Connection error messages and fixes

Cloudbeds rejected the key as invalid. Usually part of the key is missing.
- Step 1: In Cloudbeds, open the key again and copy it with the copy button, not by selecting text.
- Step 2: Paste it into Hotelmente with no spaces before or after.
- Step 3: If it still fails, delete that key in Cloudbeds and create a new one.

When you are replacing a key, your current key is unchanged: a key that fails never replaces one that works.

Hotelmente checks the shape before asking Cloudbeds: a key has no spaces and is between 16 and 512 characters. You probably pasted something else (a password, a property ID or a partial key). Copy the API key itself from Cloudbeds and paste it again.

The key was deleted, disabled or revoked in Cloudbeds, or it expired. Create a new API key in Cloudbeds and use Replace key in Hotelmente AI → AI settings. See the guide Cloudbeds API key, step by step.

The key is valid but cannot read your data. Create the key again in Cloudbeds with read access to your property (reservations, guests, rates, rooms, payments), or ask your Cloudbeds account owner to do it. Then paste the new key with Replace key.

Cloudbeds accepted the key but it reaches no property. This happens when the key was created in a different account or group, or the property was removed from it. Sign in to Cloudbeds on the property you want to connect, create the key there and paste it again.

These three messages mean the problem is in reaching Cloudbeds, not with your key:
- Cloudbeds is busy right now. Try again in a minute.
- Cloudbeds is not responding right now. Try again in a few minutes.
- Could not reach Cloudbeds. Try again in a minute.

Wait and click Test again. Your key and data are safe. If it lasts more than an hour, write to us through the contact page.

Cloudbeds answered: followed by a code (bad_request, unexpected_response, endpoint_not_available) means Cloudbeds returned something unexpected. Try again in a few minutes; if it repeats, send us the exact message and the time.

This appears only for hotels connected with the Connect with Cloudbeds button. The access was withdrawn in Cloudbeds or could not be renewed. An owner clicks Reconnect in Hotelmente AI → AI settings and approves Hotelmente again in Cloudbeds. Other messages when you come back from Cloudbeds:
- You cancelled the connection in Cloudbeds. Nothing changed.
- That Cloudbeds sign-in expired. Please try again. (The sign-in must finish within 10 minutes.)
- That Cloudbeds sign-in started in another session. Please try again from here.
- Cloudbeds did not complete the connection. Nothing changed. Please try again.

Your role is Manager. The Cloudbeds connection, PAY bank credentials and, in FACTURA settings, What FACTURA invoices, Numbering and environment and Credentials for sending can only be changed by an owner. Ask an owner to do it, or to change your role in Settings → Users & team.

If you see Your role can view this hotel but not change it. Ask an owner., your role is Viewer and you cannot change any connection.

The saved Page token was cancelled (for example the person who created it changed their Facebook password or is no longer a Page admin), or the 90-day data access was not confirmed. Generate a new token in Graph API Explorer with the Hotelmente app, paste it in AI settings → Facebook Page + Instagram and click Save & test: Hotelmente turns it into a new Page token that does not expire. The guide Facebook and Instagram: connect with one token has the steps.

When you test, Facebook’s own message may be shown, for example Error validating access token: Session has expired. The fix is the same.

• Missing a publishing permission: in Graph API Explorer, generate a new token with the Hotelmente app that includes pages_manage_posts and instagram_content_publish, paste it in AI settings → Facebook Page + Instagram and click Save & test.
• Add read_insights and instagram_manage_insights to your Page token to see reach and growth details: publishing works; only reach, growth and audience figures are missing. Add those two permissions and generate the token again.
• Add your Instagram Business account ID in AI settings to publish on Instagram: click Save & test on Facebook Page + Instagram; the test fills in the ID when an Instagram professional account is linked to your Page.

Hotelmente does not connect to a hotel’s QuickBooks, so there is nothing to connect or reconnect. Send us the exact message through the contact page. The guide QuickBooks Online and Hotelmente explains what to use instead.

• Waiting for the BAC API: payments through BAC are not switched on yet.: BAC has not switched on the connection for Hotelmente yet. Your saved credentials stay saved; nothing to fix.
• Secrets cannot contain spaces. Paste them exactly as the bank gave them.: paste the secret again without spaces or line breaks.
• Add your bank credentials in PAY settings first.: an owner fills in Bank credentials in Hotelmente PAY → PAY settings.
• Missing: …: the list shows which required fields are still empty.

• Upload the certificate file again.: the file could not be read as a certificate. Choose the original .p12 (or .crt/.pfx) file, not a copy renamed from another format.
• That file is too large for a certificate.: you chose another file (a PDF or a ZIP). Certificates are small files.
• That value is too long.: a user or password field has extra text; paste only the value.
• Sending to the tax authority is not connected yet: documents stay ready until Hotelmente switches on sending for your country.
• The provider did not answer: …: the tax authority or provider did not reply; the document keeps its state and can be sent again.
• Rejected: open the document; the authority’s reason is shown. Fix the data and send it again.

Write to us through the contact page with:
- The connection (Cloudbeds, Facebook, Google, bank or tax authority).
- The exact message, copied, and the time you saw it.
- What you already tried.

Never include the key, password or certificate itself: nobody needs it to help you.

If you see Security check failed. Reload the page., the page was open too long or you signed in again in another tab: reload and repeat the step.