This guide is for group leaders and organisation admins. It will help you avoid common mistakes when placing an order for passes.
Follow the tips below to make the process smoother.
1. Use a desktop or laptop when placing an order
We strongly recommend using a desktop or laptop computer. This helps the system run more smoothly, reduces errors during data entry, and makes it easier to review and save information correctly.
Using a tablet or mobile phone may cause issues or make the process more difficult to complete.
2. Check all details before saving
Before clicking “Save” for each traveller, carefully review all details and make sure everything is correct. Once an entry is saved, editing or deleting is currently not possible. You will need to contact customer support to remove the entry from the system, and you may be asked to submit the order again after the deletion.
3. Select the correct category for each traveller
Make sure you choose the correct category, such as Participant or Accompanying Person. Selecting the wrong category may cause duplicate entries or other errors.
4. Use the correct email address
Always use the participant’s own email address, not the email address of the person placing the order. This helps make sure the pass is linked to the correct person.
5. Avoid extra spaces in fields
Be careful when typing and do not add extra spaces before or after text. Even small spaces can cause system errors.
6. Don’t stay inactive for too long
Try to complete the form without taking long breaks. If you stay inactive for too long, the system may time out. This can create unwanted entries that cannot currently be edited or deleted. If this happens, you may need to submit the order again.
7. If something is not working in the ordering platform
Try the following steps:
- Use a different browser (Chrome, Firefox, or Edge)
- Try using incognito/private mode
- Refresh the page and try again
- Check your internet connection, as weak or unstable internet may affect the ordering process
Important: Current System Limitation
Right now, you cannot edit or delete traveller entries after submission. Our new ordering system is still being improved, and these features will be available in a future update. Please double-check all traveller details before submitting the order.
If there are mistakes in the traveller information after submission, changes cannot be made while the invoice payment is still pending. Updates will only be possible after full payment has been received and the passes have already been issued.
Need Help?
If the problem is still happening after trying the steps above, please contact the DiscoverEU Travel Team. To help us check the issue faster, please send a screenshot or screen recording of the error you experienced.