How to Resolve the 'Island Not Found' Login Error

This guide provides step-by-step instructions for customers experiencing the 'Island not found' login error when trying to access Cloudbeds account.

The 'Island not found' error typically occurs when your security access token is linked to one of our server regions (or "islands," e.g., US1, US2) but you've clicked a link that directs you to a different region. Performing a fresh, standard login usually resolves this issue by forcing the system to issue a new, correct token.

Here is what usually solves the issue:

Step 1: Perform a Clean Login from the Standard URL

The most common fix is simply starting over from the main login page.

1. Log out completely from your current session (if you are partially logged in or seeing the error).
2. Go directly to the standard login URL: https://hotels.cloudbeds.com/auth
3. Enter your credentials and select the correct property when prompted.

Why this works: A fresh login forces the system to issue a new access token that is correctly linked to your property's dedicated server "island."

Step 2: Try the Direct Admin-Login URL

If the error persists after Step 1, using the direct administration login link has been confirmed to resolve the token issue in many cases.

1. Navigate directly to the Admin Login URL: https://hotels.cloudbeds.com/auth/admin 
2. Enter your email and password.

We have found that using this specific link often successfully refreshes the access token, allowing users into the correct server island.

Step 3: Reset Your Google/Apple SSO Session (If Applicable)

If you sign in using the "Continue with Google" or "Continue with Apple" Single Sign-On (SSO) options, a stale session with those providers can also trigger the 'Island not found' error.

1. Log out of your Cloudbeds account.
2. Clear your browser's cache and cookies. This is a critical step to ensure the old session data is removed.
3. Return to the login page and re-authenticate using the "Continue with Google" or "Continue with Apple" button.
   • Do not type your email and password into the standard fields; use the SSO buttons.

Why this works: This action resets the SSO session, which typically fixes the underlying connection issue.

Step 4: Bookmark the Standard Login Page

Once you are successfully logged in, we strongly recommend you take this step to prevent future issues:

• Bookmark the standard login page https://hotels.cloudbeds.com/auth in your browser.
• Always use this bookmark to start your session, rather than clicking on old links or links shared via email that might point to an incorrect server region.

If the Issue Persists

If you have completed all four steps above and are still receiving the 'Island not found' error, it may indicate a genuine account-routing issue that requires investigation by our engineering team.

Please contact support and provide the following information so we can investigate further:

• Your Login Email Address
• Your Property ID
• The exact time and date (including timezone) of your last unsuccessful login attempt