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 reservation goes into Error state. Open it to see the message returned. The most common ones are documented in Ministry errors.
To fix without annulling:
- On the reservation, click Guest editing to unlock guest editing.
- Ask the guest to return to their link and fix the flagged data.
- 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 → SES credentials and use Test connection to verify before resubmitting.
Submission takes too long to confirm
The Ministry responds asynchronously. You normally see the result (Confirmed or Error) 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 reservation. - 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 reservation is already validated or sent, the guest sees a notice that they cannot edit — see "Editing locked" below.
- Archived reservation: if the reservation is archived, the link is disabled.
- 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
A message appears like "A required field is missing for signature". Check the following depending on the document type:
- DNI or NIE → missing last name 2 or support number.
- EU registration certificate → missing support number.
- 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, unlock Guest editing so they can sign again after correcting.
"Editing locked" or "you cannot edit your data"
The reservation no longer accepts changes from the guest side. Causes:
- The reservation is in Validated, Error, Sent, Confirmed, Archived, or Blocked.
- In Validated or Error, you (admin) can unlock guest editing from the reservation (Guest editing button).
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 reservation
Use this guide based on the visible state:
| Visible state | Normal action |
|---|---|
| Pending | Wait or resend check-in links. |
| Guest completed | Review data and validate. |
| Validated | Submit to the Ministry, unless you want to open editing first. |
| Sent | Wait for the Ministry response. |
| Error | 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 reservation before submitting.
Reservations
A reservation 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 reservation, add guests manually and send their check-in links.
A reservation 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 reservation 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 reservation 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 reservation that disappears from the calendar (so a one-off platform glitch doesn't archive anything). If an OTA-cancelled reservation is still active after that window, force a manual sync from the accommodation page. If it still remains active, verify the reservation is actually cancelled in the Booking extranet.
Note that reservations 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.
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.
Reservations 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 accommodation's timezone is correct.
- That the reservation in the source portal is correctly entered.
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
Changes in the number of active accommodations are prorated automatically and shown on the next invoice. You can preview the upcoming invoice in Settings → Billing.
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.
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 reservation code (if applicable).
- The approximate time of the issue.
- The browser and operating system you were using.