> ## Documentation Index
> Fetch the complete documentation index at: https://docs.deskboy.app/llms.txt
> Use this file to discover all available pages before exploring further.

# FAQ & Troubleshooting

> Solutions for the most common issues with Etherly Sync — from initial setup to failed invoice sends.

# Frequently Asked Questions

## Setup & Connection

<AccordionGroup>
  <Accordion title="My bookings show NEEDS_SETUP status. What do I do?">
    The property isn't fully configured. Go to **Properties**, select the property, and complete all four required fields:

    * **Default Receipts Contact** — a customer account in Elorus
    * **Invoices Series** — a document numbering series for invoices
    * **Category** — for the Climate Resilience Fee
    * **Organization** — which Elorus organization issues the documents

    After clicking **Save**, bookings change from `NEEDS_SETUP` to `READY` on the next sync (within \~30 minutes).
  </Accordion>

  <Accordion title="My Hosthub API key has changed. How do I update it?">
    Go to **Settings** → **Integrations**. Find the Hosthub connection and update the API key. Sync resumes normally without any data loss.
  </Accordion>

  <Accordion title="Can I have multiple Elorus organizations under the same account?">
    Yes. Go to **Settings** → **Integrations** → **"New Connection"** to add a new Elorus API key. Each property can then be independently assigned to a different **Organization** — useful if you manage properties under different tax IDs.
  </Accordion>
</AccordionGroup>

## Failed Sends

<AccordionGroup>
  <Accordion title="The send fails with a contact error. What does that mean?">
    The **Default Receipts Contact** configured for the property doesn't exist or is inactive in Elorus. Check Elorus → Contacts to confirm the contact is active, then re-select it from **Properties**.
  </Accordion>

  <Accordion title="A booking shows SENT_WITH_ERRORS. What happened?">
    The Invoice and Receipt were **issued successfully**, but the **Climate Resilience Fee** document failed. Check:

    1. Whether the **Category** is correctly configured in **Properties**
    2. Whether the tax rules in Elorus are up to date

    Contact support at [support@etherly.app](mailto:support@etherly.app) if the issue persists.
  </Accordion>

  <Accordion title="Can I cancel a document that was issued by mistake?">
    Document cancellation is done **directly in your invoicing platform** (e.g. Elorus). After cancelling there, the booking in Etherly Sync remains in `SENT` status. Contact support if you need the status reset for re-issuing.
  </Accordion>

  <Accordion title="A booking was cancelled after an invoice was already issued. What do I do?">
    The document remains valid — cancelling the booking does not automatically reverse it. The process is:

    1. **Create a credit note in Elorus** for the accommodation invoice
    2. **If a Climate Resilience Fee document was also issued**, cancel that separately — it is not reversed automatically
    3. The booking in Etherly Sync remains in `SENT` status — contact support if you need the status reset for re-issuing

    <Warning>
      For the correct credit note type and myDATA obligations, consult your accountant.
    </Warning>
  </Accordion>

  <Accordion title="A send keeps failing repeatedly. What should I check?">
    In order:

    1. **Elorus API key** — verify it's still valid in **Settings** → **Integrations**
    2. **Invoices Series** — confirm the series is active in Elorus
    3. **Organization** — ensure the organization allows the document type
    4. **Plan & Billing** — check your account status

    If none of the above resolves it, contact support with the error message.
  </Accordion>
</AccordionGroup>

## Sync

<AccordionGroup>
  <Accordion title="Why aren't new bookings syncing?">
    Possible causes:

    * **Hosthub API key expired or invalid** — check **Settings** → **Integrations**
    * **New bookings without a checkout date** — they won't appear until a checkout date is set in Hosthub
    * **Hosthub API timeout** — the system retries automatically, but contact support if it persists

    Try a manual sync by clicking **"Sync from Hosthub"** in **Bookings**.
  </Accordion>

  <Accordion title="A booking was cancelled in Hosthub but still shows as active. Why?">
    Cancellations are detected on the next sync (within \~30 minutes). Once detected, the booking is marked cancelled and removed from the invoicing queue. If it still shows as active after 15 minutes, click **"Sync from Hosthub"**.
  </Accordion>

  <Accordion title="If the Hosthub sync fails, will bookings be lost?">
    No. Sync is **one-directional** — Etherly Sync fetches bookings from Hosthub but never deletes data due to a connection error. Bookings already synced remain safe.

