> ## Documentation Index
> Fetch the complete documentation index at: https://docs.trellistech.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> Fix the most common issues with sign-in, messages, sync, AI replies, tasks, notifications, and mobile

## 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 [support@trellistech.com](mailto:support@trellistech.com) with the property, the time it happened, and a screenshot.

## Sign-in and access

<AccordionGroup>
  <Accordion title="I cannot sign in">
    * 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.
  </Accordion>

  <Accordion title="I do not see a property, inbox, or task I expect">
    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.
  </Accordion>

  <Accordion title="A teammate cannot see what I see">
    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.
  </Accordion>
</AccordionGroup>

## Inbox and messages

<AccordionGroup>
  <Accordion title="A guest message is missing or delayed">
    * 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.
  </Accordion>

  <Accordion title="A reply will not send">
    * 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.
  </Accordion>

  <Accordion title="The wrong reservation is linked to a conversation">
    Open the conversation, choose **Change reservation**, and pick the correct one from the suggestions or search.
  </Accordion>

  <Accordion title="A conversation is marked done but keeps reappearing">
    New incoming messages reopen done conversations on purpose so nothing is missed. Mark it done again after you reply.
  </Accordion>
</AccordionGroup>

## Property and reservation sync

<AccordionGroup>
  <Accordion title="A property is not showing up">
    * 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.
  </Accordion>

  <Accordion title="Reservation details look out of date">
    * 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**.
  </Accordion>

  <Accordion title="A field I edit in Trellis is not saving back to my PMS">
    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.
  </Accordion>
</AccordionGroup>

## AI Assistant

<AccordionGroup>
  <Accordion title="The AI did not reply or draft a message">
    * 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.
  </Accordion>

  <Accordion title="The AI replied with the wrong information">
    * 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.
  </Accordion>

  <Accordion title="The AI is replying when it should ask a human first">
    Adjust the agent permissions in **AI Hub** so the action requires approval, or restrict the channel the agent works in.
  </Accordion>
</AccordionGroup>

## Tasks and workforce

<AccordionGroup>
  <Accordion title="A task did not get created after checkout">
    * 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.
  </Accordion>

  <Accordion title="A teammate cannot see a task on mobile">
    * 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.
  </Accordion>

  <Accordion title="A task shows the wrong property address">
    Property addresses sync from your PMS. Update the address in the PMS, then refresh the property in Trellis.
  </Accordion>
</AccordionGroup>

## Notifications

<AccordionGroup>
  <Accordion title="I am not getting 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.
  </Accordion>

  <Accordion title="I am getting too many notifications">
    Adjust your preferences in **Settings & Admin > Notifications**. You can choose which events notify you and on which channels.
  </Accordion>
</AccordionGroup>

## Mobile app

<AccordionGroup>
  <Accordion title="The mobile app feels out of date">
    Pull to refresh on the screen you are viewing. If the issue continues, sign out and sign back in.
  </Accordion>

  <Accordion title="Photos are not uploading">
    * 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.
  </Accordion>
</AccordionGroup>

## 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 [support@trellistech.com](mailto:support@trellistech.com) with those details.

For setup help, see the [Quickstart](/quickstart). For account changes, ask an admin to review [Settings & Admin](/platform/settings).

## Related articles

* [Quickstart](/quickstart)
* [Settings & Admin](/platform/settings)
* [Integrations overview](/integrations/overview)
* [Connected accounts](/platform/connected-accounts)