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Choose the symptom below. If a message or payment has an unknown result, inspect the original attempt before retrying.

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Sign-in or access

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.
Confirm the workspace and clear filters. Then check the role, property scope, and narrower visibility rules from the affected person’s account. Follow Troubleshoot access before widening permissions.
Confirm the contact in Settings > Team & Permissions > Vendors before using the available resend option. See Set up a vendor.

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Inbox or message

Confirm the receiving account or number and check that the message exists in the source. Clear Inbox filters and inspect No inbox as well as the expected view. Review the connection and routing in the matching channel guide.
Read the message status and error. Check its recipient, sending account, conversation state, and any WhatsApp template requirement. If delivery is uncertain, inspect the original attempt before resending. Keep the time and error for support.
Open the conversation and use the available reservation change control. Confirm the property, guest, and dates before saving.

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Property or reservation sync

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.
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.
Check the provider guide to confirm that the field or action supports updates from Trellis. Review the operation’s status and source record. A local save does not by itself confirm provider delivery.

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AI Agent

Check the selected agent, property scope, channel, and permissions. Review Never responds for, the draft setting for unselected properties, and any urgent tag or escalation. See Autopilot scope.
Do not correct only the draft. Find and correct the source, then repeat the same test in review mode. Follow Fix wrong AI information.
Inspect the specific tool and autonomy settings, or the workflow action that ran. Configure Ask first or a workflow approval where needed and test that the action waits. See Agent permissions.

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Tasks, workforce, or workflows

Check the task’s property, department, template, assignment defaults, and date. For a workflow-created task, inspect Workflows > Runs. Standard task automations are checked in Tasks and do not appear in that run history.
Check the task assignee, department, role, and property scope. Then ask the worker to refresh. See Field worker onboarding.
Confirm it is enabled and the trigger occurred. Open the run and review each condition, approval, action, and visible error. See Workflow automations.

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Notifications or mobile

Confirm the event should notify that person, then check Trellis preferences and device or browser permission. For Slack, check the notification-type override and default channel. See Settings and Slack.
Check camera and photo permissions and connection quality. Keep the task open until the required proof appears; do not mark it complete early.
Pull to refresh the current screen. Confirm the correct workspace and account before signing out and back in.

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Contact support

Email [email protected] with:
  1. Your workspace and the affected property, conversation, task, workflow, or integration.
  2. The time and your time zone.
  3. What you expected and what appeared.
  4. The safe checks you completed.
  5. A screenshot with private guest details hidden when possible.