Help
Troubleshooting
Hit a snag? Find your symptom below and follow the steps. Most issues are quick to resolve, and if one isn't, you'll know exactly what to tell support.
Can't log in
You're getting an error or your password isn't accepted.
- 1Double-check the email address and that Caps Lock is off.
- 2Use Forgot password on the sign-in screen to reset it.
- 3Confirm your account was invited and you accepted the email invitation — ask your Owner or Manager if unsure.
- 4Try a different browser or a private window to rule out a saved old password.
- 5Still stuck? Email [email protected] with the email you're using.
A booking didn't appear
A guest booked but you can't see the reservation in Aurora.
- 1Refresh Reservations and check the Upcoming filter — it may be there under a different date.
- 2Search by the guest name or booking reference.
- 3If it was an OTA booking, open Settings → Channel manager and confirm the connection is active.
- 4Click Sync to channel manager to pull the latest from your channels.
- 5If it still doesn't show, note the channel and reference and contact support.
A rate didn't push to a channel
You changed a price but the channel still shows the old one.
- 1Re-open Rates and confirm the new price actually saved on the right room type, rate plan and date.
- 2Go to Settings → Channel manager and check the connection is active and recently synced.
- 3Click Sync to channel manager to force an immediate push.
- 4Confirm that room type and rate plan are mapped to the channel — an unmapped plan won't update there.
- 5Allow a short moment for the channel to refresh, then re-check on its extranet.
A room shows the wrong status
A room looks occupied, dirty or available when it shouldn't.
- 1Open the Rooms status board and find the room.
- 2Check whether a reservation is still checked in — complete the check-out if the guest has left.
- 3From Housekeeping, update the room to the correct status (clean, dirty or inspected).
- 4Refresh the board to confirm the change has taken effect.
OTA sync looks off
Availability or prices don't match between Aurora and a channel.
- 1Open Settings → Channel manager and check the connection status and last sync time.
- 2Reconnect the channel if the status shows an issue, then save.
- 3Run Sync to channel manager to push your current rates and availability.
- 4Re-check your room-type and rate-plan mapping for that channel so nothing is missed.
- 5Compare a single date on both sides to confirm they now match.
When to contact us
If a step above doesn't resolve it, email [email protected] with the screen, the date and any booking reference. The more detail, the faster we can help.