FAQ and Troubleshooting

If something is not working the way you expect, look here first. Most answers are based on the real warning texts and constraints the panel shows you; we have written the texts in quotation marks exactly as they appear so you can match them with what you see on screen. If you cannot find what you are looking for, go to the support details at the end of the page.

Questions and answers#

Account and sign-in#

When I sign in I get "Incorrect email or password. Attempts remaining: N."

Either the email or the password is wrong. The email is not case-sensitive; the password is. The N in the warning is the number of attempts left before your account is locked. If you do not remember your password, do not keep trying; use the Forgot password? link on the sign-in screen.

It says "Too many failed attempts... Please try again in about X minutes."

Failed sign-ins are counted for security. The lock tiers are:

The counter applies separately to both the email address and the IP address (network) you connect from; so if someone in your office made wrong attempts, another user on the same network can be locked too. A successful sign-in resets the counter. You have to wait until the time is up; the minutes in the message are the time left until the lock is lifted. In an urgent situation write to support@airoomier.com.

The verification email did not arrive, I am stuck on the "Check your email" screen.

After you sign up, a verification link is sent to your email to activate your account. Try the following:

1. In addition to your inbox, check the spam / junk folder.
2. Press the Resend email button on the screen. A new link is generated.
3. If it still does not arrive, you may have typed the email address wrongly; sign up again with the correct address or write to us.

The link is valid for 24 hours and can be used once. If it is invalid or expired, you see "This verification link is invalid or has expired. Please log in again — we'll send you a new one." on the sign-in screen; when you try to sign in, a new link is sent. An unverified account cannot enter the panel. When you click the link the account is activated and you go straight to the setup wizard.

I forgot my password, how do I reset it?

1. On the sign-in screen click Forgot password?.
2. Enter the account's email address and press Send reset link. For security, the screen shows the same message whether or not the address is registered: "If that email address is registered, you'll receive a password reset link within a few minutes."
3. Click the link in the email. The link is valid for 1 hour.
4. Fill in the New Password and Confirm New Password fields and press Set Password.

Possible warnings: "Please fill in all fields.", "The new password must be at least 8 characters.", "The new passwords don't match.", "This link is invalid. Please start the password reset again." When it succeeds you are signed in to the panel automatically.

How do I change my password from the panel?

Click Settings in the left menu, or click your name at the top right and choose My profile from the user menu. On the Change password card, fill in Current Password, New Password and New Password (Confirm) and press Update Password. Warnings: "Current password is incorrect.", "New password must be at least 8 characters.", "New passwords do not match." On success you see "Your password was updated successfully."

I get the error "Your account is not linked to any business."

It means you have a user account but it has not been associated with any business. You cannot fix this yourself; write to support@airoomier.com using your account's email address.

I see the "Your business account is currently suspended" screen.

Your account has been suspended and you cannot access the panel. Write to support@airoomier.com to continue. (The screen itself is shown in Turkish: "Hesabınız Askıya Alındı". If your 30-day free trial has ended, the title instead reads "Deneme Süreniz Doldu", the Turkish for "Your trial has ended".)

I keep being redirected to the setup screen when I enter the panel.

You cannot move to the other pages of the panel until the first setup is completed. In the setup wizard you need to finish the Basic Info, Contact and Your First Room Type steps and press Complete Setup. In the last step a room type name and a valid capacity of at least 1 are required; otherwise the warning "You need to enter a room type name and a valid capacity (at least 1) to continue." appears. For details see the Getting Started Guide.

Plans#

What are the limits of the Basic and Pro plans?

Availability, price, reservations and Mira herself work on both plans; the difference is in capacity and customization. Pro-only features: assistant name/photo, custom welcome message, custom welcome bubble (and a second bubble), advanced analytics and priority support. Details: Account and Plans.

Manual booking entry (+ New Booking), booking sources and the Channel filter, the Channel Breakdown on the Finance page, the extended payment statuses (Payment Link Sent and so on), Domain Security and the Chat Quality tab all work the same way on both plans; there is no plan restriction on them.

I get a "You've reached your plan limit" warning. What should I do?

