Reporting an API error

Automation errors disrupt guests, so report them and our tech team will work on them directly. The form asks you to categorise the error, which routes it to the right people straight away.

Before you start

• Have the Headout Experience ID for each affected experience.
• Know which of the four error types fits what you're seeing.
• Have examples ready — affected dates, slots, prices, or booking references.

Step 1 — Open the request form

• Click Help in the left-hand menu of Hub. This signs you into the Help Centre.
• Click Submit a request.
• Choose API and integration related.

Step 2 — Select the issue

Under “Select the specific issue you need help with”, choose Report API automation errors.

Step 3 — Categorise the error

You'll be asked for the Headout Experience ID, and under Facing error in the API to pick one of:

• Product Unavailable — the experience or its slots aren't showing as bookable when they should be.
• Incorrect Pricing — the price on Headout doesn't match your platform.
• Pax Type Missing — a guest type you sell isn't coming through.
• Booking Concerns — bookings failing, not reaching you, or confirming incorrectly.

Tip: Pick the closest category, then give the specifics in the Description: which dates and slots, what your platform shows versus what Headout shows, and when it started. A concrete example our team can reproduce is worth more than a general description.

Add a Subject naming the experience and the symptom, attach screenshots if you have them, and click Submit.

Frequently asked questions

My error doesn't fit any of the four types.
Choose the nearest — Booking Concerns is the broadest — and describe it fully in the Description. The category routes the ticket; your description is what gets it fixed.

Should I stop sales while it's being investigated?
If guests could book something you can't deliver, yes. Close the affected slots until it's resolved — see Managing availability and inventory.

Prices on Headout don't match my platform.
Report it as Incorrect Pricing with both figures and the affected dates. Don't try to correct it in Availability & pricing — for an API-connected option your platform is the source, so a manual edit either won't hold or will mask the real problem.

My experience shows as unavailable but has availability.
Report it as Product Unavailable with the dates and slots that should be open. Check first whether the code is still current — a changed code is a common cause. See Updating an API code for an existing experience.

A guest type is missing.
Report it as Pax Type Missing, naming the guest type and the experience. Note that guest types have to exist on the option before they can come through.

Bookings aren't reaching me.
Report it as Booking Concerns immediately, and include booking references if you have them. Also raise anything guest-affecting under Customer Booking Related so those guests are handled while the connection is investigated.

It's intermittent.
Say so, with the times it happened. Intermittent faults are harder to reproduce, so timestamps matter more than usual.

Will you tell me when it's fixed?
Our tech team responds on the ticket. Reply on the same one if it recurs rather than opening a new ticket, so the history stays together.