. Full pairing matrix: Support — Section cross-reference.

• 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 (#2076), Manual Transactions vanished after soft-archive (#1897), 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. Hub parity: Common Workflows — Cancel Booking vs Delete Booking. Full pairing matrix: Support — Section cross-reference.

• 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 (#2076), 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. Hub parity: Common Workflows — Portfolio retirement decisions. Full pairing matrix: Support — Section cross-reference.

• 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 (#2076) 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. Hub parity: Common Workflows — Provider platform Delete Booking guard. Full pairing matrix: Support — Section cross-reference.

• Common Workflows — Provider platform Delete Booking guard — Hub matrix (bookings-detail-provider-platform-payment-field.png, bookings-detail-delete-booking-provider-platform-error-toast.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. Hub parity: Common Workflows — Archive property (building-level). Full pairing matrix: Support — Section cross-reference.

• 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. Hub parity: Using in-app support — Utility overage collections. Full pairing matrix: Support — Section cross-reference.

• 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. Hub parity: Common Workflows — Property setup to first arrival handoff. Full pairing matrix: Support — Section cross-reference.

• 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. Hub parity: Common Workflows — New inventory to first booking handoff. Full pairing matrix: Support — Section cross-reference.

• 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. Hub parity: Common Workflows — Confirmation to check-in handoff. Full pairing matrix: Support — Section cross-reference.

• 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. Hub parity: Common Workflows — Check-in to check-out handoff. Full pairing matrix: Support — Section cross-reference.

• 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. Hub parity: Common Workflows — Occupancy KPI to block hygiene handoff. Full pairing matrix: Support — Section cross-reference.

• 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

Confirmation alert triage

Pair with other Support hub sections

Upcoming Booking created / Payment received alerts pair with Pending manual receipt approval before you file Notifications module tickets for stale rows. Hub parity: Common Workflows — Confirmation alert triage. Full pairing matrix: Support — Section cross-reference.

• Common Workflows — Confirmation alert triage — Hub matrix (notifications-row-navigate-to-booking-detail.png, bookings-detail-transactions-approve-payment-modal.png)
• Processing a New Booking — Step 5b / Step 6 — Canonical confirmation gates
• Using in-app support — Confirmation alert triage — File Notifications module ticket when triage blocked
• Pending manual receipt approval — Payment received alert until Approve payments
• Notification row-click navigation — Row-click on /notifications before mark-read
• Payment alert to receivables triage — Contrast Upcoming vs Ongoing/Ended payment overdue

Walkthrough media

Pair with other Support 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: Support — 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
• Using in-app support — Support drawer and new-ticket MP4

Portfolio segmentation by tenant category

Pair with other Support hub sections

Segment-scoped escalations pair with Portfolio KPI review — Step 6 and FAQ — Finance tenant category filter parity. Hub parity: Common Workflows — Portfolio segmentation by tenant category. Full pairing matrix: Support — Section cross-reference.

• Common Workflows — Portfolio segmentation by tenant category — Hub matrix when segment filters must align across reservations, receivables, and tenant profiles
• 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)
• Tenants — Tenant category filter — Directory toolbar dropdown
• Glossary — Tenant category — Definition, portfolio filter catalog, and Finance parity

Pending manual receipt approval

Pair with other Support hub sections

Payment approval escalations on tickets pair with self-serve triage on Common Workflows — Pending manual receipt approval — clear amber Pending on Finance → Transactions before filing Total Debt or permission defects. Hub parity: Common Workflows — Pending manual receipt approval. Full pairing matrix: Support — Section cross-reference.

