> ## Documentation Index
> Fetch the complete documentation index at: https://docs.roomdoo.com/llms.txt
> Use this file to discover all available pages before exploring further.

# INE report fails because of incomplete guest data

> When the INE report doesn't download because some guests have incomplete records.

## Why the INE report fails

The INE report (Hotel Occupancy Survey, EOH) gathers data on guests staying during a period. If some guests have required fields empty (ID/passport, nationality, date of birth), the system **can't generate the XML** and returns an error.

This issue was largely fixed with an app update that validates data before check-in. **Today it should only happen in isolated cases** (older guests, records created before validation).

## What to do

<Steps>
  <Step title="Verify the issue persists on the latest version">
    If your property runs the current Roomdoo version, this error should be rare. If you see it, note the period and details.
  </Step>

  <Step title="Contact support">
    Send us:

    * Property name
    * Report period (from/to)
    * Exact error message if shown
  </Step>

  <Step title="While we fix it, don't submit the broken report">
    If INE is waiting for it, flag it as urgent so we prioritise. The deadline matters to avoid penalties.
  </Step>
</Steps>

## What we do from support

1. Identify which guests in the period have incomplete data
2. Send you the list to complete with what's in your records (ID copies, check-in logs)
3. Once the records are updated, generate the clean report

In cases where the missing data is unrecoverable (very old guests with no archived ID copy), we review what exceptions INE accepts.

## When to contact support

**Almost always** when you see this error. Even though the general bug is fixed, specific cases usually need technical work to identify which records are incomplete.

<Warning>
  Don't submit the XML report by filling in invented data just to pass INE's validation. The declaration is legally binding and putting false data can trigger penalties much bigger than submitting late.
</Warning>