> For the complete documentation index, see [llms.txt](https://revhero.gitbook.io/revhero-docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://revhero.gitbook.io/revhero-docs/support/troubleshooting.md).

# Troubleshooting

The problems hoteliers hit most often, and the steps that resolve them.

Work through the steps in order before asking for help — most of these resolve in under a minute. If you still need help afterwards, see [Getting help](/revhero-docs/support/getting-help.md).

![Check Last Upd. first, then narrow the cause](https://272652298-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnzEa7YGji6t92Mfc0ZJ1%2Fuploads%2Fgit-blob-d93255607cafe371159d643e59c70bc95ff7bc7e%2Fhow-to-narrow-down-a-problem.svg?alt=media)

*Start at **Last Upd.** every time. If your booking data is not current, email support — it is the quickest way to get it moving again.*

## A rate has not reached Booking.com or Expedia

**What you see:** you sent a rate, Revhero shows it as sent, but the channel still shows the old price.

1. Open the [Event Log](/revhero-docs/automation/event-log.md) and find the send. Confirm it completed rather than failed — see [Investigating a rate send](/revhero-docs/automation/event-log/investigating-a-rate-send.md).
2. If it completed, the rate has left Revhero. Check your channel manager next: it passes the rate on to each channel, and each channel refreshes on its own schedule.
3. Give the channel time to refresh. A rate that has reached your channel manager but not yet the OTA is normal for a short window.
4. If the send failed, re-send it from the [Yielding Board](/revhero-docs/setting-your-rates/yielding-board/send-rates.md) and watch for the error shown.
5. Still nothing, and the Event Log says the send completed — ask for help, with the dates, the time you sent, and what the Event Log shows.

## Yesterday's revenue does not match my PMS

**What you see:** your PMS day-close shows €5,400 and the Dashboard shows €5,180.

1. Check the **Last Upd.** stamp on the [Dashboard](/revhero-docs/your-hotels-performance/dashboard.md). If your booking data has not come through since the PMS report was run, the two cannot agree yet. If the stamp is not current, email **<support@revhero.com>**.
2. Confirm you are comparing **room revenue only**. Revhero reports room revenue; your PMS report may include food and beverage, parking and extras.
3. Check for cancellations made after your PMS report was produced. Some PMS reports lock at close; Revhero reflects the cancellation once it arrives.
4. Confirm the **Cancellations** filter on the Dashboard matches what your PMS report counted.
5. If a material gap remains, ask for help with both figures, the date, and which PMS report you compared against.

## Competitor rates are not showing

**What you see:** the competitor comparison is blank, or only one or two hotels have a rate.

1. Open [Market Rates](/revhero-docs/roompulse/market-rates.md) and check the *"Updated"* stamp on the action row. Use **Refresh Results** to fetch the latest rates for your current filters.
2. Check your filters. A narrow combination — a specific room type with a specific meal basis, a long length of stay, or a small competitor group — can legitimately return very little.
3. Check that the date is not one where your competitors are genuinely sold out. **Sold Out** is a distinct state on the calendar, not a missing rate.
4. Open [Competitors](/revhero-docs/roompulse/rate-settings/competitors.md) and confirm the comp set is the one you expect.
5. If several hotels have returned nothing over several days, email **<support@revhero.com>**.

{% hint style="info" %}
Do not reshuffle your comp set because rates are not appearing. Your comp set is a long-term choice, and changing it can affect [alerts](/revhero-docs/roompulse/alerts.md) that reference those competitors.
{% endhint %}

## A recommendation looks too high or too low

**What you see:** a suggested rate well away from what you would have priced.

1. Check whether the date carries an event you had forgotten — a public holiday, a conference, a local festival.
2. Check [Pickup](/revhero-docs/your-hotels-performance/dashboard/pickup.md) for that date. Unusually strong pickup pushes a suggestion up; a stalled date pushes it down.
3. Check [Market Rates](/revhero-docs/roompulse/market-rates.md) for the date. If your competitors have moved, the suggestion will reflect it.
4. Check your [minimum rate](/revhero-docs/automation/rate-recommendations/what-it-considers/minimum-rate.md) — a suggestion will never go below it, so a floor set too high raises everything.
5. If it still looks wrong, override it. You always have the final say.

## I cannot sign in

1. Check the email address. Autocomplete often fills a different one.
2. Use **Forgot password** on the sign-in screen. If the reset message does not arrive, check your spam folder.
3. Revhero, RoomPulse and webhotelier share one set of credentials. If the reset never arrives, the address held for you may no longer be the one you use. Ask your admin to check it in webhotelier — see [Users](/revhero-docs/your-hotels-setup/users.md).
4. If you are the admin and cannot get in, email **<support@revhero.com>** — see [Getting help](/revhero-docs/support/getting-help.md).

