Airbnb Rejecting a Valid Tax Identification Number – Has Anyone Experienced This?

[Verah0]

Hello everyone,

I'm hoping someone in the community has experienced something similar or can offer some advice.

I'm an Airbnb host in Kenya. Airbnb is suddenly rejecting my Kenya Revenue Authority (KRA) Personal Identification Number (PIN), which is Kenya's taxpayer identification number, and is treating it as invalid.

The issue is that my KRA PIN is active and valid. I've confirmed this directly with the Kenya Revenue Authority through their customer care, visited their offices in person, and verified it using their official PIN checker.

What makes this even more confusing is that Airbnb had already accepted this exact same tax identification number. They have been using it for tax reporting and even issued multiple Kenyan withholding tax certificates using it, including certificates issued between 31 July and 3 August 2026.

Despite that, Airbnb's system now suddenly says my tax identification number is invalid and has started withholding 20% tax from my payouts.

I've followed every instruction provided by both Airbnb and the Kenya Revenue Authority, including ensuring that my tax records are up to date. The Kenya Revenue Authority has confirmed that my tax identification number is valid and there is nothing wrong with it.

Unfortunately, every Airbnb Support representative I contact redirects me to the same case manager, but he has stopped responding to my messages, leaving my case at a standstill.

Has anyone experienced Airbnb suddenly rejecting a tax identification number that had previously been accepted?

If so:

- How was it resolved?

- Was it a technical issue on Airbnb's side?

- Was your case escalated to the tax team?

- How long did it take to fix?

Any advice or similar experiences would be greatly appreciated. Thank you.

[Teresa2550]

No actually no one has

maybe we should form a WhatsApp group and  chat a way forward

may be agree for us to all call Airbnb all at once

[Alastair-And-Nekoye0]

Am willing to form the WhatsApp group. 0742597547

[Faith307]

I have called and taken round and round in circles with no resolution, very frustrating

[Faith307]

I have had the same issue and to it has been a very frustrating process to say the least. I have called and messaged airbnb support multiple times without any resolution

[Paula]

Thank you everyone for sharing this with the community. We're keeping a close eye on the thread. If you haven't reached out to customer support yet, please continue to do so.

Regards,

[Diana2656]

As you can see from people's comments, we have done that but no help. It's now going to the 3rd week.

[Faith307]

We have reached out to customer support numerous times  without a resolution, very frustrating to say the least

[Fay489]

We're tired of your support system that is just giving generic responses and ignoring us. We just need a solution!!!

[Tabitha84]

I am still experiencing the problem and being deducted 20%. Like everyone else, I have followed all channels and instructions given by Airbnb Support, to no avail.  I have also tried advise from other hosts, still no resolution. KRA too. 

It's adversely affecting my income and cash flow.

Who can assist please?

[Daniel-Stephen1]

Same here.  Multiple conversations that get “escalated” and then go silent. This is extremely unprofessional and unacceptable from Airbnb and we need an urgent solution.  

[Jenny2252]

i had the same problem but then after trying to change the details numerous times, it eventually worked. The most frustrating bit is:-

1. The 20% already deducted from my earnings is now lost - it will not be credited to my itax account as it a tax for non residents 

2. If you all check your itax account you will find that Airbnb have not been paying over the withholding tax to KRA that they have been deducting from us since January this year! So even the 5% we cannot claim back against our tax as it has not been paid over. 
3. After hefty penalties and interest from KRA, at the beginning of August, Airbnb  tried to play catch up and have now paid over from 1st Jan to 8th April - however the amounts paid over bear no resemblance to the withholding tax deducted! In fact they have paid over far more than they have deducted which is another problem in itself…. 

Trying to get anyone in customer support to understand the issue seems impossible. 

[Teresa2550]

They have just shared an email stating that they will sort the issue out by mid September and the 20% deduction will be reimbursed.

[Fay489]

This is so relieving, i really hope they'll refund us and fix this issue!

[Hannah-Wanjiku0]

I don’t seem to have gotten this email. Has anyone else gotten it?

[Fay489]

I haven't received the email too...