Saved Email Replies

Utilizing saved email replies can be a great way to save time while still providing great customer support.

We encourage you to use these replies when supporting your passengers. Feel free to input these into your company email or support platform and tweak the wording if you'd like.

Additionally, we'll be adding to and modifying these replies as GroupCollect continues to evolve so be sure to save this document URL and check back every so often to give your saved replies a refresh if necessary.

Problem: How do I edit my passenger information?

Happy to help here. You can edit passenger information from the passenger dashboard. THIS VIDEO will show you exactly what to do.

If you're still not able to edit your information the way it's shown in the video, your trip leader may have restricted edits at this time. Let us know if that is indeed the situation and we'll help you with next steps.

Thanks and talk soon!

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Problem: Can't remember where to log in

Happy to help here. Please login by heading to [ADD YOUR LOGIN URL] and this will bring you to the login page for the payment site.

Use your email address and password you set at the time of accepting the invite. Let me know if this does not solve the issue, happy to help further if needed. Thanks!

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Problem: Can't remember how to log in/Difficulty logging in

Please log in by heading to [ADD YOUR LOGIN URL] and this will bring you to the login page for your trip. Please use the email address and password you set at the time of accepting the invite. Oftentimes duplicate accounts get created because a passenger forgets which email address they used.

Let me know if this does not solve the issue, happy to help further if needed. Thanks!

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Problem: "I can't login"

I am sorry you're experiencing this frustration. We're not seeing any issues with authentication in the server logs. Can you try resetting your browser cookies?

Here's how to clear your browser cookies.

Once you've cleared your cookies, can you try to log in again? If that doesn't work, please reply back to this email and we'll further investigate possible issues. We want to be helpful.

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Problem: Not receiving emails

Our email provider is showing the emails being delivered just not opened. This usually means they're in your spam folder. Can you take a look in there to see if that's the case?

When the email is located, please mark it as "not spam" or "safe". Receiving emails from us is very important because we send payment reminders and important trip updates via email.

If you can't seem to locate the email from us, we'll ask for an alternative email address for you to use.

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Problem: Registration asks for passport information but they don't have it

For now, you can write "N/A" to answer the question. Proceed with registration and payment and then update the answer to your question when you obtain your passport number. You can edit the response on your dashboard by clicking the pen tool next to the question section.

Let us know if you have additional questions, we are happy to assist. Thank you!

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Problem: Password reset

I've triggered a password reset email to be sent to you, but I'm also pasting it here as well just in case :)

(Insert link here)

Let me know if this helps you access your account. If you have additional questions, let me know, I'm happy to help. Thanks!

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Problem: Why is my deposit so high?

Happy to help here. Your deposit is likely higher than what you were told it would be because of a trip protection purchase you made during registration. THIS VIDEO explains how and why trip protection will affect the amount due as a deposit.

Does this explain the situation that you're encountering? Please let us know and we'll be happy to help further if necessary. Thanks!

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Manual Bank Verification

Problem: They've selected manual verification but are unaware that instant verification is the recommended method

You chose manual bank account verification: This is where you add your bank account details manually. Your account will then be verified using two micro-deposits. Micro-deposits are a deposit of less than a dollar that is sent to your bank account.

We actually made a video for this process. Watch it here.

The purpose of these micro-deposits is to verify that we have the correct bank account information for you. Micro-deposits show up within 3 business days. When you see those deposits in your account, write down the amounts, and then enter them into the appropriate place in our payment screen.

After you've entered the correct amount you'll be able to make trip payments using that billing source. Note: you MUST complete this verification process within 5 days because the verification deposits will be removed at the 5-day mark. If you miss that opportunity, we have to start the whole process again.

However, did you know the recommended process is the instant bank account connection? This process is faster and easier to set up bank payments.