• 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)
• Finance debt receivables triage — Top debtors after Pending queue clears
• Finance module — Pending manual payments — Amber Pending chip and bulk Approve selected
• FAQ — Pending manual receipt approval hub — Symptom table for Approve payments / amber Pending
• Glossary — Pending manual receipt approval hub — Surface table + per-guide/module mesh reciprocal hub
• Notification triage — Step 4 — Row-click from /notifications into booking Transactions
• Using in-app support — Pending manual receipt approval — Self-serve path before New Support Ticket modal
• FAQ — Manual receipt still pending — Why Total Debt may not update until approval

Reject/revert mistaken receipts

Pair with other Support hub sections

Payment receipt disputes on tickets pair with self-serve triage on Common Workflows — Reject/revert mistaken receipts — Reject / Revert on booking Transactions before filing credit-note disputes. Hub parity: Common Workflows — Reject/revert mistaken receipts. Full pairing matrix: Support — Section cross-reference.

• Common Workflows — Reject/revert mistaken receipts — Hub matrix (bookings-detail-transactions-reject-modal-credit-note-banner.png, bookings-payment-row-actions-flow.mp4)
• FAQ — Reject/revert mistaken receipts hub — Symptom table for Reject / Revert / Issue credit notes
• Glossary — Reject/revert mistaken receipts hub — Surface table + per-guide/module mesh reciprocal hub
• Payment Allocation — Correcting mistaken receipts — Two-layer model, modal copy, and credit note accounting follow-up
• Using in-app support — Reject/revert mistaken receipts — Self-serve path before New Support Ticket modal
• Finance module — Bulk Reject selected on Finance → Transactions (Row actions on in-payment rows)
• Bookings module — Per-row Reject payment and Revert payment on booking Transactions (Row actions on in-payment rows)

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. Hub parity: Common Workflows — Month-end invoicing (fixed date). Full pairing matrix: Support — Section cross-reference.

• 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. Hub parity: Common Workflows — Bulk Hostkit invoicing. Full pairing matrix: Support — Section cross-reference.

• 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. Hub parity: Common Workflows — Rent reduction after invoicing. Full pairing matrix: Support — Section cross-reference.

• 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

Pair with other Support hub sections

Glossary rows pair with Glossary cluster cross-reference and FAQ — Key glossary terms when ticket descriptions reuse on-screen labels. Receipt disputes: Common Workflows — Reject/revert mistaken receipts. Full pairing matrix: Support — Section cross-reference.

