Frequently Asked Questions

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I'm stuck on the login page. How do I sign in to my dashboard?

If you are seeing an error message when trying to access your TripWorks dashboard, the culprit is most likely your login...

March 8th, 2022 2559 views 11 likes
I forgot my password. How do I log in to my dashboard?

Forgot your password? No worries! In this guide, we'll walk you through the simple steps to reset your password and...

March 8th, 2022 2235 views 17 likes
Can I use my own card readers?

TripWorks protects its systems with industry leading technology and security controls, including: TripWorks performs data encryption within the card reader...

January 10th, 2022 1626 views 1 likes
Where can I view money sent to my bank account?

You can view all past and pending payments by viewing the Payout Report. To access this report: Choose Reports from...

March 25th, 2022 1647 views 1 likes
Are tips subject to platform fees?

No. Platform fees (also known as “booking fees”) are calculated on the pre-tip payment amount. For example, if a guest leaves...

March 25th, 2022 1341 views 1 likes
What does "This payment method has been temporarily disabled" mean?

This message indicates that your account has automatically been flagged for exceeding a ratio of manually entered payments (such as...

March 25th, 2022 2949 views 1 likes
I issued a refund. Why can't the customer see the refund credit on their bank statement?

When you issue a refund quickly enough, it is known as a “reversal.” Unlike traditional refunds, reversals disappear entirely from...

March 4th, 2022 949 views 0 likes
What is the difference between Date Created and Activity Date?

Date Created refers to the date the transaction was entered or the activity occurred. Activity Date refers to the date...

January 10th, 2022 2129 views 0 likes
Why don't my report totals match?

Each type of TripWorks report has a specific application, and should be chosen depending on your company's accounting platform (Accrual...

January 26th, 2022 1499 views 1 likes
Why is my payout amount different from the amount expected?

Once you get into the rhythm of any regularly scheduled banking transaction, you expect to know exactly what's coming at...

August 10th, 2022 1840 views 1 likes
Do trips have to be paid in full before I will receive a payout?

The short answer: No. You do not have to wait until your customers complete their activity and pay for it...

September 23rd, 2022 1689 views 0 likes
What's the difference between hero photos and gallery photos?

Within your Activity Catalog, hero photos are those that appear front and center when a potential customer selects an activity...

April 6th, 2022 1906 views 1 likes
Why can't I add more tickets to a booking during checkout?

If you or your customers are unable to increase the ticket quantity during checkout, preventing additional tickets from being added...

May 13th, 2022 2142 views 0 likes
Are fees refunded when a credit card transaction is refunded?

This article describes how fees are handled when refunding a credit card payment processed by TripWorks on behalf of your...

June 14th, 2022 1594 views 1 likes
How do I update my bank details?

Once you have set up your Stripe Integration , you can edit your bank details at any time. Simply log...

July 22nd, 2022 1471 views 0 likes
How do I remove the "How did you hear about us?" prompt?

The “How did you hear about us?” prompt is a useful tool for gathering insights into how customers discovered your...

August 4th, 2022 1679 views 1 likes
What is the purpose of the Priority field for rate sheets?

Each time you create or edit a rate sheet — whether you are setting up Standard Activity Pricing , unique...

August 10th, 2022 1786 views 1 likes
Why can't I change the Priority field for the Base Rates rate sheet?

The Priority field in rate sheets ‍ allows you to define which pricing rates should apply over others whenever a...

August 16th, 2022 1643 views 1 likes
Why can't I delete certain items from the dashboard?

There are certain things you cannot delete from your TripWorks account, and it typically comes down to one of two...

December 13th, 2022 3663 views 1 likes
How do I change how far in advance a customer can book a trip?

Sometimes, you may want to increase or decrease the amount of time a customer has to book a trip before...

September 13th, 2022 1195 views 1 likes
What does the "ticket types must be the same" checkbox do?

When you are creating a Dynamic Pricing ‍ rule based on passenger count, you will notice a ticket types must be...

October 6th, 2022 1792 views 1 likes
Can I make my phone number clickable?

Yes. Through TripWorks, you can give online shoppers the option to click or tap a phone number from the booking...

October 25th, 2022 1649 views 0 likes
Can I book a trip without logging in to my TripWorks account?

