Troubleshooting
Having trouble? This page covers the most common issues users encounter in Tourpaq, organised by module. Each issue includes a clear cause and step-by-step fix.
Can't find your issue here? Use Ctrl + K to search the full manual, or jump to Getting Help at the bottom of this page.
Quick Navigation
🔐 Login & Access
Login & Access Issues
📋 Bookings
Booking Issues
💰 Finance & Payments
Finance & Payment Issues
🏷️ Price Lists
Price List Issues
🏨 Hotels
Hotel Issues
✈️ Transport
Transport Issues
📧 Email & SMS
Email & SMS Issues
📤 Exports
Export Issues
⚙️ System & Setup
System & Setup Issues
🔐 Login & Access Issues
I can't log in — my credentials aren't working
Likely cause: Incorrect password, expired session, or account not yet activated.
Steps to fix:
Double-check your user is entered correctly
Make sure Caps Lock is off
Click Forgot Password on the login screen and follow the reset link sent to your email
Check your spam/junk folder if you don't receive the reset email within 5 minutes
If you still can't log in, contact your system administrator — your account may be inactive or locked
I'm not seeing the Brand or module I need
Likely cause: Your user role doesn't have permission to access that Brand or module.
Steps to fix:
Check the top of the screen — confirm which Brand is currently selected
If the Brand you need isn't in the selector, your account hasn't been granted access to it
Contact your system administrator and ask them to update your user permissions under Users
Only system administrators can grant access to Brands and modules. This cannot be self-served.
I've been locked out after failing 2FA
Likely cause: Lost access to your authenticator app, or the time on your device is out of sync.
Steps to fix:
Make sure your phone's clock is set to automatic/network time — 2FA codes are time-sensitive
If you've lost your authenticator device, use your recovery code (provided during 2FA setup)
If you don't have a recovery code, contact your administrator to reset your 2FA under 2 Factor Authentication
The page looks broken or doesn't load correctly
Likely cause: Browser compatibility issue or cached data.
Steps to fix:
Try hard refreshing the page:
Ctrl + Shift + R(Windows) or⌘ + Shift + R(Mac)Clear your browser cache and cookies, then reload
Disable browser extensions temporarily (especially ad blockers) as these can interfere with the interface
If the issue persists, contact your administrator and note which page and browser version you're using
📋 Booking Issues
No transport or hotel results appear when I search in New Booking
Likely cause: Missing or misconfigured price lists, allotment, or brand selection.
Steps to fix:
Confirm you have the correct Brand selected at the top of the screen
Check that your travel dates fall within a valid price list period
Widen your search — try different dates, destinations, or number of passengers
Verify that there is available allotment for the hotel/transport combination you're searching
Check that a valid Price List exists for the period under Price List
If nothing appears after the above, contact your administrator to check transport and hotel configuration
The most common cause of empty search results is a missing or expired price list. Always check this first.
The price shown in a booking is 0 or looks incorrect
Likely cause: Missing price list entry, misconfigured discount/supplement rule, or wrong brand selected.
Steps to fix:
Open Profit within the booking to see a full breakdown of price components
Confirm the correct Brand is active
Check that a valid Price List covers the booking dates and room/transport combination
Look for discount or supplement rules that may be adjusting the price unexpectedly — see Discounts/Supplements
If the price is still incorrect, escalate to your pricing team or administrator
I can't save a booking — I'm getting a validation error
Likely cause: Required fields are missing or contain invalid data.
Steps to fix:
Look for red highlighted fields on the page — these indicate missing or invalid entries
Make sure all passenger details are complete (name, date of birth, etc.)
Check that a valid payment method has been selected
Verify that the Brand and travel components (hotel, transport) are all correctly assigned
If the error message is unclear, note the exact text and contact your administrator
A booking I created has disappeared
Likely cause: You may be searching under the wrong Brand, or the booking was cancelled by another user.
Steps to fix:
Go to All Bookings and search by booking number or customer name
Make sure the Brand filter is set to the correct brand (or "All Brands")
Check whether the status filter is hiding cancelled or archived bookings — remove all filters and search again
Open the History tab within the booking to see if it was modified or cancelled, and by whom
The booking price changed after I edited it
Likely cause: Automatic discount recalculation triggered after editing a booking component.
