Troubleshooting
Chat isn't loading
Tell the difference between chat that's locked until payment and chat that's actually broken.
For travelers and guides2 min readUpdated September 24, 2026
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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