STRA number not recognised

[Sina446]

Hi Everyone,

I have been trying to get help from customer support for the past 24 hours unsuccessfully. We were going to launch our new listing today and have a big influencer visiting and Airbnb just keeps giving us an error message for our STRA. I have confirmed multiple times with Planning NSW and it is active and correct. Any ideas on what else we can do to resolve this asap? Thank you! 

[Joan2709]

@Sina446 

Since your listing isn't published we aren't able to see it and advise...

Where is the Listing located?

What error message are you receiving when trying to add the number? Please post a screen shot here.

Usually the problem is related to a mismatch with the listing address and the STRA registration/license address. They usually have to match EXACTLY with what your listing is. This includes even minor differences like punctuation, lowercase vs uppercase and street address having minor differences. 

[Sina446]

Hi Joan, unfortunately it says I do not have permission to upload photos? We are located in NSW, Australia. The Airbnb Chat team said they can't see any mistakes with the address. I've tried different devices, entering it manually vs electronically etc. Happy to email the screenshots, not sure why I can't upload them here. It I my first post. Thank you so much.

[Paula]

Hello @Sina446, thank you for posting this in our community.

Let us check why you’re not able to post photos. Are you seeing a specific error when you try to do so?

Keep us posted.

[Sina446 · Accepted solution]

Managed to work it out 🙂 

[Sina446]

  

 

**[Sensitive information removed in line with the Community Center Guidelines]

 

[Sina446]

 

[Joan2709]

@Sina446 

Several differences I can see...

No idea if any of these differences matter or not? I would try different variations and try to match the NSW registration EXACTLY.

- Airbnb address is lowercase & uppercase

- NSW address is ALL CAPS

- NSW Registrant Name just says "Sina"

- What is the name on your Airbnb account?

- NSW Registrar address doesn't have NSW - Airbnb does

Also looks like you might be restricted to 180days of rental as a "Non-Hosted" entity?

NSW Planning

https://www.planning.nsw.gov.au/policy-and-legislation/housing/short-term-rental-accommodation

Error message says if you just recently registered, you might need to wait 24 hrs? Perhaps it is actually more like 24-72hrs? Looks like you just registered?

[Sina446]

Thanks Joan! Yes we are currently restricted to 180 days. 

both sites display the address automatically, as in I’m not able to myself change it from lower to  all caps. We just started entering the address and had to click it. 

[Joan2709]

@Sina446 

If that is the case, you will have to contact Airbnb and have them change the address manually in order to match NSW info.

Explain you keep getting error messages and provide the same screen shots you posted here to Airbnb.

[Sina446]

We have been speaking to them for 4 days now. They kept telling us it is an IT issue and would be resolved by their IT team within 24-48 hours. We still have no resolution and can’t publish our listing. Each time we call to check they are confused again despite giving the open case number. It has been so incredibly frustrating.

[Joan2709]

@Sina446 

Sigh...

Perhaps one of the moderators can forward this to the appropriate team at Airbnb?

@Paula @Rebecca @Bhumika