Question 1

How do I create a Pindrop Travel account?

Accepted Answer

Download the Pindrop Travel app and tap 'Sign Up'. Enter your email address and choose a password. On the next screen select 'Traveler' as your account type. Once registered, complete your profile — adding your name and photo helps your travel agent personalise your trip experience.

Question 2

How do I find trips?

Accepted Answer

The Home screen shows featured trips from all agents on the platform. Browse by destination, scroll through curated collections, or tap the search icon to filter by location or date. Tap any trip card to see full details including itinerary, inclusions, pricing, and your travel agent's profile.

Question 3

What information do I need to book a trip?

Accepted Answer

To complete a booking you'll need: a verified Pindrop Travel account, a valid payment card, and your travel details (number of travelers, any room/package preferences). Some trips may also require passport details or other traveler information — your agent will reach out if additional information is needed.

Question 4

Can I book for multiple travelers?

Accepted Answer

Yes. During the booking flow you can add co-travelers by name and email. If your trip uses split payment mode, each co-traveler will receive an email invitation to create their own Pindrop account and pay their share of the deposit directly. All travelers are managed under a single booking.

Question 5

How does the deposit payment work?

Accepted Answer

When you confirm a booking you are charged a deposit (set by your travel agent — typically 20–30% of the total trip cost). The deposit secures your spot and confirms your booking. You will see the exact deposit amount on the booking confirmation screen before you pay.

Question 6

What payment methods are accepted?

Accepted Answer

Pindrop Travel accepts all major credit and debit cards (Visa, Mastercard, American Express, Discover) processed securely through Stripe. Apple Pay and Google Pay are also available where supported by your device. All transactions are encrypted end-to-end.

Question 7

What is a payment plan and how do installments work?

Accepted Answer

If your travel agent has enabled a payment plan, your remaining balance after the deposit is automatically split into monthly installments leading up to the final payment deadline (usually 45 days before your trip departs). You can see each installment amount and due date in the Payment Schedule on your Booking Detail screen.

Question 8

Can I pay my installments early?

Accepted Answer

Yes. Open your booking, scroll to the Payment Schedule, and tap 'Pay Now' on any pending installment. You can pay any installment ahead of its due date — paying early does not affect the remaining installment schedule.

Question 9

What is Autopay and how do I enable it?

Accepted Answer

Autopay automatically charges your saved card on each installment due date so you never miss a payment. To enable it, open your Booking Detail screen, scroll to the Payment Summary card, and toggle on 'Autopay'. Your card is saved securely in Stripe the first time you pay — you can disable Autopay at any time from the same screen.

Question 10

What happens if a payment fails?

Accepted Answer

If an installment payment fails (expired card, insufficient funds, etc.) you will receive a notification. Open the booking and tap 'Pay Now' on the overdue installment to retry with a different card. Contact your travel agent if you need to discuss alternative payment arrangements.

Question 11

Is my payment information stored securely?

Accepted Answer

Yes. Pindrop Travel never stores your full card number. All card data is handled directly by Stripe, a PCI-DSS Level 1 certified payment processor. Only a tokenised reference is kept, which is used for future installments and Autopay.

Question 12

Where can I see my bookings?

Accepted Answer

Tap 'My Trips' in the bottom navigation bar. All your bookings are listed here with their current status (Confirmed, Fully Paid, etc.) and a progress bar showing how much you have paid toward the total. Tap any booking to view the full details, payment schedule, and to contact your agent.

Question 13

What do the different booking statuses mean?

Accepted Answer

• Pending Deposit — booking created but deposit not yet paid.
• Confirmed — deposit received, your spot is secured.
• Fully Paid — all payments complete.
• Cancelled — booking has been cancelled.

Your agent is notified automatically when your booking status changes.

Question 14

Can I book the same trip twice?

Accepted Answer

No. Pindrop Travel prevents duplicate bookings for the same trip. If you try to book a trip you have already booked, you will be redirected to your existing booking. If you need to make changes, contact your travel agent via the in-app chat.

Question 15

How do I cancel a booking?

Accepted Answer

Contact your travel agent directly using the 'Message Agent' button on your Booking Detail screen. Cancellation policies are set by each agent — check your trip's terms before requesting a cancellation. Refunds, if applicable, are processed by the agent and may take 5–10 business days to appear.

Question 16

What is the split payment mode?

Accepted Answer

Split payment mode divides the deposit equally among all travelers in a group booking. Each traveler receives an email invitation to pay their own share via their Pindrop account. The primary traveler (who created the booking) is responsible for ensuring all co-travelers accept their invitations and pay. The remaining balance schedule is then applied per person.

