👀 This article covers Secondary Users only. Secondary Users are people you invite to a modified version of your Hospitable account to view or help manage your listings using their own login credentials. Some examples are a co-host, property manager, or assistant. Secondary users have custom permissions, allowing them to have limited or full access to your account.
Looking for something else?
Want to assign tasks (cleaning, maintenance, etc.)? → You need a Teammate, not a Secondary User. Teammates are not covered in this article. Instead, view these:
Want to give property owners a view into their revenue and property's performance? → You need the Owner Portal
Note: A person can be both a Teammate and a Secondary User. These are set up separately. Only secondary users are covered in this article.
This article covers the most common questions and issues related to User Management (secondary users) in Hospitable.
For step-by-step setup guides, visit the User Management section of our Help Center.
What is a Secondary User?
A Secondary User is someone you invite to your Hospitable account with limited, customizable permissions. They log in to Hospitable with their own email and password and can access parts of your account based on the permissions you grant.
Common use cases:
A co-host who needs to view reservations and respond to guests
An assistant who manages the calendar and pricing
A property owner wants read-only access to their calendar and messages
Secondary Users vs. Teammates — quick comparison
Feature | Secondary User | Teammate |
Purpose | View or help manage listings | Handle operational tasks (cleaning, maintenance, check-ins) |
Has their own login? | Yes | Optional. Teammates can be invited to the teammate portal; this is separate from https://my.hospitable.com |
Can be assigned tasks? | No | Yes |
Permissions | Customizable per listing/feature | Access to tasks/jobs, messages, and their payouts |
Cost | None. Unlimited secondary users with the Host, Professional, and Mogul plans | None. |
What is the difference between a Teammate and a Secondary user?
Teammates:
Can be assigned tasks and receive notifications or reminders
Have a role, such as cleaner or concierge
Can be automatically assigned tasks using Task rules
Do not have access to log in to the Hospitable app
Can have access to their own teammate portal
Secondary users:
Can access a modified version of the primary user's Hospitable account
Depending on their permissions, they may be able to view reservations, assign tasks, edit Messaging rules, and much more.
Secondary users do not have tasks assigned to them
A person can be added as both a Teammate and a Secondary user. For example, you could add a cleaner as a Teammate (so they receive task assignments) and also as a Secondary user (so they can log in and view tasks on the Calendar). These must be set up separately.
In this article, we will discuss Secondary Users specifically.
How to invite a Secondary User
Go to Settings ⚙️ → User Management
Click "+Invite a user"
Add their name and email address
Make sure to confirm their email was entered correctly; this is the email their invitation will be sent to
Choose their permissions
Full access gives the user full permissions and access to your Hospitable account. Note, however, that secondary users do not have access to billing, muting or unmuting properties, or accessing API keys.
Custom access allows you to set which permissions the user will have.
If custom access is selected, go to Permissions and configure access settings. See details here.
Click "Invite"
The invited person will receive an email with a link to set up their account.
Permission options for Secondary Users
Full access
Gives the user full permissions and access to your Hospitable account, except for:
Billing: Secondary users cannot view or request any changes to your Hospitable account's subscription
Muting and unmuting properties: Secondary users cannot mute or unmute properties
Connect apps: Only the account owner can connect apps from the Apps page
Invite new secondary users: Only the account owner can invite new users.
Custom access allows you to set which permissions the user will have.
If custom access is selected, go to Permissions and configure access settings. See details here.
Set Permissions: If you selected Custom access, you'll need to choose which of these to add to the secondary user:
Permission | Optional Sub-Permission | Description |
Reservations |
| (Can not be removed) |
Reservations | Display financial data | View the fees for a reservation |
Reservations | Manage Reservations | Add manual reservations & update manual reservations |
Inbox |
| Access to the inbox to message guests and accept or decline bookings. |
Calendar |
| Access the calendar |
Calendar | Display pricing | Display nightly rates |
Calendar | Update pricing and min stay | Ability to edit the nightly rate & min stay |
Calendar | Update availability | Ability to block out dates on the calendar |
Properties |
| View & update property information & tags. |
Guest Experience |
| Full access to Guest Experience |
Operations |
| Full access to Operations |
Tasks |
| View tasks associated with Properties they have access to in the Properties Scope
**Tasks can still only be assigned to Teammates added in the Operations section** |
Tasks | Update their tasks | Update tasks assigned to the user (There must be an email match between the user and their Teammate profile) |
Tasks | Update all tasks | View & update all tasks, regardless of assignment |
Apps |
| Full access to Apps |
Metrics |
| Full access to Metrics |
Direct |
| Full access to the Direct booking site |
Direct | Display financial data | Allows access and visibility to Payout Methods and Payout History |
Devices |
| View Access to the Device Dashboard and Setup page |
Devices | Create, Update, Delete, Lock/Unlock | Write capabilities to the Devices Dashboard and Setup Page |
How to edit a Secondary User's permissions
Go to Settings ⚙️ → User Management
Click on the Secondary User you want to edit.
