Frequently Asked Questions

We offer solutions to the most commonly asked questions by our customers.

Lida Semak avatar Andrea Djurevska avatar Aylin Klinge avatar +3
144 articles in this collection
Written by Lida Semak, Andrea Djurevska, Aylin Klinge and 3 others
Settings

How to create products with overridable price?

Product prices, Free service, Change price of service, Flexible price
Mews Team avatar
Written by Mews Team
Updated over a week ago

We have a 2 night restriction over the weekend; how can we sell just one room for one night?

Restrictions, Rate management, Exceptions, Remove restriction, Bypass restriction, Change restriction, Override restriction
Mews Team avatar
Written by Mews Team
Updated this week

Why my prices are different and the adjustment to the base price is not calculated properly?

Wrong price, Base rate, Price adjustment, Price difference, Adjustment doesn't add up, Wrong calculation, Difference in price
Victoria Fabetti avatar
Written by Victoria Fabetti
Updated over a week ago

Do Out of order rooms impact availability?

Out of order, OOO, Availability impact, Impact on availability, Blocked rooms
Mews Team avatar
Written by Mews Team
Updated over a week ago

How to create a Corporate rate?

Corporate rate, Discount rate, Promotional rate
Mews Team avatar
Written by Mews Team
Updated over a week ago

Testing tools for Google Tag Manager

GTM, Google Tag Manager testing, Google Tag Manager tools, Google Tag Manager troubleshooting
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Written by Mews Team
Updated over a week ago

Universal Analytics and Enhanced E-commerce

Setup Google Analytics, Analytics elements, Google Tag Manager, GTM, E-commerce
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Written by Mews Team
Updated over a week ago

How to customize my registration card

registration card, customization
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Written by Mews Team
Updated over a week ago

Add or delete spaces to or from your setup

Change room setup, Add spaces, Change room category, Delete space category
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Written by Mews Team
Updated over a week ago

Send limited availability to the various channels

Send availability, Send limited rooms, Sell limit
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Written by Mews Team
Updated over a week ago

Reservations with 0% VAT

VAT except, Vat 0%
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Written by Mews Team
Updated over a week ago

How to change the language on my account

language setup, account language, Mews account
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Written by Mews Team
Updated over a week ago

Add custom links to your emails

Customization, HTML, Email links
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Written by Mews Team
Updated over a week ago

Day closure in Mews

Night audit, End of day, Day closing
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Written by Mews Team
Updated over a week ago

How can I delete an employee profile?

Delete employee, Inferior employee, Superior employee, Delete user
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Written by Mews Team
Updated over a week ago

New employee didn't receive a welcome email or resetting password

Reset Password, New employee, Cannot login, No welcome email
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Written by Mews Team
Updated over a week ago

How to change the cleaning period?

Housekeeping time, Cleaning reminder, Linen change, Clean rooms period
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Written by Mews Team
Updated over a week ago

Changing a base rate

Rate set up, Updating a base rate, Edit base rate
Mews Team avatar
Written by Mews Team
Updated over a week ago

If I close the rates in the Channel manager, they automatically reopen, why?

Close rates, Channel manager reopens rates, Rates automatically opened, Restrictions, Channel manager closure, Stop sales, Stop sell
Mews Team avatar
Written by Mews Team
Updated over a week ago

How to change my notifications?

I am getting emails, I am getting notifications, Responsible employee, Turn off notifications
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Written by Mews Team
Updated over a week ago

Change the charging option of products

Product charging, Product set up, Cannot change pricing of products
Mews Team avatar
Written by Mews Team
Updated over a week ago

Preview mail template

Preview, Review, Mail, Email, Check, See, Template, Confirmation email, Test, View, Personalized emails, HTML
Mews Team avatar
Written by Mews Team
Updated over a week ago

Bill products and nights as a package

Package rate, Listed products, Bill details
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Written by Mews Team
Updated over a week ago

How to change my own account's information?

Profile details, Change profile email, Change account email, Change, Password, My profile information
Mews Team avatar
Written by Mews Team
Updated over a week ago

How do I close all my availability?

