Troubleshooting
Fix sign-in, device, browser, network, and payment problems.
13 articles
For everyone
- I can't create an accountFix sign-up errors, password rules, and the security check that blocks registration.
- I can't sign inCheck your sign-in method, email verification, and browser session before contacting support.
- A verification or reset email hasn't arrivedFind a missing sign-up verification or password reset email, or request a new one.
- The site isn't working on my phone or browserUpdate your device and browser, or try practical fixes if you can't update.
- Supported browsersUse a current version of Chrome, Safari, Firefox, or Edge — not an in-app browser.
- The site fails on a specific network or Wi-FiWork around captive portals, filtered networks, VPNs, and blockers that stop the site from working.
- The security check won't loadFix a stuck or failed security check on sign-in or sign-up.
- Checkout or a payment link isn't workingFix a payment link that won't open, load, or complete.
- The page is blank or looks brokenFix a blank, half-loaded, or visually broken page.
- Cookies and private browsingWhy the site needs cookies enabled, and how private browsing can affect sign-in.
- Chat isn't loadingTell the difference between chat that's locked until payment and chat that's actually broken.
- Times look wrongBooking times are shown in the tour city's local time, not your own.
- Slow connection or images not loadingSpeed things up when pages are sluggish or guide photos won't appear.
Still need a hand?
Tell our support team what happened and include your booking reference if you have one. We reply within 1–2 business days.