---
title: FAQ | Autohost Help Center
description: FAQ's for you and your guests
---
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2. [FAQ](https://help.autohost.ai/knowledge/faq)
# FAQ
FAQ's for you and your guests
## Account, User & Payment FAQs
- [How many Stripe accounts can I connect to my Autohost account?](https://help.autohost.ai/knowledge/how-many-stripe-accounts-can-i-connect-to-my-autohost-account)
- [How can I access or see which Stripe account is connected to Autohost?](https://help.autohost.ai/knowledge/how-can-i-access-or-see-which-stripe-account-is-connected-to-autohost)
- [How can I create a second account for my teammate?](https://help.autohost.ai/knowledge/how-can-i-create-a-second-account-for-my-co-host-team-mate-and-change-my-password)
- [Why am I having trouble logging into my Autohost account?](https://help.autohost.ai/knowledge/why-am-i-having-trouble-logging-into-my-autohost-account)
- [How can I update my billing information?](https://help.autohost.ai/knowledge/how-can-i-update-my-billing-information)
- [How can we change the email address for receiving monthly invoices?](https://help.autohost.ai/knowledge/how-can-we-change-the-email-address-for-receiving-monthly-invoices)
- [How can we download the Billing Report to review the breakdown of charges, including the charge per reservation and its associated listing?](https://help.autohost.ai/knowledge/how-can-we-download-the-billing-report-to-review-the-breakdown-of-charges-including-the-charge-per-reservation-and-its-associated-listing)
- [How can we search for past reservations and view their Stripe payments and information in our Autohost account?](https://help.autohost.ai/knowledge/how-can-we-search-for-past-reservations-and-view-their-stripe-payments-and-information-in-our-autohost-account)
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## Reservation Management FAQs
- [What does the reservation status "Verified" mean?](https://help.autohost.ai/knowledge/what-does-verified-mean)
- [What are "fingerprinted" reservations?](https://help.autohost.ai/knowledge/what-are-fingerprinted-reservations)
- [Questions about ID Validity](https://help.autohost.ai/knowledge/what-is-considered-a-valid-id)
- [What do we do if a guest didn't complete the Guest Portal?](https://help.autohost.ai/knowledge/what-do-we-do-if-a-guest-didnt-complete-the-guest-portal)
- [What happens when a booking or transaction is cancelled?](https://help.autohost.ai/knowledge/what-happens-when-a-booking-or-transaction-is-cancelled)
- [Are guests on the Blocklist/Blacklist assigned a risk score?](https://help.autohost.ai/knowledge/are-guests-on-the-blocklist/blacklist-assigned-a-risk-score)
- [Why am I not receiving reminders for verifications?](https://help.autohost.ai/knowledge/why-am-i-not-receiving-reminders-for-verifications)
- [Why are guests receiving a "Guest Portal Screen Completed" log entry even when they haven't completed the entire process?](https://help.autohost.ai/knowledge/why-are-guests-receiving-a-guest-portal-screen-completed-log-entry-even-when-they-havent-completed-the-entire-process)
- [How can we handle situations when the guest fails to complete part of the check-in process, such as providing documents or when their card is declined?](https://help.autohost.ai/knowledge/how-can-we-handle-situations-when-the-guest-fails-to-complete-part-of-the-check-in-process-such-as-providing-documents-or-when-their-card-is-declined)
- [Why are guests having issues uploading information (ID and Selfie images) on Autohost?](https://help.autohost.ai/knowledge/is-it-possible-to-exclude-owners-from-receiving-a-booking-confirmation)
- [Why are guests required to go through the verification process again for repeat bookings, even if they were previously approved or manually verified?](https://help.autohost.ai/knowledge/why-are-guests-required-to-go-through-the-verification-process-again-for-repeat-bookings-even-if-they-were-previously-approved-or-manually-verified)
- [Why are guests still seeing old House Rules after updates have been submitted?](https://help.autohost.ai/knowledge/why-are-guests-still-seeing-old-house-rules-after-updates-have-been-submitted)
- [Why is the guest portal not accepting the guest's address?](https://help.autohost.ai/knowledge/why-is-the-guest-portal-not-accepting-the-guests-address)
- [Why is the guest unable to complete payment or add a card during the pre-authorization process?](https://help.autohost.ai/knowledge/why-is-the-guest-unable-to-complete-payment-or-add-a-card-during-the-pre-authorization-process)
