Resolve guest check-in link problems

First identify whether access to the link fails or a form field is blocked. Do not ask the guest to send identity documents over chat to bypass the problem.

The link has expired#

An anonymized page with an expiration notice means private access has ended. Check-in becomes unavailable when the link expires, normally at scheduled check-out.

This anonymized page belongs to the general reservation access. An expired or modified direct check-in-form link may instead show a plain 403 / Invalid signature page; it contains no reservation details and has the same recovery: obtain fresh access from the reservation.

1. Verify the reservation's actual dates.
2. If dates are wrong, ask an authorized person to correct them.
3. Open Guest Check-in Link again from the reservation.
4. Share the new access; do not reuse the old link.

The link is invalid#

• copy it again with the form's copy button;
• confirm the message did not cut off its ending;
• do not add, remove, or reorder parameters;
• if the agency changed its subdomain, first open the complete, unmodified link: a still-valid link on the former subdomain normally redirects to the current one;
• if that recovery does not occur, copy fresh access from the current reservation.

Do not type the address manually or construct your own.

The form will not continue#

Check the message next to the field:

• date of birth must be in the past and inside the accepted range;
• Spanish nationality requires a second surname;
• from age 14, identification, phone, email, and signature are requested;
• residence in Spain requires province and municipality;
• another country requires city or locality;
• a minor needs a registered adult and family relationship;
• acceptance of the privacy policy is required;
• the signature must be drawn inside its box.

Register an adult first. Reload only if the form remains blocked after the details have been confirmed.

Network or server error#

1. Keep the page open.
2. Check the connection.
3. Retry once.
4. Check whether the counter increased before submitting again.

If the traveller already appears in the list, do not repeat registration. If the problem continues, authorized staff can enter the details under the reservation Check-in tab using information obtained through an appropriate channel.

What to include when escalating#

Provide agency support with:

• reservation ID or reference;
• property and dates;
• language and device/browser;
• exact step and error text;
• approximate time.

Do not include the full signed link, passwords, signature, or an identity-document copy in a general ticket.

Expected result#

The guest uses a fresh valid link, or staff identifies a specific field that can be corrected without exposing personal data.