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?
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?
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?
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)?
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?