Guest completion of verification process

[Jeffrey50]

New host. Small glitch.  I have a guest request to book 14 nights. We messaged several times and I sent the pre approval last night. The guest messaged me back shortly afterward that he couldn't book the nights.  "I click on book-it and I don't get the promised email to complete the booking."  I checked and noticed he hadn't completed the verification process. Now he can't figure out how to go back and complete the verification process. He tried support and forums last night but could not find the answer. It sounds like he's well intentioned, new to airbnb and not very computer savy. Could I withdraw the pre-approval and have him start the process over? The nights are not blocked.  Any help I can pass on would be appreciated.  

[Marit-Anne0]

You can certainly withdraw the pre-approval.  I suggest you ask him to seek airbnb assistance once more with setting up the account.

[Helen3]

Give him the phone number to call. Try 1st post. Community Help forum - for all contact details including customer service numbers. Suprised someone on these forums didn't direct him there yesterday.

Do keep a note of these for future guests.

[Jeffrey50]

airbnn hides all phone numbers including its support number.  suggested to guest he google "airbnb phone support" to get help. Airbnb blocked the google reference. Had the right idea?

[Kristin50]

Almost that exact situation happened to me. I sent a special offer and for some reason she can't seem to book it. I want to withdraw and start over but can't figure out how to do that. I called airbnb customer service and they said the error was on her end so there was nothing they could do until she callled. She tried to call last night but was on hold for 10 min and gave up. She said she would try again but I'm afraid this will cost me a great booking.

[Alice-and-Jeff0]

Guest verifications and how to get them: 

https://www.airbnb.com/help/article/336/what-are-profile-verifications-and-how-do-i-get-them

https://www.airbnb.com/help/article/128/how-do-i-book-a-pre-approval-or-special-offer

Tell him to check his profile for the correct email address and then to check his spam/junk folder for the email being sent from Airbnb.