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.
For the management shell (sidebar, Create New, dashboard bell vs full Notifications), see Getting Started. Hub subsection map: Common Workflows hub subsection index (workflow sections + Related subsections). 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 (hub: FAQ — Section cross-reference). 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. Non-linear operator habits (Lockout catch-up, Pending manual receipt approval, Reject/revert mistaken receipts, Partly collected security deposit, Portfolio segmentation by tenant category) have matching Related subsections on every workflow sub-guide. Hub pairing matrix: Common Workflows section cross-reference.
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 (hub parity: Introduction — Setup sequence after go-live, Modules — Setup sequence after go-live, Account Settings — Setup sequence after go-live, Concepts — Setup sequence after go-live, Glossary — Setup sequence after go-live, FAQ — Setup sequence after go-live, Support — Setup sequence after go-live, API Reference — Setup sequence after go-live). Step-to-module ticket pairing: Support — Setup sequence escalation. Tab pairing matrix: Account Settings — Tab cross-reference.
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
The At a glance table is your quick routing map — pair with Workflow cross-reference for step-to-step pairing and Common Workflows section cross-reference when tenant-facing docs or escalation paths matter. Full pairing matrix: Common Workflows section cross-reference.
| Workflow | Typical trigger | Where you spend most of your time |
|---|---|---|
| Onboarding a New Property | New building or unit goes live on Vivin | Property setup to first arrival handoff (downstream Managing a Check-in — Step 1 after Step 7; workflows-onboarding-property-wizard.mp4), New inventory to first booking handoff (downstream Processing a New Booking — Step 1 / Step 6 after Step 7), Getting Started — Recommended Setup Sequence (steps 1–3 before this workflow; steps 13–15 + Step 7 — Verify in Listings after), Listings, Utilities → Connections, Sales, Settings → Tenant categories (Step 4 — before first booking); Tenant MCP (get-chatbot-rules, get-chatbot-persona, get-portal-links after first reservation) and Landlord MCP (portfolio-wide reads during channel verification) |
| Processing a New Booking | Enquiry or direct reservation on new or existing inventory | New inventory to first booking handoff (upstream Onboarding — Step 7 before Step 1), Confirmation alert triage (upstream Notification triage — Step 4 → Step 5b / Step 6), Confirmation to check-in handoff (Step 6 → Managing a Check-in Step 1), Bookings, Tenants (fiscal-ID lookup, Tenant Info category before portal mail — Step 2), Settings > Tenant categories, Finance Contract Values when verifying imports; credit note warning when rejecting mistaken confirmation receipts (Step 5b) (bookings-detail-contract-method-of-payments.png) |
| Managing a Check-in | Arrival week / key handover; first guest on new inventory; same-day turnover on shared units | Property setup to first arrival handoff (upstream Onboarding — Step 7 / Step 4 on new inventory; workflows-operations-check-in-out-planning-view.png), Same-day turnover coordination (downstream Managing a Check-out — Step 2 before Step 4), Confirmation to check-in handoff (upstream Processing a New Booking — Step 6), Check-in to check-out handoff (mid-stay → Managing a Check-out Step 1), Operations (Draft ticket, linked cash flows), Tenants (Tenant Info Category — Step 1), Settings > Tenant categories (portal modules before key handover), Bookings Timeline or Sales Multicalendar for overlap checks; payment overdue → Handling a Late Payment — Step 1 before key handover; Tenant Portal and Tenant MCP (get-portal-links, get-dates-and-schedule) — Step 4; credit note on mistaken move-in receipts (Step 3b) (operations-check-in-out-check-outs-next-7-days.png) |
| Managing a Check-out & Deposit Refund | Departure and deposit settlement; final utility overages; same-day turnover coordination | Check-out vs cancellation (policy void → Cancelling a Booking — Step 4 / Canceled — not Step 7; workflows-cancel-booking-refund-modal-flow.mp4, bookings-list-canceled-tab.png), Check-out collections before refund (downstream Handling a Late Payment — Steps 1–4 before Step 5; workflows-check-out-coordination-flow.mp4), Check-out final utilities handoff (upstream Entering Monthly Utility Bills — Steps 2–4 before Step 6 / Step 5; utilities-allocations-review-flow.mp4), Same-day turnover coordination (upstream Managing a Check-in — Step 4 after Step 2 turnover tickets), Check-in to check-out handoff (upstream Managing a Check-in — Step 4 → Step 1), Check-out collections before refund (unpaid Payment Plan lines → Handling a Late Payment — Step 1 before Step 5), Check-out ledger cleanup before refund (duplicate departure transfers → Reject/revert mistaken receipts on Step 6 / Step 6b), Check-out final utilities handoff (final meter reads → Step 6), Check-out vs cancellation (early termination → Cancelling a Booking instead of Step 7), Operations (linked cash flows on damage tickets), Finance (Deposits tab — clear default date range for older move-outs; deposit disputes when deductions are contested; Contract Values In Debt / Deposit status with tenant category on Finance, Bookings, and Tenants — Step 6; payment overdue → Handling a Late Payment — Step 1 when departure-week charges are overdue — Step 6; Tenant Portal — Payments tab and Tenant MCP (get-payment-info) when tenants or automation review balances — Step 6) |
| Handling a Late Payment | Overdue rent or charges; utility overages; pre-cancel and departure-week arrears blocking refund | Check-out collections before refund (upstream Managing a Check-out — Step 6 / downstream Step 5 after Steps 1–4; bookings-detail-payment-plan-tab-schedule.png), Utility overage collections (upstream Entering Monthly Utility Bills — Step 4 / Step 4b → Handling a Late Payment — Steps 1–4 after overage posts; utilities-allocations-row-breakdown-expanded.png, finance-contract-values-in-debt-filter.png, utilities-allocations-review-flow.mp4), Cancellation collections before void (upstream Cancelling a Booking — Step 2 / downstream Step 4 after Steps 1–4; finance-contract-values-in-debt-filter.png, bookings-cancel-booking-modal-refund-types.png), Check-out collections before refund (downstream Managing a Check-out — Step 5 after Steps 1–4), Finance, Bookings, Tenants (table expand), Notification triage (row navigation); upstream payment overdue → Step 1; Tenant Portal — Make payment and Tenant MCP (get-payment-info) when tenants self-serve or automation surfaces schedules — Step 3; tenant category on Finance, Bookings, and Tenants — Step 6; credit note on reject/revert (Step 4b) |
| Cancelling a Booking | Tenant or operator cancels; early termination before or during stay | Check-out vs cancellation (policy void → Canceled vs completed stay → Managing a Check-out — Step 7 Ended; workflows-cancel-booking-refund-modal-flow.mp4, bookings-cancel-booking-modal-refund-types.png), Cancellation collections before void (unpaid Payment Plan lines → Handling a Late Payment — Steps 1–4 before Step 4; finance-contract-values-in-debt-filter.png, bookings-detail-transactions-approve-payment-modal.png, bookings-cancel-booking-modal-refund-types.png), Bookings, Finance (settle balances, deposits, deposit disputes; tenant category on Finance, Bookings, and Tenants — Step 2; payment overdue → Handling a Late Payment — Step 1 before cancel when balances are disputed — Step 2), Operations (Draft, linked cash flows), Notifications, Tenant Portal and Tenant MCP (get-payment-info, get-security-deposit-info, get-booking-status) when tenants or automation surface cancellation context — Steps 2–4 |
| Entering Monthly Utility Bills | Landlord bills received; tenant overage posting; departure-week final overages before deposit release | Check-out final utilities handoff (downstream Managing a Check-out — Step 6 / Step 5; utilities-allocations-review-flow.mp4), Utility overage collections (downstream Handling a Late Payment — Steps 1–4 when overage lines stay unpaid; utilities-allocations-row-breakdown-expanded.png, bookings-detail-transactions-approve-payment-modal.png, utilities-allocations-review-flow.mp4), Utilities; Tenant Portal and Tenant MCP (get-payment-info, notify-landlord) when tenants or automation surface overage context — Step 4; tenant category on Finance, Bookings, and Tenants when overages cluster by segment (Step 4); credit note when rejecting mistaken overage receipts (Step 4b) |
| Resetting a Management User Password | User locked out of the management app | Sign-in page (see workflow) |
| Using in-app support | Product question for Vivin with ticket history | Using in-app support (Account Settings Support and floating Help & Support) |
| Portfolio KPI review | Month-end, investor reporting, or health check before rate changes; occupancy dip triage | Occupancy KPI to block hygiene handoff (downstream Manual block hygiene — Step 1 when Step 3 Ranking looks hold-suppressed; analytics-kpi-occupancy-tab.png), Analytics (requires Analytics module permission), with Sales and Dashboard for reconciliation; AI usage API (GET /ai-usage/summary — landlord_chat + utility_bill_extraction) during Step 7; payment overdue → Handling a Late Payment — Step 1 during Step 7 Total Debt triage; Landlord MCP (portfolio-wide occupancy/vacancy) and Tenant MCP (get-payment-info) when Step 7 Debt Aging outliers need per-booking validation |
| Notification triage | After busy booking or payment days; payment alert backlog; confirmation-week alerts | Payment alert to receivables triage (downstream Finance debt receivables triage / Handling a Late Payment — Steps 1–3 after Step 4 / Step 5; notifications-row-navigate-to-booking-detail.png, notifications-row-navigation-flow.mp4, finance-overview-debt-aging-walkthrough-flow.mp4), Confirmation alert triage (downstream Processing a New Booking — Steps 5b / 6 / 6b → Confirmation to check-in handoff after Step 4 / Step 5; notifications-row-navigate-to-booking-detail.png, bookings-detail-transactions-approve-payment-modal.png, booking-lifecycle-status-tabs-flow.mp4), Notifications at /notifications; desktop Dashboard bell (General / Inbox sub-tabs) and global Inbox (/inbox) for WhatsApp replies; payment overdue → Handling a Late Payment — Step 1 after row-click; Landlord MCP (get-booking, list-payments, get-payment, create-manual-payment-in) when external clients triage Payments alerts — Step 4; Tenant MCP (get-payment-info) for tenant-facing alert context |
| Manual block hygiene | Forgotten holds, vague “blocked” reasons, or occupancy lower than expected | Occupancy KPI to block hygiene handoff (upstream Portfolio KPI review — Step 3 / Step 6 when segment filters look healthy; audit-manual-blocks-filter-scroll.mp4), Audit (Tools → Audit; Created by after staff turnover), then unit Calendar in Listings; reconcile Bookings Timeline, Sales, and Dashboard; Tenant MCP (get-listing-calendar, notify-landlord) when tenants or external assistants surface blocked dates — Steps 4–5; Landlord MCP (get-vacant-units-next-month) for portfolio vacancy reconciliation — Step 5; when blocks are cleared but one tenant segment still underperforms, continue Portfolio KPI review — Step 6 |
| Property & listing details (booking engine) | Rich marketplace / booking-engine copy and fields for a property or unit | Listings (Full integration pill or bookmarkable ?propertyDetails=1 / ?listingDetails=1 per Deep Links) |
Workflow cross-reference
Inter-workflow pairing here pairs with per-guide section cross-reference anchors and Walkthrough media MP4 assets. Non-linear habits (Lockout catch-up after password recovery → Resetting a Management User Password — Step 3 / Notification triage — Steps 4–5; workflows-login-reset-password-link.png, notifications-row-navigation-flow.mp4), Payment alert to receivables triage (contrast lockout-delayed Ongoing receivables vs Upcoming Confirmation alert triage), Pending manual receipt approval ↔ Reject/revert mistaken receipts (approve legitimate pending rows — finance-transactions-pending-pill.png, bookings-detail-transactions-approve-payment-modal.png, finance-transactions-pending-approve-flow.mp4; Reject duplicates still pending or Revert after mistaken Approve — finance-transactions-bulk-reject-selected-bar.png, bookings-payment-row-actions-flow.mp4; then Finance debt receivables triage Top debtors sign-off), Month-end invoicing (fixed date) ↔ Bulk Hostkit invoicing ↔ Rent reduction after invoicing (set fixed Invoice date before Issue allocation — settings-invoicing-invoice-date-toggle.png, finance-transactions-bulk-toolbar-fixed-invoice-date-banner.png; Hostkit HTTP 429 pacing on bulk export — finance-transactions-bulk-selection-bar.png, settings-invoicing-hostkit-series.png; invoiced floor blocks in-product rent cuts — external credit notes then Issue credit notes (N) — bookings-detail-change-monthly-rent-modal.png, bookings-rent-reduction-invoiced-floor-flow.mp4)) pair with Payment Allocation. Full pairing matrix: Common Workflows section cross-reference.
Use this table when one operator task naturally leads into another — each row links to the guides you should run before or after the primary workflow. Each sub-guide also opens with a First-time workspace setup tip for that workflow's go-live prerequisites.
Per-workflow step pairing (intra-page tables on the reservation lifecycle guides):
Module doc with section cross-reference (booking-engine payload editor):
| Module doc | Section cross-reference anchor |
|---|---|
| Property & listing details (booking engine) | booking-engine-details-section-cross-reference |
Non-linear habits (no dedicated step page yet — use the module docs):
| Habit | Typical trigger | Where to work |
|---|---|---|
| Wrong tenant on a booking | Reservation linked to another tenant profile before check-in or contract signing — distinct from duplicate-row Delete Booking | Wrong tenant on a booking, Cancel Booking vs Delete Booking (duplicate import vs wrong profile), Bookings — Change tenant on Contract Info (bookings.edit_items, Upcoming only), Processing a New Booking — Step 6, FAQ — Wrong tenant on a booking (bookings-detail-change-tenant-control.png, bookings-detail-change-tenant-modal.png, bookings-detail-change-tenant-flow.mp4) |
| Cancel Booking vs Delete Booking | Real stay voided vs mistaken/test row; ledger visibility after soft-archive — wrong profile on valid stay uses Wrong tenant on a booking, not this hub | Cancel Booking vs Delete Booking, Wrong tenant on a booking (Change tenant vs Delete decision table), Portfolio retirement decisions (three-way Archive vs Cancel vs Delete table), FAQ — Cancel Booking vs Delete Booking, Cancelling a Booking, Bookings — Delete Booking (soft archive), FAQ — Delete Booking on integration reservation (#2076), FAQ — Manual payments after Delete Booking (#1897), Portfolio KPI review — Step 7 (month-end ledger gaps) (bookings-cancel-booking-modal-refund-types.png, bookings-list-canceled-tab.png, finance-transactions-type-summary-cards.png, workflows-cancel-booking-refund-modal-flow.mp4) |
| Portfolio retirement decisions | Unsure whether to Archive a building, Cancel a stay, or Delete Booking on one reservation — reservation void vs cleanup pairs Cancel Booking vs Delete Booking | Portfolio retirement decisions, Cancel Booking vs Delete Booking (refund dialog vs soft-archive — workflows-cancel-booking-refund-modal-flow.mp4), FAQ — Portfolio retirement decisions, FAQ — Cancel Booking vs Delete Booking, Archive a property, Glossary — Archived property, Glossary — Archived booking ledger visibility, Manual block hygiene (listings-archived-populated-table.png, listings-archived-unarchive-sidebar.png, bookings-cancel-booking-modal-refund-types.png, finance-transactions-type-summary-cards.png) |
| Provider platform Delete Booking guard | Delete Booking blocked on integration reservation — pending provider platform in-payment must be Rejected or assigned before soft-archive (#2076) | Provider platform Delete Booking guard, Glossary — Provider platform Delete Booking guard hub, FAQ — Delete Booking on integration reservation, Bookings — Provider platform payment, Processing a New Booking — Step 1 (bookings-detail-provider-platform-payment-field.png, bookings-detail-delete-booking-provider-platform-error-toast.png, bookings-provider-platform-reject-delete-flow.mp4) |
| Archived booking ledger visibility | Manual Transactions vanished on Finance → Transactions after Delete Booking — vIBAN and credit card System Transactions stay visible (#1897) | Archived booking ledger visibility, FAQ — Manual payments after Delete Booking, Glossary — Archived booking ledger visibility, Finance — Archived bookings on the ledger, Finance — Type summary cards, Cancel Booking vs Delete Booking, Portfolio KPI review — Step 7 (finance-transactions-type-summary-cards.png) |
| Archive property (building-level) | Retire a whole building from active pickers without deleting history | Archive property (building-level), Portfolio retirement decisions (three-way Archive vs Cancel vs Delete table), FAQ — Archive a property, Listings — Archived properties, Manual block hygiene (portfolio sunsetting), Glossary — Archived property (listings-archived-populated-table.png, listings-archived-unarchive-sidebar.png) |
| Month-end invoicing (fixed date) | Post many invoices with the same document date (for example last day of the month) — set Invoice date in Settings before Hostkit bulk Issue allocation | Month-end invoicing (fixed date), Bulk Hostkit invoicing (same bulk toolbar + Hostkit pacing), Invoicing — Default invoice date, Finance — Month-end invoicing with a fixed date, FAQ — Month-end invoicing hub, Portfolio KPI review — Step 7 (settings-invoicing-invoice-date-toggle.png, finance-transactions-fixed-invoice-date-banner.png, finance-transactions-bulk-toolbar-fixed-invoice-date-banner.png) |
| Rent reduction after invoicing | Mid-stay repricing or goodwill discount on months Finance already exported — invoiced floor blocks in-product net; external credit notes may batch on Hostkit like Issue allocation | Rent reduction after invoicing, Bulk Hostkit invoicing (Issue credit notes pacing after external rent relief), Glossary — Invoiced floor (rent), FAQ — Lower rent below invoiced, Reject/revert mistaken receipts (credit note follow-up), Bookings — Changing contract dates and rent, Finance — Invoiced floor and rent edits (bookings-detail-change-monthly-rent-modal.png, bookings-detail-contract-values-invoiced-floor-edit-amount.png, bookings-rent-reduction-invoiced-floor-flow.mp4) |
| Bulk Hostkit invoicing | Month-end Issue allocation / Invoice selected on many ledger rows at once — same Hostkit pacing for Issue credit notes after invoiced floor rent relief; pair fixed Invoice date before large batches | Bulk Hostkit invoicing, Month-end invoicing (fixed date) (amber toolbar banner + toggle reset), Rent reduction after invoicing (invoiced floor → external credit notes), Reject/revert mistaken receipts (Issue credit notes after invoiced Reject / Revert), Integrations — Hostkit API pacing, FAQ — Bulk Hostkit invoicing slow, Finance — Invoice automation, Finance — Issuing credit notes (finance-transactions-bulk-selection-bar.png, finance-transactions-bulk-toolbar-fixed-invoice-date-banner.png, settings-invoicing-hostkit-series.png) |
| Lockout catch-up after password recovery | Sign-in restored after Resetting a Management User Password; onboarding, alert, or month-end backlog accumulated during lockout | Lockout catch-up after password recovery, FAQ — Management Account Access, Resetting a Management User Password — Step 3, Payment alert to receivables triage / Confirmation alert triage (alert-type routing after Notification triage — Step 4), Pending manual receipt approval, Finance debt receivables triage, Directory list load failures (Retry before alert triage), Notification triage — Step 4 / Step 5, Portfolio KPI review — Step 7 (workflows-login-reset-password-link.png, notifications-row-navigate-to-booking-detail.png, notifications-row-navigation-flow.mp4, bookings-detail-transactions-approve-payment-modal.png, finance-transactions-pending-pill.png, finance-overview-income-chart-debt-aging.png, dashboard-kpi-total-debt-tooltip.png) |
| Portfolio segmentation by tenant category | Review only corporate, short-stay, or unassigned tenants across reservations, receivables, and profiles | Portfolio segmentation by tenant category, FAQ — Finance tenant category filter parity, FAQ — Assign tenant category for direct booking, Settings > Tenant categories, Portfolio KPI review — Step 6, Finance debt receivables triage (bookings-list-other-filters-tenant-category.png, finance-other-filters-tenant-category.png, tenants-list-tenant-category-filter.png) |
| Partly collected security deposit | Tenant paid less than the full deposit in one transfer; Paid is above zero but below Amount on booking Deposit — distinct from Partial Paid rent on Payment Plan | Finance — Deposit lifecycle status cards (Partial paid card), Bookings — Deposit tab, FAQ — Partly collected security deposit, Glossary — Deposit lifecycle status, Processing a New Booking — Step 5, Managing a Check-in — Step 3, Handling a Late Payment — Step 1, Cancelling a Booking — Step 2 / Step 3, Portfolio KPI review — Step 7 (month-end deposit queues) |
| Deposit missing on Finance Deposits | Older move-out or Refund Due Date falls outside the default ~3 months toolbar window — row, lifecycle counts, dispute chips, and Export hide until you clear or widen the range | FAQ — Deposit missing on Finance Deposits hub, Glossary — Deposit missing on Finance Deposits hub, Glossary — Finance Deposits date range, Finance — Deposits tab, Managing a Check-out — Step 5, Glossary — Deposit dispute (finance-deposits-date-range-toolbar-default.png, finance-deposits-date-range-clear-flow.mp4) |
