How do I urgently escalate an issue?

[Sina446]

Hi Airbnb community,

I’m hoping someone here has advice because we are honestly at a loss.

We’ve been dealing with an Airbnb technical bug related to our STRA number for 6 days now. The number is valid and active (confirmed by NSW Planning), Airbnb Support has acknowledged it’s a bug, and we have an open case number — yet every time we call or message, we’re made to start from zero again.

We keep being told to “wait” or re-check the STRA, yesterday they literally said "oh we found the issue, you still need to enter your STRA number" despite providing screenshots and confirmations multiple times. No one seems to take ownership or properly escalate it, and the issue still isn’t resolved.

This has already caused us to miss a major listing launch last weekend with influencers with over 4 million followers combined and we’re feeling incredibly frustrated and stuck.

Has anyone successfully had a technical bug like this escalated and fixed?

What did you do to actually get help beyond repeating the same information over and over?

Any advice would be hugely appreciated — thank you.

— Sina

[Rebecca]

Hi @Sina446 👋

It's been a little while since you posted and I wanted to say that I'm sorry that you're experiencing these issues. Speaking directly to Airbnb Support is the best way to get this resolved. Have you hear from the support team since you posted? 

[Helen3]

Have you asked on your local host group- hosts there are more likely to know work arounds for this @Sina446 

[Joan2709]

@Sina446 

Here are a couple of other things to try:

Clear Cache

1. Logoff Airbnb ON ALL DEVICES
2. Clear cache on your computer browser
3. Log back into your Airbnb Account on one device using the browser you cleared cache

Try re-submitting STRA number exactly as provided by NSW

Email Mismatch

Make sure the email address and account details you’re using to register in the Planning Portal are the same ones linked in your Airbnb profile — sometimes mismatches can cause verification or data-matching issues.

NSW Portal

Check the portal and your emails to see if NSW has asked you to update your information