Most Common Issues and Troubleshooting Steps

Possible issues during information saving include:

Before clicking on “Publish”, click on any part of the screen outside the text field. This will help the system update and save the new information.
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If the issue persists, please switch to another browser - we recommend switching to Chrome. If you have already done that, please enable cookies and clear the cache in order to refresh your systems.

You can follow the steps under General Troubleshooting.

On certain tablets (mainly iPads) and phones, as well as specific browsers, you will not be able to input the codes for the two-factor authentication. Switching to Chrome or using a desktop/laptop instead will allow you to get into your account effectively.

If you need to change your 2FA method because you have a new phone or number or are not receiving the SMS, please kindly contact our support team at info@wetravel.com, and we will assist you further.
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Click here to learn more about our two-factor authentication options.

If you create a message via the WeTravel platform to your customers that is not being sent, you are most likely using an outdated browser version. Switching to the latest version of Chrome on a desktop will allow you to proceed and send out messages correctly.

If you are still getting an error message, please take a screenshot and send it to info@wetravel.com so we can help you out.
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If you have multiple WeTravel accounts, you may be logged into the wrong one. The links from our emails will not work, and you will see a 404 Page Not Found error.
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Please kindly log out of your current WeTravel account before clicking on any links in our automated emails. This will allow you to sign in with the correct credentials.

You can follow these instructions to find out which email you used to book your trip.

You can also switch to your browser’s Incognito mode and manage your WeTravel account from there.

Receiving the JSON error message often means a temporary error. Refreshing your page or trying again will usually allow you to move forward.

If the error message persists and you have a stable internet connection, you’ll need to follow the steps as indicated here - General Troubleshooting.
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This can happen when using Safari as your main browser. After switching to Chrome, you will be able to see the pictures on your trip builder/trip page again. If the pictures are not showing even after switching browsers, please follow the steps in the General troubleshooting.

This issue normally occurs only when creating or editing a trip. Your participants will be able to see the images, even if they are using different browsers on their end.

The solution to most technical issues is switching to a different browser (Chrome is our recommended browser) or clearing the cache if you are already using Chrome.

Important: This will remove any information you have written so far, so if you are composing a trip description or itinerary on your WeTravel account, please make sure you have copied the text into a separate document before continuing.

Just stay in your browser, make sure you're on www.wetravel.com, and type in the following shortcut:

Windows: Ctrl+Shift+r

Mac: Command+Shift+r

Alternatively, you can log in using an Incognito window in Chrome:

Clearing cookies and cache on Safari

Clearing cookies and cache on Chrome

Clearing cookies and cache on Edge

Clearing cookies and cache on Firefox

If none of the above works to solve your case, please contact our support team at info@wetravel.com for further assistance. Please include screenshots or a screen recording of the situation, as this will allow us to help you more efficiently! 🤟🏼