1. User Creation Process
Created by: The property's IT Administrator
Process: Add the new user’s email address to correct GAD.
Assistance: For any questions during setup, IT Administrators should contact the Four Seasons Digital Operations Team at digitaloperations.helpdesk@fourseasons.com.
2. Common Scenarios and Resolutions
Scenario 1: User Can Log In but Cannot See Conversations
Possible Cause:
The user has been created successfully but has not been assigned any roles within the platform.
Resolution:
Contact the your property's IT admin (who are often location admins) or Four Seasons Digital Operations Team (who are brand admins) to assign the appropriate user roles.
Scenario 2: User Can Log In but Is Associated with the Wrong Property
Possible Cause:
The user’s account details have not been updated with the correct property information.
Resolution:
Reach out to the Four Seasons Digital Operations Team to update the user’s property assignment.
Scenario 3: User Cannot Log In (Rehired or Returning Employee)
Possible Cause:
The user previously worked with the brand, or worked in a different property and was removed from GAD, then later re‑added. This may cause access issues.
Resolution:
Request human support by navigating to Help & Support tab on the left panel → Chat with Us, or request human support when sending an email to the AXP's Support Team at support@alliants.app for assistance.
Scenario 4: User Cannot Log In to the Alliants Staff App
Possible Cause:
The Alliants staff app’s host name is not configured correctly. Without the host name, the App wouldn't know which environment users are trying to log in. As a result, users see an error.
Resolution:
Update the host name to:
fourseasons.alliants.app
If the steps above do not resolve the issue, or if assistance is required at any stage, please contact the Four Seasons Digital Operations Team at
digitaloperations.helpdesk@fourseasons.com for further troubleshooting and escalation.