Troubleshooting

Quick fixes for the problems agencies run into most.

OTP does not arrive#

• Verify the work email and phone number.
• Check your spam or junk folder.
• Wait for the resend timer, then resend.
• Do not reuse a code from an older session.

You cannot enter the workspace#

• New organisation admin: finish organisation creation and accept the Terms & Conditions.
• Organisation under review: wait or refresh.
• Sales agent: ask the admin to add or reactivate your account.
• Rejected or suspended organisation: contact support.
• Wrong role: an admin-only route redirects you or shows Access Denied.

A menu item is missing#

Check, in order:

1. your user role or group;
2. whether the organisation exists;
3. verification and active status;
4. premium subscription or trial status;
5. whether the feature is configured for your environment.

Upload fails#

• Verification documents: PDF, PNG, JPG or JPEG, maximum 5 MB.
• Itinerary and logo images: PNG, JPG or JPEG, maximum 5 MB.
• Wait for the upload to finish before leaving the page.
• Protected documents cannot normally be replaced after upload.

A draft disappeared#

Quote and package drafts are stored in the browser. Check the same browser profile and device. Clearing site data, private browsing or switching devices removes access to a draft. Save important work to the server early.

No campaigns or plans appear#

The platform team must configure active campaigns, wallet top-up plans and premium plans. Filters can also hide records, so clear them and retry.

Payment is pending#

Do not pay again immediately. Let the verification page finish checking, then check Wallet transactions. If the provider shows the payment captured but no credit appears, give support the provider order or payment ID.

Premium activation fails for low balance#

Open Add balance from the dialog, finish the payment, then select Continue to Premium and confirm the plan again. The activation is not retried automatically. See Subscription and free trial.

AI generation is not available#

AI itinerary generation needs an active trial or paid subscription. Trial accounts have a quota. Paid Premium plans are unlimited. If your plan has expired, activate a plan first.

PDF does not generate#

• Wait for all remote images to load.
• Check your network connection.
• Try a different template.
• Reduce problematic or missing image content.
• Retry the download.

Lists show no data#

Check search terms, status, source and agent filters, date range, page number and the selected tab. Clear filters or go back a page.

Frequently asked questions#