# Troubleshooting

> What the messages in Travel Orbit mean and what to do about them, for trips, departures, bookings, payments, Stripe, the traveller portal, AI writing and languages.

Source: https://docs.bifrostorbit.com/travel/everyone/troubleshooting/

Each entry starts with what you see, then why and what to do. For messages from the booking API and the MCP server, see [Troubleshooting for developers](https://docs.bifrostorbit.com/travel/developers/troubleshooting/).

## Access

**"Your Travel Orbit role doesn't allow that. Ask an admin of your organisation."**
Your role doesn't cover what you tried, such as a refund as an Editor or a trip change as a Viewer. An Admin can make you an Editor under **People**. Refunds, Stripe, booking settings, AI writing, API keys and roles stay with Admins. See [Who can do what](https://docs.bifrostorbit.com/travel/everyone/roles/).

**You can't see Stripe, People or Audit trail in the sidebar.**
They are only shown to Admins.

**"This organisation is suspended".**
A platform admin has suspended your organisation in Orbit. Nobody can open Travel Orbit for it until it is turned back on.

## Trips and departures

**"Add at least one price before publishing".**
A trip needs a price under **Prices & extras** before it can be published. See [Prices, extras and payment plans](https://docs.bifrostorbit.com/travel/everyone/prices-extras-and-payment-plans/).

**"This trip has bookings. Archive it instead, so the bookings keep their trip."**
A trip with bookings can't go in the bin. Archive it from **More actions**: it leaves the booking site, and its bookings stay as they are.

**"This departure has bookings. Cancel it instead, so the bookings keep their date."**
Cancel the departure rather than deleting it, then deal with each booking. See [Refunds and cancellations](https://docs.bifrostorbit.com/travel/everyone/refunds-and-cancellations/).

**"5 places are already taken, so the capacity can't be lower".**
The number of places can't go below what is booked or held right now.

**"This trip has bookings in EUR, so it has to keep selling in that currency".**
Once a trip has bookings in a currency, you can't stop selling in it.

**"Leif Hansen leads a trip. Take them off it first." or "Svolvær Rorbuer is in a trip's itinerary. Take it out first."**
A guide or place to stay in use can't go in the bin. Take it off the trip or itinerary first.

**"Summit day is on 3 days in your trips, so it can't be removed. Hide it instead, and those days keep it."**
Kinds of day and meals in use can only be hidden under **Booking settings**.

## Bookings

**"There aren't enough places left on this departure" or "Those places were just taken. Choose another departure or fewer travellers."**
Someone else booked or is paying for the last places. Places held in a checkout go back on sale when the hold runs out, after the time set under **Hold places for** in Booking settings.

**"Bookings for this departure have closed" or "This departure has already left".**
The departure is past the date it takes bookings until, or has started. Choose another departure.

**"Rental skis is sold out on this departure" or "Rental skis can't be added this close to departure".**
The extra has no more left on this departure, or its **Bookable until** has passed.

**"Add the passport number for traveller 2" or "Answer "Shoe size" for traveller 2".**
The trip's [booking form](https://docs.bifrostorbit.com/travel/everyone/booking-form/) asks for that detail, and it is required.

**"The booking changed while you were cancelling it. Open it again."**
Someone else, or a payment, changed the booking at the same time. Open it again and check before you try once more.

**"At most €1,240 can be refunded".**
You can't refund more than was paid, less what was refunded already.

**"Confirm or decline the request to mark it won or lost".**
A request moves to won or lost by being confirmed or declined, not by dragging it on the board.

## Payments and Stripe

**Bookings arrive as requests and nobody can pay online.**
Nobody has connected Stripe yet. An Admin connects it under **Stripe**. See [Connect your Stripe account](https://docs.bifrostorbit.com/travel/everyone/connect-stripe/).

**"Stripe did not accept that key. Check that you copied all of it."**
The key is incomplete or was removed in Stripe. Copy it again from your Stripe dashboard.

**"Use a live secret key with a live publishable key, or test keys with test keys".**
The two keys come from different modes. Copy both from live mode, or both from test mode.

**Overview says "Stripe stopped accepting your key" or "Your Stripe key is missing access".**
Stripe refused the key, or the key lacks a permission Travel Orbit needs. Automatic payments are paused, and travellers can't pay in the portal. Make a new restricted key with the permissions in [Connect your Stripe account](https://docs.bifrostorbit.com/travel/everyone/connect-stripe/) and select **Use new keys**.

**"Connect Stripe again to refund card payments".**
Card refunds go through your Stripe account, so the connection has to work. Fix it under **Stripe** first.

**"Stripe said: …"**
Stripe refused the request and Travel Orbit passes on its reason. Check the payment in your Stripe dashboard.

## The traveller portal

**A traveller gets no sign-in code.**
Codes are only sent to the email address the booking was made with (the lead traveller's), and only if it has a confirmed, requested or cancelled booking with you. A new code can be asked for once every 45 seconds. Ask the traveller to check their spam folder and the address they booked with.

**"That code isn't right. Check the email and try again." or "That code has expired. Ask for a new one."**
Codes last 10 minutes and allow five tries. Ask for a new one.

**"Online payment isn't available. Contact Northwilds to pay."**
Your Stripe connection isn't working. Fix it under **Stripe**, or record the payment by hand when the traveller pays another way.

**"Pay once by card first, and we will use that card for the next payments".**
A traveller tried to turn on automatic payments in the portal before paying by card. Automatic payments use the card from an earlier payment.

## AI writing and languages

**"Writing with AI isn't set up" or "Writing with AI is off".**
An Admin adds an AI key and switches it on under **AI writing**. See [AI writing](https://docs.bifrostorbit.com/travel/everyone/ai-writing/).

**"That's a lot of writing at once. Wait a minute and try again."**
Your team has asked for a lot of AI writing in a short time. Wait a minute.

**"AI never writes prices, payment plans, discounts, cancellation tiers or dates. Write those yourself."**
AI writing only writes text. Enter money and dates yourself.

**"Add this language under Booking settings first".**
You tried to translate into a language your organisation doesn't offer. An Admin adds it under **Languages** in Booking settings.

**"Save the text in the main language first".**
Translations start from saved text in your main language.

**"DeepL isn't set up on this server. Choose your AI provider instead."**
Choose **Your AI provider** under **Translate with** in Booking settings. See [Languages](https://docs.bifrostorbit.com/travel/everyone/languages/).

## Media

**"Only images can be uploaded here, such as JPEG, PNG or WebP" or "That file couldn't be read as an image".**
Upload an image file. See [Media](https://docs.bifrostorbit.com/travel/everyone/media/).

**"Move the image to the bin before you delete it for good".**
Only images in the [bin](https://docs.bifrostorbit.com/travel/everyone/bin/) can be deleted for good, and only by owners.