Types of general errors
"Unable to fetch" when loading data
"Error verifying reCAPTCHA": this error can occur when updating settings or images in your SiteMinder platform
"500 server error"
"Something went wrong - Please contact support"
"Oops, something went wrong, please try again"
401/Forbidden message
Error message to log out and log back in
Seeing blank screens
Basic troubleshooting steps
Try these steps:
Refresh the page and try again.
Open your browser in incognito or private mode.
Clear your browser's cache and cookies.
After clearing your browser’s cache and cookies, close your current browser window completely and then open a new browser session before trying again.
Make sure that JavaScript and third-party cookies are enabled in your browser settings.
Connect to a different network or deactivate any VPN.
Try using a different device.
Update your browser to the latest version.
Try using a different browser.
If you are using Google Chrome, make sure Google Translate is turned off (check your browser’s language settings).
If you need further assistance after trying the troubleshooting steps, contact our support team with relevant details and any screenshots.
Permission and access errors
If you see any of the following error messages, it means your user account does not have the specific permissions required to view the page:
"Unauthorised access"
"You do not have permission to access this page"
"You’re not authorised to perform this action"
Button is greyed out
"Additional permission required"
How to resolve:
Contact a user at your property with User Management access and ask them to update your user account permissions to grant you access to the specific page or feature you are trying to use.
If you need to be changed to Admin:
The user with User Management access should:
Click the property name.
Select User management.
Find the user and click the ellipsis button (three dots).
Select Edit this user.
Verify with MFA when prompted.
Under Platform permissions, use the User level dropdown to select Admin.
Click Save.
Once access is updated, the user should log out and log back in.
If you are a General user needing specific permissions enabled:
The user with User Management access should:
Click the property name.
Select User management.
Find the user and click the ellipsis button (three dots).
Select Edit this user.
Verify with MFA when prompted.
Tick the specific permissions you want to enable for this user (for example, Rooms and rates, Channels, or Guest payment details).
Click Save.
Once access is updated, the user should log out and log back in.
I have the right permissions but still get an "Unauthorised access" error, or a button is still greyed out
If you have the correct permissions but are still seeing an "Unauthorised access" error, or a button remains greyed out after you have been granted Admin access, the issue may be caused by your browser or device session. This can happen if you have recently changed devices, used a VPN, logged in from multiple locations, or if permissions were changed recently. Try the basic troubleshooting steps above, starting with clearing your browser's cache and cookies and deactivating any VPN.