The warning tells you which limit is full: "The Basic plan allows up to 4 room types. Upgrade to Pro for more.", "The Basic plan allows up to 10 physical units in total across all room types. Upgrade to Pro for more.", "On Basic, you can add up to 5 Knowledge Base entries. Upgrade to Pro for more." and so on. You have two options: either upgrade to Pro or delete a record you are not using. Note: the room type and physical unit counters look at the number of records, so making one inactive or Out of service does not free a slot; you have to delete it (records that have been used in a reservation may not be deletable). In the Knowledge Base, however, only active records are counted; moving a record to inactive with Turn Off AI Usage also frees a slot.

My monthly AI conversation limit is full, what happens to my guests?

When the limit is reached, Mira does not step in on newly opened conversations; the guest sees this message and the contact buttons: "We're quite busy right now and our AI assistant has reached its conversation limit for this month. But don't worry, you can reach us directly below:" Conversations that are already open are not affected. The counter resets at the start of the calendar month; only conversations that contain at least one Mira answer are counted. You can see your usage on the Conversations page in the AI Conversations This Month card; a warning appears when you reach 80%. For the contact card to work while the limit is full, your phone/WhatsApp/email must be filled in under Business Info.

It says "The Basic plan allows up to N confirmed bookings per month" and there is no Confirm button.

You have reached the monthly confirmed booking limit (Basic: 10). Mira keeps taking requests; you just cannot move a booking from Pending → Confirmed. The counter resets at the start of the month; if you need to confirm right away you can upgrade to Pro. The Confirmed Bookings This Month card on the Bookings page shows your usage.

The counter does not look at where a booking came from: phone or Booking.com bookings you enter manually with + New Booking also count toward this quota once you confirm them. Even when the limit is full you can still enter a booking manually; it is created as Pending, you just cannot confirm it. The Channel filter does not affect this counter.

How do I upgrade to Pro?

In the top bar, click the Upgrade to Pro link next to the Basic label that shows your plan, or click Plan & billing in the user menu. On the page with the feature/limit comparison, optionally write a note and press Send Upgrade Request. Payment is not automated at the moment: your request reaches us and after a bank transfer payment we switch your plan to Pro manually. If you send two requests in a short time you see the warning "You just sent a request — we'll be in touch shortly."; there is no need to send it again.

Did my old conversations disappear on the Basic plan?

No. On the Basic plan the Conversations list shows only the last 30 days; older records are not deleted and reappear when you upgrade to Pro.

Some settings have a "PRO" label next to them and I cannot change them.

The Assistant's Name and photo, the Custom Welcome Message, the Greeting Bubble and Brand Colors are Pro features. On Basic the field is locked and the default "Mira" and the standard greeting are used. The Powered by Airoomier line is currently shown on both plans; there is no option to remove it.

How do I add my staff to the panel?

Click your name at the top right and choose Team management, or click Settings → Team in the left menu (visible only to the Full access and Admin roles). Enter a name, email and role and press Send invitation; the person sets their own password using the link in the email. The Staff role sees only the Guest Requests board. Details: Team and Roles.

Can someone else on my team receive booking emails too?

Yes. Email preferences are personal. That person logs in with their own account, opens Settings → Notifications in the left menu, turns on the New booking requests switch and presses Save Preferences. By default only the Full access user receives this email; the Staff role cannot see this switch. Details: Account and Plans.

How do I collect reviews from guests?

Open Analytics → Reviews in the left menu, and under Survey settings turn on Send a satisfaction survey after check-out and save (it is off by default). Every guest with an email address gets one survey on the morning after check-out. Guests who give 1–3 points reach you as a notification, so you can contact them before they write a public review. On Pro, if you enter your Google and Booking.com review links, guests who give 4–5 points are invited to review you there. Details: Reviews.

Can I get a summary email every morning?

Yes. On the Settings → Notifications page, turn on Daily summary and press Save Preferences. You get one email every morning: yesterday's numbers (AI conversations, new booking, guest and extra service requests), today's arrivals and departures, and what is pending right now (bookings awaiting confirmation, open guest requests, conversations awaiting a reply). It is not sent if there was no activity. It is on by default for Full access; the Staff role does not have this switch.

Widget and setup#

Can I change the chat window's colors to match our brand?

Yes, on the Pro plan. In the Widget → Brand Colors box, choose a Main color and a Dark color and press Save Changes; the chat window and the bubble on your website adapt to these colors automatically. You do not need to change the code on your site. Details: Widget.

