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Troubleshooting

Symptoms first, grouped by where they show up. Most have a configuration cause rather than a fault.

Nobody can pay​

There is no payment option at checkout​

The customer sees "No payment provider available".

Work down this list:

  1. Is any gateway Ready? Payment Gateways marks a dedicated gateway Credentials required until you complete it. Such a gateway can still be listed at checkout, but customers cannot pay through it.
  2. Is a gateway allowed for that service? Each gateway card lists the services it may take payment for. A card saying no service has been allowed cannot take anything. A customer topping up their wallet needs a gateway whose card lists Wallet top-up.
  3. Is your wallet short? A dedicated gateway is hidden whenever your balance in its currency cannot cover the payment plus its fee: the platform wallet for a USD gateway, your platform's rial balance for an IRR one.
  4. Is the currency covered? A gateway has to be enabled for the currency being charged.

→ Get paid

A gateway that used to work has disappeared​

Almost always the wallet. A dedicated gateway removes itself silently when the balance is too low — there is no error for you or the customer. Check the balance in the panel header first.

"This provider can't take this payment"​

The same thing, hit mid-payment. Top up the wallet. The customer can pick another provider immediately.

Money questions​

A customer was charged and there is no booking​

The payment succeeded and the booking then failed. The money is in that customer's own wallet on your storefront, and applies automatically the next time they book — no second charge. They were shown a page headed Your booking wasn't completed, with their wallet balance, a note that it is applied automatically when they book again, and a Reference to quote if they contact support.

A customer paid and there is no order anywhere​

If it was a payment link rather than a booking, it is under Incoming Payments, not in the order lists.

My withdrawal has not arrived​

Two to three business days is normal. Find it in Transactions — in-progress withdrawals carry a note and a Check Status action.

I cannot withdraw​

The minimum is 100 USD, and the fee is charged on top of the amount you enter, so your balance must cover both. The screen shows Total debited from wallet before you confirm.

I sent a wallet transfer to the wrong person​

Transfers are instant and cannot be reversed. Contact the recipient.

The wallet screens show no balance at all​

If your platform has no dollar wallet, the wallet screens show a notice rather than a balance. Refresh, and contact support if it persists.

My profit on a booking is lower than my markup​

Check for a more specific markup than the one you expected. Coupons and points do not reduce your profit on bookings placed today: a coupon's value is paid from your marketing wallet, and points are never spent at checkout.

→ How pricing works

Coupons and points​

A customer says a code is rejected​

Customers do not type codes: the Your coupons card at checkout lists only their active discount coupons in the booking's currency that cover its service and product, and whose minimum order amount the booking reaches. If a coupon is missing there, open it in Issued Coupons: is it Active, and not expired? Does it fit the booking? On a tour, the card only appears when the plan is paid through the payment gateway. A Wallet top-up coupon never appears at checkout; the customer adds it from My Coupons with Add to my wallet.

A customer was asked to contact support when using a coupon​

Your Marketing Wallet could not cover the coupon. Nothing was taken and the coupon is still theirs. For a USD coupon, charge the dollar wallet and they can use it again. Any other coupon is paid from a rial wallet the panel cannot charge.

A coupon is said to be in use by another purchase​

A purchase that used it is still Being settled. The same code cannot be used again until that use settles, usually within minutes. View uses in Issued Coupons shows its status.

I want to create a discount code​

You cannot any more. Customers get coupons by buying them with points from your Coupon Catalogue.

Customers are not earning points​

An action pays only when it has an active rule in Earning Rules. For a purchase, check there is an active rule for that service, or one for All services. Points for a purchase arrive once the booking is confirmed. Then check the club is switched on in Club Settings.

→ Run a customer club

A member's balance dropped​

Points expiry, if you switched it on: points past the window are retired nightly, oldest first, and the member sees an expiry row in their history. Otherwise a debit made with Adjust points in Members, points taken back from a cancelled order, or points the member spent on a catalogue coupon. Their tier is unaffected — tiers come from lifetime points.