| Pending manual receipt approval | Recorded bank transfer still pending; Total Debt or Manual Payments lag during month-end; payment alerts on /notifications — duplicate still pending → Reject, not Approve — clear queue before Debt Aging sign-off | Pending manual receipt approval, Finance debt receivables triage (Total Debt / In debt until approval), Reject/revert mistaken receipts (Reject vs Revert vs Approve decision table), Finance — Pending manual payments (Pending chip), Payment Allocation — Pending manual approval, FAQ — Manual receipt still pending, FAQ — Pending manual in-payment on /notifications, Notification triage — Step 4, Finance debt receivables triage (Total Debt until approval) (finance-transactions-pending-pill.png, bookings-detail-transactions-approve-payment-modal.png, finance-transactions-bulk-reject-selected-bar.png, finance-transactions-pending-approve-flow.mp4) |
| Reject/revert mistaken receipts | Duplicate bank transfer, wrong booking, or wrong amount — Reject while still pending; Revert after Approve; credit note when Finance already invoiced the charge — then re-check Total Debt / Top debtors | Reject/revert mistaken receipts, Finance debt receivables triage (Debt Aging after ledger cleanup — not collections on phantom duplicates), Pending manual receipt approval (amber Pending chip before you Reject selected), Payment Allocation — Correcting mistaken receipts, FAQ — Reject or revert an incoming payment, Glossary — Credit note (payment reject/revert), Bulk Hostkit invoicing (Issue credit notes pacing), Handling a Late Payment — Step 1 (bookings-detail-transactions-reject-modal-credit-note-banner.png, finance-transactions-bulk-reject-selected-bar.png, finance-overview-income-chart-debt-aging.png, bookings-payment-row-actions-flow.mp4) |
| Directory list load failures | First fetch for a large directory or dashboard aggregate fails — Failed to load … instead of an empty portfolio | Directory list load failures, Booking sidebar tab load failures (tab-scoped Refresh / Retry inside one booking — distinct recovery), FAQ — Directory list load failures, Glossary — Directory list load failures, Using in-app support — Inbox load failures, Utilities — Tab load failures (notifications-module-load-failure.png, audit-manual-blocks-load-failure.png, dashboard-partial-data-load-failure.png, analytics-kpi-load-failure.png) |
| Booking sidebar tab load failures | Communication or Tickets inside an open booking fails while Contract Info / Payment Plan still work | Booking sidebar tab load failures, Directory list load failures (whole-module Retry when the Bookings list itself fails), FAQ — Communication or Tickets load failure, Glossary — Booking detail sidebar tab load failures, WhatsApp per-booking messaging (Communication Refresh during collections), Notification triage — Step 4, Handling a Late Payment — Step 3 (bookings-detail-communication-tab-whatsapp-thread.png, bookings-detail-tickets-tab.png) |
| Finance debt receivables triage | Unsure whether to use Dashboard Total Debt, Finance Debt Aging, Income → In debt, or Uncovered Debt for collections — approve pending receipts first; Revert approved duplicates before escalating collections | Payment alert to receivables triage (upstream Notification triage — Step 4 / Step 5 on payment overdue alerts; notifications-row-navigation-flow.mp4, finance-overview-debt-aging-expanded-bucket.png), Finance debt receivables triage, Uncovered Debt KPI (deposit coverage gap on seven-card strip — finance-overview-kpi-cards.png), Handling a Late Payment collections hub (triage surfaces → Steps 1–6), Reject/revert mistaken receipts (Total Debt inflated by duplicate approved transfers), Pending manual receipt approval (Total Debt / In debt until Approve), FAQ — Finance debt receivables triage hub, FAQ — Uncovered Debt KPI hub, FAQ — Handling a Late Payment hub, Handling a Late Payment — Step 1 (finance-overview-income-chart-debt-aging.png, finance-overview-debt-aging-walkthrough-flow.mp4, finance-transactions-pending-pill.png) |
| WhatsApp per-booking messaging | Unsure whether to use Inbox, bell Inbox, or Bookings → Communication for tenant WhatsApp / email — or a New WhatsApp message from … alert on /notifications | WhatsApp per-booking messaging, Notification row-click navigation (bell Inbox / link vs /notifications row-click), FAQ — WhatsApp and email per booking, Bookings — Communication tab, Inbox module, ChatBot settings, Notification triage — Step 2, Handling a Late Payment — Step 3 (bookings-detail-communication-tab-whatsapp-thread.png, bookings-detail-communication-tab-whatsapp-composer.png, inbox-module-overview.png, inbox-module-triage-flow.mp4) |
| Bot reasoning (audit) | Need to understand why the tenant chatbot sent a specific Bot reply — expand Reasoning on Communication → WhatsApp before editing IF/THEN rules | Bot reasoning (audit), ChatBot settings (edit Persona / IF/THEN after thread audit), FAQ — Bot reasoning (audit) hub, Glossary — Bot reasoning (audit) hub, Bookings — Communication tab, ChatBot settings (bookings-detail-communication-tab-bot-reasoning-expanded.png, bot-reasoning-audit-expand-flow.mp4) |
| ChatBot settings | Configure tenant-facing Persona, IF/THEN rules, or Status Bot WhatsApp pairing — distinct from operator AI Chat | ChatBot settings, Bot reasoning (audit) (thread audit after rule edits), FAQ — ChatBot settings hub, Glossary — ChatBot settings hub, Onboarding a New Property — Step 4, Inbox — Chatbot gating (settings-chatbot-tab-overview.png, settings-chatbot-status-bot-connected.png, settings-chatbot-save-rule-flow.mp4) |
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 will not load after lockout | First-fetch directory failure | Directory list load failures — Retry before alert triage |
| Row-click opened booking but Communication red | Tab-scoped fetch only | Booking sidebar tab load failures — header Refresh |
Refresh Landlord MCP Bearer JWTs before portfolio automation resumes. Canonical mesh: Getting Started — Lockout catch-up after password recovery. Pair FAQ — Management Account Access, Notification row-click navigation (notifications-row-navigation-flow.mp4), Payment alert to receivables triage (Ongoing/Ended payment overdue → Finance debt receivables triage; finance-overview-income-chart-debt-aging.png), Confirmation alert triage (Upcoming Booking created / Payment received → Processing a New Booking — Step 5b; bookings-detail-transactions-approve-payment-modal.png), Pending manual receipt approval, Finance debt receivables triage (Total Debt / Debt Aging after Pending clears — dashboard-kpi-total-debt-tooltip.png), Directory list load failures (Retry on /notifications or Bookings before row-click triage), Partly collected security deposit, Deposit missing on Finance Deposits, and Reject/revert mistaken receipts when backlog accumulated during lockout. Full step pairing: Resetting a Management User Password section cross-reference · Notification triage section cross-reference.
/notifications row-click → Finance → Transactions amber Pending chip → Approve payment (cancel) → Finance → Overview debt sign-off.Pair with FAQ — Lockout catch-up after password recovery hub, Glossary — Lockout catch-up after password recovery hub, Pending manual receipt approval, Finance debt receivables triage, Directory list load failures, and Booking sidebar tab load failures.
Hub matrix: Common Workflows — Lockout catch-up after password recovery · Lockout catch-up after password recovery hub (workflows-login-reset-password-link.png, notifications-row-navigate-to-booking-detail.png, finance-transactions-pending-pill.png, lockout-catch-up-after-password-recovery-flow.mp4). Per-guide mesh: Resetting a Management User Password — Lockout catch-up after password recovery, Notification triage — Lockout catch-up after password recovery, Processing a New Booking — Lockout catch-up after password recovery, Handling a Late Payment — Lockout catch-up after password recovery, Portfolio KPI review — Lockout catch-up after password recovery, Managing a Check-out — Lockout catch-up after password recovery, Onboarding a New Property — Lockout catch-up after password recovery, Using in-app support — Lockout catch-up after password recovery, Manual block hygiene — Lockout catch-up after password recovery, Cancelling a Booking — Lockout catch-up after password recovery, Managing a Check-in — Lockout catch-up after password recovery, Entering Monthly Utility Bills — 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 → Other filters → Tenant category | Full account-wide portfolio filter catalog |
| Receivables, deposits, or contract values by segment | Finance → Other filters → Tenant category | Drawer lists segments on bookings already in the Finance cache |
| 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 (#2314); see FAQ — Finance tenant category filter parity |
| Filter results stale after Tenants → Tenant Info recategorization | Finance caches warming | Wait seconds — Glossary — Finance tenant category cache refresh (#2088) |
| 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 → Other filters, 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 (surface table + module mesh), 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. The habit matrix row above lists module anchors.
Per-guide mesh: Onboarding a New Property — Portfolio segmentation by tenant category, Processing a New Booking — Portfolio segmentation by tenant category, Managing a Check-in — Portfolio segmentation by tenant category, Notification triage — Portfolio segmentation by tenant category, Handling a Late Payment — Portfolio segmentation by tenant category, Portfolio KPI review — Portfolio segmentation by tenant category, Managing a Check-out — Portfolio segmentation by tenant category, Cancelling a Booking — Portfolio segmentation by tenant category, Entering Monthly Utility Bills — Portfolio segmentation by tenant category, Manual block hygiene — Portfolio segmentation by tenant category, Resetting a Management User Password — Portfolio segmentation by tenant category, Using in-app support — Portfolio segmentation by tenant category.
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 |
Pair with FAQ — Month-end invoicing (fixed date) hub, Invoicing — Default invoice date, Finance — Month-end invoicing with a fixed date, Bulk Hostkit invoicing (Hostkit Issue allocation pacing + toolbar banner), Glossary — Fixed invoice date, FAQ — Bulk Hostkit invoicing slow, Portfolio KPI review — Month-end invoicing (fixed date), Onboarding a New Property — Month-end invoicing (fixed date), Cancelling a Booking — Month-end invoicing (fixed date), Processing a New Booking — Month-end invoicing (fixed date), Handling a Late Payment — Month-end invoicing (fixed date), Managing a Check-in — Month-end invoicing (fixed date), Notification triage — Month-end invoicing (fixed date), Managing a Check-out — Month-end invoicing (fixed date), Entering Monthly Utility Bills — Month-end invoicing (fixed date), Manual block hygiene — Month-end invoicing (fixed date), and Portfolio KPI review — Step 7 (month-end sign-off). The habit matrix row above lists module anchors.
Per-guide mesh: Portfolio KPI review — Month-end invoicing (fixed date), Onboarding a New Property — Month-end invoicing (fixed date), Cancelling a Booking — Month-end invoicing (fixed date), Processing a New Booking — Month-end invoicing (fixed date), Handling a Late Payment — Month-end invoicing (fixed date), Managing a Check-in — Month-end invoicing (fixed date), Notification triage — Month-end invoicing (fixed date), Managing a Check-out — Month-end invoicing (fixed date), Entering Monthly Utility Bills — Month-end invoicing (fixed date), Manual block hygiene — Month-end invoicing (fixed 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 HTTP 429 with backoff — large batches can take several minutes even though the UI stays responsive.
| Symptom | Likely cause | Fix |
|---|---|---|
| Rows stay Pending / Failed for several minutes | Hostkit rate limit — Vivin is pacing per listing key | Leave the batch running; refresh Transactions before duplicate Issue allocation |
| Same rows still Failed after refresh | Missing Listing keys or blank Hostkit invoice series | Integrations — Hostkit + Invoicing — Hostkit series |
| Hostkit invoice series is not configured toast | Series field empty 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 / Failed | Refresh Transactions first — do not stack runs |
| Change monthly rent clamped below exported total | Invoiced floor — not a Hostkit failure | 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 / Edit amount blocked | 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 |
Pair with Month-end invoicing (fixed date) (fixed Invoice date + amber toolbar banner before bulk export), FAQ — Bulk Hostkit invoicing hub (symptom table + per-guide mesh), FAQ — Bulk Hostkit invoicing slow, FAQ — Lower rent below invoiced, Rent reduction after invoicing (invoiced floor vs first-time Issue allocation), Glossary — Invoiced floor (rent), FAQ — Reject or revert an incoming payment, Glossary — Hostkit, Glossary — Credit note (payment reject/revert), Integrations — Hostkit API pacing, Finance — Invoice automation, Finance — Issuing credit notes, Reject/revert mistaken receipts, and Portfolio KPI review — Step 7 (month-end sign-off). The habit matrix below lists per-guide anchors for workflow surfaces that routinely hit Hostkit bulk Issue allocation / Issue credit notes pacing.
| Situation | Action | Per-guide anchor |
|---|---|---|
| Alert cleanup before month-end bulk export | Finish Pending triage in Step 5 before Issue allocation — hub: Month-end invoicing (fixed date) | Notification triage — Bulk Hostkit invoicing |
| Utility bill month-end bulk export | Finish Missing data + overage Pending on Step 5 before Issue allocation | Entering Monthly Utility Bills — Bulk Hostkit invoicing |
| Occupancy hygiene before month-end export | Clear stale holds on Step 5 before Issue allocation unmasks receivables | Manual block hygiene — Bulk Hostkit invoicing |
| Support ticket cites slow Hostkit batch | Self-serve FAQ — Bulk Hostkit invoicing slow before New Support Ticket modal | Using in-app support — Bulk Hostkit invoicing |
| Lockout-delayed month-end Issue allocation backlog | Finance → Transactions bulk export after Step 3 — hub: Lockout catch-up after password recovery | Resetting a Management User Password — Bulk Hostkit invoicing |
| Move-in month-end bulk export | Finish move-in Pending mesh on Step 6b before Issue allocation — hub: Month-end invoicing (fixed date) | Managing a Check-in — Bulk Hostkit invoicing |
| Departure-week month-end bulk export | Finish departure Pending mesh on Step 6b before Issue allocation | Managing a Check-out — Bulk Hostkit invoicing |
| First month-end Issue allocation after go-live | Save fixed Invoice date before first bulk export on new inventory — hub: Month-end invoicing (fixed date) | Onboarding a New Property — Bulk Hostkit invoicing |
| Cancellation settlement bulk export | Finish settlement mesh on Step 6b before Issue allocation / Issue credit notes | Cancelling a Booking — Bulk Hostkit invoicing |
| Confirmation month-end Issue allocation on first imports | Finish Pending mesh on Step 6b before bulk export — hub: Month-end invoicing (fixed date) | Processing a New Booking — Bulk Hostkit invoicing |
| Collections month-end Issue allocation after lingering Pending | Finish collections Pending mesh on Step 6b before bulk export | Handling a Late Payment — Bulk Hostkit invoicing |
| Month-end sign-off Issue allocation / Invoice selected | Reconcile Finance → Transactions on Step 7 before investor numbers — hub: Month-end invoicing (fixed date) | Portfolio KPI review — Bulk Hostkit invoicing |
Per-guide mesh: Notification triage — Bulk Hostkit invoicing, Entering Monthly Utility Bills — Bulk Hostkit invoicing, Manual block hygiene — Bulk Hostkit invoicing, Using in-app support — Bulk Hostkit invoicing, Resetting a Management User Password — Bulk Hostkit invoicing, Managing a Check-in — Bulk Hostkit invoicing, Managing a Check-out — Bulk Hostkit invoicing, Onboarding a New Property — Bulk Hostkit invoicing, Cancelling a Booking — Bulk Hostkit invoicing, Processing a New Booking — Bulk Hostkit invoicing, Handling a Late Payment — Bulk Hostkit invoicing, Portfolio KPI review — Bulk Hostkit invoicing.
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 UAZAPI 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 |
Pair with FAQ — Notification row-click navigation hub (notifications-module-row-click-target.png, notifications-row-navigate-to-booking-detail.png, notifications-row-navigation-flow.mp4), Glossary — Notification row navigation, Glossary — Notification row navigation hub, FAQ — Notification row-click navigation, FAQ — Pending manual in-payment on /notifications (row-click → Approve — Pending manual receipt approval; duplicate pending rows → Reject/revert mistaken receipts; finance-transactions-pending-pill.png), WhatsApp per-booking messaging (New WhatsApp message from … alerts → bell Inbox / Communication), FAQ — WhatsApp and email per booking, Glossary — Payment notification (operator), Notification triage — Step 2 (message pings), Notification triage — Step 4, Handling a Late Payment — Step 1 (payment overdue alerts), Pending manual receipt approval (alert → booking Transactions), and Finance debt receivables triage when Total Debt lags after approval. The habit matrix below lists per-guide anchors across all twelve operator workflows that routinely use /notifications row-click before booking-level triage.
| Situation | Action | Per-guide anchor |
|---|---|---|
| Upcoming Booking created / Payment received alert row-click | Notification triage — Step 4 — contrast bell General vs /notifications — hub: Confirmation alert triage | Processing a New Booking — Notification row-click navigation |
| Pre-cancel payment overdue alert before void | Step 4 row-click → Payment Plan on Step 2 — hub: Cancellation collections before void | Cancelling a Booking — Notification row-click navigation |
| Move-in payment overdue / Pending manual in-payment alert | Step 4 → Payment Plan on Step 3 — not key handover until balance confirms | Managing a Check-in — Notification row-click navigation |
| Departure-week payment overdue before deposit refund | Step 4 → Step 6 — hub: Check-out collections before refund | Managing a Check-out — Notification row-click navigation |
| Utility payment overdue after monthly bill cycle | Step 4 row-click → overage In Debt on Step 4 — hub: Utility overage collections | Entering Monthly Utility Bills — Notification row-click navigation |
| Collections payment overdue before Debt Aging outreach | Step 4 row-click → Step 1 — hub: Handling a Late Payment collections hub | Handling a Late Payment — Notification row-click navigation |
| Month-end payment overdue alert batch during KPI sign-off | Step 4 during Step 7 — clear unread after Top debtors | Portfolio KPI review — Notification row-click navigation |
| Payment overdue row-click before bulk mark-read | Step 4 → Step 5 — hub anchor | Notification triage — Notification row-click navigation |
| Stale payment overdue after calendar hold cleanup | Step 4 row-click after Step 5 hold reconciliation | Manual block hygiene — Notification row-click navigation |
| First Payment received / payment overdue after go-live | Step 4 on first confirmation — pair Step 7 verification | Onboarding a New Property — Notification row-click navigation |
| Support ticket after payment overdue triage unclear | Self-serve Step 4 mesh before filing | Using in-app support — Notification row-click navigation |
| Lockout-delayed payment overdue backlog | Steps 4–5 after Step 3 — hub: Lockout catch-up after password recovery | Resetting a Management User Password — Notification row-click navigation |
Per-guide mesh: Processing a New Booking — Notification row-click navigation, Cancelling a Booking — Notification row-click navigation, Managing a Check-in — Notification row-click navigation, Managing a Check-out — Notification row-click navigation, Entering Monthly Utility Bills — Notification row-click navigation, Handling a Late Payment — Notification row-click navigation, Portfolio KPI review — Notification row-click navigation, Notification triage — Notification row-click navigation, Manual block hygiene — Notification row-click navigation, Onboarding a New Property — Notification row-click navigation, Using in-app support — Notification row-click navigation, Resetting a Management User Password — Notification row-click navigation.
- Glossary — Notification row navigation hub — Surface table + per-guide/module mesh reciprocal hub
- FAQ — Notification row-click navigation hub — Symptom table + per-guide/module mesh reciprocal hub
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 |
Pair with FAQ — Payment notification (operator) hub (notifications-row-navigate-to-booking-detail.png, notifications-row-navigation-flow.mp4), Glossary — Payment notification (operator), Glossary — Payment notification (operator) hub, Notification row-click navigation, Pending manual receipt approval, and Confirmation alert triage. Per-guide mesh: Processing a New Booking — Payment notification (operator), Managing a Check-in — Payment notification (operator), Handling a Late Payment — Payment notification (operator), Cancelling a Booking — Payment notification (operator), Portfolio KPI review — Payment notification (operator), Managing a Check-out — Payment notification (operator), Notification triage — Payment notification (operator), Onboarding a New Property — Payment notification (operator), Manual block hygiene — Payment notification (operator), Resetting a Management User Password — Payment notification (operator), Entering Monthly Utility Bills — Payment notification (operator), Using in-app support — Payment notification (operator).
