Troubleshooting
troubleshootingissuesproblemshelphospitality
Description
Common issues and their solutions to help you resolve problems quickly.
Login Issues
| Problem | Solution |
|---|---|
| 'Invalid credentials' error | Check Caps Lock, verify username/password. Use 'Forgot Password' if needed. |
| 'Account locked' message | Contact administrator to unlock. Usually due to 5 failed attempts. |
| OTP not received | Check spam folder, verify mobile number, wait 2 minutes before retry. |
| Session expired frequently | Clear browser cache/cookies, check internet stability, disable VPN. |
Performance Issues
| Problem | Solution |
|---|---|
| Page loading slowly | Check internet speed, clear browser cache, close unused tabs. |
| Reports not generating | Reduce date range, check filters, try during off-peak hours. |
| Export failing | Try smaller data sets, use CSV instead of Excel, check storage space. |
| App crashing on mobile | Update app, clear app cache, reinstall if needed. |
Data Issues
| Problem | Solution |
|---|---|
| Booking not showing on calendar | Check date filters, verify room/property selection, refresh availability. |
| Payment not reflecting on guest folio | Wait 5 minutes for sync, check payment gateway status, verify transaction ID. |
| Room status not updating | Contact housekeeping staff who updated it, request edit permission from admin. |
| Restaurant order not appearing in kitchen (KOT) | Check kitchen printer/station assignment, verify order was sent, not just saved as draft. |
Contact
Phone
Portal
https://portal.scomserp.com/support
Hours
Sunday-Friday, 9:00 AM - 6:00 PM NPT
Pro Tip
Before contacting support, gather: your property ID, user role, exact error message, and steps to reproduce the issue. This helps resolve problems faster.