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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 credentials — that is, the username, email address, and/or password with which you are attempting to sign in. ...

March 8th, 2022 2660 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 regain access to your account. Resetting Your Password Navigate to your login page. If you are unfamiliar with how...

March 8th, 2022 2316 views 17 likes
Can I use my own card readers?

TripWorks protects its systems with industry leading technology and security controls, including: Data encryption within the card reader at the moment of swipe. Software developed using industry-standard best practices. Servers monitored by our dedicated security staff. Since TripWorks is PCI...

January 10th, 2022 1691 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 the toolbar Navigate to the Payout Report by selecting Finance from the sidebar menu, then Payouts from the report submenu This...

March 25th, 2022 1744 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 a $10 tip on a $100 payment, platform fees are calculated against the $100 pre-tip total, not the $110 payment...

March 25th, 2022 1408 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 Cash, Check, EFT/Wire, Voucher, and Other) to credit card payments during the prior month. This payment method hold is automatically...

March 25th, 2022 3058 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 on the same day as the original charge, it is known as a reversal. Unlike traditional refunds, reversals disappear entirely from customers’ bank statements and (depending on the card issuer) may disappear from any “pending...

March 4th, 2022 1004 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 of the tour or experience. Therefore, if you add a payment for a tour that takes place on January 7...

January 10th, 2022 2248 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 or Cash-Basis) and your report need (Accounting, Marketing, or Cash Flow). This article describes common reasons why report totals do...

January 26th, 2022 1557 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 the end of each payment cycle. While the TripWorks platform strives to make your payout schedule as simple and predictable...

August 10th, 2022 1950 views 1 likes
Do trips have to be paid in full before I will receive a payout?

No. You do not have to wait until your customers complete their activity and pay for it in full before receiving payments made toward that trip. For instance, if a customer books a trip today and pays a deposit, but...

September 23rd, 2022 1789 views 0 likes
What's the difference between a hero photo and a gallery photo?

Within your Activity Catalog, hero photos are those that appear front and center when a potential customer selects an activity to learn more about it, whereas gallery photos appear underneath the activity overview.

April 6th, 2022 2005 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 to the booking, the likely cause is your booking restriction settings. For example, let's say a theater teacher at the...

May 13th, 2022 2250 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 customer. Below, you'll find detailed examples of how this industry standard typically plays out for tour operators, followed by the...

June 14th, 2022 1672 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 in to your TripWorks dashboard and complete the steps below. How to Update Bank Details Navigate to the third-party...

July 22nd, 2022 1569 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 business. This information can help you refine your marketing efforts and better understand which channels are driving bookings. ...

August 4th, 2022 1742 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 Seasonal Pricing ‍, or other Dynamic Pricing ‍ — you will notice a Priority field. This article illustrates the purpose...

August 10th, 2022 1867 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 customer books a trip that meets the criteria of multiple rate sheets. The Priority field appears in all rate sheets...

August 16th, 2022 1714 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 reasons: The item in question is in use or has been used in the past. Deleting it would compromise your...

December 13th, 2022 3763 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 the timeslot closes. For instance, maybe your team needs a full day to prepare all the equipment for your hiking activity, and...

September 13th, 2022 1250 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 the same checkbox. This checkbox is simply the TripWorks platform asking the question, “Should I apply this unique pricing rate any...

October 6th, 2022 1874 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 widget When users select the phone number from a desktop, they will be directed to whichever app(s) their computer...

October 25th, 2022 1714 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, doing so will cause your reports to display inaccurate booking data. To see how reporting metrics generate for trips booked...

October 25th, 2022 1646 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. point of contact. Put simply: The lead traveler is the first person listed on the trip, while The point of...

November 4th, 2022 4534 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 who booked the trip and receives Automated Messaging about the trip) and/or the trip's lead traveler (the first person listed on the...

November 4th, 2022 2068 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 trip — you may come across an "Unlink Customer?" dialog box This prompt is triggered when the new booking...

November 4th, 2022 1097 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 will be pulled in to your account automatically and on a daily basis. While reviews submitted through TripAdvisor won't be...

November 7th, 2022 1276 views 1 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 button is linked to TripWorks' internal review management system — not your Google My Business account. If you would like...

December 13th, 2022 2101 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 charges, TripWorks monitors your account for customer disputes, notifies you of any disputes filed against your business, and manages the...

February 13th, 2023 1239 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 when the email used for the booking is already linked to an existing Customer Profile . The system automatically connects...

August 28th, 2024 965 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 checkout. These fields enable you to gather not only the Lead Guest’s contact information but also the details of all...

September 19th, 2024 564 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 or to better accommodate your customers. TripWorks makes it simple to update your availability! Follow these steps to quickly modify...

September 23rd, 2024 552 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 14 days after they’re created in order to maintain accurate reporting, ensuring that no changes made to past trips will...

September 26th, 2024 586 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 be appearing. This guide will walk you through the common causes and provide solutions to ensure your activity is visible...

February 10th, 2025 310 views 1 likes
Why can't I clone a booking?

Cloning a booking in TripWorks can be restricted under certain conditions. Specifically, you won't be able to clone a booking on a trip if: The trip is locked (which typically happens 14 days after creation to maintain reporting accuracy). You...

June 17th, 2025 43 views 0 likes
Do I need a landing URL to track my conversions in Google Analytics?

Many of our customers have been asking if they need a separate landing page or a unique URL to properly track conversions in Google Analytics. The short answer is no! If you have Google Analytics integrated with your TripWorks account,...

June 17th, 2025 62 views 0 likes
How do I Troubleshoot Google Analytics?

If you’re not seeing the conversion data you expect in Google Analytics after integrating with TripWorks, don’t worry—there are a few simple things to check. Follow the steps below to troubleshoot your setup and ensure your data is flowing correctly....

June 20th, 2025 55 views 0 likes
Can I setup TripWorks to connect to more than one Google Analytics GA4 account?

Yes, you can connect TripWorks to multiple Google Analytics GA4 accounts at the same time. This is especially useful if you have multiple stakeholders, agencies, or departments that need visibility into your booking funnel and user behavior. Setting it Up...

June 20th, 2025 36 views 0 likes
How do I cancel a gift card?

If you need to cancel a gift card in your TripWorks account, the process is quick and easy. Follow these steps to ensure the gift card is effectively canceled: 1. Locate the Gift Card Use the search box in...

June 20th, 2025 30 views 0 likes

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 a hero photo and a gallery photo?

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?

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?

Why can't I clone a booking?

Do I need a landing URL to track my conversions in Google Analytics?

How do I Troubleshoot Google Analytics?

Can I setup TripWorks to connect to more than one Google Analytics GA4 account?

How do I cancel a gift card?