How to report issue to Flexkeeping Support

To help us resolve your issue as quickly and efficiently as possible, please provide detailed information when reporting a problem to the Flexkeeping Support team. Below is a step-by-step guide on how to report an issue, whether you're using the WEB or MOBILE version of the app.

Before Reporting

1. Make sure the Flexkeeping app is up to date.
   Go to the App Store or Google Play (for Mobile) or refresh the browser/app (for Web) to ensure you're using the latest version.

2. Try closing and reopening the application.
   If the issue still occurs after doing this, proceed with the steps below.

What to Include in Your Report

To speed up resolution, please include the following information:

1. Platform

• Indicate if the issue occurred on:

  • WEB

  • MOBILE

2. Property

• Provide the name of the hotel/property where the issue occurred.

3. User Details

• Is the issue affecting:

  • A specific user (include username or User ID)?

  • Multiple users?

4. Room Number

• Include the room number related to the issue.

5. Reservation Information

• If the issue involves a missing reservation, include the reservation number (ID) if available.

6. Issue Description

• Clearly explain what is happening, especially if:

  • The correct information is not displayed in Flexkeeping and add the corrrect data that should be displayed.

  • Information appears incorrect or outdated. Add the expected correct data. 

  • The issue persists even after restarting the app.

Screenshot Guidelines

When attaching a screenshot, make sure it includes the following:

• The URL (Web version) or visible elements for Mobile.

• The Flexkeeping version.

• The room number or section where information is missing or incorrect.

✅ A good screenshot helps our team identify and resolve your issue faster.

Example 1 

“On mobile app, in property Hotel A user maria.smith (ID: 3204) is unable to see allocated spaces  101, 103, 103 and 104, even after refreshing, logging out and back in. App is up to date.The app has been restarted, and the issue persists. We have created shake report from her account and mobile”

Example 2

“On WEB and APP, in property Hotel B, the reservations statuses don't match between PMS and Flexkeeping. Flexkeepng is displaying incorrect data. For example rooms 101, 102, 103, are occupied in PMS, but in Flexkeeping they appear as vacant. Reservation ID's are as followed: 101 (ID:6374Y484Y); 102 (ID:4Y8Y534); 103 (ID483975665). In the attachment you will find the print screen from PMS, where the reservations are displayed and print screen from Flexkeeping where incorrect statuses are marked. 

If you include all the above information, we’ll be able to investigate and assist you more effectively. Thank you for helping us improve your experience!