Troubleshooting

• Check your spam or junk folder, and search your inbox for Hotelmente.
• Wait a couple of minutes: some mail servers delay new senders.
• Check the email address you typed. If it was wrong, sign up again with the right one.
• Click Send a new code. Use the code from the latest email: each new code replaces the previous one.

You can ask for up to 5 codes per hour. If none arrive, contact us.

Codes expire after 15 minutes and only the latest code works. After 5 wrong tries, ask for a new code. Type only the 6 digits.

• Email or password is not right: check both, or use Forgot password?.
• Too many attempts: logging in is paused for 15 minutes after 5 wrong passwords.
• If Hotelmente asks for a code, your email was never confirmed: enter the code it just sent.
• If you were invited, make sure you accepted the invitation first.

The message tells you why:
- Not accepted: the key was not copied completely. Copy it again, without spaces.
- Inactive or expired: create a new key in Cloudbeds.
- No read access: give the key read permissions for your property in Cloudbeds.
- No property linked: the key works but is not linked to a property.
- Cloudbeds busy, not responding or not reachable: try again in a few minutes.

A key that fails the test is never saved, so a working key is never replaced by a broken one.

Hotelmente checks the format before testing: the key must be at least 16 characters, with no spaces or line breaks. Copy it again straight from Cloudbeds, making sure nothing is cut off at the start or end.

A red banner shows the reason. Most failures are temporary: Cloudbeds was busy or could not be reached. Click Sync now to try again. If the key stopped working, an owner can click Test in AI settings and, if needed, Replace key. The data from the last good sync stays available meanwhile.

The first sync and Full sync (2 years) load your whole history and can take several minutes for busy hotels; Reservations is the longest step, and the banner shows how many are loaded. Cloudbeds also limits how fast data can be read. You can keep working, or close the page: the sync continues and pages update when it finishes.

• Click Sync now on the page: it refreshes that page’s data.
• In AI settings, click Sync changes to update every page.
• If past reservations changed a lot in Cloudbeds, run Full sync (2 years).
• A page that needs another service, such as Website Analytics (Google Analytics) or Social Media (Facebook and Instagram), tells you what to connect in AI settings.

Sync now is hidden for viewers and when no property system is connected. Ask an owner or manager to sync, or an owner to change your role. Hotelmente still syncs by itself when the app opens and every night.

• Your role: viewers can see pages but not change anything, and only owners manage the connection, billing, business details, properties and the team.
• Your products: each page of the app needs its product (Hotelmente AI) active on this property; otherwise it shows a lock.
• Setup: until Hotelmente PAY or FACTURA is set up, their pages open the settings page with a guide.
• Your connection: until the property system is connected, you are taken to the Hotelmente home.
• A service: some buttons appear only when a service, such as the AI engine, is available.

Until its setup is complete, every page of Hotelmente PAY or FACTURA opens its settings page with a guide on top: what is left, step by step, with a (done/total) counter for each step and what is still needed. When everything is complete, the pages open normally. Only an owner can enter these settings.

The drop-down lists the properties of your group that you belong to. If a property was added by another owner, ask them to invite you in Users & team of that property. A hotel of another owner that invited you can be opened from the hotel selector on the Hotelmente home.

The message says why:
- Too large: photos up to 15 MB, videos up to 200 MB, logos up to 5 MB.
- Wrong type: photos and logos must be JPEG, PNG or WebP, videos MP4, MOV or WebM. Hotelmente checks the file’s content, so renaming a file does not help.
- Folder full: the Media Folder holds up to 500 uploaded files; delete some first.
- Only managers and owners can upload.

The action is reserved for owners: the Cloudbeds connection, deleting synced data, products and billing, the pack and adding properties, business details and contacts, the team, deleting the account, the bank credentials for Hotelmente PAY and the FACTURA settings (what to invoice, numbering and credentials). Ask an owner to do it or to make you an owner in Users & team.

That page belongs to Hotelmente AI, and that product is not active on this property, because it was never subscribed or the subscription ended. The card says which product it is part of. An owner can click See plans, or add it on the Hotelmente home under My products, or in Account info → Subscription → Add or change products.

You have a login but no hotel, usually because you were removed from a team or an invitation was not accepted. Ask the owner to invite you again.

Hotelmente has paused the account. You can still log in, change your password and switch to other hotels, but not use this one. Contact support through the contact page, including your hotel name.

Your page was open from an earlier session, for example after you logged in again in another tab. Reload the page and try again. If it keeps happening, log out and log in again.

• Switch with EN or ES at the top, or in Your profile and click Save profile; the page reloads.
• Your language is saved on your login, so logging in on another device uses it. If a page opens in the other language, switch once there and it is saved again.
• Links from the Spanish website open the app in Spanish.

• If you cancelled on the Stripe or PayPal page, nothing was charged; start again from the plan step.
• If it says the payment is not complete yet, refresh the Hotelmente home in a moment: products switch on when Hotelmente confirms the payment with the provider.
• If card payments or PayPal are not available yet, use the method shown, or contact billing.
• If a card is declined, try another card or PayPal.

The last monthly charge failed. Your products keep working while the provider retries. Click Manage payment in Account info → Subscription to update your card, or fix the payment in your PayPal account.

Invitation links work for 7 days and only once, and a newer invitation to the same email replaces the older one. If it expired or was already used, ask an owner of the hotel to send a new invitation.

If it says Hotelmente is setting the service up, it switches on by itself, as with the AI engine or Google data. If it says to connect something first, that feature needs your own account, such as Google Analytics or Facebook and Instagram: connect it in AI settings.

When you connect a service by signing in with the provider, for example Connect with Cloudbeds, the approval link is valid for 10 minutes. Start again from AI settings and finish the sign-in in one go.

Some actions, like Delete synced data, cannot run while a sync is in progress. The banner at the top shows the current step; try again when it finishes.

The app opens once Hotelmente AI is active and your property system is connected. If you land on the home, finish the step it shows: choose your platform, your plan, or connect Cloudbeds. If you are not an owner, you see Almost ready until an owner finishes.

Write to us through the contact page and choose Customer support. Include your hotel name, the account number from Account info, the page you were on and the exact message you saw.