AXUS Travel App — Support FAQ
AI Summary of FAQs based on past support tickets and answers from AXUS Support team.
BILLING & SUBSCRIPTIONS
Q: How do I update or change my credit card on file? Go to the BILLING tab on your AXUS homepage. There you will find a "Change CC" option to update your payment details.
Q: How do I upgrade from a trial or free account to a paid subscription? Select the UPGRADE button in the green banner at the very top of your AXUS screen. From there you can enter your credit card details and choose a billing plan.
Q: What happens to my account and data after I cancel? Your account reverts to view-only mode. All your itinerary history is preserved. If you return within 5 years, you can reactivate and pick up where you left off. After 5 years of inactivity, the account data is deleted.
Q: My payment was declined or failed. What should I do? Try refreshing the page and clicking the UPGRADE button again. If the issue persists, try a different credit card.
Q: How do I get a receipt or invoice for my subscription? Transaction receipts are sent automatically by email from our payment gateway (Braintree). If you need a duplicate receipt or an itemized invoice, contact support.
ACCOUNT ACCESS & LOGIN
Q: I keep getting locked out after failed login attempts. Lockouts are temporary (typically 15 minutes). If you continue to have trouble, contact support and we will reset your password.
Q: My website login credentials are not working on the mobile app. The website (axustravelapp.com) and the Mobile App use different credentials. Your app UserID and Passcode are separate from your website username and password. Traveler Credentials can be found within the Traveler Profile. Contact support if you need your app credentials retrieved.
Q: I am a traveler trying to log into the app but I have no credentials. The Mobile App does not have a self-registration process for travelers. Your travel advisor provides your app UserID and Passcode when they publish your itinerary. Please contact your travel advisor directly to obtain your credentials.
ACCOUNT MANAGEMENT & ORGANIZATION
Q: How do I remove an advisor from our account? The org admin (Primary user) can go to the COLLEAGUES or ADVISORS tab and click the "X" next to the user to remove them. Alternatively, contact support.
Q: How do I invite a new advisor to join our organization? As the org admin, go to the COLLEAGUES tab and use the "New Advisor" option to send an invitation by email.
Q: How do I add an independent contractor (IC) to our organization? The IC should sign up at axustravelapp.com/signup/user and, when prompted to JOIN AN EXISTING ORGANIZATION, enter your Org ID. They will start a two-week free trial and then pay with their own credit card to continue. Contact support if you need your Org ID.
Q: Can two advisors share a single AXUS login? AXUS is intended for one advisor per login. Sharing a login is technically possible, but each advisor who creates itineraries for clients should have their own paid subscription.
Q: Traveler profiles moved when we moved an advisor. Is that expected? Yes, traveler profiles are attached to the advisor who created them. When an advisor moves to a different org, their traveler profiles move with them.
Q: How do I deactivate an advisor who has left our company? The org admin can remove the user from the COLLEAGUES tab. Alternatively, contact support with the name and email of the advisor to be removed.
Q: How do I change my email address on my AXUS account? You can update your email under the PROFILE tab in your AXUS homepage. If you encounter any issues, contact support.
Q: How do I update my agency name, logo, or branding? Go to the PROFILE tab and scroll to the bottom where you can update your agency name and logo. For custom branded app updates (e.g., custom branded versions), contact support.
Q: A client already has a Mobile App account from a different travel agency. Can they use it with me? Yes, but the itineraries from different agencies are separate. The traveler will need to log out of one set of credentials and log in with the new credentials you provide them to switch between agencies.
Q: My itinerary credits are expiring. How does the credit system work? Itinerary credits have a 12-month validity period. Each time you make a new purchase, the validity resets for another 12 months and any unused credits are rolled over and added to the new ones purchased. You do not lose unused credits as long as you make a new purchase before the expiry date.
Q: My credit card is being declined when I try to upgrade. What can I do? The charge will appear from Northstar (AXUS's parent company). Some banks will block this if they do not recognize the company name. If this happens, contact your bank to pre-authorize the charge from Northstar before trying again. If issues persist, try a different card or contact support.
ITINERARY & TECHNICAL ISSUES
Q: AXUS is down or not loading. What is happening? Periodically, AXUS performs scheduled database maintenance which may cause temporary disruptions. Check for any status notifications posted inside your AXUS account. Once maintenance is complete, log out and log back in to resolve most issues.
Q: I am getting a "Failed to edit booking" error. This is often caused by a non-numeric character in a time or date field — those fields only accept numbers. Also, check for unusually large images attached to the booking. If the issue persists, contact support with the specific Axus ID and booking name.