Close Availability, Restriction, Availability Adjustment, Close rooms, Stop sales, Stop selling, Stop availability, Close sales
M
Written by Michael Diaz
Updated over a week ago

Travel agency commission

TA commissions, Travel agency set up, Commission calculation
Mews Team avatar
Written by Mews Team
Updated over a week ago

How rates in rate groups display in MEWS Distributor

Booking engine rates, Crossed out rate, Strike through, Rate groups booking engine, Rate ordering in booking engine, booking button
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Written by Mews Team
Updated over a week ago

How can I switch off Messaging in Mews?

Messages, Chat, Guest messaging, Send messages, Disable messages
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Written by Mews Team
Updated over a week ago

Why the system is posting automatically a service in addition to the products?

Service charged, Service posted, Additional service, Additional product, Service fee, Automatic charge, Automatic posting
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Written by Mews Team
Updated over a week ago

How do I set up check-in and check-out time?

Arrival time and departure time setup (check-in time - check-out time)
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Written by Mews Team
Updated over a week ago
Accounting & Payments

How to change my bank account for merchant payouts?

Bank details, Change bank details, Change bank account, Change IBAN, Payouts account
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Written by Mews Team
Updated over a week ago

How to find Bills and Invoices assigned to a company?

Bills and invoices, Company bills and invoices, Company bills report
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Written by Mews Team
Updated over a week ago

Chargeback received after a refund due to Covid-19

Covid refund, Covid chargeback, Disputed charge after refund, Chargeback of refund
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Written by Mews Team
Updated over a week ago

Resolve rebated items from cancelled bookings

Billing cancellation, Billing issue, Cancellation rebate
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Written by Mews Team
Updated over a week ago

Why is a credit card transaction declined/failed?

Credit card transaction, Declined transaction, Failed credit card payment, Declined credit card payment
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Written by Mews Team
Updated over a week ago

Mews Merchant overview

What is Mews Merchant and how it works, benefits of Mews Merchant, how to use Mews Merchant, PCI, Payment automation
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Written by Mews Team
Updated over a week ago

How to do a partial refund via Mews Merchant?

Partial refund, Payment refund, Mews merchant, Discount, Rebate
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Written by Mews Team
Updated over a week ago

How to deal with Cancellations fee

Deal with cancellation fees, Waive cancellation fees, Delete reservation, Apply cancellation fees, Cancelled reservation
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Written by Mews Team
Updated over a week ago

How to set up my Accounting Categories of Stay services?

Set up accounting categories, Accounting categories fields, Accounting setup
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Written by Mews Team
Updated over a week ago

Add other external payment options

Cheque payment, Voucher payments, Barter, Other payment methods
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Written by Mews Team
Updated over a week ago

How to refund a credit card Terminal payment?

Terminal payment, Terminal refund, Credit card refund
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Written by Mews Team
Updated over a week ago

Why does payment in Mews appear as pending, what should we do?

Pending payment, payment attempts
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Written by Mews Team
Updated over a week ago

Close a bill with an unexpected night rebate

Unexpected night rebate, Night refund, Give money back, Credit guest
Mews Team avatar
Written by Mews Team
Updated over a week ago

How to track prepayments and deposits via the accounting ledger?

Accounting ledger, Deposit ledger, Prepayments, Deposits, Open bills, Track payments, Prepaid reservations, Prepaid bills, Prepaid stays
Mews Team avatar
Written by Mews Team
Updated over a week ago

How can I modify an issued invoice?

Issued invoice, Change closed invoice, Incorrect invoice, Rebate invoice, Receivable tracking
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Written by Mews Team
Updated over a week ago

How to send an issued invoice to a different email than the guest email?

Invoice, Issued invoice, Emailing bills and invoices, Invoice PDF
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Written by Mews Team
Updated over a week ago

How to refund a credit card payment via Merchant

Refund, Merchant refund, Merchant payment
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Written by Mews Team
Updated over a week ago

How to set up an automatic settlement for Virtual Credit Cards

Automatic settlement, Virtual credit cards, Settlement, Automatic payments, Charge VCC on arrival, Charging on check in date
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Written by Mews Team
Updated this week

How does the Guest information affect the Bill information

Produce bill, Produce invoice, Issue bill, Invoice information
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Written by Mews Team
Updated over a week ago

Accounting Ledger – Deposits

Deposits, Accounting ledger, Balance
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Written by Mews Team
Updated over a week ago
Front Office

Cancel a checked-in reservation

Undo check-in, Cancel checked in, Cannot cancel reservation
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Written by Mews Team
Updated over a week ago

