Reference translation

This page is a courtesy translation. The Spanish version is the authoritative reference.

Common issues

Most frequent issues and how to fix them. If your case isn't listed, contact support.

Ministry submission

The Ministry rejects the report

The registration goes into Rejected state. Open it to see the message returned. The most common ones are documented in Ministry errors.

To fix without annulling:

1. On the registration, open the Actions menu and choose Unlock guest editing.
2. Ask the guest to return to their link and fix the flagged data.
3. Validate again and resubmit.

See the full flow in Fix a Ministry rejection.

"Invalid credentials" when submitting

Almost always means:

• The username, password, or lessor code is wrong.
• The password has expired or has been changed in the Ministry portal.
• The credentials don't have telematic submission enabled.

Check the three values in Settings → Agency → SES credentials and use Test connection to verify before resubmitting.

RegistroViajero checks your credentials automatically — when you save or edit them and on a daily sweep — and shows a status badge (Verified, Rejected by the Ministry, or Not verified) next to each credential on that same screen. If the Ministry stops accepting a credential, you get an alert right away (in-app and push), so you can fix it before a guest's report fails. Test connection is still there for an on-demand re-check whenever you need it.

The same "check the username and password" message also appears if an annulment (BAJA) fails because the credentials are wrong or expired. Treat it as a credentials problem, not a temporary service outage.

Submission takes too long to confirm

The Ministry responds asynchronously. You normally see the result (Confirmed or Rejected) in less than 5 minutes. If more than 30 minutes pass without confirmation, refresh the page and contact support if it persists.

"Duplicate batch"

Happens when the same submission reaches the Ministry twice (for example, after a network blip). RegistroViajero detects the duplicate and handles recovery automatically — no action required.

Guest check-in

The guest says the link doesn't work

Check-in links never expire — if it "doesn't work", the cause is something else. Check:

• Correct link: make sure the guest opens the full link, including the code after /checkin/. A frequent mistake is sending a guest another guest's link from the same registration.
• Already used: each link is unique per guest. If they have already completed check-in, reopening it shows the summary, not the form.
• Editing locked: if the registration is already reviewed or sent to the Ministry, the guest sees a notice that they cannot edit — see "Editing locked" below.
• Archived registration: if the registration is archived, the link is disabled.
• Guest or registration removed mid check-in: if you removed the guest or deleted the registration while the guest was filling in their details, their link now shows a clear "link no longer valid" screen. Recreate the guest or registration and send a fresh link.
• Guest's connection: ask them to try another network (mobile data instead of the hotel wifi, for example).

The guest can't find where to upload the document photo

RegistroViajero does not require photos of the DNI or passport. Only textual data is collected: document type, number, and support number when applicable. If you need to keep ID copies for internal reasons, do so outside the platform.

The guest can't sign

The form tells them which field is missing before they can sign —the support number or the second surname. Check the following depending on the document type:

• DNI, NIE, or EU registration certificate → missing last name 2 or support number. They may also be stuck earlier: on these three types the document number must be a nine-character Spanish number with a check letter, and if it doesn't fit the form won't let them past the first step. It shows the expected format and, if the document is from another country, the right type is Identity document from my country.
• Age under 14 → minors under 14 are exempt and don't sign; add them as accompanied by the responsible adult.

If the guest had already completed check-in, open the registration's Actions menu and choose Unlock guest editing so they can sign again after correcting.

"Editing locked" or "you cannot edit your data"

The registration no longer accepts changes from the guest side. Causes:

• The registration is in Reviewed, Rejected, Sent to Ministry, Confirmed, Archived, or Blocked.
• In Reviewed or Rejected, you (admin) can reopen editing from the registration's Actions menu, with Unlock guest editing.

More detail in Admin edit-lock override.

The guest fills in the form but it isn't saved

Data is saved when moving to the next step. If the guest closes the browser mid-step without advancing, that step isn't saved (the rest are). Solutions:

• Ask the guest to complete at least to the next step before closing.
• If they reopen the same link, they pick up at the last saved step.

I don't know what to do with a specific registration

Use this guide based on the visible state:

Visible state	Normal action
Awaiting guests	Wait or resend check-in links.
Ready to review	Review data and validate.
Reviewed	Submit to the Ministry, unless you want to open editing first.
Sent to Ministry	Wait for the Ministry response.
Rejected	Read the reason, fix, and submit again.
Confirmed	No action needed unless the stay is cancelled: in that case, annul the submission (BAJA).

More detail in Review a registration before submitting.

Registrations

A registration imported from Booking has no guest name

This is normal: Booking.com does not include guest data in the iCal feed for privacy reasons. From the registration, add guests manually and send their check-in links.

A registration is duplicated

Usually happens when:

• The same accommodation has two iCal feeds pointing to the same portal (e.g., two Booking URLs for the same apartment).
• The registration was created manually and later imported via iCal too.

Archive one of the two copies. If it's a feed issue, check Accommodations → Calendar feeds and remove the duplicate.