The widget does not appear on my website.

Check in this order:

1. Get the code with Copy Code from the Widget → Website Widget section; do not type it by hand. The code looks like this: <script async src="https://app.airoomier.com/widget.js" data-hotel="your-business-address"></script>
2. Add the code to your site's page template, to a place that loads on every page, preferably right before the </body> tag. If you added it only to the home page, it will not appear on the other pages.
3. The data-hotel value must be exactly the same as your business's address (slug). If it is missing, the browser console says "[Airoomier] widget.js: data-hotel attribute'u eksik."
4. When you refresh your site, clear the browser/site cache; a cache plugin may be serving the old page.
5. An ad blocker or your site's content security policy (CSP) may be blocking app.airoomier.com. Try in a private window and in another browser; if needed, ask the person who manages the site to allow this address.

First look at the Widget → Live Preview section: if it appears there but not on your site, the problem is on the site side. If the bubble appears but a warning shows instead of the chat when you click it, see the next question. Details: Adding the Widget to Your Website.

The widget on my site says "Bu site için yetkilendirilmemiş" (not authorized).

If the bubble and greeting bubble appear but, when the bubble is clicked, the panel that opens shows a dark box with "Bu site için yetkilendirilmemiş" and "Bu AI asistanı bu alan adında kullanıma açık değil." ("Not authorized for this site" / "This AI assistant is not available on this domain") instead of the chat, then Widget → Domain Security is on and the site where the widget opened is not in the Allowed domains list. This message is shown in Turkish regardless of the visitor's language. To fix it:

1. Open the Widget → Domain Security box and look at the list. After saving, the box shows the saved version; if a line you typed has disappeared, it was considered invalid.
2. Write your site's domain, e.g. mavikoyotel.com. You do not need https://, a path or www.; a root domain covers all its subdomains (www., booking. and so on). If you wrote only a subdomain (e.g. booking.mavikoyotel.com), your main domain is not allowed; write the root domain.
3. Wildcards (*.) are not supported. Domains with Turkish characters (e.g. containing ç or ş) are not saved; write your domain's equivalent that starts with xn--.
4. If you publish your site on more than one domain (a separate booking domain, a temporary test address), add them all.
5. Press Save Changes, then reopen your site in a private window and click the bubble. You do not need to change the code on your site.

The Guest Link and room QR codes are not affected by this setting when they are opened directly via WhatsApp, SMS, a QR scan or the address bar; the Live Preview also always works. However, if the link is opened by clicking a link on another web page (e.g. a link-in-bio service), the same message can appear if that page's domain is not in the list; add that domain too. Details: Widget.

Can another site copy my widget code and use it?

The code is public in your site's source; while Domain Security is off (the default), another site can copy the code and use your assistant, and with it your monthly AI conversation quota. To prevent this, once the widget works on your site, write your domain under Widget → Domain Security, tick Enable domain security and save. The setting is the same on Basic and Pro. Details: Installing on Your Website.

The "Terms & Conditions" window appears for guests every time.

When the chat is first opened, a Terms & Conditions window is shown; it is the same for every business and cannot be changed from the panel. If the guest presses Accept & Continue, the window does not appear again in the same browser. Decline also closes the window and the guest can go on chatting, but because this choice is not remembered, the window comes back the next time the chat is opened. The window also appears again if the guest uses a different browser or a private window, or has cleared their browser data. Details: Widget.

I changed the widget position but it did not change on my site.

You need to choose the Position: option and press Save; you do not need to change the code on your site again. The position information is cached in browsers for about 1 minute; refresh the page and wait a moment. If you wrote data-position by hand in the code on your site, that value overrides the choice in the panel.

The widget opens in the wrong language.

The widget on your website first looks at the data-lang value (tr, en, de or ru) in the code; if there is none, it looks at the visitor's browser language; if both are unsupported languages, it opens in English. The visitor can choose any language from the TR / EN / DE / RU selector inside the chat. The Guest Link (QR/WhatsApp) opens with Business Info → Default Language. If you want it to always open in Turkish, add data-lang="tr" to the code.

My greeting bubble does not appear.