Manage multiple properties

Manage properties, Multiple properties, Multiple hotels
Mews Team avatar
Written by Mews Team
Updated over a week ago

House use, Out of Service and Out of Order

Staff room, Out-of-service, Out-of-order, OOS, OOO
Mews Team avatar
Written by Mews Team
Updated over a week ago

Add Lost and Found

Forgotten items, Lost property, Forgot in the room
Mews Team avatar
Written by Mews Team
Updated over a week ago

Printer printing double

Printer, Printing, Printed, Twice, Multiple, Mews printer, Double, Documents, Files,
Mews Team avatar
Written by Mews Team
Updated over a week ago

Room categories ordering

Inventory levels, Priority assignment, Upgrade, Downgrade
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Written by Mews Team
Updated over a week ago

How to blacklist a customer?

Blacklist, Black list, Block customers, Prevent guests from booking
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Written by Mews Team
Updated over a week ago

Overbookings - how to find & solve them

Timeline overbooking, Can't find overbooking on timeline, Room type overbooking, Red line, Find overbooking, Auto-replenishment,fully booked
Mews Team avatar
Written by Mews Team
Updated over a week ago

Can't check-in/out a reservation

Not able to check-in/out, Check-in error, Cannot complete check-out, Cannot check-in reservation because assigned space is blocked.
Mews Team avatar
Written by Mews Team
Updated over a week ago

Closing a bill above 400 EUR for Spanish customers

Invalid tax identifier, Can't close a bill, NIF, 400 euro, Spanish bills, Spanish fiscal registry
Victoria Fabetti avatar
Written by Victoria Fabetti
Updated over a week ago
Reservations

Add a companion in the reservation

Guest information missing, Different name in reservation, Missing companion, Guest in house report not complete, Create companion
Mews Team avatar
Written by Mews Team
Updated over a week ago

Availability doesn't match in Mews and in the channel manager

Discrepancy, Availability, Channel manager, Not updated, Wrong availability
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Written by Mews Team
Updated over a week ago

Why am I overbooked?

Reasons for overbooking, Overbooked, Booking.com overbooking, Red line
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Written by Mews Team
Updated over a week ago

Rates don't match in Mews and in the channel manager

Discrepancy, Rates, Channel manager, Not updated, Wrong rate
Mews Team avatar
Written by Mews Team
Updated this week

Mews University login

Mews University, Training videos, New user, Learnupon
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Written by Mews Team
Updated over a week ago

How to find the overbooking?

Overbooking, Find overbooking, Search for overbooking, Red line
Mews Team avatar
Written by Mews Team
Updated over a week ago

If a guest leaves the hotel earlier, how can we do the check-out one or more days before?

How to handle early departure, unscheduled check-out, early checkout
Mews Team avatar
Written by Mews Team
Updated over a week ago

Why I am not receiving bookings from the channel manager in Mews?

Reservations not downloaded, Channel manager bookings, Not receiving reservations, Reservations not delivered, Can't see reservation in Mews
Mews Team avatar
Written by Mews Team
Updated over a week ago

Reinstate a confirmed optional booking

Optional booking, Confirmed status, Optional status, Inquiry booking, Reinstate inquiry
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Written by Mews Team
Updated over a week ago

Link products to vouchers

Packages, Link products, Booking engine, Private rate, Private package
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Written by Mews Team
Updated over a week ago

How do no-shows work?

No show, No-show, Non-arrival, Late cancellation
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Written by Mews Team
Updated over a week ago

Can I distinguish Expedia Collect from Hotel Collect bookings if I use SiteMinder?

Expedia collect, Hotel collect, Expedia, Siteminder, Expedia via Siteminder, Distinguish expedia reservations
Mews Team avatar
Written by Mews Team
Updated over a week ago

Can I create or modify a reservation for a date in the past?

Create past reservation, Modify reservation in the past, Create past booking, Create booking in the past, Reservation/booking with past date
Mews Team avatar
Written by Mews Team
Updated over a week ago

Is it possible to cancel credit card payments?

Credit card payments, Cancel payment, Refund payment, Credit card refund
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Written by Mews Team
Updated over a week ago

(Un)merge Groups

Merging groups, Adding reservations to your group bookings, Separate group
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Written by Mews Team
Updated over a week ago

How do I extend a reservation?

Extend reservation, Change reservation, Change date of reservation, Change departure date, Change arrival date, Extend stay
Mews Team avatar
Written by Mews Team
Updated over a week ago
Integrations

How to connect my Accounting integration?