- [Why is the verification link not working?](https://help.autohost.ai/knowledge/why-is-the-verification-link-not-working)
- [Why are emails not sending to guests?](https://help.autohost.ai/knowledge/why-are-emails-not-sending-to-guests)
- [Why are users experiencing delays in receiving verification codes?](https://help.autohost.ai/knowledge/why-are-guests-experiencing-delays-in-receiving-verification-codes-for-login)
- [Why are guests not receiving Stargate messages for manual/direct bookings?](https://help.autohost.ai/knowledge/why-are-guests-not-receiving-our-verification-emails-through-stargate)
- [Why are guests receiving check-in instructions before the guest portal is completed and approved?](https://help.autohost.ai/knowledge/why-are-guests-receiving-check-in-instructions-before-the-guest-portal-is-completed-and-approved)
- [Why are guests receiving messages or verification requests for additional guests on their reservation?](https://help.autohost.ai/knowledge/why-are-guests-receiving-messages-or-verification-requests-for-additional-guests-on-their-reservation)
- [Why is Autohost unable to send an SMS to a specific telephone number?](https://help.autohost.ai/knowledge/why-are-queued-messages-not-appearing-in-the-stargate-log-for-certain-reservations)
- [How can I create a manual reservation in Autohost?](https://help.autohost.ai/knowledge/how-can-i-create-a-manual-reservation-in-autohost)
- [How can I bulk approve reservations in Autohost?](https://help.autohost.ai/knowledge/how-can-i-mass-approve-reservations-in-autohost)
- [What do we do if the name of the primary guest changes and we want a new guest portal completed for the same reservation number?](https://help.autohost.ai/knowledge/how-can-we-change-the-phone-number-listed-when-the-verification-portal-is-completed)
- [Why are guests receiving confirmation messages for their reservations?](https://help.autohost.ai/knowledge/why-are-guests-receiving-confirmation-messages-for-their-reservations)
- [Why are we receiving multiple "Payment concern" notifications for credit card payments?](https://help.autohost.ai/knowledge/why-are-we-receiving-multiple-payment-concern-notifications-for-credit-card-payments)
- [Why are we seeing the "Pending" status after manual approval, and why can't this status be changed?](https://help.autohost.ai/knowledge/why-are-we-seeing-the-pending-status-after-manual-approval-and-why-cant-this-status-be-changed)
- [Why are red reservations not being reported to our team when they are automatically declined?](https://help.autohost.ai/knowledge/why-are-red-reservations-not-being-reported-to-our-team-when-they-are-automatically-declined)
- [Why are risk colors changing after guests complete the verification portal?](https://help.autohost.ai/knowledge/why-are-risk-colors-changing-after-guests-complete-the-verification-portal)
- [Why can't I access full credit card information for guests, and how does Autohost handle credit card data?](https://help.autohost.ai/knowledge/why-cant-i-access-full-credit-card-information-for-guests-and-how-does-autohost-handle-credit-card-data)
- [How do I manually review a reservation?](https://help.autohost.ai/knowledge/how-do-i-manually-review-a-reservation)
- [Where can we find the uploaded guest IDs in Autohost?](https://help.autohost.ai/knowledge/where-can-we-find-the-uploaded-guest-ids-in-autohost)
- [Why are guests experiencing issues with facial recognition, and how can they resubmit their ID?](https://help.autohost.ai/knowledge/why-are-guests-experiencing-issues-with-facial-recognition-and-how-can-they-resubmit-their-id)
- [Why is a blocklisted guest not being flagged in Autohost?](https://help.autohost.ai/knowledge/why-is-a-blocklisted-guest-not-being-flagged-in-autohost)
- [Why was the guest verified through Autohost despite name and photo mismatches between the booking and ID?](https://help.autohost.ai/knowledge/why-was-the-guest-verified-through-autohost-despite-name-and-photo-mismatches-between-the-booking-and-id)
- [How can guests update their credit card details for security deposit purposes?](https://help.autohost.ai/knowledge/how-can-guests-update-their-credit-card-details-for-security-deposit-purposes)
- [How do we handle situations when the guest security deposit fails?](https://help.autohost.ai/knowledge/how-can-we-validate-credit-cards-without-charging-the-guest-anything)
- [Why is the security deposit screen not loading for guests?](https://help.autohost.ai/knowledge/why-is-the-security-deposit-screen-not-loading-for-guests)