Q: The "Link Document to Booking" feature is not working correctly. After selecting the link icon on a document, a modal will appear. Do NOT click the green "LINK BOOKING" button immediately — wait up to 5 seconds for all bookings to populate in the list. Only then select the booking and click LINK BOOKING.
Q: Documents are not showing up in the mobile app. Ensure the document is uploaded, the itinerary is published, and the documents are set to Public. If it still does not appear, contact support with your Axus ID.
Q: A traveler received app notifications for a trip they were accidentally added to. How do I stop this? Remove the traveler from the itinerary, then unpublish the trip and republish it. This resets the notification cycle.
Q: Dates are showing incorrectly after merging two itineraries. When merging itineraries, make sure the date ranges on both itineraries are set to the same overall start and end dates before merging. This ensures bookings sort in the correct day order.
Q: My itinerary is showing font size code or other formatting artifacts. This is typically a side effect of a recent code deployment. Log out and back in, or contact support — these issues are usually resolved within 30-60 minutes as we roll back the update.
Q: A collaborator I added is not showing up correctly. There is a difference between adding someone as a Traveler and adding them as a Collaborator. A collaborator is a travel advisor from another agency who needs to work on the itinerary. Make sure the correct role is selected when adding them. Collaborators can search for the itinerary from their own AXUS login once properly added.
Q: A DMC or vendor added me as a traveler instead of a collaborator. How do I fix this? Ask the DMC to add you as a collaborator instead. That is what allows the itinerary to appear under the ITINERARIES tab when you log into axustravelapp.com.
Q: The mobile app is slow or not updating for me as an advisor. The Mobile App is designed for travelers, not advisors. It is not intended for advisors to add themselves to all their clients' trips. Instead, use the Advisor View web app to monitor itineraries. If you are added as a traveler on many published trips, the app can become overloaded. Manage this by only adding yourself to an itinerary as a traveler 1-2 days before the trip departs.
Q: My Google Map link is not opening in an itinerary. This is usually a visibility/permissions issue on the Google Maps side. Make sure the map is set to "Anyone with the link" can view.
Q: My itinerary is not showing up in the itinerary list even though I just created it. The default itinerary list shows trips within the next 6 months from today. If the trip is further out, click the "12+" filter button to expand the date range. Itineraries in the past will appear under the ARCHIVED section.
Q: I accidentally deleted an itinerary or a booking. Can it be restored? Yes. Go to the Itineraries page and select the RESTORE option to find and recover deleted itineraries. For deleted bookings, use the restore option within the itinerary. See this support article for step-by-step instructions: https://support.axustravelapp.com/hc/en-us/articles/211026283
Q: How do I copy bookings from one itinerary into another? Use the Copy Itinerary function. You can select specific bookings to copy and choose to place them into a new or existing itinerary. More info here: https://support.axustravelapp.com/hc/en-us/articles/208079663
Q: I made changes to a published itinerary and do not want my clients to receive a notification for every edit. Turn off Change Notifications from the side menu inside the itinerary. While this setting is off, travelers will not receive update alerts in the Mobile App. Other notification types such as flight alerts remain active.
Q: Dates are duplicated in my itinerary (the same date appears twice). What is happening? This is expected behavior when a flight in the itinerary crosses the International Date Line. AXUS creates duplicate dates to allow you to place activities both before and after the crossing. Bookings that take place after arrival should be placed on the second instance of that date.
Q: My itinerary has bookings out of order after I adjusted the dates. When adjusting itinerary dates, make sure to select the option to "Shift all bookings according to new start date, preserving order." If you missed this, you can use the Adjust Itinerary Dates option again with that checkbox enabled to re-sort the bookings.
Q: Can I unlink a booking that was copied with the link option? No, it is not possible to remove an existing link between bookings. As a workaround, select Duplicate on the booking to create an unlinked copy, then hide or delete the original linked booking.
Q: When I link documents to bookings, the feature only works for documents I uploaded myself. Correct. Currently the Link to Booking option is only available to the user who uploaded the document. If another advisor in your org uploaded a document, they would need to link it. This is being improved by the development team.
Q: My cruise is not showing up in the AXUS database. What should I do? Try using fewer search fields rather than filling in all of them. In many cases leaving some fields blank (like the ship name) and searching only by cruise line and date produces better results. If the cruise still does not appear, contact support and we can add it for you as a one-time courtesy.
