Common Issues and Solutions

## Login and account issues

I cannot log in with my magic link

Magic links expire after a short period. If your link has expired, request a new one from the login screen. Make sure you are checking the same email address you registered with.

If magic links are not arriving, check your spam/junk folder. Add noreply@supernest.com to your contacts to prevent future filtering.

I want to switch between host and guest mode

If you have both host and guest roles, go to Settings and use the Role Switcher. You will see a toggle at the top of the settings screen that lets you switch between Host mode and Guest mode.

AI concierge issues

The AI gave an incorrect answer

First, check your property knowledge base for accuracy. Go to your property settings and review the relevant section (facts, guide, or approved answers).

If the property data is correct but the AI misinterpreted the question, use the "Report Issue" button on the AI suggestion card. This helps us improve the AI for your property type.

In the meantime, edit the AI response before sending or send a manual response.

The AI is not answering questions I expect it to handle

The AI can only answer from information in your knowledge base. Common gaps:

• Missing house guide sections (how to use appliances, troubleshooting)
• Incomplete property facts (parking details, access instructions)
• No local recommendations added

Run the "Knowledge Base Audit" from your property settings to identify gaps.

Notification issues

I am not receiving push notifications

1. Check that notifications are enabled for SuperNest in your phone settings
2. In the app, go to Settings > Notifications and verify your preferences
3. Make sure you have a stable internet connection
4. Try logging out and back in to refresh your notification token

I am receiving too many notifications

Go to Settings > Notifications and customize which events trigger push notifications. You can disable notifications for low-priority events while keeping critical alerts (escalations, incidents) active.

Guest app issues

A guest says they cannot access the app

Verify the guest has a valid invite. Go to the stay detail and check the invite status. If it shows "Sent," the guest should check their email or SMS for the magic link.

If the guest does not have a smartphone, share the web fallback URL which provides basic stay information in a browser.

If the guest installed from an app-store link, confirm the invite code still appears on the invite page. SuperNest preserves invite attribution through deep links, QR handoff, and waitlist fallback links.

Guest app shows outdated information

Property updates appear in the guest app after the latest stay data is refreshed. If information appears stale, ask the guest to pull-to-refresh on their home screen. If the issue persists, check that your property edits were saved successfully.

Paid offers or partner links are not showing

Paid requests and partner offers are automatically suppressed during active incidents, unresolved access issues, safety concerns, refund requests, host escalations, missing check-in details, or high negative-sentiment risk. Free support and service recovery options remain available.

Still need help?

Contact support@supernest.com or use the in-app support chat. Support response times depend on your plan, escalation status, and support coverage window.