Troubleshooting Property Creation

Troubleshooting · Updated 2026-10-28

Only the owner can create a property. These are the problems seen on the landing portal wizard.

Symptom: "Database creation failed. Error:..."

Likely causes:

1. The database service had a temporary failure. Retry once after a minute.
2. Server configuration problem (the provisioning service cannot reach the central database). This is not something the hotel can fix.

Checks: ask for the full text after "Error:" and the time. Fix: retry; if it fails again, escalate with that text. Environment note for support: the provisioning service must use the same database server as the authentication service, otherwise the error mentions that the central database does not exist.

Symptom: "Licence needed", "Verify your e-mail address with the OTP first" or "Daily limit of N group database(s) reached"

Cause: a second group in the same app, or a second property in a group, needs a bought licence (the free trial covers one group with one property; message "Your free trial covers one property. Buy a licence for to add more properties."); the e-mail was never verified; the daily limit of new databases per owner (default 5) was reached; or "A creation is already in progress" because the first creation is still running. Fix: Request a licence in the dialog (Free trial and data removal); verify the e-mail; try again tomorrow; wait.

Symptom: "DB API URL/Key not found."

Cause: server set-up problem. Escalate to SunTatva support.

Symptom: "Group property user is not valid."

Cause: the account cannot create a group for this app, for example the group name is already used. In the first-property wizard the group name equals the property name. Fix: change the property name and retry; escalate if it persists. See Create property wizard.

Symptom: "No Property Access"

Cause: the user is not the owner. Fix: the owner creates the property.

Symptom: a field message ("Please enter Property Name.", "Please Select Property Region.", "Please select property image.")

Cause: a required field is empty. For an additional property a property image is required and must be jpg, jpeg, png or bmp ("Only jpg/jpeg, png and bmp files are allowed!"). See Create additional property.

Symptom: the creation looks stuck

Cause: provisioning takes time. Fix: wait up to three minutes, then refresh the portal. If the card does not appear, escalate.

Symptom: after creation the browser goes to a page that does not load

Cause: after creation the portal redirects to the Config web address of the environment. On a local or test set-up that web app may not exist. Fix: close the page and open the property from the landing portal (Open a property in SunPMS). This is an environment configuration matter.

Symptom: wrong time zone chosen

Cause: the time zone cannot be changed after creation. Fix: if no data was entered, create a new property with the right time zone; otherwise escalate. See Key concepts.

Symptom: new property exceeds the room limit

Cause: the plan allows a fixed number of rooms (for example 8 on the free plan). Fix: the owner requests more rooms (Licence request, Licences).

Symptom: the new property does not show the modules expected

Cause: add-on features (Guest Interface, Payment Gateway, WhatsApp and so on) are licensed per property. See Not licensed.

When to escalate

Any "Database creation failed" that repeats, "DB API URL/Key not found", a property that never appears after refresh, a property created in the wrong group.

Tips and FAQ

• Q: I picked the wrong timezone. A: It cannot be changed. If you have not entered data, create a new property with the right one.
• Q: The creation looks stuck. A: Wait up to three minutes, then refresh the portal. If the card does not appear, contact support.
• Q: Can I add a second hotel? A: Yes, see Create additional property.