## I am signed in to one product but not the other

**What you see:** you are working in webhotelier or RoomPulse, open Revhero, and are asked to sign in again. Or a colleague reaches one of them and not the others.

Revhero, RoomPulse and webhotelier work from the same credentials. You use one account across all 3.

1. Sign in with your webhotelier credentials, not a separate address you may have used for a trial.
2. Sign out fully, then sign in again. This is also the step that picks up a change your admin has just made.
3. Ask your admin to confirm your account and your property access in webhotelier — see [Users](/revhero-docs/your-hotels-setup/users.md).
4. RoomPulse keeps its own property access list as well. Ask whoever administers RoomPulse to check you are on it, under **Account Settings → Property Access** — see [RoomPulse settings](/revhero-docs/roompulse/settings.md).
5. If your account looks correct in both places and you still cannot get in, email **<support@revhero.com>**. Say which of the 3 products let you in and which did not.

## I see no data at all in Revhero

**What you see:** the screens load, but the numbers are empty.

1. Check which property is selected, top right. An empty screen is often the right screen for the wrong hotel.
2. Widen the period and clear the filters. A narrow period with several filters can legitimately return nothing.
3. Check the **Last Upd.** stamp on the [Dashboard](/revhero-docs/your-hotels-performance/dashboard.md). If it is not current, your booking data has not come through — email **<support@revhero.com>**.
4. If [Pricing](/revhero-docs/setting-your-rates/pricing.md) and the [Yielding Board](/revhero-docs/setting-your-rates/yielding-board.md) are locked, property setup is not finished. See [Getting connected](/revhero-docs/your-hotels-setup/integrations/getting-connected.md).
5. If the property is newly connected, its first reservations may not have arrived yet. See [Getting connected](/revhero-docs/your-hotels-setup/integrations/getting-connected.md).
6. If none of that explains it, email **<support@revhero.com>** with the property name, the period you had set and a screenshot.

## There is no same-time-last-year comparison

**What you see:** STLY columns are blank, the STLY line is missing from a widget, or a vs STLY figure shows **—**.

1. Check how long the property has been sending data to Revhero. Year-on-year comparisons need a full 12 months of history. A property with less than that shows a dash rather than a number.
2. Use the budget comparison instead until a full year has built up. See [Budget & Target](/revhero-docs/your-hotels-performance/budget-target.md).
3. Check your filters and your period. A comparison can also be empty because the filters exclude everything. Clear them and try again.
4. If the property has more than a year of history and STLY is still missing, email **<support@revhero.com>** with the screen, the period and the filters you had set.

## There is no last-year actual data

**What you see:** **LY Actual** shows **—**, or no LY line appears on a widget.

LY is last year's finished result for the same period. It needs a full 12 months of history, in the same way STLY does.

1. Check how long the property has been connected. Less than a full year of history is the usual reason.
2. Use the budget bar as your comparison until the year is complete.
3. Check the period. A period that falls partly outside last year's operating season has no actual to compare against for those dates. See [Budget & Target](/revhero-docs/your-hotels-performance/budget-target.md) for how the operational period works.
4. If the history is there and LY is still missing, email **<support@revhero.com>**.

## My budget does not show on the Dashboard

**What you see:** no budget bar on the widgets, or a **vs Budget** figure with nothing behind it.

1. Open [Budget & Target](/revhero-docs/your-hotels-performance/budget-target.md) and check the months you are looking at actually hold figures. Both **Room Nights** and **Revenue** are needed.
2. Check the **Year** filter on that screen. A budget entered against the wrong year does not appear.
3. Check that a save timestamp appeared for the rows you filled in. If it did not, click into the cell, type the value again, then click away from it.
4. Check the months exist at all. The rows come from your operational period, so a month outside your operating season has no row.
5. Reload the Dashboard. It reads your budget when it loads, so a figure entered afterwards appears only after a reload.
6. If the figures are saved, in the right year, and still do not appear, email **<support@revhero.com>**.

## There are no rate recommendations

**What you see:** the Rate Recommendations calendar is grey, or the **Rec Rate** column is empty.

1. Check the property. Rate Recommendations is switched on per property — see [Settings](/revhero-docs/your-hotels-setup/settings.md).
2. Check the room, board and occupancy you are looking at. A combination that is not published in [Pricing](/revhero-docs/setting-your-rates/pricing.md) carries no recommendation.
3. Check that **Min Rate** and **Max Rate** are set for the combination on your [pricing structure](/revhero-docs/setting-your-rates/pricing/pricing-structure.md).
4. Check the dates. Past dates carry no recommendation.
5. If the property was connected recently, its first recommendations may not have been produced yet. See [Quick start](/revhero-docs/automation/rate-recommendations/quick-start.md).
6. If a property that was producing recommendations has stopped, email **<support@revhero.com>** with the property and the dates.

