Common Workflows

This section provides step-by-step guides for the most frequently performed tasks in Vivin. Each workflow describes the complete sequence of actions, the modules involved, and what to watch out for at each step.

Finding your way in the app

For the management shell (sidebar, Create New, dashboard bell vs full Notifications), see Getting Started. First-time administrators should complete Getting Started — Recommended Setup Sequence (steps 1–3 account-wide, then Onboarding a New Property for steps 4–12, then setup steps 13–15 and Step 7 — Verify in Listings) before daily operational guides. Unfamiliar setup labels: Glossary — Setup sequence vocabulary. Self-serve troubleshooting during setup: FAQ & Troubleshooting). To bookmark or share exact pages, use Management Frontend Deep Links. Tenant-facing payment and portal behaviour pairs with Tenant Portal (including Portal access by tenant category); booking-scoped external automation pairs with Tenant MCP. Each workflow sub-guide opens with a First-time workspace setup tip tailored to that workflow's go-live prerequisites and a Finding your way in this guide tip with step anchors. Habit-specific shortcuts live under Related below and on every workflow sub-guide.

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 rely on the operational guides below. Guided walkthrough of settings steps 4–12: Onboarding a New Property. Each workflow sub-guide opens with a First-time workspace setup tip tailored to that workflow's go-live prerequisites. When behaviour does not match expectations during setup, check FAQ — Navigation & shortcuts, FAQ — Settings & tenant communications, and FAQ — Help & Vivin support before filing support tickets. When sign-in was restored mid-setup, see Getting Started — Lockout catch-up after password recovery. Step-to-workflow pairing after go-live: Setup sequence after go-live. Tab map: Account Settings — Tab cross-reference. Escalation: Support — Setup sequence escalation.

Product maps

Pair with other Common Workflows hub sections

These click paths open the same modules the At a glance table routes to — then follow the matching sub-guide for the checklist.

Ask AI Chat “Where do I open Listings for property onboarding, Bookings for processing a new reservation, Operations for check-in and check-out queues, Finance for late payments and deposits, and Notifications for alert triage (English labels — Common Workflows hub for Onboarding a New Property, Processing a New Booking, Managing a Check-in, Handling a Late Payment, and Notification triage — product navigation only, no account data)?” — then open those surfaces (ai-chat-product-context-workflows-hub-reply.png, ai-chat-product-context-workflows-hub-flow.mp4). The assistant typically points at the left-hand menu for Listings, Bookings, Operations, and Finance, and at Notifications for alert triage (bookmark /notifications or View all from the Dashboard bell — it is not a sidebar item). Same grounding external MCP clients get from get-vivin-context-overview (or get-vivin-context-bookings-tenants / get-vivin-context-operations / get-vivin-context-finance). Deep guides: Onboarding a New Property, Processing a New Booking, Managing a Check-in, Handling a Late Payment, Notification triage.

Walkthrough: ask AI Assistant for Common Workflows product maps, then open Listings, Bookings, Operations, Finance, and Notifications.

For the owner-then-Listings click path alone, see Onboarding a New Property (ai-chat-product-context-onboarding-property-reply.png, ai-chat-product-context-onboarding-property-flow.mp4) — ask AI Chat “Where do I open Owners under Settings Team and Listings under Portfolio to onboard a new property…?”

For the Bookings-then-Create-New click path alone, see Processing a New Booking (ai-chat-product-context-processing-booking-reply.png, ai-chat-product-context-processing-booking-flow.mp4) — ask AI Chat “Where do I open Bookings under Portfolio and Create New Booking to process a new booking…?”

For the Operations Check-in & Check-out click path alone, see Managing a Check-in (ai-chat-product-context-check-in-reply.png, ai-chat-product-context-check-in-flow.mp4) — ask AI Chat “Where do I open Operations under Business and the Check-in & Check-out tab to manage a check-in…?”

For the Operations Check-outs click path alone, see Managing a Check-out (ai-chat-product-context-check-out-reply.png, ai-chat-product-context-check-out-flow.mp4) — ask AI Chat “Where do I open Operations under Business and the Check-in & Check-out tab to manage a check-out — review upcoming departures with Next 7 days and the Check-outs filter…?”

For the Finance Debt Aging / Contract Values click path alone, see Handling a Late Payment (ai-chat-product-context-late-payment-reply.png, ai-chat-product-context-late-payment-flow.mp4) — ask AI Chat “Where do I open Finance under Business to handle a late payment — review Debt Aging on Overview and Contract Values with the In Debt filter…?”

For the Dashboard bell and full inbox click path alone, see Notification triage (ai-chat-product-context-notification-triage-reply.png, ai-chat-product-context-notification-triage-flow.mp4) — ask AI Chat “Where do I open the Dashboard bell and the full Notifications inbox at /notifications to triage alerts — use Unread and Mark all as read…?”

For the Bookings Contract Info Cancel booking click path alone, see Cancelling a Booking (ai-chat-product-context-cancelling-booking-reply.png, ai-chat-product-context-cancelling-booking-flow.mp4) — ask AI Chat “Where do I open Bookings under Portfolio to cancel a booking — open the booking sidebar Contract Info tab and Cancel booking with refund types…?”

For the Utilities Bills Add Bill click path alone, see Entering Monthly Utility Bills (ai-chat-product-context-monthly-utility-bills-reply.png, ai-chat-product-context-monthly-utility-bills-flow.mp4) — ask AI Chat “Where do I open Utilities under Tools to enter monthly utility bills — use the Bills tab and Add Bill with Upload PDF or Manual Entry…?”

For the Audit Manual Blocks click path alone, see Manual block hygiene (ai-chat-product-context-manual-block-hygiene-reply.png, ai-chat-product-context-manual-block-hygiene-flow.mp4) — ask AI Chat “Where do I open Audit under Tools to review manual blocks for Manual block hygiene — use the Manual Blocks tab with Reason and End columns, Created by filter, and unit Calendar edits…?”

For the Analytics month-range KPI click path alone, see Portfolio KPI review (ai-chat-product-context-portfolio-kpi-review-reply.png, ai-chat-product-context-portfolio-kpi-review-flow.mp4) — ask AI Chat “Where do I open Analytics under Business for Portfolio KPI review — use the month-range picker with Overview, Revenue, Occupancy, ADR, and RevPAR tabs, then reconcile on Dashboard and Sales…?”

For the sign-in Forgot password and Settings Users Resend password click path alone, see Resetting a Management User Password (ai-chat-product-context-password-reset-reply.png, ai-chat-product-context-password-reset-flow.mp4) — ask AI Chat “Where do I reset a management user password for Resetting a Management User Password — use the sign-in Forgot password link and /reset-password request form with Send reset link, or Settings Users Resend password for a teammate…?”

On desktop, + Create New opens the quick-create panel from almost any screen (categories such as People, Listings, Reservations, and Operations; Vivin internal accounts also see Tools shortcuts):

At a glance

Workflow	Typical trigger	Primary places
Onboarding a New Property	New building or unit goes live	Listings, Property setup to first arrival handoff, New inventory to first booking handoff
Processing a New Booking	Enquiry or direct reservation	Bookings, Confirmation to check-in handoff, Tenants
Managing a Check-in	Arrival week / key handover	Operations, Confirmation to check-in handoff, Same-day turnover coordination
Managing a Check-out & Deposit Refund	Departure and deposit settlement	Finance → Deposits, Check-out collections before refund, Check-out vs cancellation
Handling a Late Payment	Overdue rent or charges	Finance, Finance debt receivables triage, Notification triage
Cancelling a Booking	Tenant or operator cancels	Bookings, Check-out vs cancellation, Cancellation collections before void
Entering Monthly Utility Bills	Landlord bills / tenant overages	Utilities, Check-out final utilities handoff, Utility overage collections
Resetting a Management User Password	User locked out	Sign-in page (see workflow), Lockout catch-up after password recovery
Using in-app support	Product question for Vivin	Account Settings Support and floating Help & Support
Portfolio KPI review	Month-end / investor reporting	Analytics, Occupancy KPI to block hygiene handoff
Notification triage	Busy booking or payment days	Notifications, Payment alert to receivables triage, Confirmation alert triage
Manual block hygiene	Stale holds / occupancy dip	Audit, Occupancy KPI to block hygiene handoff, Listings calendars
Property & listing details (booking engine)	Marketplace / booking-engine copy	Listings, Deep Links

Workflow cross-reference

Pair with other Common Workflows hub sections

Use the handoff rows in At a glance and the habit hubs under Non-linear habits when a task spans multiple guides.

Use this table when one operator task naturally leads into another. Each sub-guide also opens with a First-time workspace setup tip for that workflow's go-live prerequisites.

Workflow	Pair with
Onboarding a New Property	Processing a New Booking, Managing a Check-in, Property setup to first arrival handoff, New inventory to first booking handoff
Processing a New Booking	Managing a Check-in, Confirmation to check-in handoff, Confirmation alert triage, Onboarding — Step 7
Managing a Check-in	Managing a Check-out, Same-day turnover coordination, Check-in to check-out handoff, Confirmation to check-in handoff
Managing a Check-out	Handling a Late Payment, Entering Monthly Utility Bills, Check-out collections before refund, Check-out vs cancellation
Handling a Late Payment	Notification triage, Check-out collections before refund, Utility overage collections, Cancellation collections before void
Cancelling a Booking	Handling a Late Payment, Manual block hygiene, Check-out vs cancellation, Cancellation collections before void
Entering Monthly Utility Bills	Managing a Check-out, Handling a Late Payment, Check-out final utilities handoff, Utility overage collections
Manual block hygiene	Portfolio KPI review, Occupancy KPI to block hygiene handoff, Onboarding a New Property
Portfolio KPI review	Manual block hygiene, Occupancy KPI to block hygiene handoff, Handling a Late Payment
Notification triage	Handling a Late Payment, Processing a New Booking, Payment alert to receivables triage, Confirmation alert triage
Resetting a Management User Password	Lockout catch-up after password recovery, Notification triage, Getting Started — Accessing the Platform
Using in-app support	Onboarding a New Property, Resetting a Management User Password, Get Help & Support

Non-linear habits (no dedicated step page yet — open the habit hub below):

Habit	Typical trigger	Start here
Wrong tenant on a booking	Reservation linked to the wrong tenant profile	Wrong tenant on a booking, Bookings — Change tenant
Cancel Booking vs Delete Booking	Real stay voided vs mistaken/test row	Cancel Booking vs Delete Booking, Portfolio retirement decisions
Portfolio retirement decisions	Archive a building vs cancel/delete a stay	Portfolio retirement decisions, Archive property (building-level)
Provider platform Delete Booking guard	Delete blocked on an integration reservation	Provider platform Delete Booking guard
Archived booking ledger visibility	Manual payments missing after Delete Booking	Archived booking ledger visibility
Archive property (building-level)	Retire a whole building from active pickers	Archive property (building-level)
Month-end invoicing (fixed date)	Same document date on many invoices	Month-end invoicing (fixed date), Bulk Hostkit invoicing
Rent reduction after invoicing	Mid-stay discount after Finance export	Rent reduction after invoicing
Bulk Hostkit invoicing	Month-end Issue allocation / credit notes	Bulk Hostkit invoicing
Lockout catch-up after password recovery	Sign-in restored after password reset	Lockout catch-up after password recovery
Portfolio segmentation by tenant category	Review one tenant segment across modules	Portfolio segmentation by tenant category
Partly collected security deposit	Deposit paid but below the full amount	Partly collected security deposit
Deposit missing on Finance Deposits	Older move-out outside the default date range	Deposit missing on Finance Deposits
Pending manual receipt approval	Bank transfer still pending approval	Pending manual receipt approval
Reject/revert mistaken receipts	Duplicate or wrong-amount transfer	Reject/revert mistaken receipts
Directory list refresh	Large directory needs a Retry	Directory list refresh
Booking sidebar tab refresh	Communication or Tickets needs a refresh inside a booking	Booking sidebar tab refresh
Finance debt receivables triage	Unsure which Finance surface to open	Finance debt receivables triage
WhatsApp per-booking messaging	Inbox vs Bookings → Communication	WhatsApp per-booking messaging
Bot reasoning (audit)	Why the tenant chatbot sent a Bot reply	Bot reasoning (audit)
ChatBot settings	Persona, IF/THEN rules, Status Bot	ChatBot settings

Lockout catch-up after password recovery

After Resetting a Management User Password — Step 3, work through backlog in this order — pick the row that matches your symptom:

Symptom after regaining sign-in	Start here	Notes
Unread payment or operations alerts	/notifications → Notification triage — Step 4	Row-click into booking before bulk Mark all as read — Notification row-click navigation
Pending manual in-payment alerts after lockout	Notification row-click navigation → Pending manual receipt approval	Row-click → Transactions → Approve (notifications-row-navigate-to-booking-detail.png)
Pending manual receipts inflated Total Debt	Pending manual receipt approval	Steps 6b across booking workflows — amber Pending chip on Finance → Transactions
Portal Copy / contract mail still blocked	Processing a New Booking — Step 6	Gates on live bookings delayed during lockout
Month-end KPIs / debt aging stale	Portfolio KPI review — Step 7	Poll AI usage API only after JWT refresh
External automation returns 403	Landlord MCP — How it connects	Rotate Bearer JWT + Mcp-Session-Id after Step 3
Deposit shortfalls surfaced during catch-up	Partly collected security deposit	Partial paid lifecycle card — distinct from rent Payment Plan
Older move-outs missing from Finance → Deposits	Deposit missing on Finance Deposits	Clear toolbar date range (~3 months default) before refund or dispute triage
Symptom	Likely cause	Fix
---------------------------------------------------------------------	--------------------------------------------------	----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
Total Debt still high after alert triage	Receipts still pending approval	Pending manual receipt approval — do not skip Steps 6b (finance-transactions-pending-pill.png); duplicate rows → Reject/revert mistaken receipts before Debt Aging
Landlord MCP / AI Chat auth errors	Stale management JWT	Resetting a Management User Password — Step 3 then refresh MCP credentials
Cannot open in-app Support tickets	Still signed out or missing Support permission	FAQ — Management Account Access before Using in-app support
Setup wizard blocked mid-sequence	Lockout delayed steps 4–15	Getting Started — Lockout catch-up then rerun Onboarding — Step 7
Partial paid card empty but booking Deposit shows shortfall	Toolbar date range excludes the stay	Deposit missing on Finance Deposits — clear range, then Partly collected security deposit
Deposit on booking Deposit tab but row missing on Finance	Default ~3 months window	Deposit missing on Finance Deposits (finance-deposits-date-range-clear-flow.mp4)
/notifications or Bookings list needs a refresh after lockout	Directory first-fetch incomplete	Directory list refresh — Retry before alert triage
Row-click opened booking but Communication still incomplete	Tab-scoped refresh only	Booking sidebar tab refresh — header Refresh

Also see: FAQ — Management Account Access · Landlord MCP.

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

Also see: FAQ — Lockout catch-up after password recovery hub · Glossary — Lockout catch-up after password recovery hub.

Also see: Common Workflows — Lockout catch-up after password recovery.

Portfolio segmentation by tenant category

Three surfaces share the same Tenant category vocabulary — pick the module that matches your triage scope:

Question	Start here	Notes
Reservation list or timeline by segment	Bookings → Tenant categories (toolbar)	Full account-wide portfolio filter catalog
Receivables, deposits, or contract values by segment	Finance → Other filters → Tenant category	Drawer lists every segment from GET /tenant-categories; ledger tabs read live
Profile counts and debt badges by segment	Tenants toolbar Tenant category dropdown	Same catalog as Bookings
Payment alerts cluster on one cohort	/notifications row-click → add segment filter	Pair Notification row-click navigation before account-wide rule changes
Symptom	Likely cause	Fix
---------------------------------------------------------------------	-----------------------------------------------------	-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
Segment on Bookings but missing on Finance drawer	Stale session or segment deleted in Settings	Refresh Finance Other filters — Finance loads full GET /tenant-categories catalog; see FAQ — Finance tenant category filter parity
Filter results stale after Tenants → Tenant Info recategorization	Ledger tab not reloaded, or Overview cache (~10 min)	Reload ledger tabs; wait up to ~10 min on Overview — Glossary — Finance tenant category cache refresh
Direct booking has wrong portal modules	Add booking has no category field	Assign on Tenant Info before contract mail — FAQ — Assign tenant category for direct booking
Month-end KPIs skewed to one segment	Mixed portfolio in default views	Portfolio KPI review — Step 6 — align filters across modules
Collections concentrated on Unassigned	Integration default not set	Settings > Tenant categories
Top debtors skewed to one segment	Mixed portfolio in default Finance views	Finance debt receivables triage — add Tenant category filter on Overview / Contract Values first
Segment filter on Finance but Debt Aging still mixed	Filter applies to ledger tabs, not KPI headline alone	Mirror segment on Bookings and Tenants — Portfolio KPI review — Step 6
Question	Segment-scoped debt	Whole-portfolio debt
------------------------------------------	-------------------------------------------------------------------------------------------------------------------------------------------------------	---------------------------------------------------------------------------------------------------------------------------------------
Where to filter	Finance → Other filters → Tenant category	Debt Aging / Top debtors without segment filter
When segment missing on Finance drawer	Mirror Bookings filter first — FAQ — Finance tenant category filter parity	Load Contract Values for a property
Month-end sign-off	Portfolio KPI review — Step 6 + Step 7	Portfolio KPI review — Step 7
Departure-week debt on one segment	Bookings → Other filters + Finance → Deposits	Managing a Check-out — Step 6
Cancellation backlog on one segment	Bookings → Other filters before settlement	Cancelling a Booking — Step 2
First-month bulk export after confirm	Settings → Invoicing fixed Invoice date before Issue allocation	Processing a New Booking — Month-end invoicing (fixed date)
Collections month-end bulk export	Fixed Invoice date before Issue allocation during Step 6b	Handling a Late Payment — Month-end invoicing (fixed date)
Move-in month-end bulk export	Fixed Invoice date before Issue allocation during Step 6b	Managing a Check-in — Month-end invoicing (fixed date)
Alert cleanup before month-end bulk export	Finish Pending triage in Step 5 before Issue allocation	Notification triage — Month-end invoicing (fixed date)
Departure-week month-end bulk export	Fixed Invoice date before Issue allocation during Step 6b	Managing a Check-out — Month-end invoicing (fixed date)
Utility bill month-end bulk export	Finish Missing data + overage Pending before Issue allocation	Entering Monthly Utility Bills — Month-end invoicing (fixed date)
Occupancy hygiene before month-end export	Clear stale holds in Step 5 before Issue allocation unmasks receivables	Manual block hygiene — Month-end invoicing (fixed date)

When KPI drift, collections concentration, or profile hygiene applies to only one tenant segment (corporate, short-stay, or Unassigned), apply Tenant category filters consistently on Bookings → Tenant categories (toolbar), Finance → Other filters, and Tenants toolbar — then reconcile in Portfolio KPI review — Step 6. Pair with FAQ — Portfolio segmentation by tenant category hub, Glossary — Portfolio segmentation by tenant category hub, Glossary — Tenant category, FAQ — Assign tenant category for direct booking, FAQ — Finance tenant category filter parity, Occupancy KPI to block hygiene handoff (when segment — not holds — explains the dip), and Finance debt receivables triage when overdue rows cluster on one segment.

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

Month-end invoicing (fixed date)

When month-end close requires every Fatura or Invoice-xpress document in a batch to share one posting date (for example the last calendar day of the month), set a fixed Invoice date under Settings → Invoicing before you run bulk Issue allocation / Invoice selected on Finance → Transactions — the same bulk toolbar Hostkit accounts use for Bulk Hostkit invoicing.

Question	Use fixed date	Use day-of-issue
Month-end batch needs same document date	Use today as invoice date off + saved date	Leave toggle on
One-off invoice today	Toggle on before issuing	Fixed date would back-date or forward-date wrongly
Hostkit month-end Issue allocation	Amber banner confirms saved date on Transactions	N/A for uniform backdating
Symptom	Likely cause	Fix
----------------------------------------------	-----------------------------------	-------------------------------------------------------------------------------------------------------------------------------
Issued invoices show wrong document date	Fixed Invoice date still active	Invoicing — Default invoice date — turn toggle on after batch
No amber banner on Transactions	Toggle still on or unsaved date	Save fixed date in Invoicing, reload Transactions
Bulk Pending on Hostkit — not a date issue	API pacing	Bulk Hostkit invoicing — leave batch running; refresh before re-issue
Forgot to reset after month-end	Next day's invoices use saved date	Turn Use today as invoice date back on
Question	Settings Invoicing	Finance → Transactions bulk
-------------------------------	-----------------------------------------------	---------------------------------------------------------------------
Uniform month-end document date	Use today off + Invoice date + Save	Invoice selected / Issue allocation with amber toolbar banner
Hostkit large batch	Same fixed date applies to every document	Same pacing as Bulk Hostkit invoicing
After batch completes	Toggle Use today back on	Spot-check document dates in transaction detail

Also see: FAQ — Month-end invoicing (fixed date) hub · Invoicing — Default invoice date.

Bulk Hostkit invoicing

When month-end Issue allocation or Invoice selected runs on many Finance → Transactions rows, Vivin paces Hostkit API calls per listing key and retries rate-limit responses with backoff — large batches can take several minutes even though the UI stays responsive.

What you see	What it usually means	What to do
Rows stay Pending for several minutes	Hostkit rate limit — Vivin is pacing per listing key	Leave the batch running; refresh Transactions before duplicate Issue allocation
Rows still not Invoiced after a refresh	Missing Listing keys or blank Hostkit invoice series	Integrations — Hostkit + Invoicing — Hostkit series
Hostkit invoice series is not configured toast	Series field empty on account	Save the exact FR code from Hostkit Faturação → Séries
Month-end date wrong on issued documents	Fixed Invoice date still active	Month-end invoicing (fixed date) — toggle Use today back on after batch
Need uniform document date before bulk export	Day-of-issue toggle still on	Month-end invoicing (fixed date) — save fixed date first (settings-invoicing-invoice-date-toggle.png)
Not issued credit note queue after month-end cleanup	Reject / Revert on invoiced charges	Reject/revert mistaken receipts → Issue credit notes (N) — same Hostkit pacing as Issue allocation
Duplicate Issue allocation on same rows	Batch still Pending	Refresh Transactions first — do not stack runs
Change monthly rent clamped below exported total	Invoiced floor — not a Hostkit issue	Rent reduction after invoicing — external credit note, then Issue credit notes (bookings-rent-reduction-invoiced-floor-flow.mp4) — not more Issue allocation
Month-end repricing before first export	Schedule still editable on booking	Issue allocation here — floor applies only after export

Question	Booking workspace	Finance → Transactions bulk
Reduce exported rent net	Change monthly rent clamps; Edit amount issues a credit note	Not issued credit note → Issue credit notes (N)
Export many uninvoiced rent rows	N/A	Issue allocation — Bulk Hostkit invoicing
Pending / Failed Hostkit rows	Unrelated to rent floor	Leave batch running; refresh before re-issue

Also see: FAQ — Bulk Hostkit invoicing hub · FAQ — Bulk Hostkit invoicing slow.

Notification row-click navigation

On the full Notifications page at /notifications, row click marks unread items read, then navigates when the event carries a target — not on most Dashboard bell General rows (they open Notification detail in-panel unless link is set).

Surface	Row click behaviour	Best for
/notifications	Opens link, then bookingId, tenantId, listingId, or propertyId (first match)	Payment alerts, ticket pings, portfolio triage with search/filters
Dashboard bell — General	Opens in-panel detail; rarely jumps to Bookings	Quick scan of recent events on desktop
Dashboard bell — Inbox	Follows link to /inbox or booking Communication	WhatsApp / inbox message pings
Mobile	Bell hidden — bookmark /notifications	Same row-click navigation as desktop full page
Symptom	Likely cause	Fix
-------------------------------------------------------	----------------------------------------------------------	----------------------------------------------------------------------------------------------------------------
Pending manual in-payment alert will not clear	Receipt still pending on ledger	Row-click → Transactions → Approve — Pending manual receipt approval
Payment overdue row opened booking but debt unclear	Alert deep-linked reservation only	Payment Plan / Debt Aging — Finance debt receivables triage
Bell General row did not open Bookings	In-panel detail is default	Use /notifications for row-click triage
Total Debt unchanged after row-click + approve	Wrong alert type — still pending elsewhere	Amber Pending chip on Finance → Transactions
Unread count returns after Mark all as read	New Pending manual in-payment rows	Expected until ledger approval — not a bug
New WhatsApp message from … on /notifications	Message alert mixed with payment rows	Bell Inbox sub-tab or Tools → Inbox — WhatsApp per-booking messaging
Row-click opened booking but need Payment Plan	bookingId deep link, not link to Communication	Bookings → Communication after landing — same WhatsApp thread as Inbox
Bell General row did not open thread	In-panel detail is default for payment alerts	Switch to bell Inbox or /notifications when summary reads New WhatsApp message from …
Question	Message alert entry	Payment / ticket alert entry
---------------------------------------	---------------------------------------------------------	-----------------------------------------------------------------------------------------------------
Start on Dashboard	Bell Inbox sub-tab (rows with link)	Bell General or bookmark /notifications
Need reservation context while replying	Bookings → Communication	Row-click → booking sidebar — Notification row-click navigation
Full inbox history + filters	/notifications (mixed General + Inbox rows)	Same page — row-click opens link or entity id

Also see: FAQ — Notification row-click navigation hub · Glossary — Notification row navigation.

