FAQ
Configuration: frequently asked questions
33 answers from the SunPMS manual.
Which master should I set up first?
Rate types and payment types, then taxes, roles and users (New hotel go-live checklist).
Read more: Configuration
I deleted a record by mistake.
Delete only deactivates the record and the lists show active records only. Create it again, or ask support to reactivate it.
Read more: Configuration
Why can't I see a screen in this chapter?
Your role lacks the privilege, or the property's licence does not include the feature.
Read more: Configuration
Why is there no New Rate Type button?
Your role lacks "Access to Configure Rate Type". Ask an owner to tick it in Assign Transaction Privileges.
Read more: Rate Type
Where do I make a rate "RACK minus 10%"?
Read more: Rate Type
I saved and the form went blank.
That is normal; the record was saved. Click Cancel to close.
Read more: Rate Type
Why is Save greyed out?
You opened the base rate type (RACK); it cannot be bound.
Read more: Rate Type Binding
Why are Complementary / House Use greyed?
A bind option is ticked; untick them first.
Read more: Rate Type Binding
Can I rename "Other Charges"?
Yes; since 2026-10-17 the Other Charges screen no longer fails, it pre-selects the first category when the name is not found.
Read more: Other Charge Category
Why can't I tick Taxable?
No other-charge tax exists yet.
Read more: Other Charges
Where is Measurement Unit?
The field is hidden in this version; units are always saved as none.
Read more: Other Charges
Do I need to add units?
No; the default No. is enough for most properties.
Read more: Measurement Unit
Why does a unit I add show nowhere?
Units are not used on folios in this version (see above).
Read more: Measurement Unit
I cannot find a unit I deleted.
The screen lists active units only; a deleted unit stays in old records but is not listed. Create the unit again if you need it.
Read more: Measurement Unit
How do I hide a method I no longer use?
Delete it (only possible if never used).
Read more: Payment Type
How do I remove a currency?
Open it and click Delete in the edit window (works since 2026-10-18).
Read more: Exchange Rate
Do rates update automatically?
No; edit the Rate manually.
Read more: Exchange Rate
User cannot log in.
Check Active status, IP restriction and the password (Reset). The Lock icon (Unlock) applies only when an account is locked, which the current build does not do by itself.
Read more: User
Can I change a user's e-mail or user name?
Not on this screen after creation.
Read more: User
Where do I choose what a role can do?
Assign Transaction Privileges and Assign Report Privileges (see Privilege Reference).
Read more: Roles & Privileges
Why does a new role have no rights?
A new role starts empty by design. Assign its privileges in Assign Transaction / Report Privileges, then give the role to users.
Read more: Roles & Privileges
Undo/Redo privileges are missing.
They show only when the property has the Undo/Redo licence.
Read more: Assign Transaction Privileges
I ticked a box but the user cannot see the change.
They must log out and in.
Read more: Assign Transaction Privileges
My placeholder shows literally.
Drag it from the list rather than typing it.
Read more: E-Mail Templates
Why is this screen empty?
CRS is not enabled.
Read more: Policy
Can I edit or delete a policy here?
No edit/delete controls are shown on the list in this version.
Read more: Policy
A user is locked out from a new location.
Add that location's public IP here, or clear the user's Apply IP-Restriction box.
Read more: Ip White List
A report is ticked but not shown.
The user must log in again; also check the property's country for country-specific reports and that the report is not switched off for the property.
Read more: Assign Report Privileges
I cannot open the screen.
You need the card on Property Setup; ask the administrator for Access to Configure Role.
Read more: Assign Report Privileges
I changed the Owner role by mistake.
Tick the reports again and Save; the Owner role keeps its other rights.
Read more: Assign Report Privileges
What does "(not in database list)" mean?
The program checks this privilege but it is not part of the standard list that new properties receive, so only the Owner role holds it until the support team adds it.
Read more: Privilege Reference
I ticked a privilege and the user still cannot use it.
The user must log in again.
Read more: Privilege Reference
Where do I tick report privileges?
Read more: Privilege Reference
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