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Marketplace - Troubleshooting

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In order to troubleshoot an issue, the user needs to identify where it comes from: Cloudbeds or app/partner. Most of the apps listed on the Marketplace are build to us integrations, which means that in order to identify and resolve an issue with them you need to contact that app's support team first. 

For detailed information please check the guide below:

Please note that any questions about creating an account on a third-party app should be sent to that app's support team.

The troubleshooting workflow may depend on the connection type (whether the integration is developed by Cloudbeds or by a partner).

To check this go to

  1. Marketplace
  2. Search for the app
  3. Click on Learn more
  4. Check the Developed by field:
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, please submit a ticket to support@cloudbeds.com.

Useful links: 

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 (ex. adding, charging, refunding buttons are 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).  

Useful Links:

If you receive an error during payment processing, it can also be related to your payment gateway settings (for example, your payment gateway is set to test mode) or settings in your OTA (for example, you do not require to collect CVV when the guest adds the card which is required by your gateway). Please, 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 (ex. 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 (ex. Hoperator, Hostellers, Hello Here)

Most of the apps listed on the Marketplace are built by technology partners, meaning that another company has developed an integration to Cloudbeds.

For any technical issues with these integrations, contact the app's support team (unless the problem is related to the Cloudbeds PMS interface, ex. item added through app is not printed on folio or not included to the invoice).

5. 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 Mygroup (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 Mygroup 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 Mygroup.

You do not have permission to install this app, please 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.

It isn’t possible to install Apps on this property as it doesn't have Marketplace enabled. Contact Customer Support on how to enable this feature

Reason: Some apps can only integrate with Cloudbeds Premier and Enterprise packages. If you would like to upgrade, reach out to our support.

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