Create an account and sign in

Two ways to arrive at the page

Everyone creates their account on the same page. What differs is how you got there.

• From the Cloudbeds Marketplace. You clicked Connect App in Cloudbeds, and Cloudbeds handed you to MAYA. The page opens ready to create an account, with the line "Your Cloudbeds property is connected. Create your account to finish setting it up." Your property is already connected and is waiting for an owner. The hand-over link lasts 24 hours.
• Directly. You clicked Continue to payment under the price calculator on get-maya.com, or you opened maya-rms.com/login yourself. The calculator's button opens the create form straight away, headed "Create your MAYA account", so there is nothing more to click. If you opened maya-rms.com/login yourself, you see the sign-in form: click Create your account under it. Nothing you chose in the calculator is carried over. On the payment screen you type the room count again and pick Monthly or Yearly again (it starts on Monthly).

The page has one card with three modes: sign in, create an account, and reset a password. It starts on sign in when you open it yourself. The links New to MAYA? Create your account and Already have an account? Sign in switch between the first two. Switching clears the password boxes and the Terms tick. Forgot password? under the sign-in form opens the third, described in Forgot your password.

Creating an account

1. 1

   Type your email

   Use a work address you can read, because this is the address we write to. The person who creates the account and pays becomes the property's Hotel Admin, with full control, including inviting the rest of the team.

2. 2

   Choose a password

   The Choose a password box needs at least 8 characters. That is the only rule MAYA sets. Type it again in Confirm password. If the two differ, the page says "Passwords don't match."

3. 3

   Tick the Terms box

   The box reads I agree to the Terms of Service and acknowledge the Privacy Policy. Both links open in a new tab so you do not lose what you typed. Create Account stays greyed out until the box is ticked. The Terms checkbox explains what is recorded.

4. 4

   Click Create Account

   The button reads "Working..." while your account is made. Then the card reads "Check your email" (next section). If the address already has a MAYA login, the page says "That email already has an account. Sign in instead." and switches back to the sign-in form.

Confirming your email

After Create Account, the card is headed "Check your email" and says a confirmation link is on its way to your address, then "Open it to finish signing up." For a Marketplace arrival it adds "Your Cloudbeds property is saved and will be waiting."

Open the email and click its link. It opens MAYA, signs you in and takes you on, to the payment screen for a new account. You do not type your password again. Your Terms tick is saved with the account as it is created, so it is kept however long you take to confirm.

If you open the link in a different browser, or on another device, it still confirms your address but cannot sign you in there. The sign-in page opens with "Your email is confirmed. Sign in to continue." Sign in with your email and password.

The email comes from the sign-in service MAYA uses. Back to sign in returns you to the form.

If the email has not arrived

Check your spam folder first. Then click Send the link again on the "Check your email" card. It is greyed out for a minute after each email, because the sign-in service sends each address at most one email a minute. "Sent. Check your inbox." means a new link is on its way. Only the newest link works.

If you have left that card, sign in with your email and password instead. The page says "Confirm your email first. The link is in your inbox." with the same Send the link again button.

Two other messages can appear under the button:

• "Too many emails for now. Wait a minute, then try again." Wait until the button is no longer greyed out, then click it again.
• "Could not send the link. Try again in a moment." The email did not go. Click the button again.

If nothing arrives after that, email us with the address you used. Account and billing problems has the other things to try.

If the link has expired or was already used

The sign-in page opens with "That link has expired or was already used. Try signing in." Each link works once, and only for a while. If you opened it before, your address is already confirmed, so sign in. If the page then says "Confirm your email first. The link is in your inbox.", click Send the link again and open the new link.

Coming from the Cloudbeds Marketplace

Your property waits in the browser where you created the account, for 24 hours from when you clicked Connect App. Open the confirmation link in that browser (a new tab is fine) and the property attaches as you are signed in: you land on the payment screen for it.

If you opened the link on another device, the property does not attach there. Signing in there shows the ordinary payment screen, which asks which system you use and for a code. Instead, sign in on the browser where you created the account, within the 24 hours, and the property attaches. After 24 hours the link has run out, and the page says it has expired or is not valid. Then get a new link from Cloudbeds.

Signing in

The sign-in form is headed "Sign in to MAYA" with the line "Welcome back." Type your email and password and click Sign In. The button reads "Working..." while it checks. Forgot password? sits just under the button.

A wrong email or password shows "Invalid login credentials". The message does not say which of the two was wrong. Check both, and check for a trailing space in the email. If the password is lost, reset it.

