She moved from Canada to the United States. Then Airbnb banned her.

Jannick Vielleuse moved from Canada to the United States. Somewhere along the way, Airbnb banned her. How can she get unbanned?

Question

I’m locked out of my Airbnb account. I saw an article where you helped someone with a similar issue and hoped you could help me.

I moved from Canada to the United States in 2015 and have changed my number two times since then. My move was initially temporary, but I became a permanent resident in 2021. 

I tried to reset my password but I couldn’t do it through the automated system because the phone number attached to my account was no longer my current number. 

When I tried to log in again, Airbnb denied me access with a notification stating that my account had been removed.

I then emailed Airbnb to ask for more information and they responded that I was not allowed on Airbnb anymore because of something associated with my email and location, but they could not give me more info due to issues with confidentiality.

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I called Airbnb and a representative conveyed that the case was under review. A few days later, an email informed me that my case had been reviewed, and access could not be regained. They said that I was affiliated with someone who is not allowed to use Airbnb. 

I have no clue what they are referring to and they are giving me no information to go by. All of my previous bookings, when I could access my account, had very positive reviews. 

I’m not sure where to go from here. I’m wondering if my account was hacked. But how would I even know? Can they give me more information? Can I rejoin Airbnb under a different email? It’s all so confusing, I would really appreciate your help! — Jannick Vielleuse, Westford, Vt.

Answer

Airbnb should have helped you access your account. And if it couldn’t, it should have at least told you why.

The emails you got about someone being associated with your account are a clue about the true cause of your suspension. But it won’t go on the record to say who you were associated with or why that would lead to the termination of your account. (Related: Denied boarding and stranded overnight. Why won’t Air Canada cover my $178 hotel bill?)

We’ve had numerous cases involving a suspended Airbnb account, and the explanations are always exceptionally vague. That’s understandable, because if Airbnb offered too many details, it would allow the bad guys to game the system. But it’s also frustrating for honest customers like you.

How you can get banned by Airbnb

In its Terms of Service, Airbnb says it may terminate your account for violating its terms or policies, violating applicable laws, or if “we reasonably believe termination is necessary to protect Airbnb, its members, or third parties.”

Also, if your account has been inactive for more than two years, Airbnb may pull the plug on your account without even letting you know. (Here’s our guide to renting a vacation home.)

If Airbnb suspends your account, you can always contact an executive at Airbnb. I list their names, numbers and email addresses on this site.

You reached out to the executives, and they restored your account.

But I wasn’t done. My advocacy team wanted to know why Airbnb had suspended your account.

What happened to your Airbnb account?

I reached out to Airbnb on your behalf, and it confirmed that moving to the United States had nothing to do with your account being frozen. 

“Airbnb reviewed her account information which showed she was connected to a user who had been removed from the platform for violating our safety policies,” a spokesman told me. “We maintain an appeal process for these types of account removals, and upon further review we were able to reinstate her account. We hope to earn her future business.”

It turns out that the user was an acquaintance who had been charged in the January 6 United States Capitol attack.

This is one of the strangest Airbnb cases to date. Until maybe next January 6.