Unable to access messages on the website or the app

[Sandeep117]

Greetings!

I'm receiving a “You do not have access to this thread” or “Open to see new messages” notification while attempting you access messages as a host.

Cannot get in touch with Contact Superhost support either (Error code: 500).

We're supposed to host a new batch of guests in a few hours and will have to coordinate their check-in, so I'm wondering how to rectify this issue (as soon as possible since time is obviously of the essense.)

Oh, I cannot access the messages on the website or on the app. Bit of a double whammy! 😞

[Rebecca · Accepted solution]

Hello @Sandeep117 👋

Sorry to hear that you're experiencing issues with messages. Could your try following these steps please, and let me know how you get on: 

• Log out (on all affected devices/browsers)
• Close all browser windows/tabs (on all affected devices/browsers)
• Open ONE new window (on all affected devices/browsers)
• Clear cache and cookies and browser history (on all affected devices/browsers)
• Delete & re-install app (if applicable)
• Log in with email associated with your Airbnb account

Looking forward to hearing from you soon.

[Sandeep117]

Thank you for the warm welcome and for the guidance, Rebecca. 

A combination of clearing cache and cookies and deleting & re-installing the mobile app seems to have resolved the issue (for the time being, at least.) 

Phew, I'm so glad!

Thank again. Appreciate the help.

[Rebecca]

Hello @Sandeep117 👋

That's fantastic news, thank you so much for popping back to let us know it was resolved for you! 

Don't forget that we're here to support you.  Feel free to start a conversation and ask any questions you may have!  😊