Q: How do I search for an itinerary by Axus ID number? Open any itinerary, go to the browser address bar, and replace the last digits of the URL with the Axus ID you are looking for, then press Enter. You can also use Ctrl+F (or Command+F on Mac) to search by name on the itineraries list page.
Q: AXUS is running slowly and pages are taking a long time to load. Try accessing AXUS in an incognito window in Google Chrome to rule out browser extension conflicts. Clear your browser cache and cookies if the issue persists. If the slowness affects all browsers and devices, contact support to check for any system-wide issues.
Q: Flight duration is populating incorrectly after using the flight lookup. This is a known issue for some flights. Enter the flight duration manually in the booking. You can also report the specific flight to support so the development team can investigate.
Q: How do I stop client notifications when I republish or update an itinerary? Use the Disable Change Notifications toggle in the itinerary side menu before making your edits. Re-enable it when you are done if you want future changes to send notifications.
Q: Images uploaded to bookings are not saving or are appearing in the wrong order. Save the booking first before adding images, then add images afterward. For large cruise bookings with many ports, save incrementally after adding a few ports at a time to avoid browser issues. A fix to allow reordering of images without re-uploading them is in development.
Q: When I copy an itinerary, do the attached documents carry over? No, documents do not transfer automatically when copying an itinerary. You will need to manually re-upload and re-link documents in the new copy.
Q: How do I prevent clients from receiving a notification email when I first publish an itinerary? There is no setting to disable the initial publish email. As a workaround, remove the traveler's email address from their profile before publishing, then add it back afterward.
Q: Guides from Travel42 are not showing in the itinerary. How do I add them? Travel42 guides are only available in the Mobile App, not the web view. To add a guide, open the itinerary, click Import, type the city name, and select Submit. The guide will then appear in the Mobile App for that itinerary.
Q: Can I share only part of an itinerary with an onsite or third party? There is currently no date-filter option to share only certain days of an itinerary. The workaround is to use the hide/unhide feature on individual bookings to control what is visible to the traveler, or to create separate itinerary copies for different parties.
Q: How do I use Default Bookings? Default Bookings are stored at the user level and are not shared across the organization. To make a default booking available to everyone, add it to the organization's Library. Then any user can create a Default Booking by selecting New Booking, typing the library item name, and selecting it from the dropdown. More info: https://support.axustravelapp.com/hc/en-us/articles
Q: Can travelers add their own items to the itinerary? Yes, travelers can add simple bookings to their itinerary directly in the Mobile App by tapping the + (plus sign) in the top right corner. They can also edit or delete bookings they add, but they cannot edit any bookings added by the travel advisor.
PNR IMPORTS (SABRE, APOLLO, GALILEO, TRAMADA)
Q: Frequent flyer numbers and e-ticket numbers are not importing from Sabre. Frequent flyer numbers are present in the data transfer but are not always formatted in a way that allows third-party systems to correctly assign them to individual travelers, especially for multi-passenger bookings. For single travelers, the import should work. We are working on improvements on the Sabre side. As a workaround, send us the PDF version of the PNR and we can test it with our AI import tool.
Q: The Tramada-to-AXUS import is not working. Make sure the itinerary in Tramada has an end date and that you are listed as the Booking Consultant on the Tramada side. Contact Tramada support to enable the AXUS integration on their end and ask them to send us the XML version of the itinerary if errors persist.
Q: Comments and notes I added in Tramada are not coming through to AXUS. Tramada comments are not currently transferred automatically during import. Our development team has a Tramada field mapping review in progress that will address this. In the meantime, add those notes manually in AXUS.
Q: Can I import tours and activities from Globus or similar tour operators? There is no direct import for most tour operators like Globus. An AI parser is in development that should be able to handle these in the future. In the meantime, you can manually add a Tour/Activity booking, or forward a PDF confirmation to support and we can try importing it with our beta AI tool.
Q: Viator or other activity confirmations are not importing via my parsing email. The current parser does not handle all confirmation formats consistently. Forward the confirmation directly to support at czuanella@ntmllc.com and we will attempt to import it using our AI parsing tool in testing.
Q: My emailed confirmation (Expedia, Marriott, etc.) is not showing up in my Emailed Confirmations list. Our parsing tool is powered by AwardWallet. Only vendors supported by AwardWallet can be parsed. Check the supported list at https://awardwallet.com/supportedEmail. If the vendor is supported and the email is still not importing, forward it directly to support.
