If you are a customer or a partner using Mews and you encounter an issue with a connected integration, you can follow the processes outlined in this help article to resolve the problem. Depending on the type of issue, you can complete this process anytime either in the Mews Marketplace, using the Mews Digital Assistant in Mews Operations, or by contacting the Technical Partnerships team directly. Note: Each support option serves a different purpose.

In this article you can learn about: 

• How to troubleshoot integration issues in Mews
  • Where to find help if you are a customer of Mews
  • What to do if you are a partner of Mews 

How to troubleshoot integration issues in Mews 

Where to find help if you are a customer of Mews 

If your property is experiencing issues with an integration listed in the Mews Marketplace: 

• Go to the help.mews.com and search for any existing troubleshooting guides related to your integration, or,
• Go to the Mews Marketplace and open the profile of the integration you are using and contact the partner directly. To do so: 

1. In Mews Operations, go to the main menu  > Marketplace.
2. Click My subscriptions.
3. Click on Edit next to the integration you are using.
4. Find the support email listed in the integration profile and contact the partner directly. Note: Mews recommends adding the partner in CC for faster issue resolution.
5. If the partner cannot resolve the issue or directs you back to Mews, contact Mews Support by submitting a support ticket through the Mews Digital Assistant. Note: Mews recommends adding the integration partner contact in CC. 

What to do if you are a partner 

There are two scenarios in which you may need to act: 

1. When a property reports an issue

• • Check if you can resolve the issue on your side.
  • If the problem requires assistance from Mews, ask the property to contact Mews Support by submitting a support ticket through the Mews Digital Assistant. Note: Ask the property to include your support email in CC. 

2. When the issue affects multiple properties or you require Mews’ input on the integration level

• • Contact the Mews Technical Partnerships team directly if:
    • You are experiencing a connection-wide outage.
    • You have a general question about Mews APIs.
    • You want to suggest an enhancement to the integration. 

You can now troubleshoot integration issues in Mews. 

You can learn more about using the Mews Digital Assistant in Mews Operations here.