Help center
Answers to the most frequently asked questions. For safety rules and prohibited behavior, see our dedicated page.
My account
How do I verify my email and phone?+
From "My account", a confirmation link is sent to your email at signup (you can resend it if needed). For your phone, enter your number in the "Trust & safety" section: a 6-digit code is sent to you by SMS.
Why verify my identity?+
Identity verification is required to earn the "Verified host" badge, which reassures travelers. Your documents are sent to a secure external provider — GOT A COUCH? never stores them.
What is the trusted contact for?+
It's an optional, private piece of information: someone to contact if needed during a trip. It is never visible to other users.
Bookings
What's the difference between a free couch and a paid stay?+
A free couch is accommodation offered by the host, with no price per night at all. A paid stay has a price set by the host, with a full price breakdown (subtotal, discount, fees, taxes) shown before confirmation.
How do I track my requests and bookings?+
"My requests" and "My bookings" list what you've sent as a traveler. "Booking history" gathers all your past and current stays, whether as a traveler or as a host.
When can I leave a review?+
Only after a confirmed, completed stay — never before, never without proof of a real stay. The option appears directly on the stay's page once you're eligible.
Payment
How is the price of a paid stay calculated?+
Price per night × number of nights, minus any discount, plus fees set by the host (e.g. cleaning), the service commission, and any taxes. The full breakdown is shown before any confirmation.
Can I pay outside the platform?+
No. Any request to pay outside the platform is automatically detected and hidden in messaging, and should be reported.
Safety & trust
What should I do if I receive a suspicious message?+
Never share your banking or payment details outside GOT A COUCH? Use the "Report" button in the conversation, and block the person if needed. See our dedicated safety rules page for more details.
How do I block or report someone?+
From a conversation, the "Report" and "Block" buttons are available at the top of the page. Blocking prevents any further exchange in both directions.
What happens if I open a dispute?+
A dispute concerns a problem with how a confirmed stay went (no-show, listing not as described, damage...). It's reviewed by our moderation team, who can resolve it or close it without action.