/notifications before bulk mark-read.Rent reduction after invoicing
When Finance has already invoiced rent for a calendar month, Vivin enforces an invoiced floor — lowering scheduled net below the exported total is blocked in the booking workspace, not on Finance → Transactions.
| 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 |
| Save disabled under New net amount | Contract Values → Edit amount | Red inline validation — net would drop below invoiced+draft totals on that line |
| Need goodwill discount below exported rent | External accounting | Issue credit notes or manual adjustments — Vivin will not persist lower nets on exported months |
| Hostkit Not issued credit note after rent relief | External credit note registered in Vivin | Issue credit notes (N) — same pacing as Bulk Hostkit invoicing |
| 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 below exported month | Change monthly rent / Edit amount — blocked | External credit notes 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 |
The habit matrix below lists per-guide anchors across all twelve operator workflows that routinely hit the invoiced floor during repricing, settlement, or month-end sign-off.
| Situation | Action | Per-guide anchor |
|---|---|---|
| Confirmation month already invoiced before schedule edit | Contract Info → Change monthly rent on Step 3 — pair Bulk Hostkit invoicing | Processing a New Booking — Rent reduction after invoicing |
| Pre-cancel goodwill on invoiced settlement lines | Change monthly rent on Step 2b before Issue credit notes | Cancelling a Booking — Rent reduction after invoicing |
| Pre-move-in goodwill blocked below exported rent | Change monthly rent after Step 3 balance check | Managing a Check-in — Rent reduction after invoicing |
| Departure-week goodwill on invoiced final months | Change monthly rent during Step 6 — external credit notes | Managing a Check-out — Rent reduction after invoicing |
| Collections goodwill on invoiced rent lines | Change monthly rent after Step 4 — not Top debtors alone | Handling a Late Payment — Rent reduction after invoicing |
| Month-end repricing sign-off during KPI review | Change monthly rent during Step 7 before Issue credit notes | Portfolio KPI review — Rent reduction after invoicing |
| Alert triage lands on invoiced booking before repricing | Row-click → Contract Info → Change monthly rent on Step 4 — hub: Month-end invoicing (fixed date) | Notification triage — Rent reduction after invoicing |
| Utility month-end rent + overage already exported | Change monthly rent after Step 5 — external credit notes | Entering Monthly Utility Bills — Rent reduction after invoicing |
| Repricing after calendar hold cleanup unmasks receivables | Change monthly rent on Step 5 before bulk Issue allocation | Manual block hygiene — Rent reduction after invoicing |
| Support ticket cites blocked rent cut below exported month | Self-serve Change monthly rent / Contract Values before New Support Ticket modal | Using in-app support — Rent reduction after invoicing |
| Lockout-delayed month-end repricing on live bookings | Change monthly rent after Step 3 — hub: Lockout catch-up after password recovery | Resetting a Management User Password — Rent reduction after invoicing |
Per-guide mesh: Processing a New Booking — Rent reduction after invoicing, Cancelling a Booking — Rent reduction after invoicing, Managing a Check-in — Rent reduction after invoicing, Managing a Check-out — Rent reduction after invoicing, Handling a Late Payment — Rent reduction after invoicing, Portfolio KPI review — Rent reduction after invoicing, Onboarding a New Property — Rent reduction after invoicing, Notification triage — Rent reduction after invoicing, Entering Monthly Utility Bills — Rent reduction after invoicing, Manual block hygiene — Rent reduction after invoicing, Using in-app support — Rent reduction after invoicing, Resetting a Management User Password — Rent reduction after invoicing. Pair with FAQ — Rent reduction after invoicing hub, FAQ — Lower rent below invoiced, Bulk Hostkit invoicing (Issue credit notes Hostkit pacing after external rent relief), Glossary — Invoiced floor (rent), Glossary — Hostkit, Bookings — Changing contract dates and rent, Contract Values tab, Finance — Invoiced floor and rent edits, Common Workflows — Reject/revert mistaken receipts (credit-note follow-up), and Finance — Issuing credit notes.
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 |
| 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. The habit matrix below lists per-guide anchors across all twelve operator workflows that routinely surface amber Pending receipts.
| Situation | Action | Per-guide anchor |
|---|---|---|
| Confirmation receipt still pending after bank transfer | Approve payment on Step 5b / Step 6b — not Debt Aging until queue clears | Processing a New Booking — Pending manual receipt approval |
| Collections receipt still pending during outreach | Approve payment on Step 4b / Step 6b before Top debtors outreach | Handling a Late Payment — Pending manual receipt approval |
| Settlement receipt still pending before cancel void | Approve payment on Step 2a / Step 6b before Issue credit notes on invoiced lines | Cancelling a Booking — Pending manual receipt approval |
| Move-in receipt still pending before key handover | Approve payment on Step 3b / Step 6b when Payment received alert persists | Managing a Check-in — Pending manual receipt approval |
| Month-end Pending queue during KPI sign-off | Clear amber Pending chip on Finance → Transactions before Debt Aging / Dashboard Total Debt on Step 7 | Portfolio KPI review — Pending manual receipt approval |
| Departure receipt still pending before deposit refund | Approve payment on Step 6b — not Ready To Refund until queue clears | Managing a Check-out — Pending manual receipt approval |
| Utility overage receipt still pending during bill cycle | Approve payment on Step 4b before overage collections escalate | Entering Monthly Utility Bills — Pending manual receipt approval |
Pending manual in-payment alert on /notifications | Row-click → Approve on Step 4 — not mark-read alone | Notification triage — Pending manual receipt approval |
| Pending mesh when hygiene unmasks receivables | Clear amber Pending chip during Step 5 before bulk Issue allocation | Manual block hygiene — Pending manual receipt approval |
| First confirmation receipt pending after go-live | Approve payment on Processing a New Booking — Step 5b after Step 7 | Onboarding a New Property — Pending manual receipt approval |
| Approve payments permission missing on support ticket | Self-serve amber Pending chip before filing — not a product defect until role checked | Using in-app support — Pending manual receipt approval |
| Pending queue accumulated during lockout | Catch up after Step 3 before KPI sign-off | Resetting a Management User Password — Pending manual receipt approval |
Per-guide mesh: Processing a New Booking — Pending manual receipt approval, Handling a Late Payment — Pending manual receipt approval, Cancelling a Booking — Pending manual receipt approval, Managing a Check-in — Pending manual receipt approval, Portfolio KPI review — Pending manual receipt approval, Managing a Check-out — Pending manual receipt approval, Entering Monthly Utility Bills — Pending manual receipt approval, Notification triage — Pending manual receipt approval, Manual block hygiene — Pending manual receipt approval, Onboarding a New Property — Pending manual receipt approval, Using in-app support — Pending manual receipt approval, Resetting a Management User Password — Pending manual receipt approval.
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 | Cancel booking |
|---|---|---|---|
| Booking row valid? | Yes — wrong profile link | No — remove mistaken row | Yes — void real stay |
| Payment plan rebuilt? | No | N/A (soft-archive) | Policy settlement |
| Finance → Transactions | Unchanged on reassign | Manual hidden (#1897) | All types stay |
| 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 |
Per-guide mesh: Manual block hygiene — Wrong tenant on a booking, Cancelling a Booking — Wrong tenant on a booking, Managing a Check-out — Wrong tenant on a booking, Onboarding a New Property — Wrong tenant on a booking, Processing a New Booking — Wrong tenant on a booking, Handling a Late Payment — Wrong tenant on a booking, Managing a Check-in — Wrong tenant on a booking, Portfolio KPI review — Wrong tenant on a booking, Entering Monthly Utility Bills — Wrong tenant on a booking, Notification triage — Wrong tenant on a booking, Resetting a Management User Password — Wrong tenant on a booking, Using in-app support — Wrong tenant on a booking. Pair with FAQ — Wrong tenant on a booking, Glossary — Wrong tenant on a booking hub, Bookings — Change tenant, Cancel Booking vs Delete Booking (duplicate row vs wrong profile), Processing a New Booking — Step 6 (post-import profile check), and Processing a New Booking — Step 1 (duplicate import → Delete, not Change tenant).
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 (#1897) |
| 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 (#1897) |
| 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 #1897 — use Cancel when ledger history matters |
| Delete Booking blocked with toast | provider platform in-payment still present | Reject or assign first (#2076) — 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 (#1897) | 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 (#1897) | 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 (#1897) | 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 (#2076 / #1897) | 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 #1897), Cancelling a Booking (real voids), Processing a New Booking — Step 1 (duplicate imports), and Portfolio KPI review — Step 7 (month-end ledger gaps). Per-guide mesh: Manual block hygiene — Cancel Booking vs Delete Booking, Cancelling a Booking — Cancel Booking vs Delete Booking, Managing a Check-out — Cancel Booking vs Delete Booking, Onboarding a New Property — Cancel Booking vs Delete Booking, Processing a New Booking — Cancel Booking vs Delete Booking, Portfolio KPI review — Cancel Booking vs Delete Booking, Handling a Late Payment — Cancel Booking vs Delete Booking, Managing a Check-in — Cancel Booking vs Delete Booking, Entering Monthly Utility Bills — Cancel Booking vs Delete Booking, Notification triage — Cancel Booking vs Delete Booking, Resetting a Management User Password — Cancel Booking vs Delete Booking, Using in-app support — Cancel Booking vs Delete Booking.
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 (#1897) |
| Symptom | Likely wrong control | Fix |
|---|---|---|
| Need full ledger for a voided real stay | Delete Booking | Use Cancel booking — Cancelling a Booking |
| Manual receipts vanished after cleanup | Delete Booking on a stay you still reconcile | Expected #1897 — use Cancel when you need manual rows; see 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 (#2076) — 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 (#1897) |
| 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 |
Pair with FAQ — Portfolio retirement decisions, Glossary — Portfolio retirement decisions hub, Cancel Booking vs Delete Booking, and FAQ — Cancel Booking vs Delete Booking (listings-archived-populated-table.png, listings-archived-unarchive-sidebar.png, bookings-cancel-booking-modal-refund-types.png, finance-transactions-type-summary-cards.png, portfolio-retirement-decisions-flow.mp4), FAQ — Archive a property, Glossary — Archived property, Glossary — Archived booking ledger visibility, Listings — Archived properties, and Manual block hygiene (portfolio sunsetting). Per-guide mesh: Portfolio KPI review — Portfolio retirement decisions, Manual block hygiene — Portfolio retirement decisions, Cancelling a Booking — Portfolio retirement decisions, Managing a Check-out — Portfolio retirement decisions, Onboarding a New Property — Portfolio retirement decisions, Processing a New Booking — Portfolio retirement decisions, Entering Monthly Utility Bills — Portfolio retirement decisions, Handling a Late Payment — Portfolio retirement decisions, Managing a Check-in — Portfolio retirement decisions, Notification triage — Portfolio retirement decisions, Resetting a Management User Password — Portfolio retirement decisions, Using in-app support — Portfolio retirement decisions. Workflow pairing: Cancelling a Booking, Processing a New Booking — Step 1 (duplicate imports), Portfolio KPI review — Step 7 (month-end ledger gaps after cleanup).
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 (#2076). 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 (#1897) |
| Duplicate channel import on same dates | Delete before clearing in-payment | Processing a New Booking — Step 1 — Reject first (#2076) |
| 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 |
Pair with FAQ — Delete Booking on integration reservation, Glossary — Provider platform Delete Booking guard hub, Glossary — Provider platform Delete Booking guard, Bookings — Provider platform payment, Cancel Booking vs Delete Booking, Portfolio retirement decisions, and Archived booking ledger visibility. Per-guide mesh: Processing a New Booking — Provider platform Delete Booking guard, Cancelling a Booking — Provider platform Delete Booking guard, Managing a Check-in — Provider platform Delete Booking guard, Managing a Check-out — Provider platform Delete Booking guard, Handling a Late Payment — Provider platform Delete Booking guard, Entering Monthly Utility Bills — Provider platform Delete Booking guard, Portfolio KPI review — Provider platform Delete Booking guard, Manual block hygiene — Provider platform Delete Booking guard, Onboarding a New Property — Provider platform Delete Booking guard, Notification triage — Provider platform Delete Booking guard, Resetting a Management User Password — Provider platform Delete Booking guard, Using in-app support — Provider platform Delete Booking guard. Ledger visibility after soft-archive: Archived booking ledger visibility (#1897).
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 (#1897). 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 (#1897) |
| 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 (#1897) |
| 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 (#1897) |
| 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 (#1897) |
| 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 (#1897) |
| 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 #1897 | Using in-app support — Archived booking ledger visibility — module Bookings when behaviour differs |
Pair with FAQ — Manual payments after Delete Booking, Glossary — Archived booking ledger visibility hub, Glossary — Archived booking ledger visibility, Finance — Archived bookings on the ledger, Finance — Type summary cards, Cancel Booking vs Delete Booking, Portfolio retirement decisions, and Provider platform Delete Booking guard. Per-guide mesh: Processing a New Booking — Archived booking ledger visibility, Cancelling a Booking — Archived booking ledger visibility, Managing a Check-in — Archived booking ledger visibility, Managing a Check-out — Archived booking ledger visibility, Handling a Late Payment — Archived booking ledger visibility, Entering Monthly Utility Bills — Archived booking ledger visibility, Portfolio KPI review — Archived booking ledger visibility, Manual block hygiene — Archived booking ledger visibility, Onboarding a New Property — Archived booking ledger visibility, Notification triage — Archived booking ledger visibility, Resetting a Management User Password — Archived booking ledger visibility, Using in-app support — Archived booking ledger visibility.
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). Per-guide mesh: Manual block hygiene — Archive property (building-level), Onboarding a New Property — Archive property (building-level), Processing a New Booking — Archive property (building-level), Entering Monthly Utility Bills — Archive property (building-level), Managing a Check-in — Archive property (building-level), Managing a Check-out — Archive property (building-level), Handling a Late Payment — Archive property (building-level), Cancelling a Booking — Archive property (building-level), Portfolio KPI review — Archive property (building-level), Notification triage — Archive property (building-level), Resetting a Management User Password — Archive property (building-level), Using in-app support — Archive property (building-level).
Directory list load failures
When a large directory or dashboard aggregate fails on first fetch, Vivin shows an explicit Failed to load … alert with Retry / Try again — not an empty table that looks like zero portfolio rows.
| Symptom | Likely cause | Fix |
|---|---|---|
| Failed to load bookings/tenants/listings… + Retry | Network drop, timeout, or HTTP error on first fetch | Retry / Try again, or refresh after connectivity recovers |
| Couldn't load the timeline bookings. on Timeline + Retry | Timeline listing axis or bars first-fetch failed (#2310) | Retry on the chart panel (re-fetches axis + bars) — or switch to List for portfolio-table recovery |
| Empty table with no error banner | Successful fetch returned zero rows for your filters | Normal empty state — widen filters or clear search |
| Some dashboard data failed to load. under header | Partial / aggregate failure | Retry on banner — other KPI widgets may still render |
| Could not load messages inside one booking | Tab-scoped API slice failed | Refresh (Communication) or Retry (Tickets) — Booking sidebar tab load failures |
| Sales Overview popover Failed to load free units | Day/bar popover only — charts still loaded | Close popover or pick another day — not whole-module failure |
| Opened booking from alert but one tab red | Tab-scoped slice failed | Booking sidebar tab load failures — Payment Plan may still work |
/settings/support or drawer cannot load tickets | Same data layer as directory lists | Using in-app support — Inbox load failures |
| Question | Whole-module directory | Tab inside one booking |
|---|---|---|
| Where does it fail? | Bookings / Tenants / Notifications list card | Communication or Tickets inside sidebar |
| Recovery control | Retry / Try again on list card | Refresh (Communication) or Retry (Tickets) |
| Other tabs still work? | Whole module blocked until retry | Contract Info / Payment Plan stay usable |
| Audit → Manual Blocks first-fetch fails during hygiene pass | Step 1 — Retry on Failed to load manual blocks. — not an empty portfolio | Manual block hygiene — Directory list load failures |
| Bookings Timeline Gantt won't load before overlap check | /bookings/timeline axis or bars first-fetch failed | Retry on chart — not list-card Retry — see Bookings — Timeline load failures |
| Bookings list fails before opening cancel workflow | Whole-module Retry — not Communication tab Refresh inside one booking | Cancelling a Booking — Directory list load failures |
| Departure-week Bookings / Operations list will not load | Step 1 — Retry before assuming zero departures | Managing a Check-out — Directory list load failures |
| Listings portfolio fails on go-live verification | Step 7 — Retry — distinct from zero-row empty state on new inventory | Onboarding a New Property — Directory list load failures |
| Bookings or /notifications fails before import triage | Step 1 — Retry / Try again before duplicate cleanup | Processing a New Booking — Directory list load failures |
| Utilities tab first-fetch fails during bill entry | Step 2 — tab Retry — not zero-row empty ledger | Entering Monthly Utility Bills — Directory list load failures |
| Finance / Bookings / Tenants lists fail on collections triage | Step 1 — Retry before assuming zero arrears | Handling a Late Payment — Directory list load failures |
| Operations → Check-in & Check-out fails on arrival week | Step 1 — Retry — not "no arrivals this week" | Managing a Check-in — Directory list load failures |
| /notifications list fails before inbox triage | Step 2 — Try again before Step 4 row-click | Notification triage — Directory list load failures |
| Lists fail after lockout password recovery | Step 3 → hub Lockout catch-up | Resetting a Management User Password — Directory list load failures |
| /settings/support or drawer cannot load tickets | Support inbox (full page) — Retry — same data layer as drawer | Using in-app support — Directory list load failures |
| Analytics workspace or Dashboard / Finance lists fail during month-end sign-off | Step 7 — Retry / Try again before investor numbers — pair Step 1 Analytics Try again | Portfolio KPI review — Directory list load failures |
Pair with FAQ — Directory list load failures hub, Glossary — Directory list load failures hub, FAQ — Directory list load failures, FAQ — Communication or Tickets load failure, FAQ — Booking sidebar tab load failures hub, Glossary — Directory list load failures, Glossary — Booking detail sidebar tab load failures, Glossary — Settings and profile load failures, Using in-app support — Inbox load failures, and Booking sidebar tab load failures. Per-guide mesh: Manual block hygiene — Directory list load failures, Cancelling a Booking — Directory list load failures, Managing a Check-out — Directory list load failures, Onboarding a New Property — Directory list load failures, Processing a New Booking — Directory list load failures, Entering Monthly Utility Bills — Directory list load failures, Handling a Late Payment — Directory list load failures, Managing a Check-in — Directory list load failures, Notification triage — Directory list load failures, Resetting a Management User Password — Directory list load failures, Using in-app support — Directory list load failures, Portfolio KPI review — Directory list load failures. The habit matrix row above lists module anchors.