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

Payment notification (operator)

Email and in-app alerts tell operators when tenant money lands or balances fall behind. Three row families on /notifications often confuse triage — distinguish them before bulk mark-read:

Row type	Typical summary	Next step
Payment received	Payment received from tenant …	Row-click → booking Transactions — Approve when status is still pending (Pending manual receipt approval)
Pending manual in-payment	Operator-recorded receipt still pending	Row-click → Approve payment — Pending manual in-payment (Finance)
Payment overdue	Scheduled charge or balance past due	Payment alert to receivables triage — Ongoing/Ended before Debt Aging
Question	Start here	Notes
--------------------------------------------------------	----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------	----------------------------------------------------------------------------------------------------------------
No email when tenant pays	Preferences → Notifications & Emails + Personal Settings → Your email preferences	Both account master and per-user Payment notification emails required
Email but no in-app row	Preferences → In-app notifications → Payments + your Payments opt-out	Personal Payment notification emails also gates in-app audience
Teammate missing payment rows	They need Payment notification emails on /settings/personal	Rows use visibleToPropertyManagerIds per-PM scoping
Payment received but Total Debt unchanged	Receipt still pending	Pending manual receipt approval — not a broken notification
Opened Debt Aging from payment overdue too early	Skipped single-booking triage	Payment alert to receivables triage — row-click → Payment Plan first
Upcoming alert treated as collections	Wrong lifecycle band	Confirmation alert triage — contrast Upcoming vs Ongoing/Ended

Also see: FAQ — Payment notification (operator) hub · Glossary — Payment notification (operator).

Walkthrough: distinguish Payment received, Pending manual in-payment, and payment overdue rows on /notifications before bulk mark-read.

Rent reduction after invoicing

When Finance has already invoiced rent for a calendar month, Change monthly rent still clamps exported months. On booking Contract Values → Edit amount, lowering a fully invoiced line issues a credit note; Save stays blocked only on a partly invoiced mix. The Finance → Contract Values table does not run this editor — use Open booking.

Symptom	Surface	Fix
Month saves at invoiced amount, not your lower entry	Contract Info → Change monthly rent	Blue Already invoiced months banner — clamped months keep exported totals; other months save at your amount
Edit amount lists Issue a credit note	Contract Values → Edit amount	Save creates the pending credit note — then Not issued credit note → Issue credit notes (N) (Edit amount)
Save disabled on a partly invoiced line	Contract Values → Edit amount	Mixed invoiced + not-invoiced cash cannot share one instrument
Hostkit Not issued credit note after rent relief	Credit note registered in Vivin	Issue credit notes (N) — same pacing as Bulk Hostkit invoicing
Repricing after equal-month inference on variable unit	Change monthly rent reopen	Same floor applies — pair FAQ — Fixed rent on variable unit
Question	In-product rent edit	Hostkit month-end batch
-------------------------------	---------------------------------------------------	-----------------------------------------------------------------------------------------------------------------------------
Lower net on a fully invoiced month	Edit amount issues a credit note	Then Issue credit notes on Transactions
First-time export of rent lines	N/A — schedule still editable	Issue allocation / Invoice selected — Bulk Hostkit invoicing
Batch stays Pending	Floor unrelated — check booking modals	Refresh Transactions before duplicate Hostkit run

Also see: FAQ — Rent reduction after invoicing hub · FAQ — Lower rent below invoiced.

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

Pending manual receipt approval

Three surfaces share the same pending ledger state — pick the one that matches your triage scope:

Question	Start here	Notes
Portfolio-wide Pending queue or bulk approve	Finance → Transactions	Amber Pending chip on All card; Reject selected is bulk-only
Approve while reviewing one booking	Bookings → Transactions	Per-row Approve payment with Payment Plan context
Alert on /notifications or bell	Row-click → booking Transactions	Notification triage — Step 4 before Step 5
Symptom	Likely cause	Fix
------------------------------------------------------	-----------------------------------------------------------------------------------------------------------	-----------------------------------------------------------------------------------------------------------------------
Total Debt / In debt unchanged after recording	Receipt still pending — not approved	Approve payment on Finance → Transactions or booking Transactions
Manual Payments KPI non-zero but queue unclear	KPI totals monthly manual in-payments including pending — card opens month drill-down, not pending-only	Triage amber Pending chip on Transactions, not Overview alone
Pending manual in-payment alert persists	Same ledger state — alert is expected	Row-click → Approve — Notification row-click navigation
Duplicate bank transfer recorded	Wrong amount or wrong booking	Reject while still pending — Reject/revert mistaken receipts
Typed the wrong € on a real pending receipt	Receipt is correct; amount is not	Pencil Edit amount, then Approve — Bookings — Edit payment amount
Month-end KPIs disagree after lockout	Pending mesh accumulated during sign-in outage	Lockout catch-up after password recovery + Steps 5b / 6b
Duplicate transfer in Pending queue	Wrong booking or double entry before approval	Reject selected — Reject/revert mistaken receipts; do not Approve both rows
Duplicate already approved during month-end	Wrong amount slipped through Approve selected	Revert payment — Reject/revert mistaken receipts
Question	Legitimate receipt	Duplicate / mistake
-----------------------------------------------	------------------------------------------	--------------------------------------------------------------------------------------------------------------------------------------------
Row still pending	Approve payment / Approve selected	Reject payment / Reject selected — Reject/revert mistaken receipts
Row already approved	N/A — receipt is live	Revert payment — same hub
Finance already invoiced charge	Approve only when amount is correct	Reject / Revert → Issue credit notes (N)
Total Debt / KPI lag	Expected until Approve	Reject duplicate — not a receivables drill-down issue
Debt Aging still high after Approve	Real arrears remain	Finance debt receivables triage — Top debtors / overdue buckets
Opened Debt Aging before approving transfer	Pending rows still inflate KPIs	Pending manual receipt approval — amber Pending chip first (finance-transactions-pending-pill.png)

Until approval, Total Debt, Manual Payments KPI (monthly total — clickable drill-down is not the pending queue), and /notifications Pending manual in-payment rows may lag. Pair with FAQ — Pending manual receipt approval hub (finance-transactions-pending-pill.png, finance-transactions-pending-approve-flow.mp4), Glossary — Pending manual in-payment (Finance), Glossary — Pending manual receipt approval hub, FAQ — Manual receipt still pending, FAQ — Pending manual in-payment on /notifications, FAQ — Reject or revert an incoming payment (Reject while pending vs Revert after Approve), Reject/revert mistaken receipts (duplicate cleanup — finance-transactions-bulk-reject-selected-bar.png, bookings-payment-row-actions-flow.mp4), Notification row-click navigation (alert-driven entry on /notifications), Finance debt receivables triage (Total Debt / In debt until approval clears), Payment Allocation, Glossary — Credit note (payment reject/revert), FAQ — Dashboard Total Debt subtitle, Lockout catch-up after password recovery, and Portfolio KPI review — Step 7.

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

Wrong tenant on a booking

When the reservation is valid but linked to the wrong tenant profile (duplicate email/NIF picker mistake, channel import matched the wrong person), use Change tenant on Contract Info — not Delete Booking or Cancel booking.

| Question | Use | Notes | | ------------------------------------------------------------------ | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------- | -------------------- | | Wrong person on valid upcoming stay | Change tenant | Upcoming, future check-in, no signed contract | | Entire row is duplicate import / test | Delete Booking | Cancel Booking vs Delete Booking | | Real stay voided under policy | Cancel booking | Refund dialog — same hub |

Symptom	Likely wrong control	Fix
Need different tenant, booking otherwise correct	Delete Booking or editing tenant master data in place	Change tenant swap icon on Contract Info
Duplicate channel import for same dates	Change tenant	Delete Booking after Processing a New Booking — Step 1 duplicate check
Change tenant greyed out	Signed contract or check-in passed	Cannot reassign — see Bookings — Change tenant guards
Reassign booking rejected on confirm	Paid + invoiced allocation on booking	Expected — past invoices stay on original tenant for audit
Question	Change tenant	Delete Booking
--------------------------	------------------------	-------------------------
Booking row valid?	Yes — wrong profile link	No — remove mistaken row
Payment plan rebuilt?	No	N/A (soft-archive)
Finance → Transactions	Unchanged on reassign	Manual hidden
Duplicate import but dates/unit valid — wrong person linked	Change tenant on Step 6 — not Delete Booking	Processing a New Booking — Wrong tenant on a booking
Pre-cancel profile linked to wrong tenant	Change tenant before Step 4 when stay is Upcoming	Cancelling a Booking — Wrong tenant on a booking
Departure week finds wrong Tenant card	Change tenant disabled after check-in — fix upstream on Step 1	Managing a Check-out — Wrong tenant on a booking
Go-live import linked wrong profile	Change tenant on first confirmation after Step 7	Onboarding a New Property — Wrong tenant on a booking
Month-end used Delete when profile was wrong	Change tenant on Upcoming rows — not soft-archive on Step 5	Manual block hygiene — Wrong tenant on a booking
Collections triage finds wrong Tenant card on Upcoming row	Change tenant on Step 1 before escalation — not Delete Booking	Handling a Late Payment — Wrong tenant on a booking
Arrival week finds wrong profile on Contract Info	Change tenant on Step 5 before key handover — greys out after check-in	Managing a Check-in — Wrong tenant on a booking
Month-end used Delete when profile link was wrong	Change tenant on Upcoming rows during Step 7 — not soft-archive	Portfolio KPI review — Wrong tenant on a booking
Utility overage landed on wrong guest's booking	Change tenant while still Upcoming on Step 4 — not tenant master-data edit in place	Entering Monthly Utility Bills — Wrong tenant on a booking
Alert row-click shows wrong Tenant card	Change tenant after Step 4 — before contract signing	Notification triage — Wrong tenant on a booking
Lockout catch-up backlog has wrong profile links	Change tenant during Step 3 catch-up mesh — not Delete Booking	Resetting a Management User Password — Wrong tenant on a booking
Change tenant greyed out or guard defect	File Bookings module ticket on New Support Ticket modal — attach booking URL	Using in-app support — Wrong tenant on a booking

Also see: FAQ — Wrong tenant on a booking · Glossary — Wrong tenant on a booking hub.

Walkthrough: open Change tenant, search for another tenant in the account, review the audit warning (demo cancels without reassigning).

Cancel Booking vs Delete Booking

Question	Use	Finance → Transactions after action
Real stay voided under policy	Cancel booking on Contract Info	All payment types stay visible — filter Canceled
Duplicate import or training row	Delete Booking (soft-archive)	Manual Transactions hidden; System Transactions stay
Wrong person on valid upcoming stay	Change tenant — not this hub	Wrong tenant on a booking (bookings-detail-change-tenant-modal.png)
Whole building leaves pickers	Archive property — not this hub	Portfolio retirement decisions
Sunsetting building by deleting every reservation	Delete Booking on each stay	Archive property on Listings → Portfolio
Need refund dialog on real void	Delete Booking	Cancel booking — workflows-cancel-booking-refund-modal-flow.mp4
Question	Building scope	One reservation
------------------------------------------------------	----------------------------------	---------------------------------------
Retire whole building from pickers	Archive property	N/A — use building Archive
Void real stay under policy	N/A	Cancel booking
Remove duplicate import / test row	N/A	Delete Booking
Month-end ledger still shows manual rows after cleanup	Used Delete on reconciled stay	Cancel when history matters
Symptom	Likely wrong control	Fix
------------------------------------------------------------------------	------------------------------------------------------------------------------------------------------------------------------------------------------------------------------	------------------------------------------------------------------------------------------------------------------------------------------------------------
Need refund dialog and settlement history	Delete Booking	Cancel booking — Cancelling a Booking
Manual receipts vanished from Finance	Delete Booking on reconciled stay	Expected — use Cancel when ledger history matters
Delete Booking blocked with toast	provider platform in-payment still present	Reject or assign first — FAQ — Delete Booking on integration reservation
Month-end totals short after cleanup	Soft-archived rows with manual receipts	FAQ — Manual payments after Delete Booking
Need different tenant, not a duplicate row	Delete Booking on valid stay	Change tenant — Wrong tenant on a booking
Picker linked wrong profile during Add booking	Cancel booking or Delete	Change tenant when stay is otherwise correct
Duplicate channel import on same dates	Delete Booking on Step 1 — not Cancel booking	Processing a New Booking — Cancel Booking vs Delete Booking
Real void needs refund dialog — not soft-archive	Cancel booking on Step 4 — hub: Cancel Booking vs Delete Booking	Cancelling a Booking — Cancel Booking vs Delete Booking
Month-end totals short after Delete on reconciled stays	Cancel when ledger history matters — Step 5	Manual block hygiene — Cancel Booking vs Delete Booking
Go-live test booking on new inventory	Delete Booking on duplicate import after Step 7 — not building Archive	Onboarding a New Property — Cancel Booking vs Delete Booking
Reconciled Ended departure — manual receipts still needed	Leave Ended or Cancel — not Delete Booking on Step 7	Managing a Check-out — Cancel Booking vs Delete Booking
Month-end ledger gaps after soft-archive cleanup	Cancel when Manual Transactions must stay visible — Step 7	Portfolio KPI review — Cancel Booking vs Delete Booking
Last-resort collections escalation needs policy void with settlement	Cancel booking on Step 6 — not Delete Booking when manual receipts matter	Handling a Late Payment — Cancel Booking vs Delete Booking
Test or duplicate Upcoming arrival before key handover	Delete Booking on mistaken row on Step 1 — not Cancel for real voids	Managing a Check-in — Cancel Booking vs Delete Booking
Month-end utility close missing overage Manual Transactions	Cancel when ledger history matters — Step 5	Entering Monthly Utility Bills — Cancel Booking vs Delete Booking
Payment alert row-click — unsure Cancel vs Delete vs Archive	Confirm reservation scope on Step 4 before acting	Notification triage — Cancel Booking vs Delete Booking
Lockout catch-up backlog has test imports to clean up	Delete Booking on duplicate rows during Step 3 catch-up — Cancel for real voids	Resetting a Management User Password — Cancel Booking vs Delete Booking
Delete Booking blocked or ledger rows vanished unexpectedly	File Bookings module ticket from New Support Ticket modal — attach booking URL	Using in-app support — Cancel Booking vs Delete Booking

Cancel booking runs policy settlement and keeps the reservation in Canceled filters with full ledger history. Delete Booking soft-archives mistaken or test rows and drops them from default Bookings lists. Pair with Wrong tenant on a booking when the reservation is valid but the Tenant card points at the wrong profile — Change tenant, not Delete. Pair with FAQ — Cancel Booking vs Delete Booking, Glossary — Cancel Booking vs Delete Booking hub, FAQ — Wrong tenant on a booking, Portfolio retirement decisions (three-way Archive vs Cancel vs Delete — listings-archived-populated-table.png), FAQ — Manual payments after Delete Booking (Manual Transactions hidden), Cancelling a Booking (real voids), Processing a New Booking — Step 1 (duplicate imports), and Portfolio KPI review — Step 7 (month-end ledger gaps).

Walkthrough: Contract Info → Cancel booking → review refund types (contrast with Delete Booking, which has no refund dialog).

Portfolio retirement decisions

Three controls retire inventory at different scopes — pick the one that matches your goal:

Goal	Control	Scope	List visibility	Finance → Transactions
Sunset a whole building	Archive property	Building	Listings → Archived tab; hidden from default pickers	All booking history and payment rows stay visible
Void a real stay under policy	Cancel booking	One reservation	Canceled filter / status	All payment types stay visible
Remove mistaken/test reservation	Delete Booking	One reservation	Drops from default Bookings lists (soft-archive)	System Transactions (vIBAN, credit card) stay; Manual Transactions hidden
Symptom	Likely wrong control	Fix
-----------------------------------------------	------------------------------------------------	-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
Need full ledger for a voided real stay	Delete Booking	Use Cancel booking — Cancelling a Booking
Manual receipts vanished after cleanup	Delete Booking on a stay you still reconcile	Expected — use Cancel when you need manual rows; see FAQ — Manual payments after Delete Booking
Building should leave pickers but history stays	Delete Booking on every reservation	Archive property on Listings → Portfolio — FAQ — Archive a property
Delete Booking blocked on OTA import	Pending provider platform in-payment	Reject or assign first — FAQ — Delete Booking on integration reservation
Reservation void needed but used Delete	No refund dialog on soft-archive	Cancel booking — Cancel Booking vs Delete Booking
Building sunsetting via many Delete actions	Reservations gone but building still in pickers	Archive property — not per-reservation Delete
Question	Archive property	Cancel booking	Delete Booking
-------------------------------------------------------	------------------------------------------------------------------------------------------------------------------------------------------------------------------------------	-------------------------------------------------------------------------------------------------------------------------------------------------	---------------------------------------
Scope	Whole building	One real void	One mistaken/test row
Finance → Transactions	All rows stay	All types stay	Manual hidden
List visibility	Listings → Archived	Canceled filter	Drops from default lists
Month-end Step 7	Occupancy / pickers	Full ledger on voids	Ledger gaps if used on reconciled stays
Whole building leaves portfolio after hygiene pass	Clear holds on Step 5 then Archive property — not per-reservation Delete	Manual block hygiene — Portfolio retirement decisions
Real void needs refund dialog — not soft-archive	Cancel booking on Step 4 — hub: Cancel Booking vs Delete Booking	Cancelling a Booking — Portfolio retirement decisions
Last departure before building sunsetting	Finish Step 7 before Archive property on Listings → Portfolio	Managing a Check-out — Portfolio retirement decisions
Go-live mistaken test booking on new inventory	Delete Booking on duplicate import Step 1 — not building Archive	Processing a New Booking — Portfolio retirement decisions
New property accidentally archived during setup	Unarchive from Listings → Archived after Step 7 — building Archive is sunsetting only	Onboarding a New Property — Portfolio retirement decisions
Month-end utility gaps before building sunsetting	Finish Step 5 before Archive property — not per-reservation Delete	Entering Monthly Utility Bills — Portfolio retirement decisions
Collections escalation before policy void	Step 6 — Cancel booking not Delete Booking for real arrears	Handling a Late Payment — Portfolio retirement decisions
Upcoming arrivals on building being retired	Step 1 — finish departures before Archive property	Managing a Check-in — Portfolio retirement decisions
Alert row-click before retirement scope choice	Step 4 — Cancel vs Delete vs building Archive	Notification triage — Portfolio retirement decisions
Lockout-delayed retirement catch-up	Step 3 → hub Lockout catch-up	Resetting a Management User Password — Portfolio retirement decisions
Archive / Unarchive or Delete guard defects	New Support Ticket modal — module Listings or Bookings	Using in-app support — Portfolio retirement decisions

Also see: FAQ — Portfolio retirement decisions · Glossary — Portfolio retirement decisions hub.

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

Provider platform Delete Booking guard

Integration reservations with a non-rejected provider platform in-payment cannot be soft-archived until that row is Rejected or assigned to another booking. Open booking Transactions or Finance → Transactions, clear the in-payment, then retry Delete Booking on Contract Info → Check-in & Check-out.

Symptom	Likely wrong control	Fix
Delete Booking blocked with toast	provider platform in-payment still present	Reject or assign on booking Transactions / Finance → Transactions — then retry Delete Booking
Tried Delete payment on provider-platform row	Ledger rail does not support delete	Reject or assign — see Bookings — Provider platform payment
Real void needs full ledger history	Delete Booking on integration stay	Cancel booking — Cancelling a Booking
Month-end ledger gaps after Delete	Soft-archive on reconciled stay	Use Cancel when Manual Transactions must stay — Archived booking ledger visibility
Duplicate channel import on same dates	Delete before clearing in-payment	Processing a New Booking — Step 1 — Reject first
Test Upcoming row before key handover	Delete blocked on integration import	Managing a Check-in — Step 1 — clear in-payment then Delete
Go-live test booking on new inventory	Delete blocked after Step 7	Onboarding a New Property — Provider platform Delete Booking guard
Alert row-click — Delete on integration import	Pending provider platform in-payment	Notification triage — Step 4 — Reject before Delete
Lockout catch-up duplicate imports	Delete blocked during Step 3 catch-up	Resetting a Management User Password — Provider platform Delete Booking guard
Guard persists after correct Reject / assign	Product defect	Using in-app support — Provider platform Delete Booking guard — module Bookings ticket

Also see: FAQ — Delete Booking on integration reservation · Glossary — Provider platform Delete Booking guard hub.

Walkthrough: open booking Transactions, Reject the provider platform in-payment, then retry Delete Booking on Contract Info.

Archived booking ledger visibility

Delete Booking soft-archives the reservation. On Finance → Transactions, Manual Transactions rows tied to that booking — transfer, cash, deposit refund, provider platform, and similar operator-recorded types — are hidden so test or mistaken stays do not clutter the portfolio ledger. System Transactions (vIBAN, credit card) stay visible for bank/card reconciliation. Canceled bookings that are not archived keep every type visible. Use Cancel booking when you need full ledger history for a real void.

Symptom	Likely wrong control	Fix
Manual receipts vanished after cleanup	Delete Booking on reconciled stay	Use Cancel when Manual Transactions must stay — Cancel Booking vs Delete Booking
Month-end totals short after training-row cleanup	Delete Booking on stays you still reconcile	Portfolio KPI review — Step 7 — use Cancel when history matters
Need full ledger for voided real stay	Delete Booking	Cancel booking — Cancelling a Booking
vIBAN / credit card rows still visible	Expected — not a sync bug	System Transactions stay for reconciliation
Building sunsetting ledger gaps	Per-reservation Delete vs Archive	Portfolio retirement decisions — Archive property keeps all ledger rows
Duplicate import cleanup on Step 1	Delete hides manual rows afterward	Processing a New Booking — Step 1 — expected for test rows
Collections escalation needs policy void	Delete Booking on real arrears	Cancel booking on Step 6 when manual receipts matter
Utility close missing overage manual rows	Delete on reconciled stay	Entering Monthly Utility Bills — Step 5 — use Cancel when history matters
Reconciled Ended departure	Delete Booking when manual receipts needed	Leave Ended or Cancel — Managing a Check-out — Step 7
Test Upcoming row before key handover	Delete hides manual rows afterward	Managing a Check-in — Step 1 — expected for mistaken rows
Lockout catch-up cleanup used Delete	Ledger gaps after soft-archive	Resetting a Management User Password — Step 3 — prefer Cancel when history matters
Ledger rows vanish unexpectedly	Product confusion vs expected	Using in-app support — Archived booking ledger visibility — module Bookings when behaviour differs

Also see: FAQ — Manual payments after Delete Booking · Glossary — Archived booking ledger visibility hub.

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

Archive property (building-level)

When a whole building leaves the portfolio for good, retire it from active pickers without deleting booking or finance history — distinct from per-reservation Cancel Booking vs Delete Booking and the three-way scope table in Portfolio retirement decisions.

Step	Action	Notes
1	Clear stale manual blocks on each unit calendar	Manual block hygiene — Step 5 before sunsetting
2	Confirm no Upcoming arrivals remain on the building	Managing a Check-in — Step 1 — finish departures before Archive
3	Open Listings → Portfolio, Edit property sidebar → danger zone Archive	App confirms first; active bookings may trigger an extra warning — FAQ — Archive a property
4	Review retired inventory on Listings → Archived	/listings/archived; legacy /properties/archived redirects — Listings — Archived properties
5	Unarchive if archived by mistake during go-live	Onboarding a New Property — Step 7 — building Archive is sunsetting only
Symptom	Likely wrong control	Fix
--------------------------------------------------------------	-------------------------------------	------------------------------------------------------------------------------------------------------------------------------------------------------------------------
Building still in pickers after deleting every reservation	Delete Booking on each stay	Archive property on Listings → Portfolio — FAQ — Archive a property
Property missing from Portfolio after setup mistake	Accidental Archive during go-live	Unarchive from Listings → Archived — Onboarding a New Property — Portfolio retirement decisions
Used Delete Booking to clean duplicate imports	Reservation scope only	Delete Booking on Processing a New Booking — Step 1 — not building Archive
Unsure whether to Archive, Cancel, or Delete	Scope confusion	Portfolio retirement decisions — three-way decision table
Archive / Unarchive guard defect despite correct steps	Product bug	Using in-app support — Portfolio retirement decisions — module Listings

Archive property does not remove bookings or Finance → Transactions rows — archived buildings drop from default pickers and Sales active grids while historical Bookings rows remain. Pair with Glossary — Archive property (building-level) hub, Portfolio retirement decisions, FAQ — Archive a property, Glossary — Archived property, Manual block hygiene (portfolio sunsetting), Portfolio KPI review — Step 7 (month-end sunsetting review), and Managing a Check-out — Archive property (building-level) (last departure before building Archive).

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

Directory list refresh

When a large directory shows a Retry control instead of rows, your portfolio is not empty — use Retry, or reload the page.

Situation	What to do
Directory alert with Retry	Click Retry, or reload the page
Bookings Timeline chart alert	Retry on the chart, or switch to List
Empty table, no alert	Widen filters or clear search
Finance empty table + non-zero summary cards	Reload the browser tab
Tools → Inbox conversations blank	Reload the browser tab
Only one booking tab affected	Booking sidebar tab refresh

Pair with FAQ — Directory list refresh and Glossary — Directory list refresh hub.

Booking sidebar tab refresh

Inside an open booking, Communication and Tickets load independently — a tab refresh does not block Contract Info, Payment Plan, or Deposit.

Situation	What to do
Communication	Refresh in the booking sidebar header
Tickets	Retry on the banner inside the tab
Other tabs still work	Keep working — only the affected tab needs refresh
Tab still looks incomplete	Close and reopen the booking from the list
Whole Bookings list alert	Directory list refresh

Pair with FAQ — Communication or Tickets won't open and Glossary — Booking sidebar tab refresh hub.

Finance debt receivables triage

Before you rank debtors on Debt Aging or reconcile Dashboard Total Debt at month-end, clear the amber Pending queue on Finance → Transactions when operators just recorded bank transfers — Total Debt, In debt, and Manual Payments KPIs lag until Approve payments confirms each row (Pending manual receipt approval).

