Partner accounts
What it does
Section titled “What it does”Partner accounts lists every hotel owner who signed up at /partner, and every sign-up that is not finished yet. Use it when an owner is stuck: their email or mobile code never arrived, they typed a wrong number, they forgot their password, or they want an account or application removed. Every action is on the row’s menu, every one asks why, and the reason is kept in the audit trail.
Who can use it
Section titled “Who can use it”Upstay operators who can see the Hotels area. A sales rep cannot open this page.
Where to find it
Section titled “Where to find it”Partner accounts under Hotels in the rail. Search with Search name, email or mobile, and filter with All, Verified, Not verified or Unfinished sign-ups. Each row’s Actions menu holds the same actions as the owner’s file (Open).
How to onboard an owner whose codes never arrived
Section titled “How to onboard an owner whose codes never arrived”- Find the owner and open the row’s menu.
- Choose Issue an email code to read out or Issue a mobile code to read out, give the reason, and read the code out on the call. The code is shown once, here; nothing is sent. The owner types it on their screen.
- Or choose Mark email verified / Mark mobile verified, give the reason, and confirm.
- Once both email and mobile are verified, the owner’s account and an empty application are created, and the owner can sign in with the password they chose.
How to fix an owner’s details
Section titled “How to fix an owner’s details”- Choose Edit name, email or mobile.
- Correct Name, Email or Mobile, and fill Why (required, kept in the audit trail).
- Click Save. A changed email or mobile must be verified again and signs the owner out.
How to reset a password
Section titled “How to reset a password”- Send reset link by email or Send reset link by SMS sends the owner a link to set a new password.
- Show reset link shows the link once so you can send it yourself.
Each link works once, for 30 minutes. Either way, a locked account is unlocked.
How to remove an account or an unfinished sign-up
Section titled “How to remove an account or an unfinished sign-up”- For an unfinished sign-up, choose Discard unfinished sign-up. The owner can sign up again.
- For an account that owns no hotel, choose Delete account. The account, its drafts, photos and documents go. It cannot be undone.
- To remove one application, open the owner and click Delete beside it under Applications. Its rooms, photos and documents go too.
Tips & good to know
Section titled “Tips & good to know”- An issued code is the same kind of code the owner would have received; it replaces any code sent earlier for that channel.
- The audit trail records the reason for each action, never the code or the link.
- Delete account is not offered once the owner has a hotel on Upstay.
Troubleshooting
Section titled “Troubleshooting”- “An account with these details may already exist. Sign in or reset your password.” → The email or mobile belongs to another owner. Check the details with the owner.
- “An approved application cannot be deleted; suspend or delist the hotel instead.” → Use All hotels to suspend the hotel or turn off Listed on Upstay.
- “This owner has a hotel on Upstay, so the account cannot be deleted. Suspend the hotel instead.” → Suspend the hotel from its hotel file.
- “No partner account matches” → Try part of the email or the last digits of the mobile.