Troubleshooting

Solutions:

• Ask them to check their spam/junk folder
• Open the show's Advance tab and verify the current To address
• Send history confirms when the message was accepted and which band member sent it; it does not display the recipient
• Check whether the latest accepted email later shows Send failed after a bounce
• Correct the recipient on the show's Advance tab and send the email again
• Ask them to allow the TourNote sender and the band's Reply-To address

Solutions:

• The email needs a recipient and the band's reply address
• Add the band's contact email in Settings > Band Profile; TourNote uses it as Reply-To, so promoter replies go directly there
• Add reusable requirements in Settings > Advance Defaults, then amend any section on the show's Advance tab
• Crew can read Info and Logistics but cannot access or send Advance
• If the email is already Sending, wait for delivery recovery before sending another copy
• Advance emails for existing shows do not spend another credit

Solutions:

• The recipient, Band Profile Reply-To address, subject, introduction, sign-off, show summary, a requirement section, or a selected file changed after the latest accepted email
• Open Advance to review the current email and selected files
• Send the email again when the promoter needs the change
• Changing Info, Logistics, guarantees, settlement, Wi-Fi credentials, hotel references, guest names, or internal notes does not affect advance status
• Reverting the advance and file selection exactly clears Changes not sent

Solutions:

• The show date must be within your tour dates (with 2-day buffer)
• Show days cost 1 band credit unless the band has an active Unlimited Pass or Legacy Plus entitlement
• Travel days and days off do not spend credits
• Try extending your tour's end date if needed
• Make sure you're viewing the correct tour
• Refresh the page and try again

Solutions:

• TourNote automatically detects your timezone
• Your timezone is stored on your profile and updated from your device/browser timezone
• TourNote displays dates in your account's timezone
• Changes apply to all existing and new dates
• Timezone is set per user, not per band

Solutions:

• Make sure you have permission (Owner or Member role)
• Deleting a tour removes all show days, travel days, and day offs
• This deletes the show's advance preparation, but accepted email history remains with the band using the stored show snapshot
• Tours are permanently deleted and cannot be restored once removed.
• If you just want to hide it, consider renaming it instead

Solutions:

• Every new band starts with 10 starter credits
• Events and show days cost 1 credit each
• Tours, travel days, days off, finance entries, to-dos, and existing content remain available
• Deleting an event or show day does not refund the credit
• Any active band member can buy credits or an Unlimited Pass in Settings > Credits & Passes

Solutions:

• Check that your card details are correct
• Ensure your card has sufficient funds
• Some banks block online payments - contact your bank
• Try a different payment method
• Contact support@tournote.app if the issue persists

Solutions:

• Any active band member can buy credits or an Unlimited Pass
• Only the band owner can manage any remaining Legacy Plus entitlement
• If you need Legacy Plus billing access, ask the owner to transfer ownership
• Check which band you're currently viewing

Solutions:

• Ask a Band member to copy the current link again from Settings > Members & Access
• A replaced link stops working immediately, so make sure the newest link was shared
• They may need to create an account first if they're new to TourNote
• Any Band member can generate the link; owner access isn't required

Solutions:

• Make sure you're viewing the correct band
• Switch bands using the band selector at the top
• All members of a band should see all tours
• Try refreshing the page
• If problem persists, sign out and sign back in

Solutions:

• Make sure you're using the latest version
• Try force-closing and reopening the app
• Check your internet connection
• The mobile app syncs with the web version
• Changes made on web appear in the app after refresh

Solutions:

• Click Forgot Password on the sign-in page
• Enter your email address
• Check your email for the reset link
• Check spam folder if you don't see it
• Link expires after a certain time - request a new one if needed

Solutions:

• Navigate to My Profile
• Scroll to the Danger Zone section at the bottom
• Click Delete Account
• Your account is permanently deleted and you're signed out everywhere
• You'll be removed from all bands
• Bands you own must be transferred or deleted first