Payouts paused because Airbnb has messed up my data so bad that I cannot update it anymore

[Sander115]

Since May 2022 I receive payouts from Airbnb for an apartment I host in Portugal.

Since a few weeks this message appears:

Urgent: Your payouts are paused—add important hosting details to start getting paid again. Verify your host account

Indeed no payouts were made since then.

As a programmer I am used to testing, I am familiar with the concepts of a backend and a frontend.

Using a browser debugger  I can see important information on my account is missing and cannot be entered again.

Most important information is my ID and my address information.

Trying to add my ID will always fail, I see the same HTTP 404 exception about my ID over and over.

It seems I can add address information but it will never end up in the backend.
All address information disappears after a browser refresh.
I think more people have this kind of problem because of messed up data and I am curious if that is true.

Anyone?

[Helen427]

hello @Sander115 

As an ABB Host of over 5 years, yes we too have seen various Technical problems occur that should have been addressed as and when they have arisen.

Personally we think it's overdue whoever is responsible for these problems that impact on our peace and harmony to operate with ABB were held to account as they would have been given marching orders a very long time ago in any other Hospitality operation.

One must however question, if some who have worked / been contracted as 3rd and 4th etc Agents for ABB have been acting in a manner that may be unlawful to obtain others personal information, and Bonuses because generally with  'Dead Links' as each and every time they happen they still get paid and we are all to often told to be careful not to click on links where there's likely Scams.

Perhaps all of us should be asking some serious questions and tracking back where have had Dead Links that show Error pages.

As an example, have you had the word  'Stav', note the last letter is "v'' not "y''  in amongst KYC requests?

Are those links deliberate or other ?

Makes sure you also request your ABB Data Information and ask who the 3rd party Agents are who have accessed your Personal Account as part of ABB Services.

It may help with Research and Development to across the board.

[Sander115]

Thanks for your reply, I have not worked with 3th or 4th parties

[Lorna170]

@Sander115  It appears that Mark is the host and you are the co-host.  Have the two of you mixed the data?  Is it possible to have Mark, the Host, remove you as a co-host for a short period of time clearing the server cache at AirBnB and then re-adding you back as the co-host?

(You probably also know that a browser refresh on your computer is not going to do anything about the AirBnB server cache returning the original data  -- I have played that game many times trying to figure out the server cache refresh rate, which may be 48 hours on certain data points)

Best wishes.

[Sander115]

@Lorna170 

It is actually AirBnB that is mixing the data, on the page you are referring to it is clear the data of the host and the co-host are mixed.
I think your suggestion helped me a lot. I will talk to Mark (supposed to be the co-host)

[Sander115]

PROBLEM FINALLY SOLVED

After leaving a very grumpy comment (see: https://community.withairbnb.com/t5/Help-with-your-business/I-think-KYC-problems-is-trying-to-scam-f...)
I had a private chat with Breanna, the community manager (https://community.withairbnb.com/t5/user/viewprofilepage/user-id/1340283).

She has been able to connect to Technical Support: they were able to fix the issue within two iterations (two days).
Massive thanks to Breanna😀👍

What was the probable cause of the problem ?

When I started on Airbnb I have gone through the KYC process but with many iterations:

- use the webpage to summit an ID

- wait for remote approval or decline

- on decline, remove previous ID

- retry

The process is asynchronous by nature, a declination is not instantaneous.

I have been in at least 7 iterations before acceptance.

Each time my ID was declined I received an email.

I remember in 2022 I have removed an ID to upload a new ID for the n-th time.

I already had a long list of declination emails but also an email with an acceptance message.

The ID I removed must have been the proper one and afterwards a not acceptable ID must have been uploaded.

I believe this has brought my ID data in an inconsistent state that only started to cause problems after July 12, 2023. I believe the problems started to occur after a software update.

In my company we have test scenarios to compare data before and after a software change. The test runs with a representative dataset.

It makes me wonder why Customer Support has been so helpless in this case.
I am used to Customer Support <-> Functional Support<->Technical Support.
(they communicate).
Even when a company outsources its Customer Support proper communication channels should be established.

Perhaps my case was technically exceptional, but if a bug is so difficult to fix I should have been given a workaround even if that would have involved manual intervention. (email a photo)
I have browsing the Internet trying to find similar cases as I had, I did not find a match.

Not exceptional is the quality of Customer Support.

- They are completely not in my timezone (GMT+1), in writing many times I had to wait until they were ‘awake’. Their answer often came while I was asleep.

- It is not OK to repeatedly close a communication thread ; the main aim seemingly to stay within the SLA (Service Level Agreement).

- I felt insulted when people acted like I am an idiot not knowing how to start the KYC process.

- More than once I could tell that people just had not read my file and wanted to start all over again.

- Customer Support has given me the impression that I am a ‘difficult’ customer.
In the beginning of my communication I had the option to extend a communication thread when I felt I still needed support. After some time that option was not given anymore to me.

- If you keep saying sorry to me it does not feel genuine anymore.