Diagnosing errors and reaching out to Propexo

When you encounter an error while using the Propexo platform, we ask that you complete some initial troubleshooting before reaching out to our support team. Many errors originate on the customer side rather than within Propexo's systems, and a quick diagnostic check can often resolve the issue - or help us assist you much faster when you do reach out.

To support this process, we limit the number of members allowed in our shared Slack support channels. This ensures that the right people on your team are empowered to complete triage before escalating, keeping communication focused and efficient for everyone.

When to Troubleshoot First

The following issues commonly originate outside of Propexo and are worth investigating on your end before contacting us:

• Network connectivity issues, such as temporary blips or timeouts

• Firewall or proxy restrictions in your environment

• Local configuration issues within your own systems

When to Contact Propexo

Reach out to Propexo Support when:

• You receive an error response directly from a Propexo endpoint (for example, a 5xx server error or a failed connection between Propexo and your PMS integration)

• You cannot reach Propexo's endpoints and, after reviewing the error details, the rejection appears to be server-side

• The issue persists after completing basic troubleshooting on your end

What to Include When You Contact Us

To help us resolve your issue as quickly as possible, please include as much of the following as you can when reaching out:

• The endpoint you were calling

• The timestamp of the error

• The full error response, including the status code and message

• Any relevant integration or job ID