OTA FAQ and troubleshooting

Can't create a project?

First sign in and check your organization. You must be an Owner/Admin of an active organization and be able to select it in the form. If it is missing, ask its Owner/Admin to check membership and status. Do not create a project under another organization merely to bypass the error.

Missing a menu item or create/edit action?

Check the selected project, separate feature read/manage/approval permissions, and project state. Archived projects allow historical reading only. An unavailable catalog or commercial configuration can also disable creation temporarily despite your rights. Refresh; if the issue persists, ask a project manager to review your effective capabilities. A visible UI control does not override server authorization.

Signed-in session expired or access denied?

For internal pages, use the WorkCloud sign-in action and return to the OTA dashboard. For an expired or revoked guest session, unlock again at the Guest portal with valid link details. Never send tokens, passwords, or OTP codes in tickets or public documentation.

Can't save a rate, booking, or approval?

Review form warnings: date ranges, currency, and reference catalogs must be valid. On a version conflict, refresh and read the latest record before retrying; avoid overwriting colleagues' work. A draft rate version is not a Final rate; a stale approval requires reviewing the current snapshot. Booking summaries and list can load independently: failure to load a summary is not a zero count.

Client can't see a report or open a link?

Confirm that a snapshot has been published and the correct client role or guest permission was granted to the right email, during the valid access period, with a link that has not expired or been revoked. A draft or ClientVisible setting alone is not enough. See reports and sharing.

Search cannot find a project, room, document, or task?

Open Search, enter a query, then select Search; typing alone does not run it. Check the project and resource-type filters, then confirm that you still have access to read the object. Results contain safe metadata only within authorized scope, so an empty result is not proof that the data was deleted.

Does a missing availability fact mean no rooms or zero availability?

No. A missing fact means the room-type/stay-date combination has no record in the selected scope. Check the dates, room type, and source cutoff, then add or verify data if authorized. Do not derive availability from booking summaries; see Track availability.

Why is a notification missing or why cannot it open?

Open Dashboard, search, and notifications to check the All/Unread/Read filter and personal Inbox/Email preferences. An item may not open its target because the target is no longer available or your access changed. Personal preferences do not replace project-level settings or guarantee Email delivery; never send tokens, passwords, or sensitive information when requesting support.

If the issue persists, send steps, approximate time, error category, and project code (not personal data or secrets) to support@workcloud.vn.