Orders​

A tour order has been Pending for days​

Only an order paid in Cash or by Card number waits for you, and nobody else can confirm it. Tours are your product, so it stays Pending until someone on your team opens Tour Orders and uses Change status. An order paid through the payment gateway confirms itself once the payment goes through, and has no Change status.

There is no ticket or voucher to download​

The download appears on the order's row, and at the top of the order's own page, only once the ticket or voucher has been issued. On flight and hotel orders, the badge next to the status reads Issuing while the system keeps checking with the provider for up to 24 hours after payment. If it reads Issuance delayed, the document was not issued within those 24 hours and the system has stopped checking: escalate it.

An activity order says "Awaiting supplier confirmation"​

The customer has paid and the order succeeded, but the supplier has not confirmed yet. It is a display state, not a filter — filter to Confirmed and read the badges.

I cannot cancel a flight or hotel booking from the panel​

Those are cancelled through the supplier's rules. The order details carry the refund rules that apply. Only tour orders are cancelled by you directly.

I cannot edit an order​

Order lists are read-only apart from tour status changes and visa updates. Prices, passengers and details cannot be changed after the fact.

Visa requests​

The update form is unavailable​

A request can only be updated once its payment status is Paid.

I cannot change a request any more​

Issued and Rejected are final states.

A customer cannot apply for a visa​

Check the visa type's origin restrictions — allowed or banned origin countries are enforced before the application starts.

The storefront​

The wrong product is on my home page​

Your landing page is the search page of the first active service in Seller Information → Storefront Services. Drag the one you want to the top.

Visitors land on an empty page​

The home page says only Coming Soon when no service is switched on. Enable at least one.

A service is missing from the panel entirely​

If it is not in Seller Information → Storefront Services, it was not granted to your platform. That is decided by your platform operator, not by a role.

The matching block has to be on the page. Open Home pages and add Popular routes to your flight page.

A page I wrote does not show in the menu​

Check it is assigned to a menu, check that menu's position, and check the menu is not an external-link menu — a menu with an external link cannot hold custom pages.

My storefront is half-translated​

Enabling a language in Platform Languages does not translate your own content. Look for the "X of Y languages filled" counters on content screens.

→ Languages and currencies

I changed the palette and nothing happened​

Selecting a palette previews it inside the panel. It reaches visitors only when you save.

An image upload is rejected​

Check size and format against the hint on that screen. Most image fields accept JPEG, PNG and WebP up to 5 MB; footer trust logos allow SVG but cap at 1 MB; mobile app service images must be square and at least 100×100.

Panel access​

A colleague says a page is missing​

Their role. Find the page in the Panel reference, read the access it needs, and check their role includes it. A whole group disappears when every screen inside it is hidden.

A page is missing even for a role with every access​

Not a role problem. The screen is conditional: Commissions only exists on controlled-markup platforms.

I cannot create a user​

Your role needs Users → Create. Without it, the Add user button in Users is not shown. People can still register on your storefront themselves, then appear in Users, where you assign them a role.

If the panel shows an error when you submit, the email may already belong to a user on your platform. Search the list for them instead.

I cannot delete a user​

Not available. To take away someone's panel access, assign them the role your customer accounts hold.

Someone has more access than I intended​

Check their role, then check who holds Assign role. Anyone with it can give any other staff member any role on your platform, including one with more access than their own. Nobody can change their own role, so look for the colleague who gave it.

→ Who can do what

Tours​

I cannot delete a departure​

Departures with bookings are never deleted. Cancel them instead. Bulk delete keeps them and reports back which ones it kept.

Bulk create produced fewer departures than expected​

Duplicates are skipped, and the result tells you how many. Excluded dates are skipped too. A single rule can create at most 366 departures.

The preview warns that departures overlap​

Expected with back-to-back patterns. Capacity is held per departure and never pooled per day, so overlapping departures each keep their own seats.

The last-minute override on a departure does nothing​

The plan's last-minute rule has to be switched on first. The override only changes the percentage of an active rule.

I cannot delete an image from the media library​

An image used in a schedule plan description cannot be deleted. Remove it from the description first.

Still stuck​