Troubleshooting

The things that actually go wrong, and what each one means.

Signing in and your account#

I did not get my sign-in code. Choose Send another. A code goes only to an email address or a phone number you have confirmed. If you changed your number, confirm the new one under Settings → Sign-in and security.

The link in my email says it no longer works. Links work once, and for a limited time: a confirmation link for 24 hours, a password reset for one hour. Ask for a new one. See Signing in.

I was signed out. Your session timed out, or JourneyStead signed you out to keep your account safe. The sign-in page says which. Sign in again.

There is a banner saying my email is not confirmed. You need a confirmed email to enquire, apply or join a team. Choose Confirm it now.

My account says it will be deleted. You asked for that, and you have 30 days to change your mind. Sign in and choose Keep my account.

Finding and asking#

My message has not been sent. If you are not confirmed yet, it waits, and is sent as soon as you are. If you are offline, it sends when you are back.

There are no viewing times. The landlord has not added any. Ask them in a message. See Booking a viewing.

A search shows nothing. Try fewer filters or a wider area, or save the search and be emailed when something matches. See Searching.

The map says there are more places than it can show. Add a filter, such as a rent range or a campus.

Applying and leases#

I cannot send my application. Your passport may be incomplete, or a co-applicant’s is. The application says what is missing.

My approval ran out. No lease was signed before the date, and the place is free again. Apply again, or ask the landlord.

The lease will not change. Once anyone signs, it cannot. The landlord has to cancel it and draw up a new one. See Leases.

The signing code does not work. A lease code works for 10 minutes. Ask for another.

Money#

A payment does not show. If you have just paid, it can take a few minutes while the bank confirms it.

I cannot pay online. Your landlord has not connected card or debit order payments yet. Pay them the way you agreed.

My debit order is not going through. Your bank asks you to approve it in your banking app. Look for it there. See Paying rent.

Landlords#

I cannot submit a listing. Your email address and phone number must both be confirmed, and the listing needs a description of at least 40 characters, three photos or more, and a price. See Writing a listing.

My listing went off the site. Changing the title, description, house rules or photos of a live listing takes it off until our team has looked again.

A button is missing. Your role does not include it. Ask an Owner. See Your team and their roles.

Rent figures cannot be shown just now. They are read from the invoicing service and it could not be reached. The rest of the page is up to date. Try again soon.

Still stuck?#

Use Contact on the JourneyStead site and say what you were doing and what you saw. If it is a safety problem, such as someone asking for money before you have seen a place, report the listing or the conversation instead. Our team reads every report.