Accounting setup, Requirements for accounting software, Accounting software, Connect accounting integration, Accounting integration
Mews Team avatar
Written by Mews Team
Updated over a week ago

Point of Sale FAQ

Point of sale, POS, Marketplace, Integrations, Food & beverage, F&B, Accounting category, Incorrect TAX/VAT, Products, Items, Services, FAQ
Mews Team avatar
Written by Mews Team
Updated over a week ago

How to find Product ID/Service ID/Accounting Category ID in Mews?

Product ID, Accounting category ID, Service ID, ID number, Identification number, Find ID, POS ID
Mews Team avatar
Written by Mews Team
Updated over a week ago

Legal environment integrations - InvoiceXpress

Legal environment, integrations, InvoiceXpress, Portuguese LE, Invoicing integrations
Mews Team avatar
Written by Mews Team
Updated yesterday

Accounting integrations - Yuki

Accounting integrations, Yuki, Finance, Accounting
Mews Team avatar
Written by Mews Team
Updated over a week ago

Accounting integrations - Xero

Accounting integrations, Xero, Finance
Mews Team avatar
Written by Mews Team
Updated over a week ago

Accounting integrations - Visma

Accounting integrations, Visma, Finance
Mews Team avatar
Written by Mews Team
Updated over a week ago

Accounting integrations - Unit4

Accounting integrations, Unit4, Finance
Mews Team avatar
Written by Mews Team
Updated over a week ago

Channel manager reservation received with unknown code

Channel manager mapping, reservations, rates, space categories, email, error, unknown code, channel manager
Aylin Klinge avatar
Written by Aylin Klinge
Updated this week

How to contact POS support

POS support, Lightspeed support, integration partner contact
Mews Team avatar
Written by Mews Team
Updated over a week ago

Door lock protocols and key creation message formats

protocol, key cutter message format, Salto time conversion
Mews Team avatar
Written by Mews Team
Updated over a week ago

How do key cutter integrations work

Mews Team avatar
Written by Mews Team
Updated over a week ago

How to find logs from the Mews Connector app

Connector logs for key cutter troubleshooting
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Written by Mews Team
Updated over a week ago

Accounting integrations - Filosof

Accounting integrations, Filosof, Finance
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Written by Mews Team
Updated over a week ago

Accounting integrations - Exact Online

Accounting integrations, Exact Online, Finance
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Written by Mews Team
Updated over a week ago

Accounting integrations - Exact Globe

Accounting integrations, Exact Globe, Finance
Mews Team avatar
Written by Mews Team
Updated over a week ago

Accounting integrations - Efact

Accounting integrations, Efact, Finance
Mews Team avatar
Written by Mews Team
Updated over a week ago

Accounting integrations - DATEV

Accounting integrations, Datev, Finance
Mews Team avatar
Written by Mews Team
Updated this week

Accounting integrations - Twinfield

Accounting integrations, Twinfield, Finance
Mews Team avatar
Written by Mews Team
Updated this week

How does a key cutter integration work with Operator kiosk?

operator kiosk, key cutter, key encoder
Mews Team avatar
Written by Mews Team
Updated over a week ago

Accounting integrations - Reeleezee

Accounting integrations, Reeleezee, Finance
Mews Team avatar
Written by Mews Team
Updated over a week ago

How can I connect to Airbnb?

Airbnb connection, Connect to airbnb, Channel manager connecting to airbnb, Channel managers
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Written by Mews Team
Updated over a week ago

Accounting integrations - Sage

Accounting integrations, Sage, Finance
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Written by Mews Team
Updated over a week ago

Accounting integrations - Quickbooks

Accounting integrations, Quickbooks, Finance, Omniboost
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Written by Mews Team
Updated over a week ago

How does Mews Marketplace work?

