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FAQs & Troubleshooting - User Management
FAQs & Troubleshooting - User Management

In this article, we answer some of the most commonly asked questions related to User Management.

Assistant avatar
Written by Assistant
Updated over a week ago

Here are some questions that we see regularly. We want you to immediately get an answer, so see if your question is answered here before contacting us!

I still need to receive an invitation link.

First, please make sure that the account owner has added you to their account. If they have, check your junk folder to make sure it didn't end up there. If you found it, mark it as not junk to make sure you receive future mail from us!

If it isn't in your junk folder, please get in touch with us so we can look into this for you. Provide the email address of the user who invited you to help speed up the process!

Why did I receive an error message when logging in to my account? (You do not have the permissions to access this account...)

If you see this message, it is likely that the account owner has removed you from their account. You would need to contact them directly for more details.

Our Support team can't add you back to the account. Only the Primary user can do this.

What is the difference between a Teammate and a Secondary user?

A Teammate is a person to who you would be assigning tasks to. For example, a cleaner or a concierge. Using Task rules, you can automatically assign a task for them to complete, then use a Notification rule to let them know about it. A Teammate doesn't have access to the Hospitable app.
A Secondary user is somebody who can log in to your account. They may be able to view reservations, assign tasks, or edit your Messaging rules, depending on the level of access you have given them. A Secondary user doesn't have tasks assigned to them.
It's possible to have a person be both a Teammate and a Secondary user. You could add a cleaner as a Teammate and a Secondary user, giving them access to view tasks and the Calendar. This would allow them to be assigned a cleaning task, then log in to Hospitable to view the task on your calendar. Both must be done separately, though.

See this article for more about Teammates, and this article for more about Secondary users.

Why can't I be added as a Secondary user?

If you already have your own Hospitable account, your email address can't be associated with a different account as a secondary user. You need to either use a different email address or Contact us so we can migrate your account to being a secondary user on another account. Just so you know, doing this will remove your own account, losing all information associated with it.

Why don't I have the option to merge/mute a property?

This function is only available to the owner of the account. If you are a secondary user, you must contact them to do this for you.

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