Logging into Hostaway occasionally triggers a login verification email that displays an unfamiliar or incorrect location or leads to issues completing the process. This article outlines potential causes, troubleshooting steps, and solutions to help you resolve these issues smoothly.
Why does a location mismatch occur?
The incorrect location shown during login verification is often caused by one of the following factors:
- Internet Service Provider (ISP): The displayed location is based on your ISP's routing of traffic and is not always accurate. This might appear as a nearby city or a completely unrelated location.
- Geolocation Databases: These databases may not be updated when ISPs assign or reassign IP addresses. As a result, the system links your IP to an outdated or incorrect location.
- VPN or Proxies: If you’re using a VPN, mobile network, or corporate internet connection, your traffic may appear to originate from a different location.
It’s essential to note that this mismatch does not necessarily indicate unauthorized access, provided you recognize the login attempt.
General troubleshooting steps
To address login verification or location-related issues, follow these steps:
- Verify consistency between device and browser: Always complete the login and verification process on the same device and browser. Switching devices or initiating verification on one device (e.g., your computer) and approving it on another (e.g., your phone) will prevent successful login .
- Review your network settings: - Check if a VPN, proxy, or mobile network is altering your location information. Disable these if they’re unnecessary, and attempt to log in again . - Confirm your IP address matches the approximate location shown during verification. Use online IP lookup tools to double-check .
- Clear browser cache and cookies: Incompatibility with cached files may disrupt the process. Clear your browser data or attempt login via private/incognito mode to rule out such conflicts .
- Follow two-factor authentication (2FA) guidance: When entering 2FA codes, ensure accuracy to prevent account lockouts. If locked out due to repeated failed attempts, request technical support to unlock your device .
What to do if the login attempt seems suspicious?
If you encounter a location that you do not recognize or believe the activity is unauthorized, follow these immediate actions:
- Do not approve login requests if you did not initiate the login.
- Reset your account password immediately to log out from unknown devices .
- Enable two-factor authentication (2FA) if you haven’t done so yet, as it adds an additional layer of security .
Why is it important to approve legitimate mismatched login locations?
If you initiated the login and recognize the device, you can safely approve the login request, even if the location appears incorrect. The displayed location is merely an estimate based on IP routing and is not an indicator of unauthorized access . If you continue to experience issues even after following these steps, or if clicking “Yes, it’s me” in the verification email on the same device does not resolve the problem, contact Hostaway's technical support team for further assistance .