Troubleshooting

Start with the symptom you see. If nothing here helps, contact support and include the booking reference or page address.

A tour doesn't appear on my website

• Check the tour's status is Published, not Draft.
• Check it has at least one price and, for instant booking, at least one future departure.
• If you changed its address (slug) recently, the old address redirects to the new one automatically.

"No dates available" on a tour page

• Departures in the past, full departures and dates inside the booking cut-off aren't bookable.
• Check blocked dates on the tour.
• A departure with seats held by a traveller who is paying shows as full until the hold is released or the booking completes. Holds expire automatically.

Payments fail or the Pay button is missing

• Open Settings › Business › Payments and check Stripe (or your other gateway) shows as connected and able to take charges. Stripe sometimes asks for extra details; finish them in Stripe.
• For PayPal and Razorpay, check the API keys and that the webhook from the plugin page is added in the provider's dashboard.
• If a payment needs review, the booking shows a warning on the dashboard; follow the steps on the booking.

Travellers don't receive emails

• Ask them to check spam and promotions folders.
• Check the email address on the booking. You can resend any email from the booking page.
• If you use your own email server, run the DNS check and look at the email log on Settings › Travellers › Own email server.

My domain won't connect

• The TXT record (name _tourtify or _tourtify.www) proves you own the domain. The CNAME points it at Tourtify. Both are required.
• DNS changes usually take minutes but can take up to 48 hours. Tourtify re-checks automatically.
• Root domains without www need a DNS provider that supports CNAME flattening (such as Cloudflare), or the A records shown in the console. Using www is easier.
• See Custom domains.

Webhooks are failing

• Open the endpoint's delivery log to see the status code and response.
• Your endpoint must answer with a 2xx status within 15 seconds.
• Signature mismatch? Hash the raw request body. See Verify signatures.
• If an endpoint failed for 3 days it is switched off; switch it back on and resend missed deliveries.

I can't see a menu item or page

Your role may not include it, or the feature comes from a plugin that isn't switched on or isn't in your plan.

I lost my two-step sign-in device

Use one of your recovery codes on the sign-in screen. If you have none left, ask a business owner or support to reset it. See Two-step sign-in.