Booking sidebar tab load failures
Inside an open booking, Communication and Tickets load independently — a tab error does not block Contract Info, Payment Plan, or Deposit.
| Symptom | Tab | Recovery |
|---|---|---|
| Could not load messages — Something went wrong loading the conversation | Communication | Refresh in the booking sidebar header toolbar |
| Could not load tickets. Try again. on red banner | Tickets | Retry on the banner inside the tab |
| Payment Plan / Contract Info still work | Other tabs | Keep working — only the failed tab needs retry |
| Refresh / Retry does not recover | Either tab | Close and reopen the booking from the list |
| Whole Bookings list shows Failed to load … | Module directory | Whole-module Retry — Directory list load failures |
| Hold cleanup opened booking but Communication red banner | Step 3 — header Refresh — not whole Bookings list Retry | Manual block hygiene — Booking sidebar tab load failures |
| Cancel settlement needs Payment Plan but Communication failed | Step 2 — switch tabs — Payment Plan may still load | Cancelling a Booking — Booking sidebar tab load failures |
| Departure-week tenant outreach tab fails | Step 6 — Communication Refresh before refund sign-off | Managing a Check-out — Booking sidebar tab load failures |
| Go-live verify opened first booking, Tickets red banner | Step 7 — tab Retry — other sidebar tabs stay usable | Onboarding a New Property — Booking sidebar tab load failures |
| Contract follow-up thread won't load on new import | Step 4 — Communication Refresh — not list-card Retry | Processing a New Booking — Booking sidebar tab load failures |
| Collections outreach Communication tab red on Step 3 | Step 3 — header Refresh — Payment Plan may still load | Handling a Late Payment — Booking sidebar tab load failures |
| Arrival-week tenant Q&A tab fails before key handover | Step 4 — Communication Refresh — not whole Bookings list Retry | Managing a Check-in — Booking sidebar tab load failures |
| Utility overage dispute thread won't load on Step 4 | Step 4 — Communication Refresh with Payment Plan visible | Entering Monthly Utility Bills — Booking sidebar tab load failures |
| Payment alert row-click opened booking but one tab red | Step 4 — tab Refresh / Retry — not /notifications Try again | Notification triage — Booking sidebar tab load failures |
| Lockout catch-up opened booking but Communication failed | Step 3 — tab-scoped Refresh during backlog mesh | Resetting a Management User Password — Booking sidebar tab load failures |
| Tab Refresh / Retry never recovers after connectivity returns | New Support Ticket modal — Bookings module + booking URL screenshot | Using in-app support — Booking sidebar tab load failures |
Pair with FAQ — Booking sidebar tab load failures hub, Glossary — Booking sidebar tab load failures hub, FAQ — Communication or Tickets load failure, FAQ — Directory list load failures hub, Directory list load failures (whole Bookings list Retry — not tab-scoped), Glossary — Booking detail sidebar tab load failures, Bookings — Sidebar tab load failures, WhatsApp per-booking messaging (Communication load error vs normal thread), Notification triage — Step 4, Handling a Late Payment — Step 3, Managing a Check-in, and Managing a Check-out. Per-guide mesh: Manual block hygiene — Booking sidebar tab load failures, Cancelling a Booking — Booking sidebar tab load failures, Managing a Check-out — Booking sidebar tab load failures, Onboarding a New Property — Booking sidebar tab load failures, Processing a New Booking — Booking sidebar tab load failures, Handling a Late Payment — Booking sidebar tab load failures, Managing a Check-in — Booking sidebar tab load failures, Entering Monthly Utility Bills — Booking sidebar tab load failures, Notification triage — Booking sidebar tab load failures, Resetting a Management User Password — Booking sidebar tab load failures, Using in-app support — Booking sidebar tab load failures. The habit matrix row above lists workflow anchors.
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 |
Pair with FAQ — Finance debt receivables triage hub, Glossary — Finance debt receivables triage hub, Payment alert to receivables triage (upstream Notification triage — Step 4 on Payments alerts), Handling a Late Payment collections hub (full collections workflow after triage surfaces), FAQ — Handling a Late Payment hub, Reject/revert mistaken receipts (Revert approved duplicates before Top debtors collections — bookings-detail-transactions-revert-modal-info-banner.png), Pending manual receipt approval (amber Pending chip before Top debtors sign-off), FAQ — Bookings that owe money, Glossary — Finance Debt Aging, Portfolio KPI review — Step 7, and Handling a Late Payment — Step 1. The habit matrix below lists per-guide anchors across all twelve operator workflows that routinely need receivables triage before collections, settlement, or support escalation.
| Situation | Action | Per-guide anchor |
|---|---|---|
| Confirmation charges unpaid before portfolio triage | Booking Payment Plan on Step 5 / Step 6 — not Top debtors until confirmation settled | Processing a New Booking — Finance debt receivables triage |
| Pre-cancel rent arrears on settlement booking | Debt Aging / Top debtors on Step 2 before Issue credit notes on invoiced lines | Cancelling a Booking — Finance debt receivables triage |
| Move-in charges unpaid before key handover | Payment Plan on Step 3 — pair Debt Aging only after Pending manual receipt approval clears | Managing a Check-in — Finance debt receivables triage |
| Departure-week arrears block deposit refund | Debt Aging on Step 6 before Ready To Refund — hub: Check-out collections before refund | Managing a Check-out — Finance debt receivables triage |
| Utility overage In Debt after bill cycle | Contract Values → In Debt on Step 4 — hub: Utility overage collections | Entering Monthly Utility Bills — Finance debt receivables triage |
| Collections outreach before portfolio rank | Debt Aging on Step 1 after Pending manual receipt approval clears — hub: Handling a Late Payment collections hub | Handling a Late Payment — Finance debt receivables triage |
| Month-end Top debtors / Dashboard Total Debt sign-off | Debt Aging on Step 7 after amber Pending queue clears | Portfolio KPI review — Finance debt receivables triage |
| Payment overdue alert row-click before bulk mark-read | Step 4 → Debt Aging — hub: Payment alert to receivables triage | Notification triage — Finance debt receivables triage |
| Phantom debt after calendar hold cleanup | Reconcile Top debtors on Step 5 after holds cleared — not collections until ledger is clean | Manual block hygiene — Finance debt receivables triage |
| First portfolio receivables after property go-live | Debt Aging when first confirmation settles — pair Step 7 verification | Onboarding a New Property — Finance debt receivables triage |
| Support ticket: Total Debt still high | Self-serve triage surfaces before filing — clear Pending first | Using in-app support — Finance debt receivables triage |
| Lockout-delayed receivables backlog | Catch up Total Debt after Step 3 before KPI sign-off | Resetting a Management User Password — Finance debt receivables triage |
Per-guide mesh: Processing a New Booking — Finance debt receivables triage, Cancelling a Booking — Finance debt receivables triage, Managing a Check-in — Finance debt receivables triage, Managing a Check-out — Finance debt receivables triage, Entering Monthly Utility Bills — Finance debt receivables triage, Handling a Late Payment — Finance debt receivables triage, Portfolio KPI review — Finance debt receivables triage, Notification triage — Finance debt receivables triage, Manual block hygiene — Finance debt receivables triage, Onboarding a New Property — Finance debt receivables triage, Using in-app support — Finance debt receivables triage, Resetting a Management User Password — Finance debt receivables triage. Uncovered Debt KPI per-guide mesh: Processing a New Booking — Uncovered Debt KPI, Cancelling a Booking — Uncovered Debt KPI, Managing a Check-in — Uncovered Debt KPI, Managing a Check-out — Uncovered Debt KPI, Entering Monthly Utility Bills — Uncovered Debt KPI, Handling a Late Payment — Uncovered Debt KPI, Portfolio KPI review — Uncovered Debt KPI, Notification triage — Uncovered Debt KPI, Manual block hygiene — Uncovered Debt KPI, Onboarding a New Property — Uncovered Debt KPI, Using in-app support — Uncovered Debt KPI, Resetting a Management User Password — Uncovered Debt KPI. Finance Income status drill-down per-guide mesh: Processing a New Booking — Finance Income status drill-down, Cancelling a Booking — Finance Income status drill-down, Managing a Check-in — Finance Income status drill-down, Managing a Check-out — Finance Income status drill-down, Entering Monthly Utility Bills — Finance Income status drill-down, Handling a Late Payment — Finance Income status drill-down, Portfolio KPI review — Finance Income status drill-down, Notification triage — Finance Income status drill-down, Manual block hygiene — Finance Income status drill-down, Onboarding a New Property — Finance Income status drill-down, Using in-app support — Finance Income status drill-down, Resetting a Management User Password — Finance Income status drill-down.. Cash flow forecast drill-down per-guide mesh: Processing a New Booking — Cash flow forecast drill-down, Cancelling a Booking — Cash flow forecast drill-down, Managing a Check-in — Cash flow forecast drill-down, Managing a Check-out — Cash flow forecast drill-down, Entering Monthly Utility Bills — Cash flow forecast drill-down, Handling a Late Payment — Cash flow forecast drill-down, Portfolio KPI review — Cash flow forecast drill-down, Notification triage — Cash flow forecast drill-down, Manual block hygiene — Cash flow forecast drill-down, Onboarding a New Property — Cash flow forecast drill-down, Using in-app support — Cash flow forecast drill-down, Resetting a Management User Password — Cash flow forecast drill-down.
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 |
Pair with FAQ — Uncovered Debt KPI hub, Glossary — Uncovered Debt hub, Finance debt receivables triage, FAQ — Dashboard Total Debt subtitle, Portfolio KPI review — Step 7, and Handling a Late Payment — Step 1.
Per-guide mesh: Processing a New Booking — Uncovered Debt KPI, Cancelling a Booking — Uncovered Debt KPI, Managing a Check-in — Uncovered Debt KPI, Managing a Check-out — Uncovered Debt KPI, Entering Monthly Utility Bills — Uncovered Debt KPI, Handling a Late Payment — Uncovered Debt KPI, Portfolio KPI review — Uncovered Debt KPI, Notification triage — Uncovered Debt KPI, Manual block hygiene — Uncovered Debt KPI, Onboarding a New Property — Uncovered Debt KPI, Using in-app support — Uncovered Debt KPI, Resetting a Management User Password — Uncovered Debt KPI.
Finance 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) |
| 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 |
Pair with FAQ — Finance Income status drill-down, FAQ — Finance Income status drill-down hub, Glossary — Finance Income status drill-down hub, Glossary — Finance income status, Finance debt receivables triage (four-surface habit matrix above), FAQ — Bookings that owe money, and Finance > Income status drill-down.
Per-guide mesh: Processing a New Booking — Finance Income status drill-down, Cancelling a Booking — Finance Income status drill-down, Managing a Check-in — Finance Income status drill-down, Managing a Check-out — Finance Income status drill-down, Entering Monthly Utility Bills — Finance Income status drill-down, Handling a Late Payment — Finance Income status drill-down, Portfolio KPI review — Finance Income status drill-down, Notification triage — Finance Income status drill-down, Manual block hygiene — Finance Income status drill-down, Onboarding a New Property — Finance Income status drill-down, Using in-app support — Finance Income status drill-down, Resetting a Management User Password — Finance Income status drill-down.. Cash flow forecast drill-down per-guide mesh: Processing a New Booking — Cash flow forecast drill-down, Cancelling a Booking — Cash flow forecast drill-down, Managing a Check-in — Cash flow forecast drill-down, Managing a Check-out — Cash flow forecast drill-down, Entering Monthly Utility Bills — Cash flow forecast drill-down, Handling a Late Payment — Cash flow forecast drill-down, Portfolio KPI review — Cash flow forecast drill-down, Notification triage — Cash flow forecast drill-down, Manual block hygiene — Cash flow forecast drill-down, Onboarding a New Property — Cash flow forecast drill-down, Using in-app support — Cash flow forecast drill-down, Resetting a Management User Password — Cash flow forecast drill-down.
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 |
Pair with FAQ — Cash flow forecast drill-down, FAQ — Cash flow forecast drill-down hub, Glossary — Cash flow forecast drill-down hub, Glossary — Cash flow forecast (Finance Overview), Finance Income status drill-down, Dashboard — Cash Flow Forecast, and Finance > Income chart and cash flow forecast.
Per-guide mesh: Processing a New Booking — Cash flow forecast drill-down, Cancelling a Booking — Cash flow forecast drill-down, Managing a Check-in — Cash flow forecast drill-down, Managing a Check-out — Cash flow forecast drill-down, Entering Monthly Utility Bills — Cash flow forecast drill-down, Handling a Late Payment — Cash flow forecast drill-down, Portfolio KPI review — Cash flow forecast drill-down, Notification triage — Cash flow forecast drill-down, Manual block hygiene — Cash flow forecast drill-down, Onboarding a New Property — Cash flow forecast drill-down, Using in-app support — Cash flow forecast drill-down, Resetting a Management User Password — Cash flow forecast drill-down.
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 |
The habit matrix below lists per-guide anchors across all twelve operator workflows that routinely receive payment overdue or Pending manual in-payment alerts before collections, settlement, or support escalation.
| Situation | Action | Per-guide anchor |
|---|---|---|
| Upcoming confirmation Payment received / payment overdue | Notification triage — Step 4 — contrast Upcoming vs Ongoing — hub: Confirmation alert triage | Processing a New Booking — Payment alert to receivables triage |
| Pre-cancel payment overdue on settlement booking | Step 4 row-click → Debt Aging on Step 2 before void — hub: Cancellation collections before void | Cancelling a Booking — Payment alert to receivables triage |
| Move-in payment overdue / Pending manual in-payment | Step 4 → Payment Plan on Step 3 — not key handover until balance confirms | Managing a Check-in — Payment alert to receivables triage |
| Departure-week payment overdue before deposit refund | Step 4 → Step 6 — hub: Check-out collections before refund | Managing a Check-out — Payment alert to receivables triage |
| Utility payment overdue after monthly bill cycle | Step 4 row-click → overage In Debt on Step 4 — hub: Utility overage collections | Entering Monthly Utility Bills — Payment alert to receivables triage |
| Collections payment overdue before Debt Aging outreach | Step 4 row-click → Step 1 — hub: Handling a Late Payment collections hub | Handling a Late Payment — Payment alert to receivables triage |
| Month-end payment overdue alert batch during KPI sign-off | Step 4 during Step 7 — clear unread after Top debtors | Portfolio KPI review — Payment alert to receivables triage |
| Payment overdue row-click before bulk mark-read | Step 4 → Step 5 — hub anchor | Notification triage — Payment alert to receivables triage |
| Stale payment overdue after calendar hold cleanup | Step 4 row-click after Step 5 hold reconciliation | Manual block hygiene — Payment alert to receivables triage |
| First Payment received / payment overdue after go-live | Step 4 on first confirmation — pair Step 7 verification | Onboarding a New Property — Payment alert to receivables triage |
| Support ticket after payment overdue triage unclear | Self-serve Step 4 mesh before filing | Using in-app support — Payment alert to receivables triage |
| Lockout-delayed payment overdue backlog | Steps 4–5 after Step 3 — hub: Lockout catch-up after password recovery | Resetting a Management User Password — Payment alert to receivables triage |
Per-guide mesh: Processing a New Booking — Payment alert to receivables triage, Cancelling a Booking — Payment alert to receivables triage, Managing a Check-in — Payment alert to receivables triage, Managing a Check-out — Payment alert to receivables triage, Entering Monthly Utility Bills — Payment alert to receivables triage, Handling a Late Payment — Payment alert to receivables triage, Portfolio KPI review — Payment alert to receivables triage, Notification triage — Payment alert to receivables triage, Manual block hygiene — Payment alert to receivables triage, Onboarding a New Property — Payment alert to receivables triage, Using in-app support — Payment alert to receivables triage, Resetting a Management User Password — Payment alert to receivables triage.
Pair with FAQ — Payment alert to receivables triage hub (notifications-row-navigate-to-booking-detail.png, notifications-row-navigation-flow.mp4, finance-overview-debt-aging-walkthrough-flow.mp4), Glossary — Payment alert to receivables triage, Glossary — Payment alert to receivables triage hub, FAQ — Payment alert to receivables triage, FAQ — Finance debt receivables triage hub, FAQ — Handling a Late Payment hub, Utility overage collections (utility-type In Debt after alert row-click), Cancellation collections before void (pre-cancel rent arrears from payment overdue alerts), Notification row-click navigation, Pending manual receipt approval (Pending before Debt Aging), Reject/revert mistaken receipts (Revert duplicates before Top debtors), Handling a Late Payment collections hub, Glossary — Payment notification (operator), and Portfolio KPI review — Dashboard Total Debt subtitle. Full workflows: notification-triage-section-cross-reference · handling-a-late-payment-section-cross-reference.
- Glossary — Payment alert to receivables triage hub — Surface table + per-guide/module mesh reciprocal hub
- FAQ — Payment alert to receivables triage hub — Symptom table + per-guide/module mesh reciprocal hub
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 |
Pair with FAQ — Occupancy KPI to block hygiene handoff hub, Glossary — Occupancy KPI to block hygiene handoff hub (surface table + module mesh), FAQ — Analytics (KPI workspace) hub, Portfolio segmentation by tenant category (when segment — not holds — explains the dip), Glossary — Vacant Unit Preference, Glossary — Manual unavailability (manual block), Audit module, and Portfolio KPI review — Step 7 (month-end sign-off after holds clear). Per-guide mesh: Portfolio KPI review — Occupancy KPI to block hygiene handoff, Manual block hygiene — Occupancy KPI to block hygiene handoff, Processing a New Booking — Occupancy KPI to block hygiene handoff, Onboarding a New Property — Occupancy KPI to block hygiene handoff, Managing a Check-in — Occupancy KPI to block hygiene handoff, Managing a Check-out — Occupancy KPI to block hygiene handoff, Cancelling a Booking — Occupancy KPI to block hygiene handoff, Entering Monthly Utility Bills — Occupancy KPI to block hygiene handoff, Notification triage — Occupancy KPI to block hygiene handoff, Resetting a Management User Password — Occupancy KPI to block hygiene handoff, Using in-app support — Occupancy KPI to block hygiene handoff, Handling a Late Payment — Occupancy KPI to block hygiene handoff. Full workflows: portfolio-kpi-review-section-cross-reference · manual-block-hygiene-section-cross-reference.
- Glossary — Occupancy KPI to block hygiene handoff hub — Surface table + per-guide/module mesh reciprocal hub
- FAQ — Occupancy KPI to block hygiene handoff hub — Symptom table + per-guide/module mesh reciprocal hub
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 |
Pair with FAQ — Processing a New Booking hub, FAQ — Managing a Check-in hub, Property setup to first arrival handoff (downstream arrival week on new inventory), Confirmation alert triage (first Booking created / Payment received alerts), Confirmation to check-in handoff (portal gates after first booking), Setup sequence after go-live (steps 13–15 + Step 7), Glossary — Tenant category, and Portfolio KPI review — Step 7 (first-month baseline). Full workflows: onboarding-a-new-property-section-cross-reference · processing-a-new-booking-section-cross-reference.
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 |
Pair with FAQ — Managing a Check-in hub, New inventory to first booking handoff (upstream property wizard → first reservation), Confirmation to check-in handoff (portal gates after first booking), Setup sequence after go-live (steps 13–15 + Step 7), Glossary — Tenant category, Glossary — Lifecycle check-in email, and Portfolio KPI review — Step 7 (first-month baseline). Full workflows: onboarding-a-new-property-section-cross-reference · managing-a-check-in-section-cross-reference.
