Troubleshooting & FAQ

Data Visibility Issues

Q: Why don't I see hotel data or hotel filters?

Hotel access requires a specific add-on on your account. If your DMO subscription should include hotel data, ask your administrator to confirm it's enabled. DMO Lite accounts cannot access hotel data regardless of configuration.

Q: Why can't I see OTA (Airbnb/Vrbo) reports?

If you're on a DMO Full account, OTA data requires an additional flag on your account. Lite accounts always have OTA access. Contact your administrator to verify your data access settings.

Q: Why is a report showing no data?

Check in this order:

1. Filters — Are they too restrictive? Try widening the date range or removing a filter.
2. Market selection — Is the correct market selected?
3. Data availability — Some markets may not have data for certain time periods.
4. Account access — The report may require a data source your account doesn't include.

Q: My data looks different from my colleague's.

Compare your filter settings — you likely have different date ranges, markets, or property filters applied. Also confirm you're viewing the same dashboard and not different versions of it.

Dashboard & Sharing Issues

Q: My colleague shared a dashboard but I can't find it.

Check the following:

• Confirm they toggled it to public — look for the green building icon on their end.
• Look in the "Shared" section of your Dashboard Catalog.
• Confirm you're in the same organization — sharing only works within the same tenant.
• Check if the dashboard was archived — archived dashboards don't appear in shared lists.

Q: Can I edit a shared dashboard someone else created?

No — only the owner can edit a dashboard. You can view it, favorite it, and schedule emails for it, but to make changes you'll need to build your own version.

Q: My favorites seem to have disappeared.

Favorites are cached briefly for performance. If you just favorited something, give it a moment to appear. If favorites are persistently missing, try refreshing the page. If a favorited dashboard was deleted by its owner, the reference becomes stale and won't load.

Q: Can I share my favorites with my team?

No — favorites are personal to each user. To share important dashboards with your team, use the public/shared dashboard feature instead.

Email Scheduling Issues

Q: The email doesn't include the actual dashboard data — is that a bug?

No, this is by design. The email contains a link to the live dashboard. When you click it, you see real-time data. This means you always get the latest numbers, you can interact with the data, and sensitive information stays secure behind login.

Q: My scheduled email showed outdated data when I clicked the link.

The data is live when you click. If it seems outdated, check whether your dashboard filters are pointing to old dates, whether the data for your market has been recently updated, or try a hard refresh in your browser.

Q: Can I schedule emails to people outside my organization?

Yes — you can manually enter any email address as a recipient. However, they'll need a Key Data account and login credentials to view the dashboard when they click the link.

Q: How do I stop a scheduled email?

Open the email scheduler on the dashboard, find the active schedule, and remove it. Recipients can also unsubscribe individually using the link in the email footer.

Account & Access Issues

Q: Can I access the Marketplace?

DMO accounts generally don't include Marketplace access. The Marketplace is designed for property managers. Your data access is managed at the account level — talk to your administrator or Partner Success Manager about what data sources are available to you.

Q: How do I get more markets added?

Contact your administrator. Market assignment is managed at the organization level and may require action from your account manager.

Q: Can someone be both a DMO and Property Manager user?

No — these are separate account types. A user belongs to one account type at a time.

Q: How many dashboards can I create?

There's no hard limit. Most users do well with 5–15 dashboards organized by purpose. If you find yourself creating dozens, consider consolidating related reports into fewer, more comprehensive dashboards.

Quick Action Reference

• See my most important data first — Star dashboards as favorites
• Compare two time periods — Use the date picker's comparison feature
• Share insights with my team — Toggle dashboard to public (green building icon)
• Get automated weekly reports — Schedule a dashboard email
• Export for a presentation — Use the Export button on a dashboard
• See where visitors come from — Use Guest Location filters (DMO exclusive)
• Analyze hotel performance — Ensure hotel access is enabled, then use the Hotel filter tab
• Ask a question about my data — Open Merlin AI from the dashboard header
• Add a team member — Admins: use Account Settings to invite users

Restrict a user's market access — Admins: set their market access to Limited in user settings