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?

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

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

  Resetting Your Password Navigate to your login page. If you are unfamiliar with how to reach this page, see......

• 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......

• 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......

• Are tips subject to platform fees?

  No. Platform fees are calculated on the pre-tip payment amount.  For example, if a guest leaves a $10 tip on......

• 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......

• 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......

• 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......

• 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......

• 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......

• 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 experience and pay for......

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

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

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

  If during checkout you or your customers are seeing a "-[#] Ticket to Book" message, preventing more tickets from......

• 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......

• 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......

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

  By default, a How did you hear about us? prompt will appear during the checkout process. E-commerce customers will see......

• 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 Experience Pricing, unique......

• 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......

• 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......

• 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......

• 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......

• 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......

• 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.......

• 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......

• 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......

• 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......

• 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......

• 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,......