VYROX xSERVA Campus Operations

xSERVA Troubleshooting and FAQ

Q: Can I Recover Something I Deleted?

Many lists keep deleted records under a Deleted filter for reference. Deleting does not always reverse its effects, so check with your operator before relying on a deleted record.

Updated 23 September 2026 · 1311 words · 7 min read

The xSERVA Troubleshooting and FAQ page collects the most common problems reported across HomeServa, PropServa, SmartServa and SportServa, with the likely cause and the fix for each. It is used by administrators, accounts staff, front-desk and security staff, and by residents, tenants and members who need a quick answer before they contact their management office.

Before You Start

Most problems fall into one of three groups:

Visibility: a menu, tile or button is missing because the feature is not switched on for your property, or your role does not allow it.
Workflow status: an item is waiting for a step you have not taken yet, such as approval or payment verification.
Devices: a door, lift, locker or laundry machine is offline or has not received the latest update from the portal.

Check which property is selected at the top of the portal before you troubleshoot. Everything you see and create is scoped to the currently selected project.

Quick Fix Table

Symptom	Likely Cause	What to Do
A tile or menu in a guide is missing	Feature not enabled for the property, or not allowed for your role	Ask your administrator to check your employee permissions, or your operator to enable the feature
Admin Console is not under your name	Only the main administrator account has it	Ask the main administrator to make the change
A payment stays in Pending Verification	Its payment method requires staff verification	Press Verify under General Ledger > Customer Payments
A payment is missing from the Cash Book	Still waiting for verification	Verify it, then refresh the Cash Book
Cancel is not offered on an invoice	More than 72 hours have passed, or it has a verified payment	Void it or reverse it with a credit or refund note
A resident opens the door but not their floor	Access type does not include the lift level	Edit the access type and tick the level
A device shows Unsuccessful Synchronization	Device was offline during an update	Bring it online and press Sync Now
A visitor's QR key does not work	Pass expired, usage limit reached, or wrong entrance	Check the visit and use Extend if appropriate
A marketplace listing does not show in the app	Waiting for approval	Press Approve in Pending Approval
A proposal cannot become an agreement	Opening payment not yet verified	Record and verify the payment, then press In Force

Check that you are using the portal address your operator gave you for this property.
Retype the characters from the security image into the Code box. The code changes each time the page reloads.
Press Forgot Password if you are unsure of your password. See Login and Change Password.
If the account is still refused, ask your administrator whether your employee account has been suspended. An administrator restores access with Unsuspend in Admin Console > Employees. See Roles, Staff and Approvals.

A resident whose status shows Pending First-Time Login has an account but has not signed in yet. Confirm the contact details in the customer record, then ask the resident to use Forgot Password. See Property Setup and The Resident App.

Missing Menus, Tiles and Buttons

Each tile on the home screen appears only when the feature is enabled for the selected property and your employee account has the matching permission. Settings screens also need the settings permission.

Confirm the correct project is selected at the top of the portal.
Ask your administrator to open your employee record and tick the permissions you need.
If the feature is not enabled for the property at all, ask your operator.

Billing and Payments

A Payment Stays in Pending Verification

Payment methods ticked in Customer Payment Verifications need a staff member to press Verify before the payment counts. Residents who pay by bank transfer see Pending Payment in the app until the office checks their Payment Slip. See Deposits, Advances and Payments.

The Statement Does Not Match the Cash Book

The statement of account shows everything billed and paid for one customer. The Cash Book shows only money actually received or paid out, so unpaid invoices appear on the statement but not in the Cash Book. See Statements, Ledger and Reports.

I Need to Correct an Issued Invoice

Changing a rate does not change invoices already issued. Use the route that fits the invoice:

Situation	What to Use
Within 72 hours of creation, no verified payment	Cancel the invoice
After 72 hours	Void it; xSERVA offsets it with a credit note
Customer owes less than invoiced	Issue a credit note against the invoice
Customer already paid and is owed money back	A refund note, then pay out the refund

See Invoices and Consolidated Invoices and Credit Notes and Refunds.