Adjust permissions as needed.
Click update.
How to remove a Secondary User
If you no longer wish to grant a secondary user access, you can revoke it immediately.
Go to Settings ⚙️ → User Management
Click on the Secondary User you want to edit.
Adjust permissions as needed.
Click Delete user.
The changes will take effect immediately.
Frequently Asked Questions & Troubleshooting
My Secondary User didn't receive the invitation email
Check that you entered the correct email address.
Ask them to check spam, junk, and promotions folders for emails from
[email protected].If needed, you can remove them and re-add them. This will send a new invitation.
If you are the host and the secondary user hasn't received their invitation email:
Verify that the correct email address is entered in their User Management profile.
Ask the secondary user to check their junk or spam folders for emails from
[email protected]. They should mark the message as "not junk" so future emails from Hospitable are delivered normally.
If you are a secondary user and have not received the invitation email:
Confirm your email address with the primary user.
If you don't see the email from
[email protected], confirm with the primary user that the invitation has already been sent, and that access has not been revoked.
My Secondary User can't log in
Once they've accepted their invitation, they should log in from https://my.hospitable.com/
They should use the same email address that the invitation was sent to when logging in
See Troubleshooting Login & Account Access Issues for more help.
Can a Secondary User connect their own Airbnb/Vrbo/Booking.com account?
Yes, secondary users can connect new channels if they have the correct permissions. If you're a secondary user and don't have access to the Channel connections page, contact the primary user to update your user permissions. Hospitable cannot change user permissions.
Note that, when a secondary user connects a new channel, all properties created by listings on that channel will be muted. Only the primary user can unmute them.
I want to assign cleaning or maintenance tasks to someone. Is that a Secondary User?
No — for task assignment, you need a Teammate. Secondary Users can view and manage listings, but they can't be assigned operational tasks. Learn how to add a teammate here.
Can I have multiple Secondary Users?
Yes, all users on the Host, Professional, and Mogul plans can have unlimited secondary users.
What's the difference between a Secondary User and an Owner's Portal?
The Owner's Portal gives your property owners a clear, organized view of their revenue and their property's performance. The Owner's Portal is a separate portal and does not give access to your Hospitable account.
The Owner's Portal is only available to Mogul users with a manager business model. If you'd like to invite your owner to the Owner's Portal, follow the steps here.
Alternatively, an owner can be added as a secondary user if you'd like to give them customized access to your Hospitable account.
Can a Secondary User change billing?
No. Secondary users cannot make changes related to subscriptions. If you're a secondary user and would like to change the subscription type, payment details, or view billing, ask the primary user. For security reasons, Hospitable's support team cannot share subscription details with a secondary user.
Can a secondary user belong to multiple Hospitable accounts?
Yes. One email address can serve as a secondary user for multiple primary accounts.
However, an email address cannot be both a primary and a secondary user. You'll need to use a different email address for your primary account.
When the secondary user logs in, they can switch between accounts by clicking their profile photo in the bottom left corner. The interface will display only the data for the selected account.
I'm getting an error when adding a secondary user
If you see an error like, "A user with this email address already has a Hospitable.com account of their own, and cannot be added as a secondary user to your account," it means the email address is already connected to another primary Hospitable account.
An email address that is already connected to a primary Hospitable account cannot also be used as a secondary user on a different account. These are two separate account types and cannot share the same email.
To resolve this, invite the secondary user with a different email address.
Alternatively, upon request, Hospitable Support can migrate a primary user account to a secondary account. Migrating a primary account to a secondary account permanently removes the primary account and all associated data.
The invitation link gives an error or says "unauthorized"
If the secondary user clicks the invitation link and sees an error:
Clear browser cache and cookies, or try opening the link in an incognito/private window.
Make sure they are not already logged into a different Hospitable account. If they are, log out first, then click the invitation link again.
Check that the invitation hasn't expired or been revoked. The primary user can verify this in Settings → User Management.
If none of these steps resolve the issue, contact Hospitable Support with the email address used for the invitation and a screenshot of the error.
How do I resend a pending user management/secondary user invitation?
If the secondary user cannot find the email, you'll need to reinvite them.
Go to Settings → User Management.
