Troubleshooting for agencies

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I cannot publish a tour#

Message or symptom	Cause and fix
"Your agency is not active yet. Tours can be published once Recent Visits has completed onboarding."	Your agency is still pending review or suspended. Only staff activate it. Prepare drafts meanwhile, and email partners@recent-visit.com (opens in a new tab) to ask where your verification stands.
"Add a title, a summary … before publishing."	The message lists what is missing. A tour needs a title, a summary of at least 20 characters, the number of days and at least one destination.
"This tour is already live."	It is published; save changes and they are public at once.
"Only live tours can be unpublished."	Unpublish works only on a published tour.
"Check the form and try again." when saving	A field is wrong. Read the message under each field. Every itinerary day needs a title (2 or more characters): remove blank days. Destinations need at least one choice.

My tour disappeared or "needs changes"#

Staff can pause or reject a tour after it is live. The tour shows Review notes and the dashboard lists "<tour> needs changes"; you are also emailed. Fix what the note describes and choose Publish again.

My tour is not recommended by the assistant#

The assistant only recommends tours that are published, belong to an active and verified agency, and fit the traveller (length within a day, place named, difficulty and budget within what they said). A tour can be live in the directory and still not match a particular traveller. Paid placement does not override fit.

Image problems#

Message	Fix
"Use a JPG, PNG, WebP or AVIF image."	Convert the file.
"Images must be 8 MB or smaller."	Use a smaller image.
"Choose an image to upload." / "Choose a photo to upload."	No file was selected, or the file is empty. Choose one and try again.
"A tour can have up to 5 photos. Remove one to add another."	Remove a photo first.
"This photo could not be read. Try a JPG or PNG."	The browser could not open the file. Export it again as JPG or PNG.
"You are doing that too often. Please wait a moment."	About 20 uploads an hour per agency. Wait and try again.
"Low quality" warning	The image is under 1200 × 675 pixels. It still works but may look blurry.

The Upload image button stays disabled until you confirm a crop with Use this crop. You cannot upload your logo, cover image or gallery in the portal; ask partners@recent-visit.com (opens in a new tab).

I cannot see a traveller's email or phone#

That is by design: contact details appear only after the traveller accepts one of your quotes. Until then send a quote or message on Recent Visits. See Quote requests and leads.

Sending quotes and messages#

Message or symptom	Cause and fix
"Enter the price"	Price is empty or zero.
"The date has passed" / "Use a valid date"	Valid until must be today or later.
"Add a short message for the traveller"	The quote message needs at least 10 characters.
"Up to 20 lines" / "Keep each line under 160 characters"	Shorten the Included or Not included list.
"Write a message first."	The message box is empty.
"You are doing that too often. Please wait a moment."	Daily limits: 10 quotes per request and 40 messages per side per request. Wait, or combine information in fewer messages.
I cleared my private notes but they came back	Saving an empty notes box keeps the old notes. Type a replacement note instead.
I cannot edit a quote I sent	Quotes cannot be edited in the portal. Send a new quote with the corrected terms.

Joining and documents#

Message or symptom	Fix
Send for review is greyed out	Attach your ID and a licence or company registration; the page lists what is "Still needed".
"Files must be 3.5 MB or smaller. Photos are reduced automatically; scan PDFs at a lower resolution."	Rescan the PDF at a lower resolution or upload a photo.
"Upload a PDF, JPG, PNG or WebP file."	Other file types are refused.
"You can attach up to 10 documents."	Remove one before adding another.
"Your account already manages an agency…"	One account, one agency. Use another account.
"You already have an open request. Finish or withdraw it first."	Open it from your account page, or withdraw it.
The request page says Needs information	Read "Our question", add what staff asked for and choose Send again.

See Joining Recent Visits.

"You are doing that too often"#

Several actions have limits: quote requests and uploads for joining, quotes and messages, knowledge documents (20 an hour), saved answers (120 changes an hour), reviews (30 replies and confirmations a day, 5 reports a day) and closing the agency (5 attempts a day). Wait a while, or try again tomorrow.

Invitation problems#

Symptom	Fix
"This invitation is not valid" with "The link has expired."	Invitations last 14 days. Ask an owner to Send again.
"This invitation has already been used."	The link works once; sign in with the account that accepted it.
"You are signed in as X, but this invitation is for Y."	Sign out and continue with the invited address.
"This account already belongs to another agency."	One account belongs to one agency. Use a separate account.
The person did not get the email	Check spam; the owner can Send again or Change address. Look at the delivery badge on the Team page.
"We sent it recently. Please check your inbox and spam folder."	You pressed Send the link again more than three times in an hour. Wait.

Those pages are for owners. Managers can view but not change them. Ask an owner.

"You do not have access to this area" / "This area is for travel partners"#

Your account is not linked to an agency, or you are signed in with a different account. Sign in with the invited email, or join first: see Joining Recent Visits.

Conversations, knowledge and saved answers#

Symptom	Fix
A document is marked failed	Remove it and add it again, or paste the text instead of uploading.
A large PDF will not upload	The portal accepts about 4 MB per upload even though the form mentions 10 MB. Split or shrink the file.
"Document not found."	The document was already removed. Refresh the page.
"You can save up to 200 answers."	Delete answers you no longer use.
"This conversation is not live."	The takeover ended after 15 minutes without a reply. Take over again.

See Conversations, knowledge and saved answers.

My reviews or rating look wrong#

Reviews are written by travellers and read by staff before they appear; your plan never changes them. Use Ask us to look at this review if you believe a review breaks the rules. See Reviews and reputation.

Closing the agency#

Message	Fix
"For your security, sign in again, then come back to this page."	Sign in again, then reopen Close the agency within 15 minutes.
"Type the agency name exactly to confirm."	Copy the name from the profile.
"The closure could not finish: …"	Contact partners@recent-visit.com (opens in a new tab) with the reason shown.

See Closing your agency.

Something else#

Email partners@recent-visit.com (opens in a new tab) with the page, what you did and the message you saw. For the website widget see SDK troubleshooting.

Last checked against the product: 15 October 2026

Managing tours · Create, edit, photograph, publish and unpublish tours: every field of the tour form and the Tours list, photo rules, what each status means and what staff can do after a tour is live.
Team and account · Owners and managers, how to invite, resend, correct, revoke and remove people on the Team page, what every control and delivery status means, and what the account menu offers.
SDK troubleshooting · Fixes for the widget not appearing, wrong branding or content, options not applying, network and permission errors, Next.js and mobile problems, and quote requests that do not show up.
Joining Recent Visits · How to claim an existing agency listing or apply to list a new one, every field and document on the forms, how approval works, how the invitation page behaves and what each agency and request status means.

Still stuck? Contact us and tell us what you tried.