Receiving error emails from your Channel Manager? Don’t panic!

Here’s a quick guide to help you manage common Channel Manager (CHM) errors and effectively use the CHM queue.

1. Understanding the CHM Queue
Before troubleshooting, it’s essential to familiarize yourself with the Channel Manager (CHM) queue, which displays the status of all updates sent from Mews to your Channel Manager.
To access the CHM queue:

• Navigate to Main Menu > Queues > Channel Manager.
• Use filters to view specific items, such as inventory updates, incoming reservations, synchronized items, or the status of generated updates.

By regularly checking this queue, you can identify whether an update is still pending, failed, or successfully processed.

2. Common Error Messages and How to Resolve Them
Whenever there is an issue with the Channel Manager, Mews sends an email to notify you. Below are some common errors you might encounter, along with steps to resolve them:

• Unknown Rate Code: Check your Channel Manager integration for the rate code mentioned in the error email. If it’s missing or has extra spaces, update the mapping. Then, manually send a full update to the Channel Manager using the Manual Actions section.
• Unknown Currency in Reservation: This error typically occurs when an OTA (Online Travel Agency) supports a currency that isn’t configured in Mews. Ensure the correct currencies are supported and mapped in both the OTA and Mews.
• Unknown Room Type Code: This happens when a room type in the Channel Manager isn’t mapped in Mews. Review both systems, update the mappings, and add any missing room types. After updating, send a full update to the Channel Manager to ensure everything is synchronized.
• Failed Inventory Update (Timeout/Error): This error occurs when the Channel Manager cannot process an inventory update due to a timeout or system issue. Try to push a manual update again through Manual actions and and if the error persists, check with your Channel Manager support.

3. Retrying Failed Reservations
If a reservation fails to integrate, you can manually retry it:

• Go to the Channel Manager Queue.
• Find the failed item, click the three dots, and select Execute. 
• Wait a few minutes to see if the retry is successful.

4. Preventing Panic: Know Where to Look
Instead of panicking when you receive an error email, remember to:

• Check the CHM Queue first to understand the issue.
• Use the Channel Manager integration settings in Mews to correct any mismatches.
• Ensure your OTA settings are aligned with your Mews setup.

By following these steps, you can resolve most errors on your own and maintain smooth communication between your systems. For more detailed guidance, refer to the Mews knowledge base or contact support if needed.

Pro Tip: Always ensure that you’re familiar with the setup and mapping of rates, room types, and currencies in both Mews and your Channel Manager. This will help you avoid common errors and ensure seamless operations!

Read more in our help guides: 
What are the different Channel Manager error emails?
The Channel manager queue