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How to use this page

Start with the section that matches what you are seeing. Each topic walks through quick checks you can run yourself before contacting support. If the steps below do not solve the issue, email [email protected] with the property, the time it happened, and a screenshot.

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Sign-in and access

  • Confirm you are using the email address your admin invited.
  • Reset your password from the sign-in screen if you are not sure.
  • If your workspace uses single sign-on, sign in from your company portal instead of entering a password.
  • Clear your browser cache or try a private window.
Visibility depends on your role and any property or team filters that are applied.
  • Check your role with an admin in Settings & Admin.
  • Clear any filters at the top of the page.
  • Switch the property or team scope in the page header.
Ask an admin to review the teammate’s role and property access in Settings & Admin. Roles control which areas a teammate can open and which actions they can take.

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Inbox and messages

  • Refresh the inbox.
  • Check the channel filter at the top of the inbox.
  • Open the reservation to confirm the channel is connected.
  • If only one channel is affected, the source provider may be delayed. Try again in a few minutes.
  • Confirm the conversation is still open and not archived.
  • Check that the channel is connected in Settings & Admin > Integrations.
  • If sending failed, the message shows a retry option. Use it once before resending.
Open the conversation, choose Change reservation, and pick the correct one from the suggestions or search.
New incoming messages reopen done conversations on purpose so nothing is missed. Mark it done again after you reply.

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Property and reservation sync

  • Confirm the property is active in your property management system (PMS).
  • Open Settings & Admin > Integrations and check that the PMS connection is healthy.
  • New properties can take a few minutes to appear after they are created in the PMS.
  • Open the reservation and choose Refresh to pull the latest details from the PMS.
  • If many reservations are affected, check the integration status in Settings & Admin > Integrations.
Only the fields supported by your integration write back to the PMS. Fields that do not write back stay inside Trellis. Check the integration page for your PMS to see what is supported.

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AI Assistant

  • Confirm the agent is turned on for that conversation or channel in AI Hub.
  • Review the agent’s instructions and skills - if the request is outside what the agent is allowed to do, it will pause for a human.
  • Try sending the request again. Brief outages can cause a single reply to be skipped.
  • Open the property or knowledge entry the agent should have used and confirm it is up to date.
  • Update the agent instructions in AI Hub to clarify the rule.
  • Use the feedback control on the reply to flag it so admins can review.
Adjust the agent permissions in AI Hub so the action requires approval, or restrict the channel the agent works in.

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Tasks and workforce

  • Confirm an automation or workflow exists for that property and task type.
  • Check the property has the right department or assignee defaults.
  • Open Workflows to see the run history for the rule.
  • Confirm the task is assigned to them or to a department they belong to.
  • Ask them to pull to refresh the task list.
  • Check that they have signed in to the mobile app with the correct workspace.
Property addresses sync from your PMS. Update the address in the PMS, then refresh the property in Trellis.

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Notifications

  • Open Settings & Admin > Notifications and confirm the channels you want are enabled.
  • Check your browser, mobile, or email notification permissions.
  • If you use Slack or email digests, confirm the address or workspace is still connected.
Adjust your preferences in Settings & Admin > Notifications. You can choose which events notify you and on which channels.

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Mobile app

Pull to refresh on the screen you are viewing. If the issue continues, sign out and sign back in.
  • Check that the app has permission to use your camera and photo library.
  • Try uploading from a stronger network connection.
  • Photos retry automatically once the network is available again.

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Still stuck?

If a workaround above does not resolve the issue:
  1. Note the property, conversation, or task involved.
  2. Capture the exact time and a screenshot.
  3. Email [email protected] with those details.
For setup help, see the Quickstart. For account changes, ask an admin to review Settings & Admin.