Troubleshooting a Missing or Greyed-Out Button, Card or Menu
On this page
A control can be hidden or disabled for four reasons: the privilege of the user's role, a setting or feature switch, a licence, or the state of the data (for example a cancelled folio). Work through them in this order.
Step-by-step decision
- Does the Owner see it? Log in as (or ask) the owner. The Owner role always has every privilege. If the owner sees it and the user does not, it is a privilege (cause A).
- Does nobody see it, even the owner? Then it is a setting (B), a licence (C) or data state (D).
- After any change the user must log out and in again.
A. Privilege (most common)
Open Property Setup > User & Access > Assign Transaction Privileges (screens) or Assign Report Privileges (reports) for the user's role and tick the matching privilege. Names are in the Privilege reference.
| Control | Privilege or condition |
|---|---|
| Create Audit (Night Audit) | Create New Business Day (Night audit) |
| Cancel on a folio | Cancel reservation (Cancel CRS reservation for online bookings) (Cancel and no-show) |
| Undo check-in or check-out | Access to undo room / Access to undo transaction, plus the Undo/Redo licence (Undo transaction) |
| Rate cells read-only in the Rate Manager or the Rate & Availability Summary | Configure Rate Settings (Rate manager) |
| Credit card documents and card details | View Credit Card Information |
| Bad debt payment type | Assign Bad Debt Access |
| A report in the Reports menu | The report privilege in Assign Report Privileges (Reports overview) |
| Dashboard cards such as Monthly Revenue | The matching chart privilege (Dashboard) |
| Guest Portal Setting editable | Configure Guest Portal (otherwise the page is view only) |
| Shift-related screens | Not a privilege; see setting B |
B. Setting or feature switch
| Missing item | Switch |
|---|---|
| Group reservation menus | Group in Feature Setting |
| Range Tax columns | Range Tax in Feature Setting |
| Shift screens / forced shift start | Shift Operation (Shift details) |
| Auto Post To FAS option in Night Audit | A FAS system chosen and "Auto post to FAS on night audit" on (FAS settings) |
| Sync STR Report link | Property registered as STR |
| Guest Interface Link in the e-mail menu | Folio reserved, not checked out, portal on (Print and e-mail) |
| Owner-only audit option | Only the Owner role sees Restrict Changes on Audited Transactions |
| CRS items in Settings and Audit | Property flagged as CRS-connected by SunTatva (Sync overview) |
C. Licence
See Not licensed. A card that is gone for everybody, including the owner, is usually an expired or unbought licence (Licences).
D. State of the data
- Save not shown: the folio is cancelled / No-Show beyond editing, or the folio is checked out and the user lacks the privilege (Saving and confirming).
- Check-in not offered: no room assigned, or status Transfer-Out (Check-in).
- Create Audit greyed: PMS date is already today or the Audit Date field was changed (Night audit problems).
- Report to OTA greyed: reconcile first and there must be a discrepancy (OTA reconciliation).
- A room is missing from a list: rooms under maintenance are not listed in housekeeping status (Room maintenance).
- Save greyed in Rate Type Binding: the base rate type (RACK) cannot be bound (Rate type binding).
When to escalate
The privilege is ticked, the user logged out and in, the setting and licence are right, and the control is still missing; or a privilege that the reference says is checked has no effect.
Tips and FAQ
- Q: I ticked a box but the user cannot see the change. A: They must log out and in.
- Q: The Monthly Revenue card is missing. A: Add the Monthly Revenue Chart privilege to the role.
- Q: My user cannot see a report. A: Add the privilege in Assign Report Privileges, then ask the user to log in again.