Unfortunately, with the launch of the new HomeExchange site, some of our members experienced problems with their accounts which our technical team is currently working on.
Do you also have a problem with your account?
First of all, we are sincerely sorry for the inconvenience and we can assure you that we are doing everything to solve these problems as soon as possible.
Here is the list of all major problems you may have experienced:
- You have lost descriptions in your listing?
This problem has been fixed and you can find all your descriptions in your listing. Remember to check the "English" tab if you do not see them in the "French" tab on the My Home page. (updated on December 26, 2018).
- You can not complete your profile to 100% when you have filled all the info?
This issue has been resolved. (updated December 26, 2018).
- Your response rate seems incorrect?
We have resolved this bug (the automatic replies from the former HomeExchange website were not well accounted for in the response rate.)
- You have reviews missing?
We only transferred the reviews that resulted from an officially confirmed or past exchange on the former HomeExchange website. If your exchange had not been officially confirmed on the site, you will not find this review on your profile and / or your listing.
All the old reviews that were posted before you could officially confirm the exchange on old HomeExchange.com will be posted online during January 2019 (more specifically registered, pending and accepted exchanges). (updated January 8th, 2019).
- Your listing does not appear in the search results
This problem is related to a data synchronization between the listings and search results. Our technical teams have solved this problem. (updated December 27, 2018).
Do not hesitate to start your search and to contact members whose listings you like and would like to arrange an exchange with.
For searches made in specific places where your home should appear, but currently is not appearing, this has been resolved (updated January 17th).
- Your listing information is not the same as what appears in the search results
This problem is also related to the data synchronization between the listings and search results. Our technical teams have solved this problem. (updated December 27, 2018).
- Some of your conversations are not in your inbox.
To make sure that the message is not there, you can search your messages in the search bar at the top left of your email (under "All messages").
Our team is working on the recovery of the missing conversations, but do not hesitate to send us the ID (even of the former HomeExchange site if you have it) so that we can help you find your exchange partners to resume your conversation as soon as possible.
If you were missing messages in some of your conversations, they are now appearing and empty conversations have been restored (updated January 10th 2019).
- You can not register preferred destinations.
This issue has now been resolved, you can now save a destination from the search and access them from your profile edit (updated January 10th 2019).
- You can not contact a member.
This is not necessarily a bug!
If you are looking to contact a verified member who only wants to be contacted by other verified members.
If you are looking to contact a member during an unavailable period, while he ticked the option "I only want to be contacted on my available periods".
If the member you want to contact does not have last name registered (do not hesitate to write us) or has an incorrect email address. The issue has been resolved by our team (updated December 31st).
- Your response time or registration date seems incorrect
This problem requires more investigation and will be dealt with within a few weeks. Do note that very few members will see this as it is not visible from the search, nor when you send a request. We thank you for your patience and your understanding.
Registration date has been fixed (updated January 17th).
- Reverse search does not show relevant results
The reverse search is not working properly unfortunately. Our technical team is working on improving reverse search, which will be optimized in early January (updated January 8th 2019).
- You have a finalized exchange as a host which is not appearing as "booked" in your calendar.
When an exchange is finalized, the dates should appear as "booked" in your calendar (when you are the host). Unfortunately, these booked periods have not been added for exchanges finalized on the old HomeExchange.com. This issue has been now resolved. (updated January 17th 2019).
In the meantime, you can if you wish, mark this period as "unavailable".
When you receive a new message on your account, and access your inbox through the Home Exchange application, the new unread message does not appear at the top of the list. (The general order of messages is not correctly displayed). Our iOS team has found a fix which will be released with the next version of the app (updated January 16th)
iOS + Android:
If you have entered the description of your home in English, but you are accessing the application in French, it appears as though you do not have any description entered. Our team will be working on this as priority (updated January 16th).
There are some issues regarding search not loading on the apps, which of course has been prioritized and should be released with the next version (updated January 16th).
Other problems encountered that are not technical problems
- You have several listings:
If you were a member on both GuesttoGuest and on HomeExchange you show 2 listings for the same home. You can simply delete duplicate ones as explained in this article.
- You have multiple accounts on the new site
This is because you used different email address for your accounts on the GuesttoGuest and old HomeExchange site. For this, please contact us via email on firstname.lastname@example.org.