Help Center

FAQ & troubleshooting

Quick answers to the questions operators ask most.

Account & sign-in

I didn't get my login code

Check your spam folder for Your TravelSpurt login code. Codes expire after 10 minutes. Click Resend code; you can request one every 60 seconds.

Why am I asked for a code again?

For security, a verified sign-in lasts 8 hours. After that, TravelSpurt emails you a fresh code, even if you're still signed in.

My invite link says it's no longer valid

Invite links can be used once and expire after 7 days by default. They can also be withdrawn. Ask whoever invited you for a new link.

Sign-up says that Google account can't use this invite

Invites only work for the email address they were sent to. Sign in with the Google account for that address, or sign up with a password instead.

Can I add my team?

Yes. Each person gets their own login, with a Staff or Driver role. Owner/Admins invite them from Control Panel → Team. Staff and Driver users are switched on per organisation, so if Team says coming soon, contact us. See Team & roles.

Team says "User limit reached"

Pending invites count towards your limit until they're used, revoked or expire. Revoke any you don't need, or contact us to raise the limit.

Why can't I see Settings, P&L or Team?

You're signed in as a Staff user. Ask an Owner/Admin in your organisation to make those changes.

A driver says they can't see any trips

Check that their login is linked to their driver or guide record under Team → Driver & guide logins, that they're the assigned guide on the booking, and that the booking is Confirmed or later. See Link a driver's login.

Can one person belong to two organisations?

No. Each login belongs to one organisation.

I see "Your account is suspended"

Access to your organisation has been paused. Click Contact support on that screen and we'll look into it.

Bookings & documents

I can't create a booking

Check that your organisation has a Booking ref prefix in Settings. Bookings can't be created without one.

The document buttons are greyed out

Documents and the itinerary editor unlock once a booking is past Enquiry. Change the status to Quoted with Action menu → Edit booking, or drag the card on the Kanban board.

Generate Itinerary says the itinerary already exists

This protects your edits. Edit the days in the itinerary editor, or delete all the days and generate again to start from scratch.

The AI itinerary is thin or missing places

The AI only uses your activity library. Import more activities, with keywords that include the towns and regions you visit, and add Destinations and stops to the booking.

How do I delete a booking?

Bookings are archived rather than deleted, so nothing is lost. Choose Action menu → Archive booking. You can restore a booking from the Archive tab at any time.

Payments

My client doesn't see pay buttons

Check that:

  • Stripe shows Connected — ready to take payments in Settings;
  • Payments managed externally is off;
  • an invoice has been generated for the booking.

Why is this booking in dollars?

Bookings with client type International are priced in USD. UK B2B and UK Consumer bookings are in GBP. Change the client type on the booking's Edit page.

Can I change the deposit percentage?

The deposit is currently fixed at 30% of the total. For a different split, use split payment links.

A client paid by bank transfer outside Stripe

Enter the amount in Deposit paid on the booking's Edit page, so the amount paid and balance shown are correct. The payment status (Partially paid or Paid in full) only updates automatically for payments made through Stripe.

Emails

I can't see Email templates

Email templates and automation are switched on per organisation. Contact us to turn them on. Once they're on, only Owner/Admins can edit them.

A traveler is greyed out when I send an email

The reason is shown next to their name, such as no email address, an invalid address, or already sent. Fix their details on the booking's Travelers card, or tick Send again for repeats.

My template isn't in the Send email list

Only active, tested versions can be sent. Open the template, click Send test to me, then Activate this version.

An email is stuck on "Sending…"

After 5 minutes it shows Not confirmed with a Retry sending button. Retrying never sends the same email twice.

Itinerary links switch off 7 days after the return date, or when you choose Expire shared link. Choose Action menu → Reactivate shared link on the booking to turn it back on.

Trip Pack, driver form and vehicle check links each have a Regenerate button. The old link stops working immediately; send the new one to the right people.

Still need help?

In the app, ask the Ask TravelSpurt assistant, or click Support under Control Panel or in your profile menu. Or contact us; we reply within one business day.

Still stuck? Use Support under Control Panel in the app, ask the Ask TravelSpurt assistant, or contact us.