Issue with updating access codes in the Airbnb app's check-in method section after the latest update. Anyone else?

[Ed175]

Issue with Updating Access Codes in Airbnb App – Anyone Else

Hey everyone,

I’m having trouble updating the access codes in the Check-in Method section of the Airbnb hosting app. No matter what I do, the system won’t save the new codes—or any new information in that section at all.

I’ve tried:

Updating on both my phone and computer

Uninstalling and reinstalling the app multiple times

Logging out and back in on my PC

Clearing cookies and cache on my browser

Despite all of this, the problem persists. This is really frustrating because I always update codes remotely after checkout, and I haven’t been able to do so since yesterday.

Has anyone else experienced this issue? If so, how did you resolve it? Any insights would be greatly appreciated!

Thanks in advance!

[Joan2709]

@Ed175 

Can you clarify what you mean about "codes"? Are you talking about the lock codes for a connected lock on Airbnb in the Arrival Guide? If so, aren't they automatically assigned by Airbnb?

If the lock is not connected through Airbnb and you change codes for each guest manually in a phone app for the lock, most hosts only put how the guest should enter their code and use the lock (don't provide the actual code in this section) and state they will receive their code one day prior to (or day of arrival) via an Airbnb message:

[Ed175]

I use a different system; my smart locks are a different brand. However, none of the information on that checking method section is currently saved. If you or anyone makes any changes to the text or message, nothing is saved after pressing the "save" button. You can try it on your end and let me know. It's an Airbnb glitch I discovered.

[Joan2709]

@Ed175 @Cath5671 

Yup...just checked and if you change anything, can't save, then when trying to access it again the button doesn't work. YIKES! This is a big problem! Thanks for posting here! 

@Shelley159 ,  @Joelle43 can you verify if this button is working? I'm almost afraid to ask as when I tried it on an unlisted property I was able to access the area and change something, but then when I saved it and exited and then tried to click the box again the square was inoperative and the information disappeared!

@Rudolf103 , are you having an issue? 

If I had to guess, I think Airbnb is trying to correct issues with this area as brought to their attention by other Hosts. There used to be a link we could use to paste in messages to the checkin photos and instructions and it became unusable a few weeks ago. Many Hosts complained, as they used that link in messages to direct guests to their photos on how to check in. Most guests don't know how to find those in the App. Here is the previous thread on that:

Check-In Instructions Link Not Working

https://community.withairbnb.com/t5/Ask-about-your-listing/Check-in-Instructions-Link-Not-Working-Pr...

My hunch is they are trying to address this, but freezing this area is VERY PROBLEMATIC, as Hosts are not able to update/edit this section for guests.

Perhaps one of the moderators could bring this to the attention of the appropriate team at Airbnb? Not sure if this is happening worldwide, but this is gonna cause CHAOS for guests and hosts alike. I will post screen shots of the areas we are mentioning. I used an unlisted property to test it and confirm the problem and dare not change a live listing:

@Rebecca , @Bhumika , @Quincy , @Alex , @Elisa 

[Shelley159]

Yes @Joan2709 @Ed175 

I had "lock box" as the check-in method. I fiddled with it to check this for you, and now I can't select it again. It's stuck on "add details":

Thanks everyone! 🤣😄

I agree they're probably working on the arrival page at the moment.

@Joan2709 in the other message thread regarding the House Rules (also in the Arrival section), I still can't find that right-hand pane scroll bar on a desktop. Hopefully it'll all be back to normal soon.

[Joan2709]

@Shelley159 

Well rats! 😠

What type of computer and browser are you using?

As to the check-in method, I used an unlisted account to fiddle with! So sorry!

I'm guessing they are migrating the check-in stuff, but didn't bother to tell anyone and ran into some snags they probably weren't even aware of....sigh. Since this is the weekend, not sure how soon this will get resolved 🙄 😠

[Shelley159]

@Joan2709 for me the right-hand pane House Rules scroll bar is missing in Edge and Chrome.

The lockbox seems to come back when I close the window and navigate to it again (in both Edge and Chrome). So as @Ed175 has said, it just doesn't seem to want to save any changes right now.

[Joan2709]

@Shelley159 

Try using Firefox browser.

I would also try logging off Airbnb on all devices and logging back in on only one device using your email address (not phone number).

I did have a problem yesterday with the scroll bar disappearing on the Calendar, but it's there now...

[Cath5671]

I’ve managed to sort out quick replies so the check in instructions come up there instead. Airbnb support showed me this morning. 

[Joan2709]

@Cath5671 

Yes, that is an option, but using the short code for Check-In Instructions only inserts the current text and not any of the photos. Not being able to update the section currently doesn't help @Ed175, as it appears he is editing that section after every guest and can't do that now?

@Ed175 

Suggest you add the code for the lock to your check-in message to guest instead of changing the Check-in Method text every time. We'll have to see what the final outcome wll be after Airbnb finishes modifying this section.

[Joelle43]

Hello @Joan2709 @Shelley159 @Cath5671 @Ed175 

I'm a greet and meet host and took the plunge to see what happens when I changed anything to my message. Basically as soon as you hit the Save button, all of the information disappears! 😩 Not just the message but the type of method used to allow your guests to enter the premises.

This happened on both Safari and Chrome - tried this several times but when I refreshed the page, the information I had previously written came back but with none of the new wording.  A relief at least!

So yes Joan, it would seem that any new information being entered in this field is not being validated and disappears literally even when you try and save.  A big problem indeed for hosts and the need to use the quick replies or automated messages a real necessity.  Come to think of it, we had a French host saying that their guests told them that they weren't receiving the check-in instructions - this may be the reason!

[Joan2709]

@Joelle43 

Yes...a BIG problem. I would bet many Hosts are not even aware this is happening. What if a Host changes their check-in method or adds a new lock? No way to add this to the Check-in Method currently.

My suggestion to Airbnb is to create a whole new "Card" for check-in instructions (not have it under Check-Method) and then provide a short code LINK for messages to add both the check-in method and the check-in photos. This will enable Hosts to simply insert the check-in link with photos (kinda like the check-out instructions). @Rudolf103 suggest this already.

The in the Trips Tab for Guests, remind guests they need to click the photo of the property to see all the information. There is no callout to do that and many guests simply aren't aware that all this information is available if only they click the photo!

[Joelle43]

@Joan2709  Well from first hand experience, If a host changes their check-in method or even wants to add a small new detail,  the system rejects  it and you get that heart stopping moment when all the information you had entered, purely disappears!

[Joan2709]

@Joelle43 

Yes....😱

This is why I always advise my Host clients to keep a copy of all the sections in their listing in Word, just in case something disappear. This way they don't have to start all over!

[Cath5671]

I’m also having the same issue. Can’t save any check in instructions on the app or the website.