Troubleshoot your PMS connection
What each Hostaway or Guesty connection status means, common error messages, and how to fix or reconnect a connection.
Updated
Connection statuses
The Hostaway and Guesty cards on the Integrations page show one of:
- Connected — working normally.
- Needs attention — WelcomeFlo hit a problem talking to your provider. The card shows the specific error underneath.
- Suspended by plan limit — this connection is over your plan's active-connection limit (see About PMS integrations). Disconnect another connection or upgrade to reactivate it.
- Not connected — no connection has been set up yet.
Common errors
- "Authentication failed. Reconnect this provider with a valid API key." Your Hostaway API key or Guesty Client Secret is no longer valid — it may have been rotated or revoked on the provider's side. Disconnect and reconnect with a current key.
- "The provider is rate-limiting requests. WelcomeFlo will retry automatically." Hostaway or Guesty is temporarily throttling requests. No action needed — WelcomeFlo retries on its own.
- "The provider reported an error. This usually resolves on its own — we'll keep retrying." A temporary problem on the provider's side.
- "The data received did not match what we expected and was skipped." A reservation or field WelcomeFlo couldn't safely interpret was skipped rather than imported incorrectly.
- "This property or field is not mapped yet." You're trying to use something (usually reservation sync) on a property that hasn't been matched to a guide yet — see Map properties and sync reservations.
- "We could not deliver this message." The guide link couldn't be written back to your provider or emailed — check the reservation's delivery details in Guest Communications.
Checking a connection is healthy
Select Test connection on the provider's card at any time. It confirms WelcomeFlo can still authenticate with your credentials. If it fails, the credentials themselves are the most likely cause — reconnect with a fresh API key or Client Secret.
Reservations look out of date
Select Resync reservations on the Properties page for that connection. If a specific property still looks wrong, confirm its Reservation sync switch is turned on and that it's mapped to the guide you expect.
Guide link isn't reaching guests
Check the delivery mode on the provider's card:
- Use [provider] messaging — WelcomeFlo writes the link into a field on the reservation; your own Hostaway/Guesty message template has to reference that field for guests to actually see it. Some providers take a little while to make a newly-created field available to pick in your message templates.
- Send with WelcomeFlo — WelcomeFlo emails the guide directly; check the reservation has a guest email address (some booking sources don't share one) and see its delivery status on the reservation's page.
- Both — both of the above happen.
See Manage or troubleshoot guest communications for delivery failures and retries in more detail.
Disconnecting
Selecting Disconnect stops syncing and stops writing guide links into that provider immediately. Your guides, property mappings and reservation history already synced are kept, not deleted — reconnecting later (even with a new API key) restores them without having to remap anything.
Still stuck
Contact WelcomeFlo with the exact error message shown on the connection card — it's the fastest way for us to see what's happening.
