Our small team of Joymakers provide personalized responses to every request we receive. We're real humans, and we love answering your questions! You can meet us (and the rest of Team TravelJoy) on our Team page.
For the fastest response, we can be reached via email at hello@traveljoy.com or through the blue Support button at the bottom-right corner of our website:
We're often asked why our support is primarily email or chat-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
- Get back to you faster without putting you on hold
TravelJoy provides support on weekdays from 10:00 AM to 6:00 PM Eastern time. When you submit a support request, you'll receive an automatic reply with important updates on our availability and response times. A Joymaker will follow up soon after.
To see your questions answered live on-screen, register for our next TravelJoy Office Hours session. These are thirty minute webinars with a Q&A format, and we have a session almost every week!
For especially tricky questions or technical issues, we also offer a number of bookable phone support sessions. Click here to schedule a call!
Comments
9 comments
I need to schedule a 15 minute call
Hi Pauline Lane! Our fifteen minutes calls can be scheduled here!
I need to schedule a call to get help with setting up a groupÂ
Hi Betty Fisher! Our fifteen minutes calls can be scheduled here!
I need an answer to a call now. Can someone please help me!!!
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Hi Heather,
I need a response or call urgently.
I am reaching out regarding an urgent issue with a client's payments. My client made several credit card payments that were processed through TJ; however, these payments have not been reflected on their dashboard, nor have the funds been processed and received through my agency.
I have sent several emails from two separate email addresses, but I am only receiving responses via my business account—not the account set up for my TJ clients. Please provide detailed information on the status of these payments and clarify the discrepancy as soon as possible. It has been a week since my initial request, and the delay is causing significant concern for my client.
Your prompt attention to this matter is critical.
Thank you,
DeAna Haywood
Queens of the Isles Travel
(631) 643-4359
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I have a client who has a confirmation from you guys but the hotel said she is not booked. I need help ASAP
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Dear TravelJoy Support,
I hope this message finds you well. My name is Flora Singh, and I own Singh Tours International. One of our agents, Tahisha Chambers, has been experiencing an ongoing issue retrieving the virtual card needed to process a client’s payment.
Although we can walk through the steps in the system and the funds are deducted from our overall balance, the virtual card continues to show as pending, and has remained that way for several days.
We have attempted to contact support via email and chat, but have not received a resolution. This matter is time-sensitive, as the agent urgently needs to secure the client’s quote.
We would greatly appreciate it if someone could please assist us as soon as possible, or give me a call directly at 404-590-9636.
Thank you for your attention to this matter.
Warm regards,
Flora Singh
Owner, Singh Tours International
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