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FAQ: Getting Started with WeTravel
Getting Started
Most Common Issues and Troubleshooting Steps
Most Common Issues and Troubleshooting Steps

Learn more about how to troubleshoot the most common errors on your WeTravel account.

Updated over a week ago

My Information Isn’t Saving

Possible issues during information saving include:

  • Trip Preview doesn’t show new changes

  • Participant information doesn’t change after updating

  • Pricing or trip information shows the old details after updating

  • Unable to save my edits on the trip builder

Before clicking on “Publish”, click on any part of the screen outside of the text field. This will help the system update and save the new information.

In case 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.

"Set Password" Link Isn’t Working

When the link to set a password for your WeTravel account isn’t working, it may have expired, as it’s only valid for a limited amount of time.

You can request a new one by going to and clicking on “Sign In” in the top right corner of the page. Fill out your email address and click “Next”.

On the next page, please select “Forgot password”.

This will send you a new link to your email address and will allow you to reset your password, even if this is the first time you set your password.

Please make sure to only use the most recent email, as the other emails will not work anymore!

If you are not receiving the email to set your password and it is not in your Spam or any other folder either, please send us a message at and we will assist you further.

2FA Login Isn’t Working

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 and we will assist you further.

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My Messages Aren’t Sent

If you create a message via the WeTravel platform to your customers and it is not sending, you are most likely using an outdated version of the browser. 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 so we can help you out.

404 Page Not Found

If you have multiple WeTravel accounts, you may be logged into the wrong one. The links from our emails won’t work and you will see a 404 Page Not Found error.

Please kindly log out of the 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 booked your trip with.

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

JSON Error Message

Receiving the JSON error message often means a temporary error. A quick refresh of your page or just 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.

The Pictures In My Trip Are Not Showing

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 the browser, please follow the steps in 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.

General Troubleshooting

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 in case you are composing a trip description or an itinerary on your WeTravel account, please make sure you have copied the text in a separate document before continuing.

Just stay in your browser, make sure you're on 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:

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

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