Troubleshooting Check-In, Check-Out, Cancel and Room Move Blockers
On this page
Read the message in the box first; most blockers name a Reason.
Check-in blocked
| Message | Cause | Fix |
|---|---|---|
| Invalid date for Check-In. | The reservation arrival is after the PMS date (or the PMS date is behind because the audit was not run). | Amend the dates (Amend dates) or run the audit if it is late (Night audit problems). |
| Transfer out guest is not allows for check-in. | Folio status is Transfer-Out. | Use another folio. |
| Reservation already checked in by X. | Another user already checked in. | Refresh and open the folio. |
| Room is not vacant. | The assigned room is occupied. | Pick another room (Room change); check room status. |
| Cancelled reservation can not be processed. | The folio is cancelled. | Re-activate it in Search Reservation (Cancel and no-show). |
| No-show reservation can not be processed. Reason: No-Show/Cancel revenue already posted... | Revenue was posted for an earlier date. | Escalate to accounts. |
| Sign Mandatory... Signature Required | Guest Mandatory Data requires a signature. | Capture it (Guest mandatory data, Signature pad). |
| Minimum Rental Age must be more then N years. | Primary guest younger than the Minimum Rental Age. | Check the birth date or the setting (Rental Setting). |
| Availability Fail | No room of that type left (also on re-activation). | Choose another room type or date. |
Also check: a room must be assigned; required guest data and documents (Guest details); the Documents tab limit (Max Documents per Guest).
Check-out blocked
| Message (after "You can not perform checkout operation on this Guest. Reason:") | Cause | Fix |
|---|---|---|
| Invalid Checkout Date. / Guest can only be checked out on the departure date (dd-MMM-yyyy). To check out earlier, change the Check-Out date on the folio to today and save. | Departure is more than a day after the PMS date. The server message was reworded on 2026-10-18 to say how to fix it. | Amend the departure date to today (Amend dates). |
| Balance is not zero. | Permits only zero balance Check-Outs is on and the balance is outside the From/To range. | Settle the balance, or widen the range for round-off (Rental Setting). |
| Authorized payment exist. | An open card authorization and Allow Check-Out with Authorized Payment is off. | Release or convert it (Release authorization, Credit card authorization). |
| deposit (deposit dialog opens) | Allow Check-Out with Deposit is off and a deposit exists. | Refund or apply the deposit (Payments and deposits, Deposit). |
| Parking is still open for |
Parking integration: a car of the stay is still in the car park or parking is unpaid. | Click Post |
Undo is refused
"You can not perform undo operation. Reason:..." with Room is not available, Multiple room selection exist, Sales & Channel invoice created, Payment transfer entry exist, or Credit card payment exist. Each reason must be removed first; a reason must be typed ("Please provide Undo reason."). Needs the undo privilege (Button or menu missing).
Room change or amend problems
"Please select a Room.", "No Available Room", "n Adult(s) are allowed in X Room Type" (new type holds fewer adults). Check room-type occupancy in Room type binding and occupancy. The child limit shows "n Child(ren) are allowed in X Room Type"").
Cancel or no-show problems
Cancel is greyed without the Cancel reservation privilege. No Show Reservation Status is not allowed for future date. means the arrival date has not come. Non-refundable bookings warn you to post the payment.
When to escalate
A blocker whose Reason does not match anything visible on the folio (for example "Balance is not zero" with a visible zero balance), or the same folio failing for several users.
Tips and FAQ
- Q: Why cannot I check out a guest with a balance of 0.50? A: The zero-balance range is 0 to 0. Widen From/To Balance.
- Q: Why do I not see a Save button? A: Folio is cancelled/No-Show beyond editing, or you lack the privilege on a checked-out folio.
Signature and notice (one flow)
Guest signature required... (single folio or group member): let the guest sign (Sign menu on the guest or on the group folio) and check in again. A group member can use the group signature only if the group signed the notice that is the signing notice now; if the notice was changed since, the member signs. See Signature and notice flow.