- [Is it possible to customize the security deposit amount for a specific guest?](https://help.autohost.ai/knowledge/is-it-possible-to-customize-the-security-deposit-amount-for-a-specific-guest)
- [Why are guests being charged multiple security deposit pre-authorizations, even after check-out?](https://help.autohost.ai/knowledge/why-are-guests-being-charged-multiple-security-deposit-pre-authorizations-even-after-check-out)
- [Why are guests seeing a different Short Term Rental Usage Agreement than what was uploaded in Autohost?](https://help.autohost.ai/knowledge/why-are-guests-seeing-a-different-short-term-rental-usage-agreement-than-what-was-uploaded-in-autohost)
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## Product FAQs
- [How can we update our logo in the Autohost system?](https://help.autohost.ai/knowledge/how-can-we-update-our-logo-in-the-autohost-system)
- [How can I download guest information in bulk, including email addresses and phone numbers for all guests?](https://help.autohost.ai/knowledge/how-can-i-download-guest-information-in-bulk-including-email-addresses-and-phone-numbers-for-all-guests)
- [How can I pull a report that has all active approved reservations?](https://help.autohost.ai/knowledge/how-can-i-pull-a-report-that-has-all-active-approved-reservations)
- [How can we add more email addresses to receive the daily digest report with information on all guests with reservations scheduled to check-in that day?](https://help.autohost.ai/knowledge/how-can-i-remove-guest-information-from-the-system-per-their-request)
- [How can we download the Guest Portal Report for a specific reservation?](https://help.autohost.ai/knowledge/how-can-we-download-the-guest-portal-report-for-a-specific-reservation)
- [How can we add custom questions for guests to answer during the check-in process?](https://help.autohost.ai/knowledge/how-can-we-add-custom-questions-for-guests-to-answer-during-the-check-in-process)
- [How can I delete listings on Autohost?](https://help.autohost.ai/knowledge/how-can-i-delete-listings-on-autohost)
- [How can we change the status of a listing to active in Autohost?](https://help.autohost.ai/knowledge/how-can-we-change-the-status-of-a-listing-to-active-in-autohost)
- [How can we update our terms and conditions in the guest journey on the Autohost platform?](https://help.autohost.ai/knowledge/how-can-we-update-our-terms-and-conditions-in-the-guest-journey-on-the-autohost-platform)
- [How can we update the house rules on a listing level?](https://help.autohost.ai/knowledge/how-can-we-update-the-house-rules-on-a-listing-level)
- [Why are variables not working in emails for a specific property?](https://help.autohost.ai/knowledge/why-are-variables-not-working-in-emails-for-a-specific-property)
- [Why are there discrepancies between imported listings and their names in Autohost?](https://help.autohost.ai/knowledge/why-are-there-discrepancies-between-imported-listings-and-their-names-in-autohost)
- [How can we set up SMS messaging for guest communication in Autohost?](https://help.autohost.ai/knowledge/how-can-we-set-up-sms-messaging-for-guest-communication-in-autohost)
- [Why are messages not queueing or sending for some reservations?](https://help.autohost.ai/knowledge/why-are-messages-not-queueing-or-sending-for-some-reservations)
- [Why is the lock code not showing in a message for a specific listing?](https://help.autohost.ai/knowledge/why-is-the-lock-code-not-showing-in-automessage-for-a-specific-listing)
- [How can I disable or modify Screening AI risk summary notifications for new reservations?](https://help.autohost.ai/knowledge/how-can-i-disable-or-modify-screening-ai-risk-summary-notifications-for-new-reservations)
- [How can we enable the liveness check to prevent guests from uploading an ID photo instead of a selfie?](https://help.autohost.ai/knowledge/how-can-we-enable-the-liveness-check-to-prevent-guests-from-uploading-an-id-photo-instead-of-a-selfie)
- [How does Autohost assign reservations to different risk levels, and what factors are considered in the risk score calculation?](https://help.autohost.ai/knowledge/how-does-autohost-assign-reservations-to-different-risk-levels-and-what-factors-are-considered-in-the-risk-score-calculation)
- [How does Autohost conduct background checks for guests, and is the process automatic?](https://help.autohost.ai/knowledge/how-does-autohost-conduct-background-checks-for-guests-and-is-the-process-automatic)