Steps to fix:
Open Economics to review which price components changed
Check whether automatic discount rules are set to recalculate on edit — see Keep Automatic Discounts Prices
Use the History tab to compare the price before and after the edit
If needed, manually override the price components in Economics
💰 Finance & Payment Issues
A payment isn't showing on a booking after registration
Likely cause: The payment was saved under the wrong booking number or Brand, or it's still processing.
Steps to fix:
Go to Payment Registration and search for the payment by date, amount, or customer
Confirm the payment was linked to the correct booking number
Refresh the booking page — processing can occasionally take a moment to reflect
If the payment is confirmed but still not showing, contact your administrator to check for a sync issue
An autobilling charge was processed twice
Likely cause: Duplicate autobilling rule or a known bug (fixed in v3.1.2).
Steps to fix:
Check the booking's payment history to confirm the duplicate charge
Go to Autobilling and review the rules applied to this booking
Initiate a refund for the duplicate amount via Refund File Import or manual registration
Contact your administrator to review the autobilling rule configuration and prevent recurrence
I can't generate an invoice for a booking
Likely cause: The booking is not in a confirmed state, or invoice settings are not configured for the Brand.
Steps to fix:
Confirm the booking status is Confirmed — invoices cannot be generated for pending or cancelled bookings
Check that invoice settings are correctly configured for your Brand under Company
Ensure the customer profile has a valid billing address
If the option is greyed out, your user role may not have invoice generation permissions — contact your administrator
Missed Payments report is showing bookings that have been paid
Likely cause: Payment registration was done but not correctly linked, or there's a filter mismatch.
Steps to fix:
Open the booking from the report and check the Economics and payment history
Confirm the payment is registered with the correct method of payment and amount
Check whether the payment date falls within the report's filter period
If everything looks correct but the booking still appears, contact your administrator to check for a data sync issue
🏷️ Price List Issues
A price list migration didn't carry over all rules
Likely cause: Certain rule types (e.g. supplement rules or special offers) are not included in the default migration scope.
Steps to fix:
Go to Migrate Pricelist and review the migration settings
Check whether discount/supplement rules, regulation rules, and tags were included in the migration scope
Manually add any missing rules to the new price list
Run a test search in New Booking to validate that prices are displaying correctly for the new period
Prices are not appearing for a specific destination or hotel
Likely cause: The price list doesn't cover that hotel/transport combination, or the allotment is zero.
Steps to fix:
Open Pricelist and search for entries matching the destination and travel period
Confirm the hotel and room type are included in the price list
Check allotment — if it's zero, the option won't appear in search results even if a price exists
Verify that the price list is active and not in draft status
🏨 Hotel Issues
A hotel is not appearing in New Booking search results
Likely cause: Stop Sales, Close Out, zero allotment, or missing price list entry.
Steps to fix:
Check Stop Sales — confirm no stop sales rule is active for the dates searched
Check Close Out — confirm the hotel/room type is not closed out for the period
Verify allotment is greater than zero for the dates and room type
Confirm a valid Price List entry exists for this hotel and the searched period
Check that the hotel is set to active in Hotels
Hotel confirmation emails are not being sent to the supplier
Likely cause: Supplier email address is missing or the confirmation email rule is not configured.
Steps to fix:
Go to Hotel and Transfer Confirmation Emails to Suppliers and check the configuration
Confirm the supplier profile has a valid email address under Suppliers
Check the Email Setup section to confirm the confirmation email template is active
Review the E-mail/SMS Center Statistics to see if the email was sent but bounced
✈️ Transport Issues
A flight is showing as fully booked but I know seats are available
Likely cause: Allotment in Tourpaq is depleted, even if the airline still has seats (the two systems are independent).
Steps to fix:
Go to Transport and find the relevant flight
Check the available seat count — if it's zero, the system will treat it as fully booked
Update the allotment to reflect the actual available seats
If the transport is a Real Transport, check the Real Transport Dashboard for sync status
Seat assignments are not saving correctly
Likely cause: Conflict with another booking or a display bug (known issue fixed in v3.2.0).