An Overpayment Appeared as an Advance

That is expected. The extra amount becomes a customer advance that can be used against later invoices or refunded on request. The Refund button appears only after you open a single customer account that has an advance balance.

e-Invoices Are Not Submitted to LHDN

Check that the company record has the correct Tax Identification No. (TIN) and LHDN e-Invoice API Credentials. See Create Company and e-Invoice Setup and E-Invoicing (LHDN MyInvois).

SST Is Missing on Invoice Lines

Create the tax code under Settings > Consumption Tax Types, then choose it as the Tax Type on each line. See Billing Cycle and Rates and E-Invoicing (LHDN MyInvois).

Access Control and Devices

A Door, Lift or Locker Does Not Respond

Check that the device is powered and online.
Open the device under Settings > AIoT Devices and look for Unsuccessful Synchronization.
Press Sync Now once the device is back online.
For lift problems, check that the person's access type includes the floor, and that the floor is set on the property page.

See Face Recognition and Lift Access, Card Access Control and Face Access Control.

A Ticket Holder Cannot Open the Door

The ticket type needs face recognition enabled, a face must be added with Add Face, and the ticket must still be within its validity. See Service Permits, Concierge and Tickets.

A Laundry Machine Does Not Start After Payment

Check that the machine has the correct Lock linked in Settings > Self-Service Laundry, and that the machine and lock are powered and online. See Committee and Community Tools.

A Delivery Rider Sees No Free Doors

All compartments hold uncollected parcels, or the locker is offline. Look for old Pending parcels on the Delivery Lockers page and remind those residents to collect. See Parcels, Delivery Lockers and Lost and Found.

An EV Parking Lock Cannot Be Linked to a Lot

Only lots whose parking lot type has EV Charging ticked appear in Select Parking Lot. See Parking and EV Charging.

Visitors

QR key stops working: the pass expired, reached its QR Key Usage Limit, or is being used at the wrong entrance. Use Extend on the visit if appropriate, or check the key's status on the QR-Keys page.
Guest reaches the lobby but not the floor: tick Including the floor(s) where the visiting property is situated in the visitor type's lift access.
Unwanted repeat visitor: use Add to Denylist on the visit.

See Visitor Flows and Security Guard Guide.

Facility and Class Bookings

Booking cancelled on its own: auto-cancel is on and the customer did not pay in time. It shows as cancelled due to non-payment and the slot is released.
Wrong price charged: two overriding rates overlap and the lower rate was applied. Adjust the rate periods so they do not overlap.
Facility missing from the app: Hide this facility for booking from the User App is ticked. Staff can still book it in the portal.
Class shows no availability: bookings have reached the class Capacity.

See Facility Booking Rules and SportServa Memberships and Classes.

Approvals Waiting

Many items wait in Pending Approval until someone acts on them: visitors, user accounts, access cards, services and information changes, as well as sub-user applications, contractor service permits, marketplace listings and lease proposals. If a resident says nothing has happened, check the relevant Pending Approval list first. See Roles, Staff and Approvals and PropServa Tenancies and Rentals.

Frequently Asked Questions

Why Is a Feature in These Guides Missing From My Portal?

Your operator decides which features are switched on for each property, and your administrator decides which ones your role can use. Ask them to check both.

Can I Recover Something I Deleted?

Many lists keep deleted records under a Deleted filter for reference. Deleting does not always reverse its effects, so check with your operator before relying on a deleted record.

Why Does My Resident See Different Icons From Their Neighbour?

Some features are only for owners or the main account holder, and some are switched on per property. The resident should ask the management office.

Who Do I Contact When Nothing Here Helps?

Residents, tenants and members contact their management office. Management staff contact their administrator first, and the administrator contacts the operator or VYROX support.