Troubleshooting: Technical Issues

Before you start

• Update your browser to the latest version.
• Disable ad blockers or privacy extensions.
• Use a stable connection. Try Wi-Fi and cellular.
• Alternatively, you may also download the app (for drivers only)
  

   

  App Store: https://tripcity.com/hs/m/Fqml6R1Gg8
  Google Play: https://tripcity.com/hs/m/q2X0BzfR5d

If screens load too long or nothing processes

• Hard refresh the page.
• Open a private or incognito window.
• Clear cache, cookies, and site data for tripcity.com.
• Log out, then log back in.
• Try a second browser.
• Try mobile web and desktop.
• Reduce file sizes before uploading. Photos should be under 10 MB each.
• Avoid multiple tabs.
  
  

Listing a vehicle, common fixes

• Re-enter required fields. Check VIN, plate, and document dates.
• Compress images. Use 6 clear photos. Max 10 MB per photo.
• Reupload the registration and insurance card if they failed.
• Save once. Wait for the success message before leaving the page.
• If a field shows a spinner, wait 60 seconds, then refresh and retry.
  
  

Send an error report to support

• Take a full screenshot of the page and any popups.
• Or screen record the issue from start to finish.
• Include your account email, Trip number, and the exact time of the error.
• Email everything to support@tripcity.com.
  
  

Issues logging in

• Confirm you are using the email and phone on your TripCity account.
• Check your inbox and spam for the verification email and SMS.
• Reset your password. Use the most recent reset link.
• Clear cache and cookies. Try an incognito window.
• Try a second browser and device.
• If you see “awaiting renter,” the system is still reviewing your info. Wait for the approval email.
• Do not create a second account. Duplicate accounts are removed.
• Only you can access your account. We will not speak with someone else on your behalf.
• If still blocked, send a screenshot of the error page and the steps you took to support@tripcity.com.
  
  

SMS Notifications (Driver or Owners)

• Notifications are received only if the message is sent as URGENT within your inbox messaging tool. To avoid any missed messaging, please make sure you are signing into your account frequently. 

Check-In and Car Swap Errors (Owners)

• Do not give out the vehicle until the booking shows as active in your dashboard. If the rental is not active, there is no insurance.  
• If you are doing a car swap, please make sure the vehicle has correctly been switched and it is active in your dashboard.
• Please follow common technical troubleshooting tips (ex: clearing browsing data/cache) and/or minimize your photo sizing in your camera settings.
• Tripcity is unable to back date rental timeframes. The insurance is only valid from when the rental has been checked-in.