Steps to fix:
Refresh the booking and check Transport Seating again
Ensure no other user is editing the same booking simultaneously
Try assigning different seats and saving — then reassign to the desired seats
If the issue persists after v3.2.0, contact your administrator and provide the booking number and flight details
GDS Queue items are reappearing after being actioned
Likely cause: A known issue fixed in v3.1.2, or the item was actioned by your session but not synced correctly.
Steps to fix:
Confirm your Tourpaq version is 3.1.2 or later — earlier versions had a known GDS Queue sync bug
Log out and back in, then check the GDS Queue again
If the item genuinely requires re-action (e.g. a schedule change), process it again and monitor
Contact your administrator if items continue to reappear after actioning
📧 Email & SMS Issues
Booking confirmation emails are not being received by customers
Likely cause: Wrong customer email address, email marked as spam, or sending rule not triggered.
Steps to fix:
Open the booking and go to the E-mails tab — check whether the email shows as sent
Verify the customer's email address is correct in Customers
Ask the customer to check their spam/junk folder
Check E-mail/SMS Center Statistics to see the delivery status
If the email was never triggered, review the sending rules in Dynamic E-mail/SMS Center
An automated email is firing at the wrong time
Likely cause: The trigger condition or timing offset in the Dynamic E-mail/SMS Center is misconfigured.
Steps to fix:
Go to Dynamic E-mail/SMS Center and locate the relevant rule
Review the trigger event and timing offset (e.g. "X days before departure")
Check whether multiple rules are overlapping and triggering the same email more than once
Make a test booking and monitor whether the email fires at the expected time
📤 Export Issues
An export file is empty or missing expected bookings
Likely cause: Filter settings are too restrictive or the export period doesn't match the bookings.
Steps to fix:
Go to Export and review the date range and filter settings
Confirm the Brand filter includes the bookings you expect
Check the booking status filter — cancelled bookings may be excluded by default
Try exporting with all filters cleared to see if data appears, then narrow down from there
If you are using the Legacy Daily Export v1 format, note that this is deprecated as of v3.1.0 and will be removed in v3.3.0. Migrate to the v2 format as soon as possible.
The export file format doesn't match what our supplier expects
Likely cause: The wrong export type is selected, or the export hasn't been configured for that supplier.
Steps to fix:
Confirm with your supplier which exact format and fields they require
Check all available export types under Lists and Extras List
If a custom format is needed, contact your Tourpaq administrator — custom export configurations may require system-level changes
⚙️ System & Setup Issues
Changes I made in Setup are not taking effect
Likely cause: Changes require a page refresh, cache clear, or may only apply to new bookings (not existing ones).
Steps to fix:
Hard refresh the page after saving:
Ctrl + Shift + R(Windows) or⌘ + Shift + R(Mac)Log out and back in to ensure your session is picking up the latest configuration
Note that some setup changes (e.g. pricing rules, allotment) only apply to new searches or bookings — existing bookings are not retroactively updated
If the change still isn't reflected, contact your administrator to check whether the setting requires a system-level restart or cache flush
I'm getting an API authentication error
Likely cause: Using the deprecated API key method, or the Bearer token has expired.
Steps to fix:
Confirm you are using Bearer token authentication — API key authentication was removed in v3.0.0
Check that your token has not expired — tokens must be refreshed periodically
Review the integration documentation under Restful API Authentication
If you are a third-party developer, contact the Tourpaq administrator for your organisation to issue a new token
Currency rates are not updating automatically
Likely cause: The automatic rate update schedule is not configured, or the external rate feed is unavailable.
Steps to fix:
Go to Setup → Currency Rates and check the current rates and last update timestamp
Confirm that automatic rate updates are enabled and the schedule is set correctly
If the feed is unavailable, rates can be updated manually by entering them directly
Contact your administrator if automatic updates have stopped working unexpectedly
🆘 Getting Help
If you've worked through the relevant steps above and the issue is still unresolved, here's how to get further support:
💬 Internal Admin
Permissions, user access, Brand setup
Your system administrator
🐛 Bug Reports
Confirmed bugs with reproducible steps
Contact your Tourpaq account manager
When contacting support, always include:
The Brand and booking number (if relevant)
A description of the steps to reproduce the issue
Any error messages — copy the exact text or take a screenshot
The browser and operating system you're using
The more detail you provide upfront, the faster your issue can be resolved. 😊
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