Managing your company and team details

Your company and team details live in Hub under Settings. Keeping them current means we reach the right person quickly — a booking problem goes to your operations team, an escalation to whoever handles guest complaints, a payment query to your finance contact. Out-of-date contacts are one of the most common reasons things stall.

Before you start

• Click Settings in the left-hand menu.
• Have the names, email addresses and phone numbers of the people who handle each area.

Note: These details are used by our systems for day-to-day operations and billing, so enter them accurately. You'll need write access to settings — if the fields won't let you edit, ask an admin on your account.

The five tabs

Settings is split into Business, Customer support, Operations, Finance and Bookings. Each has an edit icon beside a section; click it, make your changes, then Save.

Business

• Business contacts — your main commercial point of contact. This is who our business team deals with.
• Company details — your website and the city your business operates from. If you have several locations, use your head office.

Customer support

• Escalation contacts — who handles guest complaints. Every escalation we receive about your experiences goes to this address, so make sure it's monitored.
• Other details — your operations team working hours, so we know when we can reach you, and whether your team is reachable by chat.

Operations

Contacts — whoever handles day-to-day running: tickets, reschedules, cancellations. This is our first port of call for anything operational.

Finance

Your finance contacts, bank account and payout settings. Your bank account is shown read-only here and changed by our team — see Managing your payout and bank details.

Bookings

• Images drive — a Google Drive link to the pictures used on your Headout listings.
• Price list — a URL for your price list.

Adding more than one contact

Where a function is handled by several people, use Add more contact and fill in each one, rather than putting two names in a single field. Our systems contact these people directly, so a combined entry can mean nobody is reached.

Frequently asked questions

Which contact receives guest escalations?
Whoever is listed under Escalation contacts on the Customer support tab. You have 3 working days to respond to an escalation, so this needs to be an inbox someone reads — see Understanding customer escalations

Someone has left the company.
Update the relevant tab straight away. Notifications keep going to whatever address is saved, and nobody is alerted that they're going nowhere.

Why can't I edit my bank account?
Bank details are verified by our finance team against a supporting document before they change, so a payout can't be redirected..

Do I need to fill in working hours?
It's worth it. It tells us when to reach your operations team, which matters for anything time-critical like a same-day booking problem.

Where do I change my own password?
That's separate from company details — see Reset your password for your Hub account.