- [Is it possible to have a guest scan their ID and upload a selfie from a device? We'd like to set up a kiosk and include verifications.](https://help.autohost.ai/knowledge/is-it-possible-to-have-a-guest-scan-their-id-and-upload-a-selfie-from-a-device-wed-like-to-set-up-a-kiosk-and-include-verifications)
- [What is a realistic time frame for background checks to be completed, and why might they remain in a pending status?](https://help.autohost.ai/knowledge/what-is-a-realistic-time-frame-for-background-checks-to-be-completed)
- [What is the difference between a Selfie and a Liveness Check in the ID Verification process?](https://help.autohost.ai/knowledge/what-is-the-difference-between-a-selfie-and-a-liveness-check-in-the-id-verification-process)
- [Where can I go to view and/or include the backside of the ID image in the Download Report function?](https://help.autohost.ai/knowledge/what-types-of-identification-documents-are-accepted-for-guest-verification)
- [How can I remove security deposits and my Stripe account from Autohost?](https://help.autohost.ai/knowledge/how-can-i-remove-security-deposits-and-my-stripe-account-from-autohost)
- [How can we customize security deposit settings for different booking channels?](https://help.autohost.ai/knowledge/how-can-we-add-an-explanation-about-the-security-deposit-renewal-process-to-the-guest-portal)
- [How does Autohost validate payment information for guests?](https://help.autohost.ai/knowledge/how-does-autohost-validate-payment-information-for-guests)
- [Is it possible to transfer a security deposit from one reservation to another?](https://help.autohost.ai/knowledge/is-it-possible-to-transfer-a-security-deposit-from-one-reservation-to-another)
- [How can we add the apartment address and apartment number in the custom agreement?](https://help.autohost.ai/knowledge/how-can-we-add-the-apartment-address-and-apartment-number-in-the-custom-agreement)
- [Where is the Rental Agreement Edited?](https://help.autohost.ai/knowledge/where-is-the-rental-agreement-edited)
- [Can I bring my own Twilio account to send SMS messages?](https://help.autohost.ai/knowledge/sending-sms-messages-with-my-twilio-account)
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## PMS & OTA FAQs
- [How can we integrate Autohost with Jurny?](https://help.autohost.ai/knowledge/how-can-we-integrate-autohost-with-jurny)
- [How can we integrate Autohost with Superhog?](https://help.autohost.ai/knowledge/how-can-we-integrate-autohost-with-superhog)
- [Why are we having issues with Airbnb cancellations and fees when declined as high-risk by Autohost?](https://help.autohost.ai/knowledge/why-are-we-having-issues-with-airbnb-cancellations-and-fees-when-declined-as-high-risk-by-autohost)
- [Why are guests still receiving Autohost verification emails for Airbnb bookings, and how can we prevent this?](https://help.autohost.ai/knowledge/why-are-guests-still-receiving-autohost-verification-emails-for-airbnb-bookings-and-how-can-we-prevent-this)
- [How can we handle PMS switches and ensure seamless integration with Autohost?](https://help.autohost.ai/knowledge/how-can-we-handle-pms-switches-and-ensure-seamless-integration-with-autohost)
- [Is it possible to connect our account to multiple PMS?](https://help.autohost.ai/knowledge/is-it-possible-to-connect-our-account-to-multiple-pms)
- [Why are guest names not matching between Autohost and the property management system (PMS)?](https://help.autohost.ai/knowledge/why-are-guest-names-not-matching-between-autohost-and-the-property-management-system-pms)
- [Why are inactive listings still showing in Autohost after being deleted in the property management system (PMS)?](https://help.autohost.ai/knowledge/why-are-inactive-listings-still-showing-in-autohost-after-being-deleted-in-the-property-management-system-pms)
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## Guest FAQs
- [Why are you using Autohost?](https://help.autohost.ai/knowledge/why-are-you-using-autohost)
- [Can I verify that the company I am booking with is using Autohost’s services?](https://help.autohost.ai/knowledge/can-i-verify-that-the-company-i-am-booking-with-is-using-autohosts-services)
- [Why is my ID upload failing?](https://help.autohost.ai/knowledge/why-is-the-id-upload-failing)
- [What verifications are you running on guests?](https://help.autohost.ai/knowledge/what-verifications-are-you-running-on-guests)
- [My security deposit wasn't returned?](https://help.autohost.ai/knowledge/what-do-we-do-when-our-guest-says-the-security-deposit-wasnt-returned)