A registration cancelled on Booking is not archived

The iCal sync runs every 15 minutes and also waits a grace window of about 2 hours before archiving a registration that disappears from the calendar (so a one-off platform glitch doesn't archive anything). If an OTA-cancelled registration is still active after that window, force a manual sync from the accommodation page. If it still remains active, verify the registration is actually cancelled in the Booking extranet.

Note that registrations already sent or confirmed with the Ministry are not archived automatically: instead you get the Needs annulment alert so you can decide whether to annul the submission. See Import calendars (iCal).

Account and team

I'm not getting the verification email

Check your spam folder. If it's not there, you can resend the email from the login screen. If it persists, check that the recipient's domain isn't blocking emails from registroviajero.com.

I can't access Billing

Only the Owner role can manage billing. Administrator and Member roles don't have access. To transfer ownership, contact support.

I lost my authenticator app and can't sign in

When you enabled two-step verification we showed you 8 single-use backup codes to store somewhere safe. If you no longer have the authenticator app:

• On the screen that asks for the code, click Use a backup code and enter one of the codes you saved. Each code works only once.
• If you've also lost the backup codes, ask an Owner or Administrator of your agency to reset your two-step verification from the team. After the reset you'll be able to sign in and set it up again.

I can't sign in with my password: it only lets me use single sign-on

Your agency has single sign-on enforced, so password login is disabled for the whole agency. Sign in with your provider's button (for example, Google) instead of email and password. If you think this is a mistake, contact your agency's Owner, who manages that policy in Settings.

I changed my email and got signed out

This is expected. When you change your account email, we sign you out for security: sign in again with your new email. We also mark the new address as unverified and send a verification link, so check the inbox (and spam folder) of the new email.

If you have a single sign-on provider connected (for example, Google), you must disconnect it first from Settings → Security: while it's connected, the provider manages your address and the change is blocked.

A team member doesn't get push notifications

• In Brave: push notifications are blocked by the browser's privacy restrictions. Use Chrome or Edge.
• On Safari iOS: only works if the app is installed as a PWA from the home screen (see Install the app).
• In other browsers: check that notifications are allowed for the domain in the browser settings.

iCal

The feed fails with "404"

The source portal has regenerated the iCal URL (common after a password change). Sign in to the portal, copy the new URL, and update the feed in RegistroViajero.

Registrations show wrong dates

Some portals publish the end date as "the day after checkout" and others as "the same day". RegistroViajero normalizes this, but if you see an extra night, check:

• That the booking in the source portal has the correct dates (the last night is the day before checkout).
• That you haven't added the same calendar feed more than once: a duplicate feed can create overlapping nights.

Billing

When am I charged?

The first charge happens at the end of the 15-day trial unless you cancel beforehand. After that, you are billed monthly on the same day. Polar handles the payment.

I activated or deactivated an accommodation and don't see the amount adjusted

The adjustment isn't always immediate. When you activate an accommodation beyond the seats you've purchased, RegistroViajero asks you to add a seat and shows the prorated amount on screen before you confirm; the charge happens immediately. When you deactivate or delete an accommodation, the seat reduction is automatic: it applies at your next renewal (the bill only ever drops, never mid-period), with nothing for you to do. Settings → Billing shows how many seats you'll have after the next renewal.

I cancelled but I still have access

When you cancel, you keep access until the end of the paid period. Once the period ends, the account becomes read-only and you can't submit new Ministry reports. Check-in links keep working for guests.

Exports

"These filters match too many registrations"

One export takes at most 10,000 registrations. The message tells you how many your filters select: narrow by accommodation or date range and download in several batches. See Exports.

The export has been "Building" for a long time

That is expected for large exports: around 10,000 reports take close to half an hour. You do not need to wait with the tab open — you will get an alert when it finishes. Ministry submissions are not delayed by it.

The export shows as "Failed"

Request it again from the Filters panel. If it fails again with the same filters, contact support and tell us which filters you used.

The export shows as "Expired" and I can't download it

Files are kept for 30 days. After that they are deleted and the entry stays in the list as a record only. Request the export again for a fresh copy.

A colleague can't find the export I requested

They can: the Exports panel shows the whole agency's exports, not just yours. If it is not there, check that it has not expired, that nobody deleted it (deleting removes it for the whole team), or that it has not dropped out of the 20 most recent.

I clicked "Export" twice — do I get two files?

No. With the same filters, RegistroViajero reuses the export already running.

The app

A page shows an error or won't load

If a list (Registrations, Guests, Accommodations), the dashboard, or the activity log shows an error message with a Retry button, it's usually a brief connection blip: tap Retry. If the error persists, contact support.

Still not working

If your problem isn't listed or the suggestions don't solve it, contact support with:

• Your account email.
• The affected accommodation name (if applicable).
• A specific registration code (if applicable).
• The approximate time of the issue.
• The browser and operating system you were using.