Question	Start with Pending approval	Start with receivables triage
Just recorded Add Payment	Amber Pending chip → Approve	N/A — KPIs update after approval
Pending manual in-payment alert on /notifications	Row-click → Transactions → Approve	Not Debt Aging until queue clears
Total Debt unchanged after transfer	Receipt still pending	Top debtors only after approval
Month-end sign-off with lingering Pending	Steps 5b / 6b mesh — finance-transactions-pending-approve-flow.mp4	Portfolio KPI review — Step 7 after queue clears
Top debtors still high after Approve	Duplicate transfer approved by mistake	Reject/revert mistaken receipts — Revert before collections (bookings-detail-transactions-revert-modal-info-banner.png)
Debt Aging bucket shows paid-looking booking	Ledger duplicate not cleaned up	Booking Transactions → Revert payment — then re-open Top debtors
Question	Ledger cleanup first	Receivables triage first
---------------------------------------------	-----------------------------------------------------------------------------------------	---------------------------------------------------
Two identical transfers, one pending	Reject selected — Reject/revert mistaken receipts	Not Debt Aging until queue clears
Two identical transfers, both approved	Revert duplicate — same hub	Re-check Top debtors after Revert
Total Debt high, tenant insists they paid	Open booking Transactions for duplicate rows	Debt Aging only after ledger is clean
Month-end Step 7 sign-off	Pending + Revert mesh	Debt Aging / Dashboard Total Debt reconcile

Four surfaces answer “who owes money?” at different scopes — pick the one that matches your question:

Question	Start here	Opens
Quick ongoing-debt headline on login	Dashboard → Total Debt	Summary only — >15 days subtitle, not clickable
Ranked debtors with days overdue	Finance → Overview → Debt Aging	Top debtors or overdue bucket → booking sidebar
Payment lines for one month	Finance → Overview → Income → In debt	Month-scoped modal — not a debtor ranking
Deposit coverage gap	Finance → Overview → Uncovered Debt KPI	Pair with Top debtors when close to Total Debt
Symptom	Likely cause	Fix
---------------------------------------------------------------	--------------------------------------------------------------	------------------------------------------------------------------------------------------------------------------------------------------------------------
Need tenant · unit rows with days overdue	Opened Income → In debt modal (payment lines)	Debt Aging → Top debtors or overdue bucket
Dashboard Total Debt card not clickable	Post-login headline is summary only	Finance → Overview → Debt Aging
Uncovered Debt close to Total Debt	Thin deposit coverage on debtors	Prioritize Top debtors — FAQ — Uncovered Debt KPI
Payment alert opened booking but balance unclear	Alert deep-linked reservation	Payment Plan / Transactions on sidebar — Notification triage — Step 4
Total Debt headline lags after bank transfer	Receipt still pending	Pending manual receipt approval — approve before Debt Aging triage (finance-transactions-pending-pill.png)
Debt Aging high but transfer just recorded	Pending rows still on ledger	Same hub — not collections escalation yet
Top debtors row shows tenant who paid twice	Duplicate approved — not real arrears	Reject/revert mistaken receipts — Revert duplicate (bookings-detail-transactions-revert-modal-info-banner.png)
Total Debt unchanged after Revert	Not issued credit note queue still open on invoiced charge	Issue credit notes (N) — then re-triage Debt Aging
Payment overdue alert but balance looks paid	Transfer recorded but not approved	Row-click → Approve — Notification row-click navigation
Pending manual in-payment alert after month-end	Operator mesh still pending	Amber Pending chip before KPI sign-off
Top debtors dominated by one cohort	Arrears cluster on Unassigned or one segment	Portfolio segmentation by tenant category — Finance → Other filters → Tenant category before collections
Segment filter works on Bookings but not Finance drawer	Cache has no rows with that tenantCategoryId	FAQ — Finance tenant category filter parity — load Contract Values first
Question	Segment-scoped collections	Whole-portfolio receivables
----------------------------------	------------------------------------------------------------------------------------------------	---------------------------------------------------------------------------------------
Start here	Finance → Other filters → Tenant category + Debt Aging	Debt Aging → Top debtors without segment filter
Align filters across modules	Bookings / Finance / Tenants toolbar	Portfolio segmentation by tenant category
Month-end KPI drift on one segment	Portfolio KPI review — Step 6	Step 7 receivables sign-off

Also see: FAQ — Finance debt receivables triage hub · Glossary — Finance debt receivables triage hub.

Walkthrough: expand a Debt Aging overdue bucket on Finance → Overview and open a booking from Top debtors.

Walkthrough: compare Total Debt and Uncovered Debt on the KPI strip, rank debtors in Debt Aging, then contrast the month-scoped Income → In debt payment-line modal (not a debtor ranking).

Uncovered Debt KPI

On Finance → Overview, compare Total Debt with Uncovered Debt on the seven-card KPI strip before you rank Debt Aging Top debtors or clear the last notification rows at month-end. Uncovered Debt is the portion of portfolio underpayment not offset by security deposits you still hold — when it tracks Total Debt closely, deposit cushions are thin and collections risk is higher.

Question	Start here	Opens
Quick ongoing-debt headline on login	Dashboard → Total Debt	Summary only — does not show Uncovered Debt
Deposit coverage gap	Finance → Overview → Uncovered Debt KPI	Pair with Top debtors when close to Total Debt
Ranked debtors with days overdue	Finance → Overview → Debt Aging	Top debtors after KPI strip compare
Symptom	Likely cause	Fix
--------------------------------------------------	----------------------------------------	----------------------------------------------------------------------------------------------------------------------------------------------------
Uncovered Debt close to Total Debt	Thin deposit coverage on debtors	Prioritize Top debtors — Finance debt receivables triage (finance-overview-debt-aging-expanded-bucket.png)
Looking for Uncovered Debt on /	Dashboard Total Debt is ongoing-only	Open Finance → Overview — finance-overview-kpi-cards.png
Total Debt high, Uncovered Debt much lower	Strong deposit cushions	Collections still possible — focus highest absolute Top debtors rows
KPI strip unchanged after bank transfer	Receipt still pending	Pending manual receipt approval — finance-transactions-pending-pill.png
Month-end Step 7 debt looks low on deposits	Compared Dashboard ongoing card only	Portfolio KPI review — Step 7 — Finance all-booking KPIs

Also see: FAQ — Uncovered Debt KPI hub · Glossary — Uncovered Debt hub.

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

Finance Income status drill-down

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

Question	Start here	Opens
Payment lines for one month + status	Income → Paid / Scheduled / In debt	Month-scoped modal (finance-overview-income-status-in-debt-modal.png)
Same tenant in Paid and Scheduled	Partly collected charge — expected split	Partial payments across Paid, Scheduled, and In debt
Who owes, days overdue, booking sidebar	Debt Aging → Top debtors or overdue bucket	Booking-level rows (finance-overview-debt-aging-expanded-bucket.png)
Opened In debt modal but need debtor rank	Wrong surface — modal is payment-line scope	Debt Aging — FAQ — Bookings that owe money
Month-end Analytics vs Finance mismatch	Income segments by month	Pair with Portfolio KPI review — Step 7 (finance-overview-income-drill-down-flow.mp4)
Alert row-clicked booking but portfolio rank unclear	Single-booking triage first	Debt Aging after Notification triage — Step 4

Also see: FAQ — Finance Income status drill-down · FAQ — Finance Income status drill-down hub.

Walkthrough: Paid / Scheduled / In debt segment drill-down — payment-line modal, View booking, then contrast Debt Aging Top debtors (finance-overview-income-status-in-debt-modal.png).

Cash flow forecast drill-down

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

Question	Start here	Opens
Which payments landed in one month/day?	Cash flow forecast bar click	All payments modal (finance-overview-cash-flow-all-payments-modal.png)
Scheduled vs collected for one month	Income → Paid / Scheduled / In debt	Status-scoped payment-line modal — Finance Income status drill-down
When is rent due (not yet collected)?	Dashboard → Cash Flow Forecast	Rent-due timing — Glossary — Cash Flow Forecast (Dashboard)
Month-end collections vs Analytics	Cash flow forecast Day view	finance-overview-cash-flow-day-view.png; pair Portfolio KPI review — Step 7

Also see: FAQ — Cash flow forecast drill-down · FAQ — Cash flow forecast drill-down hub.

Payment alert to receivables triage

Notification triage Step 4 row-click opens the booking behind a Payments alert — Finance debt receivables triage picks the portfolio surface when you need ranked debtors or month-end KPI sign-off before Handling a Late Payment — Step 1 outreach. Pick the row that matches the alert text:

Alert on /notifications	Notification triage step	Receivables surface	Collections follow-through
Payment overdue	Step 4 → Payment Plan	Debt Aging / Top debtors when portfolio-wide rank needed	Handling a Late Payment — Step 1 → Step 3
Payment received from tenant …	Step 4 → Transactions	N/A — confirm ledger on opened booking	Approve — Pending manual receipt approval before Step 5
Pending manual in-payment	Step 4 → Approve	Amber Pending chip on Finance → Transactions	Not Debt Aging until queue clears
Month-end Total Debt drift after alert triage	Step 5 only after approval	Portfolio KPI review — Step 7 + Dashboard Total Debt	Step 6b mesh
Alert cleared but portfolio debt unclear	N/A — re-open Finance → Overview	Hub: Finance debt receivables triage — four-surface matrix	Handling a Late Payment collections hub
Question	Alert-driven entry (Step 4)	Portfolio receivables triage
------------------------------------------	-----------------------------------------------	-------------------------------------------------------------------------------------------------------------------
One booking behind the ping	Row-click → Payment Plan / Transactions	Confirm balance before Step 5
Need ranked debtors with days overdue	Finish single-booking triage first	Finance → Overview → Debt Aging — Top debtors
Dashboard Total Debt headline only	Not enough for collections list	Debt Aging — card is not clickable
Income → In debt modal opened	Payment-line scope — not debtor rows	Debt Aging buckets — FAQ — Bookings that owe money
Uncovered Debt close to Total Debt	Deposit coverage gap on opened booking	Prioritize Top debtors — thin deposit offsets
Symptom	Alert triage fix	Receivables fix
--------------------------------------------	------------------------------------------------------	---------------------------------------------------------------------------------------------------
Total Debt unchanged after row-click	Receipt still pending	Pending manual receipt approval — not Debt Aging yet
Payment overdue but balance looks paid	Transfer recorded, not approved	Row-click → Approve — then Step 5
Top debtors still high after Approve	Duplicate transfer approved	Reject/revert mistaken receipts — Revert before collections
Unread returns after Mark all as read	New Pending manual in-payment rows	Expected until ledger approval
Bell General row did not open Bookings	In-panel detail is default	Bookmark /notifications — Notification row-click navigation
Segment-wide arrears after alert batch	Add Tenant category on Finance → Other filters	Portfolio segmentation by tenant category

Also see: FAQ — Payment alert to receivables triage hub · Glossary — Payment alert to receivables triage.

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

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

Occupancy KPI to block hygiene handoff

Portfolio KPI review Steps 2–4 surface occupancy or RevPAR dips — Manual block hygiene Steps 1–5 clear stale manual blocks before you change rates or tenant-category rules account-wide. Pick the row that matches the KPI signal:

KPI signal on Analytics	Portfolio KPI review step	Block hygiene follow-through
Overview occupancy bar dips without revenue change	Step 2 → Step 3	Step 1 — Tools → Audit
Occupancy Ranking concentrates on one unit	Step 3	Step 2 Date range + Search
RevPAR low but ADR healthy	Step 4	Holds suppressing available nights — not Sales → Pricing yet
Segment filters look healthy	Step 6 — tenant category / tags	Hub: block hygiene before portal rule edits
Dashboard Vacant Units lower than Analytics	Step 7	Step 5 after Step 4
Month-end sign-off, occupancy still suppressed	Step 7	Step 3 Created by after staff turnover
Question	KPI review answer	Block hygiene answer
------------------------------------------------------------------------------------------------------	-------------------------------------------------------------------------------	----------------------------------------------------------------------------------------------------------------
Dip on one property only	Ranking roll-up By Property	Audit Search + row-click unit sidebar
Dip portfolio-wide, rates unchanged	Step 3 heatmap	Step 1 Blocked nights per month chart
Sales Multicalendar shows mystery blocks	Step 7	Step 4 on unit Calendar
Tenant WhatsApp about blocked dates	N/A — not Analytics-first	Step 3 + get-listing-calendar
Vacant Unit Preference includes manual blocks	Today / Vacant Units may still list held units	Confirm preference before blaming holds
Symptom	KPI review fix	Block hygiene fix
------------------------------------------------------------------	--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------	-----------------------------------------------------------------------------------------------------------------------------------------------------------------
Occupancy recovers after hold removed	Re-run Step 2 next month	Step 5 — Multicalendar + Dashboard
Dip tracks one tenant category	Step 6 — not holds	Do not clear blocks — edit Settings → Tenant categories
Blocked nights per month chart spike	Note month in Analytics range	Step 2 overlap filter
Rate change planned on suppressed unit	Pause Step 4	Clear hold first — Glossary — Manual unavailability
Calendar edit blocked after hygiene	Manual block hygiene — Step 6	Using in-app support — not tenant notify-landlord
New inventory holds from onboarding	Onboarding — Step 7	Processing a New Booking — Step 1 overlap
Occupancy Ranking dip on month-end review	Step 3 → Step 1 Tools → Audit	Portfolio KPI review — Occupancy KPI to block hygiene handoff
Stale holds suppressing Multicalendar after go-live	Step 7 Multicalendar pass before first reservation	Onboarding a New Property — Occupancy KPI to block hygiene handoff
Timeline overlap from forgotten holds on channel import	Step 1 overlap check before Add booking	Processing a New Booking — Occupancy KPI to block hygiene handoff
Occupancy recovers after Audit pass	Step 5 Dashboard / Multicalendar reconciliation	Manual block hygiene — Occupancy KPI to block hygiene handoff
Arrival-week Timeline overlap from stale manual holds	Step 1 Timeline / Multicalendar before blaming channel double-book	Managing a Check-in — Occupancy KPI to block hygiene handoff
Calendar bars persist after departure Ended	Step 7 → Manual block hygiene — Step 4	Managing a Check-out — Occupancy KPI to block hygiene handoff
Availability not restored after cancellation void	Step 5 Multicalendar pass before repricing	Cancelling a Booking — Occupancy KPI to block hygiene handoff
Month-end Dashboard Vacant Units vs Analytics mismatch	Step 5 utility sign-off → Portfolio KPI review — Step 7	Entering Monthly Utility Bills — Occupancy KPI to block hygiene handoff
Bell scan shows occupancy dip — not payment alerts	Step 1 Vacant Units vs Analytics before Mark all as read	Notification triage — Occupancy KPI to block hygiene handoff
Lockout-delayed occupancy KPI review	Step 3 catch-up → hub Lockout catch-up after password recovery	Resetting a Management User Password — Occupancy KPI to block hygiene handoff
Calendar edit blocked after block hygiene	Manual block hygiene — Step 6 → New Support Ticket modal	Using in-app support — Occupancy KPI to block hygiene handoff
Unit looks vacant on Dashboard but Multicalendar blocked	Step 1 collections triage — not a rent arrears issue	Handling a Late Payment — Occupancy KPI to block hygiene handoff

Also see: FAQ — Occupancy KPI to block hygiene handoff hub · Glossary — Occupancy KPI to block hygiene handoff hub.

Walkthrough: narrow Audit → Manual Blocks with filters, scan Reason and End, then open the unit sidebar to clear a stale hold before re-reading Analytics → Occupancy.

End-to-end walkthrough: Analytics → Occupancy dip → Audit → Manual Blocks search → unit Calendar hold removal → re-read Occupancy Ranking (demo uses a temporary hold removed during capture).

New inventory to first booking handoff

Onboarding a New Property Steps 1–7 make inventory bookable — Processing a New Booking Steps 1–6 create or confirm the first Upcoming stay. Pick the row that matches where you are after go-live:

Question	Onboarding workflow	First booking workflow
Property wizard not finished	Step 2 → Step 3	Not Step 2 until units exist
Channel connected, import expected	Step 5	Step 1 before Add booking
Portfolio table looks wrong	Step 7 read-only pass	Not Step 6 until Listings verified
Direct enquiry, no channel row	Step 4 tenant category	Step 2 + Tenant Info category
First Booking created alert	Step 7 Multicalendar check	Step 1 duplicate check → Step 6
Confirmation transfer Pending	Step 7 alert triage	Step 5b
~7 days to first move-in	Step 7 Timeline overlap	Hub: Property setup to first arrival handoff → Managing a Check-in — Step 1 (workflows-operations-check-in-out-planning-view.png)
Symptom	Onboarding fix	First booking fix
--------------------------------------	-----------------------------------------------------------------------------------------------------------------------	---------------------------------------------------------------------------------------------------------------------------------
Duplicate channel import on new unit	Step 7 + Manual block hygiene	Step 1 → Delete Booking — not Add booking
Wrong tenant on valid import	N/A — profile issue	Change tenant — Wrong tenant on a booking
Portal modules hidden on first stay	Step 4 Tenant category	Step 6 + Tenant Info
Unexpected Multicalendar hold	Step 7	Manual block hygiene before Step 4
Month-end Pending on first imports	Portfolio KPI review — Step 7	Step 6b

Also see: FAQ — Processing a New Booking hub · FAQ — Managing a Check-in hub.

Walkthrough: Create New → Property wizard, Sales → Channels link check, then Listings portfolio verification before the first reservation.

Property setup to first arrival handoff

Onboarding a New Property Steps 1–7 make inventory and access ready — Managing a Check-in Steps 1–4 run about one week before the first guest moves in. Pick the row that matches where you are after go-live:

Question	Onboarding workflow	First arrival workflow
Property wizard not finished	Step 2 → Step 3	Not Step 1 until units exist
Access Lockers / Nuki not configured	Step 4 + Listings — Access Lockers	Step 4 blocked without codes
Tenant category wrong on portal	Step 4	Step 1 re-verify Tenant Info before keys
First reservation still Upcoming	Step 7 Multicalendar check	Hub: Confirmation to check-in handoff → Step 1
~7 days to first move-in on new inventory	Step 7 Timeline overlap	Step 1 → Step 2
Move-in charges unpaid	Processing a New Booking — Step 6	Step 3 before Step 4
Same-day turnover on first unit	Step 7	FAQ — Same-day turnovers + Managing a Check-out — Step 2
Symptom	Onboarding fix	Check-in fix
-----------------------------------------------------	--------------------------------------------------------------------------------------------------------------------------	------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
Check-ins + Next 7 days empty on new property	Step 7 — confirm first booking exists	Extend Custom date range — Operations — Check-in & Check-out
Portal modules hidden on first stay	Step 4 Tenant category	Step 1 Category check
Nuki invitation failed after go-live	Settings → Integrations + Access Lockers	Step 6
Move-in receipt Pending at month-end	Portfolio KPI review — Step 7	Step 3b / Step 6b
Payment overdue on first arrival	Notification triage — Step 4	Handling a Late Payment — Step 1 → Step 3
Utilities Missing on new building	Step 6	Entering Monthly Utility Bills — Step 5 after first cycle

Also see: FAQ — Managing a Check-in hub · Glossary — Tenant category.

Walkthrough: Create New → Property wizard through Access Lockers setup, then verify Listings before the first arrival week.

Confirmation to check-in handoff

Processing a New Booking Steps 1–6 close when the reservation is Upcoming and portal-ready — Managing a Check-in Steps 1–4 begin about one week before move-in. Pick the row that matches where you are in the lifecycle:

Question	Finish on confirmation workflow	Start on check-in workflow
Contract not signed yet	Step 4 → Step 5	Not Step 1 until contract + confirmation charges clear
Portal Copy / Impersonate Tenant blocked	Step 6	Step 6 only after category + receipts are correct
Confirmation bank transfer still Pending	Step 5b	Step 3b for move-in receipts — distinct charge bucket
Move-in week but unpaid Payment Plan pills	Handling a Late Payment — Step 1 before handoff	Step 3 before Step 4
Arrival ~7 days out, planning prep tickets	Step 6 portal sanity check	Step 1 → Step 2
Same-day turnover on shared unit	Step 1 overlap check	FAQ — Same-day turnovers + Managing a Check-out on departure unit
Symptom	Confirmation workflow	Check-in workflow
-------------------------------------------	-----------------------------------------------------------------------------------------------------------	---------------------------------------------------------------------------------------------------------------
Tenant category wrong on portal	Step 2 / Tenant Info	Step 1 re-verify before access codes
Deposit only partly collected	Step 5	Partly collected security deposit — not rent collections
Month-end Pending confirmation receipts	Step 6b	Step 6b for move-in week
Payment overdue alert before arrival	Notification triage — Step 4	Step 3 before key handover

Also see: FAQ — Processing a New Booking hub · FAQ — Managing a Check-in hub.

Walkthrough: confirm an Upcoming reservation on Bookings status tabs before handing off to arrival-week planning.

Confirmation alert triage

Notification triage Step 4 row-click opens the Upcoming booking behind a confirmation-week alert — Processing a New Booking Steps 5b / 6 / 6b finish ledger and portal gates before you clear unread in Step 5. Pick the row that matches the alert text:

Alert on /notifications	Notification triage step	Confirmation workflow step
Booking created / new reservation	Step 4 row-click	Step 6 portal sanity — not Managing a Check-in — Step 1 until ~7 days out
Payment received from tenant …	Step 4 → Transactions	Step 5b when receipt stays pending
Pending manual in-payment	Step 4 → Approve	Step 5b — hub: Pending manual receipt approval
Payment overdue on Upcoming stay	Step 4 → Payment Plan	Handling a Late Payment — Step 1 before Step 6 handoff
Month-end lingering Pending on imports	Step 5 only after approval	Step 6b
Alert cleared but portal still blocked	N/A — re-open booking from Bookings	Step 6 + Tenant category on Tenant Info
Symptom	Alert triage fix	Confirmation fix
--------------------------------------------------------------	--------------------------------------------------------------------------------------------------------------------------------------------------------------------------	----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
Row-click opened wrong booking	Notification triage — Step 6	Step 1 duplicate check
Payment Plan still unpaid after Payment received alert	Pending manual receipt approval	Step 5b
Unread returns after Mark all as read	New Pending manual in-payment rows — expected	Finish Step 5b before Step 5
Total Debt unchanged after alert triage	Receipt still pending	Step 5b — not Finance debt receivables triage yet
~7 days to move-in, alerts quiet	Step 5	Hub: Confirmation to check-in handoff → Managing a Check-in — Step 1
First reservation on new property	Hub: New inventory to first booking handoff — Step 7 Listings pass	Step 1 duplicate check → Step 6

Also see: FAQ — Confirmation alert triage hub · Glossary — Confirmation alert triage.

Walkthrough: row-click a confirmation-week payment alert on /notifications, approve on Transactions, then clear unread.

Check-in to check-out handoff

Managing a Check-in Steps 1–4 close when the guest is Ongoing with keys and move-in charges settled — Managing a Check-out Steps 1–7 begin about one week before departure. Pick the row that matches where you are in the occupancy window:

Question	Stay on check-in workflow	Start on check-out workflow
Guest just arrived, keys not handed over	Step 4	Not Step 1 until Ongoing
~7 days to departure, planning turnover tickets	Step 2 only if prep still open	Step 1 → Step 2
Same-day turnover on shared unit	Hub: Same-day turnover coordination — finish Step 2 before Step 4	FAQ — Same-day turnovers numbered habit
Deposit only partly collected at move-in	Partly collected security deposit — chase before access	Step 5 blocked until Fully Paid
Final utility meter reads before refund	Entering Monthly Utility Bills mid-stay overages	Step 6 before Step 5
Departure-week bank transfer still Pending	N/A — move-in bucket closed	Step 6b
Symptom	Check-in workflow	Check-out workflow
------------------------------------------------	--------------------------------------------------------------------------------------------------------------------------------------------------	---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
Payment overdue on move-in charges	Step 3 before Step 4	Handling a Late Payment — Step 1 before Step 5
Damage ticket with contractor invoice	Step 2 prep only	Step 3 + linked cash flows
Deposit dispute before refund	Partly collected security deposit	Step 5 + Glossary — Deposit dispute
Booking still Ongoing after departure day	N/A	Step 7
Older move-out missing on Finance → Deposits	N/A	Deposit missing on Finance Deposits — clear toolbar date range
payment overdue on Ongoing stay during bell scan	Step 4 row-click → Managing a Check-out — Step 1	Notification triage — Check-in to check-out handoff
First Ongoing stay on go-live inventory needs departure planning	Step 7 → Managing a Check-in — Step 4 → Managing a Check-out — Step 1	Onboarding a New Property — Check-in to check-out handoff
Canceled void frees unit — incoming import is separate lifecycle	Step 5 — not check-out mesh on voided stay	Cancelling a Booking — Check-in to check-out handoff
Ongoing past departure day after calendar hold cleanup	Step 5 → Managing a Check-out — Step 7	Manual block hygiene — Check-in to check-out handoff
Support ticket asks when to switch from check-in to check-out workflow	Self-serve hub before New Support Ticket modal	Using in-app support — Check-in to check-out handoff
Lockout-delayed departure-week planning backlog	Step 3 → hub Lockout catch-up after password recovery → Managing a Check-out — Step 1	Resetting a Management User Password — Check-in to check-out handoff
Confirmed Ongoing after import needs departure planning	Step 6 → Managing a Check-in — Step 4 → Managing a Check-out — Step 1	Processing a New Booking — Check-in to check-out handoff
Keys handed over — scan departure week ~7 days out	Step 4 → Managing a Check-out — Step 1 — hub: Confirmation to check-in handoff	Managing a Check-in — Check-in to check-out handoff
Canonical departure-week entry after mid-stay	Step 1 — upstream Managing a Check-in — Step 4	Managing a Check-out — Check-in to check-out handoff
payment overdue on Ongoing stay blocks departure planning	Step 1 → Managing a Check-out — Step 1	Handling a Late Payment — Check-in to check-out handoff
Missing bills on departing units during bill cycle	Step 5 → Managing a Check-out — Step 1	Entering Monthly Utility Bills — Check-in to check-out handoff
Month-end Ongoing entering departure week backlog	Step 7 → Operations → Check-in & Check-out Check-outs pill	Portfolio KPI review — Check-in to check-out handoff

Also see: FAQ — Managing a Check-in hub · FAQ — Managing a Check-out hub.

