This article covers Secondary Users. Secondary Users are people you invite to help manage your properties using their own login. Their access is controlled through User Management.
Looking for setup or permission details?
To add, edit, or remove a Secondary User, see How to Add, Edit, or Remove a Secondary User in User Management.
To understand Full access, Custom access, and individual permissions, see User Management: Secondary User Permissions.
To assign operational tasks such as cleaning or maintenance, use a Teammate instead via the Task App.
To give property owners access to the Owner Portal, see the Owner Portal collection.
Invitations and Account Access
My Secondary User didn't receive the invitation email
First, confirm that the correct email address was entered in Settings ⚙️ → User Management.
Ask the Secondary User to:
Check their spam, junk, and promotions folders.
Look for an email from [email protected].
Confirm they're checking the same email address used for their invitation.
If the invitation still can't be found, delete the pending Secondary User and invite them again to send a new invitation.
How do I resend a pending invitation?
If the invitation is still pending and the Secondary User cannot find it:
Go to Settings ⚙️ → User Management.
Select the Secondary User with the Pending invite status.
Scroll to the bottom and click Delete user.
Return to User Management and click + Invite a user.
Enter the Secondary User's information and send a new invitation.
This sends a fresh invitation to the email address you enter.
I entered the wrong email address. Can I change a pending invitation?
If the invitation hasn't been accepted:
Go to Settings ⚙️ → User Management.
Delete the pending Secondary User.
Click + Invite a user.
Enter the correct email address.
Send the new invitation.
If the Secondary User has already accepted the invitation, they can update their own email address from their profile.
The invitation link says "unauthorized" or gives an error
Ask the Secondary User to:
Make sure they aren't logged in to a different Hospitable account.
Log out, then open the invitation link again.
Clear their browser cache and cookies or open the link in an incognito/private window.
Confirm with the primary account owner that the invitation is still active.
If the issue continues, contact Hospitable Support with the email address used for the invitation and a screenshot of the error.
I'm getting an error that the email address already has an account
An email address associated with a primary Hospitable account cannot also be used for a Secondary User account.
You can either:
Invite the person using a different email address, or
Contact Hospitable Support about migrating their existing primary account to a Secondary User account if the primary account is no longer needed.
A person who is already a Secondary User on another Hospitable account can be invited to additional accounts using the same email address.
Login and Account Switching
My Secondary User can't log in
Make sure the Secondary User:
Has accepted their invitation.
Is logging in with the same email address used for the invitation.
Has tried resetting their password if needed.
Has cleared their browser cache and cookies or tried an incognito/private window.
Still has active access under Settings ⚙️ → User Management.
If they still can't log in, contact Hospitable Support with the email address and a screenshot of any error message.
My Secondary User sees "You do not have permission to access this account"
This usually means their access to the account has been removed or changed.
The primary account owner should check the Secondary User under Settings ⚙️ → User Management.
Hospitable Support cannot grant or change Secondary User permissions on behalf of the primary account owner.
Can a Secondary User belong to multiple Hospitable accounts?
Yes. A Secondary User can use the same email address on multiple Hospitable accounts.
They can switch between accounts associated with that email address from their profile menu. Each account only displays its own properties and data.
Tip: If someone regularly manages multiple accounts, using a dedicated email address for Secondary User access can make account switching easier.
An email address cannot simultaneously be used for a primary Hospitable account and a Secondary User account.
How does a Secondary User switch accounts?
On the web app, click the profile photo and select the account you want to access.
Only accounts associated with the email address you're currently logged in with will appear.
On the mobile app, switching accounts may require logging out completely and logging back in with the appropriate credentials.
How can a Secondary User change their email address?
After accepting their invitation, a Secondary User can update their own email address:
Log in to Hospitable.
Click the profile photo.
Select Your profile.
Select Personal info.
Update the email address.
Click Save.
Complete the email verification when prompted.
The primary account owner cannot change an accepted Secondary User's email address on their behalf.
Permissions and Visibility
Why can't my Secondary User see a feature?
Secondary User access is determined by the permissions configured by the primary account owner.
Go to:
Settings ⚙️ → User Management → Select the Secondary User
Check whether the appropriate feature and properties have been selected.
Some account-level areas require Full access and cannot be enabled using individual Custom access permissions.
For a complete breakdown, see User Management: Secondary User Permissions.
Why can't my Secondary User see a property?
Check the following:
Correct account: If the Secondary User belongs to multiple accounts, make sure they've selected the correct account from their profile menu.
Property access: The primary account owner must grant access to the property under the Secondary User's Properties permissions.
New properties: New properties are not automatically added to an existing Secondary User's access. Review their permissions after adding properties.
Muted properties: Muted properties cannot be managed normally. Only the primary account owner can mute or unmute properties.
Why can't my Secondary User see financial information?
