Troubleshooting Optii Access, Missing Properties & App Issues

This article explains how to resolve common Optii chat access and mobile app connectivity issues, and what steps to take when properties or rooms do not appear.

How do I fix missing properties or see different properties for different logins?

Use the account that contains all properties and request a password reset if needed. If one username shows missing properties while another shows them, log in with the personal account that includes all properties. If you cannot sign in, request a password reset link for that username and check your inbox and spam folder for the reset email.

How can I refresh my browser view when properties are not visible?

Refresh the browser cache by pressing Ctrl + Shift + R (simultaneous keys). After refreshing, verify whether the missing properties appear.

What should I do if a room attendant’s app shows rooms as incomplete or not updated?

Reconnect the device to Wi‑Fi and allow the app to sync. If the room attendant lost Wi‑Fi, the device will work offline and room updates will not appear on the hub until the device reconnects.

What steps should I ask a room attendant to take when they see an error on the mobile app?

1. Take a screenshot of the exact error message on their phone and send it to your support contact.
2. Delete the Optii mobile app from the device.
3. Reinstall the Optii mobile app to ensure the device is running the latest version.

Can support send password reset links?

Yes. Support can send a password reset link to the account email; instruct users to check their spam folder if they do not see it in their inbox.

Troubleshooting checklist for access and app issues

• Confirm which username/account you used to log in.
• If properties are missing, log in with the account that includes all properties.
• Request a password reset for the correct account and check spam folders.
• Clear browser cache with Ctrl + Shift + R and recheck the interface.
• For mobile issues: confirm device Wi‑Fi connectivity, capture a screenshot of any app error, then delete and reinstall the Optii app.

Conclusion Follow the account, browser refresh, and mobile troubleshooting steps above to resolve most common access and sync issues. If problems persist after these steps, gather the account used, screenshots of errors, and whether the device was offline to provide to support.