The greeting bubble is a Pro feature; on Basic the default bubble is shown. If you are on Pro, at least one of the Title (bold line) and/or Description fields must be filled in and you must have pressed Save Changes. The second bubble appears only if you fill it in; the first bubble closes after a few seconds and gives way to it. The change shows up on sites after about 1 minute.

I cannot change the assistant's name or photo.

This is a Pro feature (Widget → AI Receptionist Identity). If you are on Pro and the photo does not upload, the file must be PNG, JPG/JPEG or WebP and must not exceed 2 MB; square photos work best. If you leave the name empty, "Mira" is used.

When I upload a photo I get "is too large (max 2 MB), removed from the selection."

Each of the logo, assistant photo, room type, facility, extra service and Knowledge Base photos can be at most 2 MB. As soon as you choose the files, the large ones are removed from the list and a warning is shown below. Shrink the photo with an editor on your phone or computer (reducing the width to, say, 1600 pixels is usually enough) and choose it again. Use PNG, JPG/JPEG or WebP as the format. If you still see a "Bir şeyler ters gitti" ("Something went wrong") page with the text "Bir hata oluştu — girdiğiniz bir değer geçersiz olabilir (ör. dosya çok büyük, zorunlu bir alan boş bırakılmış)" ("An error occurred - a value you entered may be invalid, for example a file that is too large or an empty required field"), press Tekrar Dene (Try Again) and choose a smaller file. (This error page is currently shown in Turkish only.)

Where do I get the Guest Link and the QR code?

The Widget → Guest Link is a fixed link specific to your business; you can share it by QR, SMS or WhatsApp. Through this link guests can also install the chat on their phone like an app (Install App; on iPhone in Safari the button shows the Share → Add to Home Screen steps). For a QR specific to each room, use the Room Link & QR button in the Edit section of the relevant physical unit under Room Types; a guest who scans this QR has their chat linked to that room.

Mira's answers#

Why does Mira say "contact our team"?

Mira relies only on the information you have written in the panel. This message means she could not find the answer to the question in your verified information. The most common causes:

• The topic is not in Business Info, Facilities, Extra Services or the Knowledge Base at all.
• The information exists but does not match the word the guest used. Add synonyms to the facility (for example "swimming pool, pool" for Pool).
• The guest asked about a detail (its name, time, price) that is not written in the record.
• The question corresponds to a Guest Request type you have set up, but that type is turned off.

The question is automatically written to Knowledge Base → Missing Topics; add the information and close it with Mark Resolved. For the general logic see How Mira Works.

Mira gave wrong or outdated information.

First open the relevant chat from Conversations and read Mira's answer, then check where the information came from. Places to check in order: the Business Info field (highest priority), Facilities, Extra Services, Knowledge Base. If the same topic is written differently in two places, the higher one wins; delete or update the old one. If a facility is no longer offered, untick Available. If it comes from translation, see the next question.

Mira gives incomplete or wrong translations in English/German/Russian answers.

You write your information in one content language (Business Info → Regional Settings → Content language); the other languages are translated automatically when you save. In the translation boxes you see three states: Automatic, Edited manually, Not translated. To correct one, open the Translations button and type in the box for the relevant language yourself (the status becomes Edited manually and is kept). If you see ⚠ Source changed, it means you changed the original text afterwards; check the translation and press Translation is up to date, dismiss warning. Emptying the box or the Switch back to automatic translation option hands the translation back to the system. Fields in the Not translated state are translated when a guest asks in that language. Knowledge Base records have no translation box; writing them short and clear improves translation quality.

Mira cannot answer a breakfast or transfer question.

Business Info no longer has separate fields for breakfast and transfer. Add breakfast to Info Center → Facilities with the name "Breakfast" (with hours and a description), and a paid transfer to Extra Services as "Airport Transfer" with its price. If you do not, Mira checks the Knowledge Base, and if it is not there either she says "no verified information".

My Knowledge Base record says "currently NOT USED".

It means the same topic is filled in at a higher-priority source: either the relevant field in Business Info (for example "Pets") is filled in, or a Facility covers the same topic. Mira uses the higher-priority source. The fix: delete the record, or move the information into the note of the higher-priority source. Conversely, if you see "This record is currently in use because the field in Business Info is empty", filling in that field will make the field take priority from then on.

How do I use the Missing Topics list?

