Troubleshooting
Diagnose and fix the common channel manager problems — unmapped rooms and rates, currency mismatches, failed pushes, missing bookings and disconnected channels.
Most channel manager problems show up in one of three places: a toast when you click something, the Logs tab on Settings → Channel Manager, or a notification from Channex. This page lists the messages you are likely to meet, what they mean, and the fix.
Start every investigation on Logs: the Sync Status card tells you which kind of entity is failing, and Outbox Backlog → Failed shows the exact error text for each message (hover a truncated error to read it in full).
Setup and sync errors
| Message | Cause | Fix |
|---|---|---|
Hotel address is required for Channex sync | The property push ran without a street address. | Fill in Settings → Property → Address, then Actions → Resync entities → Hotels. |
Hotel is not synced to Channex / Room type is not synced to Channex / Parent rate plan is not synced to Channex | A dependency has not been created in Channex yet. The message stays RETRYING and completes by itself once the parent is synced. | Fix whatever is blocking the parent (see its own error). If the parent shows pending with no job, run the matching Resync button. |
| Nothing was enqueued — the property, room types or rate plans may not be synced to Channex yet (Go Live toast) | Go Live found nothing it could push. Usually the property is still Pending verification, or a structural push has failed. | Check the property status badge on Settings → Property; then look at Outbox Backlog → Failed. |
currency must match the hotel's currency (…) | A rate plan was created or edited with a currency other than the property's. Channex ties rate plan currency to the property. | Rate plans always use the property currency. If you need a different currency, change it on Settings → Property → General first, then review every rate plan. |
Channex rate plan … is already linked to local rate plan … | Two Innvera rate plans point at the same Channex rate plan — usually after a rate plan was re-created. | Contact support; the link must be repaired on the backend. Do not create another rate plan. |
A FAILED push with an HTTP 401 / 403 | Channex rejected Innvera's credentials. | Contact support — this is a platform configuration problem, not something the property can fix. |
A FAILED push with 422 and a validation message from Channex | Channex refused the data (for example an occupancy above the room type's maximum, or a rate plan without a price). | Correct the record in Innvera; the next edit re-queues it. Or run the matching Resync button. |
Per-person rate plans
Live rate and restriction pushes support the Per room sell mode. A per-person rate plan syncs as a record, but its occupancy-based price array is not pushed to Channex yet. Sell per-room rate plans on OTAs until this is supported.
Connection errors
| Message | Cause | Fix |
|---|---|---|
Hotel … has not been synced to Channex yet (channexPropertyId is null) | You tried to add a channel before the property exists in Channex. | Run Actions → Channex Go Live and wait for Hotels to show 1 synced on the Logs tab. |
| Mapping fetch failed: … | Channex could not read rooms and rates for that OTA property ID. | Check the ID. For Booking.com, confirm the extranet shows Channex under Account → Connectivity Provider and the request has been accepted. |
… does not use the Channex iframe — connect it via the standard channel form instead | Booking.com, Agoda or Trip.com was routed to the Channex panel. | Use the + menu and pick the channel again; these open the form. |
OTA mapping (… room … / rate … / occupancy …) is already mapped to rate plan … | The same OTA room/rate/occupancy exists on another connection. | Open that connection and remove the row, or leave it there — one OTA row can only feed one mapping. |
… must have exactly one primaryOcc row … | An OTA rate has no primary occupancy or more than one. | In the mapping tree, click Set primary on exactly one row per OTA rate. |
Channel connection … is still active. Call /deactivate before editing its mappings (or before deleting) | Mappings can only be edited or deleted on an inactive connection. | Click Deactivate on the card, make the change, then Activate. |
| Connection test failed: … | The live test against Channex failed — wrong property ID, connectivity not accepted, or the OTA has disconnected. | Read the error; re-check the OTA extranet; re-test with the refresh icon. |
| Notification Channel disconnected — sync to this OTA has stopped | The OTA or Channex disconnected the channel. The card is now Inactive. | Reconnect on the OTA side (Booking.com: connectivity provider; Airbnb: re-authorise in the Channex panel), then Activate or use the cloud download reconcile button so Innvera picks up the new state. |
Booking errors
| Message | Cause | Fix |
|---|---|---|
| Notification Unmapped room on booking / Unmapped rate on booking | An OTA booking references a room or rate that is not mapped on the channel. | Deactivate the connection, Edit mappings, add the row, re-activate. Channex retries the import for about 30 minutes; after that, use Pull future reservations (Booking.com) to fetch it. |
| Notification Booking not acknowledged | A booking arrived but Innvera could not confirm the import within 30 minutes — usually because every room of that type is occupied or blocked, or the mapping is missing. | Free a room or fix the mapping; then pull the reservation if it is no longer being retried. |
Channel bookings cannot change room type before check-in — Channex does not update the OTA | You tried to move a channel booking to a different room type, or change its dates, before check-in. | Amend the booking on the OTA. Within the same room type, moves are allowed. |
No-show reporting to Channex is only supported for Booking.com reservations | No show was used on a non-Booking.com channel booking. | Record the no-show on the OTA extranet. |
| A booking is missing after an outage | Webhooks were not received while Innvera was unreachable. | On the Booking.com card, click Pull future reservations. For other channels, contact support for a time-scoped recovery. |
Sync warnings from the OTA
Channex forwards OTA-side rejections as notifications: Sync error, Rate sync error and Sync warning, each naming the channel and error type. They are also written to Settings → Logs. Typical causes are a rate below the OTA's minimum, a restriction combination the OTA does not allow, or a room the OTA has closed. Correct the value in Inventory; the next save re-pushes it.
When to run what
| Symptom | Action |
|---|---|
A single entity shows failed | Fix the cause, then Actions → Resync entities for that entity type |
| OTA prices or availability disagree with Innvera on many dates | Actions → Channex Go Live |
| A channel connected in the Channex panel is not listed, or its mappings changed in Channex | Cloud download button on the connections card (Sync from Channex) |
| OTA names show as numbers on connection cards | Backfill OTA names button on the connections card |
| Booking.com bookings are missing | Pull future reservations on the Booking.com card |
Related
Guest Messaging
Read and answer messages guests send through Booking.com, Airbnb and Expedia from the Chat screen, send attachments, close threads and mark no reply needed.
Overview
A hosted, branded direct-booking site for your property at your-slug.book.innvera.io or your own domain, configured and published from the PMS.