Troubleshooting Apaleo
1 min read
Resolve access, delayed synchronization and existing-data review states.
Read the connection state
- Connection needs attention: authorization may need renewal. On the Apaleo page, select Reconnect Apaleo when offered and authorize the expected account/property. Ask your administrator if access is missing.
- Synchronization delayed: ELUNIA retries temporary failures automatically. Check the last synchronization time and allow the current attempt to finish. Use Sync now for an explicit retry when available; repeated clicks do not help.
- Review required: select Review existing data on the Apaleo page and complete the room/reservation decisions. Do not guess a match. Read the review guide.
- Not connected: follow the connection guide. If connection is unavailable for your account, ask support about availability.
When to contact support
Contact support@getelunia.com if authorization repeatedly fails, the expected property is absent, a delay persists after retry, or a review cannot be resolved. Describe the customer-facing message and approximately when it appeared. Redact unnecessary guest details from any screenshot. Never send passwords or application credentials.
A connection problem does not erase existing Stay history. Do not duplicate records or change reservation dates/status merely to remove a warning. Messaging remains governed by the separate ELUNIA sending controls.