Reactivating your experience
If an experience has stopped selling and you want it back on Headout, raise a request and our team will reactivate it. Which option you pick depends on why it stopped — a seasonal experience whose dates have run out is handled differently from one that was deactivated. This article covers both.
A few words you'll see
- Experience ID — the Headout reference for your experience. You'll find it on Hub, below the experience name.
- Option — the variant of the experience, for example English Guided Tour or Cruise with Breakfast.
- Booking dates — the window during which guests can place a booking.
- Experience dates — the window during which guests actually visit.
Before you start
- Check the status on the Experiences page. An experience showing Unavailable, Disabled needs our team; one showing Draft just needs finishing and submitting.
- Have the Experience ID and the option name ready — both are required whichever route you take.
- Know the dates you want it selling from and until.
Note: If sales stopped because you closed slots or added a closure, you don't need a ticket at all — reopen the slots or remove the closure yourself. See Managing availability and inventory.
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 Manage Experience.
Step 2 — Pick the option that matches your situation
Your experience was deactivated, or isn't showing on Headout
Choose Report - Experience is not Available on Headout. You'll be asked for:
- Please enter Headout Experience ID
- Please enter the option/variant name
Use the Description to say that you'd like it reactivated, from what date, and anything that's changed since it stopped selling.
It's seasonal and the dates have run out
Choose Additional Experience Changes, then under “What product changes do you want to make?” select Extend the Availability. You'll be asked for:
- Please enter Headout Experience ID
- Please enter the option/variant name
Give the new booking and experience dates in the Description. You can select more than one change here, so if you also need new operating hours or updated pax types for the new season, tick those at the same time rather than raising separate requests.
Step 3 — Add a subject and description, then submit
Give the request a clear Subject naming the experience, and use Description for the detail: the dates you want, whether prices or availability have changed, and anything our team should check before it goes back on sale. You can attach a file at the bottom.
Click Submit. Our team will action it and come back to you.
Frequently asked questions
Can I reactivate an experience myself?
No. Reactivation is handled by our team, because an experience going back on sale needs its dates, pricing and availability checked first.
Which of the two options should I choose?
If the experience is deactivated or simply isn't appearing on Headout, use Report - Experience is not Available on Headout. If it's still active but its selling dates have lapsed, use Additional Experience Changes → Extend the Availability. If you're unsure, pick the first and explain the situation in the Description — our team will route it.
What does the status on the Experiences page tell me?
Available means it's selling. Unavailable, Disabled and On hold all need our team. Under curation means it's already with us. Draft means it was never submitted — finish it and submit rather than raising a ticket.
Do I need to set up schedules again?
Usually not — your schedules, pricing and inventory are kept. Check them once it's live again, especially if the gap covered a price change or a new season.
Can I reactivate one option but not the others?
Yes. Name the specific option in the option/variant name field, and say in the Description that the others should stay as they are.
I want to deactivate instead.
Same form — choose Deactivate Experience or an Option, which asks for a reason. To stop sales temporarily, close the slots yourself instead.