FAQ
Settings: frequently asked questions
54 answers from the SunPMS manual.
I changed a setting but nothing happened.
Reload the page (F5). Some settings are read once at login.
Read more: Settings overview
A feature is hidden for me but others see it.
Privilege or role (for example WebHook is Owner only).
Read more: Settings overview
I cannot find a setting.
Type part of its name or description in the Property Setup search box; the group chips show how many settings each group holds.
Read more: Settings overview
Where do I turn on group reservations?
Feature Setting > Group.
Read more: Settings overview
Where do I change the word "Room" or "Guest"?
Localization Setting > Display Title Settings.
Read more: Settings overview
Where do I limit who can check out with a balance?
Rental Setting > Check-out rules.
Read more: Settings overview
Why can the front desk not check in a guest without a signature?
Sign Mandatory at check-in is ticked. Untick it here, or capture the signature (see Signature Pad Integration / Hardware Setting).
Read more: Guest Mandatory Data
Do online check-in and CRS bookings obey these rules?
CRS reservations and group reservations skip the check; the Guest Portal has its own required fields.
Read more: Guest Mandatory Data
I hid a column, where is it?
Come back to this page (or the Register column picker) and tick it again.
Read more: Register Settings (Register Column Setup)
Does this affect other users?
Yes, it is a property-wide setting.
Read more: Register Settings (Register Column Setup)
Why cannot I check out a guest with a balance of 0.50?
The zero-balance range is 0 to 0. Widen From/To Balance.
Read more: Rental Setting
Why are rooms not shown in new reservations right after check-out?
Room status after check-out is V/Dirty and V/Dirty display is off.
Read more: Rental Setting
How do I get the simpler folio screen?
Turn on Simplified Check-In / Reservation Screen (and/or Simplified Group Check-In / Reservation Screen) under Folio Screen Layout and click Save. Turn it off to go back to the classic screen; no data changes.
Read more: Feature Setting
Group menu disappeared.
Group is off here.
Read more: Feature Setting
Users are forced to start a shift.
Shift Operation is on; turn it off to remove the requirement.
Read more: Feature Setting
I cannot reduce Allowed Years.
By design after saving; contact support to lower it.
Read more: Feature Setting
Night audit says it cannot be created yet.
The current time is before Night Audit Time, or pending check-outs exist while Allow Night Audit with Pending Check-Outs is off.
Read more: Night Audit Setting
Where did the owner-only box go?
Only users with the Owner role see Restrict Changes on Audited Transactions.
Read more: Night Audit Setting
How do I call guests "Customers"?
Change Guest Title.
Read more: Localization Setting
Amounts show 3 decimals.
Set Number Format to 0.00.
Read more: Localization Setting
Folio shows deleted payments.
Display Deleted Payment is on.
Read more: Display Setting
Names typed in capitals become mixed case.
Guest Name Proper Case is on.
Read more: Display Setting
Where do I choose the document storage provider?
On the Document Storage screen (see 32-document-storage).
Read more: Display Setting
I want sequential folio numbers like HTL1001.
Folio Number > Auto Increment, Prefix HTL, Start to 1001.
Read more: Folio Setting
Why does the guest not get the check-out folio mail?
Email Check-out Folio is off, the guest has no e-mail, or Email Setting is disabled.
Read more: Folio Setting
Why is the gateway drop-down grey?
Change Credential is off.
Read more: Credit Card Setting
Which password do I type in Confirm with Your Password?
Your own SunPMS sign-in password, not a code from support.
Read more: Credit Card Setting
Can a typo here lock my account?
No. A wrong password is not counted as a failed sign-in. After 5 wrong passwords the confirmation only pauses for 15 minutes.
Read more: Credit Card Setting
Cards are not processed online.
Online Credit Card Processing is off, Tokenized Service is Offline, or the payment type is not a card-processing type.
Read more: Credit Card Setting
Why is the card missing?
The property has neither Guest Interface licence.
Read more: Guest Portal Setting
Does switching the portal off stop guest e-mails?
No, only the links and the guest page.
Read more: Guest Portal Setting
The drawer did not open after a cash payment.
Check that this computer has a drawer chosen, the station shows online, the payment type belongs to the Cash category, and look at SunHardware > Cash drawer. Another or a cleared browser has no choice stored.
Read more: Hardware Setting
The drop-down is empty.
The owner has no SunHardware property; create one in the SunAuth landing page.
Read more: Hardware Setting
Parking charge does not reach the folio.
Check the PMS charge chosen in SunParking > Setup > Integrations and that it is flagged "POS charge".
Read more: Parking Setting
Guests' replies do not show.
Callback URL/Verify Token not set in Meta or messages not subscribed.
Read more: WhatsApp Setting
No mails leave the PMS.
The E-Mail Settings switch is off, or the SMTP login failed. Use Test Email.
Read more: Email Setting
Guests see a different sender name.
Change Email From Display Name.
Read more: Email Setting
Why can't I see WebHook?
Your role is not Owner.
Read more: WebHook
Two kinds of events on one hook?
Create two webhooks.
Read more: WebHook
The Spa Setting card is missing.
The property has no SunSpa Integration licence (see Licences).
Read more: Spa Setting
Guests see no Spa tab.
No SunSpa property is linked, or Guests can book treatments on the guest portal (Spa tab) / Show the Spa tab in Guest Portal Setting is off.
Read more: Spa Setting
The gateway I need is not listed.
Only supported gateways are offered; contact support.
Read more: Payment Gateway Integration
Difference to Device Configuration?
Device Configuration is a single page for the same payment device list (with a single Save); the data is the same.
Read more: Payment Gateway Integration
Where did my old scanner / signature pad / door lock entries go?
The PMS no longer shows them. In SunHardware > Door locks use Import from SunPMS to bring the door lock setup across; stations and their attached devices are added in SunHardware > Devices.
Read more: Scanner Integration
The Scan ID, Sign or Make key button is missing in check-in.
Hardware Setting is not connected, or the licence is missing. See Hardware Setting.
Read more: Scanner Integration
Are old documents moved?
No.
Read more: Document Storage
Can I revoke access?
Yes, in your Google / Microsoft account security settings.
Read more: Document Storage
Can a wrong password in Confirm with Your Password lock my account?
No. It is checked against your own password only (SunAuth verify-own-password) and never counts as a failed sign-in. After 5 wrong passwords the confirmation pauses for 15 minutes; a correct password resets the count.
Read more: Document Storage
What is the difference to Payment Gateway Integration?
None in data. Payment Gateway Integration is a list with a dialog (one device at a time, saved at once); this page edits the whole list and saves it together.
Read more: Device Configuration
Where do I enter the ID scanner, signature pad or door lock?
In SunHardware (see Hardware Setting, Scanner Integration, Signature Pad Integration, Door Lock Integration).
Read more: Device Configuration
Menu entry is missing.
The property has no CRS connection.
Read more: CRS Tax Exempt
I do not see FAS Settings.
FAS Accounting is not licensed/enabled for the property.
Read more: FAS Settings
A card in Property Setup has vanished.
The matching licence expired or was never bought.
Read more: Licences
Why do I see 1 / 8 rooms?
1 room is in use; the plan allows 8. (A new property starts on the Starter Plan with 8 rooms. The documentation demo hotel was given the Base Plan plus 100 additional rooms as complimentary licences, so it shows 28 / 120.)
Read more: Licences
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