#### **Connection Errors**

If you see an error while connecting your PMS, here's what to check:

#### **"Invalid credentials"**

Your access key, client ID, or password is incorrect. Double-check the credentials in your PMS dashboard.

#### **Common causes:**

#### **Copied extra whitespace before or after the key**

- **The access key has expired —** generate a new one in your PMS

#### **You're using credentials from the wrong PMS account**

#### **"Connection failed"**

Calry could not reach your PMS. This usually means your PMS provider is experiencing temporary downtime. Wait a few minutes and try again.

#### **"Permission denied"**

Your access key doesn't have the required permissions. Some PMS systems require specific permission levels or access scopes for third-party integrations. Check your PMS dashboard to ensure the key has full read access.

Only workspace Owners and Admins can manage PMS connections. If you see "Permission denied" in OnSeason itself, ask your workspace owner to configure the integration.

#### **Sync Issues**

#### **Properties not appearing**

After connecting, properties may take a few minutes to sync. If they still don't appear after 10 minutes:

Check your PMS connection status in Settings \> Integrations \> Calry — it should show "Active"

#### **Try disconnecting and reconnecting your PMS account**

#### **Verify that your PMS account has properties listed**

#### **Property details are outdated**

Property details sync periodically from your PMS through Calry. If you've made changes in your PMS, allow a few minutes for the sync to update in OnSeason.

#### **Availability shows incorrectly**

- **Availability is always fetched live from your PMS —** it's never cached. If availability appears wrong in OnSeason, the issue is likely in your PMS calendar. Check your PMS directly to confirm the dates are correct.

#### **Photos not loading**

Photos are served from your PMS. If they're not showing on your booking engine:

#### **Verify the photos exist in your PMS property listing**

Check that the images are publicly accessible in your PMS

#### **Try refreshing your browser cache**

#### **Provider-Specific Issues**

#### **Guesty**

- **Guesty uses Custom App credentials —** you need both a client ID and secret. You can also use a Marketplace Token if available. Make sure you're using the right authentication method for your Guesty plan. See Guesty's authentication docs for detailed Custom App setup instructions.

#### **Hostaway**

Hostaway requires both an Account ID and an API Key. Find your credentials at Hostaway API Settings or see their API Key help article.

OAuth Providers (Hospitable, Hostfully)

#### **If the authorization flow fails:**

Clear your browser cache and cookies, then try again

#### **Make sure pop-ups are not blocked by your browser**

#### **Try using a different browser**

#### **Ensure you're logging in with the correct PMS account**

For more details, see Hospitable's integration guide or Hostfully's API FAQ.

#### **OwnerRez**

OwnerRez requires three pieces of information: your email, password, and Connection ID. In OnSeason, this field is labeled "Connection ID" — it's called "Advertiser ID" in some OwnerRez settings pages. Find it under Settings \> Advanced Tools \> Developer/API Settings in your OwnerRez dashboard. See OwnerRez API Authentication for details.

Still Need Help?

If you've tried the steps above and your PMS still isn't connecting:

- **Disconnect and reconnect —** Remove the PMS account from Settings \> Integrations and add it again with fresh credentials

- **Contact OnSeason support —** Include your workspace name and PMS provider so we can investigate quickly

Disconnecting your PMS account does not delete your properties from OnSeason — they will become inactive until you reconnect.