## Why did the price change before confirmation?

Hotel rates and availability are live. The portal verifies the rate before booking. Review the updated price, currency, taxes, and cancellation terms before continuing.

## Why are there no hotel results?

Remove brand filters, search a city or airport instead of one hotel, change dates, reduce room count, or search a nearby area.

## Why is the map blank?

The map service may be unavailable, blocked by a browser extension, or unsupported on the current network. You can continue using the hotel list. Try another browser, disable content blockers, or open the hotel's address in a separate map service.

## Why can I not see all agency bookings?

Regular Members normally see only their own bookings. Owners and Admins can normally see all agency bookings.

## Why can I not see the agency commission page?

The page is restricted to authorized agency roles, normally Owner and Admin.

## Why is a booking marked non-commissionable?

Commission eligibility depends on the hotel, destination, and rate. Some net or regional rates do not pay commission. The booking may still be valid and may still support hotel loyalty participation.

## Can I cancel a completed booking?

No. Completed and already-cancelled bookings cannot normally be cancelled. Upcoming bookings are subject to the displayed rate policy.

## Why did a loyalty number not appear?

Confirm that the guest profile contains the correct hotel group's membership, then select the saved guest during booking. The rate must also support loyalty participation.

## Can a colleague use my login?

No. Invite the colleague to the agency workspace and assign the correct role.

## Can I change my email address?

The email may be locked in **Settings**. Contact support for account-email changes.

## What should I do after a booking page error?

Check **Orders** before trying again. If the reservation exists, do not submit a duplicate booking.

## The hotel cannot find the reservation

1. Confirm the hotel name and location.
2. Provide the hotel confirmation number, not only the portal order number.
3. Confirm the guest name and dates.
4. Ask the hotel to search its central reservation system.
5. Contact support with the order number and hotel response.

## The guest did not receive loyalty points

The guest should keep the hotel folio and submit a missing-stay request to the hotel loyalty program. The hotel program makes the final eligibility decision.

## A payout account was rejected

Check the account holder name, bank country, account number, routing or SWIFT code, currency, and address. Submit corrected information through **Commission Payout**.

## A session expired

Select **Sign in again** and complete authentication. The portal should return you to your prior page when possible.

## What information should I provide to support?

Include:

- Portal order number.
- Hotel confirmation number, if available.
- Guest name.
- Hotel name.
- Stay dates.
- Exact error message.
- Time of the issue and time zone.
- Browser and device.
- Screenshot with payment card details and other sensitive data hidden.