Marketplace, Integrations, App store, Connect integrations
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Written by Mews Team
Updated over a week ago

Accounting integrations - King Software

Accounting integrations, King Software, Finance, Omniboost
Mews Team avatar
Written by Mews Team
Updated over a week ago

Duplicate connectors

New version of connector, Old version of connector, Resolve device duplicates
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Written by Mews Team
Updated over a week ago

Best Covid-19 integrated partner solutions

contactless solution, contact-free solution, integration partners
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Written by Mews Team
Updated over a week ago

How to switch from one channel manager to another

Changing your channel manager in Mews
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Written by Mews Team
Updated over a week ago

Mews Connector application for Windows

Windows Connector, WebSocket, FIAS settings
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Written by Mews Team
Updated over a week ago

Connector error notification

Error notification, Bell ring, Key cutter fail, Printer fail
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Written by Mews Team
Updated over a week ago

How to troubleshoot Marketplace integration issues

General procedure for solving Connector API integration issues
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Written by Mews Team
Updated over a week ago

How to send a manual update to the Channel Manager?

Update rates, Availability and restrictions in the Channel Manager, Block dates, Synchronize, Manual push
Mews Team avatar
Written by Mews Team
Updated over a week ago

Troubleshooting your key cutter integration

Key cutting setup, How to solve problems with your keycutter, Salto, Vingcard, Onity, Hotek, Messerschmitt, Problem with keys, Doorlocks
Mews Team avatar
Written by Mews Team
Updated over a week ago

Accounting integrations - AFAS Software

Accounting integrations, Afas, Finance
Mews Team avatar
Written by Mews Team
Updated over a week ago

Which POS solution does Mews integrate with?

Point of sale, Food and beverage, POS, Services, Integrations, POS solution, Restaurant app, Restaurant posting, Post items, Bar items
Lida Semak avatar
Written by Lida Semak
Updated over a week ago

How to connect my POS to Mews?

Point of sale, POS, Food and beverage, F&B, Integration, POS mapping, Connect POS, Connect point of sale, Map point of sale
Mews Team avatar
Written by Mews Team
Updated over a week ago

Understanding Services with POS

Point of sale, POS, Add services, Add order, Add products, Add items, Integration partner, Connector API, Restaurant software
Mews Team avatar
Written by Mews Team
Updated over a week ago

How to add order to a customer (room/reservation) from a POS?

Point of sale, POS, Food and beverage, F&B, Add order, Post item, Restaurant item, Restaurant service, Bar service, Charge to room
Mews Team avatar
Written by Mews Team
Updated over a week ago
Other

Standard & Premium Support

Upgrade support, Get faster support, Solve challenges faster, Chat, Ask questions by phone, 24/7 support, API support
Mews Team avatar
Written by Mews Team
Updated over a week ago

How to contact Sales?

Sales, Contact sales, Help, Contract
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Written by Mews Team
Updated over a week ago

Export the .har file from your browser

Mews Team avatar
Written by Mews Team
Updated over a week ago

Internal server error

Getting error, Internal, Server, Not working, Error
Mews Team avatar
Written by Mews Team
Updated over a week ago

Sending channel manager updates for more than 365 days?

Channel manager, Upload availability, Upload restrictions, Upload rates, Upload interval, More than 365 days, maximum interval of update
Mews Team avatar
Written by Mews Team
Updated this week

Can I manage restrictions directly in the Channel manager?

Restrictions, Manage restrictions, Channel manager
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Written by Mews Team
Updated over a week ago

How is Occupancy calculated in Mews?

Occupancy, Calculating occupancy, Revenue
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Written by Mews Team
Updated over a week ago

Outstanding Invoices - Overdue banner

Overdue payment, Red banner, Unpaid invoice
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Written by Mews Team
Updated over a week ago

Send a message or email to guests

Communicate with your guests, Personal emails, Individual emails, Send emails to guests
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Written by Mews Team
Updated over a week ago

Can I remove the QR code from the emails?

Delete QR code, Change the QR code
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Written by Mews Team
Updated over a week ago

How to change the e-mail address on my account?

Change e-mail, Replace e-mail to my account, I want to change email address in Mews
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Written by Mews Team
Updated over a week ago

How to disable the sound of the notifications?

Disable sound, Stop sound, Notifications sound, Turn off sound
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Written by Mews Team
Updated over a week ago

Contact Account Manager

Customer success, Account manager, Manager, Help, Support
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Written by Mews Team
Updated over a week ago

Error notification

Error message, How to help us solve error notifications, Unknown error
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Written by Mews Team
Updated over a week ago

How to request a new feature?

New feature, Request feature, Suggestion, Improvement, Idea
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Written by Mews Team
Updated over a week ago

Contact Customer Support

Need help? We are here for you! Customer care, email, Customer support, Support
Mews Team avatar
Written by Mews Team
Updated yesterday