Self-help and Urgent Issues

GETTING SUPPORT 

Support During Europen Business Hours

Our standard business hours 08:00 to 18:00 Monday to Friday (GMT). (Excluding bank holidays)

Outside of these hours, our phone lines are diverted to a mobile, which is attended all days, and only considered emergencies will be addressed.

elina Self-help

Our support team is here to help. We have created Explore, our self-help area, to guide you to easily find answers to your questions. When you are in elina, you can also click the ? and articles, videos and FAQs based on the page that you are currently on will appear. 

popular questions & answers

Plus find FAQs and answers for them.

Still need help. Email us elinacares@elinapms.com and we'll open a ticket to help.

Outside of office hours

Any of the issues below are considered an emergency, in which case contact us on + 44 (0) 20 305 17 305 and also email us at elinacares@elinapms.com

System down Reservation imports failures Booking engine Payment gateway
1
elina system down

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 

2
Reservations imports failure

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

3
Booking engine

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  

 

4
Payment gateway

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