    If sync fails temporarily:

    * The system retries automatically
    * New bookings created in the meantime are retrieved on the next successful sync
    * Booking changes (cancellations, date updates) are detected on the next sync

    To trigger an immediate sync, click **"Sync from Hosthub"** on the Bookings page.
  </Accordion>
</AccordionGroup>

## Climate Resilience Fee

<AccordionGroup>
  <Accordion title="How does the fee calculation work for bookings spanning two seasons?">
    If a booking crosses between the winter season (Nov 1 – Mar 31) and summer season (Apr 1 – Oct 31), the system:

    1. Calculates the nights per season
    2. Applies the correct rate for each season
    3. Creates **separate fee documents** — one per season

    This happens automatically with no action required from you.
  </Accordion>

  <Accordion title="What happens if the fee amounts change by law?">
    Fee amounts are set in the **TCA Rules** per organization, under **Settings → Tax details**. These correspond to tax codes you have created in Elorus. If the law changes, update both the tax codes in Elorus and the TCA Rules under **Settings → Tax details**.
  </Accordion>

  <Accordion title="I can't find the right Category for my property. What do I do?">
    Categories come from the tax codes you've set up in Elorus. If the right **Category** doesn't appear, make sure you've created the corresponding tax code in Elorus. If you're unsure which category applies, consult your accountant.
  </Accordion>

  <Accordion title="I saw the message “Property has no TCA category”. What does it mean?">
    The send stopped before any document was issued, because the property has no TCA **Category** selected. The category determines the per-night fee, so it needs to be set before issuing.

    Open **Settings → Properties**, pick the property's **Category**, and send again. A similar message about incomplete rates means the category is set but its summer or winter rate is missing — fill those in under **TCA Rules** in **Settings → Tax details**.
  </Accordion>
</AccordionGroup>

## Auto-Invoicing

<AccordionGroup>
  <Accordion title="Auto-invoicing didn't run last night. Why?">
    Possible causes:

    * No bookings were in `READY` status at the **Execution time**
    * The account's **Grace Period** had expired
    * A rare technical issue — contact support
  </Accordion>

  <Accordion title="Can I change the auto-invoicing execution time?">
    Yes, anytime. **Settings** → **Automatic invoicing** → change the **Execution time** → **Save**. The change takes effect from the next execution.
  </Accordion>
</AccordionGroup>

## Plan & Billing

<AccordionGroup>
  <Accordion title="How much does it cost?">
    **Free** covers up to 250 checkouts a month. **Business** starts at €29/month and **Agency** at €59/month, with pricing following the month's volume in tiers. A month with no checkouts is not charged on any plan.
  </Accordion>

  <Accordion title="What counts as a checkout?">
    Every booking that had a document issued within the month — once per booking, in the month it was issued.
  </Accordion>

  <Accordion title="What happens if I go over 250 checkouts on Free?">
    Your subscription continues as normal. The first time within 12 months, that month's subscription is not charged extra. If it happens again within the same 12 months, the account moves to **Business** from the 1st of the following month, and we let you know by email beforehand.
  </Accordion>

  <Accordion title="How do I pay?">
    By card at each month's close, or from your prepaid balance if you've topped one up. Both are managed in **Plan & Billing**.
  </Accordion>
</AccordionGroup>

## Special Cases

<AccordionGroup>
  <Accordion title="What happens with a 0€ booking (complimentary stay)?">
    Etherly Sync does not issue documents for zero-amount bookings. The send will fail or produce an empty document.

    If a document is needed for a complimentary stay:

    * Create it manually directly in **Elorus**
    * Whether a document is required and which type depends on your tax situation — consult your accountant

    To keep the booking out of the invoicing queue, use **Pause** on the Bookings page.
  </Accordion>

  <Accordion title="Should I issue a receipt or an invoice for a foreign guest?">
    General rule:

    * **Private individual from abroad** → Retail receipt (no tax ID required)
    * **Company from abroad** → Invoice (VAT Number or local tax ID required)

    The document type is set per property under **Properties → Document Type**. For special cases (intra-EU B2B, specific tax exemptions, etc.), consult your accountant.
  </Accordion>
</AccordionGroup>

## General

<AccordionGroup>
  <Accordion title="I need help that's not covered here.">
    Contact us at [support@etherly.app](mailto:support@etherly.app). We typically respond within **1-2 business days**. In your message, include:

    * The property or booking experiencing the issue
    * The error message (if any)
    * The date you first noticed the problem
  </Accordion>
</AccordionGroup>