Reporting a technical error

If something breaks while you're listing or managing an experience, report it and our technical team will look into it. The form is deliberately short — what makes the difference is the detail you give, because an error our team can reproduce gets fixed far faster than one they can't.

Before you start

Gather these before you open the form:

• The error message or error code shown on screen — copy the exact wording.
• What you were doing when it happened: the page you were on, and the step you were at.
• The Experience ID and option name, if the error was on a specific experience.
• A screenshot of the error. This is the single most useful thing you can send.

Tip: Take the screenshot before you navigate away or refresh. Error messages often disappear on reload, and reconstructing one from memory usually loses the part that mattered.

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 Report a technical error.

Step 2 — Describe what happened

The form asks for a Subject and a Description.

Use the Subject to name the error and where it happened — for example “Error saving pricing on Availability & pricing”. That alone tells our team which part of Hub to look at.

In the Description, cover:

• The exact error message or code.
• Which page or screen you were on.
• The steps you took just before it appeared.
• The Experience ID and option, if it's specific to one.
• Whether it happens every time or only sometimes.
• Whether you've tried a different browser.

Attach your screenshot in the attachments section at the bottom, then click Submit.

Frequently asked questions

What counts as an error to report here?
Anything technical that stops you working: a page that won't load, a change that won't save, a button that does nothing, an error code on screen. If it's a question about how something works rather than something broken, use the form that matches the task instead.

Should I report it if I found a workaround?
Yes. A workaround means you're unblocked, not that the problem is gone — and it will hit other partners too. Mention the workaround, as it often helps pinpoint the cause.

My experience isn't showing on Headout — is that an error?
Not usually a technical one. Use Manage Experience → Report - Experience is not Available on Headout, which asks for the Experience ID. See Reactivating your experience.

My photo or file upload keeps failing.
Check the file first. Photos need to be at least 1200×800 pixels and between 350 KB and 5 MB, and videos at least 720p. If yours meet that and it still fails, report it here with the file details.

I can't save a change but there's no error message.
Report it anyway, and say which field you were editing and what you were changing it to. Silent failures are worth knowing about.

What if it's urgent — guests are affected?
Say so in the Subject, with what's at stake. If it concerns bookings guests have already made, also raise a request under Customer Booking Related so the guest side is handled while the technical issue is investigated.

Will you tell me when it's fixed?
Our team comes back to you on the ticket. Reply on the same ticket rather than raising a new one if it happens again, so the history stays together.