To use this connection, jump back onto your payment website, navigate to the payment source section, and select "recommended method". Then enter your bank login credentials and we will instantly authenticate your account. You can then make a payment with that account. However, if you can't find your banking institution under the instant connection list, you'll need to use the manual bank account option.

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Problem: Can't find their bank on our integration list

We don't actually handle the bank integrations, Plaid.com does, and they're responsible for most of the bank integrations on the internet like ours. They don't just add banks per our requests, it's a special thing, requiring your bank to reach agreements with Plaid.com. I wish we could click a couple of buttons and make it happen but we can't.

If your bank isn't on the list you have two other options

Use manual verification for your bank instead of instant verification
Use a bank card or credit card

Check out this video below to learn a little bit more about each and please reach out if you have any further questions.

What are the Different Payment Types?

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Problem: They've tried to manually verify their bank account and it didn't work for whatever reason

I want to be helpful but I have limited control when it comes to manual bank verification.

Payment processors like Quickbooks, Mint, Betterment, etc use a 3rd party service to handle bank verification. We don't know when the micro-deposits hit your bank account, but if the banking information was added correctly the micro-deposits are in the account within 3 business days.

I've cleared your bank connection, so you're able to retry the manual verification or you can add a credit or bank card.

As a reminder of the manual verification process: We actually made a video on it. Watch it here

Bank Account with Manual Verification: instead of instant verification we can verify your account using two micro-deposits. Micro-deposits are two small deposits of less than a dollar that are deposited automatically within 3 business days. It's your job, to log into your online bank and find these micro-deposits, then come back to GroupCollect.com and enter those micro-deposit amounts on our payment screen.

Note: this manual verification process MUST be completed within 5 days or the deposits disappear and you have to start the process over from the beginning. Do not forget to check the bank you added as the billing source within 3 days of starting the verification process.

To reattempt this manual verification, please log back in, jump back to the billing source page, and re-add your bank information.

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Problem: They've tried to manually verify their bank account TWICE and are getting very frustrated

So sorry to hear about these issues. I unfortunately have limited control when it comes to manual bank verification.

I've cleared your bank connection, so you're able to retry the manual verification or you can add a credit or bank card. Were you able to watch our video on the manual verification process? If not, watch it here

Remember, these are your options from here:

Attempt Manual Verification One More Time: instead of instant verification we can verify your account using two micro-deposits. Micro-deposits are two small deposits of less than a dollar that are deposited automatically within 3 business days. It's your job to log into your online bank account and find these micro-deposits, then come back to GroupCollect.com and enter those micro-deposit amounts on our payment screen. The video I mentioned above has a great visual demonstration of this.

To reattempt this manual verification, please log back in, jump back to the billing source page, and re-add your bank information.

Good luck and please let me know if there's anything else we can do to assist.

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Problem: They're attempting manual verification, have added their bank information, but now they don't know what to do next

You've chosen the manual bank verification process.

Your bank account will be verified using two micro-deposits which are less than a dollar sent to the bank account you added information for. The purpose of this process is to verify that we have the correct bank account information for you. Micro-deposits arrive in your bank account within 3 business days. When you see those deposits in your account, write down the amounts, and then enter those amounts into the appropriate place in our payment screen.

In summary, here are your next steps:

Log into your bank
Look for two small deposits (less than $1 each)
Log into GroupCollect
Click "Verify Source"
Enter the deposit amounts
If the amounts are correct, you'll be able to make a payment.

We like videos, so we made one to demonstrate this process. Watch it here

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Problem: They're trying to manually verify their bank, but they haven't waited long enough (less than 3 business days) to receive the micro-deposits for verification

When did you start the manual verification process? Usually, it takes 1-4 days for the deposits to land in your account. Just to be sure, can you confirm your bank information was entered correctly?

If your bank account information is correct, you should definitely see the micro deposits appear in your account within the next day or so. If that does not happen, please let us know.

We actually made a video for this process. Watch it here

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Problem: They're trying to manually verify their bank, but they haven't waited long enough (1-4 business days) to receive the micro-deposits for verification

You've chosen the manual bank verification process.

