VYROX xSERVA Campus Operations · HomeServa, PropServa, SmartServa and SportServa: Campus Operations Manual
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.
Most problems fall into one of three groups:
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.
| 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 |
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.
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.
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 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.
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.
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.
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).
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).
See Face Recognition and Lift Access, Card Access Control and Face Access Control.
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.
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.
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.
Only lots whose parking lot type has EV Charging ticked appear in Select Parking Lot. See Parking and EV Charging.
See Visitor Flows and Security Guard Guide.
See Facility Booking Rules and SportServa Memberships and Classes.
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.
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.
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.
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.
Residents, tenants and members contact their management office. Management staff contact their administrator first, and the administrator contacts the operator or VYROX support.