When a booking is not showing up in ChargeAutomation, the steps to resolve it depend on how your properties are connected. Here is a troubleshooting guide based on the most common integration scenarios:
đTroubleshooting
Confirm the correct property is activated on ChargeAutomation
Click on "Re-Sync Properties"
Click on "Import Existing Bookings"
đSiteminder (SMX) Integration
If you are using Siteminder and bookings are missing:
Request a Reservation Flush: If no existing bookings appear after activation, email [email protected] to request a reservation flush.
Check Property Mapping: Verify that the Property Name and Property Code in ChargeAutomation match exactly what was provided in your SMX Activation email.
One-Way Data Flow: Remember that SiteMinder is a one-way integration. ChargeAutomation only receives data as it is pushed from SiteMinder; you cannot manually "fetch" data on demand.
â Zapier / iGMS Integration
If you use Zapier to sync bookings from iGMS:
Check Zapier History: Review your Zap history for any errors in the "Catch Hook" or "Create Booking" steps.
Verify Booking Status: The standard flow only creates or updates bookings if the booking_status is accepted or new. If the status is cancelled or declined, it may follow a different path.
Webhook Configuration: Ensure the Custom Webhook URL from Zapier is correctly configured in your iGMS webhook settings.
đď¸Direct Bookings (Beds24 / Booking Automation)
Check for "Cancelled" Status: For direct bookings, a reservation might initially appear as "Cancelled" in ChargeAutomation if the guest hasn't provided credit card details yet. It will automatically update to "Confirmed" once the guest submits their card information.
đGeneral Troubleshooting Steps
Booking Verification: Some accounts are configured to only show or process bookings once they are "Verified." A booking is verified when:
A pre-check-in link is sent to the guest.
A manual charge or authorization is attempted.
The guest accesses the portal link.
Check the Activity Log: If you can find the booking but data is missing, check the Activity Log tab on the Booking Details page for any errors or sync logs.
Security Deposit Rules: If a Security Deposit is missing, ensure the rule was active before the booking arrived. Rules added after a booking is created do not retroactively apply.
Note: If you have completed all steps and the booking is still not showing in ChargeAutomation, kindly send an email to [email protected].