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PMS Connection Errors

Quick Check

Most connection issues take 5-10 minutes to confirm. If you see a 429, wait for the retry time before trying again.

Use this guide when AVA cannot connect to your PMS or shows a temporary rate-limit error.

Automatic Retry

AVA now retries some short PMS read requests automatically. You may not see a one-time network error.

Preserved PMS messages

If AVA shows a specific PMS error during refresh, use that message. Streamliner keeps the original PMS response instead of replacing it with a generic technical error.

Common Error Messages​

ErrorMeaningDo This
"Please fill all required PMS fields"Missing required credentialsAdd the missing PMS credentials
"Failed to save PMS Integration"Connection or authentication errorRecheck your PMS account and permissions
"Unable to communicate with the property management system"Network or API issueRefresh once, then test the connection again
"429" or "rate limited"The PMS asked AVA to slow down and retry later, and AVA shows the retry time when availableWait for the retry time, then try again
"You don't have access to property ID" or "success:false"Cloudbeds blocked the property or returned a logical access failureConfirm the correct Cloudbeds property, then wait a minute before trying again
"reservationOverlapTo must be greater than reservationOverlapFrom"The PMS rejected the stayover overlap windowUpdate the overlap values in your PMS, then refresh

Temporary Connection Glitch​

What you see: A one-time connection error, timeout, or blank response.

Why this happens: AVA retries some short PMS read requests automatically.

Fix:

  1. Refresh the page once.

  2. Try the action again.

  3. If it keeps failing, check the PMS connection.

  4. If the same error keeps returning, contact support.

    ✓ One-off glitches often clear without any setting changes.

PMS Validation Error During Refresh​

What you see: A PMS message appears during stayover refresh, such as reservationOverlapTo must be greater than reservationOverlapFrom.

Why this happens: The PMS rejected the request because one of its validation rules failed.

Fix:

  1. Read the exact PMS message.

  2. Check the related setting in your PMS.

  3. Correct the value that failed validation.

  4. Refresh AVA once.

    ✓ You should see the original PMS message only until the PMS data is corrected.

Connection Failed​

What you see: Error message when clicking Connect

Check These First​

  1. Verify credentials are correct

    • Double-check your API key or client credentials
    • Ensure no extra spaces before/after credentials
    • Confirm credentials have not expired

  2. Confirm API permissions

    • Log in to your PMS admin portal
    • Verify API access is enabled for your account
    • Check that integration permissions are granted

  3. Check internet connection

    • Try refreshing the page
    • Test other parts of AVA to confirm connectivity

Try This​

  1. Go to Settings → Essentials
  2. Click Disconnect (if connected)
  3. Wait 30 seconds
  4. Re-enter your credentials
  5. Click Connect again

Rate Limit Reached​

What you see: A 429 error, a rate-limited message, or a request that includes a retry time.

Why this happens: Your PMS is temporarily limiting requests. AVA keeps the retry timing when the PMS sends one. If Cloudbeds returns the same access error several times, AVA pauses the next retry briefly.

Fix:

  1. Wait for the retry time shown in the error.

  2. Refresh the page once.

  3. Try the action again.

  4. If the issue repeats, wait a few minutes before retrying.

  5. If no retry time appears, treat it as a short temporary limit and try again later.

    ✓ You should see the request succeed once the PMS allows new requests.

Cloudbeds Access Error​

What you see: A Cloudbeds access message, such as You don't have access to property ID, keeps returning.

Why this happens: The connected Cloudbeds account cannot read that property. AVA pauses repeated retries so the same failure does not flood Cloudbeds.

Fix:

  1. Confirm you are logged into the correct Cloudbeds property.

  2. Ask a Cloudbeds admin to verify the property access and permissions.

  3. Wait a minute before trying again.

  4. Refresh once after the access issue is fixed.

    ✓ The next connection attempt should succeed after Cloudbeds accepts the request.

What you see → Fix

What you seeFix
The error appears onceWait for the retry time, then try again
The error keeps coming backPause for a few minutes, then retry
Reservations still do not loadCheck Sync Issues

Reservations Not Syncing​

What you see: No reservations appear after connecting, or reservations are missing

Quick Fixes​

  1. Click Refresh in the Operations View
  2. Wait 5-10 minutes for initial sync to complete
  3. Verify reservations exist in your PMS for today's date

Check PMS Settings​

  1. Go to Settings → Essentials
  2. Scroll to PMS Integration section
  3. Verify the connection status shows "Connected"
  4. Check sync settings are configured correctly

Still Not Working?​

  • Confirm the reservation dates match the dates you're viewing in AVA
  • Check that the reservation status in PMS allows syncing (confirmed, not cancelled)
  • Verify guest count is greater than 0

Sync Delays​

What you see: Reservations appear with a delay

Normal Behavior​

Most PMS systems sync every 5-15 minutes. Real-time sync availability depends on:

  • Your PMS plan level
  • The specific PMS provider

Reduce Delays​

  1. Use manual refresh when needed
  2. Contact your PMS provider about real-time API access
  3. Schedule sync during low-activity periods

Authentication Errors​

What you see: "Invalid credentials" or "Authentication failed"

For Cloudbeds​

  1. Log in to Cloudbeds
  2. Go to Settings → Integrations → API
  3. Generate new API credentials
  4. Copy credentials exactly (use copy button if available)
  5. Paste into AVA without modifications

For Opera Cloud​

  1. Contact your Oracle representative
  2. Request API credential refresh
  3. Verify environment URL is correct (test vs production)

For Mews​

  1. Log in to Mews Commander
  2. Go to Settings → Integrations
  3. Find Vouch AVA and regenerate access token
  4. Update token in AVA settings

When to Contact Support​

Contact support if:

  • You've tried all troubleshooting steps
  • Error messages reference system errors or technical issues
  • PMS changes are not reflected after 30 minutes

Email: success@vouch-technologies.com

Include:

  • Screenshot of error message
  • PMS type (Cloudbeds/Opera/Mews)
  • Time issue started
  • Steps you've already tried