## The forecast lines are not showing

**What you see:** no forecast line on a Dashboard widget, or a **vs FCST** figure showing **—**.

1. Check how long the property has been connected. A forecast needs enough trading history behind it, so a new property has no forecast line yet. See [Forecasting](/revhero-docs/your-hotels-performance/forecasting.md).
2. Check the widget. The forecast line appears on Revenue, Room Nights, Occupancy, ADR and RevPAR.
3. Check the period. Forecasting covers future stay dates, so a period in the past shows no forecast.
4. Use the budget line as your comparison until the forecast appears.
5. If an established property has lost a forecast line it used to have, email **<support@revhero.com>** with the period and a screenshot.

## I cannot activate a property in RoomPulse

**What you see:** a property you expect is not available in RoomPulse, or you cannot switch to it.

Properties are set up for RoomPulse by Revhero, as part of your set-up.

1. Check the property selector at the top of the screen. Only the properties you have access to are listed.
2. Ask whoever administers RoomPulse to check you are granted that property under **Account Settings → Property Access** — see [RoomPulse settings](/revhero-docs/roompulse/settings.md). This list is separate from your Revhero access, so both need checking.
3. If your access is correct and the property is still not available, email **<support@revhero.com>** with the property name and what you see.

## A booking I can see in the PMS is not in Revhero

1. Check the **Last Upd.** stamp. A booking taken after your booking data last arrived will not be there yet. If the stamp is not current, email **<support@revhero.com>**.
2. Check the booking's status in the PMS. Revhero counts confirmed business; tentative, on request and cancelled bookings are not in your on-the-books figure unless you have included cancellations in the filter.
3. Check the room type. A room type you have excluded from Revhero — house rooms, owner rooms, permanent blocks — will not appear. See [Room types & inventory](/revhero-docs/your-hotels-setup/settings/room-types-and-inventory.md).
4. If a confirmed booking is still missing after a sync has run, ask for help with the booking reference, arrival date and room type.

## A rate went out that I did not expect

1. Open the [Event Log](/revhero-docs/automation/event-log.md) and find the send. It records what was sent, for which dates, when and by whom — see [Investigating a rate send](/revhero-docs/automation/event-log/investigating-a-rate-send.md).
2. Read the lines in order for that stay date. Where several sends land on the same date, the most recent one is what is in market.
3. Set the rate you want on the [Yielding Board](/revhero-docs/setting-your-rates/yielding-board.md) and send it. Your rate replaces what went before.

## A screen is slow to load

1. Narrow the period. Three months renders far faster than a full year.
2. Reduce the filters in play — fewer room types and segments at once.
3. Reload the page.
4. Try a different browser. Revhero is built for the current and previous versions of the major browsers.

## Budget versus actual looks wrong

1. Open [Budget & Target](/revhero-docs/your-hotels-performance/budget-target.md) and confirm the current month's budget is actually set, and is this year's number.
2. Confirm you are comparing **room revenue**, not total revenue.
3. Check how you split the month into daily targets. An even split flatters or punishes months with an unusual weekend pattern.
4. Re-do the sum yourself from [Daily Performance](/revhero-docs/your-hotels-performance/daily-performance.md): month-to-date actuals plus on the books, against the monthly budget.
5. If it still does not reconcile, ask for help with both screens attached.

## The property selector only shows one property

1. Confirm with your admin which properties you should be able to see.
2. Your admin grants property access in webhotelier, not in Revhero. No request to us is needed — see [Users](/revhero-docs/your-hotels-setup/users.md).
3. If your admin cannot see them either, ask for help.

## The send control will not activate

1. Confirm at least one date is selected. Sending applies to your selection.
2. Check whether any selected date carries an error. A date with an unresolved problem — commonly a room or rate plan that is not mapped — blocks the send until it is fixed. See [Rate plans & boards](/revhero-docs/your-hotels-setup/settings/rate-plans-and-boards.md).
3. Check your role. Some roles can read the product but not send rates. Your role comes from webhotelier — see [Users](/revhero-docs/your-hotels-setup/users.md).
4. Check the connection to your channel manager in [Integrations](/revhero-docs/your-hotels-setup/integrations/getting-connected.md). A connection that has dropped must be restored before anything can be sent.
5. Reload the page. If it is still inactive, ask for help.

## Still stuck?

See [Getting help](/revhero-docs/support/getting-help.md) for what to send and who to send it to.

***

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