Self-help and Emergency Out of office hours - Urgent Issues

1. If your elina system is down please check the following https://downforeveryoneorjustme.com 

Please put your system URL

eg. https://customername.elinapms.com

If elina is down for all users please check the elina Status page for updates (Your elina system would appear under the header elina Admin) 

If the elina Status is not updated please contact the Concierge 

2. If the above is showing that your elina system is working but you still cannot access it please try the following:

• Try accessing elina on another computer and browser
• Delete your cookies and cache on your browser
• Try accessing elina on another network (eg mobile data)

3. If you can see the login page but you cannot access elina then the issue most likely is your profile please check the following:

• Ask a colleague that has access to elina check your user is active
• Ask a colleague that has access to elina check your username correct 
• Please try changing your password
• If you are unable to reset the password, please ask a system administrator to reset your password

4. If your elina system is working, however, all users cannot access elina. Please contact the Concierge 

1. If one reservation has not come through to elina, please read the following article on reservation import failures

2. If all your reservations are not coming through to elina.

please check the elina Status page for updates

If the elina Status is not updated please contact the Concierge with the following information:

• How many reservations haven't been imported 
• At what time was the last reservation imported

NOTE: The Concierge team must know the above questions to better assist

Please read the following scenarios 

1. If your elina Booking engine is not working please check the following https://downforeveryoneorjustme.com/ 

Please put your Booking engine URL

eg. https://customername-bookings.elinapms.com

2. If the above is showing that your Booking engine is working but you still cannot access it please try the following:

• Try accessing elina on another computer and browser
• Delete your cookies and cache on your browser
• Try accessing elina on another network (eg mobile data)

3. If the first point is showing that your booking enigine is down please check the elina Status page for updates

If the elina Status is not updated please contact the Concierge  

1. If elina has not taken payment 

Please check that the credit card is added in elina and the invoicing rules in elina

2.  If the card details are not in elina, please check the notes section the reservation for some the reason why

However, checking the logs on your payment gateway will provide more detail

3. If multiple payments are not coming through to elina but they showing on your payment gateway as a success 

Please check elina Status as maybe we are aware of an issue, 

If we are not showing any issues on the elina Status please contact the Concierge with the following information:

• How many transactions haven't been imported 
• Are all the payments from the same source (example: booking.com, the same card or the same guest) 
• At what times were the last transactions imported