Your customers see these messages on the pages you send them: their customer account, the customer trip page,
the quotation page and the payment page. Some also appear to you on the staff side when you manage offers or the
customer account. Use this list when a customer calls you with a message. A "…" stands for a name, a number or an
amount that the message fills in.
One-time codes and signing in
| Message |
What to do |
| Enter your mobile number or email |
The customer typed neither a valid email nor a mobile number of 7 to 15 digits. Ask them to type the full number with the country code, or their email. |
| The code is not right |
The one-time code is wrong. They type the newest code they received, or ask for a new one. |
| The code has expired. Ask for a new one. |
A code works for 10 minutes and once only. They press Send again to get a new one. |
| Too many tries. Ask for a new code. |
Five wrong codes block that code. They ask for a new code. |
| Too many codes for this number. Try again in 15 minutes. |
More than 5 codes were asked for the same number or email within 15 minutes. They wait 15 minutes. |
| Enter the code we sent you |
The trip page needs the one-time code again on this browser. They type the code they receive. |
| No contact for this channel |
We have no mobile or email for the way they chose to get the code. They choose another way, or you add their contact details. |
| Please sign in |
The customer's session ended, or the customer is blocked. They sign in again with a code; check that the customer is allowed in their customer file. |
| The agency has closed customer accounts for now |
Customer accounts are switched off in Settings → Customer portal and loyalty, or the agency's account is paused. Switch them on, or help the customer directly. |
| This link has expired. Ask the agency for a new one. |
The trip page link is unknown or past its expiry. Send the customer a new trip link from the booking. |
Booking a trip online
| Message |
What to do |
| Add at least one traveller |
A booking needs at least one adult or child. |
| Each infant travels with an adult |
There are more infants than adults. Add adults or remove infants. |
| Choose … travellers |
The chosen travellers do not match the number of seats. Pick exactly that many. |
| … is …: book them as an adult / a child |
The traveller's age does not match the chosen type. Change the traveller type. |
| … is too young to travel as … (from … years) |
The traveller is younger than the type allows. Book them as a child or infant. |
| Price option not found |
The room or price option chosen no longer exists. Reload and choose again. |
| You can save up to 30 travellers |
A customer account keeps up to 30 travellers. Edit an existing traveller instead. |
| Online booking is not available right now. Please contact … and they will book this trip for you. |
The agency reached its plan's New bookings a month limit, so nothing was created. The activity log records it. Book the trip for the customer after upgrading the plan: Plan limits and how usage is counted. |
Paying, points and credit
| Message |
What to do |
| Enter an amount up to the balance |
The amount is zero or more than the balance. Enter an amount up to the balance. |
| Enter an amount above zero |
The amount to pay with points or credit is zero. Enter an amount. |
| Choose how you paid |
The customer reported a transfer without choosing one of the methods offered. Choose one. |
| Points are not used at this agency |
Loyalty points are switched off. The customer pays another way. |
| Credit is not used at this agency |
Customer credit is switched off. The customer pays another way. |
| Points have no value set yet |
The point value is zero for the booking's currency. Set the point value in Settings → Customer portal and loyalty; meanwhile the customer pays another way. |
| Points have no value set. Set the value of a point in Settings → Customer portal. |
The same rule, shown to staff. Set the value of a point. |
| Use at least … points |
The customer is using fewer points than the minimum to redeem. Use more points. |
| This link was just paid. Refresh the page. |
The payment link was already paid. Refresh to see the receipt; do not pay twice. |
| Missing checkout session |
The card payment page opened without a valid session. Start the payment again. |
Uploads and chat
| Message |
What to do |
| Choose a file |
The upload has no file. Pick a photo or a PDF. |
| Send a photo or a PDF |
The file is another type. In the customer account JPEG, PNG, WebP, HEIC, GIF and PDF are accepted. |
| That file is too large. Send one under 15 MB. |
Send a smaller photo or PDF. |
| The file is empty |
The file has no content. Pick the file again. |
| Uploads are turned off |
Customer uploads are switched off: Customers can upload documents in Settings → Preferences, or Customers can send documents in Settings → Customer portal and loyalty. The customer sends the document another way, such as the chat or WhatsApp. |
| Traveller not found |
The traveller is not on this booking or account any more. Refresh the page. |
| Write a message |
The chat message is empty and has no file. Type a message. |
| The message is too long |
A chat message has up to 4000 characters. Shorten it. |
Quotation page
| Message |
What to do |
| Choose an option |
The customer accepted without choosing an option. Choose one option. |
| Quotation not found |
The quotation link is not known. Check the link, or send the quotation again. |
| This quotation has expired. Ask the agency for a new one. |
The quotation passed its valid-until date. Send the customer an updated quotation. |
| This quotation was already accepted |
The quotation was accepted or became a booking. Nothing to do; you are handling it. |
Customer account settings and offers (staff side)
| Message |
What to do |
| Turn on the customer portal first (Settings → Customer portal) |
You invited a customer while customer accounts are off. Switch them on in Settings → Customer portal and loyalty. |
| This customer is blocked from the portal |
You invited a blocked customer. Allow the customer in their file first. |
| Customer credit is turned off (Settings → Customer portal) |
You refunded to credit while customer credit is off. Switch credit on, or refund another way. |
| Add … to your currencies first |
You adjusted credit in a currency you do not use. Add the currency in Settings → Currencies. |
| Not zero |
A points or credit adjustment of 0. Enter a number other than zero. |
| Conversation not found |
The conversation no longer exists. Refresh Inbox. |
| Write a reply |
The inbox reply is empty. Type a reply. |
| User not found |
The teammate or user no longer exists. Refresh the list. |
| A percent discount is at most 100 |
Enter a percent discount up to 100. |
| The discount cannot be negative |
Enter a discount of 0 or more. |
| The offer ends before it starts |
Correct the offer dates. |
| The promo code … is already used by "…" |
Two offers cannot share a promo code. Pick another code. |
| Use 3 to 30 letters or numbers for the promo code |
The promo code is too short, too long or has symbols. Use 3 to 30 letters or digits. |
| Choose a picture |
You uploaded an offer picture without a file. Choose an image. |
| Use a JPEG, PNG or WebP picture |
The picture is another type. Use JPEG, PNG or WebP. |
Other public pages
| Message |
What to do |
| Logo not found |
The agency logo file is missing. Upload the logo again in Settings → Agency and brand. |
| Use at least 8 characters |
A new password needs 8 characters or more. |
| Sign up is closed. Contact us to get an account. |
New agencies cannot sign up on their own at the moment. Contact the platform to get an account. |