When something in Trips is not behaving, start here. The list below covers every issue we have a dedicated article for. If none of these fit your symptom, the Still stuck? section at the bottom walks you through opening a support ticket that gets resolved quickly.
Common issues
My custom domain won't connect — CNAME wrong, SSL still issuing, Apple Pay not registered, or a conflicting DNS record. Open article.
Stripe payments aren't working — onboarding incomplete, payouts paused, hosted-vs-embedded fallback, webhook drift, or wallet registration failed. Open article.
Commissions aren't posting to Books — paused integration, unfinished mapping, archived account, transient outage, or wrong-org sanity check. Open article.
Emails not sending from my Gmail — connection dropped, fell back to backup sender, Workspace admin block, threading, or daily limit. Open article.
My client didn't get their portal invite — spam folder, wrong email on the contact, delivery block, or invite expired. Open article.
Client can't log into the portal — magic-link expired, wrong email, cookie / browser issue, or auto-invite not on. Open article.
Client says they can't see my proposal — share link not generated, proposal not published, access restricted, or wrong URL pasted. Open article.
My file won't upload — file too large, MIME type rejected, virus scanner flag, or browser interruption. Open article.
Still stuck?
If none of the articles above match — or you have worked through one and the issue persists — open a support ticket at [email protected]. We read every ticket personally; a fast response is normal during business hours.
Include these five things in your first message and we can usually diagnose in one round:
Your agency name (or the org URL — e.g.
your-agency.urtravelpro.com).The exact URL you were on when the problem happened. For a specific trip, copy the trip URL straight from the browser bar.
The exact error message if there was one. A screenshot beats a paraphrase.
A screenshot or short screen recording showing what you saw vs what you expected.
What you have already tried — even just "refreshed once" helps us skip the obvious.