StayTurn support
Keep the stay moving. Email StayTurn with your device type and the step that stopped, and a reply comes from the same address.
Email support@stayturn.coInclude your order number, purchase channel and the email used at checkout when you contact support.
Open the download link in your order confirmation, order-status page or delivery email. If you cannot find it or a file will not open, email support@stayturn.co with your order number and the step that stopped. Keep any files and stay records you already saved.
Local use needs no account. Sign in to use a connected workspace with the account authorized for that workspace.
If you already bought StayTurn and cannot access a feature on another device, contact support before making another purchase. Include whether you bought through stayturn.co, the App Store or Google Play, your order or receipt reference, and the account used for StayTurn. Support can check the access associated with that purchase.
Send your purchase reference, not your password or payment-card details.
For missing or defective files, access problems, or a product that materially differs from its description, contact support@stayturn.co within 14 days of purchase. Include your order number and a description of the issue. We will work to restore access, replace the files, or issue a refund when appropriate.
Read the full refund policy for digital-delivery conditions and statutory rights. These instructions concern purchases from stayturn.co; identify your purchase channel when asking about an App Store or Google Play purchase.
First checks before you write.
Restart the app. If it still does not open, restart the device and try again. Include your device model and operating-system version in the support email.
Open the device settings for StayTurn and confirm camera and photo access. Return to the stay record and choose the file again.
Open the stay record. In the browser, use Download the record. In the installed native app, use Share or save the record. Save the copy to a destination you control before clearing app storage or removing the app.
One link per job. The cleaner needs no account. Read the cleaner handoff guide for the full walkthrough.
Open Cleaner handoff for the stay. Online, a connected workspace can create a cleaner schedule. Choose the property time zone and window, review the fields the invitation will share, then make the link. Share it through your own channel. The cleaner can accept or decline without an account. A response records whoever holds the link, not a verified identity. Changing the schedule requires a fresh response.
Open the job link online before starting. Choose the room and whether the photo belongs before or after the stay, then add original photos. Wait for Saved on this device before closing the page. Reopen the same link in the same browser to resume. Choose Send when connected and keep the page open while files send. Clearing browser data can remove saved work, so keep your originals until receipt is confirmed.
The cleaner sends photos, PDFs and an optional note, then marks the work ready. Each schedule allows up to 20 files, with a 10 MiB limit per file and a 32 MiB total across the job, including earlier uploads. Only received files count toward those limits. The host reviews, saves and synchronizes each file in that submission before accepting completion, or requests more work. Files saved only on the cleaner's device are not visible to the host. If an operation's result is uncertain, reopen the link to check its receipt before repeating it.
Use Log damage or an issue to record what you found. Add room, item and close-up views when useful and safe. For a missing item or a nonvisual issue, add a factual note and any supporting material you have. Note any view you could not capture. A report does not establish cause, responsibility or property condition.
Authorized workspace members can reopen the cleaner invitation from the schedule. StayTurn can recover its secrets; this is not end-to-end encryption from StayTurn. Use Job history, export and deletion to export the readable record before its 90-day retention period ends. Save received file contents separately. Reassigning or canceling a job stops use of the old invitation but cannot recall downloaded copies.
A private upload link for anyone who has photos of the stay.
Open the stay's contributor inbox in a connected workspace and share its private upload link. Contributors need no account or purchase. They can upload while the host is offline. Return to the inbox to review and save the files. A link closes after 72 hours or when revoked; already received files remain available for review.
Keep the original contributor link and browser data. Reopen that link and retry the saved upload. If its upload window has closed, ask the host for a new link. The separate direct-transfer option requires the host receive screen and both devices to remain connected.
Open Manage hosting in the app, then choose a workflow.
Use Bookings to enter dates or review a calendar import. Link the booking to its existing stay when one is already saved. Canceling a booking locally keeps its record available and removes its dates from active scheduling. Review any cleaner handoff separately. These changes do not update or cancel a reservation on a booking platform.
Use Claims and contact to save the facts, select evidence from the stay and export the case. Record submissions and responses in its history. A saved case is not a submitted claim. The separate Hospitable reservation conversation, when available, contacts the reservation participant. It does not file a claim or contact platform support.
Use Service requests to save the work, timing and contact notes. Export the saved brief for your provider or open the stay's cleaner handoff. Briefs remain on this device, so export them before changing devices. Saving a brief does not dispatch a provider or take payment. The provider marketplace shows its availability separately.
Use Insurance records to save an intake and notes. Records save on the device first and can sync through an authorized workspace. A saved intake or settings check does not create coverage. When provider services are available, review the actual quote, disclosures and policy documents before authorizing a request. Keep an unresolved request pending until its original result is verified.
Use Guest assessment for private, factual observations, supporting evidence and any dispute. Record what is unknown. The record does not verify identity or determine who may book. Review and export the saved history when you need a copy.
Keep the saved operation and use its receipt or status check. A timeout can happen after the provider has acted. Do not create a replacement message, policy or payment while the original result remains unresolved. Contact support with its operation reference if recovery cannot confirm the result.
Item details, sign-in and synchronization.
Open the stay record and expand Item details. Add the name, make or model, purchase date and condition when known. Link receipts, estimates and before or after photos already saved in that stay. Missing material stays visible in the packet.
Open Workspace and sign in with the Shopify account authorized for your workspace. Workspace owners should use the account associated with their StayTurn order. Choose whether to include existing device records before opening a workspace. Save active forms and uploads before switching. Each workspace keeps separate local files. If access is not found, check the purchase account or invitation and contact support.
Saved offline changes retry when you reconnect. Open Workspace to check status or review conflicting versions. Both versions remain until you choose. Each workspace includes 10 GiB of encrypted file storage; Unlimited refers to operator seats. Cleaner uploads and the copies saved into a stay count separately while both are stored. Deleted cleaner files stop counting when background removal is confirmed. If an upload reaches a storage limit, keep the original files and contact support.
StayTurn for iPhone and Android is on the App Store and Google Play. Support for the phone apps uses the same email above.
Apple, the Apple logo, and iPhone are trademarks of Apple Inc., registered in the U.S. and other countries and regions. App Store is a service mark of Apple Inc. Google Play and the Google Play logo are trademarks of Google LLC. Android is a trademark of Google LLC.