Help account block

[Cathy315]

Help!! My account has been blocked for a week now. I have no idea why. I have called and sent messages via airbnb help, however i have not gotten any answers. Customer support specialists tell me they are going to escalate the request however I still have not heard from anyone that can fix my account. Is anyone else having issues , do you have any suggestions?

[Alexandra316]

@Cathy315 Have they given any indication at all of why your listings are deactivated? I can see your profile, but neither of your listings can be viewed. Typically when this happens, it's because there has been some kind of complaint against you by a guest or some other trust and safety issue. Have you had any bothersome guests lately who may have filed a complaint?

Some examples would be (but I'm not saying you did any of them):

- Discriminating against a guest;

- Using inappropriate language with or harassing a guest;

- Trying to get a guest to pay outside the Airbnb system.

In terms of what to do now, I would recommend trying them on the Superhost phone number, or contacting them on Twitter @airbnbhelp. Things are moving very slowly right now due to the layoffs and it could take a while to get an answer.

[Cathy315]

Alexandra316  I am a superhost with over 100 Five star ratings. Ive never to my knowledge had any complaints since I started hosting 2 years ago. It appears my account has been compromised/hacked. My nightly prices were changed as well as my cleaning fees and last night i realized that my payout account was changed  to someone I do not know and account that does not belong to me. I have reached out to airbnb via phone, airbnb message as well as email to no avail. I do not know what to do. Any suggestions? Thank you

[Alexandra316]

@Cathy315 have you taken steps to secure your account, like changing the password? The idea that someone else could be in your account is pretty frightening. I would just continue to reach out using the methods I already suggested and it sounds like you're already using. If you haven't tried the Twitter account yet, I would try there also.

Sadly, complaints can happen to literally any host, and accounts can be closed without warning no matter how many reviews you have or how long you've been on the platform. Based on the changed info on your account, it doesn't sound like that's the case for you: probably a security issue that trust and security is working on.

[Cathy315]

Alexandra316 ,Thank you so much for your help and input.