Help centre
Answers when you need them.
Accounts, verification, payments, bookings, hosting, and disputes — plus a way to reach a person when these pages are not enough.
Browse by topic
Where would you like to start?
Your account
Signing in, changing your email, and turning on an authenticator app.
Verification
What each level asks for and how long a check takes.
Payments & escrow
When money is held, when it is released, and how refunds work.
Bookings
Inspections, confirmations, and what to do if a space is not as described.
Hosting
Listing, verification, and getting paid as a host.
Disputes
When and how to raise a concern while payment is still held.
Your account
Signing in and security.
I did not get my confirmation code.
Check spam first, then request a new code from the confirmation screen. Codes expire, so the newest one is the one that works.
How do I turn on two-factor authentication?
Open your account settings and enrol an authenticator app. You will be given recovery codes — store them somewhere other than your phone.
I have lost my authenticator and my recovery codes.
Contact support with the email on the account. We will verify your identity before making any change, which takes longer than a code would.
Can I change the email on my account?
Yes, from account settings. The new address has to be confirmed before it becomes your sign-in.
Verification
Proving who you are.
Why do I need to verify at all?
Browsing needs nothing. Verification is asked for at the point where money or keys change hands, and the level asked for matches what is at stake.
What are the verification levels?
Level 0: email confirmed — browse and message. Level 1: phone and government ID — required to list. Level 2: address and ownership evidence — required for yearly rentals and property sales.
How long does a check take?
Most identity checks complete quickly. Ownership evidence for a yearly rental or a sale is reviewed by a person and takes longer.
Who can see my documents?
Nobody else using Keyvata. Other users see only whether you are verified, never the document itself.
Payments & escrow
Where your money sits.
When is my money released to the host?
After you confirm the space is as described, or shortly after check-in for a short stay. Until then it is held in escrow.
How do refunds work?
If a booking fails before release, the held payment is returned. Once funds are released, a refund is a matter between you and the host, with our support if it is disputed.
A host asked me to pay by transfer. Is that allowed?
No, and it is the clearest warning sign there is. A payment outside Keyvata cannot be held, traced, or returned. Report the host.
Bookings
Inspections and confirmations.
The place is not as described. What now?
Raise it straight away, while the payment is still held. Send photographs through the app so the evidence sits on the booking.
Can I cancel after paying?
Each listing states its cancellation terms before you commit. Those terms are what we apply.
How do I arrange an inspection?
Request it from the listing. Keeping it in the app means there is a record of the appointment for both sides.
Hosting
Listing and getting paid.
Who can host on Keyvata?
Landlords, short-stay hosts, venue operators, and sellers with verified accounts. Your account type must include hosting — contact support if you need it enabled.
When do I get paid?
After the guest or tenant confirms the space matches what was described, or after check-in for short stays. Until then funds stay held.
What if a listing is rejected?
You will see the reason in your host workspace. Fix the issue and resubmit — common causes are unclear photos, missing fees, or incomplete verification.
Disputes
When something goes wrong.
When should I open a dispute?
As soon as something is wrong and while payment is still held, if possible. The earlier we know, the more options there are.
What evidence should I include?
Photographs, messages sent through Keyvata, and a clear description of what differs from the listing. Off-platform messages are harder to verify.
How long does review take?
We aim to acknowledge quickly and review within a few business days. Complex cases with ownership or sale documents take longer.
For urgent safety concerns, open a support ticket or read our trust & safety guidance.
Still need help?
Send us the details and we will pick it up. Include the listing or booking reference if you have one.