Q: How do I import a Queen of Clubs or vendor itinerary into my AXUS account? For Queen of Clubs, use the web view URL of your itinerary (not the admin URL). Copy the ID from the end of the web view URL and enter that in the Queen of Clubs import modal.
Q: How do I import from Classic Vacations? The email address on your Classic Agent Portal must match the email on your AXUS account. See this article for full setup instructions: https://support.axustravelapp.com/hc/en-us/articles/25699869510811
MOBILE APP
Q: A client cannot download the app. Does their email provider matter? No. The type of email account (AOL, Gmail, etc.) does not affect the ability to download the app. The app is available on the Apple App Store (iPhone) and Google Play Store (Android).
Q: A traveler cannot log into the app after I changed their email in their profile. The app credentials (UserID and Passcode) are separate from the traveler's email address. The UserID and Passcode do not change when you update an email address. Check the traveler profile for the current app credentials.
Q: How do travelers message me through the app? In the mobile app, travelers have access to a messaging feature. Messages they send will arrive to you as an email.
Q: The app keeps crashing for a traveler. Ask the traveler to update to the latest version of the Mobile App (check App Store or Google Play), or uninstall and reinstall the app. This ensures they have the most current version with bug fixes applied.
Q: A traveler has the app but their trip is not showing up. This usually means they were added as a collaborator instead of a traveler, or the itinerary has not been published yet. Verify the traveler profile is correctly linked and the trip is published.
Q: A traveler has two sets of credentials from different agencies. Can they see all their trips in one place? No. Traveler credentials are unique to each organization. The traveler will need to switch credentials in the Mobile App to view trips from different agencies. They can save both sets of credentials using Apple Passwords or Samsung Pass to make switching easier.
Q: I added myself as a traveler to an itinerary but cannot see it in the Mobile App. Make sure the itinerary is published and that you added yourself as a Staff Traveler (not a regular traveler). Also ensure you are using your traveler credentials, not your advisor website login, to access the Mobile App.
Q: Where do I find my traveler credentials (UserID and Passcode) for the Mobile App? Go to the Travelers section of your AXUS account, find your traveler profile, and click on your name to view the UserID and Passcode. You can also find a traveler's credentials by clicking on their name in the Travelers list within any itinerary.
Q: Can a traveler change their own passcode? No. The passcode cannot be customized by the traveler. It is assigned by the system and can only be reset by the advisor or support.
Q: The messaging feature in the Mobile App is crashing when travelers try to open it. Make sure travelers are on the latest version of the Mobile App (version 5.4 or higher). Ask them to check the App Store or Google Play for an update, or to uninstall and reinstall the app.
Q: Does the Mobile App work offline, without internet or data? The itinerary loads from the internet the first time and is then cached on the device. If the traveler loads the trip before their flight, they can view it offline. However, features like flight notifications, new messages, and live updates require an internet or data connection.
Q: Can clients view their itinerary on a desktop without downloading the app? Yes. When an itinerary is published, the invite email includes a "Preview Online" link that opens the web view version. You can also copy the web view URL directly from your AXUS account and send it to the traveler. They can view all details and documents from the web version.
Q: A traveler has too many itineraries and the Mobile App is crashing or not loading. The Mobile App is designed for travelers and is not built to handle a large volume of simultaneous itineraries. Remove the traveler from upcoming trips that are still far in the future, keeping only current and near-term trips active. Advisors who add themselves to many client trips will experience this issue and should use Advisor View instead.
FLIGHT NOTIFICATIONS
Q: How do I turn off flight notifications for my clients? You can turn off flight notifications entirely — contact support. Note that this also disables the UPDATE FLIGHT STATUS button in the flight booking modal for you. Alternatively, you can simply not enter the flight record locator in the booking, which will prevent notifications from being triggered.
Q: How do flight update notifications work in AXUS? AXUS uses two types of flight notifications, both powered by our partner Cirium (FlightStats). The first checks daily in the week before departure and flags any discrepancy with a red plane alert for the advisor; the booking only updates if the advisor accepts the change. The second sends direct push notifications to travelers as messages starting 24 hours before the flight. These notifications are informational and do not alter the booking automatically.
Q: I accepted a flight update notification but the time shown was incorrect. What happened? All flight data comes from our partner Cirium. If there is a discrepancy between what Cirium shows and what the airline shows, contact support and we will forward the case to Cirium for review. In the meantime, you can manually update the booking with the correct times.