Your bank account will be verified using two micro-deposits which are less than a dollar sent to the bank account you added information for.

The purpose of this process is to verify that we have the correct bank account information for you. Micro-deposits arrive in your bank account within 3 business days. When you see those deposits in your account, write down the amounts, and then enter those amounts into the appropriate place in our payment screen.

We actually made a video for this process.Watch it here.

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Problem: PNC Bank issues

Sorry about the frustration, PNC bank can be one of our more problematic banks.

Sometimes manual verification works with PNC bank and sometimes passengers end up using a different bank or credit card.

To explain: payment processors like Quickbooks, Mint, Betterment, etc use a 3rd party service to handle bank verification called Plaid.com due to bank security protocols. We're not given any error codes to help us know the possible issues. Through my experience, I can say PNC bank is 50% of our payment issues.

I would recommend a different bank or a credit card to make trip payments.

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Problem: Questions about Trip Protection Policies

You'll want to reach out to your travel protection provider, TripMate, for answers about refunds, policies, claim statuses, etc. Your claim representative contact information should be in a previous email and your claim documents.

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Problem: Questions about Trip Protection Policies

Thanks for reaching out with these questions. The best thing to do would be to review the policy documents of the possible two plans to choose from.

Note that trip protection while selected is not active until the trip deposit and policy are fully paid.

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Problem: General questions on trip protection

You'll want to reach out to your travel protection provider, TripMate, for answers about refunds, policies, claim statuses, etc.www.travelclaimsonline.com or 844-777-6856.

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Problem: Canceling with ENHANCED trip protection

I am able to proceed with the cancellation on my end. Upon cancellation, a claim email is automatically sent to you so you can begin the claim process with our trip protection provider, Trip Mate.

Since you purchased enhanced travel protection, you are eligible to initiate a claim with Trip Mate. You may initiate your claim for your non-refundable trip costs (Note: the cost of travel protection premium can not be included). Please note that all claims are reviewed independently and are subject to the following: All benefits are subject to the purchase of the travel protection plan, the written claim documentation provided to Trip Mate, and the plan provisions.

You will be working directly with Trip Mate, the company you purchased travel protection through to complete your possible protection claim. We suggest reading your enhanced trip protection policy details as well.

NEXT STEP: If you'd like to proceed, please confirm by replying to this email, and I can complete it on my end.

Thank you!

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Problem: Canceling but OPTED OUT of trip protection

Sorry to hear about the canceled travel plans; I am able to proceed with the cancellation on my end but your trip payments are non-refundable. The trip registration policies are outlined in the registration documents. It looks like you opted out of trip protection, so we as your tour operator are unable to provide a refund for your previous trip payments.

However, we have no way of validating previously purchased coverage & many of our passengers' purchase outside coverage. If you purchased through Travel Insured, for example, the recommendation is that you reach out directly to their team to confirm at: 844.777.6856. If your policy indeed is active, then the route to go on your payment platform would be to decline coverage since you already have coverage. This will be marked as 'opted out' in the system since the default provider is through Trip Mate.

We want to ensure you fully understand the process of cancellation. If you'd still like to proceed with canceling, please confirm by replying to this email, and I can complete it on my end. Thank you!

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Problem: Canceling with STANDARD trip protection

Sorry to hear about the canceled travel plans; I am able to proceed with the cancellation on my end but your trip payments are non-refundable. The trip registration policies are outlined in the registration documents. It looks like you choose TripMate's Standard Trip Protection Policy, please review your policy documents to fully understand your benefits.

If you'd still like to proceed with canceling, please confirm by replying to this email, and I can complete it on my end. Thank you!

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Problem: Canceling and THOUGHT they had cancel for any reason insurance

Each registration gets to choose one of the three options.

