Troubleshooting

This page covers the most common issues hosts report and how to resolve them. If a fix here does not work, see how to reach support at the bottom.

I cannot log in to the host portal

1. Make sure you are using the right address: app.atlaspms.in/login.
2. Use Forgot password to reset your password.
3. Clear your browser cache or try an incognito / private window.
4. Still stuck? Contact support with the email address on your account.

My listing is not appearing to guests

Run through the publish checklist — a listing only goes live when all of these are done:

• Is the listing published (not still a draft)?
• Is your availability set, with open dates on the Calendar?
• Is a nightly rate set?
• Does the listing have at least 8 photos?
• Have you verified your email?

If all of these pass and the listing still is not visible, contact support.

A guest says their payment failed

1. Open the booking in Bookings and check its status and the Razorpay payment status.
2. Confirm your payment provider is connected: Settings → Payment Provider. If you see a “payment provider not configured” error, your Razorpay keys are missing — add them.
3. Ask the guest to retry, or try a different method (UPI, card, net banking).
4. If payment was clearly taken but the booking did not confirm, contact support with the booking reference.

I am not receiving notifications (or my guests are not)

1. Open Messages → Send history — it shows every message Atlas tried to send, its delivery status, and any error. This is the fastest way to see what happened.
2. If sends are failing, your messaging vendor (WhatsApp / SMS provider) may need credit or template approval.
3. For email, ask the guest to check their spam / junk folder.
4. If Send history shows messages are not being attempted at all, contact support.

My payout has not been released

A payout for a booking is held until all of these are true:

• Your PAN has been added
• Your bank account has been added
• At least 48 hours have passed since the guest checked out

If the Payouts page is empty or asks you to connect Razorpay, add your Razorpay keys in Settings → Payment Provider. See Payments and Payouts for the full payout rules.

My iCal sync shows “Stale” or “Sync error”

This means a calendar has not refreshed recently or has failed to sync repeatedly.

1. Re-check the iCal URLs on both sides — the link from Atlas in the OTA, and the OTA’s link in Atlas.
2. Allow the OTA time to refresh its calendar (this can take a while on the OTA’s side).
3. If it stays in error after a day, contact support.

The full Atlas Sync channel manager is still rolling out. Until then, iCal is how channel sync works — see Atlas Sync.

A booking came in on an OTA but is not in Atlas

Today, OTA bookings sync to Atlas as calendar blocks via iCal, not as full bookings with guest details. To manage the stay in Atlas, add it as a booking in Bookings. If the dates did not even get blocked, check your iCal sync health (above) and contact support if needed. Automatic booking pull arrives with the full Atlas Sync channel manager.

I need to cancel a booking

Open the booking in Bookings and cancel it there. The guest is notified automatically. Any refund follows the cancellation policy on the listing and is initiated through Razorpay — see Payments and Payouts.

Reaching Atlas support

If none of the above resolves your issue:

• WhatsApp: +91 74162 61981
• Email: support@atlaspms.in

To help us resolve it quickly, include your property name, the booking reference (if it is about a specific booking), and a screenshot of any error message.

Coming soon

On the roadmap, not yet available:

• A public status page for platform incidents.
• Automated health checks with host-facing alerts.
• In-app support chat.