Fixing a failed experience import

If a listing shows "Error in listing", something went wrong bringing it in from your booking platform. Most of these are temporary and clear on a retry. What you do depends on which button appears on the listing.

Step 1 — Look at the button on the listing

If you see "Try again"

The problem was temporary. Click Try again and we'll attempt the import again.

If it fails a second time, don't keep retrying — add the experience manually instead. See Adding a new experience.

If you see "List manually"

The listing can't be imported automatically, so retrying won't help. Click List manually and fill in the details yourself. Everything already fetched is kept, so you're completing a part-built listing rather than starting over.

Step 2 — Check the usual causes

If you added the experience with a product code

• Make sure the experience is active and visible on your booking platform. Anything paused or hidden there can't be imported.
• Check the product code is correct — you'll see it on the listing card.
• If the code is right and it still fails, add the experience manually.

If you imported your catalogue with a supplier code

• Make sure the experience is active and visible on your platform.
• Check the correct account is connected — click Change account to see which supplier code is in use.
• If you've changed anything on your platform recently, click Change account and re-enter your supplier code to pull the latest data.

Tip: Fix the cause on your platform before retrying. A retry re-reads whatever is there now, so retrying without changing anything usually fails the same way.

Step 3 — If it still won't import

Add the experience manually — it takes longer, but it gets your experience selling. See Adding a new experience.

If manual listing isn't practical, or the same experiences keep failing, raise a ticket. Click Help, then Submit a request, and include the experience name and product code so our team can look at the specific import.

Frequently asked questions

Why is there no "Try again" button?
Because the error can't be fixed by retrying. You'll see List manually instead — use that, or raise a ticket.

How many times should I retry?
Once. If it fails twice, something needs fixing on your platform or the experience needs adding manually.

Some experiences were listed under "couldn't be imported automatically" from the start.
That's a different case, not an error. Either we couldn't verify all the details needed, or the pricing setup can't be mapped automatically. Use Add without importing and fill in the details yourself.

Will I lose what was already imported?
No. Whatever we fetched is kept, so listing manually means completing what's there rather than starting from scratch.

The experience is fine on my platform.
Check the connected account — Change account shows which supplier code is in use. If several accounts exist, the experience may sit on a different one.

It failed after I changed something on my platform.
Re-enter your supplier code via Change account to refresh, then retry. Imports use the data as it was when fetched.

Everything is failing, not just one.
That points at the connection rather than the experiences. Raise a ticket with your supplier code and platform name and our team will check the integration.