Troubleshooting

Troubleshooting

Solutions to common issues you may encounter.

Login Issues

Can't login to my account?

• Verify email address is correct
• Check caps lock is off
• Try "Forgot Password" to reset
• Clear browser cache and cookies
• Try a different browser

RFP Form Issues

Form not displaying brand colors?

Clear browser cache

Go to Settings > RFP Form Link

Re-save your brand settings

Test in incognito/private window

Clients not receiving RFP confirmation?

• Check their spam folder
• Verify email address is correct
• Check email logs in dashboard

Contract Issues

Client didn't receive contract email?

Check spam/junk folder

Verify email address

Resend from RFP dashboard

E-signature link expired?

• Send a new contract
• Expired links cannot be reactivated

Integration Issues

PMS connection failed?

• Verify API credentials
• Check PMS account permissions
• Review error message details
• Contact your PMS support

CRM sync (coming soon)?

The CRM integrations are coming soon; there is no CRM sync to troubleshoot yet.

Payment Issues

A deposit link that cannot be paid usually means Stripe has paused card payments on your account: Airplate shows a

banner on every page and e-mails you when that happens. Open Settings > Integrations > Stripe and complete what

Stripe asks for. A payment that does not appear on the booking: check the payment in your Stripe dashboard first.

Still need help?

Contact our support team:

• Email: [email protected]
• Support ticket: Help Center → Contact support (in the app)