Troubleshooting

The link expired or was already used. Email links are single use. Ask for a new one from Sign in or Forgot password.

I signed up with Google and the password does not work. There is no password on that account. Use the Google button.

The Google button is not there. A provider is only offered when it is connected, because a button that leads to an error page is worse than an absent one. Use email in the meantime.

Somebody reserved or paid for the same nights a moment before you. Nothing has been charged. Pick different dates, or open the listing calendar to see what is actually free. The database refuses overlapping stays outright, which is why this can never turn into two people arriving at one door.

The agent sets a minimum stay and a maximum number of guests. The message names the number you need to meet, so add the nights or lower the party. If neither works, search again with the guest filter set and you will only be shown places that take your party.

The card was refused. Nothing was taken and your dates are still held. Try again, try another card, or pay from your wallet.

Money left my account and the booking still says unpaid. Open the booking again first: the settlement often lands a moment after you return. If it still says unpaid, contact support with the payment reference from your wallet statement or from the booking. A reference is unique, so it can be traced.

I tapped pay twice. You were not charged twice. A repeated attempt replays the first answer rather than taking money again.

Card payment is not offered. Then it is not connected yet, and the screen says so rather than failing at the last step. Your booking is untouched and your dates are still held.

Refunds land in your Vallo wallet, usually within minutes, not back on your card. Check the wallet statement first. From there, withdraw to your bank: a bank transfer takes as long as your bank takes. If nothing appears in the statement, contact support with the booking reference.

The wallet shows what you can spend, which is your settled balance minus any withdrawal that has been requested and has not landed yet. That money is not missing, it is committed. The statement shows it as a pending movement.

They appear only once your booking is confirmed, and confirmed means paid or accepted and settled. Until then the listing tells you the estate has a gate and that the details arrive on confirmation. If your booking is confirmed and they are still not there, the agent has not filled them in: message them, and report the listing if you get no answer.

Report it before or at check-in, from the listing itself, and choose Not as described. Take photographs. A property that is materially not what was listed is a full refund whenever it happens, but the report has to exist for that to be actionable.

Around has a switch, and it is off while something is being fixed. Nothing you posted is gone and nothing you joined is lost. Everything else on the platform, including booking and your wallet, carries on working.

Vallo installs as an app and keeps working on a bad connection, with an honest offline screen rather than a blank one. If a page shows an error, the back control follows your real history rather than guessing, so you will not be thrown to the top of the product. If it persists, tell us what you were doing through the contact form.

The help centre is searchable and answers most of it. Beyond that, contact support and a person replies within one business day. Include a reference where you have one: it is the fastest way to get a real answer instead of a conversation.