Troubleshooting

1. Open the reservation. Check the delivery timeline: Sent, Delivered, Opened, or terminal Bounced/Complained. The first step that's missing tells you where it stopped.
2. Check that the email address is right. If the host-provided address is an Airbnb relay (*.relay.airbnb.com), relay forwarding sometimes fails silently. Clicking Copy signing link and pasting into the Airbnb DM thread bypasses the relay entirely.
3. Click Resend on the reservation. Same link, no new token. Every resend lands as a new timeline entry so you can see whether the second attempt delivered.
4. Ask the guest to check spam and look for a sender that includes the property name.

See Email delivery timeline + suppressions for the full timeline reference, the red bounce dot on the list view, and what to do when an address ends up on the suppression list.

Signing links live until checkout + 7 days. If the link is genuinely expired, click Resend. The system mints a fresh token automatically when the old one is gone.

If the link is showing "already signed," that’s actually the post-sign view. The guest can still use it to see the door code, WiFi, and rules. Tell them to scroll down.

Edit the reservation’s guest email field and click Resend. The old token still works for the original recipient (single-use, but visible until checkout); the new send mints a fresh token for the correct email.

PreArrive doesn’t charge guests directly. The fee gets charged when you submit a Resolution Center or AirCover request and Airbnb/VRBO approves it. The certificate is the evidence you attach.

If the request was denied: most often the listing didn’t disclose the specific fee, the wording was too vague, or the violation wasn’t documented. See AirCover claims.

Open the property’s Calendar sync page and look at the last-error field.

• HTTP 4xx usually means the iCal URL is wrong or expired. Re-copy it from the platform.
• HTTP 5xx means the platform’s feed is temporarily down. Retry in an hour.
• No new bookings after a sync isn’t an error; the platform may simply not have anything new for that period.

Click Sync now to retry on demand.

Stripe’s webhook updates your effective caps within seconds. If a change isn’t reflected:

• Refresh the dashboard once. The client cache is the most common culprit.
• Wait 30 seconds. Stripe occasionally delivers a webhook with a slight lag.
• If still off after a minute, contact support with the Stripe receipt and we’ll re-sync the row.