If their name shows a Status of "pending invite" and they cannot find the invitation, click on their name
Scroll to the bottom and delete the user
Follow the steps to add a new secondary user.
This will trigger a new invitation.
The secondary user will receive a fresh invitation email. Make sure they check their spam folder if it doesn't appear within a few minutes.
The invitation has been pending for days — what should I do?
If the invitation shows as "pending" and the secondary user has not received or accepted it after several days:
Confirm the correct email address is listed in User Management.
Ask the secondary user to check for the email from a different device or email client.
Try deleting them as a user and re-adding them (see above).
If the issue persists after re-sending, contact Hospitable Support for assistance.
How do I change a pending secondary user's email address?
If a secondary user's invitation is still pending and their email address was entered incorrectly:
Go to Settings → User Management.
Add a new secondary user with the correct email address.
Send a new invitation.
The secondary user will receive a fresh invitation email. Make sure they check their spam folder if it doesn't appear within a few minutes.
Secondary users who have already accepted their invitation can change their email address and/or password by logging into their own account, selecting their profile photo on the bottom of the menu, and navigating to personal info (email) or security (password). See more here.
Secondary User FAQs
How can a secondary user change their own email address?
Secondary users who have already accepted their invitation can change the email address (and password) on their own account. The primary user cannot do this on their behalf.
To update your email as a secondary user:
Log in to your Hospitable account.
Click your profile photo in the bottom-left corner of the menu.
Select Your profile.
Select Personal info.
Locate the Email field and remove the current email address.
Enter your new email address.
Click Save in the top-right corner.
Confirm via the verification email sent to your old address.
What if the new email is already in use?
An email address cannot be shared between a primary account and a secondary user account, or between two primary accounts. If you see an error saying the email is already in use, the email must first be removed or changed on the other account. See Account Details: How to Change Personal Details, Email, and Info for more details on email address requirements.
What if I don't receive the verification email?
Check your spam or junk folder and ensure emails from [email protected] are not being blocked. If the email still doesn't arrive after a few minutes, your email provider may be suppressing it.
Contact Hospitable Support and let the AI bot, Smarty, know you are not receiving any login emails. The support AI bot (Smarty) can quickly remove the suppression for you. You can then try triggering the email again and see whether or not it arrives in your inbox.
For a full step-by-step guide (with screenshots) on changing your email address — for both primary and secondary users — see Account Details: How to Change Personal Details, Email, and Info.
I'm a secondary user, and I see "You do not have the permission to access this account"
This message means the primary account owner has removed or changed your access. Contact the account owner directly to restore your permissions.
Hospitable Support cannot add a secondary user back to an account. Only the primary user (account owner) can manage secondary user access.
I'm a secondary user. Why can't I see the User Management page?
Only the primary user (account owner) has access to the User Management page. Secondary users cannot view or manage other users on the account.
I'm a secondary user. Why can't I change billing or cancel the account?
For security reasons, only the primary user can make changes to billing or the subscription. If you need billing changes, ask the primary account owner to complete them. Support cannot share billing details with secondary users.
Why can't I mute or unmute a property?
Because it affects billing, muting and unmuting properties are only available to the primary Hospitable user (account owner). If you need a property muted or unmuted, contact the account owner to do this for you.
What can the primary user (owner) access?
The primary user has full access to all features, settings, and billing.
What can a secondary user access?
Secondary users have access are permissions-based. The primary user controls which permissions each secondary user has.
If a secondary user sees a "You do not have permission" error, the primary user needs to update their permissions in Settings → User Management.
Note on Owner Statements: Access to Owner Statements is permissions-based and requires a Mogul plan. Secondary users on non-Mogul accounts will not see this option regardless of permissions.
What does "permissions-based" mean?
When you add a secondary user, you choose which parts of Hospitable they can access. This includes features like Calendar, Messaging Rules, Devices, Operations, and Direct bookings. Each can be individually enabled or disabled by the primary user. See more here.
Can a secondary user access Billing & Subscription settings?
No. Only the primary user can manage billing and subscription settings.
My secondary user is getting a "permission denied" error — what do I do?
The primary user should go to Settings → User Management → select the secondary user → review their permissions. Enable access to the specific feature they need. Changes take effect immediately.
I'm a secondary user. Why can't I see a feature or property I expect to have?
Secondary users have permissions set by the primary account owner. If a feature or property is missing, the primary user may not have granted you access to it. Contact the account owner to check and update your permissions; Hospitable's support team cannot update your access.
I'm a secondary user. Why can't I view the calendar or update pricing or availability?