If you have not confirmed your email yet, the page says "Confirm your email first. The link is in your inbox." Your account is made and only waits for that link. Open it and you are signed in. To get a new one, click Send the link again under the message. If the email has not arrived has the rest.

Where signing in takes you

• Your dashboard, when you belong to at least one property that is paid for and connected. If you belong to several, you land on the one you last picked in that browser, unless you signed out since. After signing out you land on the first in alphabetical order. Several properties on one account covers the switch.
• The payment screen, when none of your properties is live yet (paid for and connected), including a property that came over from the Cloudbeds Marketplace and has not been paid for.
• The connect screen, when you have paid for a property and have not yet connected your property system.
• A screen headed "Before you continue", when a new version of the Terms is in force and you have not accepted it yet. Tick the box, click Continue, and you are back where you were going.

If your properties can't be read just as you sign in, the page says "Couldn't load this page." with Try again rather than send you to the payment screen. Press Try again.

If one property is already live and another from the same Cloudbeds Marketplace group is still waiting to be paid for (you closed the tab part way, say), signing in opens the dashboard, and nothing there says the other property is waiting. To pay for it, go to maya-rms.com/onboarding, which opens the payment screen for it, or email us.

Attaching a Cloudbeds property to an account you already have

If you already use MAYA (for another property, say) and you have clicked Connect App in Cloudbeds, do not create a second account. On the hand-over page, click Already have an account? Sign in. The card reads "Your Cloudbeds property is connected. Sign in to finish setting it up." Sign in as usual. The property attaches to whichever account signs in, and that account becomes the property's Hotel Admin.

Four messages can appear here:

• "That connection link has expired. Reconnect the app from the Cloudbeds Marketplace." The 24 hours have passed. Get a new link from Cloudbeds. Nothing is lost.
• "That connection link is not valid." The link was replaced when Connect App was clicked again, or it was cleared away after it expired. If a newer click opened a page of its own, sign in on that page. Otherwise, get a new link from Cloudbeds.
• "That connection has already been claimed." A different MAYA account already owns this property. Ask that person to invite you from their Team page.
• "Could not finish connecting your property.", or another message that starts "Could not" and ends in technical words. The hand-over did not complete. Sign in again in the same browser to try once more. If the message comes back, email us with its exact words.

If you reconnected the app from the Marketplace for a property that already has an owner, the sign-in page reads "Your Cloudbeds connection is active again. Sign in to pick up where you left off."

A property someone connected from inside MAYA is never added a second time by Connect App. Signed in to MAYA in the same browser as its General Manager or Hotel Admin, the click reconnects it and you land on its PMS tab with "Reconnected." Anyone else sees "This property is already in MAYA, so nothing new was added." and nothing changes. Read Reconnecting and disconnecting.

A new link from Cloudbeds

You need a new hand-over link when yours has expired or is not valid. Each click on Connect App in the Cloudbeds Marketplace makes a new one.

Once you have connected, though, Cloudbeds shows MAYA's button as Login instead of Connect App, and Login does not make a new link. To get Connect App back:

1. 1

   Disconnect MAYA in Cloudbeds

   In Cloudbeds, go to Marketplace, then My Apps, find MAYA and disconnect it. MAYA's button in the Marketplace reads Connect App again.

2. 2

   Click Connect App

   Approve what Cloudbeds asks, as you did the first time. Cloudbeds hands you to MAYA with a new link.

3. 3

   Sign in, or create your account

   If you have already made your MAYA account, click Already have an account? Sign in and sign in. If not, create it on that page. The property attaches to the account that signs in.

Disconnecting loses nothing here. Nobody has claimed the property yet, so it has no rules or history in MAYA.

A colleague signed up first

If someone at your property created the account before you, they are its Hotel Admin. Ask them to invite you from the Team page with the role you need. You are on the property from the moment they send it, and you get an email with a link to set your password. You do not need to create an account of your own. Roles: who can do what explains the four roles.

Staying signed in, and signing out

There is no Remember me box. Once you sign in, that browser stays signed in until you sign out or the session runs out. How long a session lasts is a setting on our side, not something you choose.

To sign out, click Sign Out at the top right of the dashboard (on a phone, under the MAYA logo). You return to the sign-in page, and MAYA clears the choice of property you had open. The "Before you continue" screen also has a small Sign out link, for when you would rather not accept the new Terms right then.

