Sign-in or access
I cannot sign in
I cannot sign in
Confirm the invited email and selected workspace. Use password reset from
the sign-in screen when needed. If your company uses its own sign-in flow,
start there.
I cannot see a property, conversation, task, or page
I cannot see a property, conversation, task, or page
Clear page filters, then ask an admin to review your role, team, and property
scope in Settings > Permissions. See
Choose roles and property access.
A vendor cannot sign in
A vendor cannot sign in
Confirm the contact in Settings > Permissions > Vendors before using the
available resend option. See Set up a vendor.
Inbox or message
An incoming message is missing
An incoming message is missing
Clear Inbox channel and property filters. Confirm the message reached the
connected source account, review its status in Settings > Integrations,
and refresh Inbox once. Use the matching channel guide.
A reply did not send
A reply did not send
Check the recipient, conversation state, channel, and connection. If the
result is unknown, do not send the same reply again. Capture the time and
visible status for support.
The wrong reservation is linked
The wrong reservation is linked
Open the conversation and use the available reservation change control.
Confirm the property, guest, and dates before saving.
Property or reservation sync
A property or reservation is missing
A property or reservation is missing
Confirm the record is active in the source system. Review the integration
status and use the refresh method documented for that provider. Then compare
one known current record in both places.
A detail looks out of date
A detail looks out of date
Check the latest value in the source system, use the provider’s documented
refresh method, and confirm the known change arrived. Start with the
Integrations overview.
A Trellis edit did not appear in the source system
A Trellis edit did not appear in the source system
Check the integration page to confirm that field can go back. If the page
does not list it, treat Trellis as a separate record and contact support
before repeating the change.
AI Agent
The AI Agent did not draft or reply
The AI Agent did not draft or reply
Confirm the selected agent, conversation, channel, and access. Check whether
the request requires a person or approval. Keep the case in review mode
while you investigate.
The AI Agent used wrong information
The AI Agent used wrong information
Do not correct only the draft. Find and correct the source, then repeat the
same test in review mode. Follow
Fix wrong AI information.
The AI Agent acted when it should ask
The AI Agent acted when it should ask
Require approval for that action, tighten the hand-off instruction, and
repeat the same safe test. See
Launch and hand off your AI Agent.
Tasks, workforce, or workflows
A task was not created or assigned
A task was not created or assigned
Check the property, task type, assignee or department, and the workflow that
should create it. Open Workflows > Runs to find the step that stopped.
A worker cannot see assigned work
A worker cannot see assigned work
Check the task assignee, department, role, and property scope. Then ask the
worker to refresh. See
Field worker onboarding.
A workflow did not start or stopped
A workflow did not start or stopped
Confirm it is enabled and the trigger occurred. Open the run and review each
condition, approval, action, and visible error. See
Workflow automations.
Notifications or mobile
A notification is missing
A notification is missing
Check Trellis notification preferences and the browser or device
permission. Confirm the assignment or event should notify that person.
Photos do not upload
Photos do not upload
Check camera and photo permissions and connection quality. Keep the task
open until the required proof appears; do not mark it complete early.
The mobile view is out of date
The mobile view is out of date
Pull to refresh the current screen. Confirm the correct workspace and
account before signing out and back in.
Contact support
Email [email protected] with:- The affected property, conversation, task, workflow, or integration.
- The time and your time zone.
- What you expected and what appeared.
- The safe checks you completed.
- A screenshot with private guest details hidden when possible.