If you're a secondary user, you need specific permissions to update the calendar. You need the following permissions enabled by the primary account holder:
Calendar
Display pricing
Update pricing
Update availability and min stay
I'm a secondary user with full access. Why are new listings or properties muted?
When a new property is connected by a secondary user, it is automatically muted. This happens because secondary users cannot make changes to billing, and new properties affect the subscription.
The primary user can unmute the property to make it active.
Secondary User Visibility Problems
If a secondary user cannot see certain properties, check the following:
Correct host profile selected: The secondary user should click their name in the menu to confirm they have selected the correct host profile (relevant for secondary users with access to multiple Hospitable accounts). Each profile shows only its associated properties.
Property sharing: The primary user must explicitly grant access to certain properties with the secondary user. If a property hasn't been shared, it won't appear.
Secondary Users and Notifications
How does a secondary user set up notifications?
After accepting the invitation and logging in, secondary users can configure their own notification preferences in Settings → Preferences → Notifications. The primary user does not control notification settings for secondary users — each secondary user manages their own.
Secondary users receive the following notifications:
Receive email notifications when a message is sent
Receive notification emails when guest ID verification is required
Enabled daily digest email
My secondary user isn't receiving notifications
If a secondary user is not receiving notifications:
Check notification settings. The secondary user should go to Settings → Preferences → Notifications and verify that the notification types they expect are enabled. After accepting an invite, notifications are not automatically turned on — the secondary user must enable them and press save.
Check email delivery. If email notifications are enabled but not arriving, have the secondary user check their spam/junk folder and add Hospitable to their safe senders list.
Check permissions. Notifications may only be available if the primary user has granted the secondary user access to the relevant feature. For example, a secondary user won't receive message notifications if they don't have access to Reservations.
Can the primary user control which notifications a secondary user receives?
Not directly. The primary user controls which features the secondary user has access to (via permissions), and this indirectly affects which notification types are available. But the secondary user chooses which available notifications to enable in their own settings.
Login Troubleshooting for Secondary Users
I'm a secondary user and I can't log in
If you're unable to log in as a secondary user, try these steps in order:
Double-check your email address. Make sure you're logging in with the same email address the primary user used to invite you. It must match exactly.
Reset your password. Go to the Hospitable login page, click "Forgot password," and follow the steps. Check your spam folder if the reset email doesn't appear.
Clear your browser cache and cookies, or try logging in from an incognito/private window.
Try a different browser or device to rule out browser-specific issues.
Make sure your access hasn't been revoked. Contact the primary account holder to confirm your account is still active in User Management.
If you're still unable to log in after trying all of the above, contact Hospitable Support with your email address and a screenshot of any error message.
I'm a secondary user and see a blank page or loading screen after logging in
This is usually a browser issue. Try the following:
Clear your browser cache and cookies.
Disable any browser extensions (especially ad blockers) and try again.
Try a different browser or incognito mode.
Make sure your browser is up to date.
If the issue persists, contact Hospitable Support.
I'm a secondary user — how do I reset my password?
If you've previously accept the invite from the primary owner, go to the Hospitable login page and click "Forgot password." Enter the email address associated with your secondary user account. You'll receive a reset link via email. Check your spam or junk folder if it doesn't arrive within a few minutes.
Account Ownership & Transfer
Can I transfer my primary Hospitable account to someone else?
Hospitable does not currently offer a self-service account transfer option. If you need to change who the primary account holder is — for example, if you're selling your properties or want your co-host to take over — contact Hospitable Support.
When you reach out, include:
The email address of the current primary user
The email address of the person who should become the new primary user
Confirmation that both parties agree to the transfer
Important: An account transfer may affect billing, connected channels, and existing settings. Support will walk you through the process and any implications before making changes.
Can I make my secondary user the new primary account holder?
Not directly. A secondary user cannot be promoted to primary through the dashboard. Contact Hospitable Support to request this change. The Support team will handle the transition, which may include migrating billing responsibility and re-linking connected channels.
Billing & Subscription for Secondary Users
Does adding a secondary user cost anything?
No. Secondary users do not cost anything to add. There is no per-user charge for secondary users.
The Host, Professional, and Mogul plans have unlimited secondary users.
What happens to my secondary users if I cancel my subscription?
If the primary account holder cancels their Hospitable subscription, all secondary users will lose access to that account.
If the secondary user only has access to that one primary account, they will not be able to log in to Hospitable at all. If they are a secondary user on other accounts as well, they will still be able to access those.
I was charged after adding a secondary user — why?
Adding a secondary user itself does not incur a charge. Secondary users are included with the Host, Professional, and Mogul plans.