Troubleshooting

Resolve check-in submission problems

Determine whether traveller data, establishment setup, or the authority connection failed before retrying.

2 min read Reviewed by Product on 2026-07-12 Updated 2026-07-12

For

I manage my own rentals
I own or administer an agency
I manage operations
I work at the front desk

Available on

Owner
Agency

A failed submission remains under Dashboard > Guest Check-in Status > Failed submissions. Do not select Send all again until you identify the cause.

Classify the failure#

Open the reservation and retain the visible error text.

Traveller data#

Review:

a traveller without a person record or a duplicate record;
incomplete document, date of birth, or surnames;
municipality without a valid match for a Spanish resident;
missing locality for a foreign resident;
a minor without a family relationship;
registered count different from the actual party.

Correct values only from confirmed information. Do not invent data to pass validation.

Property or operation#

Confirm that the reservation is linked to a short-term rental operation and that the operation has its authority establishment identifier. If missing, escalate to an administrator; front desk staff must not guess a code.

Connection or certificate#

Login, certificate, or authentication failures belong to team configuration. Ask an administrator to review Reservation Authority Settings. Do not request or share the certificate password over chat or a support ticket.

Temporary service problem#

If data and configuration are confirmed, wait and retry once from the reservation. Retain the time and message to distinguish a temporary failure from a persistent one.

Retry safely#

Correct the cause.
Confirm the traveller total again.
Open the affected reservation.
Select Process Check-in once to isolate the retry.
Wait and reload the widget.

Avoid Send all while investigating one reservation because it also queues the other visible cards.

If it appears sent but documents are missing#

Do not resubmit automatically. PDFs are generated after communication acceptance and can fail independently. Escalate the missing document with the reservation and time; another submission could duplicate an accepted communication.

What to provide when escalating#

reservation ID and reference;
property and dates;
expected and registered traveller counts;
error text without adding personal data;
attempt time and whether it was individual or bulk;
changes made before the retry.

Expected result#

The cause is identified, no more than one controlled retry is made, and an accepted communication is not duplicated.