Troubleshooting

This guide covers common issues you may encounter when managing travelers, passports, and documents.

Traveler Issues

Cannot Create Traveler

Symptom: Error message when trying to create a traveler.

Possible Causes:

Cannot Find Traveler

Symptom: Expected traveler doesn't appear in the list.

Solutions:

1. Clear search and filters — Reset all filters to see full list
2. Check company filter — Ensure correct company is selected
3. Check permissions — You may not have access to that company
4. Recently created — Refresh the page to load new data
5. Deleted — Traveler may have been deleted

Cannot Delete Traveler

Symptom: Error "Cannot delete traveler that is in pending booking requests."

Solution:

1. Check for pending booking requests
2. Complete or cancel the booking requests
3. Then delete the traveler

Wrong Traveler Type Showing

Symptom: Traveler shows incorrect type (Adult/Child/Infant).

Cause: Traveler type is calculated from birth date.

Solution:

1. Verify the birth date is correct
2. Edit the traveler and correct the birth date
3. Type will automatically update

Passport Issues

Cannot Create Passport

Symptom: Error when adding a passport.

Possible Causes:

Passport Shows Wrong Expiry Status

Symptom: Expiry badge color doesn't match expectation.

Thresholds:

• Valid (Green): 180+ days
• Warning (Yellow): 60-180 days
• Critical (Red): 0-60 days
• Expired (Red): Past date

Solution: Verify the expiry date is entered correctly.

Cannot Set Primary Passport

Symptom: Star button doesn't work or errors.

Solutions:

1. Ensure the passport belongs to the traveler
2. Refresh the page and try again
3. Check for network errors

Passport Nationality Conflict

Symptom: "A passport for [Country] already exists for this traveler."

Cause: Each traveler can only have one passport per nationality.

Solutions:

1. Update existing passport — Edit the existing passport for that nationality
2. Different nationality — If this is a different citizenship, check the nationality code

Document Issues

Cannot Upload Document

Symptom: File upload fails.

Common Causes:

Document Thumbnail Not Loading

Symptom: Thumbnail shows generic icon instead of preview.

Causes:

1. PDF files — PDFs don't show image previews
2. Slow network — Wait for image to load
3. Expired URL — Refresh the page

Cannot Download Document

Symptom: Download button doesn't work.

Solutions:

1. Check network connection
2. Refresh the page (URL may have expired)
3. Try a different browser
4. Contact admin if issue persists

Document Not Appearing on Passport Card

Symptom: Uploaded document doesn't show on passport.

Cause: Document may not be linked to the passport.

Solutions:

1. When uploading from Passports tab — Use the + button on the passport card
2. When uploading from Documents tab — Select "Link to Passport" option
3. Category mismatch — Ensure category is set to "PASSPORT"

Search and Filter Issues

Search Returns No Results

Symptom: Search shows "No travelers found."

Solutions:

1. Check spelling — Verify search term is correct
2. Clear filters — Remove any applied filters
3. Broader search — Try partial name or fewer characters
4. Different field — Search works on name, email, phone, passport

Filters Not Working

Symptom: Filters don't change results.

Solutions:

1. Refresh page — Reset the filter state
2. Clear and re-apply — Remove all filters and add again
3. Check URL — Filters are saved in URL; try fresh URL

Pagination Issues

Symptom: Wrong page or missing data.

Solutions:

1. Refresh the page
2. Check URL parameters
3. Clear browser cache

Performance Issues

Slow Loading

Symptom: Traveler list takes long to load.

Solutions:

1. Reduce page size — Use fewer items per page
2. Add filters — Filter to reduce data set
3. Check network — Verify internet connection
4. Try different time — Server may be under load

Upload Taking Long

Symptom: Document upload is slow.

Solutions:

1. Compress file — Reduce file size
2. Stable connection — Use reliable network
3. One at a time — Upload files individually

Permission Issues

"Permission Denied" Errors

Symptom: Actions blocked with permission error.

Typical Permission Requirements:

Solution: Contact your administrator to request the necessary role or permissions.

Cannot See Certain Travelers

Symptom: Only seeing subset of travelers.

Causes:

1. Company filter — Check company selection
2. Company permissions — May only have access to certain companies
3. Role restrictions — Role may limit visibility

Data Issues

Incorrect Data Displayed

Symptom: Wrong information showing.

Solutions:

1. Refresh page — Get latest data
2. Clear cache — Browser may have stale data
3. Report bug — If data is genuinely wrong, report to support

Data Not Saving

Symptom: Changes don't persist.

Solutions:

1. Wait for save — Ensure form submission completes
2. Check errors — Look for validation messages
3. Network issues — Verify connection
4. Retry — Try the operation again

Getting Help

If issues persist:

1. Check browser console — Look for error messages
2. Try different browser — Rule out browser-specific issues
3. Contact support — Provide error details and steps to reproduce
4. Include screenshots — Visual evidence helps diagnosis