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 |
| Situation | Finish on confirmation workflow | Start on check-in workflow | Per-guide anchor |
|---|---|---|---|
| Canonical upstream portal gates on import | Step 6 — contract + Tenant category + Copy / Impersonate | Step 1 ~7 days before move-in | Processing a New Booking — Confirmation to check-in handoff |
| Arrival ~7 days out, confirmation alerts quiet | Step 6 portal sanity | Step 1 → Step 2 | Managing a Check-in — Confirmation to check-in handoff |
| Alert row-click before arrival-week planning | Step 5b / Step 6 on Step 4 | Step 1 after Step 5 | Notification triage — Confirmation to check-in handoff |
| Unpaid Upcoming move-in charges at handoff boundary | Handling a Late Payment — Step 1 — contrast Ongoing receivables | Step 3 before Step 4 | Handling a Late Payment — Confirmation to check-in handoff |
| Pre-cancel Upcoming stay with imminent move-in | Step 2 — void path ends handoff | N/A — policy Cancel booking on Step 4 | Cancelling a Booking — Confirmation to check-in handoff |
| Same-unit incoming Upcoming during departure week | Processing a New Booking — Step 6 on incoming stay | Managing a Check-in — Step 4 after outgoing Step 2 on shared units | Managing a Check-out — Confirmation to check-in handoff |
| First Upcoming reservation after go-live | Step 7 → Step 6 | Step 1 on first arrival | Onboarding a New Property — Confirmation to check-in handoff |
| Month-end lingering Upcoming backlog | Step 6b during Step 7 | Step 1 after backlog clears | Portfolio KPI review — Confirmation to check-in handoff |
| Stale Upcoming after hold cleanup | Step 6 on Step 5 | Step 1 after portal gates | Manual block hygiene — Confirmation to check-in handoff |
| Month-end confirmation Pending during utility bill cycle | Step 6b | Step 3b for move-in week — distinct bucket | Entering Monthly Utility Bills — Confirmation to check-in handoff |
| Lockout-delayed Upcoming confirmation backlog | Step 6 / Step 5b after Step 3 catch-up | Step 1 after backlog clears | Resetting a Management User Password — Confirmation to check-in handoff |
| Portal Copy / Impersonate blocked after confirmation checks | Step 6 checklist first | Step 6 only after category + receipts correct | Using in-app support — Confirmation to check-in handoff |
Pair with FAQ — Processing a New Booking hub, FAQ — Managing a Check-in hub, FAQ — Confirmation to check-in handoff (symptom table + per-guide mesh), Glossary — Confirmation to check-in handoff hub (surface table + module mesh), Confirmation alert triage (alert-driven entry before Step 6 portal checks — notifications-row-navigation-flow.mp4), New inventory to first booking handoff (first Upcoming reservation on new property), Pending manual receipt approval (Steps 5b / 3b approval mesh — finance-transactions-pending-pill.png), Payment alert to receivables triage (contrast Ongoing/Ended payment overdue vs Upcoming confirmation alerts), Handling a Late Payment collections hub (unpaid move-in charges), Portfolio KPI review — Step 7 (month-end sign-off), and Glossary — Lifecycle check-in email. Per-guide mesh: Processing a New Booking — Confirmation to check-in handoff, Managing a Check-in — Confirmation to check-in handoff, Notification triage — Confirmation to check-in handoff, Handling a Late Payment — Confirmation to check-in handoff, Cancelling a Booking — Confirmation to check-in handoff, Managing a Check-out — Confirmation to check-in handoff, Onboarding a New Property — Confirmation to check-in handoff, Portfolio KPI review — Confirmation to check-in handoff, Manual block hygiene — Confirmation to check-in handoff, Entering Monthly Utility Bills — Confirmation to check-in handoff, Resetting a Management User Password — Confirmation to check-in handoff, Using in-app support — Confirmation to check-in handoff. Full workflows: processing-a-new-booking-section-cross-reference · managing-a-check-in-section-cross-reference.
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 |
| Situation | Action | Per-guide anchor |
|---|---|---|
| Stale Upcoming Booking created after hold cleanup | Step 5 — row-click → Step 5b before bulk-clear | Manual block hygiene — Confirmation alert triage |
| Upcoming payment overdue on cancel settlement booking | Step 2 — Payment Plan before void — hub: Cancellation collections before void | Cancelling a Booking — Confirmation alert triage |
| Stale Upcoming alert on departure-week booking | Step 6 — contrast Upcoming vs Ongoing payment overdue | Managing a Check-out — Confirmation alert triage |
| First Booking created / Payment received after go-live | Step 7 — row-click → Step 6 | Onboarding a New Property — Confirmation alert triage |
| Upcoming confirmation alert row-click before bulk mark-read | Step 5b / Step 6 — hub: Notification triage — Step 4 | Processing a New Booking — Confirmation alert triage |
| Upcoming payment overdue on confirmation stay | Step 1 — contrast Upcoming vs Ongoing — hub: Payment alert to receivables triage | Handling a Late Payment — Confirmation alert triage |
| Stale Upcoming alert ~7 days before move-in | Step 3 — finish Step 6 before Step 4 | Managing a Check-in — Confirmation alert triage |
| Month-end lingering confirmation Pending on utility review | Step 6b mesh during Step 7 | Entering Monthly Utility Bills — Confirmation alert triage |
| Booking created / Payment received row-click before bulk-clear | Step 4 → Step 5b / Step 6 → Step 5 | Notification triage — Confirmation alert triage |
| Lingering Upcoming alerts inflate month-end Total Debt | Step 7 — Step 6b before sign-off | Portfolio KPI review — Confirmation alert triage |
| Lockout-delayed Upcoming confirmation backlog | Step 3 — row-click each Booking created / Payment received before bulk-clear | Resetting a Management User Password — Confirmation alert triage |
| Row-click or Approve blocked after confirmation alert | New Support Ticket modal — Notifications module + /notifications screenshot | Using in-app support — Confirmation alert triage |
Pair with FAQ — Confirmation alert triage hub (notifications-row-navigate-to-booking-detail.png, bookings-detail-transactions-approve-payment-modal.png, notifications-row-navigation-flow.mp4), Glossary — Confirmation alert triage, Glossary — Confirmation alert triage hub, FAQ — Confirmation alert triage, FAQ — Processing a New Booking hub, FAQ — Managing a Check-in hub, Notification row-click navigation, Pending manual receipt approval (bookings-detail-transactions-approve-payment-modal.png, finance-transactions-pending-pill.png), Confirmation to check-in handoff (downstream arrival week — bookings-detail-contract-method-of-payments.png, workflows-operations-check-in-out-planning-view.png), New inventory to first booking handoff (first Booking created alert), Payment alert to receivables triage (contrast Upcoming confirmation vs Ongoing receivables alerts), Handling a Late Payment collections hub (unpaid confirmation charges), and Portfolio KPI review — Step 7 (month-end Step 6b mesh). Per-guide mesh: Manual block hygiene — Confirmation alert triage, Cancelling a Booking — Confirmation alert triage, Managing a Check-out — Confirmation alert triage, Onboarding a New Property — Confirmation alert triage, Processing a New Booking — Confirmation alert triage, Handling a Late Payment — Confirmation alert triage, Managing a Check-in — Confirmation alert triage, Entering Monthly Utility Bills — Confirmation alert triage, Notification triage — Confirmation alert triage, Portfolio KPI review — Confirmation alert triage, Resetting a Management User Password — Confirmation alert triage, Using in-app support — Confirmation alert triage. Full workflows: notification-triage-section-cross-reference · processing-a-new-booking-section-cross-reference.
- Glossary — Confirmation alert triage hub — Surface table + per-guide/module mesh reciprocal hub
- FAQ — Confirmation alert triage hub — Symptom table + per-guide/module mesh reciprocal hub
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 |
Pair with FAQ — Managing a Check-in hub, FAQ — Managing a Check-out hub, FAQ — Check-in to check-out handoff (symptom table + per-guide mesh), Glossary — Check-in to check-out handoff hub (surface table + module mesh), Same-day turnover coordination (shared-unit one-day handover matrix), Glossary — Same-day turnover coordination hub (surface table + module mesh), FAQ — Same-day turnovers, Partly collected security deposit, Deposit missing on Finance Deposits, Entering Monthly Utility Bills — Step 4 (final overages), Portfolio KPI review — Step 7 (month-end sign-off), , Glossary — Same-day turnover coordination hub (surface table + module mesh), and Glossary — Same-day turnover. Per-guide mesh: Notification triage — Check-in to check-out handoff, Onboarding a New Property — Check-in to check-out handoff, Cancelling a Booking — Check-in to check-out handoff, Manual block hygiene — Check-in to check-out handoff, Using in-app support — Check-in to check-out handoff, Resetting a Management User Password — Check-in to check-out handoff, Processing a New Booking — Check-in to check-out handoff, Managing a Check-in — Check-in to check-out handoff, Managing a Check-out — Check-in to check-out handoff, Handling a Late Payment — Check-in to check-out handoff, Entering Monthly Utility Bills — Check-in to check-out handoff, Portfolio KPI review — Check-in to check-out handoff. Full workflows: managing-a-check-in-section-cross-reference · managing-a-check-out-section-cross-reference.
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 |
| 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 | 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 |
Pair with FAQ — Same-day turnovers, FAQ — Managing a Check-in hub, FAQ — Managing a Check-out hub, Check-in to check-out handoff (mid-stay → departure week), Confirmation to check-in handoff (upstream Upcoming imports), Manual block hygiene (calendar holds after Ended), Glossary — Same-day turnover coordination hub (surface table + module mesh), and Glossary — Same-day turnover. Per-guide mesh: Managing a Check-in — Same-day turnover coordination, Managing a Check-out — Same-day turnover coordination, Processing a New Booking — Same-day turnover coordination, Onboarding a New Property — Same-day turnover coordination, Cancelling a Booking — Same-day turnover coordination, Entering Monthly Utility Bills — Same-day turnover coordination, Manual block hygiene — Same-day turnover coordination, Notification triage — Same-day turnover coordination, Portfolio KPI review — Same-day turnover coordination, Resetting a Management User Password — Same-day turnover coordination, Using in-app support — Same-day turnover coordination, Handling a Late Payment — Same-day turnover coordination. Full workflows: managing-a-check-in-section-cross-reference · managing-a-check-out-section-cross-reference.
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 |
The habit matrix below lists per-guide anchors across operator workflows that routinely verify final utility overages before deposit release — distinct from mid-stay Utility overage collections and rent Check-out collections before refund.
Per-guide mesh: Notification triage — Check-out final utilities handoff, Onboarding a New Property — Check-out final utilities handoff, Cancelling a Booking — Check-out final utilities handoff, Manual block hygiene — Check-out final utilities handoff, Using in-app support — Check-out final utilities handoff, Resetting a Management User Password — Check-out final utilities handoff, Processing a New Booking — Check-out final utilities handoff, Managing a Check-in — Check-out final utilities handoff, Managing a Check-out — Check-out final utilities handoff, Handling a Late Payment — Check-out final utilities handoff, Entering Monthly Utility Bills — Check-out final utilities handoff, Portfolio KPI review — Check-out final utilities handoff.
Pair with FAQ — Entering Monthly Utility Bills hub, FAQ — Managing a Check-out hub, FAQ — Handling a Late Payment hub, Utility overage collections (mid-stay and month-end overage arrears — not only departure week), Check-out collections before refund (rent/fee arrears on the same booking), Pending manual receipt approval (Step 4b / Step 6b mesh), Glossary — End-of-Booking cost split, Entering Monthly Utility Bills — Step 5 (Missing gaps), and Portfolio KPI review — Step 7 (month-end sign-off). Full workflows: managing-a-check-out-section-cross-reference · entering-monthly-utility-bills-section-cross-reference.
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 |
The habit matrix below lists per-guide anchors across operator workflows that routinely triage utility overage lines after bill posting — distinct from rent Cancellation collections before void and departure-week Check-out final utilities handoff.
Per-guide mesh: Notification triage — Utility overage collections, Onboarding a New Property — Utility overage collections, Cancelling a Booking — Utility overage collections, Manual block hygiene — Utility overage collections, Using in-app support — Utility overage collections, Resetting a Management User Password — Utility overage collections, Processing a New Booking — Utility overage collections, Managing a Check-in — Utility overage collections, Managing a Check-out — Utility overage collections, Handling a Late Payment — Utility overage collections, Entering Monthly Utility Bills — Utility overage collections, Portfolio KPI review — Utility overage collections.
Pair with FAQ — Entering Monthly Utility Bills hub, FAQ — Handling a Late Payment hub, Check-out final utilities handoff (departure-week subset), Cancellation collections before void (rent arrears on Canceled stays — not utility overage mesh), Handling a Late Payment collections hub (portfolio triage surfaces), Pending manual receipt approval (Step 4b / Step 6b mesh), and Glossary — End-of-Booking cost split. Full workflows: entering-monthly-utility-bills-section-cross-reference · handling-a-late-payment-section-cross-reference.
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 |
The habit matrix below lists per-guide anchors across operator workflows that routinely clear rent/fee arrears before deposit release — distinct from utility Check-out final utilities handoff and duplicate Check-out ledger cleanup before refund.
Per-guide mesh: Notification triage — Check-out collections before refund, Onboarding a New Property — Check-out collections before refund, Cancelling a Booking — Check-out collections before refund, Manual block hygiene — Check-out collections before refund, Using in-app support — Check-out collections before refund, Resetting a Management User Password — Check-out collections before refund, Processing a New Booking — Check-out collections before refund, Managing a Check-in — Check-out collections before refund, Managing a Check-out — Check-out collections before refund, Handling a Late Payment — Check-out collections before refund, Entering Monthly Utility Bills — Check-out collections before refund, Portfolio KPI review — Check-out collections before refund. Pair with FAQ — Managing a Check-out hub, FAQ — Handling a Late Payment hub, Check-out ledger cleanup before refund (duplicate departure transfers — not rent arrears), Handling a Late Payment collections hub (portfolio triage surfaces), Pending manual receipt approval (Step 4b / Step 6b mesh), Partly collected security deposit (deposit vs rent), and Glossary — Deposit lifecycle status. Full workflows: managing-a-check-out-section-cross-reference · handling-a-late-payment-section-cross-reference.
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 |
The habit matrix below lists per-guide anchors across operator workflows that routinely clear duplicate departure transfers before deposit release — distinct from rent Check-out collections before refund and utility Check-out final utilities handoff.
| Situation | Action | Per-guide anchor |
|---|---|---|
| Two identical final transfers, one pending | Reject payment / Reject selected — Reject/revert mistaken receipts | Pending manual receipt approval |
| Two identical transfers, both approved | Revert payment on duplicate — same hub | Managing a Check-out — Step 6 before Step 5 |
| Ready to Refund blocked despite tenant paid | Revert duplicate on Transactions | Managing a Check-out — Step 6 |
| Est. Refund inflated by duplicate | Revert duplicate receipt | Step 5 net of real charges only |
| Amber Pending shows two identical transfers | Reject selected on Finance ledger | Step 6b |
| Duplicate Pending manual in-payment alert during departure week | Step 4 row-click → Reject selected before Approve both (finance-transactions-bulk-reject-selected-bar.png) | Notification triage — Check-out ledger cleanup before refund |
| Duplicate departure transfer on first go-live booking | Step 7 → Reject / Revert on booking Transactions before Managing a Check-out — Step 5 | Onboarding a New Property — Check-out ledger cleanup before refund |
| Duplicate settlement transfer during cancel settlement (tenant paid once) | Step 2 → Reject/revert mistaken receipts before Step 4 | Cancelling a Booking — Check-out ledger cleanup before refund |
| Phantom duplicate In Debt after calendar hold cleanup | Step 5 — Revert approved duplicate, not collections outreach | Manual block hygiene — Check-out ledger cleanup before refund |
| Support ticket — tenant paid but Ready To Refund blocked (duplicate) | Self-serve Reject / Revert on Transactions before New Support Ticket modal | Using in-app support — Check-out ledger cleanup before refund |
| Lockout-delayed duplicate discovery during catch-up | Step 3 → hub Lockout catch-up after password recovery → Revert duplicate | Resetting a Management User Password — Check-out ledger cleanup before refund |
| Duplicate confirmation transfer during confirmation Pending mesh | Step 5b / Step 6b — Reject selected, not Approve both (finance-transactions-bulk-reject-selected-bar.png) | Processing a New Booking — Check-out ledger cleanup before refund |
| Duplicate move-in payment after key handover shows phantom In Debt | Step 4 → Reject / Revert on Transactions — not rent Check-out collections before refund | Managing a Check-in — Check-out ledger cleanup before refund |
| Ready To Refund blocked — canonical duplicate departure transfers | Step 6 / Step 6b → Revert duplicate before Step 5 | Managing a Check-out — Check-out ledger cleanup before refund |
| Tenant paid once — ledger duplicate, not collections outreach | Step 1 — confirm line is duplicate, not arrears — hub Reject/revert mistaken receipts | Handling a Late Payment — Check-out ledger cleanup before refund |
| Duplicate overage transfer mistaken for unpaid utility during bill cycle | Step 4 — Revert duplicate on Transactions, not utility collections | Entering Monthly Utility Bills — Check-out ledger cleanup before refund |
| Month-end duplicate Pending / approved pairs at KPI sign-off | Step 7 — Reject selected / Revert before Debt Aging export (finance-transactions-bulk-reject-selected-bar.png) | Portfolio KPI review — Check-out ledger cleanup before refund |
Per-guide mesh: Notification triage — Check-out ledger cleanup before refund, Onboarding a New Property — Check-out ledger cleanup before refund, Cancelling a Booking — Check-out ledger cleanup before refund, Manual block hygiene — Check-out ledger cleanup before refund, Using in-app support — Check-out ledger cleanup before refund, Resetting a Management User Password — Check-out ledger cleanup before refund, Processing a New Booking — Check-out ledger cleanup before refund, Managing a Check-in — Check-out ledger cleanup before refund, Managing a Check-out — Check-out ledger cleanup before refund, Handling a Late Payment — Check-out ledger cleanup before refund, Entering Monthly Utility Bills — Check-out ledger cleanup before refund, Portfolio KPI review — Check-out ledger cleanup before refund. Pair with FAQ — Managing a Check-out hub, FAQ — Reject/revert mistaken receipts hub, Check-out collections before refund (real arrears vs phantom duplicates), Pending manual receipt approval (Step 6b mesh), Glossary — Credit note (payment reject/revert), and Payment Allocation — Correcting mistaken receipts. Full workflows: managing-a-check-out-section-cross-reference · Reject/revert mistaken receipts.
- FAQ — Check-out ledger cleanup before refund hub — Symptom table + per-guide mesh for phantom In Debt / duplicate departure transfers (
check-out-ledger-cleanup-before-refund-flow.mp4)
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 |
Pair with FAQ — Cancelling a Booking hub, FAQ — Managing a Check-out hub, FAQ — Handling a Late Payment hub, Cancel Booking vs Delete Booking, Portfolio retirement decisions, Cancellation collections before void, Check-out collections before refund, Pending manual receipt approval (Step 2a / Step 6b mesh), and Glossary — Deposit lifecycle status. Full workflows: cancelling-a-booking-section-cross-reference · managing-a-check-out-section-cross-reference.
Hub matrix: Common Workflows — Check-out vs cancellation · Check-out vs cancellation hub · FAQ — Check-out vs cancellation (check-out-vs-cancellation-ended-closure-flow.mp4, workflows-cancel-booking-refund-modal-flow.mp4, bookings-cancel-booking-modal-refund-types.png, bookings-list-canceled-tab.png, bookings-detail-deposit-tab-ready-to-refund-toggle.png). Per-guide mesh: Managing a Check-out — Check-out vs cancellation, Cancelling a Booking — Check-out vs cancellation, Processing a New Booking — Check-out vs cancellation, Managing a Check-in — Check-out vs cancellation, Handling a Late Payment — Check-out vs cancellation, Portfolio KPI review — Check-out vs cancellation, Notification triage — Check-out vs cancellation, Entering Monthly Utility Bills — Check-out vs cancellation, Onboarding a New Property — Check-out vs cancellation, Manual block hygiene — Check-out vs cancellation, Resetting a Management User Password — Check-out vs cancellation, Using in-app support — 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 |
Per-guide mesh: Notification triage — Cancellation collections before void, Onboarding a New Property — Cancellation collections before void, Cancelling a Booking — Cancellation collections before void, Manual block hygiene — Cancellation collections before void, Using in-app support — Cancellation collections before void, Resetting a Management User Password — Cancellation collections before void, Processing a New Booking — Cancellation collections before void, Managing a Check-in — Cancellation collections before void, Managing a Check-out — Cancellation collections before void, Handling a Late Payment — Cancellation collections before void, Entering Monthly Utility Bills — Cancellation collections before void, Portfolio KPI review — Cancellation collections before void. Pair with FAQ — Cancelling a Booking hub, FAQ — Handling a Late Payment hub, Check-out vs cancellation (completed stay vs policy void), Handling a Late Payment collections hub (portfolio triage surfaces), Pending manual receipt approval (Step 2a / Step 4b / Step 6b mesh), Partly collected security deposit (deposit vs rent), and Glossary — Deposit lifecycle status. Full workflows: cancelling-a-booking-section-cross-reference · handling-a-late-payment-section-cross-reference.
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 |
Pair with FAQ — Handling a Late Payment hub, FAQ — Finance debt receivables triage hub, Glossary — Handling a Late Payment collections hub, Payment alert to receivables triage (upstream Notification triage — Step 4 → receivables surfaces), Notification triage (upstream payment overdue alerts), Portfolio KPI review — Step 7 (month-end sign-off), and Glossary — Payment notification (operator). Full workflow: handling-a-late-payment-section-cross-reference.
