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.

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.

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.

"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.

"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 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.

"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 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.

"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.

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.

"Move the image to the bin before you delete it for good". Only images in the bin can be deleted for good, and only by owners.