Standard Trip Protection Policy Document (this is what you have, great for lost luggage coverage, etc.)
Enhanced Trip Protection Policy Document (this has "cancel for any reason" coverage)
No Trip Protection

Because we aren't the trip protection policy issuer, I can't answer detailed questions about the policy's coverage. Those questions can only be answered by TripMate. Their contact information is on the policies linked previously.

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Problem: Missing information with claim

Sorry about this confusion, the claims form which is used is a generic form which might contain a couple of form fields that might be not associated with your trip. Use N/A for any form field which doesn't apply to your trip.

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Problem: Protection Confusion (two separate companies)

I’m sorry about the confusion, there are two companies in this trip registration and trip protection process for your passenger.

1. We're [INSERT YOUR COMPANY NAME], we plan and coordinate group travel.

2. Trip Mate is the company your trip protection policy is held by.

[INSERT YOUR COMPANY NAME] has a no-refund policy, however, if you have an active trip policy you can make a claim for reimbursement for trip payments through Trip Mate. Trip Mate is a great company. Your policy documents are linked previously. We, [INSERT YOUR COMPANY NAME], can't answer questions about your trip policy or claim because we're separate and different companies.

I hope that explanation helps. :)

You're encouraged to reach out to Trip Mate and ask them policy-related questions, their contact information is on your policy documents. We will only cancel your passenger if you confirm with us that you want to cancel, until then your passenger is still active on this trip.

Let me know if you have additional, non-policy-related questions or if you'd like to confirm the cancellation of your passenger account on this trip.

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Problem: Payment blocked

So sorry about this frustration.

Our merchant provider has blocked your account and labeled the bank "high risk". Usually, this is due to a recent system-wide security issue or fraud with that financial institution. The processor is requesting a photo of a voided check from you.

Can you snap a picture of a voided check and reply back? I'll upload that photo into their system and it should clear up that issue within 2 business days.

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Problem: ACH refund timeline, "where's my refund?"

ACH bank account refunds take up to 10 days to process and be returned back to you. Unlike credit card payments which are faster, this is the general timeline for ACH refunds:

Let us know if you have additional questions, we are happy to assist! Thank you.

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Problem: They would like to pay by mail/ paper check

You can send a one-time check payment for the full amount of the trip's remaining balance to the address below.

[INSERT COMPANY MAILING ADDRESS HERE]

Please put your email address in the check memo, please double-check your account dashboard for your remaining trip balance.

If you can't pay via check, here's more information on payments.

What are the Different Payment Types?

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Problem: overdue small amount, pricing change

Sorry about this confusion, oftentimes trip pricing changes slightly. Instead of auto-drafting these pricing adjustments to your billing source we show them as overdue instead. Don't be alarmed though, we don't charge late fees. We just didn't want to surprise you with this trip pricing adjustment.

Feel free to log into your account and make your account current or wait until the next payment is due. Either way is fine.

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Problem: fundraiser / bulk credit questions

Thanks for this email, great question. The workflow of a fundraiser from your organization is:

1) Your fundraising leader or group leader will submit a "bulk credit" application for the fundraiser to us.

2) Then we wait for a bulk payment and apply the money to the passengers.

As of right now, we're still waiting on your fundraising leader to submit the money from your fundraiser.

You might reach out to the person who led the fundraiser and ask them to submit the earnings of the fundraiser.

Until the monies are applied to your account you'll continue to receive email notifications about payments. You'll also receive an email when the fundraising money is applied as a "credit".

Please do let us know if we've misunderstood or you have additional questions. We want to be helpful.

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Problem: Server issues

It looks like your interactions with our website landed at the same time we have a minor server issue resulting in this error you’re seeing.

Please ______

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SIGN-OFF PHRASE

Let us know if you have additional questions, we are happy to assist! Thank you.

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STARTING AN EMAIL WITH FRUSTRATED CUSTOMER

I'm not quite sure I understand, but I do want to be helpful. Let's try to figure this out together.