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

Same-day turnover coordination

When a check-out and check-in share the same calendar day on one unit, run Managing a Check-out Steps 1–2 on the departing stay before Managing a Check-in Step 4 hands keys to the incoming guest. Pick the row that matches turnover day:

Question	Check-out workflow step	Check-in workflow step
~7 days out, spot shared-unit overlap	Step 1 Check-outs + unit Search	Step 1 Check-ins on same unit code
Cleaning ticket not yet assigned	Step 2 Add ticket / verify auto ticket	Not Step 4 until turnover due date passes
Who cleans when on turnover morning	Step 2 → Operations → Planning (when Planning (schedule board) is granted)	Step 2 Planning board before key handover
Visual overlap on one unit row	Bookings → Timeline Week scale	Same Timeline search — incoming bar after departure bar
Outgoing guest still Ongoing on turnover morning	Step 3 inspection	Step 3 only on incoming stay
Deposit refund vs incoming move-in charges	Step 5 after Step 6	Partly collected security deposit on incoming deposit
Calendar block after departure	Step 7 + Manual block hygiene	Step 4 access codes
Symptom	Check-out fix	Check-in fix
-----------------------------------------------------------------	--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------	--------------------------------------------------------------------------------------------------------------------------------------------------
Incoming guest blocked by outgoing Ongoing status	Step 7 Ended	Not Step 4 until departure row ends
Turnover ticket still Unassigned on handover day	Step 2 reassign / escalate — or drag from Unscheduled on Planning	Step 6
Same unit shows only departure in Next 7 days	Extend Custom range on Check-ins pill	Step 1
Payment overdue on incoming move-in charges	N/A on outgoing ledger	Step 3 before Step 4
Outgoing In Debt blocks Ready to Refund	Check-out collections before refund	Delay incoming key handover until outgoing Step 6 clears
Short-term iCal pseudo row on turnover day	Glossary — Short-term iCal pseudo check-in/out	Filter Stay type → Mid-term on Step 1
Shared-unit turnover ~7 days out on one unit code	Step 1 Check-ins + Step 1 Check-outs with unit Search	Managing a Check-in — Same-day turnover coordination
Turnover ticket due date before incoming key handover	Step 2 Add ticket / verify auto ticket before Step 4	Managing a Check-out — Same-day turnover coordination
Timeline overlap on shared unit during channel import	Step 1 Week scale — not a duplicate row	Processing a New Booking — Same-day turnover coordination
First reservation on high-turnover new inventory	Step 7 Multicalendar / Timeline pass before first Upcoming import	Onboarding a New Property — Same-day turnover coordination
Cancellation void but incoming Upcoming on same unit	Step 5 Multicalendar + Step 6 turnover tickets	Cancelling a Booking — Same-day turnover coordination
Departure-week final utility overages on turnover unit	Step 4 before incoming Step 4	Entering Monthly Utility Bills — Same-day turnover coordination
Timeline overlap persists after hold cleanup on turnover unit	Step 4 → Processing a New Booking — Step 1	Manual block hygiene — Same-day turnover coordination
Arrival/access alerts during turnover week	Step 4 row-click before bulk Mark all as read	Notification triage — Same-day turnover coordination
Multicalendar turnover gaps at month-end KPI sign-off	Step 7 Sales pass before rate cuts	Portfolio KPI review — Same-day turnover coordination
Lockout-delayed turnover ticket catch-up	Step 3 → hub Lockout catch-up after password recovery	Resetting a Management User Password — Same-day turnover coordination
Turnover coordination blocked — file support	Managing a Check-in — Step 6 → New Support Ticket modal	Using in-app support — Same-day turnover coordination
Outgoing In Debt blocks incoming key handover	Step 1 on outgoing stay before Step 4	Handling a Late Payment — Same-day turnover coordination

Also see: FAQ — Same-day turnovers · FAQ — Where is the Planning dispatch board? · FAQ — Managing a Check-in hub.

End-to-end walkthrough: Operations → Check-in & Check-out — Check-outs and Check-ins on one unit → Create New → New Ticket → Bookings → Timeline Week overlap.

Timeline focus: Day / Week / Month scale and opening a booking from a bar on Bookings → Timeline.

Check-out final utilities handoff

Managing a Check-out Step 6 blocks deposit release until every charge — including final utility overages — is settled. Entering Monthly Utility Bills Steps 2–4 post landlord bills and tenant overage lines; pick the row that matches where you are in departure week:

Question	Utility bills workflow	Check-out workflow
Final supplier bill not yet entered	Step 2 → Step 3	Not Step 5 until overage posts
Overage line on Payment Plan but unpaid	Step 4 → Handling a Late Payment — Step 1	Step 6 before refund
Overage payment recorded, still Unpaid	Step 4b	Step 6b same Pending mesh
End of Booking charge time — overage not visible yet	Glossary — End-of-Booking cost split — posts after checkout	Step 7 triggers posting
Missing bill gaps at month-end	Step 5	Portfolio KPI review — Step 7
Coliving split looks wrong for leaver	Step 3 + Cost map	Step 6 — confirm roommate still occupied
Symptom	Utility bills fix	Check-out step
-------------------------------------------------------	------------------------------------------------------------------------------------------------------------------------------------------------------------------------	-------------------------------------------------------------------------------------------------------------------------------------------------------------------
In Debt on departure booking includes utility line	Step 4	Step 6
Ready to Refund blocked by overage	Step 4b	Step 5
Final meter read after inspection damage charge	Step 2 after Step 4	Step 6 net of both
SIMAR water bill did not match property	FAQ — SIMAR water bill	N/A until bill enters Step 2
End of Booking — overage posts only after departure	Step 3 review before checkout	Step 7 — then Step 6 re-check
Rent arrears + utility overage both block refund	Utility overage collections for overage line	Check-out collections before refund for rent/fee lines
Departure-week operator question	Utility bills answer	Check-out answer
----------------------------------------------	--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------	---------------------------------------------------------------------------------------------------------
Which step posts the final overage?	Step 2 → Step 4	Confirm on Payment Plan in Step 6
Overage paid but Ready To Refund greyed	Step 4b	Step 6b
Coliving leaver share looks high	Step 3 + Cost map	Glossary — End-of-Booking cost split
Month-end Missing bills on departing units	Step 5	Portfolio KPI review — Step 7

Also see: FAQ — Entering Monthly Utility Bills hub · FAQ — Managing a Check-out hub.

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

Utility overage collections

Entering Monthly Utility Bills Steps 2–4 post landlord bills and tenant overage lines on Payment Plan — when those lines stay Unpaid or Overdue, Handling a Late Payment Steps 1–4 collect or approve the same way as rent arrears. Pick the row that matches what blocks settlement:

Question	Utility bills workflow	Collections workflow
Overage line not on Payment Plan yet	Step 2 → Step 4	Not Step 1 until charge posts
Overage Overdue after due date	Step 4 spot-check	Step 1 → Step 3
Tenant paid overage, balance unchanged	Step 4b	Step 4b same Pending mesh
End of Booking charge time — line not visible yet	Glossary — End-of-Booking cost split	Managing a Check-out — Step 7 triggers posting — not mid-stay collections
Overage on Canceled stay after void	Step 4	Step 1 — not Cancellation collections before void rent mesh
Departure-week overage blocks refund	Check-out final utilities handoff	Check-out collections before refund when rent + utility mix
Coliving split looks wrong	Step 3 + Cost map	Re-triage after math fix — not outreach first
Symptom	Utility bills fix	Collections step
-------------------------------------------------------------	------------------------------------------------------------------------------------------------	-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------
In Debt includes utility-type line on Contract Values	Step 4	Step 1 — filter Property when portfolio is large
Payment overdue alert after monthly bill cycle	Step 4	Step 1 after Notification row-click navigation
Overage receipt still Pending at month-end	Step 4b	Step 6b
Tenant insists they paid — duplicate on ledger	Reject/revert mistaken receipts	Step 1 re-triage before Step 3
Segment-wide overage arrears at month-end	Step 5 (Missing gaps)	Step 6 → Portfolio KPI review — Step 7

Also see: FAQ — Entering Monthly Utility Bills hub · FAQ — Handling a Late Payment hub.

Walkthrough: review calculated utility allocations before overage lines post to tenant Payment Plan schedules.

Check-out collections before refund

Managing a Check-out Step 5 (Ready To Refund / Mark refunded) and Step 6 (In Debt on Payment Plan) block deposit release until scheduled charges are settled — not only utility overages (Check-out final utilities handoff). Handling a Late Payment Steps 1–4 collect or approve departure-week rent and fee arrears; pick the row that matches what blocks refund:

Question	Collections workflow	Check-out workflow
Unpaid rent/fee row on Payment Plan	Step 1 → Step 3	Not Step 5 until settled — Step 6
Tenant paid final rent, balance still Unpaid	Step 4b	Step 6b same Pending mesh
Payment overdue alert during departure week	Step 1 after Notification row-click navigation	Step 6 before refund queue
Arrears after check-out day, status still Ongoing	Step 1 → Step 4	Step 7 after settlement
Shortfall is deposit collection, not rent	Partly collected security deposit — Finance → Deposits Partial paid	Not rent collections — collect deposit first
Unpaid line is utility overage	Entering Monthly Utility Bills — Step 4	Check-out final utilities handoff
Symptom	Collections fix	Check-out step
----------------------------------------------------------	------------------------------------------------------------------------------------------------------------------------------------------------------------	----------------------------------------------------------------------------------------------------------------------------------------------------------------------
Ready to Refund toggle greyed / In Debt on booking	Step 3 → Step 4	Step 6
Est. Refund wrong after tenant paid	Step 4b	Step 6b
Tenant insists they paid — duplicate on ledger	Reject/revert mistaken receipts — hub: Check-out ledger cleanup before refund	Step 6 before Step 5
Segment-wide departure arrears at month-end	Step 6	Portfolio KPI review — Step 7

Also see: FAQ — Managing a Check-out hub · FAQ — Handling a Late Payment hub.

Walkthrough: plan departures on Operations → Check-in & Check-out, verify Payment Plan settlement, then queue deposit release on the Deposit tab.

Check-out ledger cleanup before refund

Managing a Check-out Step 6 and Step 6b can show In Debt or a wrong Est. Refund when the tenant paid correctly but the ledger holds duplicate departure transfers — not unpaid rent (Check-out collections before refund) or utility overages (Check-out final utilities handoff). Reject/revert mistaken receipts Reject / Revert clears phantom balances before Ready To Refund:

Question	Ledger cleanup workflow	Check-out workflow
Two identical final transfers, one pending	Reject payment / Reject selected — Reject/revert mistaken receipts	Step 6b — approve legitimate row only
Two identical transfers, both approved	Revert payment on duplicate — same hub	Step 6 before Step 5
Tenant paid once, balance still Unpaid	Check for duplicate before Pending manual receipt approval	Step 6b if single row is pending
Reject / Revert on invoiced departure charge	Not issued credit note → Issue credit notes (N)	Step 6 after credit-note queue clears
Est. Refund inflated by duplicate	Revert duplicate receipt	Step 5 net of real charges only
Month-end departure duplicates in Pending queue	Reject selected — not Approve both	Portfolio KPI review — Step 7
Symptom	Ledger cleanup fix	Check-out step
----------------------------------------------------	---------------------------------------------------------------------------------	----------------------------------------------------------------------------------------------------------------------------------------------------------------------
Ready to Refund blocked despite tenant paid	Revert duplicate on Transactions	Step 6
In Debt on Contract Values after tenant paid	Reject / Revert mistaken row	Step 6 before Step 5
Amber Pending shows two identical transfers	Reject selected on Finance ledger	Step 6b
Red / blue modal after Reject / Revert	Issue credit notes — Bulk Hostkit invoicing pacing	Re-check Est. Refund on Deposit tab
Tenant insists they paid — ledger shows overpayment	Revert duplicate, not collections	Not Handling a Late Payment — Step 3 until ledger is clean

Also see: FAQ — Managing a Check-out hub · FAQ — Reject/revert mistaken receipts hub.

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

Check-out vs cancellation

When a stay ends, pick Managing a Check-out for a completed occupancy that should reach Ended status — or Cancelling a Booking when the reservation is voided under your cancellation policy and should appear in Canceled filters. Neither replaces Delete Booking for mistaken or test rows. Deposit settlement steps overlap on both paths — use the tables below before you run the wrong workflow:

Question	Cancellation workflow	Check-out workflow
Tenant backs out before arrival (Upcoming)	Cancelling a Booking — Steps 1–4	Not Step 1 — guest never moved in
Mid-stay early termination (Ongoing)	Step 4 refund-type dialog	Step 3 inspection + Step 5 only when stay completes normally
Need Canceled filter + full ledger history	Step 4 — bookings-list-canceled-tab.png	Ended status — Step 7
Mistaken Add booking / training duplicate	Delete Booking — Cancel Booking vs Delete Booking	Not cancellation or check-out
Last-resort collections failed	Handling a Late Payment — Step 6 → cancel	Step 6 collections before refund
Calendar still blocked after void	Step 5 + Manual block hygiene	Step 7 + manual block hygiene
Symptom	Cancellation fix	Check-out fix
-------------------------------------------------	--------------------------------------------------------------------------------------------------------------------------------------------------------	----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
Ended status fails but stay was voided	Step 6 ticket closure	Not Step 7 — row is Canceled
Deposit refund after policy void	Step 3 + Step 2a	Step 5 + Step 6b
Settlement receipt still Pending at month-end	Step 6b	Step 6b
Utility overage on Canceled stay	Entering Monthly Utility Bills — Step 4	Check-out final utilities handoff
Stale cancellation alerts on /notifications	Step 6b	N/A — clear departure alerts via Step 7

Also see: FAQ — Cancelling a Booking hub · FAQ — Managing a Check-out hub.

Walkthrough: open Cancel booking, review refund types (example closes without confirming) — contrast with Ended closure on a completed stay per Managing a Check-out — Step 7.

Walkthrough: Bookings → Ended vs Cancelled filters — completed stay Ended status vs policy void Canceled rows.

Also see: Common Workflows — Check-out vs cancellation · FAQ — Check-out vs cancellation.

Cancellation collections before void

Cancelling a Booking Step 4 (Cancel booking refund-type dialog) and Step 3 (deposit settlement) assume scheduled charges through the cancellation date are settled — not only deposit rows. Handling a Late Payment Steps 1–4 collect or approve pre-cancel rent and fee arrears; pick the row that matches what blocks Cancel booking:

Question	Collections workflow	Cancellation workflow
Unpaid rent/fee row on Payment Plan	Step 1 → Step 3	Not Step 4 until Step 2 clears
Tenant paid settlement transfer, balance unchanged	Step 4b	Step 2a same Pending mesh
Payment overdue alert before cancel	Step 1 after Notification row-click navigation	Step 2 before refund dialog
Collections failed after outreach	Step 6 → last-resort cancel	Step 4 refund types
Shortfall is deposit collection, not rent	Partly collected security deposit — Finance → Deposits Partial paid	Step 3 — not rent collections
Unpaid line is utility overage on Canceled stay	Entering Monthly Utility Bills — Step 4	Post-cancel utility mesh — not Step 2 rent
Symptom	Collections fix	Cancellation step
------------------------------------------------------------------------	-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------	-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
In Debt on Contract Values before sidebar	Step 3 → Step 4	Step 2
Settlement receipt still Pending	Step 4b	Step 2a / Step 6b
Tenant insists they paid — duplicate on ledger	Reject/revert mistaken receipts	Step 2 before Step 4
Segment-wide arrears at month-end	Step 6	Portfolio KPI review — Step 7
Pre-cancel payment overdue alert blocks void	Step 4 row-click → Cancelling a Booking — Step 2 before Step 4	Notification triage — Cancellation collections before void
Pre-cancel rent arrears on first go-live booking	Step 7 → Cancelling a Booking — Step 2 before void	Onboarding a New Property — Cancellation collections before void
Rent arrears on Payment Plan during settlement (canonical void path)	Step 2 → Handling a Late Payment — Steps 1–4 before Step 4	Cancelling a Booking — Cancellation collections before void
Phantom rent In Debt after hold cleanup mistaken for cancel	Step 5 — confirm real arrears on Contract Values before void	Manual block hygiene — Cancellation collections before void
Support ticket cites In Debt blocking Cancel booking	Self-serve Cancelling a Booking — Step 2 before New Support Ticket modal	Using in-app support — Cancellation collections before void
Lockout-delayed pre-cancel collections backlog	Step 3 → hub Lockout catch-up after password recovery → Step 2	Resetting a Management User Password — Cancellation collections before void
Pre-cancel rent arrears on Upcoming import before policy void	Step 6 → Cancelling a Booking — Step 2 before Step 4	Processing a New Booking — Cancellation collections before void
Tenant backs out before arrival — move-in rent arrears block void	Step 3 / Step 4 → Cancelling a Booking — Step 2	Managing a Check-in — Cancellation collections before void
Policy void mid-stay vs departure-week arrears (contrast)	Step 6 — Check-out collections before refund, not pre-cancel void	Managing a Check-out — Cancellation collections before void
Canonical pre-cancel collections before last-resort void	Steps 1–4 → Cancelling a Booking — Step 4 after Step 6 fails	Handling a Late Payment — Cancellation collections before void
Utility overage on Canceled stay — not rent pre-cancel mesh	Step 4 — utility collections, not Step 2 rent	Entering Monthly Utility Bills — Cancellation collections before void
Month-end segment-wide pre-cancel arrears at KPI sign-off	Step 7 → Cancelling a Booking — Step 2 before void queue	Portfolio KPI review — Cancellation collections before void

Also see: FAQ — Cancelling a Booking hub · FAQ — Handling a Late Payment hub.

Walkthrough: after In Debt clears, open Cancel booking and review refund types (example closes without confirming).

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

Handling a Late Payment collections hub

Receivables triage surfaces answer “who owes?” — Handling a Late Payment Steps 1–6 answer “what do I do next?” Pick the row that matches where you are in the flow:

Question	Start with receivables triage	Start with collections workflow
Need ranked debtors with days overdue	Finance → Overview → Debt Aging — Finance debt receivables triage	Handling a Late Payment — Step 1 after you pick a booking
Payment overdue alert row-click	Confirm balance on opened booking — Notification row-click navigation	Step 3 outreach after Step 2
Tenant paid but Total Debt unchanged	Pending manual receipt approval — Approve first	Step 4 / Step 4b
Tenant insists they paid twice	Reject/revert mistaken receipts — Revert duplicate	Re-open Debt Aging — not Step 3 until ledger is clean
Month-end Pending collections receipts	Amber Pending chip — Pending manual receipt approval	Step 6b mesh
Segment-wide arrears after self-serve Steps 1–5	Portfolio segmentation by tenant category	Step 6 Vivin support ticket
Symptom	Triage surface	Collections step
---------------------------------------------------	-----------------------------------------------	--------------------------------------------------------------------------------------------------------------------------------------------------------
Opened Income → In debt modal, need tenant rows	Debt Aging buckets — not payment-line modal	Step 1
Dashboard Total Debt not clickable	Finance → Overview	Step 1
Balance unclear after alert row-click	Payment Plan / Transactions on sidebar	Step 1 confirm before Step 3
Partly collected deposit, not rent arrears	Finance → Deposits Partial paid card	Partly collected security deposit — not rent collections

Also see: FAQ — Handling a Late Payment hub · FAQ — Finance debt receivables triage hub.

Also see: Common Workflows — Handling a Late Payment collections hub · FAQ — Handling a Late Payment collections hub.

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.

WhatsApp per-booking messaging

Three surfaces share the same WhatsApp conversation state — pick the one that matches your triage scope:

Question	Start here	Notes
Quick reply without opening a booking	Tools → Inbox (/inbox) or bell Inbox sub-tab	Cross-booking list; click tenant name for Tenant sidebar
Message one tenant with Payment Plan / Tickets context	Bookings → Communication	WhatsApp composer + read-only Email; header Refresh
Payment or ticket alert (not a message thread)	Bell General or /notifications	Switch to Inbox when summary reads New WhatsApp message from …
Symptom	Likely cause	Fix
-----------------------------------------------------	------------------------------------------------	-----------------------------------------------------------------------------------------------------------------
Bell ping reads New WhatsApp message from …	Message alert on General or /notifications	Open bell Inbox sub-tab or Tools → Inbox
Need Payment Plan while replying	Cross-booking Inbox lacks booking context	Bookings → Communication for that reservation
Unlock your communication history	Chatbot not enabled (isTenantChatBotEnabled)	ChatBot settings — Status Bot
Communication messages need a refresh	Tab-scoped reload	Header Refresh — Booking sidebar tab refresh
New WhatsApp message from … on /notifications	Message alert on full inbox	Bell Inbox or row with link — Notification row-click navigation
Row-click landed on booking, thread empty	bookingId target without link	Open Communication tab — Notification row-click navigation
Supplier thread got a Bot reply	Shared WhatsApp business line	Dedicated tenant number — Automation & AI — WhatsApp Support
Question	Message thread	Payment / ticket alert
-----------------------------------	----------------------------	---------------------------------------------------------------------------------------------
Dashboard entry	Bell Inbox sub-tab	Bell General or /notifications
Reply with Payment Plan visible	Bookings → Communication	Row-click → booking — Notification row-click navigation
Cross-booking triage	Tools → Inbox (/inbox)	/notifications filters + row-click

Also see: FAQ — WhatsApp per-booking messaging hub · Glossary — WhatsApp per-booking messaging hub.

Walkthrough: open Inbox, pick a conversation, reply, and jump to booking Communication when you need reservation context.

Bot reasoning (audit)

When a tenant Bot reply looks wrong, audit before you edit rules — Reasoning on the thread is read-only; ChatBot settings change future behaviour only:

Question	Start here	Notes
Why did the bot send this specific message?	Bookings → Communication → WhatsApp → Bot → Reasoning	Only mint Bot bubbles; not tenant or You
How do I stop similar replies in future?	Account Settings → ChatBot — narrow IF/THEN or edit Persona	Pair thread audit with ChatBot settings
Bot still replies after I messaged the tenant	Communication → Pause bot (when configured)	Per-booking; global rules unchanged
No Reasoning control visible	Vivin did not store reasoning for that send	Not a display bug — adjust rules from tenant message content instead
Symptom	Likely cause	Fix
-----------------------------------	--------------------------------	---------------------------------------------------------------------------------------------------------
Generic bot answer on every message	Catch-all IF/THEN If phrase	Expand Reasoning → replace with specific rule — IF/THEN rules
Wrong policy quoted in bot reply	Outdated or conflicting rules	Audit thread → edit matching IF/THEN row → Save
Need proof for support ticket	Operator dispute over automation	Screenshot expanded Reasoning — Using in-app support

Also see: FAQ — Bot reasoning (audit) hub · Glossary — Bot reasoning (audit) hub.

Walkthrough: open Bookings → Communication → WhatsApp, expand Reasoning on a Bot bubble, then open ChatBot → Special Rules to adjust matching IF/THEN rows.

ChatBot settings

Account Settings → ChatBot configures tenant-facing automation — pair Persona + Special Rules authoring with Bot Status before tenants message you. Bot Status also shows the separate Genius WhatsApp connection card (often Vivin-managed):

Question	Start here	Notes
First-time chatbot setup	Persona then Special Rules subtabs	Optional Getting Started step 11 pairing
Tenant WhatsApp line disconnected	Bot Status → WhatsApp connection — Connect WhatsApp / scan QR	Confirm Connect anyway after the warning countdown; Inbox and Communication stay gated until Connected
Genius WhatsApp / scheduled digests	Bot Status → Genius WhatsApp connection	Often Connected with “managed by VIVIN — no QR pairing needed”; staff still link phones on Users
Bot too chatty or off-topic	Review IF/THEN — replace broad If phrases	Max 20 rules; see IF/THEN rules
Verify a sent reply before changing rules	Bot reasoning (audit)	Thread Reasoning is read-only
Tenant should hear the bot is AI at the start	ChatBot → Persona — Introduce as AI on start	Off by default; distinct from AI Disclosure (answers only when asked) — Introduce as AI on start
Symptom	Likely cause	Fix
-------------------------------------	------------------------------------------------------	---------------------------------------------------------------------------------------------------------------------
Inbox greyed in sidebar	Chatbot not enabled or tenant WhatsApp connection Disconnected	Bot Status → Connect WhatsApp until Connected
Unlock your communication history	isTenantChatBotEnabled false	Contact Vivin; then pair tenant WhatsApp connection
ChatBot tab missing, cannot edit rules	Your role does not have the Chatbot permission	Who can edit ChatBot settings
Rules saved but behaviour unchanged	Wrong If phrase never matches	Audit live threads — Bot reasoning (audit)
QR expired before scan	Session timed out on phone	Refresh QR code on the tenant WhatsApp connection card

Also see: FAQ — ChatBot settings hub · Glossary — ChatBot settings hub.

Walkthrough: Bot Status dual cards — tenant WhatsApp connection and Genius WhatsApp connection.

Walkthrough: from Disconnected, click Connect WhatsApp, confirm after the warning countdown, then scan the QR until Connected.

