Common Issues & How to Resolve Them

Cannot Log In

If you cannot log in to your account:

• Double-check your email address for typos
• Use the "Forgot Password" link to reset your password
• Check if your account email matches the one you are using
• Clear your browser cache and cookies, then try again

Not Receiving Emails

If you are not receiving emails from Explola:

• Check your spam or junk folder
• Add our email address to your contacts or safe senders list
• Verify your email address is correct in your account settings
• Check your notification preferences to ensure emails are enabled

Tour Not Showing in Search Results

If your published tour is not appearing in search results:

• Confirm the tour status is Published (not Draft or Pending Review)
• Check that your company has been approved
• New tours may take a few minutes to appear in search indexes
• Ensure your subscription plan has not expired

Inquiry Not Appearing

If a traveler says they submitted an inquiry but you do not see it:

• Check your inquiry filters — it may be filtered out by status or date
• Look in the All Inquiries view rather than a filtered view
• Ask the traveler to check their email for a confirmation
• Contact support if the issue persists

Page Not Loading or Errors

For general loading or display issues:

• Refresh the page
• Clear your browser cache
• Try a different browser
• Check your internet connection
• If the problem persists, contact support with details about the error