Housekeeping Mobile - troubleshooting

Housekeeping mobile · Updated 2026-10-25

Problem	Likely cause	What to do
After sign-in the housekeeper sees the full PMS	The user also has desk privileges (another role), so is not "mobile only"	Give only the role Housekeeper (Mobile). Such a user can still open `#/hk`
Sign-in shows "Your IP is not allowed to access this property"	The property uses an IP whitelist and the user's network address is not on it	Add the housekeeper's network address to the whitelist, or untick Apply IP-Restriction for that user (the Add User form has it ticked by default)
After sign-in the user lands on the hotel list instead of straight in	The user has more than one hotel	Pick the hotel; it opens in Housekeeping
Housekeeping Mobile is not licensed	The property does not hold the Housekeeping Mobile licence (chargeable add-on)	The owner requests it under Property Setup > Licences; see Licences
"Cannot open Housekeeping"	The server could not be reached or refused the request	Tap Try again; if it says no access, check the role has Access to Housekeeping Mobile
No access page	The role lacks the privilege for that screen	Add the privilege in Roles and Privileges
My rooms is empty	No rooms assigned to this user	Add the user to a housekeeping group and assign rooms; or give Assign / See All Rooms
Room buttons missing, read-only banner	The role lacks Change Room Status, or the room is not yours, or the hotel date is not today	Check the privilege and the assignment
Status change refused	The desk rules do not allow it, or Rooms need inspection is on	Use an allowed status; ask a supervisor for Vacant Ready
No Chat tab	No Access to Communication privilege or the Team Chat licence is off	Use Reports; see Chat licences
"You are offline" bar	The phone lost the network	Keep working; saved reports are sent automatically
"1 report waiting to be sent" does not go away	No network or the server is down	Tap Send now when online
Photos will not attach	Not an image, or too large	Use a normal photo; the app shrinks pictures, up to 4 on the form
"Your session has ended. Please sign in again."	Sign-in expired	Sign in again
Alerts do not show while the app is closed	Alerts are live only while the app is open	Open the app

Tips and FAQ

Q: The housekeeper sees an empty room list. A: No rooms are assigned to them yet. Add the user to a Housekeeping Group and assign rooms (Room assignment), or give the privilege HK Mobile - Assign / See All Rooms. The list shows exactly the rooms of the groups the user belongs to.
Q: Why can the housekeeper not open other PMS pages? A: By design. A mobile-only user is sent back to Housekeeping and the server refuses every other request (403). Give a desk role as well if the person must also use the desk.
Q: I cannot close a report that is still Reported. A: Close is possible only from Resolved or Rejected. Acknowledge, assign and resolve the report first, or reject it with a reason.
Q: I sent a report with no signal. Is it lost? A: No. It is saved on the phone ("1 report waiting to be sent") and sent automatically when the network returns, or tap Send now.
Q: Who is notified of a new report? A: The people with the privilege HK Mobile - Manage Reports (supervisor) (privilege 283), as set by the hotel's escalation rules for the category and seriousness, plus any person the reporter chose. When no rule matches, every supervisor is notified. The reporter is never notified of their own report.
Q: Alerts do not appear while the app is closed. A: Alerts arrive only while the app is open; open it to see them.