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OnRes Systems Inc.
506 -145 West Keith Road
North Vancouver, BC
Canada V7M 1L3
1.866.687.7057 Toll Free in North America
1.604.484.2483 Local

© 2025 - OnRes Systems

Troubleshooting


This section lists some common problems and solutions. If you cannot find answers to your problems, please feel free to reach to our support team for assistance.

1. Login Verification

1. Why does it seem that the system is asking me to verify my login every time?

Well, normally the system would only ask you to verify your login once every 30 days, for each browser/device that you use to login from.

However, there are a few possibilities that you may have to verify your login more frequently than required.

  1. The website data in your browser storage may have been corrupted. This is probably the most common cause of this problem. The solution is simple - delete your browser's website data and login again. Your will be asked to veirfy again for the first login after clearing the website data, but subsequent logins will no longer require it.

    The following pages will provide you instructions on how to delete your website data.
  2. Your browser may have a setting to either block cookies from OnRes, or delete your website data periodically or upon exiting the browser. Check your settings and make sure your browser is not doing anything that.
  3. Your are browsing in private mode. After you close the private browser, all website data is gone, therefore next time when you login again from the private browser, you will be asked to verify your login again.

2. Availability

1. Why my rooms are not bookable on certain dates?

Sometimes you may find that some of your room types (or packages) are not showing up on the search results page, when you believe they should be available during the dates in question. Well, setting the room availabilities can be complicated and sometimes confusing, so here is a list of items you can check through. Often, it's the misconfiguration of one or more of these settings that have prevented the product from showing up in the search results.

Inventory & Blackouts:

  • Inventory - first verify you have enough Inventory built for this Product, and they are not fully booked on the dates in question
  • Blackout - make sure the product is not Blacked out for the dates in question

Products (room types)

  • Product Activation - verify the product is not set to Inactive in the Product Setup
  • Guest Capacity - verify the product has the capacity to accomodate the number of guests in your search

Rates & Restrictions:

  • Rates - verify there are rates defined in the Rates Manager for the dates in question
  • Manual Rates - verify the product is linked to at least one Rate that is not set to Manual Rate
  • Min/Max Advanced Booking - verify your search is within the limit of these settings, which can be global (in Web Booking Setup) or per Rate Group
  • Sell Date Ranges – ensure this is not set – this means only the dates a rate can be booked
  • Restrictions - verify there are no restrictions preventing the search criteria, e.g. LOS settings, LOS on Arrival, or Closed to Arrival/Departure

Discount & Promotional Codes

  • Discount Code - verify the associated Product or Package is not bound to certain Discount Code
  • Promotional Code - verify the associated Rate Group is not bound to certain Promotional Code