How to Troubleshoot and Resolve Login Issues with Hostaway

Login issues with Hostaway can occur for a variety of reasons, including two-factor authentication failures, browser-related problems, or email provider interference. This article outlines practical steps to resolve these problems and regain access to your Hostaway account.

Common Troubleshooting Steps

1. Browser-Related Issues

Login problems may stem from browser settings or conflicts. Follow these steps to address common browser issues:

1. Clear Browser Cache and Cookies: Old session data can interfere with login functionality. Clear your browser’s cache and cookies to remove potential obstacles.
2. Use Incognito or Private Browsing Mode: Open an incognito/private window in your browser (e.g., Chrome or Safari) and log in from there to bypass caching problems.
3. Disable Browser Extensions: Ad blockers or privacy extensions might disrupt the login or two-factor authentication process. Disable non-essential extensions and try again.
4. Switch Devices or Browsers: If issues persist, try logging in from another device or browser to eliminate device-specific configuration problems.

2. Email and Two-Factor Authentication Problems

Two-factor authentication (2FA) issues, especially when email approval is required, are common. Ensure email communications from Hostaway aren’t being blocked.

Whitelisting Hostaway Emails in Gmail

If you do not see the 2FA email, your email provider might be filtering these messages as spam. Follow these steps to whitelist Hostaway’s email address (noreply@hostaway.com):

1. Log in to your Gmail account.
2. Navigate to Settings: Click the gear icon in the top-right corner and select See all settings.
3. Go to the Filters and Blocked Addresses tab.
4. Click Create a new filter.
5. Enter noreply@hostaway.com into the From field.
6. Check Never send it to Spam, and optionally mark it as important or categorize it into the Primary inbox.
7. Save the filter by clicking Create Filter.

Resolving Issues with the “Magic Link”

Hostaway’s two-factor authentication uses a Magic Link system. To complete the login process:

• Ensure the email containing the Magic Link is opened on the same browser and device where the login was initiated. Opening the link on a different browser or device will fail.
• If you cannot access email through the device where you’ve initiated login, either: - Use the Hostaway mobile app and log in with SMS-based two-factor authentication codes.- Attempt login on a different device where both email access and Hostaway can function seamlessly within the same browser.

Mobile App Login as an Alternative

If browser-based login is persistently failing, use the Hostaway mobile app:

1. Download and install the Hostaway mobile app on your device.
2. Use SMS-based two-factor authentication codes to log in. This bypasses Magic Link usage altogether.

Handling Persistent Login Problems

If login issues persist:

• Confirm that your password is correct or perform a password reset if necessary. Reset options are available on the Hostaway login page.
• Contact Hostaway Support or consult your organization’s IT department for further assistance, especially if technical restrictions like firewalls are suspected.

Conclusion

Following these troubleshooting steps should resolve most login issues experienced by Hostaway users. As a general best practice, keep your browser updated, maintain access to your registered email, and use SMS-based verification on the mobile app when needed.