Troubleshooting "Not Licensed" and Licence Problems
On this page
- Symptom: message "X is not licensed for this property. The property owner can buy it from Licences."
- Symptom: the landing banner says "Expired - data will be removed on " or "Data removed"
- Symptom: a card in Property Setup, or a menu item, has vanished
- Symptom: "Only the property owner can buy licences."
- Symptom: cannot add another room (limit reached)
- Symptom: "Licences could not be loaded." or "The request could not be sent."
- Symptom: licence is active in Licences but the API still refuses
- When to escalate
- Tips and FAQ
Access has three layers: account, privilege and licence (Roles and access). This page covers the licence layer. Licences belong to the property, not the user.
Symptom: message "X is not licensed for this property. The property owner can buy it from Licences."
Likely causes:
- The add-on was never bought (for example Guest Interface, WhatsApp, Payment Gateway, SunPOS / SunHardware / SunParking Integration, Door Lock, CRS / OTA Channel Manager, STR Report, Undo / Redo Transactions).
- The licence expired. Cards show "Expires in N days" within 30 days of expiry, then "Expired".
- The licence was bought for another property of the same group; each property has its own.
- A request is still pending. The card says "Requested - awaiting activation".
Checks: owner opens Licences (Licences) and looks at the status of the named module and at the Requests table (Pending, Activated, Declined, Cancelled). Fix: owner sends a request (Buy / Renew / Upgrade, then Send request); SunTatva activates it. Checks are cached for about five minutes, so wait that long after activation or log in again.
Symptom: the landing banner says "Expired - data will be removed on " or "Data removed"
Cause: the free 30-day trial ended. Data is backed up and removed 2 days after expiry. Fix: the owner clicks Buy licence; once the licence is active SunTatva support restores a removed group. See Free trial and data removal.
Symptom: a card in Property Setup, or a menu item, has vanished
Cause: the web app hides what is not licensed. Typical pairs:
| Hidden item | Licence needed |
|---|---|
| Guest Portal Setting | Guest Interface (check-in or services & chat) (Guest portal setting) |
| Hardware Setting | SunHardware Integration (Hardware setting) |
| Parking Setting | SunParking Integration (Parking setting) |
| WhatsApp Setting | WhatsApp (WhatsApp setting) |
| Payment Gateway Integration | Payment Gateway (Payment gateway) |
| Key card encoding at check-in (Make key card, DoorLock Key in the folio More menu) | Door Lock together with SunHardware Integration; the door lock system itself is set up in SunHardware (Door lock) |
Housekeeping Mobile (#/hk): the app says Housekeeping Mobile is not licensed |
Housekeeping Mobile (overview) |
| CRS and sync items | CRS / OTA Channel Manager, and the property flagged as CRS (Sync overview) |
| Undo / redo of transactions | Undo / Redo Transactions (Undo transaction) |
Fix: confirm in Licences; if the licence is active but the item is still hidden, check the privilege (Button or menu missing).
Symptom: "Only the property owner can buy licences."
Cause: a non-owner opened Licences. Fix: the owner sends the request (Licence request).
Symptom: cannot add another room (limit reached)
Cause: Rooms in use / allowed (for example 8 / 8). The limit is the plan's included rooms plus Additional Rooms. With no active plan the default plan (Starter Plan) applies. Fix: request Additional Rooms or a bigger plan.
Symptom: "Licences could not be loaded." or "The request could not be sent."
Cause: the licence service did not answer. Fix: reload and retry; escalate if it repeats.
Symptom: licence is active in Licences but the API still refuses
Cause: five-minute cache. If the licence service is unreachable the API lets the call pass, so a refusal means the service answered "not licensed". Escalate if still refused after 10 minutes.
When to escalate
A licence shown Active that does not unlock the feature after 10 minutes and a fresh login; a request pending for longer than agreed; Declined requests the owner does not understand.
Tips and FAQ
- Q: A card in Property Setup has vanished. A: The matching licence expired or was never bought.
- Q: Why do I see 1 / 8 rooms? A: 1 room is in use; the plan allows 8.
- Q: Can I pay here? A: No. The team contacts you with payment steps.