The Missing Topics section at the top of the Info Center → Knowledge Base page shows the questions Mira could not answer, with how many times they were asked. For each row, save the information with Add to Knowledge Base (using the prepared draft if there is one) or add it to the right place (for example Facilities), then press Mark Resolved. If a topic you resolved is asked again, it returns to the list. If the list is empty it says "Great! There are no unanswered topics right now."

No suggestion or "Add to Knowledge Base" draft appears in Missing Topics.

Suggestions are prepared automatically every night. If you do not want to wait, press Generate Suggestions Now (it may take a few seconds). The draft is not an answer made up by Mira; it is a text that guides you to write the correct information.

What does a low score in Chat Quality mean?

The Chat Quality tab automatically scores the replies Mira writes in her own words, plus her "no verified information" replies (ready-made template replies such as price, availability, facility and service answers are not scored). Each reply starts at 100% and loses points for every criterion it trips; the score never goes below 5%:

So Confidence: 70% is most often a single Missing info; 30% or lower means several problems at once (e.g. Translation issue + Missing info). On a low-scoring row, press View Conversation and read what the guest asked, then add the missing information in the right place (for Missing info the quickest route is Knowledge Base → Missing Topics). This is an approximate measure: the rules look at the text and do not check whether the content of the reply is correct.

After you fix something, the old flagged replies stay in the list; no reply is ever re-scored later. You see the improvement in new replies, as the Average Confidence and Clean Rate cards go up. The page is the same on both plans and, because it makes no extra AI call, it does not use your AI quota. Details: Chat Quality.

The Chat Quality page is empty or says "No evaluated replies yet".

Evaluation applies only to replies written after the feature was added; older replies are not scored retroactively. If your panel is well filled in, most of Mira's replies are produced from ready-made templates, and those are not scored either; so it is normal for Evaluated Replies to be far lower than the number of messages. If it says No flagged replies, none of the evaluated replies tripped a criterion.

Mira said "I can only help with your stay" to an unrelated question.

This is the intended behavior: Mira does not answer non-accommodation questions such as general knowledge, star signs or writing code, and these questions do not clutter Missing Topics. However, if the message contains accommodation words such as "room", "price", "pool" or "transfer", the question is counted as about your business.

Mira does not give the Wi-Fi password.

The password is given only to a guest who is staying in a room: a guest who opened the chat through the room's QR code/link, or who has a confirmed booking covering today with a room assigned. To other visitors Mira says to ask reception. To place a QR in a room, use Room Link & QR in the Edit section of the relevant unit under Room Types. The password and network name must be in the Business Info → Wi-Fi section.

Mira did not show a photo for a facility question.

A photo is shown only if the facility is marked Available and the record has a photo. No photo is shown next to "no information" or "not available" answers. For a Knowledge Base record, the photo comes when the guest's question matches the record's title.

Mira cannot tell the weather.

Business Info → City must be filled in; without a city no forecast can be made. The forecast covers about 16 days from today; no forecast can be given for dates further away.

Mira got two similar facilities mixed up or asked "which one do you mean?"

If the same word matches more than one record equally well, Mira does not pick at random, she asks which one the guest means (for example "Car Rental" and "Motorbike Rental"). Write synonyms in a distinguishing way ("car rental", "motorbike rental" instead of "rental"). Avoid very general single-word synonyms.

Reservations and price#

Mira does not show prices, it says "Price hidden".

The Ask for the guest's phone number before showing the price option under Widget → Pricing Visibility is on. In this case the guest first shares their Full name and a valid Phone, and then the price is unlocked. If you want prices to be visible directly to everyone, turn the option off and save. Details: How Mira Works.

The card says "no verified price".

If the price lock is not on, this means there is no rate plan covering at least one of the nights selected for that room type. Check under Room Types → Pricing:

• Does the room type have any Rate plan at all? If not, you see the warning "The AI cannot give a price for this room type. Add a rate plan below."
• Does the plan cover every night of the guest's dates? A plan is valid from its Start day; the End day itself is not included in the coverage, so if you want the plan to also cover the night of 30 September, write 1 October as the End. Do not leave gaps: if Plan A is 1-15 September and Plan B starts on 15 September, it is continuous.
• If a different board basis was selected, does that board basis have a plan too?
• Plans in different currencies may have been mixed within the same stay; the total price cannot be calculated (the message says the total could not be calculated because there are rate plans in different currencies). Use a single currency.