Forgot your password

Click Forgot password? under the Sign In button. The card is headed "Reset your password" and keeps any email you had typed. Type the email you sign in with and click Send reset link. The button reads "Sending..." for a moment, then the card reads "Check your email": if that address has a MAYA account, a link to set a new password is on its way. It says exactly the same, after the same pause, whether or not the address has an account, so nobody can use it to find out who uses MAYA. Back to sign in returns you to the form, and Remembered it? Sign in does the same from the reset form.

The email comes from the sign-in service MAYA uses. Open its link in the same browser. It opens a page headed "Set a new password": type a new password of at least 8 characters twice, click Save new password, and MAYA opens, signed in. The link works once. Reset your password has the messages that page can show and what to do if the email does not come.

Changing your email or password

To change your password, use Forgot password? as above, even if you still know the old one. There is no password setting inside the app. Your sign-in email cannot be changed from inside the app yet: email us from your current address and say what you would like changed.

Two-factor authentication, Google sign-in and single sign-on

None of these exist yet. Sign-in is an email and a password. If your organisation needs single sign-on, email us so we can count the requests.

Repeated wrong passwords. MAYA has no lockout of its own after failed sign-ins. The sign-in service MAYA uses limits repeated attempts. Past its limit, the page shows that service's own message. Wait before trying again. If the password is lost, read Forgot your password.

Limiting sign-in to your office. Not possible. Anyone with a valid email and password can sign in from any network, and there is no list of allowed IP addresses. Control access through who is on each property's team. Read Roles: who can do what.

Browsers, phones and tablets

MAYA is a website. There is nothing to install on your computer or your phone, and the connection to your property system is a sign-in on their site, not software on yours. There is no published list of supported browsers. Your browser does need to allow cookies for maya-rms.com, because that is how it keeps you signed in. If a screen misbehaves in yours, email us with the browser's name and version and what you saw.

On a phone or tablet

You can use MAYA in the browser on a phone or tablet. You sign in the same way, and every screen is there. The screens are laid out with a computer in mind, though, so a phone feels cramped in places:

• The top of the dashboard. Help, Settings, Billing, Team and Sign Out stack in a column under the MAYA logo instead of sitting top right. The tabs wrap onto more than one line, and the Property selector sits under them.
• The calendar. It keeps all seven days of the week side by side, so each day square is narrow. Each shows its big number and colour bar only, shortened where it needs to be ("12/20", "$11k"), and the colour key is one line above the days that reads just "Strong", "Typical" and "Weak". Tap a day and its detail opens under the calendar, where there is more room.
• Tables. The rules table on the Rules tab, and the two tables on the Rate Simulator tab, keep their full width and scroll sideways. Swipe the table to the left to see the other columns. Turning a tablet sideways often gives them room.
• The rule builder. Its fields stack into one column.
• Hints. Tap a ? to open its hint. Details that show only when you rest a mouse on something do not show on a touch screen, such as your system's own words on a change log line about a price it did not accept, or when a manual price was set. For those, use a computer.

You can also add MAYA to your phone's home screen from the browser's share or menu button. It sits there with the MAYA icon, one tap away. It is still the same website, with nothing installed.

Screen readers and the keyboard

There is no published accessibility statement, and MAYA does not claim to meet an accessibility standard such as WCAG today. Most controls are ordinary buttons, boxes and dropdowns, which work with the keyboard. To make MAYA's text bigger, choose Large or Larger under Text size in Settings: it follows you to every device you sign in on. The details that show only when you rest a mouse on something (listed above) cannot be opened from the keyboard. If something gets in your way with a screen reader, magnification or the keyboard alone, email us with what you use and what happened.

Web addresses for your office network

You only need this if your office network lets staff reach approved websites and nothing else. Whoever looks after the network should allow these addresses:

Stripe's pages also load parts of themselves from other Stripe addresses. Stripe lists every one on its own page called "Domains and IP addresses". Mews needs nothing on this list, because we connect Mews for you.

There is one more address to allow. Creating an account, signing in, resetting a password and setting a password from an invitation all go through it, and so do the calendar's live updates. If it is blocked, nobody can sign in. Email us for it and we send it to whoever looks after your network.

If your network allows that address but cuts connections that stay open, the calendar still works. It refreshes itself every 5 minutes while the Calendar tab is open and showing, and each time you come back to it from another window or app.

Nothing needs opening for traffic coming into your network. Privacy, security and your data covers the questions a security review asks.