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Changing or resetting your extranet login details

Updated 3 days ago | 2 min read time
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You can change the password to your extranet account any time, or reset it if you've forgotten it. you can't change the email address you use to log in, but if needed you can add a new user account and delete the old one. 


What’s in this article


Changing your extranet password

Here’s how to change the password you use to log in to the extranet:

  1. Log in to the extranet
  2. Click on Account and then click on Change password
  3. Enter your current password, then enter and re-enter your new password
  4. Click on Save

If you’ve forgotten your password or username – also known as ‘Login name’ or ‘Login ID’ – you’ll need to reset them instead.


Resetting your extranet password

After five failed login attempts you’ll be locked out of your account. If you try to log in again you’ll see a pop-up message asking you to confirm your email address. Click Yes, create my password and you’ll receive a link via email to reset it.

If you’ve also forgotten your username, select Forgot your username? to contact one of our support teams.

Here’s how to reset the password for your extranet account:

  1. Go to the extranet sign-in page
  2. Click on Having trouble signing in? and then click on Forgot your password?
  3. Enter your username, then click on Send reset link
  4. To reset your password, click on the link in the email you receive from us

Adding a new user

You can’t change the email address you or anyone else uses to log in to the extranet. However, the account administrator (also known as the ‘admin user’) can simply create a new user account using a different email address and then remove the old one. Here’s what they need to do:

  1. Log in to the extranet
  2. Click on Account and then click on Create and manage users
  3. Select Add a user then New user
  4. Enter the user’s name and email address, then click on Next step: set up access rights
  5. Select the access rights the user needs and then click on Send invite

Once the user accepts the invite, they can log in to the extranet using the new email address. Be sure to also update the property’s contact details in the extranet if necessary. To remove the old user account, the admin user needs to:

  1. Log in to the extranet
  2. Click on Account and then click on Create and manage users
  3. Click on Manage next to the old user
  4. Select Remove user

To add another property to an account, there are three options 

  1. If the property you’d like to add is not yet listed on our platform, you’ll first need to register it by following the instructions in this article.
  2. If the property you’d like to add is part of the same legal entity as the one linked to your master account, contact us via your extranet inbox so we can add it for you.
  3. If the property you’d like to add is not part of the same legal entity, you can’t add it to your master account. You’ll need to create a separate, non-master login account for this property by following the steps in the following article. Remember to choose a username that’s different from the one you use for your master account.

If you want to change the email address you use to access an extranet account with five or more properties added to it, you’ll need to contact your local partner support team.

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