Most of the apps listed on the Marketplace are built-to-us integrations, meaning you must contact the app's support team first to identify and resolve an issue.
In this article, you will learn how to troubleshoot based on the app developer type and common errors.
Any questions about creating an account on a third-party app should be sent to that app's support team.
What's the app developer type
Before troubleshooting an integration issue, the first thing to do is to determine whether Cloudbeds or a partner develops the integration. Here’s how to identify it:
- From your Account
, go to Apps & Marketplace
- Search for the desired app
- Click on Learn more
- Check the Developed by field:
Troubleshooting workflow depending on the developer type
1. Cloudbeds Add-Ons (ex., PIE)
Integrations like PIE are Cloudbeds add-ons, developed and supported by Cloudbeds.
Any issues with these systems should be checked by the Cloudbeds Support team: in case you're facing the problem with PIE, submit a ticket to support@cloudbeds.com.
Related article: PIE (Price Intelligence Engine) - Everything you need to know
2. Payment Processing and Payment Gateways
Payment processing is a functionality provided by Cloudbeds, which allows you to connect supported payment gateways to your Cloudbeds PMS account.
Issues with the Payment Options page and payment processing functionality inside Cloudbeds PMS (e.g., adding, charging, refunding buttons not working properly; charge/refund amounts incorrectly displayed in folio or invoice) should be investigated by the Cloudbeds PMS team (submit a ticket to Cloudbeds support team).
Related article: Payment Processing Knowledge Base
If you receive an error during payment processing, it can also be related to your payment gateway settings (e.g., your payment gateway is set to test mode) or settings in your OTA (e.g., you do not require to collect CVV when the guest adds the card, which is required by your gateway). Contact Cloudbeds or your gateway support to research the error you're facing and identify its reason.
3. Integrations with third parties built by Cloudbeds (e.g., Zapier, Google Analytics, CZ Gov Integration)
The integrations to Zapier, Lightspeed, Czech Gov Invoicing, for example, were built by Cloudbeds, which means that the issues that occur during integration or while using the app may be on the Cloudbeds side as well as on the partner's side.
If you encounter a problem with the app, which is supported by Cloudbeds, contact our support team.
4. Integrations with third parties built by Partners (e.g., Hoperator, Hostellers)
Most of the apps listed on the Marketplace are built by technology partners, meaning that another company has developed an integration for Cloudbeds.
For any technical issues with these integrations, contact the app's support team (unless the problem is related to the Cloudbeds PMS interface, e.g., an item added through the app is not printed on the folio or not included in the invoice).
5. App connection process by user type
Cloudbeds users can have access to one or several independent properties, or if several properties are part of a group, the user can have access to the group or organization.
You need to consider the type of user when connecting Marketplace apps:
5.1 Individual property users
- Users with access to a single property or multiple properties not part of an Organization can connect both apps that support or don’t support group accounts.
- If the user has access to multiple individual properties, they should wait 2 minutes between each property connection to ensure that the first property connection is completed before proceeding with the next one.
- If the app supports group accounts, they must connect each property individually.
5.2 Organization users
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Organization owner and admin
Organization owners/admins can only connect apps that support group accounts. If the app does not support group accounts, they will get an error and a property-level user should attempt the connection.
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Organization and property users
Organization and property users can connect both apps that support or don’t support group accounts. The user should wait 2 minutes between each property connection to ensure that the first property connection is completed before proceeding with the next one.
You should log in with an organization owner or admin user if you want to connect to the app as an Organization.
It is important to note that some apps only allow connecting properties individually, whereas others can connect Cloudbeds groups/organizations. Check if the app supports groups here.
Error messages when trying to connect apps
This app doesn’t support group property accounts. Log in with the single property user to connect this app.
Reason: Organization Users cannot authorize apps that do not support Groups (Organization).
If the user who is trying to authorize an app is an Organization Admin/Owner/User they will not be able to do it. Check if the app supports Groups in Marketplace apps integrated with Cloudbeds PMS.
Solution: Login with a property-level user to to authorize the app.
The same is valid for users that have both Organization user level role and Property Owner/Administrator level at the property. The user will be considered part of the Organization and will not be able to authorize apps that do not support Groups.
You do not have permission to install this app, contact your administrator to enable permissions for your user account
Reason: The user role in Users and Roles needs to have the Connect apps in Marketplace permission selected to be able to install apps as follows:
Solution: Request the permission to the Property/Organization Owner to be able to connect apps and proceed.
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