Unable to access email or phone number associated with account

[Brittany554]

Help!!! I have an Airbnb account that I am currently able to access and have a current booking through. I realised after making my booking that the email and phone number on my account can no longer be accessed.

1) the email is an old Bellsouth email with a platform that no longer exists and there is zero way to access the account after multiple phone calls with AT&T (aka Bellsouth)

2) the phone number is my British number from when i lived abroad, and I no longer have access to the SIM card associated with the number

I cannot change the email or phone number associated with my account, as I have to confirm the change with one of the other forms of contact. Neither of which i have access too. It is like i have double locked myself out.

My account is ok, and I can see the listing, but I want to make sure my email and number work so that the host can contact me. I have reached out to Airbnb and they say that it is a large problem so they have to route it to a manager, but the problem is a manager never calls me since they are trying to call the unable to be accessed number listed on my account. I have tried leaving the correct number for them multiple times. 

If anyone can help I would be forever grateful!!

[Paula · Accepted solution]

Hello @Brittany554 and Welcome to our Community Center 🎉

I will reach out to you via direct message to discuss this specific situation with you.

Regards,

Paula

[Lisa10168]

Hi Paula, I know this post is old, but I have been googling this issue and came across this post which is exact same issue I am having.

I have an old email and mobile number both of which are connected to my airbnb account and both of which are no longer accessible or been used for a few years, I had forgotten to update them and now I am in a loop within the Airbnb app asking me to confirm my details.  Which I can’t due to the email and phone being incorrect and inaccessible.

any help would be appreciated 

[Lisa10168]

Adding that the airbnb app on my iPad I discovered is different to the account on my iPhone!  And I have loaded a gift card into the iPad where the account contact details are incorrect and I’m unable to use

[Emilie]

Hi @Lisa10168, 

Have you tried contacting the customer support teams to see if they could look into this with you and help find a solution? If not, you can reach out to them via this page: www.airbnb.com/help/contact-us/ 

Let us know how you get on 🙂

Emilie

[Lisa10168]

Yes I and was told they can’t help me.  I have a $400 gift card attached to that old account which I cannot access now as the account now is asking me to verify details via the old contact details and was told they could not help me update the old contact details either (do it for me) - nor can they transfer the giftcard balance to my other account.  So I’m stuck