Team Member Can't Access Telephone Support

[Matt4914]

My wife is the primary host on our 8 listings and I'm a team member with all permissions checked. We both work equally to manage everything with our guest interactions, but whenever I need to take the lead on something and have to contact Airbnb support via phone, I'm told they can't see my name attached to any of our reservations and that only the primary host (my wife) can work with them. How can I set up our accounts so that I have the necessary access to troubleshoot all aspects of our reservations on the phone with Airbnb without having to jump through crazy hoops to get authenticated?

[Mike-And-Jane0]

@Matt4914 I've no idea if it would work but perhaps set yourself up as a co host.

[Matt4914]

I actually was set up as a co-host previously, but that offered limited access to certain aspects of management, like transaction history. I was told that being on the "team" with all permissions enabled would be the best answer – certainly hasn't worked out perfectly so far, though.

[Bhumika]

Hey @Matt4914 ,

Were you able to figure it out? Do you have any tips for other members?

[Matt4914]

Hi @Bhumika!

Not exactly. As a team member with all permissions enabled, it seems like I should already be authorized to handle almost anything important related to our listings (with the possible exception of initiating damage claims). For some reason that has yet to be fully explained, whenever I need to call in for help, the support agents can't seem to see that I'm attached to our listings and only recognize my wife as the account holder.

When I was finally able to prove my connection to our listings on my last phone call, I was told by the Airbnb rep that they would make a notation in my account that shows I'm authorized to reach out and handle situations on behalf of our listings. We'll have to wait and see if that will help or not the next time I need to reach out.

[Bhumika]

@Matt4914 Thanks for the update. Do let us know if this goes well and If later, we can help you with anything.