> ## 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.

# Check-in won't go through

> What causes the error when trying to check a guest in and how to fix it or ask for help.

## When the error appears

When you try to mark a reservation's check-in, instead of completing, you get a screen with a generic message (something like *"Something went wrong"* or a validation error). The check-in doesn't go through and the reservation stays pending.

## Common causes

Even though the system message is generic, it's almost always one of these:

<AccordionGroup>
  <Accordion title="Guest data incomplete or no ID scanned">
    If the guest record doesn't have the ID document scanned, or has required fields missing (name, date of birth, nationality, document number), the system won't let you complete the check-in.

    **How to check:**

    1. Open the reservation → **Guests** tab
    2. Review each guest's record
    3. Make sure every required field is filled in

    If everything looks right and it still doesn't go through, contact support.
  </Accordion>

  <Accordion title="Minor with no responsible adult linked">
    If the reservation has a minor but no responsible adult has been linked (because neither parent is also staying at the hotel), the system blocks the check-in.

    **How to check:** on the minor's record, there should be a responsible adult selected.

    If you can't find where to set it, contact support.
  </Accordion>

  <Accordion title="The signature from mobile isn't being captured">
    Some mobile models or older browser versions don't transmit the signature correctly. The check-in stays waiting for a signature that was already drawn but never reached the system.

    **Workaround:** ask the guest to sign from Chrome in portrait mode. If that doesn't work, contact support.
  </Accordion>

  <Accordion title="The customer record is locked by another active reservation">
    If the customer has another active reservation where they're already checked in (*In-house*), their record may appear locked for new operations. It's rare but happens, for example, when a customer has consecutive stays.

    If you think that's the case, contact support with the booking references of both reservations.
  </Accordion>
</AccordionGroup>

## What to do if you can't find the cause

<Steps>
  <Step title="Note the booking reference">
    Clearly identify the booking reference of the affected reservation.
  </Step>

  <Step title="Capture the error">
    Take a screenshot of the message that appears when you try the check-in. If there's no explicit message, note what you see.
  </Step>

  <Step title="Contact support">
    Send all the info to support. Most check-in errors need a technical review.
  </Step>
</Steps>

## When to contact support

**Almost always.** Unlike other cases, check-in blocks usually require checking the reservation's detail in the back-office or reviewing the guest flow. Don't try to resolve by trying random options.

When you contact support, include:

* Booking reference
* Screenshot of the error or the exact message
* What you were trying to do (check-in the main guest, a companion, mark arrival, etc.)
* Whether the guest had their ID scanned or not

<Warning>
  Don't delete the guest record or create a new one to "bypass" the problem. The original record holds the reservation's audit trail, and compliance (SES, INE) depends on it being correct.
</Warning>