Tours — support playbook

Quick reference for support and customer success teams. Pair it with the /product/tours overview.

Quick classification

Guest reports…	Likely area
Wrong language or blank text	Translation or audio still processing; language selection; published languages on the tour
Map not moving or no GPS	Browser location permission; device settings; tour type (outdoor, indoor, or fixed); virtual demo mode
Paid but still prompted to pay	Purchase completion; signed-in account matches purchaser; entitlement propagation delay
Cannot set a paid price in the dashboard	Organization payments setup not finished
Indoor pins on wrong floor	Site plan pages and pin placement; republish or adjust pins after layout changes
Distances or directions look wrong	Outdoor routing provider issues; connectivity; stale cached directions

Organization and roles — Does the user have tour access appropriate for their role? Some workflows limit visibility to assigned contacts only.
Visibility — Public versus private; confirm the guest opened the link intended for their environment (production versus preview or staging).
Tour type — Outdoor, indoor, and fixed tours behave differently for GPS, floors, and transitions. The wrong type can create several unrelated-looking symptoms.
Hidden steps — Steps marked hidden may not appear in the guest progression the same way as visible stops.
Translations — If languages never finish updating, wait for background translation jobs or retry from the dashboard when appropriate.
Multi-guest sessions — Collaborative runs depend on room codes and session state; confirm guests joined with the same session details.

Duplicate a tour to reproduce issues without editing live guest-facing content.
Use Visit from the tour list for a demo-friendly entry when GPS should not block testing.
Reconnect or review payments settings before editing paid tiers if pricing controls appear disabled.

Suspected incorrect charges or reconciliation problems—capture transaction references your payments provider shows and the affected organization.
Suspected data inconsistencies that persist after refresh and cannot be explained by publishing or translation delays.
Suspected security concerns around shared session codes or unintended access.
Widespread outage patterns (maps, directions, or realtime collaboration) affecting multiple organizations.

Share reproduction steps, affected tour identifiers, approximate timestamps, and screenshots where privacy rules allow.