Walkthrough: tenant WhatsApp connection after a successful pair — Connected badge, green live-session callout, and disabled Connect WhatsApp.

Walkthrough: open ChatBot settings, enter edit mode, add a narrow IF/THEN rule, Save, and return to read-only preview.

Reject/revert mistaken receipts

Four ledger corrections share the same Transactions surfaces — pick the action that matches receipt status and whether Finance already invoiced the charge:

Question	Start here	Notes
Duplicate still pending (never approved)	Reject payment on booking Transactions, or Reject selected on Finance → Transactions	Ledger Reject is bulk-only — no per-row reject icon on Finance
Duplicate already approved	Revert payment on booking Transactions or Finance row menu	Rolls allocations and balances back
Wrong row, not yet invoiced	Delete payment on Finance → Transactions when enabled	Disabled for vIBAN / provider platform or invoiced allocations
Reject / Revert on an invoiced charge	Finance → Transactions — Not issued credit note filter → Issue credit notes (N)	Red / blue modals reference this queue — not a spreadsheet
Symptom	Likely cause	Fix
----------------------------------------------------------------	---------------------------------------------------------------------------------------------------------	------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
Duplicate bank transfer still pending	Never approved — same ledger state as Pending manual receipt approval	Reject payment / Reject selected — do not Approve
Duplicate already approved	Wrong amount or wrong booking slipped through month-end	Revert payment on booking Transactions or Finance row menu
Delete payment disabled on Finance	vIBAN / provider platform rail or invoiced allocation	Revert or Issue credit notes after reject/revert on invoiced charges
Red / blue modal after Reject / Revert	Finance already invoiced the charge	Not issued credit note filter → Issue credit notes (N)
Total Debt unchanged after cleanup	Receipt still pending or credit note not issued	Pair Pending manual receipt approval + Finance — Issuing credit notes
Not issued credit note rows stay Pending after bulk push	Hostkit rate limit on Issue credit notes	Same pacing as Bulk Hostkit invoicing — leave batch running, refresh Transactions before re-issue
Need goodwill rent cut below exported month	Invoiced floor blocks in-product net	Rent reduction after invoicing — external credit notes
Total Debt still high — duplicate never rejected	Both rows approved by mistake	Revert the duplicate — then Finance debt receivables triage re-check Top debtors (bookings-detail-transactions-revert-modal-info-banner.png)
Amber Pending chip shows two identical transfers	Duplicate before any Approve	Reject selected on Finance → Transactions — Pending manual receipt approval
Question	Receipt still pending	Receipt already approved
----------------------------	-----------------------------------------------------------------------------------------	----------------------------------------------------
Legitimate bank transfer	Approve payment — Pending manual receipt approval	N/A
Duplicate / wrong booking	Reject payment / Reject selected	Revert payment
Finance already invoiced	Red modal → Issue credit notes after Reject	Blue modal → Issue credit notes after Revert
Month-end Step 7 sign-off	Clear Pending queue first	Then Revert / credit-note cleanup

When a duplicate bank transfer, wrong booking, or wrong amount slips through Approve, use the tables above before month-end KPI sign-off — then re-open Finance debt receivables triage (Top debtors / Dashboard Total Debt) only after ledger cleanup. During departure week, pair duplicate settlement transfers with Check-out ledger cleanup before refund (Managing a Check-out — Step 6 / Step 6b before Step 5). Pair with FAQ — Credit note warning (reject/revert) hub (bookings-detail-transactions-reject-modal-credit-note-banner.png, bookings-detail-transactions-revert-modal-info-banner.png, finance-transactions-bulk-reject-selected-bar.png, bookings-payment-row-actions-flow.mp4), Glossary — Credit note warning (reject/revert), Glossary — Credit note warning (reject/revert) hub, FAQ — Reject or revert an incoming payment, FAQ — Managing a Check-out hub, FAQ — Finance debt receivables triage hub (collections vs ledger-cleanup decision table), Pending manual receipt approval (amber Pending chip — approve legitimate rows before you Revert an approved duplicate; Reject duplicates still pending), Payment Allocation — Correcting mistaken receipts, Glossary — Credit note (payment reject/revert), Handling a Late Payment — Step 1 (re-triage Debt Aging after Revert), Bulk Hostkit invoicing (Issue credit notes batch pacing), and Portfolio KPI review — Step 7 during month-end reconciliation. Recover access first with Resetting a Management User Password — Troubleshooting when a lockout delayed ledger triage.

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

• FAQ — Credit note warning (reject/revert) hub — Red/blue modal banners and Not issued credit note queue symptom table

Deposit lifecycle status

The depositStatus lifecycle pill on the booking Deposit tab and matching Finance → Deposits row chips share one vocabulary — pick the surface that matches what you are chasing:

Question	Start here	Notes
Which lifecycle state is this deposit in?	Booking sidebar Deposit tab lifecycle pill	Not Paid → Partial Paid → Fully Paid → Ready to Refund → Refunded; optional Disputed freeze
Portfolio triage by lifecycle state	Finance → Deposits — Deposit lifecycle status cards	Click Partial paid, Ready to refund, Refunded, or other cards — counts scope to toolbar date range
Filter without opening Finance first	Other filters → Deposit status on Bookings / Finance	Same lifecycle slice as the status cards
Deposit shortfall (Partial Paid) vs rent Partial Paid	Booking Deposit tab vs Payment Plan	Amber Partially paid on Initial Deposit — not scheduled rent — Partly collected security deposit
Ready To Refund blocked at departure	Managing a Check-out — Step 6 before Step 5	Rent In Debt on Payment Plan — Check-out collections before refund
Refund blocked by contested retention	Booking Deposit tab Disputed pill	Deposit dispute — distinct from shortfall and rent arrears meshes
Lifecycle card counts look too low	Toolbar date range on Finance → Deposits	Deposit missing on Finance Deposits — clear range before month-end sign-off
Month-end deposit lifecycle sign-off	Portfolio KPI review — Step 7	Partial paid, Ready to refund, Disputed filters — pair with Partly collected security deposit

Also see: FAQ — Deposit lifecycle status hub · Glossary — Deposit lifecycle status.

Walkthrough: Finance → Deposits Deposit lifecycle status cards — click Ready to refund, Refunded, and Not paid, then row-open to the booking Deposit tab lifecycle pill.

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

Partly collected security deposit

Two different Partial Paid signals look alike — pick the surface that matches what you are chasing:

Question	Start here	Notes
Security deposit short after confirmation or move-in	Finance → Deposits — Partial paid lifecycle card	Paid above zero but below Amount on booking Deposit — depositStatus pill Partial Paid
Rent schedule line only partly covered	Bookings → Payment Plan or Finance → Contract Values	Scheduled rent charge — not the Initial Deposit row on Deposit
Portfolio filter without opening Finance first	Other filters → Deposit status → Partial paid on Bookings / Finance	Same lifecycle slice as the Partial paid card
Per-booking badge and remaining helper	Booking sidebar Deposit tab	Amber Partially paid on Initial Deposit — open from Finance row-click or the booking list
Partial paid lifecycle card shows zero rows	Toolbar date range excludes the stay	Deposit missing on Finance Deposits — clear range first
Catch-up after password recovery	Lockout delayed deposit triage	Lockout catch-up after password recovery
Deposit shortfall discovered at departure inspection	Step 3 Deposit tab before Step 5	Managing a Check-out — Partly collected security deposit
Month-end deposit sign-off alongside utility close	Portfolio KPI review — Step 7 Partial paid card during bill month-end	Entering Monthly Utility Bills — Partly collected security deposit
Payment alert for deposit shortfall — opened wrong tab	Step 4 — Deposit tab, not Payment Plan rent lines	Notification triage — Partly collected security deposit
First confirmation deposit shortfall after property go-live	Processing a New Booking — Step 5 after Step 7	Onboarding a New Property — Partly collected security deposit
Debt KPIs high after calendar holds cleared	Step 5 — Partial paid card when holds masked receivables	Manual block hygiene — Partly collected security deposit
Lockout-delayed deposit triage after password recovery	Step 3 → hub Lockout catch-up after password recovery	Resetting a Management User Password — Partly collected security deposit
Partially paid badge or partial filter defects	When to use in-app support → New Support Ticket modal	Using in-app support — Partly collected security deposit

When a tenant pays less than the full security deposit (or confirmation bundle) in one transfer, Vivin marks the deposit line Partially paid on the booking Deposit tab with a remaining helper — this is not the same as Partial Paid rent rows on Payment Plan (lifecycle pill Partial Paid on depositStatus — see Glossary — Deposit lifecycle status). Pair with FAQ — Partly collected security deposit (finance-deposits-lifecycle-partial-paid-card.png, bookings-detail-deposit-tab-partial-badge.png, finance-deposits-partial-collection-walkthrough.mp4), Glossary — Deposit lifecycle status, and Payment Allocation — Partly collected security deposit.

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

Deposit missing on Finance Deposits

A deposit row can exist on the booking Deposit tab but stay hidden on Finance → Deposits when the toolbar date range excludes the stay — pick the fix that matches your symptom:

Symptom	Likely cause	Fix
Tenant or unit missing from Deposits after an older move-out	Default ~3 months window excludes check-out / Refund Due Date	Clear date range selection or widen from / to, then Search
Mark disputed / Resolve dispute row chips missing	Same date filter — dispute actions only render on visible rows	Clear or widen the toolbar range before portfolio dispute triage
Lifecycle card counts look too low	Status summary cards scope to the active date window	Clear the range before month-end deposit sign-off
Row visible on booking Deposit but never on Finance	Booking may lack deposit line, or dates still outside a widened window	Confirm Initial Deposit on booking Deposit; then clear range and search by tenant
Partly collected deposit after clearing range	Paid > 0 but < Amount on Initial Deposit	Partly collected security deposit — Partial paid lifecycle card
Missed refund/dispute triage during lockout	Delayed check-out catch-up	Lockout catch-up after password recovery
Confirmation deposit on booking Deposit but missing on Finance	Clear toolbar date range before portfolio triage after Step 5	Processing a New Booking — Deposit missing on Finance Deposits
Deposit shortfall vs rent Partial Paid on collections Step 1	Widen Finance → Deposits range before Partial paid lifecycle card	Handling a Late Payment — Deposit missing on Finance Deposits
Move-in deposit triage before key handover	Clear toolbar range on Step 3 before Partial paid card	Managing a Check-in — Deposit missing on Finance Deposits
Payment alert row-click but Finance Deposits row hidden	Clear or widen toolbar range on Step 4 before Mark all as read	Notification triage — Deposit missing on Finance Deposits
First check-out deposit triage after go-live	Clear toolbar range on Step 7 before Finance → Deposits portfolio search	Onboarding a New Property — Deposit missing on Finance Deposits
Departure-week deposit release after utility month-end	Widen range on Step 5 before Managing a Check-out — Step 5	Entering Monthly Utility Bills — Deposit missing on Finance Deposits
Debt KPIs high after holds cleared — deposit row hidden	Clear Finance → Deposits range on Step 5 before calendar escalation	Manual block hygiene — Deposit missing on Finance Deposits
Support ticket — deposit row missing on Finance	Self-serve FAQ — Deposit missing on Finance Deposits before New Support Ticket modal	Using in-app support — Deposit missing on Finance Deposits

The tab’s date range defaults to about the last three months. Rows appear when check-in, check-out, or Refund Due Date intersects that window — not when the booking was created. Pair with FAQ — Deposit missing on Finance Deposits (finance-deposits-date-range-toolbar-default.png, finance-deposits-date-range-toolbar-cleared.png, finance-deposits-date-range-clear-flow.mp4), Glossary — Finance Deposits date range, Finance — Deposits tab, Managing a Check-out — Step 5, Cancelling a Booking — Step 3, and Portfolio KPI review — Step 7.

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

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

Also see: FAQ — Deposit missing on Finance Deposits hub · Glossary — Deposit missing on Finance Deposits hub.

Also see: Common Workflows — Deposit missing on Finance Deposits · FAQ — Deposit missing on Finance Deposits hub.

Common Workflows section cross-reference

Use the workflow list above. Open a specific guide for step-by-step help.

All guides

Pair with other Common Workflows hub sections

Each linked sub-guide opens with a First-time workspace setup tip for that workflow's go-live prerequisites.

• Onboarding a New Property — Add a property to your portfolio from owner registration through utility connections and channel setup; pair with Getting Started — Recommended Setup Sequence (steps 1–3 before, steps 13–15 + Step 7 after)
• Processing a New Booking — Create a booking from enquiry to confirmation
• Managing a Check-in — Coordinate tenant arrivals and key handovers
• Managing a Check-out & Deposit Refund — Handle departures, inspections, and deposit returns
• Handling a Late Payment — Follow up on overdue payments consistently
• Cancelling a Booking — Process cancellations with proper deposit handling
• Resetting a Management User Password — Recover management account access using email reset links and token-based password update
• Entering Monthly Utility Bills — Monthly billing process for accurate tenant overage calculations
• Using in-app support — Email support versus Vivin support tickets in the management app, permissions, and mobile behaviour
• Portfolio KPI review — Month-range Analytics review (Overview through Maintenance) with Sales and Dashboard reconciliation
• Notification triage — Clear unread alerts via Dashboard bell or full /notifications inbox; row-click navigation into Bookings, Tenants, or Listings
• Manual block hygiene — Cross-portfolio Audit pass for stale manual holds; edit or remove blocks on unit calendars; reconcile Sales and Dashboard vacancy
• Property & listing details (booking engine) — Marketplace-oriented property and unit fields (Vivin internal operators); bookmarkable URLs in Deep Links

Walkthrough media

Recent guides

Pair with other Common Workflows hub sections

MP4 clips complement PNG screenshots on individual sub-guides — pair with Modules and Account Settings module clips for cross-workspace flows.

Several step-by-step guides include short MP4 walkthroughs (muted, with controls) beside PNG screenshots. Use them when you prefer motion over static captures:

| Guide | Video asset | What the clip shows | | -------------------------------------------------------------------------------------------------------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | ---------- | | Onboarding a New Property | workflows-onboarding-property-wizard.mp4 | Create New → Property wizard steps, Sales → Channels, return to Listings (demo closes wizard without Submit) | | Cancelling a Booking | workflows-cancel-booking-refund-modal-flow.mp4 | Open Contract Info, Cancel booking, review refund types (example closes without confirming) | | Handling a Late Payment | finance-overview-debt-aging-walkthrough-flow.mp4, finance-overview-income-drill-down-flow.mp4, workflows-late-payment-triage-flow.mp4, workflows-late-payment-due-date-extension.mp4 | Step 1 Debt Aging / In debt drill-downs on Finance Overview; triage from Contract Values; optional Edit due date extension (demo cancels before save) | | Entering Monthly Utility Bills | ai-chat-product-context-monthly-utility-bills-reply.png, ai-chat-product-context-monthly-utility-bills-flow.mp4, workflows-monthly-utility-bills-flow.mp4, workflows-monthly-utility-bills-ai-upload-flow.mp4, utilities-bills-bulk-selection-flow.mp4 (module) | AI where-to → Bills / Add Bill; Manual Add Bill and ledger review; Upload PDF tab through Overview and Payment Plan spot-check; optional Bills bulk Download selected / Delete selected on the Received ledger | | Utilities — After you upload | FAQ — What does the Upload PDF banner mean? (recapture: utilities-add-bill-upload-processed-successfully.png, utilities-add-bill-upload-already-uploaded.png, utilities-add-bill-upload-results-flow.mp4; idle drop zone: utilities-add-bill-upload-tab.png) | Add Bill → Upload PDF — green N processed successfully means the invoice is on Received; Already uploaded means close without sending the same PDF again; Unconfirmed — check the Bills list means look at Received first. | | Using in-app support | settings-support-new-ticket-flow.mp4, settings-support-last-activity-flow.mp4, settings-support-mobile-drawer-flow.mp4 | Open support drawer and new-ticket modal; last-message preview, Last activity sort, and full-inbox Last Activity column; phone header icon opens the full-width drawer with Sort by Last activity | | Portfolio KPI review | analytics-kpi-tab-switching.mp4, finance-overview-income-drill-down-flow.mp4, finance-overview-cash-flow-drill-down-flow.mp4, finance-overview-debt-aging-walkthrough-flow.mp4 (embedded on guide) | Switch metric tabs with one shared month range; reconcile Analytics with Finance Income, Cash flow, and Debt Aging drill-downs | | Notification triage | notifications-triage-unread-flow.mp4, notifications-row-navigation-flow.mp4 | Dashboard bell (General / Inbox sub-tabs) → Mark all as read → full /notifications → Unread / Read filters; Step 4 row-click opens Bookings from a bookingId alert | | Manual block hygiene | audit-manual-blocks-filter-scroll.mp4, workflows-manual-block-hygiene-calendar-edit.mp4 (embedded on guide) | Search Manual Blocks → open row to unit sidebar; calendar-edit clip deletes a temporary hold then opens Sales Multicalendar | | Managing a Check-out & Deposit Refund | workflows-check-out-coordination-flow.mp4, deposit-dispute-mark-and-resolve-flow.mp4, finance-deposits-tab-mark-refunded-flow.mp4, finance-deposits-date-range-clear-flow.mp4 (also Deposit missing hub) | Plan departures in Operations, review Tickets, freeze refunds with Mark as Disputed when needed, open Finance → Deposits and the booking Deposit tab — clear the toolbar date range for older move-outs; separate clips for dispute resolution and Mark refunded (also on Finance) | | Managing a Check-in | workflows-check-in-coordination-flow.mp4, operations-planning-dispatch-flow.mp4 | Plan arrivals in Operations, verify tickets and Payment Plan, confirm Access Lockers in Listings; optional Planning day board for prep dispatch | | Managing a Check-out — Step 2 / Operations — Planning | operations-planning-dispatch-flow.mp4 (also on check-in Step 2) | Open Planning, review To replan / person columns, open a turnover ticket card | | Processing a New Booking | bookings-add-booking-flow.mp4, payment-allocation-record-and-allocate-flow.mp4, bookings-contract-onboarding-portal-access-flow.mp4 | + Create New → Booking wizard; record confirmation payment from Transactions (demo cancels before save); Contract Info onboarding / portal-access / check-in emails (demo does not send mail) | | Bookings — Ignore unit preparation days | FAQ — Why are the days after checkout grey on Add Booking?, Creating Bookings — Ignore unit preparation days | Add booking — tick Ignore unit preparation days to start in the previous stay’s prep buffer. Occupied nights stay blocked. Marketplace POST cannot send this skip. Cancel without creating. | | Bookings — Allow check-in date in the past | Creating Bookings — Allow check-in date in the past, FAQ — Marketplace booking Allow check-in date in the past | Add booking — tick Allow check-in date in the past to start before listing Available from. Occupied nights stay blocked. Marketplace POST cannot send this skip. Cancel without creating. | | Bookings — Use check in date as contract start date | Creating Bookings — Use check in date as contract start date, FAQ — Marketplace booking Use check in date as contract start date | Contract Info → Change contract start date — tick Use check in date as contract start date so the contract follows operational check-in. Marketplace POST cannot send this overlay. Leave the box off unless you intend to change that stay. | | Bookings — Send onboarding email & contract | Creating Bookings — Send onboarding, FAQ — Marketplace booking onboarding email | Add booking — leave Send onboarding email & contract off to skip the welcome email at create. Marketplace POST always sends. Cancel without creating. | | Bookings — Use unit contract rents | Creating Bookings — Use unit contract rents, FAQ — Marketplace booking unit contract rents | Add booking — leave Use unit contract rents and other contract details on to copy the unit, or turn it off for custom rent and fees. Marketplace POST always copies. Cancel without creating. | | Bookings — Extra price per tenant | Creating Bookings — Extra Charge, FAQ — Marketplace booking Extra Charge | Add booking — turn off Use unit contract rents to tick Extra price per tenant / Extra deposit per tenant. Marketplace POST copies unit rates from occupant headcount. Cancel without creating. | | Bookings — Second tenant | Creating Bookings — Second tenant, FAQ — Marketplace booking Second tenant | Contract Info → Second tenant — fill co-occupant identity after import when Tenants number is at least 2. Marketplace POST cannot send those fields. Leave empty unless you intend to add that person. | | Bookings — Guarantor | Creating Bookings — Guarantor, FAQ — Marketplace booking Guarantor | Contract Info → Guarantor — fill identity and Guarantor amount (€) after import when Preferences Guarantor is On. Marketplace POST cannot send those fields. Occupant headcount does not fill them. Leave empty unless you intend to add a guarantor. | | Bookings — Provider platform payment | Creating Bookings — Platform commission, FAQ — Marketplace platform commission | Contract Info — read-only Provider platform payment. Marketplace POST records platformProviderPaymentValue. Add Booking First payment value (€) when Platform is a channel. Does not change tenant rent except Booking Engine Daily stays shorter than one month. | | Bookings — Exclude this booking from penalty fees | Creating Bookings — Exclude from penalty fees, FAQ — Marketplace booking penalty exclusion | Contract Info → Method of payments — tick Exclude this booking from penalty fees for one stay. Marketplace POST cannot send this flag. Leave the box off unless you intend to exclude that stay. | | Bookings — Stay bars update after create or delete | FAQ — Do I need to reload Timeline after Create Booking?; PNGs: bookings-timeline-vacant-unit-rows.png, bookings-timeline-view.png | Timeline with Only bookings off — Create Booking draws the stay bar without reload; Delete Booking / Cancel booking drop it. Month you scrolled to stays put. | | Bookings — Unit list updates after create or delete | FAQ — Do I need to reload Timeline after Create Booking?; Glossary — Timeline unit list; PNGs: bookings-timeline-view.png, bookings-timeline-vacant-unit-rows.png | Timeline with Only bookings on (or Search / a booking filter hiding vacant rooms) — Create Booking adds the unit row in place; Delete Booking / Cancel booking drop a unit whose last stay in the window you removed. Month stays put. | | Utilities — Calendar blocks do not replace Covered | FAQ — Did a calendar block remove my Covered allocation?; Glossary — Covered (utilities allocation); PNG: utilities-allocations-tab-list.png | Utilities → Allocations — a calendar block (Absorbed) on a unit does not remove that unit’s Covered stay. Click Covered then Absorbed. Do not Recalculate Allocations to check. | | Bookings — Date calendar stays clear for several units | FAQ — Why doesn’t the Add Booking calendar grey occupied days for several units?; PNGs: bookings-add-booking-multi-unit-toggle.png, bookings-add-booking-multi-unit-selected.png | Book several units at once — date calendar stays clear; after Create N bookings, named clashes and Remove these units from the selection. Occupancy greying is single-unit only. | | Booking lifecycle | booking-lifecycle-status-tabs-flow.mp4, bookings-timeline-day-week-month-and-sidebar.mp4 | List status filters (All → Cancelled); Timeline Day / Week / Month, Only bookings, open booking from a bar | | Resetting a Management User Password | ai-chat-product-context-password-reset-reply.png, ai-chat-product-context-password-reset-flow.mp4, workflows-reset-password-flow.mp4 | AI where-to → Forgot password? / Settings → Users Resend password; Sign-in Forgot password? link → request form → Check your email → tokenized Create new password form (see workflows-reset-password-*.png) | | FAQ — Reject or revert an incoming payment | bookings-payment-row-actions-flow.mp4 (also on Bookings and Handling a Late Payment) | Booking Transactions — Approve, Reject, and Revert confirmation modals (demo cancels each) | | Subscription — Remove or replace the card | settings-subscription-remove-card-flow.mp4 (also FAQ — Remove or replace card) | Subscribed Payment method → Remove card → armed Yes, remove / Cancel (demo cancels; never removes the shared docs card) | | Subscription — When a card is required | FAQ — Why can’t I dismiss Subscription checkout? | After sign-in, Subscription – Action Required as a block: amber A payment method is required…, Sign out, no I'll do it later. | | Bookings — Finance Deposits updates from the booking tab | FAQ — Does Mark refunded on the booking leave the row on Finance Deposits? | After Mark refunded, Revert refund, a dispute action, or Transfer on the booking Deposit tab, Finance → Deposits already matches — a Ready to refund row leaves that queue. | | Bookings — Deposit status filter updates while you work | FAQ — Does Ready To Refund leave the booking on Fully paid?; PNGs: bookings-list-other-filters-deposit-status.png, bookings-detail-deposit-tab-ready-to-refund-toggle.png | Filters → Deposit status → Fully paid, open Deposit, turn on Ready To Refund, close — the row leaves Fully paid. Switch the filter to Ready to refund. Distinct from Finance → Deposits after Mark refunded. | | Subscription — Billing History | settings-subscription-billing-history-subscribed-flow.mp4 (also FAQ — Billing History Action Required; Action Required contrast: settings-subscription-billing-history-action-required-flow.mp4) | Subscribed tab → scroll Payment method → Billing history with Upcoming, Current, and past period rows (clean teaching mocks when docs account is Action Required) | | Listings — Save keeps your place in the list | listings-portfolio-save-keeps-scroll-flow.mp4 (also FAQ — Does saving a listing send me back to the top?; PNGs: listings-portfolio-save-keeps-scroll-before.png, listings-property-edit-update-keeps-list.png, listings-portfolio-save-keeps-scroll.png) | Search Casa, scroll to Casa Dias, Update Property Information, close — the portfolio stays on Casa Dias | | Finance — Booking sidebar stays on the drill-down | FAQ — Does opening a booking from Total Debt close the list? | Open Total Debt (or a Debt Aging bucket / Overdue Deposits / System / Manual Payments / Income list), click a row — the booking opens on top of the list; close the sidebar to keep search, Booking status, and (on debt lists) Booking category / Tenant category. | | Finance — Filter the debt list by category | FAQ — Can I filter Total Debt by category without closing the list? | Open Total Debt, tick Booking category then Tenant category (menus stay open), read Showing N of M, Clear all. Distinct from Other filters. Do not change the booking. | | Finance — Filter toolbar stays two bars | FAQ — Where do I see which Total Debt filters are on? (recapture: finance-overview-debt-filter-two-bars.png, finance-overview-debt-filter-menu-stays-on-trigger.png, finance-overview-debt-filter-two-bars-flow.mp4) | Open Total Debt — search and pickers on the white bar; chips, Clear all, and € totals on the grey bar. Tick a second filter while a menu is open. Do not change the booking. | | Sales — Availability popover stays on the day you clicked | FAQ — Does the Sales Overview free-unit list stay after I click a day?; PNG: sales-overview-availability-timeline-day-popover.png | Sales → Overview → Availability over time — click a Timeline day or a Daily / Fortnightly / Monthly bar; scroll the list (header stays); Close. Dashboard → Vacant Units is a different list. | | Listings — Select types stays open | listings-portfolio-select-types-stays-open-flow.mp4 (also FAQ — Does picking a second listing type close the menu?; PNGs: listings-portfolio-select-types-stays-open.png, listings-portfolio-select-types-two-types.png, listings-portfolio-select-types-two-chips.png) | Search Conde, open Select types, tick Double Room, then Single Room — the menu stays open | | Listings — Select tags stays open | FAQ — Does picking a second listing tag close the menu? | Open Select tags, tick Alameda, then Saldanha — the menu stays open. The table shows buildings with any of those tags. On Sales, Select tags is a separate control. | | Bookings — Contract mark stays on the list | bookings-list-contract-mark-keeps-scroll-flow.mp4 (also FAQ — Does uploading a signed contract send me back to the top?; PNGs: bookings-list-contract-mark-keeps-scroll-before.png, bookings-list-contract-mark-keeps-scroll.png, tenants-table-ct-signed-check.png) | Search Casa Bolivia VIII, open the signed stay, close — All bookings stays on the same house; Tenants CT shows Signed on | | Bookings — Select properties stays open | bookings-list-select-properties-stays-open-flow.mp4, bookings-timeline-select-properties-stays-open-flow.mp4 (also FAQ — Does picking a second building on Timeline close the property menu?; PNGs: bookings-list-select-properties-stays-open.png, bookings-list-select-properties-two-buildings.png, bookings-timeline-select-properties-stays-open.png, bookings-timeline-select-properties-two-buildings.png) | All bookings — type Casa, tick Casa Beatriz - Porto, then Casa Eduardo I; Timeline — same menu, then Casa Dias; the menu stays open while the table or Gantt refreshes | | Bookings — Booking categories stays open | FAQ — Does picking a second booking category close the menu? | Open Booking categories, tick Student, then No booking category — the menu stays open. The table shows stays with any of those choices. Finance → Other filters → Booking → Select categories is a different control. | | Bookings — Tenant categories stays open | FAQ — Does picking a second tenant category close the Bookings menu? | Open Tenant categories, tick a named segment, then No tenant category — the menu stays open. The table shows stays with any of those choices. Tenants → All categories is a different control. | | Bookings — Select all on category filters | FAQ — How do I show every category except one? | Open Booking categories or Tenant categories, click Select all, then untick the one tag or segment to hide. Same strip on Finance → Other filters. Do not Create Booking. | | Bookings — Return of value rows on Transactions | FAQ — Why does Transactions show a negative Return of Value row? | Open a booking that already has a return → Transactions — one negative Return of Value row (Returned on …), All / Manual net the amount. Do not Apply a new return. Do not Approve. | | Tenants — All categories stays open | FAQ — Does picking a second tenant category close the Tenants menu? | Open All categories, tick a named segment, then No category — the menu stays open. The directory shows tenants with any of those choices. Bookings → Tenant categories is a different control. | | Operations — Category stays open | operations-tickets-category-filter-stays-open-flow.mp4 (also FAQ — Does picking a second ticket category close the menu?; PNGs: operations-tickets-category-filter-stays-open.png, operations-tickets-category-filter-two-types.png) | Search hallway, open Category, tick Limpeza, then Maintenance — the menu stays open | | Operations — Source stays open | FAQ — Does picking a second ticket source close the menu? | Open Source, tick Tenant portal, then Chatbot — the menu stays open. Tenant (all channels) is not a shortcut that includes those two. | | Operations — Assignee stays open | FAQ — Does picking a second ticket assignee close the menu? | Open Assignee, tick the first teammate, then a second teammate — the menu stays open. Filters → Responsible is one person. Unassigned is a status card. | | Operations — Responsible stays open | FAQ — Does picking a second responsible teammate close the Check-in & Check-out menu? | Open Responsible, tick the first teammate, then a second teammate — the menu stays open. Assigned responsible With/Without is a different control. | | Audit — Created by stays open | FAQ — Does picking a second Created by teammate close the Manual Blocks menu? | Open Created by, tick the first teammate, then a second teammate — the menu stays open. The table shows holds created by any of those people. Tickets Assignee is a different control. | | Using in-app support — Status stays open | FAQ — Does picking a second Status close the Help & Support drawer menu? | Open Status on the Help & Support drawer, tick Pending, then Awaiting your reply — the menu stays open. The list shows tickets in any of those states. Open is not on this menu. Sort by and Operations Tickets status are different controls. | | Using in-app support — Reopen lands on Pending | FAQ — What status does a reopened support ticket use? | On a Closed ticket, Reopen continues the same thread and sets Pending. Find it on Active + Status → Pending, or full inbox All — not the Open chip. Do not Reopen a live customer thread for a screenshot. | | Using in-app support — Your reply emails the assigned teammate | FAQ — Do I also email support after I reply in Help & Support? (recapture: settings-support-ticket-reply-composer.png, settings-support-ticket-reply-pending-after-send.png, settings-support-ticket-reply-emails-assigned-flow.mp4; PNGs: settings-support-ticket-thread-fresh-open.png, settings-support-ticket-message-edit-hover.png) | Open a dedicated test ticket in Help & Support, send a short reply, confirm Pending. Do not also email the support mailbox. Do not reply on a live customer thread. | | Emails — Select smart locks stays open | FAQ — Does picking a second smart lock close the Communication Rule menu? | New Rule or Edit — set Specific Nuki locks to Include only, open Select smart locks…, tick the first lock, then a second lock — the menu stays open. Cancel unless you intend to keep the audience. | | Emails — Booking tags stays open | FAQ — Does picking a second booking tag close the Communication Rule menu? | New Rule or Edit — set Booking tags to Include only, open All tags, tick Corporate, then Renewal — the menu stays open. Named tags only. Cancel unless you intend to keep the audience. | | Emails — Tenant categories stays open | FAQ — Does picking a second tenant category close the Communication Rule menu? | New Rule or Edit — set Tenant categories to Include only, open Select tenant categories…, tick Corporate, then a second named segment — the menu stays open. Named segments only. Cancel unless you intend to keep the audience. | | Emails — Auto-cancellation | FAQ — Does Cancel booking send the Auto-cancellation Communication Rule? | New Rule — Event Auto-cancellation, read Send at Hour (default 10:00), Cancel. Emails the tenant after Auto-cancel unpaid move-in only. Do not Create Rule. Do not auto-cancel a live booking. | | Emails — Send now is fire-once | FAQ — Why did my Send now rule turn Inactive after I sent it?; PNGs: settings-emails-communication-rules-now-filter-tab.png, settings-emails-send-now-confirm-modal.png | Now chip — after confirm, the rule is Inactive and queued messages still send. Play on Inactive opens the preview again. Do not confirm Send now on a live audience. | | Payments — Select properties / Select categories stay open | FAQ — Does picking a second property close the Rent adjustment menu? | Review and apply → Preview — open Select properties, tick Casa Abel II, then Casa Bolívia VIII — the menu stays open. Select categories (booking tags) stays open the same way. Cancel unless you intend to raise rent. | | Payments — View booking details stays on the preview | FAQ — Does opening a booking from Rent adjustment close the preview? (PNGs: settings-payments-rent-adjustment-preview-tenant-name.png, settings-payments-rent-adjustment-booking-sidebar-over-preview.png; clip: settings-payments-rent-adjustment-booking-sidebar-flow.mp4) | Review and apply → Preview — click the teal tenant name (View booking details). The booking opens on top of the preview. Close the sidebar, not the Rent adjustment X. The rest of the row still checks the stay. Cancel unless you intend to raise rent. | | Operations — Schedule hour on the list | operations-tickets-schedule-hour-flow.mp4 (also FAQ — Does the Tickets Schedule column show the hour?; PNGs: operations-tickets-schedule-hour.png, operations-tickets-other-filters-scheduled-time.png, operations-tickets-other-filters-scheduled-time-with.png, operations-tickets-schedule-hour-without-hallway.png) | Search Bolivia, open Draft, read 15:00 on Schedule; Filters → Scheduled time With / Without; search hallway for a dash | | Operations — Internal note filter and sort | operations-tickets-internal-note-filter-flow.mp4 (also FAQ — How do I find tickets that have an internal note?; PNGs: operations-tickets-other-filters-internal-note.png, operations-tickets-other-filters-internal-note-with.png, operations-tickets-filters-badge-internal-note.png, operations-tickets-internal-note-column-sorted.png) | Filters → Internal note With / Without; sort the Internal note column when it is on under Personal Settings. Do not edit tickets. | | Bookings — Search in comments | bookings-comments-search-flow.mp4 (also FAQ — How do I search bookings by words in Internal Notes?; PNGs: bookings-other-filters-comments-with-search.png, bookings-other-filters-comments-search-filled.png, bookings-list-comments-search-chip.png) | Filters → Comments → With, type in Search in comments…, read the Comments: With · … chip and Filters badge. Do not edit Internal Notes. | | Utilities — Select type stays open | utilities-bills-select-type-stays-open-flow.mp4 (also FAQ — Does picking a second utility type close the Bills menu?; PNGs: utilities-bills-select-type-stays-open.png, utilities-bills-select-type-two-types.png, utilities-bills-select-type-two-chips.png) | Scope Casa Abel II, open Select type, tick Water, then Electricity — the menu stays open | | Listings — Airbnb only settings | listings-unit-short-term-airbnb-only-settings-flow.mp4 (also FAQ — Airbnb only settings; PNGs: listings-unit-short-term-airbnb-only-settings.png, listings-unit-short-term-airbnb-only-settings-edit.png) | Unit Short term — common nightly fields then Airbnb only settings, Edit, Cancel | | Bookings — Platform badge and filters follow the real OTA | bookings-ota-real-ota-identity-flow.mp4 (also FAQ — Why do channel-manager bookings show Airbnb or Booking.com?; PNGs: bookings-list-ota-real-ota-airbnb-search.png, bookings-other-filters-source-platform-real-ota.png, bookings-list-airbnb-filter-channel-manager.png, bookings-detail-ota-real-ota-contract-info.png, bookings-detail-communication-tab-ota-real-ota.png, finance-transactions-select-platforms-real-ota.png) | Search a channel-manager guest → Airbnb logos on the list → Filters → Source platform shows Airbnb and Booking.com (no channel-manager row) → tick Airbnb | | Bookings — Card (recorded manually) | FAQ — When should I use Card (recorded manually)? (PNGs: bookings-detail-transactions-add-payment-modal.png, bookings-detail-transactions-add-payment-type-card-recorded-manually.png, bookings-detail-transactions-add-payment-type-card-recorded-manually-menu.png; clip: bookings-detail-transactions-card-recorded-manually-flow.mp4) | Booking + Transaction → Type → Credit Card for a desk/POS tap (Credit card (VIVIN) is not in the list). Demo Cancel without Add. | | Integrations — Billing from the invoicing connection | FAQ — How do I turn invoicing on? (PNGs: settings-integrations-vivin-invoicing-card.png, settings-integrations-hostkit-card.png, settings-integrations-add-invoicing-provider.png; clip: settings-integrations-billing-from-invoicing-connection-flow.mp4) | Settings → Integrations → Platform Integrations → + Add — connecting Hostkit / Invoice Express / VIVIN Invoicing / NetSuite / Sage50c turns invoicing on. No separate billing switch. Demo close without Add or Delete. | | Inbox — Browser tab title | FAQ — Why does my browser tab say VIVIN | Inbox? (inbox-browser-tab-vivin-inbox.png, inbox-browser-tab-vivin-inbox-flow.mp4) | Open Tools → Inbox — the browser tab reads VIVIN | Inbox (including /inbox?contact=…). Bell Inbox slide-over does not rename the tab until you land on /inbox. OS chrome still and clip show **VIVIN | Inbox**. | | Tenant Portal — Install app | FAQ — How do tenants install the Tenant Portal on their phone? (PNGs: tenant-portal-install-app-prompt.png, tenant-portal-install-app-ios-share-steps.png, tenant-portal-install-app-android.png, tenant-portal-install-app-android-card.png; clips: tenant-portal-install-app-flow.mp4, tenant-portal-install-app-android-flow.mp4) | Open a booking portal link on a phone — read Install plus your company name, Quick Access / Native Experience. iPhone 1. Tap Share → 2. Add to Home Screen. Android Install App. Maybe later without installing. Distinct from management Install app. | | Tenant Portal — Logo website | FAQ — How do tenants open the company website from the portal logo? (PNGs: tenant-portal-logo-website-home.png, tenant-portal-logo-website-sidebar.png, tenant-portal-logo-website-contact-us.png, tenant-portal-logo-website-phone.png, tenant-portal-logo-website-phone-header.png; clip: tenant-portal-logo-website-flow.mp4) | Open the portal — read the company logo at the top of the computer sidebar (or the phone top bar). When Website URL is set, it opens your site in a new tab. Same URL as Home → Contact us. Distinct from Powered by VIVIN. Do not Sign out. | | Tenant Portal — Language switcher | FAQ — How do tenants change the Tenant Portal language? (PNGs: tenant-portal-language-switcher.png, tenant-portal-language-switcher-button.png, tenant-portal-language-switcher-menu.png, tenant-portal-language-switcher-menu-list.png, tenant-portal-language-switcher-phone.png, tenant-portal-language-switcher-phone-menu.png; clip: tenant-portal-language-switcher-flow.mp4) | Open the portal — read globe + EN at the left of the computer top bar (or the compact phone control). Open the menu: EN / PT / ES / IT. Distinct from management Interface language. Do not persist a language on a shared booking. Do not Sign out. | | Portal settings — Default language | FAQ — How do I set the Tenant Portal default language? (PNGs: settings-portal-default-language.png, settings-portal-default-language-edit.png, settings-portal-default-language-options.png; clip: settings-portal-default-language-flow.mp4) | Open Settings → Tenant Portal → Portal settings, pencil the Tenant Portal card, read Default language (Not set (English) / English / Português / Español / Italiano), then Cancel without Save. Distinct from management Interface language. | | Tenants — Portal language | FAQ — How do I set one tenant’s Portal language? (PNGs: tenants-sidebar-portal-language.png, tenants-sidebar-portal-language-menu.png, tenants-sidebar-portal-language-full.png; clip: tenants-sidebar-portal-language-flow.mp4) | Open a tenant sidebar — read Portal language (Account default / English / Português / Español / Italiano). Open the menu to confirm options, then leave without changing the value (saves on change). Account default is not the same as English. | | Tenant Portal — Sign out | FAQ — How do tenants sign out of the Tenant Portal? (PNGs: tenant-portal-sign-out-button.png, tenant-portal-more-sign-out-card.png, tenant-portal-sign-out-email-form.png; clip: tenant-portal-sign-out-flow.mp4) | Computer: click Sign out in the top bar → email access-link form. Phone: More → Sign out / End this session on this device → same form. Access code is unchanged. Distinct from management Logout. Do not Send access link. | | Tenant Portal — More | FAQ — How do tenants open More on the Tenant Portal phone? (PNGs: tenant-portal-more-bottom-nav.png, tenant-portal-more-page.png, tenant-portal-more-page-phone.png, tenant-portal-more-documents.png; clip: tenant-portal-more-page-flow.mp4) | Phone: open More in the bottom bar (swipe the bar if needed) → read Documents / Utilities / Services / Surveys / Account → open Documents → return to More. Do not Sign out. Do not Save. Distinct from desktop sidebar. | | Preferences — Satisfaction surveys | FAQ — Why is Surveys missing from the Tools sidebar? (PNGs: settings-preferences-satisfaction-surveys-card-on.png, settings-preferences-satisfaction-surveys-edit.png, surveys-sidebar-tools-entry.png, surveys-hub-overview-after-enable.png; clip: settings-preferences-satisfaction-surveys-enable-flow.mp4) | Open Settings → System → Global Settings — find Satisfaction surveys, pencil, confirm Enable satisfaction surveys (Cancel without Save on shared demo), then open Tools → Surveys Overview. Distinct from portal Surveys Home prompt. Do not mutate surveys. Do not Save Preferences on shared accounts. | | Tenant Portal — Surveys Home prompt | FAQ — How do tenants see surveys to answer on portal Home? (PNGs: tenant-portal-surveys-home-prompt.png, tenant-portal-surveys-home-prompt-card.png, tenant-portal-surveys-home-prompt-answer.png, tenant-portal-surveys-home-prompt-list.png, tenant-portal-surveys-home-prompt-phone.png; clip: tenant-portal-surveys-home-prompt-flow.mp4) | Open portal Home — read You have N surveys to answer, tap Answer, open Surveys. Distinct from Open requests and from Services. Do not submit survey answers. Do not Sign out. | | Tenant Portal — Greeting and listing address | FAQ — How do tenants see the greeting and listing address on portal Home? (PNGs: tenant-portal-home-greeting.png, tenant-portal-home-listing-address.png; clip: tenant-portal-home-greeting-and-listing-address-flow.mp4) | Open portal Home — read Hello, First name! and the map-pin listing address (Floor when stored). Distinct from Lease information / Contact us. Do not Save. Do not Create Booking. Do not Sign out. | | Tenant Portal — Balance card | FAQ — How do tenants see their balance on portal Home? (PNG: tenant-portal-home-balance-card.png; clip: tenant-portal-home-balance-card-flow.mp4) | Open portal Home — read the balance card (Overdue payment / Outstanding payment, total-due sentence when present). Tap Make payment (paywall opens — do not complete a payment), then go back. Outline View transactions opens Payments → Transaction History. Do not Save. Do not Create Booking. Do not Sign out. | | Tenant Portal — All payments up to date | FAQ — When does portal Home show All payments up to date? (PNGs: tenant-portal-home-balance-all-payments-up-to-date.png, tenant-portal-home-balance-all-payments-up-to-date-card.png, tenant-portal-home-balance-all-payments-up-to-date-status.png, tenant-portal-home-balance-all-payments-up-to-date-phone.png, tenant-portal-home-balance-all-payments-up-to-date-phone-card.png; clip: tenant-portal-home-balance-all-payments-up-to-date-flow.mp4) | Open portal Home — read the green All payments up to date balance card (green check; View transactions). Distinct from Overdue payment / Outstanding payment. Do not complete a payment. Do not Save. Do not Sign out. | | Tenant Portal — Open requests and Contract | FAQ — How do tenants open requests and the contract from portal Home? (PNGs: tenant-portal-home-open-requests-card.png, tenant-portal-home-contract-card.png; clip: tenant-portal-home-open-requests-and-contract-flow.mp4) | Open portal Home — read Open requests and the neighbouring Contract card. Open Requests → History (ticket row or View all N requests), go back, then tap Create request (New Request / What do you need?). Do not submit a request. Do not finish Sign contract. Do not Save. Do not Sign out. | | Tenant Portal — Lease information and Contact us | FAQ — How do tenants see lease dates and landlord contact on portal Home? (PNGs: tenant-portal-home-lease-and-contact-cards.png, tenant-portal-home-lease-information-card.png, tenant-portal-home-contact-us-card.png; clip: tenant-portal-home-lease-and-contact-flow.mp4) | Open portal Home — scroll to Lease information and Contact us. Read the four-digit-year stay timeline, then the landlord Website on Contact us. Distinct from the greeting pin and from Logo website. Do not edit the listing, General Information, or portal settings. Do not Sign out. | | Tenant Portal — IBAN | FAQ — How do tenants enter an IBAN? (PNGs: tenant-portal-account-iban-field.png, tenant-portal-account-iban-field-typed.png; clip: tenant-portal-account-iban-field-flow.mp4) | Open Account → Bank account — read empty IBAN (placeholder example), type a sample personal IBAN for deposit refunds, then leave without Save changes. Distinct from European bank account (layout toggle) and from booking virtual IBAN. Do not Sign out. | | Tenant Portal — First name and last name | FAQ — How do tenants enter first and last name? (PNGs: tenant-portal-account-first-last-name-fields-empty.png, tenant-portal-account-first-last-name-fields.png; clip: tenant-portal-account-first-last-name-fields-flow.mp4) | Open Account → Personal information — read empty First name / Last name (placeholders), type a sample such as Maria then Costa, then leave without Save changes. Email on the same row is read-only. Distinct from Phone and Nationality. Do not Sign out. | | Tenant Portal — Save changes success | FAQ — How do tenants know Account changes saved? (PNGs: tenant-portal-account-save-changes-button.png, tenant-portal-account-save-changes-success-banner.png; clip: tenant-portal-account-save-changes-success-flow.mp4) | Open Account — click Save changes with already-valid fields (no edits), then read the green Details updated successfully! notice above the button. The page stays on Account; the notice disappears after a few seconds. Distinct from Sign out and from operator save on Tenants → Tenant Info. Do not change field values. Do not Sign out. | | Tenant Portal — ID document details | FAQ — How do tenants enter ID type, expiry, and country of issue? (PNGs: tenant-portal-account-id-document-fields.png, tenant-portal-account-id-document-fields-filled.png; clip: tenant-portal-account-id-document-fields-flow.mp4) | Open Account → Personal information — open ID Type (CC / Passport / ID / Residence Permit), fill a sample Identification ID and expiry, read the Country of issue required hint, then leave without Save changes. Distinct from Fiscal number and Nationality. Do not Sign out. | | Tenant Portal — Fiscal number and home address | FAQ — How do tenants enter a fiscal number and home address? (PNGs: tenant-portal-account-fiscal-number-home-address.png, tenant-portal-account-fiscal-number-home-address-filled.png; clip: tenant-portal-account-fiscal-number-home-address-flow.mp4) | Open Account → Personal information — type a sample tax ID in Fiscal number and a street in Home address, read the Country of issue required hint, then leave without Save changes. Distinct from Identification ID, Billing address, and Company fiscal number. Do not Sign out. | | Tenant Portal — Documents preview and download | FAQ — How do tenants see files and invoices on portal Documents? (PNGs: tenant-portal-documents-file-list.png, tenant-portal-documents-file-card.png, tenant-portal-documents-preview.png, tenant-portal-documents-preview-header.png; clip: tenant-portal-documents-preview-download-flow.mp4) | Open Documents — read a PDF tile (badge + filename + Download), open the in-portal preview, use Download or Close / Escape. Distinct from Contract → Download contract and from Payments → Receipt. Do not upload or delete. Do not Sign out. | | Tenant Portal — Phone | FAQ — How do tenants enter a phone number? (PNGs: tenant-portal-account-phone-field.png, tenant-portal-account-phone-field-typed.png; clip: tenant-portal-account-phone-field-flow.mp4) | Open Account → Personal information — read empty Phone (placeholder Phone number), type a spaced sample such as +351 912 345 678, then leave without Save changes. Spaces are removed on save. Distinct from Nationality and Identification ID on the same row. Do not Sign out. | | Tenant Portal — European bank account | FAQ — How do tenants enter a non-European bank account? (PNGs: tenant-portal-account-european-bank-account-on.png, tenant-portal-account-european-bank-account-off.png; clip: tenant-portal-account-european-bank-account-flow.mp4) | Open Account → Bank account — leave European bank account On (IBAN only), turn it Off to reveal Bank country / SWIFT / BIC / bank address fields, then turn it back On. Distinct from Account IBAN (deposit refunds) and from booking virtual IBAN. Leave without Save changes. Do not Sign out. | | Tenant Portal — Use company billing | FAQ — How do tenants use company billing? (PNGs: tenant-portal-account-use-company-billing-off.png, tenant-portal-account-use-company-billing-on.png; clip: tenant-portal-account-use-company-billing-flow.mp4) | Open Account → Billing information — leave Use company details Off (personal address only), turn it On to reveal Company name / Company fiscal number, then turn it back Off. Distinct from European bank account and from booking virtual IBAN. Leave without Save changes. Do not Sign out. | | Tenant Portal — Billing address | FAQ — How do tenants