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Account, User & Payment FAQs
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Autohost Help Center
FAQ
Getting Started
Apaleo
Cloudbeds
Escapia
Guesty
Hospitable
Hostaway
Hostfully
Mews
Streamline
Track
Account Settings
User Accounts
Settings
Billing
Integrations
Data & Reports
Verifications and Risk
Screening Assistant Settings
Types of Verifications and Checks
Listings
Message Setup
Guest Portal Setup
Guest Portal Settings
Guest Portal Screen Configuration
Managing Reservations
Autohost Product & Policies
Privacy & Risk
Booking Channels (OTA)
Product Release Notes
FAQ
Account, User & Payment FAQs
Reservation Management FAQs
Product FAQs
PMS & OTA FAQs
Guest FAQs
Autohost SDK
FAQ
FAQ's for you and your guests
Account, User & Payment FAQs
How many Stripe accounts can I connect to my Autohost account?
How can I access or see which Stripe account is connected to Autohost?
How can I create a second account for my teammate?
Why am I having trouble logging into my Autohost account?
How can I update my billing information?
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?
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?
What are "fingerprinted" reservations?
Questions about ID Validity
What do we do if a guest didn't complete the Guest Portal?
What happens when a booking or transaction is cancelled?
Are guests on the Blocklist/Blacklist assigned a risk score?
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?
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?
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?
Why is the guest portal not accepting the guest's address?
Why is the guest unable to complete payment or add a card during the pre-authorization process?
Why is the verification link not working?
Why are emails not sending to guests?
Why are users experiencing delays in receiving verification codes?
Why are guests not receiving Stargate messages for manual/direct bookings?
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?
Why is Autohost unable to send an SMS to a specific telephone number?
How can I create a manual reservation in Autohost?
How can I bulk 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?
Why are guests receiving confirmation messages for their reservations?
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?
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?
Why can't I access full credit card information for guests, and how does Autohost handle credit card data?
How do I manually review a reservation?
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?
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?
How can guests update their credit card details for security deposit purposes?
How do we handle situations when the guest security deposit fails?
Why is the security deposit screen not loading for guests?
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?
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?
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?
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?
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?
How can I delete listings on Autohost?
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?
How can we update the house rules on a listing level?
Why are variables not working in emails for a specific property?
Why are there discrepancies between imported listings and their names in Autohost?
How can we set up SMS messaging for guest communication in Autohost?
Why are messages not queueing or sending for some reservations?
Why is the lock code not showing in a message for a specific listing?
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?
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?
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.
What is a realistic time frame for background checks to be completed, and why might they remain in a pending status?
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?
How can I remove security deposits and my Stripe account from Autohost?
How can we customize security deposit settings for different booking channels?
How does Autohost validate payment information for guests?
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?
Where is the Rental Agreement Edited?
Can I bring my own Twilio account to send SMS messages?
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PMS & OTA FAQs
How can we integrate Autohost with Jurny?
How can we integrate Autohost with Superhog?
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?
How can we handle PMS switches and ensure seamless integration with Autohost?
Is it possible to connect our account to multiple PMS?
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)?
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Guest FAQs
Why are you using Autohost?
Can I verify that the company I am booking with is using Autohost’s services?
Why is my ID upload failing?
What verifications are you running on guests?
My security deposit wasn't returned?
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?
Does Autohost share or sell personal data?
Who has access to my information?
Where are Autohost’s servers located?
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?
How are you using and storing my (the guests') data?
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