Help and support
Troubleshooting
The most common problems and their fix, by topic.
1 min readUpdated on 12 October 2026
Account and sign-in
| Problem | Solution |
|---|---|
| I do not receive the confirmation email | Check spam and the address you typed. See Create an account. |
| “Incorrect email or password” | Check what you typed or reset your password. |
| The reset code is rejected | It expired: request a new one with Resend. |
Search and booking
| Problem | Solution |
|---|---|
| No trip found | Remove filters, change date or request the trip. |
| The seat I want is “Occupied” | Another traveller took it: pick another one. |
| I cannot select more than 3 seats | That is the per-booking limit: make several bookings. |
| “Time is up” at payment | The lock expired. See Seat locking. |
Payment and wallet
| Problem | Solution |
|---|---|
| The “My wallet” option is greyed out | Sign in to use it. |
| The Pay button stays disabled | Check the passenger details and the wallet balance. |
| My relative does not receive the authorisation request | Check the wallet number entered; they should check their spam. |
| My top-up does not show | Confirm the operation on your phone. See Top up your wallet. |
| Charged without a ticket | See Payment issues. |
Tickets and cancellation
| Problem | Solution |
|---|---|
| I did not get my tickets by email | Download them from My bookings. |
| The Cancel button does not show | The ticket is not “Reserved” or the trip is closed. See Cancel a ticket. |
| My ticket is “Blocked” | Contact support. |
Technical problems
- Refresh the page and check your internet connection.
- Use a recent version of your browser (Chrome, Firefox, Safari, Edge).
- Try a private window to rule out an extension or cache issue.
- Still stuck? Contact support with a screenshot.
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