- [I already submitted my ID / other verification on \[booking source, ie. Airbnb, etc\] - why am I being asked to submit this information again?](https://help.autohost.ai/knowledge/i-already-submitted-my-id-/-other-verification-on-booking-source-ie.-airbnb-etc-why-am-i-being-asked-to-submit-this-information-again)
- [How long is data stored within Autohost?](https://help.autohost.ai/knowledge/how-long-is-data-stored-within-autohost)
- [Does Autohost share or sell personal data?](https://help.autohost.ai/knowledge/does-autohost-share-or-sell-personal-data)
- [Who has access to my information?](https://help.autohost.ai/knowledge/who-has-access-to-my-information)
- [Where are Autohost’s servers located?](https://help.autohost.ai/knowledge/where-are-autohosts-servers-located)
- [How can I request my data be deleted?](https://help.autohost.ai/knowledge/how-can-i-request-my-data-be-deleted)
- [Why are guests receiving negative reviews about the "3rd party" verification system, and how can we better explain the use of Autohost to our guests?](https://help.autohost.ai/knowledge/why-are-guests-receiving-negative-reviews-about-the-3rd-party-verification-system-and-how-can-we-better-explain-the-use-of-autohost-to-our-guests)
- [How are you using and storing my (the guests') data?](https://help.autohost.ai/knowledge/why-is-the-guest-portal-showing-that-the-reservation-cannot-be-found)
See less ▼
- [Getting Started](https://help.autohost.ai/knowledge/getting-started#main-content)
- [Apaleo](https://help.autohost.ai/knowledge/getting-started#apaleo)
- [Cloudbeds](https://help.autohost.ai/knowledge/getting-started#cloudbeds)
- [Escapia](https://help.autohost.ai/knowledge/getting-started#escapia)
- [Guesty](https://help.autohost.ai/knowledge/getting-started#guesty)
- [Hospitable](https://help.autohost.ai/knowledge/getting-started#hospitable)
- [Hostaway](https://help.autohost.ai/knowledge/getting-started#hostaway)
- [Hostfully](https://help.autohost.ai/knowledge/getting-started#hostfully)
- [Mews](https://help.autohost.ai/knowledge/getting-started#mews)
- [Streamline](https://help.autohost.ai/knowledge/getting-started#streamline)
- [Track](https://help.autohost.ai/knowledge/getting-started#track)
- [Account Settings](https://help.autohost.ai/knowledge/account-settings#main-content)
- [User Accounts](https://help.autohost.ai/knowledge/account-settings#user-accounts)
- [Settings](https://help.autohost.ai/knowledge/account-settings#settings)
- [Billing](https://help.autohost.ai/knowledge/account-settings#billing)
- [Integrations](https://help.autohost.ai/knowledge/account-settings#integrations)
- [Data & Reports](https://help.autohost.ai/knowledge/account-settings#data-reports)
- [Verifications and Risk](https://help.autohost.ai/knowledge/verifications-and-risk#main-content)
- [Screening AI](https://help.autohost.ai/knowledge/verifications-and-risk#screening-ai)
- [Screening Assistant Settings](https://help.autohost.ai/knowledge/verifications-and-risk#screening-assistant-settings)
- [Types of Verifications and Checks](https://help.autohost.ai/knowledge/verifications-and-risk#types-of-verifications-and-checks)
- [Listings](https://help.autohost.ai/knowledge/listings)
- [Message Setup](https://help.autohost.ai/knowledge/message-setup)
- [Guest Portal Setup](https://help.autohost.ai/knowledge/guest-portal-setup#main-content)
- [Guest Portal Settings](https://help.autohost.ai/knowledge/guest-portal-setup#guest-portal-settings)
- [Guest Portal Screen Configuration](https://help.autohost.ai/knowledge/guest-portal-setup#guest-portal-screen-configuration)
- [Managing Reservations](https://help.autohost.ai/knowledge/managing-reservations)
- [Autohost Product & Policies](https://help.autohost.ai/knowledge/autohost-product-policies#main-content)
- [Privacy & Risk](https://help.autohost.ai/knowledge/autohost-product-policies#privacy-risk)
- [Booking Channels (OTA)](https://help.autohost.ai/knowledge/autohost-product-policies#booking-channels-ota)
- [Product Release Notes](https://help.autohost.ai/knowledge/autohost-product-policies#product-release-notes)
- [FAQ](https://help.autohost.ai/knowledge/faq#main-content)
- [Account, User & Payment FAQs](https://help.autohost.ai/knowledge/faq#account-user-payment-faqs)
- [Reservation Management FAQs](https://help.autohost.ai/knowledge/faq#reservation-management-faqs)
- [Product FAQs](https://help.autohost.ai/knowledge/faq#product-faqs)
- [PMS & OTA FAQs](https://help.autohost.ai/knowledge/faq#pms-ota-faqs)
- [Guest FAQs](https://help.autohost.ai/knowledge/faq#guest-faqs)
- [Autohost SDK](https://help.autohost.ai/knowledge/autohost-sdk)
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