Hub matrix: Common Workflows — Handling a Late Payment collections hub · Handling a Late Payment collections hub · FAQ — Handling a Late Payment collections hub (finance-overview-income-chart-debt-aging.png, notifications-row-navigate-to-booking-detail.png, finance-overview-debt-aging-walkthrough-flow.mp4, handling-a-late-payment-collections-flow.mp4). Per-guide mesh: API Reference — Handling a Late Payment collections, Account Settings — Handling a Late Payment collections, Processing a New Booking — Handling a Late Payment collections, Cancelling a Booking — Handling a Late Payment collections, Managing a Check-in — Handling a Late Payment collections, Managing a Check-out — Handling a Late Payment collections, Entering Monthly Utility Bills — Handling a Late Payment collections, Handling a Late Payment — Handling a Late Payment collections, Portfolio KPI review — Handling a Late Payment collections, Notification triage — Handling a Late Payment collections, Manual block hygiene — Handling a Late Payment collections, Onboarding a New Property — Handling a Late Payment collections, Using in-app support — Handling a Late Payment collections, Resetting a Management User Password — Handling a Late Payment collections
WhatsApp per-booking messaging
Three surfaces share the same UAZAPI chat 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 |
| Could not load messages on Communication | Tab-scoped fetch failure | Header Refresh — Booking sidebar tab load failures |
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 |
Pair with FAQ — WhatsApp per-booking messaging hub (symptom table + per-guide mesh), Glossary — WhatsApp per-booking messaging hub, FAQ — WhatsApp and email per booking, Notification row-click navigation (message alerts on /notifications vs bell Inbox), Glossary — Notification row navigation, Glossary — Booking Communication tab, Glossary — Bot reasoning (audit), Inbox — Relationship to Bookings Communication, ChatBot settings — Status Bot, Notification triage — Step 2, Handling a Late Payment — Step 3, and Managing a Check-in. The habit matrix below lists per-guide anchors across all twelve operator workflows that routinely use tenant WhatsApp / Communication alongside Inbox triage.
| Situation | Action | Per-guide anchor |
|---|---|---|
New WhatsApp message from … on Dashboard bell | Bell Inbox sub-tab or Tools → Inbox before Step 4 — hub: Confirmation alert triage | Notification triage — WhatsApp per-booking messaging |
| Collections outreach needs Payment Plan visible | Bookings → Communication on Step 3 — not cross-booking Inbox alone | Handling a Late Payment — WhatsApp per-booking messaging |
| Arrival-week tenant questions before key handover | Communication after Step 3 balance check — hub: Confirmation to check-in handoff | Managing a Check-in — WhatsApp per-booking messaging |
| Departure-week deposit / damage threads | Communication during Step 6 — hub: Check-out collections before refund | Managing a Check-out — WhatsApp per-booking messaging |
| Confirmation follow-up after import | Communication on Step 6 — pair bell Inbox on Step 1 | Processing a New Booking — WhatsApp per-booking messaging |
| Cancel void outreach to tenant | Communication before Step 4 — not Delete Booking for policy voids | Cancelling a Booking — WhatsApp per-booking messaging |
| Utility overage tenant questions after bill cycle | Bookings → Communication on Step 4 — hub: Utility overage collections | Entering Monthly Utility Bills — WhatsApp per-booking messaging |
| Month-end tenant message backlog during KPI sign-off | Bell Inbox or Communication during Step 7 before unread cleanup | Portfolio KPI review — WhatsApp per-booking messaging |
| Tenant WhatsApp about blocked calendar dates | Communication after Step 3 — not cross-booking Inbox alone for hold context | Manual block hygiene — WhatsApp per-booking messaging |
| First tenant messaging after property go-live | Communication on Step 7 when ChatBot is connected — pair bell Inbox | Onboarding a New Property — WhatsApp per-booking messaging |
| Support ticket cites tenant WhatsApp thread | Self-serve Tools → Inbox or Communication before New Support Ticket modal | Using in-app support — WhatsApp per-booking messaging |
| Lockout-delayed Inbox / message backlog | Bell Inbox after Step 3 — hub: Lockout catch-up after password recovery | Resetting a Management User Password — WhatsApp per-booking messaging |
Per-guide mesh: Notification triage — WhatsApp per-booking messaging, Handling a Late Payment — WhatsApp per-booking messaging, Managing a Check-in — WhatsApp per-booking messaging, Managing a Check-out — WhatsApp per-booking messaging, Processing a New Booking — WhatsApp per-booking messaging, Cancelling a Booking — WhatsApp per-booking messaging, Entering Monthly Utility Bills — WhatsApp per-booking messaging, Portfolio KPI review — WhatsApp per-booking messaging, Manual block hygiene — WhatsApp per-booking messaging, Onboarding a New Property — WhatsApp per-booking messaging, Using in-app support — WhatsApp per-booking messaging, Resetting a Management User Password — WhatsApp per-booking messaging.
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 |
Pair with FAQ — Bot reasoning (audit) hub (symptom table + per-guide mesh), Glossary — Bot reasoning (audit) hub, Glossary — ChatBot settings hub, ChatBot settings — Bot reasoning audit, Bookings — Communication tab, and Automation & AI — WhatsApp Support.
| Situation | Action | Per-guide anchor |
|---|---|---|
| Wrong bot reply during collections outreach | Reasoning on thread → narrow IF/THEN before more tenant contact | Handling a Late Payment — Bot reasoning (audit) |
| Confirmation-week bot escalated incorrectly | Audit Bot bubble on Step 6 | Processing a New Booking — Bot reasoning (audit) |
| Month-end bot quality review | Sample Communication threads during Step 7 | Portfolio KPI review — Bot reasoning (audit) |
| Support ticket cites unexplained bot reply | Self-serve Reasoning expand before New Support Ticket modal | Using in-app support — Bot reasoning (audit) |
Per-guide mesh: Notification triage — Bot reasoning (audit), Handling a Late Payment — Bot reasoning (audit), Managing a Check-in — Bot reasoning (audit), Managing a Check-out — Bot reasoning (audit), Processing a New Booking — Bot reasoning (audit), Cancelling a Booking — Bot reasoning (audit), Entering Monthly Utility Bills — Bot reasoning (audit), Portfolio KPI review — Bot reasoning (audit), Manual block hygiene — Bot reasoning (audit), Onboarding a New Property — Bot reasoning (audit), Using in-app support — Bot reasoning (audit), Resetting a Management User Password — Bot reasoning (audit).
ChatBot settings
Account Settings → ChatBot configures tenant-facing automation — pair Persona + Special Rules authoring with Bot Status pairing before tenants message you:
| Question | Start here | Notes |
|---|---|---|
| First-time chatbot setup | Persona then Special Rules subtabs | Optional Getting Started step 11 pairing |
| WhatsApp line disconnected | Bot Status — Connect WhatsApp / scan QR | Confirm Connect anyway after the warning countdown; Inbox and Communication stay gated until Connected |
| 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 |
| Symptom | Likely cause | Fix |
|---|---|---|
| Inbox greyed in sidebar | Chatbot not enabled or not paired | Bot Status until Connected |
| Unlock your communication history | isTenantChatBotEnabled false | Contact Vivin; then pair Bot Status |
| Cannot edit rules (read-only message) | Super Admin–managed account | 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 Bot Status |
Pair with FAQ — ChatBot settings hub (symptom table + per-guide mesh), Glossary — ChatBot settings hub, ChatBot settings, Onboarding a New Property — Step 4, Glossary — Bot reasoning (audit) hub, and Inbox — Chatbot gating.
| Situation | Action | Per-guide anchor |
|---|---|---|
| Go-live property needs chatbot rules | Finish Persona + IF/THEN on Step 4 | Onboarding a New Property — ChatBot settings |
| Lockout left Bot Status disconnected | Re-sign-in then Bot Status → Connect WhatsApp after Step 3 | Resetting a Management User Password — ChatBot settings |
| Month-end bot escalation spike | Review IF/THEN during Step 7 | Portfolio KPI review — ChatBot settings |
Per-guide mesh: Onboarding a New Property — ChatBot settings, Notification triage — ChatBot settings, Processing a New Booking — ChatBot settings, Handling a Late Payment — ChatBot settings, Managing a Check-in — ChatBot settings, Managing a Check-out — ChatBot settings, Portfolio KPI review — ChatBot settings, Using in-app support — ChatBot settings, Resetting a Management User Password — ChatBot settings, Cancelling a Booking — ChatBot settings, Entering Monthly Utility Bills — ChatBot settings, Manual block hygiene — ChatBot settings.
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. The habit matrix row above lists every workflow step that routinely surfaces this pattern — Steps 5b, 4b, 3b, 2a, and 6b across operator workflows, plus 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. The habit matrix below lists per-guide anchors across all twelve operator workflows that routinely surface duplicate receipts.
| Situation | Action | Per-guide anchor |
|---|---|---|
| Confirmation duplicate still pending | Reject selected on Step 5b — not Approve both rows | Processing a New Booking — Reject/revert mistaken receipts |
| Collections duplicate during outreach | Reject while pending on Step 4b; Revert if already approved | Handling a Late Payment — Reject/revert mistaken receipts |
| Settlement duplicate before cancel | Reject selected on Step 2a before Issue credit notes on invoiced lines | Cancelling a Booking — Reject/revert mistaken receipts |
| Move-in duplicate before key handover | Reject on Step 3b when two identical transfers sit in amber Pending | Managing a Check-in — Reject/revert mistaken receipts |
| Month-end duplicate discovered during KPI review | Revert approved duplicate — then re-check Debt Aging / Top debtors on Step 7 | Portfolio KPI review — Reject/revert mistaken receipts |
| Departure duplicate before Ready To Refund | Reject selected on Step 6b — not Approve both departure transfers | Managing a Check-out — Reject/revert mistaken receipts |
| Utility overage duplicate during bill cycle | Reject selected on Step 4b when two identical overage transfers sit in amber Pending | Entering Monthly Utility Bills — Reject/revert mistaken receipts |
| Duplicate surfaced from /notifications row-click | Reject while pending on Step 4 after alert triage — do not Approve both rows | Notification triage — Reject/revert mistaken receipts |
| Duplicate found after clearing calendar holds | Revert approved duplicate during Step 5 receivables reconciliation before bulk Issue allocation | Manual block hygiene — Reject/revert mistaken receipts |
| Duplicate confirmation on first go-live booking | Reject selected on Processing a New Booking — Step 5b after Step 7 | Onboarding a New Property — Reject/revert mistaken receipts |
| Credit-note dispute on support ticket | Self-serve Reject / Revert on Transactions first — file ticket only when UI is blocked | Using in-app support — Reject/revert mistaken receipts |
| Duplicate discovered during lockout catch-up | Reject / Revert after Step 3 before KPI sign-off | Resetting a Management User Password — Reject/revert mistaken receipts |
Per-guide mesh: Processing a New Booking — Reject/revert mistaken receipts, Handling a Late Payment — Reject/revert mistaken receipts, Cancelling a Booking — Reject/revert mistaken receipts, Managing a Check-in — Reject/revert mistaken receipts, Portfolio KPI review — Reject/revert mistaken receipts, Managing a Check-out — Reject/revert mistaken receipts, Entering Monthly Utility Bills — Reject/revert mistaken receipts, Notification triage — Reject/revert mistaken receipts, Manual block hygiene — Reject/revert mistaken receipts, Onboarding a New Property — Reject/revert mistaken receipts, Using in-app support — Reject/revert mistaken receipts, Resetting a Management User Password — Reject/revert mistaken receipts.
- FAQ — Reject/revert mistaken receipts hub — Symptom table + per-guide mesh for Reject / Revert / Issue credit notes
- Glossary — Reject/revert mistaken receipts hub — Surface table + per-guide/module mesh reciprocal hub
- 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 |
Pair with FAQ — Deposit lifecycle status hub (finance-deposits-status-cards.png, bookings-detail-deposit-tab.png, bookings-detail-deposit-tab-ready-to-refund-toggle.png, deposit-lifecycle-status-flow.mp4, finance-deposits-tab-mark-refunded-flow.mp4), Glossary — Deposit lifecycle status, Glossary — Deposit lifecycle status hub, Partly collected security deposit (Partial Paid shortfall), Deposit dispute (Disputed freeze), and Deposit missing on Finance Deposits (toolbar window). Per-guide mesh: Processing a New Booking — Deposit lifecycle status, Managing a Check-in — Deposit lifecycle status, Handling a Late Payment — Deposit lifecycle status, Cancelling a Booking — Deposit lifecycle status, Portfolio KPI review — Deposit lifecycle status, Managing a Check-out — Deposit lifecycle status, Notification triage — Deposit lifecycle status, Onboarding a New Property — Deposit lifecycle status, Manual block hygiene — Deposit lifecycle status, Resetting a Management User Password — Deposit lifecycle status, Entering Monthly Utility Bills — Deposit lifecycle status, Using in-app support — Deposit lifecycle status.
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. Per-guide mesh: Processing a New Booking — Partly collected security deposit, Managing a Check-in — Partly collected security deposit, Handling a Late Payment — Partly collected security deposit, Cancelling a Booking — Partly collected security deposit, Portfolio KPI review — Partly collected security deposit, Managing a Check-out — Partly collected security deposit, Entering Monthly Utility Bills — Partly collected security deposit, Notification triage — Partly collected security deposit, Onboarding a New Property — Partly collected security deposit, Manual block hygiene — Partly collected security deposit, Resetting a Management User Password — Partly collected security deposit, Using in-app support — Partly collected security deposit. The habit matrix row above lists workflow steps that routinely surface this pattern — confirmation (Processing a New Booking — Step 5), move-in (Managing a Check-in — Step 3), collections (Handling a Late Payment — Step 1), pre-cancel settlement (Cancelling a Booking — Step 2 / Step 3), month-end sign-off (Portfolio KPI review — Step 7), and lockout catch-up (Lockout catch-up after password recovery). When the Partial paid card is empty but a booking Deposit tab still shows a shortfall, clear the toolbar date range per Deposit missing on Finance Deposits before you assume the portfolio is clean.
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, and Managing a Check-out — Step 5. The habit matrix row above lists workflow steps that routinely surface this pattern — check-out (Managing a Check-out — Step 5), dispute freeze (Cancelling a Booking — Step 3), and month-end sign-off (Portfolio KPI review — Step 7). Per-guide mesh: Managing a Check-out — Deposit missing on Finance Deposits, Cancelling a Booking — Deposit missing on Finance Deposits, Portfolio KPI review — Deposit missing on Finance Deposits, Resetting a Management User Password — Deposit missing on Finance Deposits, Processing a New Booking — Deposit missing on Finance Deposits, Handling a Late Payment — Deposit missing on Finance Deposits, Managing a Check-in — Deposit missing on Finance Deposits, Notification triage — Deposit missing on Finance Deposits, Onboarding a New Property — Deposit missing on Finance Deposits, Entering Monthly Utility Bills — Deposit missing on Finance Deposits, Manual block hygiene — Deposit missing on Finance Deposits, Using in-app support — Deposit missing on Finance Deposits.
Pair with FAQ — Deposit missing on Finance Deposits hub, Glossary — Deposit missing on Finance Deposits hub, Glossary — Finance Deposits date range hub, Partly collected security deposit (Partial paid card empty until range clears), and Lockout catch-up after password recovery (older move-outs missed during lockout).
Hub matrix: Common Workflows — Deposit missing on Finance Deposits · Deposit missing on Finance Deposits hub · FAQ — Deposit missing on Finance Deposits hub (finance-deposits-date-range-toolbar-default.png, finance-deposits-date-range-toolbar-cleared.png, finance-deposits-date-range-clear-flow.mp4, deposit-missing-on-finance-deposits-triage-flow.mp4). Per-guide mesh: Managing a Check-out — Deposit missing on Finance Deposits, Cancelling a Booking — Deposit missing on Finance Deposits, Portfolio KPI review — Deposit missing on Finance Deposits, Resetting a Management User Password — Deposit missing on Finance Deposits, Processing a New Booking — Deposit missing on Finance Deposits, Handling a Late Payment — Deposit missing on Finance Deposits, Managing a Check-in — Deposit missing on Finance Deposits, Notification triage — Deposit missing on Finance Deposits, Onboarding a New Property — Deposit missing on Finance Deposits, Entering Monthly Utility Bills — Deposit missing on Finance Deposits, Manual block hygiene — Deposit missing on Finance Deposits, Using in-app support — Deposit missing on Finance Deposits.
Common Workflows section cross-reference
Use this table when one operator workflow naturally leads into tenant-facing docs, a per-guide section anchor, or a downstream procedure — each row links to the guides you should read before or after the primary workflow. Pair with Workflow cross-reference for inter-guide step pairing. Full hub map: the Finding your way tip at the top of this page.
Use this table when one operator workflow naturally leads into tenant-facing docs, a per-guide section anchor, or a downstream procedure — each row links to the guides you should read before or after the primary workflow.