Availability comes up empty, but my rooms are free.

Mira calculates availability with the following rules; check all of them:

1. Is the room type Active? (Inactive types are not shown.)
2. Is a physical unit defined under the type? A type with no units never appears.
3. Is the units' status Active? Units that are Cleaning, Maintenance or Out of service are not counted at all.
4. Is there a booking with Pending or Confirmed status on the same dates? Both fill the unit. Cancelled bookings do not fill a unit.
5. Does the capacity cover the number of guests? If the number exceeds the capacity, the type is not listed.
6. The check-in date must not be in the past; past dates are not accepted.

Mira says "a single room is not enough for us".

The number of guests exceeds the capacity of your largest room type. Mira does not automatically split the group into several rooms; she directs the guest to your team. Handle group requests by phone/WhatsApp and enter a separate booking for each room with Bookings → + New Booking (see the question "How do I enter a booking that came in by phone?" below).

Why does a reservation show "Pending" instead of "Confirmed"?

Mira does not take payment and is not connected to a real-time hotel system; so after the guest's confirmation she deliberately creates the reservation with Pending status and tells the guest "Your reservation request has been received... Our hotel will call you shortly to confirm availability and payment." After you speak to the guest and confirm, you set it to Confirmed in Bookings. A pending reservation counts as occupying the unit until you act on it.

The guest wrote "yes" but Mira said "There is no active reservation offer, or the offer has expired".

A reservation offer is valid for 15 minutes. If the guest confirms after that time, Mira says "Please provide your dates again"; the guest has to search again. Expired offers appear in the Bookings → Unfinished Reservation Requests section; you can call the guest on their phone number and complete the reservation: once you have agreed with the guest, enter the booking yourself with the + New Booking form (choosing, for example, Phone as the source).

A "price changed" or "no longer available" message went to the guest.

Mira checks availability and price again at the moment of confirmation. If someone else took the same place between the offer and the confirmation, or you changed the rate plan, the reservation is not created and the guest searches again. This is normal and safe behavior.

Which fields must the guest fill in for a reservation?

Full name, Phone (a valid international format), Email and the consent checkbox for the processing of personal data are required; the special-request note is optional (at most 2000 characters). If something is missing or wrong, the form gives warnings such as "Please enter a valid phone number." or "Please enter a valid email address."

How do I enter a booking that came in by phone?

1. Press the + New Booking button at the top right of the Bookings page.
2. Guest Information: fill in at least one of Full Name or Phone; Email (optional) is optional.
3. Stay Details: choose the Room Type, Check-in Date, Check-out Date, Number of Guests, Board Basis (default Room Only) and Booking Source (default Phone). Write a Note (optional) if you like.
4. Press Create Booking once. The button is not locked while the form is being sent; if you press it twice, two bookings may be created for the same guest.

The booking is created as Pending and you are taken to its detail page, where you record a payment and press Confirm Booking. The form has no amount field: the total is calculated from your rate plans, just as with Mira, and availability and capacity are checked. The bell notification and the email (to people who turned on New booking requests) are created in the same way as for requests from the chat. If you entered an email, the guest receives a "request received" email; for manually entered bookings this email is always in Turkish.

If the phone you type is exactly the same as a registered guest's number, the booking is linked to that guest. Numbers that come from the chat are stored without spaces as +905551234567; write the number in that format to match the same person. Guest details cannot be edited later in the panel. Details: Bookings.

A "Something went wrong" screen appeared while entering a booking manually.

When one of the checks fails, the booking is not created and the detailed reason is often not shown. Go back to the form with Tekrar Dene ("Try again") and check the following (the details you entered may have been cleared):

• Are both the name and the phone empty?
• Is the check-out date the same as or earlier than the check-in date?
• Does Number of Guests exceed the room type's capacity?
• Is there a rate plan for every night of those dates in the Board Basis you chose? If your type only has a Bed & Breakfast price, the default Room Only will not save.
• Is the type full on those dates, or does it have no active physical unit at all? Check on the Calendar.

If the warning "No active room type has been defined yet." appears instead of the form, first make a type active under Room Types.

Do my Booking.com / Airbnb / Expedia bookings arrive in the panel on their own?

