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Troubleshooting common issues

Channels disconnected, emails not arriving, mobile glitches — common fixes.

The most common issues and how to fix them quickly. If your situation isn't here, email hello@ostelflow.com with a screenshot — we're fast.

"My channel says Not Connected and bookings aren't flowing"

The OTA's auth token expired (this happens occasionally with Booking and Airbnb). Open Channels, find the property, click Reconnect. Within a few seconds the channel goes back to green and queued reservations flow in.

We also monitor this automatically — if a channel is down for more than 30 minutes you'll get an email or Slack ping from us.

"A guest says they didn't get the booking confirmation"

Three things to check:

  1. Open the booking → verify the guest email is correct (a typo in the email is the #1 cause)
  2. Ask the guest to check their spam folder
  3. On the booking page, click Resend confirmation — sends a fresh copy

"My availability looks wrong on Booking.com"

Usually a sync delay (channel managers take up to a few minutes to propagate). If it's been more than 15 minutes:

  1. Open the property's rates calendar
  2. Look at the dates in question — are they marked correctly?
  3. If yes, do a manual Sync rooms from the property page. That forces a full re-push to the channel manager.

"The mobile site looks weird on my phone"

We're mobile-first — if you see anything broken at phone width, screenshot it and email us. Most likely a Safari quirk we can fix quickly.

"I forgot my password"

On the login page, click Forgot password? Enter your email and we'll send a reset link.

"A staff member left, what do I do?"

Open Team → click their row → Remove. Their access ends instantly. Their action history stays attached for audit.

"I want to delete my account"

Settings → Your data → Request deletion. Type your workspace name to confirm. We soft-delete immediately and permanently delete after 30 days. During those 30 days you can email us to restore.

"I want to download all my data"

Settings → Your data → Download JSON. Single file with everything in your workspace — properties, bookings, guests, messages, payments, reviews. Downloads locally; nothing leaves your device.

"I can't take a booking — the system says my subscription is past due"

Your payment failed. Open Settings → Plan & billing → Manage in Stripe and update your card. Access unblocks within seconds of a successful payment.