Q: I am getting too many flight notification emails. Can I reduce them? The volume of notifications cannot be changed within AXUS. However, you can create a filter rule in your email inbox to automatically sort or archive emails from notifications@axustravelapp.com that contain "New Message From Flight Notification" in the subject line. See this support article for more: https://support.axustravelapp.com/hc/en-us/articles/4403824158747
AI & AUTOMATION
Q: Does AXUS have an AI itinerary import/parsing tool? Yes, an AI itinerary parsing tool is currently in beta testing. If you would like to participate in the beta, contact support. The tool can parse PDF itineraries and populate bookings automatically, though human review of the result is still recommended.
Q: Can I use Claude AI (or other AI tools) to read my AXUS itineraries via URL? AI tools are currently blocked from reading AXUS itinerary URLs via robots.txt, and there are no near-term plans to change this. The recommended workaround is to export the itinerary as a PDF and upload it to the AI tool.
COLLABORATION
Q: How does collaboration with DMCs or other advisors work? When a DMC or another advisor adds you as a collaborator on an itinerary, it will appear under the ITINERARIES tab in your AXUS login. Make sure they add you as a collaborator (not as a traveler) by searching for your name or agency.
Q: I was added as a collaborator but the itinerary does not appear in my account. You may have been added as a traveler instead of a collaborator. Ask the other party to re-add you with the collaborator role. Also confirm you are logged into axustravelapp.com (not the Mobile App).
Q: I am a travel advisor who only collaborates with one specific DMC/vendor. Do I need a paid subscription? No. Even after your 14-day free trial ends, you can continue to freely collaborate on any itinerary that a partner sends to you via the collaboration feature, at no cost.
GENERAL PRODUCT QUESTIONS
Q: Is AXUS a booking tool or a travel agency? No. AXUS is an itinerary builder and traveler communication platform. It is not a booking tool and does not process travel reservations. All actual bookings are made through other channels.
Q: Where can I find training resources and how-to guides? Visit the AXUS Support Center at https://support.axustravelapp.com. Upcoming new user webinars are available via https://calendly.com/axustraining/axus-new-user-webinar. Key articles include:
- AXUS Site Tour: https://support.axustravelapp.com/hc/en-us/articles/34795690899483
- Simple Itinerary Build: https://support.axustravelapp.com/hc/en-us/articles/34795743519643
- Linking Documents to Bookings: https://support.axustravelapp.com/hc/en-us/articles/46846108666267
- Importing Project Expeditions: https://support.axustravelapp.com/hc/en-us/articles/26292279532443
Q: What does "view only" mode mean after a subscription expires? You can view and access existing itineraries but cannot create new ones or make edits. Your data is preserved. You can reactivate at any time by selecting the UPGRADE button.
Q: Can I export my traveler data as a CSV? There is currently no CSV export of the travelers section. Each advisor does have a Travelers report under the Analytics tab which shows app download activity.
Q: Does AXUS integrate with Salesforce or other CRMs? There is no native Salesforce integration. Data would need to be manually transferred or pushed via the API.
Q: How long does the ClientBase (CB) sync take? AXUS syncs with ClientBase on a 24-hour cycle. Changes made in ClientBase will appear in AXUS after the next overnight sync.
Q: Is AXUS available in languages other than English? Yes. You can change the language in your Profile settings. When a language is selected, dates, labels, and field titles are translated. The content you type into the fields (descriptions, notes, etc.) remains in whatever language you enter it. The Mobile App also supports language selection and includes a dark mode option.
Q: Can I track whether a client has viewed their itinerary? Yes. Use the Webview Count feature to see how many times the web version of the itinerary has been viewed. Reset the counter before sharing with a client for accurate tracking. More info: https://support.axustravelapp.com/hc/en-us/articles/26120040219547
Q: How do I add a YouTube or video link to an itinerary? You can add a YouTube video link in the video field available in both individual bookings and in the main itinerary settings. The video will appear embedded in the web view and play in the Mobile App. More info: https://support.axustravelapp.com/hc/en-us/articles/37863196194331
Q: How do I add an airline check-in link to a flight booking? In the flight booking edit screen, add the airline's check-in URL to the Check-in URL field. It will appear as a clickable link on the client's web view and in the Mobile App.
Q: How do I share my organization's itineraries with colleagues? In your Profile, enable the "Share itineraries and travelers with everyone in this organization" option and click Save. Each advisor in your org needs to enable this individually in their own Profile for mutual sharing to work.
Q: Can I assign an itinerary to a different advisor in my organization? Yes. Click on the three dots next to the itinerary and select "Assign Advisor." Choose the team member you want to transfer it to.
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