Try these before you get in touch. Most problems have a quick fix.
I can't sign in
- Check the email address for typos. It must be the one you signed up with.
- If you signed up with Continue with Google, Continue with Microsoft or Sign in with Apple, use that same button. Those accounts have no password unless you added one.
- Forgot your password? Use Forgot password? on the sign-in screen, or choose Email me a sign-in code on the website.
- If the phone says Please wait for the security check to finish for more than a few seconds, close the app fully, open it again and retry on Wi-Fi.
My code never arrived, or it says it is wrong
Codes are 6 digits and work for a limited time. Use Resend code for a fresh one (you can ask once a minute) and type the newest code. If nothing arrives at a school address, see The code or invite never arrived.
An invite link doesn't work
- Sign in with the same email address the invite was sent to. Signing in with a different account is the most common cause.
- Open the link straight from the email, not a copy that may be cut short.
- Invite links stop working once the trip is over, once someone has used them, or if the organizer cancelled them. Ask the organizer for a new one. They can also send it again or copy the link for you from the trip.
The trip code doesn't work
Trip codes are 6 characters; personal traveler codes are 8. Enter names the way the school has them, and the traveler's real date of birth. If you see Waiting for the organizer, your request went through and the organizer needs to approve it. See Join a trip.
I can't see a trip
- Make sure you are signed in to the account that is on the trip.
- Parents do not see a trip while it is still a draft. Ask the organizer whether it has been published.
- Parents see a child's trip on the Family pages, not in the trip itself.
- Ask the organizer whether you were removed from the trip.
The phone says "Connect once to load this trip"
The phone needs a connection the first time it opens a trip. After that, it works offline. See Working offline.
A document will not open
Go back to Documents and open it again; links to files expire after a while for safety. With no signal, only files saved to the phone open.
I keep seeing an upgrade message
Publishing overnight trips and trips with several travel days, hotels and rooms, duplicating trips and AI schedule import (after the free tries) are part of Pro. See Plans and pricing.
Notifications stopped
See Push notifications.
Still stuck?
Open Help & support in your account and tell us the trip name, your role and what you were trying to do. Or contact us.