What to check when the AXUS Builder does not do what you expected. If you are setting the tool up for the first time, start with Getting started with the AXUS Builder.
On this page:
1. Signing in and access
A 401 or an authorization error. The credentials were not accepted. Use the same email and password as axustravelapp.com. If your browser filled the password in for you, type it in manually and try once more.
You are asked to sign in again mid-session. Sessions expire. Sign in again and continue.
2. During the build and push
An error mentioning JSON, or a build that ends without producing anything. The build did not finish cleanly. Send it again once, since most first attempts clear on a retry. A retry is charged like any other import. If the same document fails twice, trim it to the itinerary pages or paste the itinerary text instead of uploading, and send the document to support@axustravelapp.com for our review.
A timeout, or a 524, on a long document. The build ran longer than the connection allows. Cut the document down to the pages that are the actual itinerary, or paste that section as text, and send it again.
The file will not upload. There is a size limit on uploads. Split the document, remove the pages you do not need, or paste the text instead.
3. After it reaches AXUS
Nothing arrived in AXUS at all. Confirm you were signed in with the correct account, then check your itinerary list and Advisor View before assuming the push failed.
Bookings created a new itinerary instead of going into an existing one. Check that the itinerary webview URL is in the existing-itinerary field before you send. An empty field means a new itinerary.
Bookings are in the wrong order within a day. A booking can land out of sequence inside its date, which is most likely when you are pushing into an existing itinerary. Drag it into the correct position in AXUS.
Duplicate bookings. Every send creates new bookings, so sending the same document twice produces two sets. Delete the extra set in AXUS.
Pasted text came through out of order. Some layouts, multi-column ones especially, scramble when copied. Paste into a plain text editor first to check the reading order. If it is scrambled there, upload the file instead of pasting.
4. Reporting a problem
Anything not on this list, send it to support@axustravelapp.com.
Include, where you can:
- the document, pasted text or GDS string you used
- which input method you picked
- what you expected, and what you got
- a link to the AXUS itinerary it landed in
A specific case lets us address the cause.
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