enter a billing address? (PNGs: tenant-portal-account-home-address-field.png, tenant-portal-account-billing-address-fields.png, tenant-portal-account-billing-address-fields-typed.png; clip: tenant-portal-account-billing-address-fields-flow.mp4) | Open Account — read Personal information → Home address, then Billing information empty Billing address / City / Postal code / Country, type a sample invoice street, and leave without Save changes. Distinct from Home address and from Use company details. Do not Sign out. | | Tenant Portal — Nationality | FAQ — How do tenants enter nationality? (PNGs: tenant-portal-account-nationality-field.png, tenant-portal-account-nationality-dropdown.png; clip: tenant-portal-account-nationality-flow.mp4) | Open Account → Personal information — read Nationality (for example Spanish), open Select nationality to browse nationality words with flags (not country names), then leave without Save changes. Distinct from Country of issue and billing Country. Do not Sign out. | | Tenant Portal — Powered by VIVIN | FAQ — What does Powered by VIVIN mean in the Tenant Portal? (PNGs: tenant-portal-powered-by-vivin-home.png, tenant-portal-powered-by-vivin-sidebar.png, tenant-portal-powered-by-vivin-access.png, tenant-portal-powered-by-vivin-phone.png; clip: tenant-portal-powered-by-vivin-flow.mp4) | Open the portal on a computer — read Powered by VIVIN at the bottom of the left sidebar. The email access-link screen shows the same mark. Distinct from the company Logo / Contact us Website. Do not follow the destination tab. Do not Send access link. Do not Sign out. | | Tenant Portal — WiFi Show password | FAQ — How do tenants see WiFi on portal Home? (PNGs: tenant-portal-home-wifi-home.png, tenant-portal-home-wifi-card.png, tenant-portal-home-wifi-password-revealed.png, tenant-portal-home-wifi-password-revealed-card.png, tenant-portal-home-wifi-password-copied.png, tenant-portal-home-wifi-password-copied-card.png, tenant-portal-home-wifi-phone.png; clip: tenant-portal-home-wifi-reveal-copy-flow.mp4) | Open Home — scroll to WiFi. Tap Show password (eye), then Copy password (green check), then Hide password. Distinct from Copy virtual IBAN on Make payment. Do not edit Listings WiFi. Do not Sign out. | | Tenant Portal — Entry codes Show code | FAQ — How do tenants show and copy entry codes on portal Home? (PNGs: tenant-portal-home-entry-codes-home.png, tenant-portal-home-entry-codes-card.png, tenant-portal-home-entry-codes-revealed.png, tenant-portal-home-entry-codes-revealed-card.png, tenant-portal-home-entry-codes-copied.png, tenant-portal-home-entry-codes-copied-card.png, tenant-portal-home-entry-codes-phone.png; clip: tenant-portal-home-entry-codes-show-copy-flow.mp4) | Open Home — scroll to Entry codes. Tap Show code (eye), then Copy code (green check), then Hide code. Distinct from WiFi Show password and from Copy virtual IBAN on Make payment. Do not edit Access Lockers. Do not Sign out. | | Tenant Portal — FAQ accordion | FAQ — Where do tenants see published FAQs? (PNGs: tenant-portal-requests-faq-accordion.png, tenant-portal-requests-faq-accordion-open.png; clip: tenant-portal-requests-faq-accordion-flow.mp4) | Open Requests — scroll to FAQ under New Request and History. Expand a published question, then a second (the first collapses). Do not Submit Request. Do not publish or unpublish. Distinct from ChatBot persona. | | Tenant Portal — What do you need? | FAQ — Report an Issue vs General Inquiry (PNGs: tenant-portal-requests-new-request-form.png, tenant-portal-requests-new-request-report-an-issue.png, tenant-portal-requests-new-request-general-inquiry.png; clip: tenant-portal-requests-what-do-you-need-flow.mp4) | Open Requests → New Request — pick Report an Issue (location + required files), then General Inquiry (no location, optional files). Do not Submit Request. Distinct from Services catalogue orders. | | Tenant Portal — Received status | FAQ — How do tenants see Received on a portal request? (PNGs: tenant-portal-requests-received-status.png, tenant-portal-requests-received-status-home.png, tenant-portal-requests-received-status-home-card.png, tenant-portal-requests-received-status-home-row.png, tenant-portal-requests-received-status-history.png, tenant-portal-requests-received-status-chip.png, tenant-portal-requests-received-status-phone.png; clip: tenant-portal-requests-received-status-flow.mp4) | Open Home → Open requests — read Received under an unassigned ticket (for example Maintenance follow-up). Open Requests → History — read the same ticket’s blue Received chip. Operations still says Unassigned. Do not Submit Request. Distinct from Payments Pending. | | Tenant Portal — Daily Breakdown | FAQ — How do tenants see daily utility consumption? (PNGs: tenant-portal-utilities-daily-breakdown.png, tenant-portal-utilities-daily-breakdown-tooltip.png; clip: tenant-portal-utilities-daily-breakdown-flow.mp4) | Open Utilities — read Daily Breakdown (Property, Unit, (you)). Scroll months. Hover a euro cell for the date and amount. Distinct from Your Property Bills. Do not Save. Do not Sign out. | | Tenant Portal — Download contract | FAQ — How do tenants download the contract from the portal? (PNGs: tenant-portal-contract-download.png, tenant-portal-contract-download-toolbar.png; clip: tenant-portal-contract-download-flow.mp4) | Open Contract — read 3 pages and the download icon, save contract.pdf. Distinct from Documents Download. Do not click Sign. Do not Sign out. | | Tenant Portal — Read to the end to sign | FAQ — How do tenants unlock Sign on the Contract tab? (PNGs: tenant-portal-contract-read-to-the-end.png, tenant-portal-contract-read-to-the-end-banner.png, tenant-portal-contract-ready-to-sign.png, tenant-portal-contract-ready-to-sign-banner.png; clip: tenant-portal-contract-read-to-the-end-flow.mp4) | Open Contract — read Read to the end to sign, scroll the PDF, then Ready to sign with Sign. Home Sign contract opens this tab first. Distinct from Download contract. Do not click Sign. Do not Sign out. | | Tenant Portal — Your Property Bills | FAQ — How do tenants see property utility bills? (PNGs: tenant-portal-utilities-property-bills.png, tenant-portal-utilities-property-bills-card.png, tenant-portal-utilities-bill-preview.png, tenant-portal-utilities-bill-preview-header.png; clip: tenant-portal-utilities-property-bills-flow.mp4) | Open Utilities — read Your Property Bills (Type, Provider, Bill, Period, Amount, Total). Preview (eye) opens Bill Preview when a file is stored; a dash means no file. Distinct from Documents. Do not download or print. Do not Save. Do not Sign out. | | Tenant Portal — Order History | FAQ — How do tenants see ordered services? (PNGs: tenant-portal-services-order-history.png, tenant-portal-services-order-history-list.png; clip: tenant-portal-services-order-history-flow.mp4; recapture: tenant-portal-services-awaiting-approval.png, tenant-portal-services-request-history.png) | Open Services — read the Active catalogue card, then Order History (Active / Nx ordered). Pending rows are Awaiting approval (Cancel). Distinct from Requests → History. Do not Confirm request. Do not Cancel. | | Tenant Portal — Show more | FAQ — How do tenants expand a long service description? (PNGs: tenant-portal-services-show-more.png, tenant-portal-services-show-more-card.png, tenant-portal-services-show-more-expanded.png, tenant-portal-services-show-more-expanded-card.png, tenant-portal-services-show-more-phone.png; clip: tenant-portal-services-show-more-flow.mp4) | Open Services — on a card whose description overflows two lines, tap Show more, then Show less. Short descriptions have no control. Confirm request shows the full text (do not confirm). Distinct from Order History. Do not Confirm request. Do not Sign out. | | Tenant Portal — Confirm request | FAQ — How do tenants confirm a service request? (PNGs: tenant-portal-services-confirm-request-catalogue.png, tenant-portal-services-confirm-request.png, tenant-portal-services-confirm-request-panel.png, tenant-portal-services-confirm-request-description.png, tenant-portal-services-confirm-request-phone.png; clip: tenant-portal-services-confirm-request-flow.mp4) | Open Services — tap Request Service, read the full description, Monthly or One-time, and Total on Confirm request, then Cancel (or X). Opening the panel does not charge the booking. Distinct from Show more on the card. Do not Confirm request. Do not Sign out. | | Tenant Portal — View transactions | FAQ — How do tenants open Transaction History from portal Home? (PNGs: tenant-portal-home-view-transactions.png, tenant-portal-home-view-transactions-card.png, tenant-portal-payments-view-transactions-history.png, tenant-portal-payments-view-transactions-heading.png, tenant-portal-home-view-transactions-phone.png; clip: tenant-portal-home-view-transactions-flow.mp4) | Open Home — on the balance card, tap outline View transactions. Payments opens on Transaction History. Distinct from Make payment, from Payment details (timeline tap), and from Export CSV. Do not complete a payment. Do not Sign out. | | Tenant Portal — Transaction History search | FAQ — How do tenants search payment history in the portal? (PNGs: tenant-portal-payments-transaction-search-idle.png, tenant-portal-payments-transaction-search.png, tenant-portal-payments-transaction-search-results.png, tenant-portal-payments-transaction-search-field.png, tenant-portal-payments-transaction-search-phone.png; clip: tenant-portal-payments-transaction-search-flow.mp4) | Open Payments → Transaction History — type Bank in Search by type, description, date, amount.... Only Bank Transfer rows stay. Clear the field to show every row again. Distinct from Date / Amount sort and from Export CSV. Do not complete a payment. Do not Sign out. | | Tenant Portal — Transaction History sort | FAQ — How do tenants sort payment history in the portal? (PNGs: tenant-portal-payments-transaction-sort-date.png, tenant-portal-payments-transaction-sort-amount.png, tenant-portal-payments-transaction-sort-phone.png; clip: tenant-portal-payments-transaction-sort-flow.mp4) | Open Payments → Transaction History — click Date (newest first), then Amount (low to high), then Amount again. On a phone, use the Sort menu. Total stays chronological. Distinct from Export CSV. Do not complete a payment. Do not Sign out. | | Tenant Portal — Transaction History pagination | FAQ — How do tenants page through payment history in the portal? (PNGs: tenant-portal-payments-transaction-pagination.png, tenant-portal-payments-transaction-pagination-table.png, tenant-portal-payments-transaction-pagination-footer.png, tenant-portal-payments-transaction-pagination-page-2.png, tenant-portal-payments-transaction-pagination-phone.png; clip: tenant-portal-payments-transaction-pagination-flow.mp4) | Open Payments → Transaction History — when more than 10 rows match, read Showing 1–10 of 18 Page 1 of 2, tap next for Page 2 of 2, then previous. Search and sort return to page 1. Export CSV includes every matching row. Distinct from Search and from Sort. Do not complete a payment. Do not Sign out. | | Tenant Portal — Virtual IBAN processing notice | FAQ — How long do virtual IBAN payments take in the Tenant Portal? (PNGs: tenant-portal-payments-viban-processing-notice.png, tenant-portal-payments-viban-processing-notice-banner.png; clip: tenant-portal-payments-viban-processing-notice-flow.mp4) | Open Payments — when Transaction History has a row, read the blue Virtual IBAN payments may take up to 3 business days notice under the table. Empty history hides it. Distinct from Make payment → Bank Transfer (48 hours to match). Do not complete a payment. Do not Sign out. | | Tenant Portal — Copy virtual IBAN | FAQ — How do tenants copy the virtual IBAN in the Tenant Portal? (PNGs: tenant-portal-paywall-copy-iban.png, tenant-portal-paywall-copy-iban-panel.png, tenant-portal-paywall-copy-iban-copied-panel.png, tenant-portal-paywall-copy-iban-phone.png; clip: tenant-portal-paywall-copy-iban-flow.mp4) | Open Make payment — expand Bank Transfer (IBAN), dismiss Payment Due Soon if it appears, tap the virtual IBAN, and read the green check. Distinct from Account → IBAN (deposit refunds). Do not complete a payment. Do not Sign out. | | Tenant Portal — Select an amount | FAQ — How do tenants select an amount in the Tenant Portal? (PNGs: tenant-portal-paywall-select-amount.png, tenant-portal-paywall-select-amount-radios.png, tenant-portal-paywall-select-amount-overdue.png, tenant-portal-paywall-select-amount-entire-balance.png, tenant-portal-paywall-select-amount-phone.png; clip: tenant-portal-paywall-select-amount-flow.mp4) | Open Make payment — read Select an amount radios (Pay overdue debt, Pay next payment, Pay overdue + next payment, Pay entire balance). Tap each radio and confirm Bank Transfer / Credit Card amounts follow. Distinct from Copy virtual IBAN. Do not expand Bank Transfer. Do not tap Credit Card. Do not complete a payment. Do not Sign out. | | Tenant Portal — Payment Due Soon | FAQ — What does Payment Due Soon mean in the Tenant Portal? (PNGs: tenant-portal-paywall-payment-due-soon-modal.png, tenant-portal-paywall-payment-due-soon-dialog.png, tenant-portal-paywall-payment-due-soon-phone.png; clip: tenant-portal-paywall-payment-due-soon-flow.mp4) | Open Make payment — expand Bank Transfer (IBAN) when a charge is due soon, read Payment Due Soon, then dismiss with X. Distinct from Copy virtual IBAN. Do not tap Credit Card. Do not complete a payment. Do not Sign out. | | Tenant Portal — Make payment Back | FAQ — How do tenants leave Make payment without paying? (PNGs: tenant-portal-paywall-back-home.png, tenant-portal-paywall-back-heading.png, tenant-portal-paywall-back-returned-home.png, tenant-portal-paywall-back-returned-payments.png, tenant-portal-paywall-back-phone.png; clip: tenant-portal-paywall-back-flow.mp4) | Open Make payment from Home, tap the left chevron next to Make payment to return to Home. From Payments, the same chevron returns to Payments. Distinct from Sign out. Do not complete a payment. Do not Sign out. | | Tenant Portal — Payment details | FAQ — How do tenants open payment details in the portal? (PNGs: tenant-portal-payments-details-sidebar.png, tenant-portal-payments-details-sidebar-panel.png, tenant-portal-payments-details-sidebar-phone.png; clip: tenant-portal-payments-details-sidebar-flow.mp4) | Open Payments — tap a Payment Timeline card (for example Booking Confirmation) and read Paid, Total, and Breakdown. Distinct from Transaction History and from Receipt. Do not complete a payment. Do not Sign out. | | Tenant Portal — Same-month installment titles | FAQ — How do tenants tell two payments in the same month apart? (PNGs: tenant-portal-payments-same-month-titles.png, tenant-portal-payments-same-month-titles-cards.png, tenant-portal-payments-same-month-titles-phone.png; clip: tenant-portal-payments-same-month-titles-flow.mp4) | Open Payments — on Payment Timeline, read two regular cards in the same month as MMM YYYY payment — due D (for example Aug 2026 payment — due 20 and due 23). Distinct from Payment details (panel title stays the month label). Do not open details. Do not complete a payment. Do not Sign out. | | Tenant Portal — TODAY far-due date | FAQ — When does the portal TODAY divider show a calendar date? (PNGs: tenant-portal-payments-today-far-due.png, tenant-portal-payments-today-far-due-divider.png, tenant-portal-payments-today-far-due-chip.png, tenant-portal-payments-today-far-due-phone.png; clip: tenant-portal-payments-today-far-due-flow.mp4) | Open Payments — on Payment Timeline, when the next installment is 60+ days away, read TODAY D MMM · next payment due DD MMM YYYY (for example 26 Aug · next payment due 11 Feb 2028) and the chip Due 11 Feb 2028. Distinct from next payment in N days. Do not open details. Do not complete a payment. Do not Sign out. | | Tenant Portal — TODAY compact tick at the end | FAQ — Where does TODAY sit when every portal payment is already due? (PNGs: tenant-portal-payments-today-end.png, tenant-portal-payments-today-end-last-card.png, tenant-portal-payments-today-end-tick.png, tenant-portal-payments-today-end-phone.png; clip: tenant-portal-payments-today-end-flow.mp4) | Open Payments — on Payment Timeline, when no installment is still in the future, read the compact TODAY tick after the last card (not a full divider with next payment in N days). Distinct from the compact tick above a near-term future card. Do not open details. Do not complete a payment. Do not Sign out. | | Tenant Portal — Overdue days past due | FAQ — How do tenants see how many days a portal payment is overdue? (PNGs: tenant-portal-payments-overdue-days-past-due.png, tenant-portal-payments-overdue-days-past-due-card.png, tenant-portal-payments-overdue-days-past-due-chip.png, tenant-portal-payments-overdue-days-past-due-phone.png; clip: tenant-portal-payments-overdue-days-past-due-flow.mp4) | Open Payments — on Payment Timeline, read Overdue plus N days past due on a late card (for example Booking Confirmation 96 days past due). Distinct from Home Overdue payment. Do not open details. Do not complete a payment. Do not Sign out. | | Tenant Portal — Paid installment | FAQ — How do tenants see a paid installment on the portal timeline? (PNGs: tenant-portal-payments-paid-installment.png, tenant-portal-payments-paid-installment-card.png, tenant-portal-payments-paid-installment-check.png, tenant-portal-payments-paid-installment-phone.png; clip: tenant-portal-payments-paid-installment-flow.mp4) | Open Payments — on Payment Timeline, read Paid with a green check and green Total on a settled card (for example Booking Confirmation 2.100 €). Distinct from the Payment details sidebar Paid badge and from Home All payments up to date. Do not open details. Do not complete a payment. Do not Sign out. | | Tenant Portal — Pending installment | FAQ — How do tenants see a pending installment on the portal timeline? (PNGs: tenant-portal-payments-pending-installment.png, tenant-portal-payments-pending-installment-card.png, tenant-portal-payments-pending-installment-chip.png, tenant-portal-payments-pending-installment-phone.png; clip: tenant-portal-payments-pending-installment-flow.mp4) | Open Payments — on Payment Timeline, read Pending with amber Remaining on a due-window card (for example Move-in Payment Due 11 Feb 2028 Remaining 1.921,24 €). Distinct from Overdue Remaining, from Home Outstanding payment, and from Due in N days. Do not open details. Do not complete a payment. Do not Sign out. | | Tenant Portal — Pending N days remaining | FAQ — How do tenants see N days remaining on a pending installment? (PNGs: tenant-portal-payments-pending-days-remaining.png, tenant-portal-payments-pending-days-remaining-card.png, tenant-portal-payments-pending-days-remaining-chip.png, tenant-portal-payments-pending-days-remaining-phone.png; clip: tenant-portal-payments-pending-days-remaining-flow.mp4) | Open Payments — on Payment Timeline, read Pending with N days remaining on a due-window card (for example Sep 2026 payment 4 days remaining Remaining 459 €). Distinct from Pending Due DD MMM YYYY (60+ days), from Due in N days (grey clock), and from Overdue N days past due. Do not open details. Do not complete a payment. Do not Sign out. | | Tenant Portal — Discounted installment | FAQ — How do tenants see a discounted installment on the portal timeline? (PNGs: tenant-portal-payments-discounted-installment.png, tenant-portal-payments-discounted-installment-card.png, tenant-portal-payments-discounted-installment-strike.png, tenant-portal-payments-discounted-installment-phone.png; clip: tenant-portal-payments-discounted-installment-flow.mp4) | Open Payments — on Payment Timeline, read a Paid card whose Total is below the original scheduled amount, with that original struck through (for example Dec 2025 payment 380 € / 760 €). Distinct from Paid without a strikethrough. Do not open details. Do not complete a payment. Do not Sign out. | | Tenant Portal — Scheduled Due in N days | FAQ — How do tenants see Due in N days on the portal timeline? (PNGs: tenant-portal-payments-scheduled-due-in-n-days.png, tenant-portal-payments-scheduled-due-in-n-days-card.png, tenant-portal-payments-scheduled-due-in-n-days-chip.png, tenant-portal-payments-scheduled-due-in-n-days-phone.png; clip: tenant-portal-payments-scheduled-due-in-n-days-flow.mp4) | Open Payments — on Payment Timeline, read Due in N days with a grey clock on a future Scheduled card (for example Sep 2026 payment Due in 25 days). Distinct from TODAY Due DD MMM YYYY (60+ days), from Upcoming, and from Overdue N days past due. Do not open details. Do not complete a payment. Do not Sign out. | | Tenant Portal — Upcoming | FAQ — How do tenants see Upcoming on the portal timeline? (PNGs: tenant-portal-payments-scheduled-upcoming.png, tenant-portal-payments-scheduled-upcoming-card.png, tenant-portal-payments-scheduled-upcoming-chip.png, tenant-portal-payments-scheduled-upcoming-phone.png; clip: tenant-portal-payments-scheduled-upcoming-flow.mp4) | Open Payments — on Payment Timeline, read Upcoming with a grey clock on a Scheduled card whose due date is today or already past (for example Deposit Refund Upcoming Total -1.310 €). Distinct from Due in N days and from Overdue. Do not open details. Do not complete a payment. Do not Sign out. | | Tenant Portal — Platform payment label | FAQ — How do tenants see which platform paid in the portal? (PNGs: tenant-portal-payments-platform-label.png, tenant-portal-payments-platform-label-table.png, tenant-portal-payments-platform-label-row.png, tenant-portal-payments-platform-label-phone.png; clip: tenant-portal-payments-platform-label-flow.mp4) | Open Payments → Transaction History — type Roomless (or Airbnb) and read the platform name and logo. Distinct from Bank Transfer / Credit Card. Do not complete a payment. Do not Sign out. | | Tenant Portal — Cash type label | FAQ — How do tenants see a cash payment in the portal? (PNGs: tenant-portal-payments-cash-label.png, tenant-portal-payments-cash-label-table.png, tenant-portal-payments-cash-label-row.png, tenant-portal-payments-cash-label-search.png, tenant-portal-payments-cash-label-phone.png; clip: tenant-portal-payments-cash-label-flow.mp4) | Open Payments → Transaction History — type Cash and read the Cash label (plain text, no logo). Distinct from Bank Transfer / Platform Payment / Roomless. Do not complete a payment. Do not Sign out. | | Tenant Portal — Bank Transfer type label | FAQ — How do tenants see a bank transfer in the portal? (PNGs: tenant-portal-payments-bank-transfer-label.png, tenant-portal-payments-bank-transfer-label-table.png, tenant-portal-payments-bank-transfer-label-row.png, tenant-portal-payments-bank-transfer-label-search.png, tenant-portal-payments-bank-transfer-label-phone.png; clip: tenant-portal-payments-bank-transfer-label-flow.mp4) | Open Payments → Transaction History — type Bank and read the Bank Transfer label (plain text, no logo). Distinct from Make payment → Bank Transfer (IBAN), from Cash, and from Platform Payment / Roomless. Do not complete a payment. Do not Sign out. | | Tenant Portal — Viban type label | FAQ — How do tenants see a Viban payment in the portal? (PNGs: tenant-portal-payments-viban-label.png, tenant-portal-payments-viban-label-table.png, tenant-portal-payments-viban-label-row.png, tenant-portal-payments-viban-label-search.png, tenant-portal-payments-viban-label-phone.png; clip: tenant-portal-payments-viban-label-flow.mp4) | Open Payments → Transaction History — type Viban and read the Viban label (plain text, no logo). Distinct from Make payment → Bank Transfer (IBAN), from the Virtual IBAN processing notice, from Bank Transfer, and from Platform Payment / Inlife. Do not complete a payment. Do not Sign out. | | Tenant Portal — Credit Card type label | FAQ — How do tenants see a credit card payment in the portal? (PNGs: tenant-portal-payments-credit-card-label.png, tenant-portal-payments-credit-card-label-table.png, tenant-portal-payments-credit-card-label-row.png, tenant-portal-payments-credit-card-label-search.png, tenant-portal-payments-credit-card-label-phone.png; clip: tenant-portal-payments-credit-card-label-flow.mp4) | Open Payments → Transaction History — type Credit and read the Credit Card label (plain text, no logo). Distinct from Make payment → Credit Card, from Card (recorded manually), from Cash, from Bank Transfer, and from Platform Payment. Do not complete a payment. Do not Sign out. | | Tenant Portal — Automatic Adjustment type label | FAQ — How do tenants see an automatic adjustment in the portal? (PNGs: tenant-portal-payments-automatic-adjustment-label.png, tenant-portal-payments-automatic-adjustment-label-table.png, tenant-portal-payments-automatic-adjustment-label-row.png, tenant-portal-payments-automatic-adjustment-label-search.png, tenant-portal-payments-automatic-adjustment-label-phone.png; clip: tenant-portal-payments-automatic-adjustment-label-flow.mp4) | Open Payments → Transaction History — type Automatic and read the Automatic Adjustment label (plain text, no logo; grey subtitle Automatic adjustment). Distinct from operator Adjustment on booking Transactions, from Cash, from Bank Transfer, from Viban, from Credit Card, and from Platform Payment. Do not complete a payment. Do not Sign out. | | Tenant Portal — Overpayment Return type label | FAQ — How do tenants see an overpayment return in the portal? (PNGs: tenant-portal-payments-overpayment-return-label.png, tenant-portal-payments-overpayment-return-label-table.png, tenant-portal-payments-overpayment-return-label-row.png, tenant-portal-payments-overpayment-return-label-search.png, tenant-portal-payments-overpayment-return-label-phone.png; clip: tenant-portal-payments-overpayment-return-label-flow.mp4) | Open Payments → Transaction History — type Overpayment and read the Overpayment Return label (plain text, no logo; grey subtitle Refund of tenant overpayments). Distinct from timeline Deposit Refund, from Automatic Adjustment, from Cash, from Bank Transfer, and from Platform Payment. Do not complete a payment. Do not Sign out. | | Tenant Portal — Cancelation With Refund type label | FAQ — How do tenants see a cancelation with refund in the portal? (PNGs: tenant-portal-payments-cancelation-with-refund-label.png, tenant-portal-payments-cancelation-with-refund-label-table.png, tenant-portal-payments-cancelation-with-refund-label-row.png, tenant-portal-payments-cancelation-with-refund-label-search.png, tenant-portal-payments-cancelation-with-refund-label-phone.png; clip: tenant-portal-payments-cancelation-with-refund-label-flow.mp4) | Open Payments → Transaction History — type Cancelation and read the Cancelation With Refund label (plain text, no logo; grey subtitle Cancelation with refund). Distinct from timeline Deposit Refund, from Overpayment Return, from Automatic Adjustment, from Cash, from Bank Transfer, and from Platform Payment. Do not complete a payment. Do not Sign out. | | Tenant Portal — Cancelation With Partial Refund type label | FAQ — How do tenants see a cancelation with partial refund in the portal? (PNGs: tenant-portal-payments-cancelation-with-partial-refund-label.png, tenant-portal-payments-cancelation-with-partial-refund-label-table.png, tenant-portal-payments-cancelation-with-partial-refund-label-row.png, tenant-portal-payments-cancelation-with-partial-refund-label-search.png, tenant-portal-payments-cancelation-with-partial-refund-label-phone.png; clip: tenant-portal-payments-cancelation-with-partial-refund-label-flow.mp4) | Open Payments → Transaction History — type Partial and read the Cancelation With Partial Refund label (plain text, no logo; grey subtitle Cancelation with partial refund). Distinct from Cancelation With Refund, from timeline Deposit Refund, from Overpayment Return, from Automatic Adjustment, from Cash, from Bank Transfer, and from Platform Payment. Do not complete a payment. Do not Sign out. | | Tenant Portal — Deposit Refund type label | FAQ — How do tenants see a deposit refund in payment history? (PNGs: tenant-portal-payments-deposit-refund-label.png, tenant-portal-payments-deposit-refund-label-table.png, tenant-portal-payments-deposit-refund-label-row.png, tenant-portal-payments-deposit-refund-label-search.png, tenant-portal-payments-deposit-refund-label-phone.png; clip: tenant-portal-payments-deposit-refund-label-flow.mp4) | Open Payments → Transaction History — type Deposit and read the Deposit Refund label (plain text, no logo; grey subtitle Refund of security deposit). Distinct from the timeline Deposit Refund card, from Overpayment Return, from Cancelation With Refund, from Cash, from Bank Transfer, and from Platform Payment. Do not complete a payment. Do not Sign out. | | Tenant Portal — Others breakdown | FAQ — How do tenants see Others charges on portal payment details? (PNGs: tenant-portal-payments-others-breakdown-timeline.png, tenant-portal-payments-others-breakdown.png, tenant-portal-payments-others-breakdown-drawer.png, tenant-portal-payments-others-breakdown-phone.png; clip: tenant-portal-payments-others-breakdown-flow.mp4) | Open Payments, tap Move-in Payment (or another card with extras) — under BREAKDOWN read Others / Others - Penalty fee and the grey Penalty for late payment applied on … subtitle. Distinct from Transaction History method labels. Do not Make payment / Save / Sign out. | | Tenant Portal — Manual Card type label | FAQ — How do tenants see a manual card payment in the portal? (PNGs: tenant-portal-payments-manual-card-label.png, tenant-portal-payments-manual-card-label-table.png, tenant-portal-payments-manual-card-label-row.png, tenant-portal-payments-manual-card-label-search.png, tenant-portal-payments-manual-card-label-phone.png; clip: tenant-portal-payments-manual-card-label-flow.mp4) | Open Payments → Transaction History — type Manual and read the Manual Card label (plain text, no logo). Distinct from portal Credit Card checkout, from Cash, from Bank Transfer, and from logo platform rows. Posted after Card (recorded manually) on booking + Transaction. Do not Make payment / Save / Sign out. | | Tenant Portal — Export CSV | FAQ — How do tenants export payment history from the portal? (PNGs: tenant-portal-payments-export-csv.png, tenant-portal-payments-export-csv-search.png, tenant-portal-payments-export-csv-spreadsheet.png, tenant-portal-payments-export-csv-phone.png, tenant-portal-payments-export-csv-phone-header.png, tenant-portal-payments-export-csv-phone-search.png; clips: tenant-portal-payments-export-csv-flow.mp4, tenant-portal-payments-export-csv-phone-flow.mp4) | Open Payments → Transaction History — read Export CSV (beside the heading on a computer; under the heading on a phone), optionally type Bank, then confirm the spreadsheet columns Date / Description / Amount / Total. Search and sort apply; pagination does not. Distinct from Receipt PDFs and from operator CSV downloads. Do not Make payment / Save / Sign out. | | Tenant Portal — Receipt column | FAQ — How do tenants open a receipt from portal payment history? (PNGs: tenant-portal-payments-receipt-column.png, tenant-portal-payments-receipt-column-unavailable.png, tenant-portal-payments-receipt-column-phone.png; clip: tenant-portal-payments-receipt-column-flow.mp4; recapture: tenant-portal-payments-receipt-column-download.png) | Open Payments → Transaction History — read the grey Receipt icon and the line Receipts are available in the Documents section when issued by your landlord. Distinct from Export CSV and from Documents. Do not complete a payment. Do not upload Files. Do not Sign out. | | Cancelling a Booking — Paid, Deposit, and Refund | FAQ — What do Paid, Deposit, and Refund mean on Cancel booking? (PNGs: bookings-cancel-booking-modal-paid-deposit-refund.png, bookings-cancel-booking-modal-paid-deposit-refund-partial.png; clip: bookings-cancel-booking-paid-deposit-refund-flow.mp4) | Open Contract Info → Cancel booking — on step 1 read Paid, Deposit, and Refund. Full refund is the cancel-path return; No refund is € 0; Partial refund starts at € 0 until payment lines are set. Cancel without finishing the flow. | | Cancelling a Booking — Cancel booking wizard steps 2–4 | FAQ — What happens after Next on Cancel booking? (PNGs: bookings-cancel-booking-modal-settle-deposit.png, bookings-cancel-booking-modal-payment-lines.png, bookings-cancel-booking-modal-confirm.png; clip: bookings-cancel-booking-steps-2-4-flow.mp4) | From step 1 Full refund, click Next through Settle the deposit, Payment lines, and Confirm the cancellation. Close without confirming. | | Bookings — Leave outstanding on Edit amount | FAQ — What does Leave outstanding on this line mean? (bookings-detail-contract-values-edit-amount-leave-outstanding.png, bookings-detail-contract-values-edit-amount-leave-outstanding-flow.mp4) | Open Contract Values → Edit amount, type an amount whose New net is above Paid, read Leave €X outstanding on this line. Cancel without Save. | | Finance — Partial payments across Paid, Scheduled, and In debt | FAQ — Why does the same tenant appear under both Paid and Scheduled on Income? (finance-overview-income-partial-paid-segment.png, finance-overview-income-partial-scheduled-segment.png, finance-overview-income-partial-split-flow.mp4) | On Finance → Overview, click Paid then Scheduled on a partly collected charge — Amount is the slice, not the full line. Close without changing receipts. | | Bookings — Booking.com stays: one rent line due at check-in | bookings-ota-bookingcom-collect-at-check-in-flow.mp4 (also FAQ — Why does a Booking.com stay show one rent line due at check-in?; PNGs: bookings-detail-ota-bookingcom-payment-plan-one-rent-line.png, bookings-detail-ota-bookingcom-transactions-record-payment.png, bookings-detail-ota-bookingcom-add-payment-modal.png) | Open a Booking.com stay → Payment Plan one Move-in Payment line due at check-in → Transactions → + Transaction → Add Payment (demo cancels) | | Listings — Channels tab | listings-unit-channels-channex-row-flow.mp4 (also Sales — Channex allocate mode; allocate picker: sales-channels-channex-allocate-flow.mp4) | Unit sidebar Channels after Channex allocate — read-only Airbnb room URL (no pencil / trash); pairs with Sales allocate picker | | Integrations — Booking.com hotel IDs | FAQ — Booking.com hotel IDs / Where did the hotel ID list go? (dialog: Hotel ID list opens as a dialog; recapture: settings-integrations-bookingcom-hotel-id-pool.png, settings-integrations-bookingcom-hotel-id-modal.png, settings-integrations-bookingcom-hotel-id-pool-flow.mp4) | Settings → Integrations compact Booking.com card — Add hotel ID opens the Booking.com hotel IDs dialog; Cancel without adding | | Invoicing — InvoiceXpress document remarks | settings-invoicexpress-remarks-flow.mp4 (also Integrations — Other providers; PNGs: settings-invoicing-invoicexpress-remarks-view.png, settings-invoicing-invoicexpress-remarks-edit.png) | Invoicing → view Proforma / Invoice Receipt remarks → edit → Cancel (fields visible only when Invoice-xpress is the active invoicing provider) | | Finance — Invoice-xpress see invoice | invoicexpress-see-invoice-flow.mp4 (also FAQ — Invoice Reference; PNG: finance-transaction-detail-invoicexpress-see-invoice.png) | Finance → Transactions → Felix cash Draft #263420692 with enabled see invoice (Invoice-xpress permalink; Hostkit Files tiles are separate) | | Integrations — Platform Virtual IBAN | settings-integrations-platform-virtual-iban-flow.mp4 (also Glossary — Virtual IBAN; PNG: settings-integrations-platform-virtual-iban.png; Channex: settings-integrations-channex-platform-card-flow.mp4) | Settings → Integrations → Booking Platforms → expand Uniplaces (or another mid-term card with a provisioned VIBAN) → review Virtual IBAN + copy control | | Finance — Income Export Booking ID | finance-income-export-booking-id-flow.mp4 (also FAQ — Booking ID column; PNG: finance-income-export-booking-id-columns.png; menu: finance-income-export-menu.png) | Finance → Income → Export → Excel — confirm Booking ID is the first column on the aggregated income file | | Finance — Payouts Export Booking ID | finance-payouts-export-booking-id-flow.mp4 (also FAQ — Booking ID column; PNG: finance-payouts-export-booking-id-columns.png; menu: finance-payouts-export-menu.png) | Finance → Payouts → Export → Excel — confirm canonical Booking ID after bookingInPaymentDate (not raw bookingId) | | Finance — Transactions Export Booking ID | finance-transactions-export-booking-id-flow.mp4 (also FAQ — Booking ID column; PNG: finance-transactions-export-booking-id-columns.png; menu: finance-transactions-export-menu.png) | Finance → Transactions → Export → Excel — confirm Booking ID is the first column before Unit Name / Guest Name | | Audit — Discounts Export Booking ID | audit-discounts-export-booking-id-flow.mp4 (also FAQ — Booking ID column; PNG: audit-discounts-export-booking-id-columns.png; menu: audit-discounts-export-menu.png) | Audit → Discounts → Export → Excel — confirm Booking ID is the first column before unit / property | | Tenants — Bookings CSV Export Booking ID | tenants-bookings-csv-export-booking-id-flow.mp4 (also FAQ — Booking ID column; PNG: tenants-bookings-csv-export-booking-id-columns.png; menu: tenants-export-menu.png) | Tenants → Export → Bookings CSV — confirm Booking ID is the first column before Tenant Email / Tenant Name | | Emails — Communication schedule Export Booking ID | settings-emails-communication-schedule-export-booking-id-flow.mp4 (also FAQ — Booking ID column; PNG: settings-emails-communication-schedule-export-booking-id-columns.png; menu: settings-emails-communication-schedule-export-menu.png) | Settings → Communications → Communication schedule → Export → CSV — confirm Booking ID first before Recipient / Subject | | Bookings — List Export id column | bookings-list-export-id-column-flow.mp4 (also FAQ — Booking ID column; PNG: bookings-list-export-id-columns.png; menu: bookings-list-export-menu-open.png) | Bookings → Export → CSV — leading id is the booking UUID (other booking-row exports use Booking ID) | | Bookings — List Export contractTotalValue | bookings-list-export-contract-total-flow.mp4 (PNG: bookings-list-export-contract-total-columns.png; menu: bookings-list-export-menu-open.png) | Bookings → Export → CSV — contractTotalValue (contracted rent) beside bookingTotalValue (all payment lines); empty means unknown, not zero | | Bookings — List Export othersValue | bookings-list-export-others-flow.mp4 (PNG: bookings-list-export-others-columns.png; menu: bookings-list-export-menu-others.png) | Bookings → Export → CSV — othersValue (Other items sum) and othersCategories (JSON labels; [] when none) beside rent totals | | Operations — Cash Flows Export Invoice # / Tax ID | operations-cashflows-export-invoice-columns-flow.mp4 (PNGs: operations-cashflows-export-invoice-columns.png, operations-cashflows-export-menu.png) | Operations → Cash Flows → Export → CSV — confirm Invoice # and Tax ID sit between Supplier and Property (outflows export as negative Amount) |