Question 17

How do I update my profile?

Accepted Answer

Tap 'Profile' in the bottom navigation bar or open the hamburger menu and select 'Profile'. Here you can update your name, email, profile photo, and travel preferences. Keeping your profile up to date helps your agent tailor your trip experience.

Question 18

How do I message my travel agent?

Accepted Answer

Open any confirmed booking and tap 'Message Agent' at the bottom of the screen. You can also access conversations from the 'Chat' tab in the bottom navigation. All messages are private between you and your agent.

Question 19

I forgot my password. How do I reset it?

Accepted Answer

On the sign-in screen tap 'Forgot Password'. Enter your email address and we will send you a password reset link. The link expires after 1 hour. If you don't receive the email, check your spam folder or contact support.

Question 20

Can I switch from a Traveler account to a Travel Agent account?

Accepted Answer

Account types are set at sign-up and cannot be changed within the app. If you are a travel professional and need a Travel Agent account, please sign up again with a new email address and select 'Travel Agent' during registration. Contact support if you need further assistance.

Question 21

What notifications will I receive?

Accepted Answer

You will receive push notifications and in-app alerts for: deposit payment confirmations, upcoming installment reminders, payment receipts, messages from your travel agent, and booking status changes. You can manage notification preferences in your device Settings.

Question 22

Why am I receiving notifications for a trip I already paid off?

Accepted Answer

Once a booking is fully paid, payment-related notifications stop automatically. If you continue to receive unexpected notifications, please contact support with your booking reference and we will investigate.

Question 23

How do I set up my Travel Agent account?

Accepted Answer

Sign up and select 'Travel Agent' as your account type. Once registered, complete your agent profile — add a bio, profile photo, agency name, and IATA/CLIA number if applicable. A complete profile builds trust with prospective travelers and is required before publishing trips.

Question 24

How do I connect Stripe to start accepting payments?

Accepted Answer

Go to your Profile and scroll to the 'Payments' section. Tap 'Connect Stripe Account' and complete Stripe's onboarding flow. You will need to provide identity verification, bank account details, and business information as required by Stripe. Once approved, your 'Charges Enabled' status turns green and you can accept live payments. Stripe payouts are typically on a 2-day rolling basis.

Question 25

What subscription plans are available?

Accepted Answer

Pindrop Travel offers tiered subscription plans for agents with different trip listing limits, traveler capacity caps, and feature sets. Open the hamburger menu and tap 'Subscription' to see current plans and pricing. You can upgrade or downgrade at any time — changes take effect at the next billing cycle.

Question 26

What fees does Pindrop Travel charge?

Accepted Answer

Pindrop Travel charges a platform fee on each payment processed through the app. The exact fee percentage is displayed during the trip creation flow and on your Subscription plan details. Stripe's standard processing fees (typically 2.9% + 30¢) are additional and deducted before payout. You can see a full fee breakdown in your Analytics dashboard.

Question 27

How do I create a new trip listing?

Accepted Answer

Tap the '+' button on the Home screen (visible to agents) or go to your Dashboard and tap 'Create Trip'. The trip wizard guides you through: basic details (title, destination, dates), pricing (per-person price, deposit amount, payment plan options), room/package selection, itinerary, inclusions & exclusions, and cover photos. You can save as a draft at any stage and publish when ready.

Question 28

How do I set the deposit amount?

Accepted Answer

During trip creation, in the Pricing step, set the 'Deposit Amount' field. This is the upfront amount travelers pay to confirm their booking. A deposit of 20–30% of the total price is typical. The remaining balance can be structured as a lump sum or monthly installments depending on whether you enable a Payment Plan.

Question 29

What is a Payment Plan and how do I enable it?

Accepted Answer

A Payment Plan automatically splits the remaining balance (after the deposit) into monthly installments between the booking date and the final payment deadline (typically 45 days before departure). Enable it in the Pricing step of the trip wizard. Travelers see each installment amount and due date on their Booking Detail screen. Autopay can be enabled by the traveler to charge their saved card automatically.

Question 30

What is split payment mode?

Accepted Answer

Split payment mode divides the deposit equally among all travelers in a group booking. When the primary traveler books, co-travelers receive email invitations to create a Pindrop account and pay their own deposit share. Enable this option in the Pricing step. It is ideal for group tours where each traveler pays independently.

Question 31

How do I add rooms or packages to a trip?

Accepted Answer

In the trip creation wizard, go to the 'Rooms & Packages' step. Add as many room types or package tiers as needed (e.g. Standard, Deluxe, Suite), each with its own price per person and capacity. Travelers select their preference during booking. If you only have one option, you can skip this step.

