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.

Creating or resetting an owner's password

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:

  1. Sending your owner an invitation or reset password email to help them register or log in and/or reset their password.
  2. Sending your owner our PDF reset password instructions to help them recover their password.
  3. Sending your owner our PDF update password instructions to update their existing password with a new password via the Owners Portal.


Sending a "reset password" email to your owners via Guesty

In order for your owner to create a password, 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 registed to the Owners Portal, since the "reset password" button will only appear once a password has been created.
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. Scroll down to the "Owner Portal access" section, and click Reset password.
  6. Your owner should automatically receive an email with a link to update their password.


Recovering 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.
    Your owner should receive an email to reset their password.

Next steps for owners

Below are the steps your owner should take after you've sent them the recovery password email.

Step by step:

  1. 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".
  2. The owner should open the email and click Reset password.
  3. 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.
  4. Once the owner has typed in their new password, they can click CHANGE PASSWORD.
  5. After this, they should be automatically taken to the Owners Portal.

Back to the top


Resetting an Owners Portal log-in 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.


    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.
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 (separate Guesty accounts).

The error message "Email address already in use" is displayed if your owner's email address is connected to an existing owner profile in the Guesty system.
This means that the owner is/was a client of another Guesty user, and was already registered with the same email address you tried to add.

Previously, there was a restriction in the Owners Portal that prevented you from using the same owner email address that already existed in a different Guesty account.
With the new update to the Owners Portal, this error will only occur if you try to use the same email address to create an additional owner profile on your account.

Important things to know

  1. 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, login passwords, etc.
  2. 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.
  3. If you were recommended the +1 workaround in a past support interaction:
    1. For owners with Gmail email addresses, there is no further action required, and you can keep the owner's email address as it is.
    2. For owners with non-Gmail email addresses that have the +1 workaround, please remove the +1 from the owner's email address.
      With the new update, the owners might have issues receiving emails from the system if they still have a +1 in their owner's profile email address.


    In general, the +1 workaround is no longer necessary to perform.

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