Operator FAQ

The questions operators actually ask, answered the way the product actually behaves. If yours is not here, [email protected] reaches a person.

Accounts and access

Can more than one person at our office use the dashboard?

Yes. Owners invite teammates by email from the Team page, as either admins (run tours) or owners (also manage the team and billing). Plans are priced per agency and never count seats.

Do travelers need accounts or passwords?

No. Each traveler gets a personal six-character join code — they download the app, type the code (or scan its QR from the printed slip), and the whole trip lands on their phone. No account, no password, no email verification.

A traveler has no email address. How do they join?

Email is optional. The one-click "email everyone their code" step simply skips anyone with no address on file and tells you exactly who was skipped and why. For those travelers, copy the code from the Travelers tab and read it out over the phone, or hand them their printed join-code slip. The code works the same however it arrives.

A guide's phone was lost, or a guide has moved on. How do we cut off their access?

Guides sign in with a guide code and a PIN of their own, separate from every traveler code, so travelers are never involved in this. On the departure page's Travelers tab, press Issue a new code next to the guide sign-in code: the departure's code and the personal code of every guide on that trip are all replaced, and their phones are signed out of all of their trips at that same moment. Give each guide their new code from the Guides page and they sign in again with it and the same PIN. To cut off one person only, use Issue a new code on their row of the Guides page, or Retire this guide to end their access altogether.

Running tours

Can I change an itinerary after it is published?

Yes — edit freely. Your edits stay private until you click Publish new version; until then, guests' phones keep showing the version you last signed off. When you publish, every guest's app downloads the new version the next time it has a connection. Travelers only ever see published content, never your work in progress.

Do guests need a signal for any of it?

No. Joining downloads the whole trip as one bundle, and every screen in the traveler app reads from that copy — there is no screen that needs a network to open. Every screen also shows when it last synced, so nobody reads yesterday's plan as today's.

We run the same tour every season. Do we retype it?

No — open last season's departure and click Copy this departure. The copy carries the itinerary (every date shifted to your new start), hotels, flights, packing list, and country-guide attachments. Travelers, join codes, sent messages, and published versions are deliberately not copied, the copy mints a fresh guide code, and it starts as a draft — so nothing reaches a guest before you have looked it over.

What happens when we hit the traveler limit for the year?

Nothing dramatic. The traveler allowance is a soft limit: it never blocks a tour that is underway and never locks a guest out. Your Billing page shows the meter, and going over prompts an upgrade — that is the entire consequence.

And the active-departure cap on Companion?

That one is firm, but only at the moment of creating: with 10 departures in Draft, Published, or On tour, creating an eleventh is refused, and the message tells you the two fixes — mark finished departures Complete to free slots, or upgrade to Pro. Nothing existing is ever touched.

Billing and leaving

What happens to our data if we cancel?

It stays put. Canceling pauses creating new tours, departures, and travelers — that is all. Everything you built remains readable and editable, guests and guides on tour keep working as if nothing happened, and choosing a plan again picks up exactly where you left off. We do not delete your data for stopping payment.

How do refunds and invoices work?

Invoices live in Stripe: the Manage in Stripe button on the Billing page opens Stripe's portal, where your card, your invoices, and cancellation are. Refunds: there are none. Fees already paid are not refunded, in whole or in part — but canceling never costs you the rest of the month or year you have paid for, and the 30-day free trial is there so you can decide before paying anything. See Billing and plans, or § 7 of the Terms. For anything the portal does not cover, write to [email protected].

Do our travelers ever pay Cordelle anything?

Never. The app is free for travelers and guides. You pay one flat fee per agency, monthly or once a year — there is no per-head charge, on any plan.

The white label

Where does Cordelle's branding appear to our travelers?

In exactly two places, both before your trip is on their phone: the app-store listing (travelers download "Cordelle") and the join screen, where a code is typed — the one moment the app cannot yet know whose trip it is. From the instant a join code is accepted, it is your name, your colors, and your logo throughout. If you want your own app-store listing too, that is the Branded plan — start that conversation at [email protected].

Can travelers tell the app was not built by us?

The honest answer: only if they read the app store or squint at the join screen. Inside the app there is no "powered by" footer, and the colors are checked mathematically so even an unusual brand palette ships looking deliberate. See Branding for what is derived and what is enforced.