Module pages under Modules and Settings may include additional clips (for example Analytics tab switching, Operations mobile shell redirect and bottom tabs, or ChatBot Save).

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Platform overview and documentation map: Introduction (hub: Key Platform Capabilities, Introduction — Section cross-reference). First-time setup hub: Getting Started — Recommended Setup Sequence (steps 1–12 tab map: Account Settings — Recommended setup order;). Definitions behind linked terms: Glossary (hub: Glossary cluster cross-reference, Setup sequence vocabulary). Troubleshooting during setup: FAQ & Troubleshooting (hub: FAQ — Section cross-reference). Escalation when self-serve docs do not unblock setup: Get Help & Support (hub: Support — Section cross-reference, Setup sequence escalation).

Common Workflows hub cross-reference

Pair with other Common Workflows hub sections

For setup, modules, FAQ, and escalation maps, use the short Related list below — or jump via the hub subsection index.

Section	Pair with
Hub subsection index	At a glance, Workflow cross-reference, Account Settings hub
Setup sequence after go-live	Getting Started — Recommended Setup Sequence, Onboarding — Step 7
Documentation map & escalation	FAQ, Get Help & Support, Using in-app support
Navigation & bookmarks	Deep Links, Create New menu
Settings that shape workflows	Account Settings, Tab cross-reference
Deeper concept / API / workflow reads	Concepts, API Reference, Modules
Recommended operator workflows	All guides, Walkthrough media
Key glossary terms	Glossary

Common Workflows hub subsection index

Pair with other Common Workflows hub sections

Open a subsection when you need the habit hub or documentation map — not as a substitute for the step-by-step guides above.

Subsection	When to open it
Product maps	AI Chat where-to for workflow module paths
At a glance	Quick routing to the right procedure
Workflow cross-reference	Inter-guide pairing and non-linear habits
All guides	Full list of step-by-step procedures
Walkthrough media	MP4 walkthroughs beside PNG screenshots
Setup sequence after go-live	Post-setup workflows after steps 1–15
Documentation map & escalation	Cross-hub navigation during troubleshooting
Navigation & bookmarks	Deep links and global + shortcuts
Settings that shape workflows	Account-wide defaults (steps 1–12)
Deeper concept reads	Underlying models behind procedures
Deeper API reads	Partner HTTP behind imports and webhooks
Deeper workflow reads	High-traffic module procedures
Recommended operator workflows	Day-to-day procedures after go-live
Modules where capabilities surface	Screen docs for each workflow
Key glossary terms	Definitions cited on workflow pages
Lockout catch-up after password recovery	Backlog after password reset
Finance debt receivables triage	Which Finance surface for collections
Pending manual receipt approval	Amber Pending chip on Transactions
Reject/revert mistaken receipts	Duplicate or wrong-amount transfers
Payment alert to receivables triage	Payment overdue on /notifications
Confirmation alert triage	Upcoming booking alerts before mark-read
WhatsApp per-booking messaging	Inbox vs Bookings → Communication

Related

Setup sequence after go-live

• Setup steps 1–3 (General Information, Preferences, Users) — Complete before Onboarding a New Property; greyed-out + Create New rows usually mean step 3 permissions are missing (FAQ — Navigation & shortcuts)
• Setup steps 4–12 — Onboarding a New Property (property wizard Steps 1–6 mirror settings configuration; Steps 1–6 of the workflow walk owners through integrations)
• Setup steps 13–15 (Listings, Bookings, Tenants) — First operational data; pair with Processing a New Booking once reservations exist
• After steps 13–15 — Onboarding a New Property — Step 7 go-live verification before you escalate Listings/Multicalendar display defects
• Optional setup sections on Getting Started — Recommended Setup Sequence map to workflows: Entering Monthly Utility Bills (utilities), Managing a Check-in / Managing a Check-out (operations), Handling a Late Payment (finance), Notification triage (communication), Portfolio KPI review (dashboard/analytics), Manual block hygiene (audit)
• When a settings tab, property wizard step, or module permission still blocks progress after self-serve docs, open Get Help & Support or Using in-app support — cite the matching setup step and pair with Support — Setup sequence escalation

Documentation map & escalation

• Getting Started — Management shell layout before you run the guides above; hub: Recommended Setup Sequence (steps 1–12 Account Settings, 13–15 modules); first-time setup tip on that page pairs with Setup sequence after go-live above
• Introduction — Platform overview and how documentation sections connect
• Modules — Full reference for each workspace linked from the At a glance and Workflow cross-reference tables
• Concepts — Deeper models behind booking lifecycle, payments, and integrations;
• Account Settings — Workspace-wide rules that shape workflow outcomes (payments, emails, integrations); Recommended setup order (steps 1–12 tab map) and Tab cross-reference (go-live pairing)
• API Reference — Partner imports and webhooks that trigger workflows in the tables above);
• Glossary — Term definitions used across workflow steps and module docs, Setup sequence vocabulary, Setup sequence after go-live)
• FAQ & Troubleshooting — Quick answers when a workflow step does not match expectations, Setup sequence after go-live; including Reject or revert an incoming payment and Analytics (KPI workspace) when KPI review figures disagree)
• Get Help & Support — Escalation when a workflow step is blocked by permissions or account state, Setup sequence after go-live, Setup sequence escalation)
• Using in-app support — Vivin product tickets when a workflow step is blocked; setup tickets: Support — Setup sequence escalation (step-to-module pairing)

Navigation & bookmarks

• Management Frontend Deep Links — Bookmarkable routes into module tabs referenced in the guides (including Notifications bell vs /notifications and booking-engine details query params)
• Create New menu — Quick-create entry points referenced across onboarding, booking, and utility workflows
• 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
• Settings > Interface language — Personal UI locale before you walk operators through multi-step guides

Settings that shape workflows

• Settings > Preferences — In-app notifications — Account-wide alert categories before you run operational guides in the At a glance table
• Settings > Preferences — Enable deposit disputes — Account toggle before Managing a Check-out Mark as Disputed steps
• Settings > Invoicing & Payments — Due dates, deposit rules, and export providers that shape Finance and booking payment plans across collections workflows
• Settings > Emails — Communication Rules and lifecycle templates across check-in, check-out, and collections workflows
• Settings > Tenant categories — Portal segments and default for integrations before channel imports in onboarding workflows
• Settings > Integrations — Marketplace connections, invoicing providers, and calendar feeds paired with Onboarding a New Property
• Settings > Integration field capability — Partner payload matrix when channel sync affects onboarding workflows
• Settings > Users and roles — Module permissions that gate workflow steps (for example Approve payments, Analytics module, Listings for Audit)

Deeper concept reads

• Payment Allocation — Two-layer receipts, invoiced floor, and credit note reject/revert warnings across operational guides
• Booking Lifecycle — Computed Upcoming → Ongoing → Ended / Canceled status model paired with every reservation workflow; compare Bookings → Timeline with Sales → Multicalendar for time-on-axis views
• Integrations & Distribution — Channel imports, calendar sync, and white-label direct bookings across operator workflows
• Tenant Portal — Tenant self-service paired with Managing a Check-in, Handling a Late Payment, and FAQ — Tenant Portal & Mobile App; segment gates: Portal access by tenant category; phone home screen: Install app
• 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
• Tenant MCP — Booking-scoped external AI clients (get-payment-info, portal links, maintenance context) paired with reservation and collections workflows
• Services Marketplace — Tenant add-ons that post to Payment plan lines during check-in and collections workflows
• Automation & AI — Tenant chatbot channels vs operator AI Chat when workflows escalate to Inbox

Deeper API reads

• Onboarding a New Property — Channel setup, mapping, and first-reservation verification
• Processing a New Booking — Partner enqueue, white-label direct bookings, and import overlap checks
• Managing a Check-in — Arrival-week status transitions and calendar pseudo rows
• Managing a Check-out & Deposit Refund — Departure closure, deposit settlement, and receipt guards
• Handling a Late Payment — Operator JWT reconciliation and payment webhook context
• Cancelling a Booking — Cancellation validation, calendar release, and rebook enqueue
• Entering Monthly Utility Bills — Supplier ledger scripts and overage receipt events
• Portfolio KPI review — Portfolio JWT reads and occupancy reconciliation pulls
• Notification triage — Webhook-driven in-app rows and Landlord MCP alert follow-up
• Manual block hygiene — Availability pulls, iCal blocks, and overlap validation
• Resetting a Management User Password — Management JWT refresh vs integration Bearer keys
• Using in-app support — JWT and permission failures worth citing on Vivin product tickets
• Creating Bookings — Partner POST /bookings enqueue behind channel imports
• Booking Lifecycle & Validations — Async validation pipeline vs operator computed list filters
• Webhooks & Notifications — Outbound booking.* and listing.* events that trigger in-app alerts
• Listings & Availability — Partial GET /listings pulls paired with onboarding and KPI reconciliation
• iCal feeds — Calendar retrofeed imports on Sales Channels tab
• Booking Engine API — White-label POST /bookings on the same queue as marketplace imports
• Management session authentication — Operator Core API JWT for scripts that cannot use partner Bearer keys
• Error Handling — Retry policy when partner imports return 409 overlap or 422 business-rule responses

Deeper workflow reads

• Bookings module — Reservation lifecycle, Timeline, and sidebar tabs
• Finance module — Portfolio ledgers, payment approval, and deposit settlement
• Listings module — Property wizard, Channels tab, unit Calendar, and Archived inventory
• Tenants module — Tenant directory, With Debt segmentation, and profile sidebars
• Operations module — Maintenance tickets, check-in/out coordination, and operational cash flows
• Sales module — Portfolio availability heatmaps, Multicalendar, and Channels tab
• Dashboard module — Post-login KPI snapshot, forecasts, Vacant Units, and bell notification triage
• Analytics module — Month-range portfolio KPI charts with rankings and heatmaps
• Notifications module — Full /notifications history with search, filters, and row-click navigation
• Inbox module — Portfolio-wide WhatsApp workspace with Dashboard bell Inbox sub-tab deep links
• Utilities module — Bills Included ceiling model, Connections, AI bill upload, and tenant overage charges
• Audit module — Portfolio-wide Manual Blocks and Discounts contract-value review
• AI Chat module — AI Assistant using Landlord MCP tools for portfolio Q&A
• Properties workspace — Legacy /properties URL redirects into Listings
• Booking engine details — Rich marketplace payload editor via the Full integration pill
• Processing a New Booking — Spans all three modules during import and confirmation
• Onboarding a New Property — Listings-first setup before first booking
• Handling a Late Payment — Finance-led collections with Bookings Payment plan context
• Managing a Check-out & Deposit Refund — Finance → Deposits and booking Deposit tab settlement
• Portfolio KPI review — Month-end reconciliation across Finance, Listings filters, and Bookings segments

Recommended operator workflows

• Onboarding a New Property — Guided walkthrough of Getting Started — Recommended Setup Sequence steps 4–12; finish with Step 7 — Verify in Listings after setup steps 13–15
• Processing a New Booking — + Create New → Booking wizard, fiscal-ID lookup, and confirmation payment allocation
• Managing a Check-in — Arrival-week Operations prep, unpaid move-in charges, and same-day turnover coordination
• Managing a Check-out & Deposit Refund — Departure-week Finance → Deposits, deposit disputes, and damage tickets with linked cash flows
• Handling a Late Payment — Contract Values triage, due-date extensions, and notification row navigation from payment alerts
• Cancelling a Booking — Refund types, deposit settlement, and calendar release paired with Manual block hygiene
• Entering Monthly Utility Bills — Supplier ledger, AI bill upload, and tenant overage lines on payment plans
• Portfolio KPI review — Month-range Analytics review with Sales and Dashboard reconciliation
• Notification triage — Dashboard bell (General / Inbox) vs full /notifications history and row-click navigation
• Manual block hygiene — Cross-portfolio Audit → Manual Blocks pass before occupancy reconciliation
• Resetting a Management User Password — Email reset links when operators cannot sign in to run the guides above
• Using in-app support — Vivin product tickets when a workflow step is blocked by permissions or account state
• Property & listing details (booking engine) — Rich marketplace copy via the Full integration pill during onboarding

Modules where capabilities surface

• Listings — Property wizard, Channels tab, unit Calendar holds, and Bills Included ceilings

• Bookings — Reservation lifecycle, Payment plan, Deposit, Communication, and Change tenant on Contract Info

• Tenants — Tenant directory, profile sidebars, With Debt segmentation, and table expand

• Finance — Portfolio ledgers, payment approval, invoiced-floor guards, and Finance → Deposits refund queues

• Operations — Maintenance tickets, check-in/out coordination, Draft ticket queues, and linked cash flows

• Utilities — Bills Included ceiling model, Connections, AI bill upload, and tenant overage charges

• Sales — Portfolio availability, monthly rent editing, and Multicalendar overlap checks

• Dashboard — Post-login KPI snapshot and bell notification triage (default landing view)

• Notifications — Full /notifications history with search, filters, and row-click navigation

• Inbox — Portfolio-wide WhatsApp workspace with Dashboard bell Inbox sub-tab deep links

• Audit — Manual Blocks and Discounts during month-end reconciliation

• Properties workspace — Legacy /properties URL redirects into Listings during onboarding workflows

• Booking engine details — Rich marketplace payload via the Full integration pill during channel onboarding

• AI Chat — AI Assistant to sanity-check KPI answers during Portfolio KPI review

Key glossary terms

• Invoiced floor (rent) — Rent edits on live bookings after Finance export (see non-linear Month-end invoicing habit above)
• Credit note (payment reject/revert) — Finance Transactions reject/revert accounting follow-up across collections workflows
• Glossary — End-of-Booking cost split — Charge Time → End of Booking splits daily overage across every occupied unit; still-staying roommates stay in the denominator
• Glossary — Change history — Operator-initiated edits on Listings setup and Bookings Changelog; create-time defaults excluded
• Glossary — Archived booking ledger visibility — Delete Booking hides manual/provider_platform rows on Finance → Transactions; vIBAN and credit card stay visible
• Glossary — Finance tenant category cache refresh — Recategorizing a tenant updates booking.tenantCategoryId immediately; ledger tabs reflect it on reload, while Overview can lag up to ~10 minutes
• Glossary — Full term list