| Hub topic / workflow | Pair with these docs |
| ------------------------------------------------------------------------------------------------------ | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| At a glance | Per-guide section cross-reference anchors in the table below; Workflow cross-reference for step-to-step pairing; Walkthrough media for MP4 assets |
| Getting Started — Recommended Setup Sequence | Account Settings — Recommended setup order (steps 1–12 tab map), Account Settings — Tab cross-reference (go-live tab pairing), Onboarding a New Property (guided steps 4–12), Onboarding a New Property — Step 7 (go-live verification after steps 13–15), Getting Started — Section cross-reference, Support — Setup sequence escalation (when to file setup tickets), FAQ — Section cross-reference (troubleshooting hub), Glossary — Setup sequence vocabulary (setup labels), Setup sequence after go-live (which workflows follow each setup phase) |
| Onboarding a New Property | Getting Started — Recommended Setup Sequence (steps 1–3 prerequisites; workflow Steps 1–6 mirror setup steps 4–12; finish with setup steps 13–15 then Step 7 — Verify in Listings), Tenant Portal (segment gates before first booking), Tenant MCP — Chatbot configuration (read-only) (get-chatbot-rules, get-chatbot-persona), Tenant MCP — Property, payments, and portal tools (get-portal-links after first reservation), Landlord MCP (portfolio-wide reads), Onboarding — Step 7 (duplicate import cancel + first-booking alert cleanup), Handling a Late Payment — Step 6 (segment arrears on new inventory), Managing a Check-in — Step 6 (first-arrival access blockers), Managing a Check-in — Step 6b (move-in Pending on new inventory), Processing a New Booking — Step 6b (month-end confirmation Pending mesh), Entering Monthly Utility Bills — Step 5 / Step 4b (first bill cycle + overage Pending mesh), Resetting a Management User Password — Step 3 (lockout-delayed go-live; refresh Landlord MCP JWT), Notification triage — Step 6 (first-booking alert row-click blocked), onboarding-a-new-property-section-cross-reference |
| Processing a New Booking | Tenant Portal — Digital contract signing, Tenant MCP (portal links after reservation is live), Onboarding a New Property — Step 7 (first reservation portal gates), Processing a New Booking — Step 6 / Step 6b (portal + month-end Pending escalation mesh), Managing a Check-in — Step 6 / Step 6b (arrival-week mesh after confirmation), Entering Monthly Utility Bills — Step 5 / Step 4b (first bill cycle on new inventory), Resetting a Management User Password — Step 3 (lockout-delayed portal verification; refresh Landlord MCP JWT), Getting Started — Lockout catch-up after password recovery (onboarding mesh entry), Notification triage — Step 4 / Step 5 / Step 6 (booking-created alert catch-up after lockout), Payment Allocation, processing-a-new-booking-section-cross-reference |
| Managing a Check-in | Tenant Portal (access links, Access Lockers), Tenant MCP — Property, payments, and portal tools (get-portal-links, get-dates-and-schedule), Settings > Emails — Lifecycle templates, Managing a Check-in — Step 6 / Step 6b (arrival-week escalation mesh), Onboarding a New Property — Step 7 (first arrivals on newly onboarded inventory), Entering Monthly Utility Bills — Step 5 / Step 6 (first bill cycle after lockout), Resetting a Management User Password — Step 3 (lockout-delayed arrival catch-up), Notification triage — Step 6 (row-click blocked after arrival-week fixes), managing-a-check-in-section-cross-reference |
| Handling a Late Payment | Finance debt receivables triage (Step 1 triage surfaces — Debt Aging / Top debtors), Handling a Late Payment collections hub, FAQ — Handling a Late Payment hub, Tenant Portal — Make payment (Paywall), Notification triage — Step 4 (upstream payment overdue alert), Notifications — Payment overdue alerts, Handling a Late Payment — Step 6b (month-end Pending mesh), handling-a-late-payment-section-cross-reference (finance-overview-income-chart-debt-aging.png, finance-overview-debt-aging-walkthrough-flow.mp4, notifications-row-navigate-to-booking-detail.png) |
| Managing a Check-out & Deposit Refund | Tenant Portal — Payments tab, Tenant MCP — Property, payments, and portal tools (get-payment-info, get-security-deposit-info), Tenant MCP — Booking and contract data (get-dates-and-schedule, get-booking-status, list-bookings-by-email), Payment Allocation, Finance — Deposits, Finance — Issuing credit notes, Entering Monthly Utility Bills — Step 4 (final overages), Managing a Check-out — Step 6 / Step 6b (departure settlement mesh), Managing a Check-out — Step 7 (departure closure mesh), Deposit lifecycle status, deposit dispute, managing-a-check-out-section-cross-reference |
| Cancelling a Booking | Tenant Portal (schedule visibility after cancel), Tenant MCP — Property, payments, and portal tools (get-payment-info, get-security-deposit-info), Tenant MCP — Booking and contract data (get-booking-status), Payment Allocation, Cancelling a Booking — Step 6 (rebook + ticket closure mesh), Cancelling a Booking — Step 6b (cancellation alerts + Pending mesh), Processing a New Booking — Step 6 (portal gates before replacement contract mail), cancelling-a-booking-section-cross-reference |
| Entering Monthly Utility Bills | Tenant Portal (tenant consumption when portal utilities are enabled), Tenant MCP — Property, payments, and portal tools (get-payment-info), Tenant MCP — Maintenance and escalation (notify-landlord), Utilities module, Onboarding a New Property — Step 7 (first bill cycle on new inventory), Entering Monthly Utility Bills — Step 4b (overage Pending mesh), Managing a Check-in — Step 6 (new-inventory arrival context), Resetting a Management User Password — Step 3 (lockout-delayed bill cycle catch-up), entering-monthly-utility-bills-section-cross-reference |
| Notification triage | Tenant Portal, Tenant MCP (booking-scoped context on payment/message alerts), Landlord MCP — Extended account tools (get-booking, list-payments, get-payment, create-manual-payment-in on Payments alerts — Step 4), Notification triage — Step 6 (escalation mesh), Inbox, notification-triage-section-cross-reference |
| Manual block hygiene | Audit module, Portfolio retirement decisions (building Archive vs reservation cleanup), FAQ — Archive a property, Entering Monthly Utility Bills — Step 5 (Missing bill gaps), Manual block hygiene — Step 6 (calendar escalation mesh), Tenant MCP — Booking and contract data (get-listing-calendar), Tenant MCP — Maintenance and escalation (notify-landlord), Landlord MCP — Read-only and intelligence (get-vacant-units-next-month), manual-block-hygiene-section-cross-reference |
| Portfolio KPI review | Analytics, FAQ — Analytics (KPI workspace), Dashboard module, FAQ — Dashboard Total Debt subtitle, FAQ — Uncovered Debt KPI, Finance — Overview, Tenant Portal (online-payment adoption during Step 7), Landlord MCP (portfolio-wide reads), Tenant MCP — Property, payments, and portal tools (get-payment-info), Portfolio KPI review — Step 6 (utility overage / Canceled-stay segment debt), Resetting a Management User Password — Step 3 (lockout-delayed month-end catch-up), portfolio-kpi-review-section-cross-reference |
| Resetting a Management User Password | Getting Started — Accessing the Platform (first login after invite), Getting Started — Lockout catch-up after password recovery (onboarding mesh parity), Landlord MCP — How it connects (JWT refresh after Step 3), Notification triage — Step 4 / Step 5 / Step 6, Processing a New Booking — Step 6 / Step 6b, Managing a Check-in — Step 6 / Step 6b, Cancelling a Booking — Step 6 / Step 6b, Entering Monthly Utility Bills — Step 5 / Step 4b, Portfolio KPI review — Step 7, resetting-a-management-user-password-section-cross-reference |
| Walkthrough media | MP4 walkthroughs beside PNG screenshots | Walkthrough media (recent guides), Modules, Account Settings |
| Lockout catch-up after password recovery | Sign-in restored after password reset; onboarding, alert, or month-end backlog during lockout | FAQ — Management Account Access, Getting Started — Lockout catch-up after password recovery, Resetting a Management User Password — Step 3, Landlord MCP — How it connects, Notification triage — Step 4 / Step 5, Pending manual receipt approval, Partly collected security deposit, Deposit missing on Finance Deposits, Portfolio KPI review — Step 7 (workflows-login-reset-password-link.png, notifications-row-navigate-to-booking-detail.png, finance-transactions-pending-pill.png, finance-deposits-date-range-clear-flow.mp4) |
| Portfolio segmentation by tenant category | FAQ — Finance tenant category filter parity, FAQ — Assign tenant category for direct booking, Glossary — Tenant category, Glossary — Finance tenant category cache refresh, Finance debt receivables triage (segment-scoped Top debtors / Debt Aging), Settings > Tenant categories, Bookings — Other filters, Finance — Tenant category filter, Tenants — Tenant category filter, Portfolio KPI review — Step 6, Handling a Late Payment — Step 1 (bookings-list-other-filters-tenant-category.png, finance-other-filters-tenant-category.png, finance-overview-debt-aging-expanded-bucket.png) | |
| Pending manual receipt approval | Finance debt receivables triage (Total Debt / In debt until Approve), FAQ — Pending manual receipt approval hub, FAQ — Manual receipt still pending, FAQ — Pending manual in-payment on /notifications, Notification row-click navigation, Glossary — Pending manual in-payment, Finance — Pending manual payments, Reject/revert mistaken receipts, Portfolio KPI review — Step 7 (finance-transactions-pending-pill.png, finance-transactions-pending-approve-flow.mp4, finance-overview-income-chart-debt-aging.png) |
| Reject/revert mistaken receipts | Finance debt receivables triage (re-check Top debtors after Revert), FAQ — Reject/revert mistaken receipts hub, FAQ — Reject or revert an incoming payment, FAQ — Finance debt receivables triage hub, Payment Allocation — Correcting mistaken receipts, Pending manual receipt approval, Handling a Late Payment — Step 1, Portfolio KPI review — Step 7 (bookings-detail-transactions-revert-modal-info-banner.png, finance-transactions-bulk-reject-selected-bar.png, finance-overview-income-chart-debt-aging.png, bookings-payment-row-actions-flow.mp4) |
| Payment notification (operator) | Operator payment received / payment overdue email + in-app opt-in layers and row-type triage | FAQ — Payment notification (operator) hub, Glossary — Payment notification (operator) hub, Notification row-click navigation, Pending manual receipt approval, Confirmation alert triage, Payment alert to receivables triage (notifications-row-navigate-to-booking-detail.png, notifications-row-navigation-flow.mp4) |
| Deposit lifecycle status | FAQ — Deposit lifecycle status hub, Glossary — Deposit lifecycle status hub, Glossary — Deposit lifecycle status, Finance — Deposit lifecycle status cards, Bookings — Deposit tab, Partly collected security deposit, Deposit dispute, Deposit missing on Finance Deposits, workflow Steps 5 / 3 / 5 / 7 in the non-linear habits table (finance-deposits-status-cards.png, bookings-detail-deposit-tab.png, bookings-detail-deposit-tab-ready-to-refund-toggle.png, finance-deposits-tab-mark-refunded-flow.mp4) |
| Partly collected security deposit | FAQ — Partly collected security deposit, Glossary — Deposit lifecycle status, Finance — Deposit lifecycle status cards, Bookings — Deposit tab, Deposit missing on Finance Deposits, Lockout catch-up after password recovery, workflow Steps 5 / 3 / 1 / 2 / 7 in the non-linear habits table (finance-deposits-lifecycle-partial-paid-card.png, bookings-detail-deposit-tab-partial-badge.png, finance-deposits-partial-collection-walkthrough.mp4) |
| Deposit missing on Finance Deposits | FAQ — Deposit missing on Finance Deposits, Glossary — Finance Deposits date range, Finance — Deposits tab, Glossary — Deposit dispute, Partly collected security deposit, Lockout catch-up after password recovery, workflow Steps 5 / 3 / 7 in the non-linear habits table (finance-deposits-date-range-toolbar-default.png, finance-deposits-date-range-toolbar-cleared.png, finance-deposits-date-range-clear-flow.mp4) |
| Rent reduction after invoicing | FAQ — Lower rent below invoiced, Bulk Hostkit invoicing (Issue credit notes after external rent relief), Glossary — Invoiced floor (rent), Glossary — Hostkit, Reject/revert mistaken receipts, Bookings — Changing contract dates and rent, Contract Values tab, Finance — Invoiced floor and rent edits, Finance — Issuing credit notes, Portfolio KPI review — Step 7 (bookings-detail-change-monthly-rent-modal.png, bookings-detail-contract-values-invoiced-floor-edit-amount.png, bookings-rent-reduction-invoiced-floor-flow.mp4, finance-transactions-bulk-selection-bar.png) |
| Directory list load failures | FAQ — Directory list load failures, Glossary — Directory list load failures, Booking sidebar tab load failures (tab-scoped vs whole-module recovery), Using in-app support — Inbox load failures, Utilities — Tab load failures, Dashboard — Partial data load failures, Analytics — Layout and controls (notifications-module-load-failure.png, audit-manual-blocks-load-failure.png, dashboard-partial-data-load-failure.png, analytics-kpi-load-failure.png) |
| Booking sidebar tab load failures | FAQ — Communication or Tickets load failure, Directory list load failures (whole-module Retry when list card fails), Glossary — Booking detail sidebar tab load failures, Bookings — Sidebar tab load failures, WhatsApp per-booking messaging, Notification triage — Step 4, Handling a Late Payment — Step 3, Managing a Check-in, Managing a Check-out (bookings-detail-communication-tab-whatsapp-thread.png, bookings-detail-tickets-tab.png) |
| Finance debt receivables triage | Handling a Late Payment collections hub, FAQ — Handling a Late Payment hub, Reject/revert mistaken receipts (Revert approved duplicates before collections), FAQ — Finance debt receivables triage hub, Pending manual receipt approval (clear Pending before Top debtors), Handling a Late Payment — Step 1, Portfolio KPI review — Step 7 (finance-overview-income-chart-debt-aging.png, finance-overview-debt-aging-walkthrough-flow.mp4, finance-transactions-pending-pill.png) |
| WhatsApp per-booking messaging | FAQ — WhatsApp per-booking messaging hub, FAQ — WhatsApp and email per booking, Notification row-click navigation (message alerts on /notifications), Bookings — Communication tab, Inbox module, ChatBot settings, Glossary — Booking Communication tab, Glossary — Notification row navigation, Booking sidebar tab load failures, Notification triage — Step 2, Handling a Late Payment — Step 3 (bookings-detail-communication-tab-whatsapp-thread.png, bookings-detail-communication-tab-whatsapp-composer.png, inbox-module-overview.png, inbox-module-triage-flow.mp4) |
| Month-end invoicing (fixed date) | Fixed Invoice date before bulk Issue allocation / Invoice selected; toggle reset after month-end batch | FAQ — Month-end invoicing hub, Bulk Hostkit invoicing, Invoicing — Default invoice date, Finance — Month-end invoicing with a fixed date, Portfolio KPI review — Step 7 (settings-invoicing-invoice-date-toggle.png, finance-transactions-fixed-invoice-date-banner.png, finance-transactions-bulk-toolbar-fixed-invoice-date-banner.png) |
| Bulk Hostkit invoicing | FAQ — Bulk Hostkit invoicing slow, Month-end invoicing (fixed date), Rent reduction after invoicing (invoiced floor → Issue credit notes), FAQ — Lower rent below invoiced, FAQ — Reject or revert an incoming payment, Glossary — Hostkit, Glossary — Invoiced floor (rent), Glossary — Credit note (payment reject/revert), Integrations — Hostkit API pacing, Finance — Invoice automation, Reject/revert mistaken receipts, Finance — Issuing credit notes, Portfolio KPI review — Step 7 (finance-transactions-bulk-selection-bar.png, finance-transactions-bulk-toolbar-fixed-invoice-date-banner.png, settings-invoicing-hostkit-series.png, bookings-detail-change-monthly-rent-modal.png) |
| Notification row-click navigation | FAQ — Notification row-click navigation hub, FAQ — Notification row-click navigation, FAQ — Pending manual in-payment on /notifications, WhatsApp per-booking messaging (New WhatsApp message from … → bell Inbox / Communication), FAQ — WhatsApp and email per booking, Glossary — Notification row navigation, Glossary — Payment notification (operator), Notification triage — Step 2, Notification triage — Step 4, Pending manual receipt approval, Finance debt receivables triage, Handling a Late Payment — Step 1 (notifications-module-row-click-target.png, notifications-row-navigate-to-booking-detail.png, notifications-row-navigation-flow.mp4, bookings-detail-communication-tab-whatsapp-thread.png) |
| Confirmation alert triage | Upcoming Booking created / Payment received on /notifications before bulk mark-read | FAQ — Confirmation alert triage hub, FAQ — Confirmation alert triage, FAQ — Payment alert to receivables triage (contrast Upcoming vs Ongoing), Notification row-click navigation, Pending manual receipt approval, Confirmation to check-in handoff, Processing a New Booking — Step 5b / Step 6, Notification triage — Step 4 (notifications-row-navigate-to-booking-detail.png, bookings-detail-transactions-approve-payment-modal.png, notifications-row-navigation-flow.mp4) |
| Wrong tenant on a booking | Change tenant vs Delete / Cancel when profile link is wrong but stay is valid | Glossary — Wrong tenant on a booking hub, FAQ — Wrong tenant on a booking, Bookings — Change tenant, Cancel Booking vs Delete Booking, Processing a New Booking — Step 6 (bookings-detail-change-tenant-control.png, bookings-detail-change-tenant-modal.png, bookings-detail-change-tenant-flow.mp4) |
| Cancel Booking vs Delete Booking | Real void vs soft-archive; ledger visibility (#1897 / #2076) — wrong profile uses Wrong tenant on a booking; building sunsetting is Portfolio retirement decisions | FAQ — Cancel Booking vs Delete Booking, Portfolio retirement decisions (three-way Archive vs Cancel vs Delete), FAQ — Delete Booking on integration reservation, FAQ — Manual payments after Delete Booking, Cancelling a Booking, Bookings — Delete Booking (soft archive), Finance — Archived bookings on the ledger, Portfolio KPI review — Step 7 (bookings-cancel-booking-modal-refund-types.png, bookings-list-canceled-tab.png, finance-transactions-type-summary-cards.png, workflows-cancel-booking-refund-modal-flow.mp4) |
| Portfolio retirement decisions | FAQ — Portfolio retirement decisions, Cancel Booking vs Delete Booking (reservation void vs soft-archive — workflows-cancel-booking-refund-modal-flow.mp4), FAQ — Cancel Booking vs Delete Booking, FAQ — Archive a property, FAQ — Manual payments after Delete Booking (#1897), Glossary — Archived property, Glossary — Archived booking ledger visibility, Portfolio KPI review — Step 7, Manual block hygiene |
| Provider platform Delete Booking guard | FAQ — Delete Booking on integration reservation, Glossary — Provider platform Delete Booking guard, Bookings — Provider platform payment, Cancel Booking vs Delete Booking, Archived booking ledger visibility (#1897), Processing a New Booking — Provider platform Delete Booking guard (bookings-detail-provider-platform-payment-field.png, bookings-detail-delete-booking-provider-platform-error-toast.png, bookings-provider-platform-reject-delete-flow.mp4) (listings-archived-populated-table.png, listings-archived-unarchive-sidebar.png, bookings-cancel-booking-modal-refund-types.png, finance-transactions-type-summary-cards.png) |
| Archived booking ledger visibility | FAQ — Manual payments after Delete Booking, Glossary — Archived booking ledger visibility, Finance — Archived bookings on the ledger, Finance — Type summary cards, Cancel Booking vs Delete Booking, Provider platform Delete Booking guard (#2076), Processing a New Booking — Archived booking ledger visibility, Portfolio KPI review — Archived booking ledger visibility, Cancelling a Booking — Archived booking ledger visibility (finance-transactions-type-summary-cards.png) |
| Using in-app support | Get Help & Support, Tenant Portal · Tenant MCP (tenant-facing escalations distinct from Vivin product tickets), Processing a New Booking — Step 6 / Step 6b (portal escalation mesh), Managing a Check-in — Step 6 / Step 6b (arrival-week escalation mesh), Managing a Check-out — Step 6 / Step 6b (departure settlement mesh), Handling a Late Payment — Step 6 / Step 6b (collections escalation mesh), Cancelling a Booking — Step 6 / Step 6b (post-cancel cleanup), Onboarding a New Property — Step 7 (wizard verification), Entering Monthly Utility Bills — Step 6 (bill entry blocked), using-in-app-support-section-cross-reference |
All guides
Each linked sub-guide opens with a First-time workspace setup tip and its own section cross-reference anchor — pair with Walkthrough media when you prefer MP4 over static steps. Full pairing matrix: Common Workflows section cross-reference.
- 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
/notificationsinbox; 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
MP4 clips complement PNG screenshots on individual sub-guides — pair with Modules and Account Settings module clips for cross-workspace flows. Full pairing matrix: Common Workflows section cross-reference.
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 | workflows-monthly-utility-bills-flow.mp4, workflows-monthly-utility-bills-ai-upload-flow.mp4, utilities-bills-bulk-selection-flow.mp4 (module) | 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 |
| Using in-app support | settings-support-new-ticket-flow.mp4 | Open support drawer and new-ticket modal |
| 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 | Plan arrivals in Operations, verify tickets and Payment Plan, confirm Access Lockers in Listings |
| Processing a New Booking | bookings-add-booking-flow.mp4, payment-allocation-record-and-allocate-flow.mp4 | + Create New → Booking wizard; record confirmation payment from Transactions (demo cancels before save) |
| 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 | workflows-reset-password-flow.mp4 | Sign-in Reset your 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) |
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).
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; workflow pairing: Setup sequence after go-live). 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
This table pairs Related subsections below with setup, modules, and escalation hubs. Inter-guide step pairing: Workflow cross-reference. Per-guide anchors: Common Workflows section cross-reference. Full hub map: the Finding your way tip at the top of this page.
Use this table when one workflow hub topic naturally leads into another — each row links to the sections you should read before or after the primary topic.
| Section | Pair with these sections | | ------------------------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Common Workflows hub subsection index | Account Settings hub subsection index (setup tabs), Introduction hub subsection index (platform overview), Getting Started hub subsection index (onboarding sections), Concepts hub subsection index (underlying models), Modules hub subsection index (screen workspaces), API hub subsection index (partner HTTP guides), FAQ subsection cross-reference (troubleshooting deep-dives), Support hub subsection index (escalation steps), Glossary deep-dive index (term definitions), At a glance (quick routing), Workflow cross-reference (inter-guide pairing) | | Setup sequence after go-live | Getting Started — Recommended Setup Sequence (steps 1–15), Account Settings — Recommended setup order (steps 1–12 tab map), Onboarding a New Property — Step 7, Support — Setup sequence escalation | | Documentation map & escalation | Introduction — Section cross-reference, FAQ — Section cross-reference, Support — Section cross-reference, Glossary hub cross-reference, Using in-app support | | Navigation & bookmarks | Management Frontend Deep Links, Create New menu, Getting Started — Bookmarkable routes, Settings > Interface language | | Settings that shape workflows | Account Settings — Tab cross-reference, Settings > Preferences, Settings > Invoicing & Payments, Settings > Emails | | Deeper concept reads | Payment Allocation, Tenant Portal, Tenant MCP, Integrations & Distribution | | Deeper API reads | Per-guide Deeper API reads on all 13 workflow sub-guides; Creating Bookings, Webhooks & Notifications, Booking Lifecycle & Validations | | Deeper workflow reads | Concept models behind procedures (Booking Lifecycle, Payment Allocation); module-screen procedures in Bookings, Finance, Listings, Tenants, Operations, Sales, Dashboard, Analytics, Notifications, Inbox, Utilities; per-guide Deeper workflow reads on all 13 workflow sub-guides | Bookings — Deeper workflow reads, Finance — Deeper workflow reads, Processing a New Booking — Deeper workflow reads, Onboarding a New Property — Deeper workflow reads, Handling a Late Payment — Deeper workflow reads | | Recommended operator workflows | Workflow cross-reference, Walkthrough media, Reject/revert mistaken receipts | | Modules where capabilities surface | Modules — Module cross-reference, At a glance, Support — Module documentation hubs | | Key glossary terms | Glossary cluster cross-reference, Glossary — Setup sequence vocabulary, FAQ — Reject or revert an incoming payment |
Common Workflows hub subsection index
This index pairs workflow sections and Related hub subsections — use it when operational tasks span multiple guides, settings tabs, modules, or escalation hubs. Full pairing matrix: Common Workflows section cross-reference.
