Why do I need to verify my account and how do I do it?
As with any business, it's really important that we protect our customers (and ourselves) from potential fraud or misuse. Because of this, we sometimes need to verify accounts to ensure that people are who they claim to be.
Why am I being asked to verify my account?
If you've received an email from us asking you to verify your account, it doesn't mean that you've done anything wrong. We just want a few details to make sure no-one is trying to use your details fraudulently, and that any communication or payouts we send to you will go to the right person.
What happens when I receive a verification request?
A verification request means that our Security team has looked into your account and listings. Therefore, Your.Rentals will temporarily pause your listings until you complete the verification process. During this time, you won't be able to receive any bookings until the verification is done.
Any bookings that you've already received will not be cancelled, so you should still expect to accommodate the guests as planned unless we tell you otherwise. However, payouts for these bookings will be held until the verification process is complete. This means that you won't receive your payouts until this is done.
What do I need to do?
Getting verified is really simple and only takes a couple of minutes. You'll need to digitally upload some documents using our secure online form. As per standard procedures, we will ask you to provide the following documents:
- An ID document such as a passport or driving licence.
- A property document such as a deed or utility bill.
- A self-photo (selfie).
By using standard industry procedures, we ensure the security and reliability of the verification process.
These documents will help us know that you have the legal right to rent the property. If you are not the property owner, please also send us a picture of the owner's ID (if you are a representative, we are obligated to ask for the ID card of the property owner as a required document to validate your account).
Your documents will never be shared with any other party. Any documents you send will be stored for a period of two weeks and then deleted.
We require you to respond promptly to the email request. If you do not respond, you will receive a reminder email a week later. Our email may accidentally jump into your Spam box, please make sure to check all your mailbox to not miss any news from us.
After we receive your documents, it will take 5–7 days for our Trust & Security Team to review them. We will inform you of our decision via email.
How will my documents be used?
Your personal and property documents will never be shared with any third party and will be used only for verification purposes with limited access for Trust & Security Team. After the verification process is finished, your documents will be deleted automatically from our database.
Why am I being asked to synchronise my calendar with other OTAs?
Synchronizing calendars with other OTAs has proven to be an effective screening measure. It demonstrates that you already have a rental history, which helps us verify your identity and rental behavior more efficiently. However, it doesn't guarantee an automatic approval in our verification process, even if you have successfully synchronized your calendar.
What happens if I don't do it?
If you fail to complete the Verification process or respond to the request email, your existing listings will be taken offline, and you will be unable to publish new ones. You will not be able to receive new bookings, but you are still obliged to honour bookings you have already received.
You will be unable to receive payouts during this time, so any money you earn will be held until the verification process is complete.
Under extreme circumstances, we reserve the right to terminate your account.
This is in accordance with the Terms & Conditions you accepted when signing up. The Terms & Conditions state that you agree to 'Provide proof of your identity and legal right to advertise and offer for booking any accommodation described by Listings in your account upon our request.
Why did my account get suspended?
There are several reasons to suspend an account. The most popular reasons are:
- You did not complete the verification process.
- We detected fraudulent behaviour from your account and listing.
- You violated our policy.
What should I do when my account gets suspended?
You can request to re-open/ re-activate your account by sending an email to verify@your.rentals. To fasten the process, you can attach the following documents to your email:
- An ID document such as a passport or driving licence.
- A property document such as a deed or utility bill.
- A self-photo.
Our Trust & Security Team will get back to you as soon as possible to help you with the process.