14. FAQs & Troubleshooting
Solutions to common problems.
108 articles
Why Can't I Log In to AXP?
Why Am I Getting "Access Denied" Errors?
"Unexpected Error Occurred" on AXP Login page
Mandarin Oriental Hotel Group (MOHG) User Creation
How can I Unlock my Account?
How Long Does It Take For My Account to Auto Logout?
Why Am I Seeing "You Are Still Signed In" When Logging In AXP?
Why Do I Not See New Messages?
Why SMS messaging stopped or How can guests opt out of SMS messaging?
Why an Image / Photo Automatically Removed or Hidden?
Why Are My Template's Variables Not Populated?
Who Can Add Internal Notes to a Conversation
How to fix if WeChat messaging fails due to 61016
🔍 How to Check If Escalation Rules Are Working Properly
Error: Too Many Requests In Line Messaging Channel
Why can't I send an outbound message to a guest phone number?
Error Message: This Message Was not Delivered to Maintain a Healthy Ecosystem?
Can a Reactive Whatsapp Template be used at any time?
Why did my Message to a Guest not get Sent from the Default Channel?
Loews - Why the Platform / System Closed the Conversation?
Why System User Closed The Conversation?
Allin Data Security and Privacy FAQ
Why Can't I Send SMS Messages to UK Numbers?
Why Can't I See Closed Conversations When Filtering by Department in History?
What do the Conversation Error Messages Mean? Why message failed to send?
Guest Profile Fields: What You Can Edit and What Syncs Automatically From External Sources
Why Can a Guest Profile Be Created Without a Phone Number?
How does AXP integrate and manage guest phone numbers with Opera PMS?
How to Merge a guest profile in AXP?
Why is the guest phone number field populated with the email address?
Why can I not Send a Digital Itinerary Link to a Guest?
How to hide a room rate from the Digital Itinerary?
Why are there Two Guest Profiles with the same Booking Number?
Why Does the Guest have Duplicate Profiles?
Why Am I Getting a "Record Not Found" Error When Viewing a Guest Profile?
Why Is a New "MO" Badge Appearing in AXP Guest Profiles?
Why Are There 2 Logos in Guest Web App Portal?
How to Modify the Format of Dates
What is the Child Seat field in transportation requests?
How to Enable & Disable Bluetooth & Apple Digital Keys for Room Types?
How to set up auto reply for Out of Hours messaging of your department?
Is there a way to change the Guests App Timezone to the Locations/ Property's Time Zone?
When Generating a Printed Template Guide the Doc appears Blank?
I am Receiving too Many Email Notifications for Reported Messages?
Why did my Message to a Guest not get Sent from the Default Channel?
Can a Reactive Whatsapp Template be used at any time?
Why Does the Guest have Duplicate Profiles?
Why Does the Guest have the Incorrect Room Number Assigned?
Why are there Two Guest Profiles with the same Booking Number?
How to re-sync Opera/Oracle PMS data to AXP?
How to re-sync data for Infor HMS?
I am Receiving too Many Email Notifications for Reported Messages?
When Generating a Printed Template Guide the Doc appears Blank?
If a Request is Sent into AXP does it get Included into First Response Time?
Why Can I not see the Guest Card Payment Details?
Is there a way to change the Guests App Timezone to the Locations/ Property's Time Zone?
Error Message: This Message Was not Delivered to Maintain a Healthy Ecosystem?
How to hide a room rate from the Digital Itinerary?
Why can't I send an outbound message to a guest phone number?
How to set up auto reply for Out of Hours messaging of your department?
Why can I not Send a Digital Itinerary Link to a Guest?
Why is a Guests Digital Key/ Registration for the Key not Appearing in the Guest App?
How to Enable & Disable Bluetooth & Apple Digital Keys for Room Types?
How do you save Custom Views for Requests?
Change Request Process
Why are Cancelled Requests in the Guest Profile not showing, but can be seen in the global search
Error: Too Many Requests In Line Messaging Channel
How to share a Booking link to Apple Wallet or Google Wallet Hotel Keys?
Why is the guest phone number field populated with the email address?
What is the Child Seat field in transportation requests?
What is an Origin Code for audience building?
How to Merge a guest profile in AXP?
🔍 How to Check If Escalation Rules Are Working Properly
How to fix if WeChat messaging fails due to 61016
Using Tab-Key keyboard navigation in request forms
How to Modify the Format of Dates
How does AXP integrate and manage guest phone numbers with Opera PMS?
Who Can Add Internal Notes to a Conversation
Why Can a Guest Profile Be Created Without a Phone Number?
How To Update the Icon of Web Messenger on the Customer's Website?
How to Add Alliants (AXP) as A Subscriber to OHIP Interface
Why Are My Template's Variables Not Populated?
Why an Image / Photo Automatically Removed or Hidden?
Why SMS messaging stopped or How can guests opt out of SMS messaging?
Why Are There 2 Logos in Guest Web App Portal?
Guest Profile Fields: What You Can Edit and What Syncs Automatically From External Sources
Pro-active Whatsapp Template Not Sending