Financial permissions depend on the part of Hospitable they're trying to access.
With Custom access, certain financial information can be granted using the applicable permissions, such as:
Reservations → Display financial data
Calendar → Display pricing
Financial permissions available for Tasks and other supported features
However, payout information and Payments & payouts currently require Full access.
For a complete breakdown, see User Management: Secondary User Permissions.
Why can't my Secondary User access Payments & payouts?
Access to payout information and Settings → Payments & payouts currently requires Full access.
It is not currently possible to give a Custom access Secondary User access to payouts separately.
The primary account owner can change the user's access under:
Settings ⚙️ → User Management
Keep in mind that Full access also provides access to all features and properties.
Why can't my Secondary User access Branding, Languages, Taxes, or Preferences?
These are account-level settings and require the Secondary User to have Full access.
They cannot be enabled individually through Custom access.
See User Management: Secondary User Permissions for the complete list of areas that require Full access.
Why can't my Secondary User connect or manage an Integration?
Custom access can provide access to Integrations, but connecting, removing, or upgrading integrations on behalf of the account requires Full access.
API and MCP access also require Full access.
Why can my Secondary User view Metrics but not edit a dashboard?
Metrics viewing can be available through the applicable Custom access permission.
Editing Metrics dashboards requires Full access, along with access to the applicable Metrics features on the account.
Why can't my Secondary User see User Management?
Only the primary account owner can access User Management and invite, edit, or remove Secondary Users.
Full access does not give a Secondary User permission to manage other users.
Can a Secondary User change Plans & billing?
No. Plans & billing is only available to the primary account owner.
Secondary Users cannot view or make changes to the account's subscription or billing, even with Full access.
Why can't my Secondary User mute or unmute a property?
Muting and unmuting properties can affect the subscription and is only available to the primary account owner.
A Secondary User cannot mute or unmute properties, even with Full access.
Secondary Users and Channel Connections
Can a Secondary User connect Airbnb, Vrbo, or Booking.com?
Secondary Users can access Channel connections when their access allows it.
Keep in mind that only the primary account owner can mute or unmute properties. If connecting a channel creates new properties that need to be activated, the primary account owner may need to complete that part of the setup.
Can the same Airbnb account be connected to different Hospitable accounts?
No. An Airbnb account can only be connected to one Hospitable account at a time.
Listings belonging to the same Airbnb account cannot be split across multiple Hospitable accounts.
If an Airbnb account is disconnected from one Hospitable account and connected to another, all listings associated with that Airbnb account move with the connection.
Before transferring a connection, export any booking, Metrics, or other account data you want to retain.
Why can't my Secondary User see or reply to messages from Airbnb Support?
Messages sent directly by Airbnb Support, such as account notices, policy messages, or safety reviews, are not pulled into Hospitable's unified Inbox.
These messages need to be reviewed directly in Airbnb.
Giving a Secondary User additional Inbox permissions will not make these messages appear in Hospitable.
Secondary Users and Teammates
Can I assign cleaning or maintenance tasks to a Secondary User?
Tasks are assigned to Teammates, not Secondary Users.
If someone needs both operational task assignments and access to Hospitable, you can add the person separately as:
A Teammate for task assignments
A Secondary User for access to Hospitable
The same person can be both, but each user type must be configured separately.
Can a Teammate log in to the main Hospitable app?
No. Teammates use the Teammate Portal to access their assigned work.
If someone needs access to features such as Reservations, Inbox, Calendar, Properties, or other parts of the main app, add them as a Secondary User.
Secondary Users and Notifications
How does a Secondary User set up notifications?
Secondary Users manage their own available notification preferences.
After accepting the invitation and logging in, they can go to:
Settings ⚙️ → Preferences → Notifications
Available notifications depend on their access and permissions.
Push notifications are also controlled through the notification settings on the Secondary User's device.
My Secondary User isn't receiving notifications
Ask the Secondary User to:
Check Settings ⚙️ → Preferences → Notifications and confirm the applicable notifications are enabled.
Check their spam or junk folder for email notifications.
Check their device settings if push notifications aren't appearing.
Confirm they have permission to access the relevant feature.
Notification options may depend on which features the primary account owner has made available to the Secondary User.
Account Ownership and Billing
Does adding a Secondary User cost anything?
No. There is no separate per-user charge for adding a Secondary User.
Can I make a Secondary User the primary account owner?
This cannot be changed directly through User Management.
If ownership of the Hospitable account needs to change, contact Hospitable Support for assistance.
Before transferring or closing an account, export any booking, Metrics, or other data you need to retain and review connected channels and active properties.
What happens to Secondary Users if the primary account is canceled?
Secondary Users lose access to the canceled account.
If they are Secondary Users on other Hospitable accounts, they can continue accessing those accounts.