Symptoms you may see on a reservation
The Financials section totals $0 even though the guest paid
An orange triangle warning icon next to one or more financial lines
The reservation is not posting to the general ledger (no journal entry, doesn't appear on the owner statement)
Why this happens
Every reservation line synced from your PMS (rent, cleaning, city tax, security deposit, channel fee, etc.) must be mapped to an account in your chart of accounts before VRTrust can post it.
When a line is unmapped, VRTrust doesn't know which account to debit or credit. Without that instruction, no journal entry can be created — so:
The Financials section shows $0 (nothing has posted yet)
The orange triangle marks which line is missing the mapping
The reservation won't appear on owner statements or in the GL until every line is mapped
Mapping is a one-time setup per PMS line type. Once you map "Cleaning Fee" (for example), every future reservation with that line will post automatically.
Fix it from the reservation drawer
VRTrust lets you correct unmapped lines without leaving the reservation:
1. Open the reservation
Go to Reservations and open the one with the orange triangle
In the Financials section, find the line marked with the orange triangle
2. Click the unmapped line
VRTrust opens the Line Mapping page already filtered to that line type
3. Assign an account
Pick the correct account from the chart of accounts dropdown
If the line shouldn't post to the GL (e.g. a tracking-only PMS line), choose Excluded
Save
4. Verify
Return to the reservation
The orange triangle should clear, Financials should populate, and the reservation will post
Tip: The mapping you set here applies to every reservation with that PMS line type — past and future. You don't have to re-map per reservation.
Walkthrough video
Related
Mapping reservation line types from your PMS — the full Settings > Reservations workflow
Owner Statement errors: Unallocated or Unmapped Lines — same root cause, statement-level
Need help?
If you're not sure which account a PMS line should map to, reach out via the in-app chat with the reservation ID and we'll help.