Why isn’t my traveler seeing their trip?

There could be a few reasons why a traveler might not be seeing their trip in the mobile app or online itinerary. We recommend checking the following details:

1. Trip Status: Make sure that their trip is appearing in the Trips section of your CMS platform. If it’s there, check the trip status to make sure it’s set to Published and not Draft. A trip with a Draft status will not be visible to the traveler.

2. Login Credentials: Verify that the user is logged in with the correct login credentials. You can see these details by checking the Travelers section of their trip or searching for them in the Users section.
If a user has more than one user profile, it’s possible that they are logged in to the wrong one.

3. App Version: The user should have the latest version of the app installed. They can verify this by searching for the app on the App Store or Google Play.

4. Screenshot: Ask for a screenshot of what the user is seeing to confirm they are looking for the trip in the correct place. New or ongoing trips should appear on the Main Screen when you login to the app, and past trips should appear under the Past Trips tab which is also on the Main Screen.