No. Airoomier is not connected to these channels. Enter these bookings with + New Booking and pick the channel under Booking Source. A booking you enter (even while it is Pending) counts as occupying a unit on those dates, so the availability Mira shows guests stays correct. If you do not enter it, Mira may treat those dates as free and sell them. The channel is for tracking only; it does not change the price or availability. The amount is always calculated from your own rate plans, so if you sold at a different price on the channel, the amount in the panel may differ.

A booking's source looks wrong / how do I look at bookings by channel?

Every booking that comes from Mira's chat is recorded as Direct / Web automatically; all older bookings from before this feature also show as Direct / Web. To correct the source, choose the right channel in the Booking Source box on the booking's detail page and press Update; it can be changed on a booking in any status. To narrow the list by channel, pick one from the Channel list to the right of the Booking list heading and press Filter (the summary cards follow the filter too). For revenue and counts by channel, see the Channel Breakdown on the Finance page.

Payments#

I sent a payment link, how do I mark it?

Airoomier does not take payments and does not create payment links; you send the link from your own bank or payment provider. To track it in the panel:

1. On the booking's detail page, press + Add Payment.
2. Enter the amount and method, choose Payment Link Sent in the Status field and press Save Payment. A row with a yellow badge appears in Payment History; Remaining does not change.
3. When the money reaches your account, press ✓ Mark as Completed on that row. The record becomes Completed, Net Collected and Remaining are updated, and the amount appears in Finance as a movement on the day you marked it.
4. If the guest is not going to pay, press Cancel; the record becomes Cancelled and never enters the balance.

Do not enter the same amount again as Completed; because a pending record is not deducted from the remaining amount, a second entry is not blocked and the payment may be counted twice. If the guest says "I've paid" but you have not matched it in your account yet, you can use the Reconciliation Pending status. Details: Bookings.

I recorded a payment but Net Collected and Finance did not change.

Only payments with the status Completed and refunds with the status Refunded enter the balance and the Finance page. Pending, Payment Link Sent, Reconciliation Pending, Manual Refund Required and Cancelled records are for tracking only. When the money arrives, close the pending record with ✓ Mark as Completed.

I recorded a refund but Net Collected did not go down.

In the refund form, Status defaults to Manual Refund Required: this means "the refund has been decided but the money has not been sent yet", and it does not affect the balance. When you send the money to the guest, press ✓ Mark as Completed on the row; the record becomes Refunded. If you have already made the refund, choose Refunded directly when saving.

It says "Bu kayıt tahsil edilmiş olarak işaretlenemez" (this record cannot be marked as collected).

During ✓ Mark as Completed the balance is checked again. If other payments were entered in the meantime and the pending record exceeds the remaining amount (for a refund, the refundable amount), the action is refused; the message (shown in Turkish) states the remaining amount. Close the over-entered record with Cancel and enter a new record with the correct amount. The amount of a saved payment cannot be edited and the record cannot be deleted.

Guest requests#

The guest wrote "the air conditioning is not working" but no request was created.

Mira opens requests only for the types you have made Active under Guest Requests → Request Types. If the type is off (or you never set it up), Mira does not create a request and gives the "no verified information" answer. Turn on the relevant type (such as Maintenance) and press Save. Details: Guest Request Settings.

The request does not appear on the board.

Mira first asks the guest to confirm the request; until the guest says "yes" or Yes, please, the request is in Awaiting Confirmation status and does not appear in any column on the Board. If the guest writes something else without confirming, the draft stays pending. Once confirmed, the request lands in the New column.

A guest cannot leave a room request, or the request has no room.

Mira only opens a request for a guest whose room is known: the guest opened the chat with the QR code or room link in the room, or a physical unit has been assigned to their confirmed booking covering today. Pending or future bookings do not count. If the room is unknown, Mira does not open a request; she tells the guest that she can only take requests from guests staying with you and points them to reception with contact buttons. So you will not see "No room specified" on cards Mira opened; it only appears on requests staff entered by hand without a room. Placing QR codes in the rooms is the most lasting solution (Room Link & QR in the relevant unit's Edit section). Unit assignment on a booking is done on the Bookings page. Details: Guest Requests.

The guest asked "what happened to my requests?" and could not see anything.

