Check our Help Center
The Help Center covers most common questions with step-by-step guides and video walkthroughs. If you find a guide that doesn't match what you're seeing or doesn't answer your question, let us know via the "Was this article helpful?" prompt at the bottom of the article — that feedback goes directly to our Joymakers.
Choose your channel
- Email: hello@traveljoy.com — best for most situations, especially when you have a longer list of questions or you want to include attachments. We aim to respond within a business day, and automatically expedite urgent issues.
- Chat: Blue Support button (bottom-right corner) — best for real-time help. Pro and Premium members have access to live chat during business hours (based on availability), and Starter members can open a support ticket.
- T.J., our AI Agent — the first line of defense in our chat widget. Fastest for common "how do I…" questions and available to all members. Try this first — it usually resolves the question in seconds, and if it can't, it will write up a comprehensive summary of your issues and hand your request to a Joymaker.
- Bookable phone sessions — for tricky technical issues or setup help. Click the "Schedule" link at the top of your Help Center and a Joymaker will call you at the scheduled time.
- Weekly TravelJoy Workshops — 30-minute live sessions on Groups, Templates, Payments, and new features. Best for learning best practices rather than individual account issues. Register here.
Support hours and response times
TravelJoy support is available Monday–Friday, 10:00 AM to 6:00 PM Eastern. Outside those hours, submit a ticket by email or through the support button, and a Joymaker will pick it up when we're back online.
We automatically prioritize requests so that business-critical issues are addressed promptly. We aim to answer most requests within a business day, and business-critical issues within one hour.
The following tips will help ensure the fastest resolution for your requests:
- Include links, screenshots, error messages, and other specific details
- Instead of creating a new request for an existing issue, reply to the latest email in that conversation or via "My requests" at the top of the Help Center
Why email?
We're often asked why our support is primarily email-based. This lets us do a few important things:
- Review your account details and work from your dashboard to research your requests
- Team up with our product and engineering teams to resolve pesky issues in real-time
- Look over your past requests to make sure we have all of the necessary context
- Put together screenshots, videos, links, and/or expert guides to provide a complete solution
- Leave you with a record of answers that you can revisit later
It also ensures that advisors get the fastest answers: While an individual request might only take five minutes to resolve, other requests are already in line for a response. Email eliminates the hassle of waiting on hold, letting you focus on more important issues while we investigate.
Comments
17 comments
There is an issue when trying to send at document.
Error code 0
I have a client who has a confirmation from you guys but the hotel said she is not booked. I need help ASAP
Hello
I keep getting an email about stripe. I am not sure what this is for? I wanted to verify if this email is legit and not a scam. If it is legit what is this information needed for?
I scheduled a call for questions 2 weeks ago for today at 9:00 am cst. I have not received a call or any correspondence. Can someone help me?
I am trying to reach someone to help with being able to take funds from trip funds to apply a payment to the clients account. It has taken someone 2-3 days to respond to an issue with this after trying to resolve through the T.J bot. I wasnt having problems applying payments until now. This clients trip deadline for payments to be processed will end in a couple days then they lose their reservation for the holidays. I spoke to Heather through an email I placed to technical support last week but there is no response in the day. I was informed that I needed to submit an reservation document however everything is processed through the vendors website. There are no papaer documents exchanged. How should this be rectified? I need HELP ASAP or this client will lose their reservation for their cabin!!
Why does the chat bot suggest chatting with the support team through the chat button if this is not actually available. It's inefficient that I have to create a separate email and then wait for someone to respond, particular when the issue needs attention quickly. Time delays can make or break a sale, particularly on a busy day like Travel Tuesday or throughout Wave Season.
I sent a support ticket regarding the membership page on Dec 11th and this is Dec 13 and I still haven't heard back from anyone
Every time a client tries to book an excursion directly through travel joy it won't let them process it. Please help!
Is there a way I can retrieve a deleted trip by accident or any safeguards to prevent from losing important documents, authorizations, etc.
how do I cancel?
How do I cancel my subscription?
Hello I’ve been trying to reach someone to assist with my concern on being over charge I need to resolve this issue please reach out soon
Thank you!
I'm trying to reach Chelsey Moise (TravelJoy).
She just emailed me regarding a workaround for an itinerary issue. I emailed her from another email that I cannot access during my workday from my work computer. Here is my email associated with my TravelJoy Account. She can email me back at that account and it will automatically forward to me.
Thank you,
Kimberly
Please, I need help with cancelling the added Copilot plan on my account. This is urgent, please. Thanks
I cancelled and want a refund for money taken from my account.
I have a question about the travel joy group set up. Is there a way to message individuals in the group without everyone being able to see each other’s information? How do you go about doing this if not in the group setting? I would like to keep them all together because I do send group messages, but I want to be able to send things to a specific person where the other people don’t see. And is there a way to hide messages from other people on the message thread if I’ve already sent something without deleting it completely?
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