17 questions on this theme, with answers written from inside the product and kept up to date by our support team.
On the login page click “Forgot password”, enter the account email address, and follow the link sent by email. The link is valid for 60 minutes. If nothing arrives check spam and that the address entered is the account’s. A changed password works immediately, there is no waiting time.
Changing the login email is done through human support, after verification, and that is deliberate, for the security of your account.
This is not an account problem. “This welcome book is not available for the moment”: the welcome book is not activated or is no longer attached to the subscription; it is in My welcome books, “To renew” view (the guest can notify you from that page). “Welcome book deactivated”: you have paused it; reactivate it from the “Deactivated” view. In both cases the QR works again immediately, no need to reprint.
From the StyQR website: you choose your type of accommodation, create your account, then your first welcome book. The assistant can then fill it in automatically from an existing document.
Until your phone and email are verified a “Secure your account” banner appears. Click “Verify now”: a code is sent by SMS (or by email for the address) to enter on the screen. To protect your account, a first code may be sent to your email before the phone code. Verified phone helps us recognise you if you contact us and protects your account if someone tries to log in from another device.
The code is valid for 10 minutes. Check the number entered (with its country code) and your spam for an email code, then “Resend code”. Enter a mobile number with its international prefix (+33, +32…): all countries are accepted, but not a French landline nor some special numbers. After too many attempts request a new code. If nothing arrives contact our team.
For account security, any purchase (subscription, seasonal plan, translation credits, SMS, Boutique, paid poster) requires a verified phone. The code arrives by SMS; once verified, retry your purchase if it does not resume automatically. The free poster is not concerned.
Because you are signing in from a device or browser we do not yet recognise, and your phone is verified: a code is sent by SMS (and also by email, unless you sign in by magic link or with Google) to confirm it’s you. You also receive an email “New sign-in to your account”; without a verified phone only that email notifies you. If it wasn’t you change your password. If you no longer have access to your number contact our team, who will verify your identity.
In My account, Profile tab, “Edit” next to the number: the new number receives a code by SMS, and the old one remains until the new is confirmed (it is notified by SMS of the change). A code may first be requested by email. If you signed in with the email code, sign in again with the SMS code to change number.
In My account, Profile tab: enter the new address, then the code sent to it. If the address is already used by another account contact our team. If you no longer have access to the old address: see “I no longer have access to my account email address”.
Yes: in My account, Settings tab, a new password signs out your other devices for security. The “forgot current password?” link helps if you do not remember it.
In My account, Profile tab, Billing section. Business: company, sole trader, micro-business or furnished holiday lettings registered (LMNP) with a SIRET number, for a billing address in France or overseas, SIRET is mandatory and format is validated (elsewhere a company number is optional), and your VAT number is validated if present. Private: you do not have a SIRET. These details appear on your invoices, which must be accurate with electronic billing.
In My account, Profile tab: the client ID button copies a ready message to paste in your request, with your ID and account address. The team can find your account immediately.
In My account, Settings tab. Open tracking of emails (an invisible image that tells us if a message was opened) is disabled until you allow it.
A badge on your avatar (bottom of the sidebar) signals new items; click it, then “Notifications”. You find items needing your attention: an order to process, a new review (a low rating is flagged), a referral, a drop in translation or Boutique SMS credits, a free poster near its scan limit, the end of the Boutique trial, management software changes to validate. A click goes to the right screen. A resolved situation (balance topped up, changes validated, order processed) disappears automatically; a review or referral remains until you have seen it.
In My account, Subscription tab, “Close my account” link. Cancelling your last subscription also closes the account (“Cancel and close your account?”). Nothing closes without your confirmation. Your welcome books remain online until the end of the already paid period, then the account closes: welcome books go offline, guest data is deleted 90 days after, and the account after one year (an email notifies you one month before). Invoices are retained for ten years as required by law.
Yes, as long as it has not been deleted (one year after closure): in My account, Subscription tab, “Reopen my account”, choosing a plan. You recover your welcome books; guest data is deleted 90 days after closure.
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