Troubleshooting: Issues with an owner’s email address or password

Your owner's email address is for owners to receive emails related to their properties, as well as, login information for the Owners Portal.

The following are the common issues for logging into the Owners Portal or resetting an owner’s password.

Owners Portal login issues

We recommend you follow the relevant troubleshooting solutions for the following scenarios:

• Your owner says they didn’t receive the "invitation to the Owners Portal" or "reset password" email/s
• The reset password link has expired (the link will be valid for 4 hours)
• Your owner asks for assistance with the log-in or reset password process

Below we'll explain different solutions if your owners contact you because they need help with registering to the Owners Portal, forgot their password, or would like to update their password.

Reset an owner's password 

In order for your owner to reset their password, or to create a password on behalf of an owner, you must invite them to the Owners Portal. If you haven't invited them to the Owners Portal yet, send your owner an invitation email so that they can create their credentials and register their account. You can also send them our PDF registration instructions to help them sign up.

These instructions only apply to owners who have fully registered to the Owners Portal.

Step by step:

1. Sign in to your Guesty account.
2. In the top navigation bar, click the mode selector and select Operations mode.
3. Click Owners.
4. Select the relevant owner.
5. Click Portal settings.
6. Click the ellipsis icon and select the relevant action:
   
   • Reset password: A password reset email will be sent to the owner automatically. 
   • Copy link to reset password: Once you copy the link you can do one of the following:
     • Paste it into your preferred method of communication to send the owner. When the owner opens the link, they will be directed to the login page to set up their password.
     • To register on behalf of the owner, paste the link into your web browser. You will be directed to the login page where you can set up their password.
       
       
       When the owner opens the link, they will be directed to the Owners Portal login page to take the relevant action.

Missing invite link in email

In some cases, certain email providers block the sign-up link in invite emails sent to owners for security reasons. Follow the instructions to copy the link to send the owner, or to set up the password on their behalf.

Step by step:

1. Sign in to your Guesty account.
2. In the top navigation bar, click the mode selector and select Operations mode.
3. Click Owners.
4. Select the relevant owner.
5. Click .

Once you copy the link you can do one of the following:

• Paste it into your preferred method of communication to send the owner. When the owner opens the link, they will be directed to the login page to set up their password.
• To register on behalf of the owner, paste the link into your web browser. You will be directed to the login page where you can set up their password.
  

Recover an owner's forgotten password

These are the instructions for an owner to create a new password on their own via email. You can also send your owners our PDF reset password instructions.

Step by step:

1. Navigate to the Owners Portal login page.
2. At the bottom of the login menu, click Forgot Password?.
   
3. Enter the email address registered to your Owners Portal.
4. Click Reset password.
   Your owner should receive an email to reset their password.

Once you've completed the steps above, let your owner know that they should check their email (or spam folder) for an email with the subject "Owners Portal - Password Reset Requested".
Below are the steps your owner should take after you've sent them the recovery password email.

Step by step:

1. The owner should open the email and click Reset password.
   
2. On the reset password page, have your owner type in their new password twice.
   Make sure the password contains a minimum of 6 characters and no spaces.
   
3. Once the owner has typed in their new password, they can click Change password.
4. After this, they should be automatically taken to the Owners Portal.

Reset an owner's password (from an owner's perspective)

These are instructions for your owner to update their old password with a new one via the Owners Portal. You can also send them our PDF update password instructions.

Step by step:

1. Sign in to the Owners Portal.
2. In the top-right corner, click the Profile icon.
3. Click My Profile.
4. Click Password.
   
5. Type in the current password.
6. Type in the new password twice.
7. Click Save.

Owner isn't receiving emails

Follow the troubleshooting steps below if your owner is experiencing issues receiving emails.

Step by step:

1. Ask your owner to check their spam/junk folder for the relevant emails.
2. Check for any spelling errors on the owner’s profile page.
   

   Important:

   The text field recognizes spaces and special characters, so check to make sure there isn’t a space added at the end of the email address entry.

   1. Edit the owner's profile if necessary.
      1. Delete extra spaces at the end of the email address entry.
         

         With extra space:

         Without extra space:

      2. Replace the existing email in the email address field by adding a different email address to reset the owner’s password.
3. Contact us.
   If you continue to experience difficulty, contact us and make sure to provide the following information:
   • Affected owner/owners
   • All of the troubleshooting steps you've attempted
   • Type of issue

The Owners Portal page is displaying "Error 404"

If your Owners Portal page isn't loading, check your custom domain configuration. An incorrect setup can lead to an Error 404 page when owners click the link in their invite or reset password email.

Learn more about connecting a domain to your Owners Portal website.

"Email address already in use" error message

Owners can be connected to multiple Owners Portals across different Guesty accounts. The error message "Email address already in use" appears if the owner's email is already associated with an existing owner profile in the Guesty system. This indicates that the email address you're trying to add is already registered.

The Owners Portal restricts the reuse of the same email address for multiple owner profiles within the same Guesty account. To resolve this, you can apply an email extension by adding a unique identifier before the "@" symbol. For example:

• Original email: john.smith@guesty.com
• Adjusted email: john.smith+1@guesty.com

You can use any combination of letters and numbers for the extension, such as +123abc or +2. We recommend starting with +1 and incrementing for each additional profile.

This rule also applies to Guesty users in your account. Using the same email address for both a Guesty user and an owner profile can cause issues, such as a password reset for the owner triggering a reset for the Guesty user instead. To prevent this, use an email extension on either the owner profile or the Guesty user profile.

Important things to know

• An owner can only have one email address registered in Guesty per account. 
• If your owner is registered to multiple Owners Portals, they will need to remember which credentials to use for each portal. This includes knowing each Owners Portal URL link, the extension on their email address, login passwords, etc.
• If you decide to change the email address in an owner's profile, you must communicate this change and the new address with your owner.
  Since the old email address will no longer be associated with their owner's profile, the owner will run into issues if they try to access the Owners Portal or attempt to request/reset their password with the old email address.
• if you were previously recommended the +1 workaround but are not reusing the same email address on your Guesty account, the +1 extension is no longer needed. Specifically:
  
  • Gmail users: No further action required, and you can keep the owner's email address as is.
  • Non-Gmail email addresses : Remove the +1 extension from the owner's email address. Keeping the +1 may cause issues with receiving emails from the system.

  Note:

  In general, the +1 workaround i is only necessary if the same email address is used more than once within your Guesty account.

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