Question 32

Can I edit a trip after publishing?

Accepted Answer

Yes. Go to your Dashboard, find the trip, and tap 'Edit'. You can update all details except for the deposit amount and payment structure on bookings that have already been confirmed — changes to those fields only apply to new bookings. Published edits are immediately visible to travelers.

Question 33

Where do I see all bookings for a trip?

Accepted Answer

Open the Analytics Dashboard (via the hamburger menu → Analytics) or tap on any trip from your agent home screen to see its bookings. Each booking shows traveler name, status, total paid, and remaining balance.

Question 34

How am I notified when a traveler pays?

Accepted Answer

You receive both a push notification and an in-app notification every time a deposit or installment payment is confirmed. The traveler's booking status updates automatically. You can also monitor payments in real time from the Analytics dashboard.

Question 35

Can I cancel a traveler's booking?

Accepted Answer

Booking cancellations should be handled through the in-app messaging system. Contact the traveler via Chat to agree on cancellation terms. Refunds must be issued through your Stripe dashboard — Pindrop Travel does not process refunds on your behalf. Once cancelled, the booking is removed from the traveler's active trip list.

Question 36

How do I invite co-travelers who haven't accepted their invitation?

Accepted Answer

Open the booking detail from your dashboard. Co-travelers with a 'Pending' invitation status have a 'Resend Invite' option. Invitations expire after 7 days and are automatically renewed when resent. If a co-traveler is not receiving emails, ask them to check their spam folder or verify the email address is correct.

Question 37

When do I receive my payouts?

Accepted Answer

Stripe transfers funds to your connected bank account on a rolling basis (typically 2 business days after each payment is captured, depending on your Stripe account configuration and country). You can view your payout schedule and history directly in your Stripe dashboard.

Question 38

What is the platform fee and when is it deducted?

Accepted Answer

The Pindrop Travel platform fee is deducted automatically at the time of each payment via Stripe Connect's application fee mechanism. You receive the net amount after the platform fee and Stripe processing fees. The exact fee rate is shown on your subscription plan details page.

Question 39

What is Autopay and does it affect my payouts?

Accepted Answer

Autopay is a feature for travelers — when enabled, it automatically charges the traveler's saved card on each installment due date. From your perspective, Autopay simply means payments arrive on schedule without the traveler having to manually pay. It does not change the payout timeline or amounts.

Question 40

What happens if a traveler's payment fails?

Accepted Answer

If an Autopay installment fails, the traveler is notified via push notification and email. The installment status changes to 'Overdue' on their booking. You are also notified. The traveler must manually retry the payment from the app. For persistently failing payments, contact the traveler via in-app chat.

Question 41

My Stripe account shows 'Charges Disabled'. What do I do?

Accepted Answer

This usually means Stripe requires additional verification. Go to Profile → Payments and tap 'Manage Stripe Account' to see what information Stripe needs. Common reasons include: identity verification documents, updated business details, or additional bank account confirmation. Resolve outstanding Stripe requirements to re-enable charges.

Question 42

What data is available in the Analytics dashboard?

Accepted Answer

The Dashboard shows: total revenue, number of active bookings, trip views, payment collection rates, and a breakdown by trip. Use it to monitor which trips are performing well, track outstanding payments, and see monthly revenue trends.

Question 43

How often is the analytics data updated?

Accepted Answer

Analytics data updates in real time when payments are confirmed or bookings are created. Revenue figures reflect net amounts after platform and Stripe fees.

Question 44

How do I upgrade or downgrade my subscription?

Accepted Answer

Open the hamburger menu and tap 'Subscription'. Select your desired plan and confirm the change. Upgrades take effect immediately; downgrades apply at the end of the current billing cycle. You will not lose access to existing trips or bookings when downgrading.

Question 45

What happens if my subscription lapses?

Accepted Answer

If your subscription expires, you cannot publish new trips or accept new bookings. Existing confirmed bookings and their payment schedules continue to function normally — travelers can still pay installments and you will still receive payouts. Renew your subscription to resume full platform access.

Question 46

Is there a free trial?

Accepted Answer

Pindrop Travel may offer a trial period for new agent accounts. Check the Subscription page for current promotional terms. Trial accounts have access to core features but may have reduced listing limits.

Help & FAQ

How Pindrop Travel works

Getting Started

Payments

Bookings

My Account

Notifications

Getting Started

Creating & Managing Trips

Managing Bookings

Payments & Payouts

Analytics & Dashboard

Subscription