Every traveler who books with you gets a portal, with your logo and colors, where they manage their bookings. It shows in the traveler's language, among the languages you enabled.
What travelers can do there
Area | What it offers |
Participants | Complete the information you asked for. Action required shows while a required task is unanswered |
Payments | The deposit or full payment, then each installment and its status. Pay now on an installment that failed, or that is due within 30 days. Update payment method while a payment plan is running |
Receipts | A PDF for each payment and refund |
Invoices | Every invoice and credit note on the booking |
Cancellation | Send a cancellation request, until the departure has started |
Travelers see only the bookings made with the email they signed in with, and any booking request still pending, which they can withdraw.
How travelers sign in
There is no password. Travelers sign in with a one-time link sent by email.
From your emails. Booking emails — confirmation, payment and installment emails, task reminders — carry a link that opens the right booking.
From the sign-in page. The traveler enters their email and receives a link, if that email has a booking with you.
After checkout. The thank-you page has a button straight into the portal.
A link works once and is valid for 7 days. A session lasts 7 days at most. Clicking a link first opens a page with a single button to confirm. This stops email security scanners from using the link up.
Open a traveler's portal yourself
On a booking, select Actions → See in customer portal. The portal opens in a new tab, on that booking, as a read-only preview. The same option on a customer's page opens their list of bookings.
A banner at the top names you and reminds you that nothing you do here is saved. Anything the traveler could do — pay an installment, update the card, send a cancellation request, withdraw a booking request, answer questions — is refused with a notice that nothing was changed. Select End preview in the banner when you are done; a preview also closes on its own after 60 minutes. Opening a preview does not use up the traveler's own sign-in link. A preview opened from a booking is recorded in that booking's history.
The option is hidden when the customer has no real email address, as on some GetYourGuide bookings, or when their record has been anonymized.
A traveler says the sign-in email never arrived
A traveler says the sign-in email never arrived
The sign-in page shows the same "check your inbox" message whatever happens, so it cannot reveal who has booked. No email is sent when:
the address has no booking with you — check for a typo or a second address;
a link was already requested less than 60 seconds before;
your workspace cannot send customer emails yet. See Activating customer emails.
A traveler sees "link expired"
A traveler sees "link expired"
The link was already used, or is more than 7 days old. They can request a new one from the sign-in page. The next booking email also carries a fresh link.