What Coliving support can — and can't — do

Coliving support helps with platform-related issues. We don't replace lawyers, insurance, police, or your own operational judgement. Knowing the boundary saves time when something goes wrong.

What Coliving support CAN do

Platform mechanics

Reset passwords, recover account access.
Reverse payment processing errors.
Re-route a payout that bounced.
Update your account details when you can't do it yourself.
Sync a calendar that's misbehaving.

Bookings and payments

Investigate why a payout is delayed or failed.
Mediate communication when you and a resident are stuck.
Issue refunds within the bounds of the cancellation policy.
Apply manual adjustments to a booking when there's a valid reason.

Trust and safety

Review disputes (damage, refunds, rule violations) and issue binding decisions.
Suspend or ban resident accounts that violate our terms.
Coordinate with law enforcement when legally required.
Act on serious safety reports 24/7.

Listings and account

Help debug why a listing isn't appearing in search.
Review listing quality and offer guidance.
Process appeals against listing suspensions.

Documentation

Generate booking history, payout statements, and other records.
Issue corrected invoices.

What Coliving support CANNOT do

Legal matters

Provide legal advice.
Represent you in disputes outside the platform.
Enforce off-platform agreements between you and a resident.
Override local rental, tax, or zoning law.
Initiate or join lawsuits on your behalf.

Insurance

Insure your property or liability.
Pay for damage above what the dispute process supports.
Replace business interruption insurance.

Emergency response

Dispatch police, ambulance, fire, or rescue services.
Physically remove a resident from your property.
Provide on-the-ground crisis response.

Local compliance

Apply for short-term rental permits.
File your taxes.
Verify you're compliant with local rules — that's your responsibility.

Subjective decisions

Decide whether to accept a specific resident (your decision, within anti-discrimination law).
Set your prices, rules, or availability.
Resolve personal disagreements that aren't tied to a platform action (e.g. between two co-residents who have no booking-related issue).

Off-platform problems

Resolve disputes about payments made outside Coliving.
Help with bookings made through other platforms.
Mediate WhatsApp/email conversations we can't verify.

What to do when support can't help

Issue	Where to go
Legal advice	Local lawyer (many offer free first consultations)
Property damage above dispute cap	Insurance
Tax filing	Accountant
Short-term rental licensing	Local government
Immediate safety threats	Local emergency services
Mental health crisis	Local mental health helpline
Police-level criminal matter	Local police

How to make support faster when it CAN help

Give the booking number in every message.
One issue per ticket, not five things in one email.
Attach what's needed the first time — back-and-forth slows everything.
Be specific about the outcome you want. "Please refund €450 to cover the broken mattress" beats "please help with this resident."
Stay factual. Tone affects nothing in the decision but everything in how fast you get a useful response.

Frequently asked questions

Q: Can support call me? A: For most issues, conversations are written. For escalated cases (serious incidents, complex disputes), a phone call can be arranged.

Q: Why does support sometimes seem to side with residents? A: Specialists weigh evidence, not party. Outcomes that feel unfair often trace to documentation gaps — strong photo/Inbox evidence dramatically improves host outcomes.

Q: Can I get a manager when I'm unhappy with a response? A: Yes. Ask to escalate. Provide the specifics of why you're unhappy and what outcome you're seeking.

Q: What hours is support available? A: Standard ticket response: business hours. Serious safety: 24/7.