Common Issues

Use this page when something in the admin does not behave as expected.

If the issue blocks urgent work, take a screenshot of the page and error message before refreshing or closing the browser.

Quick checks first

Try these before deeper troubleshooting:

1. Refresh the page.
2. Check your internet connection.
3. Sign out and sign in again.
4. Click Refresh inside the admin page you are using.
5. Confirm you have permission for the action.
6. Confirm the content was saved.
7. Open the public website in a new tab to verify the result.

Cannot log in

Possible causes:

• Email is wrong.
• Password is wrong.
• Account is not enabled for admin access.
• Browser did not store the login session.

What to do:

1. Re-enter email and password.
2. Make sure there are no extra spaces.
3. Refresh and try again.
4. If all else failed, do not hesitate to contact to Support

Section is missing from the sidebar

Possible cause: your role does not include permission for that section.

What to do:

1. Confirm which section is missing.
2. Ask an owner/admin to check your role.
3. If you only need to review content, ask for viewer access.
4. If you need to edit content, ask for editor/admin access.

If the same save error appears repeatedly, screenshot the error and send it to the technical team.

Changes are not visible on the public website

In order to make our website load fast for user, we enabled cache on the website. So, after saved and published, sometimes it might take 1-5 minutes to see it live. If after 5 minutes and the content still not refresh. Do not hesitate to contact Support .

Uploaded the wrong image

If the image is only wrong for one field:

1. Open that field.
2. Click Replace or choose another image.
3. Save the content item.

If the media asset itself should change everywhere it is used:

1. Open Media.
2. Find the image.
3. Click Replace.
4. Upload the correct file.
5. Refresh and review pages using that image.

Use Delete only if the image should be removed from the library.

Package cannot be published

Check the Publish tab.

Required blockers:

• Missing package slugs.
• Missing English title or summary.
• Missing English SEO description.
• Missing country assignment.
• Invalid duration.
• Missing featured image.

What to do:

1. Open the Publish tab.
2. Read the required checklist.
3. Fix the incomplete items in Basics or Content.
4. Return to Publish.
5. Click Publish again.

Places do not appear in itinerary

Possible cause: package destinations were not selected first.

What to do:

1. Open the package Destinations tab.
2. Add package destinations.
3. Save the package.
4. Return to Itinerary.
5. Check Places visited this day again.

“Unable to load…” error

This usually means the admin could not load data from the API.

What to do:

1. Refresh the page.
2. Sign out and sign in again.
3. Try the same page again.
4. If only one section fails, screenshot the error.
5. If every section fails, ask the technical team to check the API/server.
6. Please report issue to Support

Common messages:

• Unable to load packages.
• Unable to load media assets.
• Unable to load home page configuration.
• Unable to load guides.
• Unable to save package.

Permission required message

Possible cause: your role can view the page but cannot do that action.

What to do:

1. Note which action failed.
2. Ask an owner/admin to check your role.
3. Do not create duplicate content to work around permissions.

Accidentally changed something

What to do:

1. If you have not saved, leave the page or refresh.
2. If you saved, undo the change manually if you know what changed.
3. If you published by mistake, move the item back to draft.
4. If you archived by mistake, contact the technical/admin team.
5. Check Activity Log if available.

What to send when asking for help

Send:

• Admin page name.
• What you were trying to do.
• Exact error message.
• Screenshot.
• Time it happened.
• Content name or package title.
• Public URL, if relevant.
• Your role, if known.

Example Template:

- Page: Packages > Edit Package
- Action: Clicked "Publish" on draft
- Error: "Missing required featured image"
- Package Title: 8-Day Classic Cambodia Tour
- Time: July 1, 2026, 2:30 PM (ICT)
- Role: Editor
- Screenshot: [Attached]

Do not send passwords or private credentials.