Partner Support

K1. Who to contact for support

Blueground has two dedicated support teams.

1. Partner Onboarding Team

Email: partner-onboarding@theblueground.com

Use for:

• Integration issues
• Listing imports, Pending listings, or content issues
• Access and login problems
• Calendar/iCal setup
• Test booking issues
• Adding users
• Discount strategy questions (if onboarding-related)

2. Partner Support Team

Email: partner-support@theblueground.com

Use for:

• Booking modifications (extensions, cancellations, early terminations)
• Refunds and financial adjustments
• Commission invoice requests
• Problems with bookings in your PMS calendar
• Issues with payments already sent via Tipalti
• Urgent guest stay-breaking issues that require booking-level action

K2. Top troubleshooting scenarios & solutions

If a booking does not appear in your PMS

Check:

• PMS connection status
• Calendar sync
• Whether Blueground is enabled as a channel

Corrective action email partner-onboarding@theblueground.com.

If pricing is incorrect on Blueground

Check:

• PMS pricing
• Dynamic pricing software (e.g., PriceLabs, Wheelhouse, Beyond Pricing, etc.) → PMS sync
• Length-of-stay discounts stacking

Corrective action: Send screenshots of PMS and Blueground discrepancies to onboarding support.

If all listings went offline at the same time

The most common cause is your PMS connection. If the credentials Blueground uses to reach your PMS stop working - an API key was rotated, revoked, or the integration was disconnected on your side - we pause the connection rather than keep retrying, and your listings are taken off the site until it is restored.

What to do:

1. Check in your PMS that the Blueground channel or API key is still active
2. Re-enable or re-issue it if it was removed
3. Contact partner-support@theblueground.com and mention that your PMS connection was paused

Once the connection is working again your listings are re-synced and republished.

If photos or descriptions look wrong

Cause:

• AI photo filtering
• AI-generated descriptions
• Watermarked or low-quality images

Corrective action: Send a correction request to onboarding support.

If you cannot log into the portal

Check:

• Using correct login URL
• Using your onboarding-created credentials
• If the account is a legacy Nestpick user
• Reset password using "Forgot Password"

Corrective action: Email onboarding support.

If payouts are missing or delayed

Check:

• Tipalti bank details
• Move-in dates
• Whether Blueground already processed the payout
• Tipalti account registration completion

Corrective action: Email partner-support@theblueground.com.

If a calendar didn't get blocked during a booking

Check:

• PMS sync status
• Whether Blueground iCal was added on your PMS / other channel before the booking (for non-PMS integrated partners)
• Test booking cancellation behavior

Corrective action: Email onboarding support with listing details.

K3. What information to include when contacting support

Help us resolve your issue faster by including:

• Listing ID
• Booking ID (for booking issues)
• Market/city
• Screenshots (PMS vs Blueground)
• iCal links (for availability related issues)
• Exact error message (for login issues)
• Email address linked to Tipalti (for payout issues)

The more detail you include, the faster we can help.