Overview

If you are having trouble signing in, receiving emails, or accessing your guest portal, this page covers the most common issues and how to resolve them. Most problems can be fixed in a few minutes without contacting support.

How it works

Can't sign in

  1. Make sure you are using the same email address that received your invitation from your host.
  2. Check that your password is correct. Passwords are case-sensitive.
  3. If you have forgotten your password, click Forgot password on the sign-in page. Enter your email address and check your inbox for a reset link.
  4. If the reset email does not arrive within a few minutes, check your spam or junk folder.

Email not recognized

If the sign-in page says your email is not recognized:

  • You may have been invited with a different email address. Check with your host to confirm which email they used.
  • If you have not yet accepted an invitation, you need to use the invitation link your host sent before you can sign in.
  • Make sure there are no typos or extra spaces in the email field.

Session expired

Your sign-in session expires after a period of inactivity for security reasons. When this happens:

  1. You are redirected to the sign-in page automatically.
  2. Sign in again with your email and password.
  3. You are returned to the page you were viewing before the session expired.

This is normal behavior and does not affect your account or data.

Clearing your browser cache

If the app is not loading correctly or you see outdated information:

  1. Open your browser settings.
  2. Find the option to clear browsing data or cache.
  3. Select Cached images and files (you do not need to clear passwords or cookies unless specifically troubleshooting sign-in issues).
  4. Reload the page.

On most browsers, you can also try a hard refresh by pressing Ctrl+Shift+R (Windows) or Cmd+Shift+R (Mac).

If the invitation link from your host does not work:

  • The link may have expired. Ask your host to resend the invitation.
  • Make sure you are copying the full link. Some email clients break long links across multiple lines.
  • Try pasting the link directly into your browser address bar instead of clicking it.

FAQ

I never received an invitation email. What should I do? Check your spam or junk folder. If it is not there, ask your host to confirm the email address they used and to resend the invitation. Add Valzotra's sending address to your contacts so future emails arrive in your inbox.

I reset my password but the new password doesn't work. Make sure you are using the password you just created, not the old one. If the reset link has expired, request a new one from the sign-in page. Reset links are valid for a limited time.

The page is loading slowly or looks broken. Try clearing your browser cache and reloading. If the problem persists, try a different browser or check your internet connection. Valzotra works best on current versions of Chrome, Safari, Firefox, and Edge.

Can I use Valzotra on my phone? Yes. Valzotra works in your mobile browser. There is no separate app to download. Navigate to the sign-in page on your phone and sign in with your email and password.

I'm locked out of my account. Who do I contact? If you have tried resetting your password and still cannot access your account, ask your host to reach out on your behalf. Your host can verify your identity and request assistance.