Before troubleshooting chat as broken, check whether it's actually locked — that's expected, not a bug.
Locked, not broken
Chat between you and a guide only opens once a booking is confirmed — meaning the guide accepted the request and payment has gone through. This is intentional: it keeps conversations tied to a real booking and protects both sides from being contacted before there's a confirmed tour. Accepting a request is not the same as confirming it — payment has to complete first.
If your booking is still pending or only accepted (not yet paid), you won't see a chat thread for it yet. Once it's confirmed, the thread opens automatically — you don't need to do anything extra to unlock it.
If your booking IS confirmed and chat still won't load
- Reload the page.
- Try a private/incognito window to rule out a cache or extension issue.
- Try a different, current browser — see Supported browsers.
- If you're on a restrictive or filtered network, try mobile data — see Network or Wi-Fi problems.
| Symptom | What it means |
|---|---|
| No chat thread appears at all | Booking isn't confirmed yet — this is expected |
| Chat thread appears but is empty/frozen for a confirmed booking | Likely a loading issue — try the steps above |
| You can see old messages but can't send new ones | Try reloading first; contact support if it persists |
Contacting support
If your booking is confirmed and chat still won't load, contact us and include:
- Your booking reference
- Your device, operating system, browser, and version
- The exact error message, if any
- The page URL
- Roughly when it happened
- Whether it works on another browser or network
Never include a password or verification code.
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