Support

spclavilla@gmail.com

If something is broken, tell us the property name and roughly when it happened — that is usually enough for us to find it.

How do I open my host’s guides?

Scan the DoorMe code in the property with your phone’s camera, or open the link your host sent. There is no app to install and no account to make — the guide opens in your browser.

What is actually in a guide?

Short videos your host recorded about the things guests ask about most: the wifi, the thermostat, the coffee maker, what to do before you leave. Tap an icon to watch that one.

Something in the place isn’t covered. What now?

Search the guide first — the answer may be written rather than filmed. If it genuinely is not there, message your host the way you normally would; their details are on the host page in the guide.

The code will not open anything.

A guide stops working when a stay ends, and a host can take a listing offline. If you are currently staying there and it still will not open, ask your host to check the listing is published.

How do I add a video?

Build the property’s layout — rooms, then the things inside them — and each one becomes an icon your guests can tap. Record straight into the app, or attach a clip you already have, and pick which icon it belongs to.

My video says it is still processing.

Encoding takes a few minutes after you publish. The icon shows Draft until it finishes, then flips to Live on its own. If it is still processing after an hour, email us.

How does billing work?

Subscriptions are bought and managed through the App Store or Google Play, not through us. Cancel or change plan in your store account; your guides stay published to the end of the period you have paid for.

What must not go in a video?

Two hard rules: no children may appear in any video, and no property-access information — gate codes, lockbox combinations, door codes, alarm codes or where a key is hidden. Both are in the Terms of Service and both are grounds for removal.