Members of your team can book trips on behalf of your customers without logging in to your TripWorks account. However,...

October 25th, 2022 1566 views 1 likes
What's the difference between the lead traveler and the point of contact?

When discussing the customers who comprise a trip, there is one important distinction to be made: the trip's lead traveler vs....

November 4th, 2022 4367 views 1 likes
Can I change the lead traveler and/or point of contact after a trip is booked?

Occasionally, after a trip is booked, you may need to make changes to the trip's point of contact (the person...

November 4th, 2022 1988 views 1 likes
What does it mean to "Unlink Customer"?

When you edit the booking details of a trip's lead traveler — that is, the first traveler listed on the...

November 4th, 2022 1052 views 1 likes
How do I get TripAdvisor reviews to show in my reports?

Once your TripAdvisor URL is saved within the Social Media settings of your TripWorks account, any reviews posted to TripAdvisor...

November 7th, 2022 1198 views 1 likes
Setting Up Your Google Analytics Integration

Google Analytics provides valuable insights into how visitors interact with your website, tracking traffic, user behavior, and conversion paths to...

February 24th, 2023 623 views 2 likes
In follow-up emails, how do I make the review button link to my Google Reviews?

Your TripWorks account comes equipped with a pre-made follow-up message template, which includes a Write a Review button. By default, this...

December 13th, 2022 2019 views 1 likes
What happens if a customer disputes a charge?

The TripWorks platform utilizes Stripe as its payment processor. Once your Stripe Integration is set up and you beginning running...

February 13th, 2023 1173 views 1 likes
Why Does the Customer Name Change After Booking a Trip?

When booking a trip, you might notice that the customer name sometimes changes after the booking is finalized. This occurs...

August 28th, 2024 889 views 1 likes
How Do I Remove Additional Customer Information Fields During Checkout?

For each activity, you can choose to display customer information fields (also called data fields) to collect guest details during...

September 19th, 2024 523 views 1 likes
How do I Change the Start Time of an Activity?

There may be instances when you need to adjust the start time of an activity, whether due to scheduling changes...

September 23rd, 2024 501 views 1 likes
Why Can’t I Edit a Trip?

If you’re unable to edit a trip in TripWorks, it may be because the trip is locked. Trips automatically lock...

September 26th, 2024 518 views 1 likes
Why Isn't My Activity Showing Up on My Widget or as a Bookable Item?

If you're having trouble seeing your activity in the booking widget, there are several possible reasons why it may not...

February 10th, 2025 260 views 1 likes

TripWorks Knowledge

Frequently Asked Questions

Review our database of client questions to get the answers you need.

I'm stuck on the login page. How do I sign in to my dashboard?

I forgot my password. How do I log in to my dashboard?

Can I use my own card readers?

Where can I view money sent to my bank account?

Are tips subject to platform fees?

What does "This payment method has been temporarily disabled" mean?

I issued a refund. Why can't the customer see the refund credit on their bank statement?

What is the difference between Date Created and Activity Date?

Why don't my report totals match?

Why is my payout amount different from the amount expected?

Do trips have to be paid in full before I will receive a payout?

What's the difference between hero photos and gallery photos?

Why can't I add more tickets to a booking during checkout?

Are fees refunded when a credit card transaction is refunded?

How do I update my bank details?

How do I remove the "How did you hear about us?" prompt?

What is the purpose of the Priority field for rate sheets?

Why can't I change the Priority field for the Base Rates rate sheet?

Why can't I delete certain items from the dashboard?

How do I change how far in advance a customer can book a trip?

What does the "ticket types must be the same" checkbox do?

Can I make my phone number clickable?

Can I book a trip without logging in to my TripWorks account?

What's the difference between the lead traveler and the point of contact?

Can I change the lead traveler and/or point of contact after a trip is booked?

What does it mean to "Unlink Customer"?

How do I get TripAdvisor reviews to show in my reports?

Setting Up Your Google Analytics Integration

In follow-up emails, how do I make the review button link to my Google Reviews?

What happens if a customer disputes a charge?

Why Does the Customer Name Change After Booking a Trip?

How Do I Remove Additional Customer Information Fields During Checkout?

How do I Change the Start Time of an Activity?

Why Can’t I Edit a Trip?

Why Isn't My Activity Showing Up on My Widget or as a Bookable Item?