problems with change of Email and phone

[Simon5397]

I have an issue with Airbnb that I've been unable to resolve.

I have a group of eight friends visiting a property in the UK for a 60th birthday celebration, which everybody is looking forward to. I booked the property in March 2025 and paid the required deposit, and since then, I have paid the balance. However, since I booked (March 25), I have changed my email address and phone number, but before I did that, I didn't change my Airbnb details. I've spoken with the customer service, and they've said that they can only send a link to my old email address so that I can make the change on my account. I've told them that I don't have access to that mail address, so I can't make the change, but they've said that's all they can do.

I've quoted my confirmation number and the deposit value and balance that I've paid, but they still can't do anything. This seems very unsatisfactory and probably not unique to me, as I'm sure they have come across this issue in the past. Why can't they send a form in the post for me to make changes or accept proof that it's me who has made the payments?

Very frustrated, there must be a solution. Has anybody got any ideas, please?

Regs. Simon

[Lorna170]

@Simon5397  Do you have the host's information?  Contact your host and let them know how to communicate with you.  If one or more of your friends have an AirBnB account, and if you are able to access your AirBnB account, ADD them to the guest roster so that they can possibly receive host communications.

Once your trip has been completed, consider deleting your account and starting over with the new email address and phone number.  

[Joan2709]

@Simon5397 

Airbnb cannot make changes to the profile for security reasons.

Per @Lorna170 points out , the Host will only see your old phone number as well on the reservation - not your new one. I don't think @Simon5397 will be able to access his current Airbnb account to add others in the group unless he can use one of the other log-in methods (Facebook/Google/Apple). Airbnb emails regarding the reservation will go to the old email address as well:

[Alex]

Hi @Simon5397, 

I'm really sorry to hear about the situation you're experiencing. I noticed that Lorna and Joan have shown their support in the comments and offered advice regarding your issue.

Have you had a chance to read their messages? When you do, please let us know if you tried Lorna’s suggestions. 

Best, 

Alex

[Ethan748]

That’s really frustrating  Airbnb’s verification system can be strict. Try reaching out to AirbnbHelp on X (Twitter) or Facebook Messenger; they often escalate cases faster. If you still have the app logged in, update your info under Account → Personal Info. Otherwise, ask support to verify your ID and payments manually —that usually works.