FAQ - Management / User Settings
I need help with the new username that I created. When I try to login, it shows that I don't have permission to login from this location. Why can't I?
This message indicates that you are attempting to log in from outside the property’s configured IP security settings. To resolve this, someone with management permissions must log into Visual Matrix and grant your new user Remote Access. They can do this by navigating to Management > User Settings > Security > Manage IP Security and setting the Remote Access permission to "Yes" for your username.
Why my Carrier is not listed in the dropdown for SMS Notifications?
Your carrier might share a network with another provider. Check here for more information.
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.
Related Articles
FAQ - Front Office / Reservations
Why does the estimated total show $0 when creating a single reservation under a group name, whereas guests want to pay individually? This occurs when the group master reservation's Guarantee Type is set to Room and Tax or All Charges. To resolve ...FAQ - Revenue Management / Reports
Estimated Forecast Report What does the Estimated Occupancy Forecast report show? It displays projected room occupancy and ADR for future dates, adjusted based on a selected trend model: None, Historical Year-over-Year, or Pickup Year-over-Year. Why ...FAQ - New Owners
If you missed the onboarding or require additional help, feel free to contact your dedicated Account Manager or access one of the various Knowledge Sources (see Resource Guide attached). How can I get a login for Visual Matrix? The fastest way to get ...FAQ - PMS Safety & Security
Security in the hospitality industry is more than a best practice — it’s a vital guardrail for your guests, your staff, and your property’s operations. At Visual Matrix PMS, we build in robust safeguards to protect your system, but the strongest ...FAQ - Maintenance
What is the difference between "Preventive" and "Preventative" Maintenance? There’s no real difference — “preventive” and “preventative” mean the same thing: something designed to prevent or stop problems before they happen. Why does the system say, ...