Mira lists the open requests linked to this chat, the same room or the same guest (excluding Completed and Cancelled, at most 5). If there are none, she says there is no open request currently registered. If a request was opened in another chat and was not linked to the guest or the room, it may not appear in the list.

I set the request to "Waiting on Guest" but the guest does not see my question.

The question appears in the chat when the guest themselves writes "my requests" or "what happened to my requests"; Mira shows your question there. The guest's next message is automatically counted as the reply, is added to the request, and the request returns to In Progress. If the guest sees the question and writes something unrelated, that message is processed as a reply too; so guide the guest to write their answer in a single message.

I do not get a notification for a new guest request.

Every new guest request creates a bell notification (visible to all roles, including Staff); no email is sent for routine requests. If you want emails for new urgent/high-priority requests (and the Emergency type), requests past their target time and requests the guest followed up on, turn on Important guest requests under Settings → Notifications (on by default for Full access). When you assign a request to a staff member, that staff member's email gets an "A new request was assigned to you" notification (they can turn it off with Requests assigned to me). Still, check the Guest Requests → Board regularly. For reservation requests and extra service requests, a bell + email notification does arrive (see below).

A guest cannot see the "Request this service" button under an older answer.

The button appears under a Mira answer that matches a specific extra service, and it stays in the chat history: when the guest reopens the chat later, it appears again under the same answer. If it is missing, it is one of these: the service has since been taken off sale or deleted; the answer was written before this feature was added; or the answer was the general service list (that answer has no button). In the Service request window that opens when the button is pressed, the service name appears in the guest's language and the price in a short form (e.g. 40€/Day). Details: Incoming Service Requests.

Technical#

Notifications (bell/email) are not arriving.

Notifications are created for these events: a new reservation request (whether it comes from Mira or you enter it manually with + New Booking), a new Extra Services request, a new guest request (email only for important requests), conversations awaiting a reply for 10 minutes, guests giving 1–3 points in the satisfaction survey, a new knowledge gap suggestions summary and an AI system error; also when 80% of the AI conversation or confirmed booking limit is used and when the limit is full (System and account alerts). They appear on the bell icon in the panel; by default the email goes to the address of the business's owner (OWNER) account, and also to other team members who have turned on the relevant switch under Settings → Notifications; its language follows Business Info → Default Language. If it is not arriving, check the spam folder, check that the relevant switch is on under Settings → Notifications, and make sure the owner account's email address is correct. A system error notification is sent once per 24 hours under the same title. The bell menu has Mark all as read.

I received an "AI assistant problem" notification.

It means Mira ran into an unexpected error while handling a guest request. The guest sees a polite "contact us" card at that moment. If it was a one-off, do not worry; if it keeps repeating, send the link and time of a sample conversation from Conversations to support@airoomier.com.

The import from my website found nothing / failed.

The scan reads at most 25 pages of your site; information not explicitly written on the site is not suggested. Some large chain sites block automatic scanning. In that case paste the text into the Paste Your Information section (at least a few sentences). Imports are subject to a monthly quota (Basic: 1, Pro: 10; scanning and pasting share the same quota). If the quota is full, wait for the start of the month or upgrade to Pro. Everything that comes out arrives as a draft; it is not shown to guests until you approve it. Details: Importing from Your Website.

Why is the panel's language different from Mira's language?

They are separate settings. You change the panel language (TR/EN) with the TR / EN selector at the very bottom of the left menu; Mira answers in the language the guest chose in the chat (TR/EN/DE/RU). Changing the panel language does not affect Mira's answers.

A page gave a "Something went wrong" error.

Most often a value you entered is invalid (a file that is too large, a required field left empty). Press Try Again (the button reads "Tekrar Dene" because the error page is Turkish only) and correct the value. If the problem persists, write to support@airoomier.com with the page where the error appeared and what you were doing.

The room type names in the calendar and bookings are in a different language than I expected.

In the panel, room type names are shown in your business's content language. You can change your content language under Business Info → Regional Settings → Content language; your existing texts are kept.

If it is still not solved#

Write to support@airoomier.com. For quick help include: your business name, the page where you see the problem, the warning text on the screen (exactly as it is), and if possible the date/time of the relevant conversation. Businesses on the Pro plan benefit from the priority support queue.

Related pages: How Mira Works, Account and Plans, Widget, Room Types, Knowledge Base, Bookings, Finance, Chat Quality.