Related
Related below is the documentation map when operational tasks span settings, modules, concepts, API integration, or escalation paths. Pair Setup sequence after go-live with Getting Started — Recommended Setup Sequence; pair Documentation map & escalation with Introduction — Section cross-reference. Each Related subsection has a row in Common Workflows hub cross-reference above. Full pairing matrix: Common Workflows section cross-reference.
Setup sequence after go-live
Post-go-live pairing starts with Getting Started — Recommended Setup Sequence (steps 1–15) and Onboarding a New Property — Step 7. When a settings tab or wizard step still blocks progress, continue to Support — Setup sequence escalation. Full pairing matrix: Common Workflows hub cross-reference.
- 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
Documentation-map bullets pair with Introduction — Section cross-reference and FAQ — Section cross-reference. Hub parity: Support — Section cross-reference, Glossary hub cross-reference. Full pairing matrix: Common Workflows hub cross-reference.
- 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 (Introduction — Section cross-reference)
- 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; hub parity: Setup sequence after go-live
- 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 (including partial vs full feeds); hub parity: Setup sequence after go-live
- Glossary — Term definitions used across workflow steps and module docs (hub: Glossary cluster cross-reference, Setup sequence vocabulary, Setup sequence after go-live)
- FAQ & Troubleshooting — Quick answers when a workflow step does not match expectations (hub: FAQ — Section cross-reference, 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 (hub: Support — Section cross-reference, 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
Bookmark routes pair with Management Frontend Deep Links and Getting Started — Bookmarkable routes. Missing records: Create New menu. Full pairing matrix: Common Workflows hub cross-reference.
- Management Frontend Deep Links — Bookmarkable routes into module tabs referenced in the guides (including Notifications bell vs
/notificationsand 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
Account-wide defaults here pair with Account Settings — Tab cross-reference (setup-step go-live checks) and Settings — Tab cross-cuts. Channel sync: Settings > Integrations + Integration field capability. Full pairing matrix: Common Workflows hub cross-reference.
- 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
Concept reads pair with Concepts hub subsection index, Workflow cross-reference habit rows, and Glossary cluster cross-reference. Tenant-facing: Tenant Portal. External AI: Tenant MCP. Full pairing matrix: Common Workflows hub cross-reference.
- Payment Allocation — Two-layer receipts, invoiced floor, and credit note reject/revert warnings across operational guides (section cross-reference; hub)
- 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 (section cross-reference; hub)
- Integrations & Distribution — Channel imports, calendar sync, and white-label direct bookings across operator workflows (section cross-reference; hub)
- 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 (section cross-reference; hub)
- 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 (section cross-reference; hub) - Services Marketplace — Tenant add-ons that post to Payment plan lines during check-in and collections workflows (section cross-reference; hub)
- Automation & AI — Tenant chatbot channels vs operator AI Chat when workflows escalate to Inbox (section cross-reference; hub)
Deeper API reads
API reads pair with API Reference hub subsection index and API guide cross-reference. Each workflow sub-guide also has its own Deeper API reads subsection with per-guide [section cross-reference] anchors on companion API Reference pages — for example Processing a New Booking — Deeper API reads, Onboarding a New Property — Deeper API reads, Notification triage — Deeper API reads. Each API sub-guide reciprocates with Deeper workflow reads — hub parity: API Reference — Deeper workflow reads. Full pairing matrix: Common Workflows hub cross-reference.
- Onboarding a New Property — Channel setup, mapping, and first-reservation verification (section cross-reference; Deeper API reads)
- Processing a New Booking — Partner enqueue, white-label direct bookings, and import overlap checks (section cross-reference; Deeper API reads)
- Managing a Check-in — Arrival-week status transitions and calendar pseudo rows (section cross-reference; Deeper API reads)
- Managing a Check-out & Deposit Refund — Departure closure, deposit settlement, and receipt guards (section cross-reference; Deeper API reads)
- Handling a Late Payment — Operator JWT reconciliation and payment webhook context (section cross-reference; Deeper API reads)
- Cancelling a Booking — Cancellation validation, calendar release, and rebook enqueue (section cross-reference; Deeper API reads)
- Entering Monthly Utility Bills — Supplier ledger scripts and overage receipt events (section cross-reference; Deeper API reads)
- Portfolio KPI review — Portfolio JWT reads and occupancy reconciliation pulls (section cross-reference; Deeper API reads)
- Notification triage — Webhook-driven in-app rows and Landlord MCP alert follow-up (section cross-reference; Deeper API reads)
- Manual block hygiene — Availability pulls, iCal blocks, and overlap validation (section cross-reference; Deeper API reads)
- Resetting a Management User Password — Management JWT refresh vs integration Bearer keys (section cross-reference; Deeper API reads)
- Using in-app support — JWT and permission failures worth citing on Vivin product tickets (section cross-reference; Deeper API reads)
- Creating Bookings — Partner
POST /bookingsenqueue behind channel imports (section cross-reference; Deeper workflow reads; hub) - Booking Lifecycle & Validations — Async validation pipeline vs operator computed list filters (section cross-reference; Deeper workflow reads; hub)
- Webhooks & Notifications — Outbound
booking.*andlisting.*events that trigger in-app alerts (section cross-reference; Deeper workflow reads; hub) - Listings & Availability — Partial
GET /listingspulls paired with onboarding and KPI reconciliation (section cross-reference; Deeper workflow reads; hub) - iCal feeds — Calendar retrofeed imports on Sales Channels tab (section cross-reference; Deeper workflow reads; hub)
- Booking Engine API — White-label
POST /bookingson the same queue as marketplace imports (section cross-reference; Deeper workflow reads; hub) - Management session authentication — Operator Core API JWT for scripts that cannot use partner Bearer keys (section cross-reference; Deeper workflow reads; hub)
- Error Handling — Retry policy when partner imports return
409overlap or422business-rule responses (section cross-reference; Deeper workflow reads; hub)
Deeper workflow reads
Module workflow reads pair with Modules hub subsection index and Module cross-reference. High-traffic module sub-guides have their own Deeper workflow reads subsections — Bookings, Finance, Listings, Tenants, Operations, Sales, Dashboard, Analytics, Notifications, Inbox, Utilities, Audit, AI Chat, Properties workspace, Booking engine details. Each workflow sub-guide also has its own Deeper workflow reads subsection pairing concept sub-guides — for example Processing a New Booking, Onboarding a New Property, Handling a Late Payment. Each workflow sub-guide reciprocates via [Deeper workflow reads](../modules/bookings/index.md#deeper-workflow-reads) anchors on Module documentation hubs bullets and [Deeper workflow reads](../concepts/booking-lifecycle.md#deeper-workflow-reads) anchors on Concepts & settings bullets — hub parity: Modules — Deeper workflow reads, Concepts hub — Deeper workflow reads. Full pairing matrix: Common Workflows hub cross-reference.
- Bookings module — Reservation lifecycle, Timeline, and sidebar tabs (section cross-reference; Deeper workflow reads; hub)
- Finance module — Portfolio ledgers, payment approval, and deposit settlement (section cross-reference; Deeper workflow reads; hub)
- Listings module — Property wizard, Channels tab, unit Calendar, and Archived inventory (section cross-reference; Deeper workflow reads; hub)
- Tenants module — Tenant directory, With Debt segmentation, and profile sidebars (section cross-reference; Deeper workflow reads; hub)
- Operations module — Maintenance tickets, check-in/out coordination, and operational cash flows (section cross-reference; Deeper workflow reads; hub)
- Sales module — Portfolio availability heatmaps, Multicalendar, and Channels tab (section cross-reference; Deeper workflow reads; hub)
- Dashboard module — Post-login KPI snapshot, forecasts, Vacant Units, and bell notification triage (section cross-reference; Deeper workflow reads; hub)
- Analytics module — Month-range portfolio KPI charts with rankings and heatmaps (section cross-reference; Deeper workflow reads; hub)
- Notifications module — Full
/notificationshistory with search, filters, and row-click navigation (section cross-reference; Deeper workflow reads; hub) - Inbox module — Portfolio-wide WhatsApp workspace with Dashboard bell Inbox sub-tab deep links (section cross-reference; Deeper workflow reads; hub)
- Utilities module — Bills Included ceiling model, Connections, AI bill upload, and tenant overage charges (section cross-reference; Deeper workflow reads; hub)
- Audit module — Portfolio-wide Manual Blocks and Discounts contract-value review (section cross-reference; Deeper workflow reads; hub)
- AI Chat module — Vivin-internal AI Assistant using Landlord MCP tools for portfolio Q&A (section cross-reference; Deeper workflow reads; hub)
- Properties workspace — Legacy
/propertiesURL redirects into Listings (section cross-reference; Deeper workflow reads; hub) - Booking engine details — Rich marketplace payload editor via the Full integration pill (section cross-reference; Deeper workflow reads; hub)
- Processing a New Booking — Spans all three modules during import and confirmation (section cross-reference; Deeper API reads)
- Onboarding a New Property — Listings-first setup before first booking (section cross-reference; Deeper API reads)
- Handling a Late Payment — Finance-led collections with Bookings Payment plan context (section cross-reference; Deeper API reads)
- Managing a Check-out & Deposit Refund — Finance → Deposits and booking Deposit tab settlement (section cross-reference; Deeper API reads)
- Portfolio KPI review — Month-end reconciliation across Finance, Listings filters, and Bookings segments (section cross-reference; Deeper API reads)
Recommended operator workflows
Workflow bullets apply the guides in At a glance — pair with Walkthrough media for MP4 clips, Lockout catch-up after password recovery after sign-in recovery, Portfolio segmentation by tenant category for segment-scoped KPI review, Pending manual receipt approval for month-end Pending queues, and Reject/revert mistaken receipts for duplicate cleanup. Full pairing matrix: Common Workflows hub cross-reference.
- 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
/notificationshistory 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
Module hub rows pair with Modules — Module cross-reference and the At a glance routing table. Escalation tiles: Using in-app support — Module picker layout. Full pairing matrix: Common Workflows hub cross-reference.
- Listings — Property wizard, Channels tab, unit Calendar holds, and Bills Included ceilings (guide subsection index; section cross-reference; Deeper workflow reads; hub)
- Bookings — Reservation lifecycle, Payment plan, Deposit, Communication, and Change tenant on Contract Info (guide subsection index; section cross-reference; Deeper workflow reads; hub)
- Tenants — Tenant directory, profile sidebars, With Debt segmentation, and table expand (guide subsection index; section cross-reference; Deeper workflow reads; hub)
- Finance — Portfolio ledgers, payment approval, invoiced-floor guards, and Finance → Deposits refund queues (guide subsection index; section cross-reference; Deeper workflow reads; hub)
- Operations — Maintenance tickets, check-in/out coordination, Draft ticket queues, and linked cash flows (guide subsection index; section cross-reference; Deeper workflow reads; hub)
- Utilities — Bills Included ceiling model, Connections, AI bill upload, and tenant overage charges (guide subsection index; section cross-reference; Deeper workflow reads; hub)
- Sales — Portfolio availability, monthly rent editing, and Multicalendar overlap checks (guide subsection index; section cross-reference; Deeper workflow reads; hub)
- Dashboard — Post-login KPI snapshot and bell notification triage (default landing view) (guide subsection index; section cross-reference; Deeper workflow reads; hub)
- Analytics — Month-range portfolio KPI charts for Portfolio KPI review (Overview capture re-verified 2026-06-23; ranking/heatmap tabs pending clean staging rows) (guide subsection index; section cross-reference; Deeper workflow reads; hub)
- Notifications — Full
/notificationshistory with search, filters, and row-click navigation (guide subsection index; section cross-reference; Deeper workflow reads; hub) - Inbox — Portfolio-wide WhatsApp workspace with Dashboard bell Inbox sub-tab deep links (guide subsection index; section cross-reference; Deeper workflow reads; hub)
- Audit — Manual Blocks and Discounts during month-end reconciliation (guide subsection index; section cross-reference; Deeper workflow reads; hub)
- Properties workspace — Legacy
/propertiesURL redirects into Listings during onboarding workflows (guide subsection index; section cross-reference; Deeper workflow reads; hub) - Booking engine details — Rich marketplace payload via the Full integration pill) during channel onboarding (guide subsection index; section cross-reference; Deeper workflow reads; hub)
- AI Chat — Vivin-internal AI Assistant to sanity-check KPI answers during Portfolio KPI review (guide subsection index; section cross-reference; Deeper workflow reads; hub)
Key glossary terms
Glossary terms here pair with Workflow cross-reference non-linear habit rows and Glossary — Setup sequence vocabulary. Receipt disputes: FAQ — Reject or revert an incoming payment. Full pairing matrix: Common Workflows hub cross-reference.
- Month-end invoicing (fixed date) — Fixed Invoice date before bulk export; pair Bulk Hostkit invoicing (
finance-transactions-bulk-toolbar-fixed-invoice-date-banner.png) - 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 (#2111)
- Glossary — Change history — Operator-initiated edits on Listings setup and Bookings Changelog; create-time defaults excluded (#2093)
- FAQ — Booking Changelog scope — Operator-initiated edits only; create-time defaults excluded (#2093)
- Glossary — Archived booking ledger visibility — Delete Booking hides manual/provider_platform rows on Finance → Transactions; vIBAN and credit card stay visible (#1897)
- Bookings — Provider platform payment — Non-rejected provider platform in-payment blocks Delete Booking until Reject or assign (#2076)
- FAQ — Delete Booking on integration reservation — Clear pending provider platform in-payment with Reject or assign before soft-archive (#2076)
- Listings — Property edit sidebar pills — Setup / Full integration / Photos pills on property and unit edit sidebars; replaced the old Go to details shortcut (#2082)
- Glossary — Finance tenant category cache refresh — Recategorizing a tenant on Tenants → Tenant Info force-refreshes Finance caches so Contract Values, Overview, and Deposits filters match within seconds (#2088)
- FAQ — Assign tenant category for direct booking — Add booking has no category field; assign on Tenants → Tenant Info or + Create New → Tenant before contract mail
- Glossary — SIMAR water contract ID — SIMAR (Loures e Odivelas) water bills use Cód. Local in Connections — not Nº de Contador; leading zeros stripped (#2110)
- FAQ — SIMAR water bill property match — Cód. Local in Connections — not Nº de Contador; strip leading zeros (#2110)
- Glossary — Per-booking maintenance ticket opt-out — Add booking checkboxes skip automatic CI/CO tickets for one reservation only; property rule unchanged (#1140)
- FAQ — Cancel Booking vs Delete Booking — Cancel for real stays with settlement; Delete soft-archives mistaken/test rows (#1897 / #2076)
- Glossary — Archived property — Archive retires a building to Listings → Archived without deleting bookings; distinct from Delete Booking (reservation soft-archive) — Listings — Archived properties
- FAQ — Portfolio retirement decisions — Archive property (building) vs Cancel booking vs Delete Booking (reservation soft-archive) — three-way decision table
- Deposit lifecycle status —
depositStatuspill on booking Deposit tab and Finance → Deposits row chips (Not Paid through Refunded) - Finance — Deposit status filter — Other filters → Deposit status multi-select on Bookings and Finance (#2090)
- Finance — Deposit lifecycle status cards — Deposit lifecycle status row on Finance → Deposits; click Partial paid for collection shortfalls (#2091)
- Operations — Tickets toolbar search — Paste the full sequential ticket ID (for example
S259,T27) in toolbar Search (#2074) - FAQ — Find a ticket by its ID — Paste the full sequential ticket ID (for example
S259,T27) in Operations → Tickets toolbar Search (#2074) - FAQ — Skip automatic check-in/out tickets for one booking — Turn off Use unit contract rents and other contract details on Add booking to reveal CI/CO ticket checkboxes (#1140)
- FAQ — Manual payments after Delete Booking — Delete Booking hides manual/provider_platform rows on Finance → Transactions; vIBAN and credit card stay visible (#1897)
- Glossary — Directory list load failures — First-fetch directory failures show Retry / Try again; distinct from filter-empty states (
notifications-module-load-failure.png,audit-manual-blocks-load-failure.png,dashboard-partial-data-load-failure.png) - Glossary — Vacant Unit Preference — Include manual blocks counts operator holds as free on Dashboard / Sales vacancy surfaces (#1427)
- FAQ — Communication or Tickets load failure — Tab-scoped Refresh (Communication) or Retry (Tickets); other booking sidebar tabs stay usable (
bookings-detail-communication-tab-whatsapp-thread.png,bookings-detail-tickets-tab.png) - Operations — Property-level ticket search — Property-name matches share the top relevance tier with unit hits; building-scoped rows float first under an active Property filter (#2089)
- Deposit dispute — Finance → Deposits and booking Deposit tab freeze before refund
- Draft ticket (display status) — Operations far-future prep jobs during check-in coordination
- Ticket — linked cash flows — Operations cost allocation to contractor ledger rows
- Notification row navigation —
/notificationsrow-click into Bookings, Tenants, or Listings - FAQ — Notification row-click navigation hub — Symptom table + per-guide mesh for
/notificationsrow-click vs Dashboard bell (notifications-row-navigation-flow.mp4) - FAQ — Notification row-click navigation — On
/notifications, row click marks unread then openslink,bookingId,tenantId,listingId, orpropertyId(first match); Dashboard bell General rows stay in-panel unlesslinkis set - FAQ — Confirmation alert triage hub — Symptom table + per-guide mesh for Upcoming Booking created / Payment received (
notifications-row-navigation-flow.mp4,bookings-detail-transactions-approve-payment-modal.png) - FAQ — Phone shows Operations only — Mobile phone user agent locks operators with Operations access to
/operations; iPads and narrow desktop browsers keep the full module list - Finance Deposits date range — Toolbar default window on Finance → Deposits during check-out workflows
- FAQ — Deposit missing on Finance Deposits — Default ~3 months date range; clear or widen before triaging older move-outs or dispute row actions
- Same-day turnover — Shared-unit arrival/departure overlap coordination across check-in and check-out guides
- FAQ — Same-day turnovers — Numbered four-step habit for one-day handovers on a single unit
- FAQ — Same-day turnovers — Check-out + check-in on one unit same day: Operations → Check-in & Check-out, Timeline / Multicalendar, turnover tickets
- FAQ — AI token usage — Poll GET /ai-usage / GET /ai-usage/summary with management JWT;
landlord_chat+utility_bill_extraction; no management UI screen yet - FAQ — Automatic check-in email — Trigger matrix, 15-day cutoff, paper upload vs portal signing, Nuki-only toggle, Send / Resend on Contract Info
- FAQ — WhatsApp per-booking messaging hub — Symptom table + per-guide mesh for Inbox vs Bookings → Communication (
inbox-module-triage-flow.mp4) - FAQ — WhatsApp and email per booking — Bookings → Communication vs Inbox / bell Inbox (
bookings-detail-communication-tab-whatsapp-thread.png,inbox-module-overview.png,inbox-module-triage-flow.mp4); hub: WhatsApp per-booking messaging - FAQ — Dashboard Total Debt subtitle — Post-login Total Debt card headline vs >15 days subtitle; ongoing bookings only
- FAQ — Uncovered Debt KPI — Finance Total Debt minus deposit offsets; pair with Debt Aging and In debt drill-down
- FAQ — Analytics (KPI workspace) — Portfolio KPIs vs Sales/Listings/Dashboard; load-failure Try again
- FAQ — Finance Income status drill-down — Overview Income chart (Paid / Scheduled / In debt); click a segment for month-scoped payment-line modal; Debt Aging for booking-level receivables
- FAQ — Bookings that owe money — Top debtors and overdue buckets on Finance → Overview; Total Debt KPI is not a table
- FAQ — Fixed rent on variable unit — Variable listing + equal rent every contract month → booking stores fixed headline Monthly rent; payment plan unchanged