Common Issues

Solutions to the most common Synoveo issues.

Can't Connect Google Account

Symptoms: OAuth fails, redirect error, no locations appear

Solutions:

1. Clear browser cookies and try again
2. Try incognito/private browsing
3. Ensure pop-ups are allowed for console.synoveo.com
4. Check you are signing into the correct Google account
5. Verify you have Google Business Profile access for your property

Locations Not Showing

Symptoms: Connected Google account but no locations visible

Solutions:

1. Verify you have Owner or Manager access in Google Business Profile
2. Click "Refresh Locations" in the Google connection settings
3. Wait a few minutes for the data to update
4. Check if the location was recently added to Google -- new listings can take time to appear

Channel Connection Issues

Symptoms: Booking.com, Airbnb, or Expedia not connecting or showing errors

Solutions:

1. Verify your credentials for the booking site are correct
2. Check that your property is active on the booking site
3. Ensure your property details (name, address) match between Synoveo and the booking site
4. Try disconnecting and reconnecting the channel
5. Contact support if the error persists after reconnecting

Bookings Not Importing

Symptoms: Reservations made on booking sites are not appearing in Synoveo

Solutions:

1. Check that the channel connection is active (green status)
2. Verify room mapping is complete -- each room in Synoveo must be mapped to the corresponding room on the booking site
3. New bookings may take a few minutes to appear
4. Check the channel sync log for error messages
5. Ensure your rates and availability are published to the channel

Rates Not Updating on Booking Sites

Symptoms: You changed rates in Synoveo but booking sites still show old prices

Solutions:

1. Check the channel sync status for recent errors
2. Verify the rate plan is linked to the correct channels
3. Rate updates typically take a few minutes to propagate
4. Check that the date range you updated is correct
5. Force a manual sync from the channel settings page

Reviews Not Loading

Symptoms: Reviews page is empty or showing an error

Solutions:

1. Check that your Google account is connected
2. Verify your property has reviews -- new listings may not have any yet
3. Refresh the page
4. For booking site reviews, ensure the channel is connected
5. Review data refreshes periodically -- the most recent reviews may take a short time to appear

Direct Booking Website Not Working

Symptoms: Your booking website is not loading or shows errors

Solutions:

1. Check that your website is published (go to Website in the sidebar)
2. Verify your domain or subdomain settings are correct
3. If using a custom domain, check that DNS records are properly configured
4. Ensure you have at least one room with rates set up
5. Clear your browser cache and try again

Slow Dashboard Performance

Symptoms: Console pages loading slowly

Solutions:

1. Clear browser cache
2. Try a different browser
3. Check your internet connection
4. Properties with many rooms and bookings may take a moment to load
5. Close unnecessary browser tabs

Can't Add More Rooms

Symptoms: Room creation fails with a capacity message

Solutions:

1. Check your current unit usage in Settings > Billing
2. Your plan has a unit limit -- you may need to upgrade
3. Calculate your units: (Private rooms x 5) + (Dorm beds) + (Vacation rentals x 10)
4. Upgrade your plan to add more capacity

Still stuck? Contact Support