# When something looks wrong

> A short diagnostic order for the whole product, and the specific fixes for the things that actually break.

Source: https://docs.santara.ai/help/troubleshooting/

## Try these first, in this order

1. **Refresh the page.** Santara updates screens live; a tab left open overnight can hold a stale
   view.
2. **Check the channel.** **Settings → Channels** — is the connection *Connected*, and when did it
   last sync? Press **Refresh** on it.
3. **Check the timezone.** **Settings → Workspace** — a wrong timezone makes "today" wrong
   everywhere: arrivals, cleaning, the brief.
4. **Ask the [assistant](/help/assistant/).** It can read your workspace and will tell you what it
   sees.

Channel-specific problems have their own page: [Channel
troubleshooting](/channels/troubleshooting/).

## Nothing appeared after I connected

Imports run in the background and a large account takes a few minutes. Wait five minutes and
refresh before assuming failure. If the connection shows *Connected* with a recent sync and screens
are still empty, contact support.

## A screen says I do not have access

Your role does not hold the capability that screen needs. Ask an owner or manager on the workspace
to grant it — see [Team and roles](/setup/team/). If you believe you should have it, it is worth
checking you are in the right **workspace**: the account menu shows which one you are in.

## My session keeps expiring

Sign in again. If it happens repeatedly, it is usually a browser blocking cookies for the site, or
two workspaces open in two tabs — the second sign-in wins.

## Prices are not what I expect

In order:

1. Is a **rule set assigned** to the listing? A listing with none is never priced automatically.
2. Is **Price this listing automatically** on?
3. Is **Publish prices automatically** on? Off works prices out without sending them.
4. Are you hitting the **floor or ceiling**? The trend chart shows the limits and whether prices
   are pressed against them.
5. Is the night a **manual price**? Those are protected unless *Replace prices I typed by hand* is
   on.
6. Is the **channel's own accepted range** narrowing it? It narrows your range; it does not replace
   it.

See [Smart pricing](/money/pricing/).

## Availability is lower than expected

Availability is capped at the room's **unit count**. One apartment is one unit. Check the room.

## A cleaning task is missing

Turnovers are created the night before a checkout, for that date only. If the checkout exists and
the task does not by that evening, contact support with the reservation code.

## The daily brief is in the wrong language

The brief follows the **workspace** language, not your personal one — that is deliberate, since it
goes to a team. **Settings → Workspace**.

## A guest message did not send

Check the connection status first: a reply goes out through the channel, so a channel that has
stopped syncing cannot deliver it. The message stays in the thread and can be resent.

## Numbers disagree with the extranet

Check which figure you are comparing. Santara's **revenue** is net payout; an extranet usually
shows gross. Both are stored — [Bookings](/daily/bookings/) shows all three for a stay.

## Something is genuinely broken

[Contact support](/help/support/) from inside the product, so the message arrives with your
workspace, the screen and the connection attached. Include the reservation code, the property name
and the exact date — those three make almost any report actionable.