When something looks wrong
A short diagnostic order for the whole product, and the specific fixes for the things that actually break.
Try these first, in this order
Section titled “Try these first, in this order”- Refresh the page. Santara updates screens live; a tab left open overnight can hold a stale view.
- Check the channel. Settings → Channels — is the connection Connected, and when did it last sync? Press Refresh on it.
- Check the timezone. Settings → Workspace — a wrong timezone makes “today” wrong everywhere: arrivals, cleaning, the brief.
- Ask the assistant. It can read your workspace and will tell you what it sees.
Channel-specific problems have their own page: Channel troubleshooting.
Nothing appeared after I connected
Section titled “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
Section titled “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. 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
Section titled “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
Section titled “Prices are not what I expect”In order:
- Is a rule set assigned to the listing? A listing with none is never priced automatically.
- Is Price this listing automatically on?
- Is Publish prices automatically on? Off works prices out without sending them.
- Are you hitting the floor or ceiling? The trend chart shows the limits and whether prices are pressed against them.
- Is the night a manual price? Those are protected unless Replace prices I typed by hand is on.
- Is the channel’s own accepted range narrowing it? It narrows your range; it does not replace it.
See Smart pricing.
Availability is lower than expected
Section titled “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
Section titled “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
Section titled “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
Section titled “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
Section titled “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 shows all three for a stay.
Something is genuinely broken
Section titled “Something is genuinely broken”Contact 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.
For AI tools: this page as markdown · llms.txt · llms-full.txt