• 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
• FAQ — Bulk Hostkit invoicing slow — Vivin paces Hostkit API calls and retries HTTP 429 during bulk Issue allocation / Invoice selected; refresh Transactions before re-issuing
• 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 (#2111)
• Glossary — Change history — Operator-initiated edits on Listings setup and Bookings Changelog; create-time defaults excluded (#2093)
• FAQ — Booking Changelog scope — Operator-initiated edits only; 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)
• Bookings — Provider platform payment — Non-rejected provider platform in-payment blocks Delete Booking until Reject or assign (#2076)
• FAQ — Delete Booking on integration reservation — Clear pending provider platform in-payment with Reject or assign before soft-archive (#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)
• 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 — 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 — Cód. Local in Connections — not Nº de Contador; strip leading zeros (#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 — Archive retires a building to Listings → Archived without deleting bookings; distinct from Delete Booking (reservation soft-archive) — Listings — Archived properties
• FAQ — Portfolio retirement decisions — Archive property (building) vs Cancel booking vs Delete Booking (reservation soft-archive) — three-way decision table
• Deposit lifecycle status — Payment-driven depositStatus pill on booking Deposit tab and Finance → Deposits rows
• Finance — Deposit status filter — Other filters → Deposit status multi-select when support tickets involve portfolio deposit triage (#2090)
• Finance — Deposit lifecycle status cards — Deposit lifecycle status row on Finance → Deposits; click Partial paid for collection shortfalls (#2091)
• FAQ — Partly collected security deposit — Paid above zero but below Amount on booking Deposit; Partial paid card on Finance → Deposits (#2090 / #2091)
• 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 — Paste the full sequential ticket ID (for example S259, T27) in Operations → Tickets toolbar Search (#2074)
• FAQ — Skip automatic check-in/out tickets for one booking — Turn off Use unit contract rents and other contract details on Add booking to reveal CI/CO ticket checkboxes (#1140)
• FAQ — Manual payments after Delete Booking — Delete Booking hides manual/provider_platform rows on Finance → Transactions; vIBAN and credit card stay visible (#1897)
• Glossary — Directory list load failures — First-fetch directory failures show Retry / Try again; distinct from filter-empty states and booking-sidebar tab errors
• Glossary — Vacant Unit Preference — Include manual blocks counts operator holds as free on Dashboard / Sales vacancy surfaces (#1427)
• FAQ — Communication or Tickets load failure — Tab-scoped Refresh (Communication) or Retry (Tickets); other booking sidebar tabs stay usable
• 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)
• Pending manual in-payment (Finance) — Why Manual Payments KPI and Total Debt lag until Approve payments clears the ledger (FAQ — Pending manual in-payment on /notifications)
• Notification row navigation — /notifications row-click into Bookings, Tenants, or Listings (including payment overdue → Handling a Late Payment — Step 1)
• FAQ — Notification row-click navigation — On /notifications, row click marks unread then opens link, bookingId, tenantId, listingId, or propertyId (first match); Dashboard bell General rows stay in-panel unless link is set
• FAQ — Phone shows Operations only — Mobile phone user agent locks operators with Operations access to /operations; iPads and narrow desktop browsers keep the full module list
• Tenant category — Portal segments, integration defaults, and portfolio filters when support tickets involve segment gates or Communication Rules audience
• Communication schedule — Emails toolbar calendar for lifecycle outreach referenced in communication escalations
• Finance Deposits date range — Toolbar default window on Finance → Deposits during check-out and deposit-dispute tickets
• FAQ — Deposit missing on Finance Deposits — Default ~3 months date range; clear or widen before triaging older move-outs or dispute row actions
• Same-day turnover — Shared-unit arrival/departure overlap across check-in/out coordination escalations
• FAQ — Archive a property — Edit property sidebar Archive / Unarchive on Listings; building-level — not Delete Booking or Cancel booking
• FAQ — Same-day turnovers — Check-out + check-in on one unit same day: Operations → Check-in & Check-out, Timeline / Multicalendar, turnover tickets
• Draft ticket (display status) — Operations far-future prep jobs that may explain missing ticket rows on support tickets
• FAQ — Automatic check-in email — Trigger matrix, 15-day cutoff, paper upload vs portal signing, Nuki-only toggle, Send / Resend on Contract Info
• FAQ — WhatsApp and email per booking — Bookings → Communication tab when tenant chatbot is enabled; Inbox for portfolio-wide triage
• 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 hub — Symptom table for segment vs Debt Aging
• FAQ — Finance Income status drill-down — Overview Income chart (Paid / Scheduled / In debt); click a segment for month-scoped payment-line modal; Debt Aging for booking-level receivables
• FAQ — Cash flow forecast drill-down hub — Symptom table for collections vs Income / Dashboard
• Glossary — Cash flow forecast drill-down hub — Surface table + per-guide/module mesh reciprocal hub
• FAQ — Cash flow forecast drill-down — Month / Day bar-click habit
• FAQ — Pending manual receipt approval hub — Symptom table for Approve payments / amber Pending
• Glossary — Pending manual receipt approval hub — Surface table + per-guide/module mesh reciprocal hub
• FAQ — Reject/revert mistaken receipts hub — Symptom table for Reject / Revert / Issue credit notes
• Glossary — Reject/revert mistaken receipts hub — Surface table + per-guide/module mesh reciprocal hub
• FAQ — Manual receipt still pending — Why Total Debt may not update until approval
• FAQ — Bookings that owe money — Top debtors and overdue buckets on Finance → Overview; Total Debt KPI is not a table
• FAQ — Fixed rent on variable unit — Variable listing + equal rent every contract month → booking stores fixed headline Monthly rent; payment plan unchanged