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Reset pre Arrival form when ID is uploaded incorrectly

When a guest uploads incorrect ID, it is critical that we can reset and request an updated version of the guest's ID to replace the incorrect upload.

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  • Keisha Saintil commented  ·   ·  Report

    I experienced this exact issue today (July 2026). My guest accidentally uploaded a selfie instead of a government-issued photo ID. Neither the guest nor I were able to replace the uploaded document after the form was submitted. I had to contact Hostfully Support, and they informed me that the Guest Information Form must be reset before the guest can upload the correct ID.

    My guest is checking in within two days, so I'm hoping the reset can be completed quickly. This process is time-sensitive and requires unnecessary support intervention for what should be a simple document replacement.

    It would be extremely helpful if guests (or hosts) could replace an uploaded ID without having to reset the entire form. This would save time for guests, hosts, and the Hostfully Support team.

  • first_name_unknown last_name_unknown commented  ·   ·  Report

    No, that is not correct. We, the hosts, do NOT have the functionality to reset the pre-arrival form of our guests. We can NOT re-upload their ID onto the system on their behalf. As of today, if I have a guest who uploads an expired or invalid photo as their ID photo, I need to reach out to hostfully tech support, ask you to reset their pre-arrival form link (which takes anywhere from 1-3 days!!) and then I need to ask the guest to fill out the pre-arrival form again with the correct ID. This is a hugely disruptive and time consuming process. This can be avoided if we had the option to simply replace their ID on file with a current photo. This way the new photo could be kept on file in the system with all the rest of the guest's reservation information.

  • Samantha Hurley commented  ·   ·  Report

    Currently, we have to contact Hostfully’s support to have this done. It would save them time to make this a feature.