FAQ – Management / System & Data Management (PMS)
Property-Level Changes Requiring Support
Can I update the name of my property?
The Property Name is tied to your system configuration, including internal accounting and licensing. Because of this, it cannot be freely updated within the system.
Minor formatting changes (such as uppercase or lowercase adjustments) may be handled by Visual Matrix Support. However, any changes involving additional or removed words must go through a formal review process.
To request a change, please contact Visual Matrix Support.
Why can’t I change my Property ID?
The Property ID is a system-assigned identifier used to distinguish your property within Visual Matrix. If your property is part of a brand, this ID may also align with your brand’s internal identification.
Because this value is used across multiple system functions, it cannot be modified directly.
If you believe a change is required, please contact Visual Matrix Support for guidance.
Why did my Product Key change?
The Product Key reflects your property’s system configuration, including enabled services, interfaces, and features.
When updates are made to your contract—such as adding or removing services—or when certain property details (like the Property Name) are changed, the Product Key may be updated to reflect those changes.
If you have questions about a recent change, please contact Visual Matrix Support.
Access & Security
Why can’t I log in from home or outside the property?
Access is restricted to your property’s network when IP Security is enabled. If you are outside the approved network, you may need Remote Login access enabled for your user.
Should I disable IP Security to allow remote access?
No. Disabling IP Security is not recommended. Instead, enable Remote Login for specific users who need off-site access.
What’s the difference between Remote Login and adding an IP address?
Remote Login → Allows a specific user to log in from anywhere
Adding an IP → Allows access from a specific network (for all users with valid login credentials)
Remote Login is the recommended and more secure option for off-site users.
Why am I getting “Unable to login from this location”?
This typically indicates that you are attempting to access the system from outside the approved network. Remote Login may be required, but network configuration or IP Security settings should also be reviewed.
Can I add my home IP instead of using Remote Login?
This is not recommended. Adding an IP allows access from that entire network, not just one user. Use Remote Login for secure, user-specific access.
Can Visual Matrix Support enable Remote Login or update IP Security for me?
No. For security and liability reasons, these settings must be managed by a user at your property with appropriate access.
Why is Remote Login managed under IP Security?
Remote Login is part of the system’s access control structure and works alongside IP Security to determine where users can log in from and who is allowed to access the system outside the property network.
Multi-Factor Authentication (MFA)
Do I need both email and phone for MFA?
No. Users only need one:
- Email or
- Phone number
This is required to receive verification codes during login.
What happens if a user does not have email or phone set up before MFA is enabled?
They will not receive a verification code and will be unable to log in until their information is updated.
Network & Connectivity
What happens if our internet provider changes?
Your public IP address may change, which can block access if IP Security is enabled. You will need to update your IP Security settings from the new network.
What should I do if I change my ISP or Public IP and can't access VM Cloud?
VM Cloud is secured by IP security, which locks access to your system based on the public IP address of your property's Ethernet network. This ensures that only users within your hotel network can access your data, unless explicitly permitted. The public IP is provided by your Internet Service Provider (ISP), and each ISP assigns a unique public IP to each user. Additionally, your Ethernet network and Wi-Fi will have different public IP addresses.
The most common scenario for this issue is when a property changes its ISP, resulting in a change of the public IP address. Since VM Cloud is locked to the previous IP, any user without remote access will be locked out.
To allow VM Cloud to recognize the new public IP, simply restart your broker service.
System Backup & Data Protection
How do backups work in Visual Matrix Cloud?
Visual Matrix Cloud uses a Point-In-Time backup system to protect your data. This allows your database to be restored to a specific moment within the past 30 days.
In addition to point-in-time recovery, Visual Matrix also maintains:
- Weekly backups
- Monthly archives
These provide extended protection and support long-term data recovery.
What does this mean for my property?
If data needs to be restored, Visual Matrix can recover your system to a specific point within the last 30 days. For older data, weekly and monthly backups may be used depending on the situation.
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