When something breaks
A declined card. A locked login. A unit that cannot go out.
Written from Help and the product pages. Training videos are not up yet.
The questions
The card was declined. Now what?
Ask the guest to try a different card or call their bank. If checkout looks stuck, wait 30 seconds and refresh. Refund timing, when you issue one, still follows the bank — often 5–10 business days.
Read payment troubleshooting.
A staff member cannot get in. What do I try first?
For a forgotten password, use Forgot Password on the login page. For a locked account, wait 15 minutes or use the unlock link in email. If verification fails, refresh and complete it again.
Read login troubleshooting, then remove access if they left.
The boat broke and the guest is waiting. What now?
Help's booking troubleshooting starts with timeslot settings, date validity, and unit quantities for availability issues. A keep-the-price swap is the filmed owner path when a replacement exists. An unavailable replacement is a different, still-unfilmed recovery.
Read booking troubleshooting, then the unavailable replacement question.
How do I reach a person at RecSystems?
Email wecare@recsystems.com. Typical response is 1–2 hours, Monday–Friday, 9:00am–5:00pm Central.
Email support, or open the contact page.
I cannot find the booking. Where do I look?
Search with the confirmation number, guest name, email, or phone. Check the date range. Check the status filter — it may be pending, expired, or under another status.
Read common issues, then booking status.
It says nothing is available. What do I check?
Check the date and time the guest asked for, and whether the timeslot is actually valid. Wrong timezone, a blocked day, cleanup minutes, or a unit in maintenance will look like an empty calendar.
Read common issues, then rental schedules.
Why is Swap Unit grey?
Most often the rental window already ended — only an admin can swap then. Also check that a replacement is actually free for that window, and that your role is allowed to swap.
Read booking troubleshooting, then swap after the window.
They say they were charged, but I do not see a booking.
Check Stripe for the payment. If it succeeded, the booking should catch up in 1–2 minutes. If it is still pending after that, email support with the payment ID.
Read payment troubleshooting, then support.
Troubleshooting
Written from Help and the product pages. Training videos are not up yet.