Troubleshooting

Solutions:

• Ask them to check their spam/junk folder
• Verify the email address is correct in the show details
• Open the show in Advancing and use Resend advance form
• Ask them to add [email protected] to their contacts
• Try sending to an alternative email address if available

Solutions:

• The show must have a promoter email address
• Edit the show and add the promoter's email
• Status shows No Venue when venue details are missing
• If the advance already shows Sent, In Progress, or Completed, open the show in Advancing to resend, enter details, or copy the share link
• Credits are only spent when creating events and show days. You can still send advance sheets for existing shows without spending another credit.
• Status shows No Email when email is missing

Solutions:

• Status changes to Completed only after the promoter submits the form or the band marks manual details complete
• Follow up with the promoter if it's been more than a week
• They may have the link but haven't submitted it yet
• Use Resend advance form from the show's advancing page to send a reminder
• Promoters can reopen the same link later and resubmit with updated details

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 also deletes all associated advance sheets
• 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 [email protected] 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