Returning guest can't book

[Ann72]

I have a guest coming back for a third stay and she can't complete the booking because of the "awaiting ID" glitch.  She actually approached me off-platform and we decided to continue through Airbnb.  After uploading a new ID, she still could not complete the booking.  I understand it might have been better if she had done this on the desktop site, but meanwhile, she cancelled the request and had her sister, who has also booked with me before, try.  In spite of the withdrawn request, the dates remain blocked, so her sister can't get anywhere either.  We're going to give it until the morning, and then what do you think we'll do @Airbnb?  

[Ann72]

The guest’s sister was able to book on the platform this morning @Airbnb.  But why the necessity to turn cartwheels?  I’m genuinely curious to know what kind of security issue is at work here when a long-time, 5-star, and returning guest is asked to verify her ID - and then her verification doesn’t go through - and then her withdrawn request doesn’t go through - and the dates remain blocked even after the request is withdrawn.  

How many times does this happen in a 24-hour period, and how many bookings are lost to direct bookings or other platforms?

[M199]

@Ann72 

Did you,  maybe,  previously, if a returning guest click "would not host again"? Just a thought.

[Ann72]

I thought if that @M199 but no, absolutely not, they were great guests and I gave them 5 stars each of the previous times.  Even if I had checked that off the first time, they wouldn’t have been able to book the  second time, when they had no problem at all.  They were then even better guests so there is no way I would have chosen that option then.

[Sybe]

@Ann72 I know it's been a while since you posted this, did you manage to get it sorted with the guest in the end?

They need to make sure that the name (full name) and date of birth on their profile matches the one on the ID they uploaded, hopefully that'll help!