A guide to the most common checkout errors you may encounter before completing a booking on Pelago. Including:
Price updates
Availability issues
Payment failures
Server errors
If you're seeing an error that's preventing you from completing your booking, you're in the right place. Below are the most common checkout errors and what you can do to resolve them.
⏱ If we need to investigate
Please allow 1 - 2 working days for our team to review your issue.
If your activity is within the next 3 days and you need immediate confirmation, you may wish to consider another available booking option.
"Selected unit prices have been updated" or "Please review new prices before checking out"
Prices may change due to demand, availability, your selected date, or when our system receives updated pricing while you are browsing.
What you can do:
Return to the activity page
Select "Book now" again to refresh the latest price
Continue to checkout using the updated price shown
If the same error keeps appearing even after accepting the updated price, it may be a temporary technical issue. Let us know which product, option and date that you're looking to book and we'll investigate further.
"Activity not available" or "Option no longer available"
This message may appear if the availability has changed or if there is a temporary issue retrieving the latest availability.
Please try again after 6 to 12 hours. If the activity is still unavailable, contact us and we can check further.
504 errors, timeouts, or "Please try again later"
This usually means the page could not load or complete your request at that moment. It can happen when many customers are trying to book at the same time.
Try the following:
Wait 30-60 minutes and try again
Clear your browser cache and cookies
Try a different browser or device
If you are booking during a flash sale or promotion, please note that the promotional deals may sell out quickly.
"Something went wrong. We're sorry you're seeing this error. Please try again later or contact support for further assistance"
This is a general error that can appear when there's a temporary issue with our system.
Try the following:
Refresh the page and try again
Clear your browser cache and cookies
Try a different browser or device
Wait a few minutes and attempt your booking again
If the error persists, please reach out to us with the product name, the option you selected, and a screenshot of the error if possible.
"Your booking could not be processed as it may not have complied with our Terms of Use" or "did not meet the promo code's terms & conditions"
You may see this message when your booking could not be completed because it did not meet certain booking, payment, or promo code requirements.
This can happen for several reasons, including:
The payment method used may not be eligible for the promo code. Some promo codes are only valid with specific payment methods, such as Mastercard or Visa.
Your booking may not meet the activity’s eligibility requirements. For example, the activity or booking may not qualify for the promo code.
The booking may not have passed our security checks. Our system carries out security checks to help protect customers and prevent unauthorised transactions.
What you can try
Check whether the promo code applies to your activity and/or payment method
If possible, remove the promo code and try again.
If the booking still fails, try another payment method.
If it continues, contact us.
What if I was charged?
If you see a charge on your bank or card statement after a failed booking, it is usually an authorisation hold, rather than a completed charge. The hold will be released automatically by your bank or card provider.
If the amount has not been released after 10 business days, please contact us.
Booking rejected with no specific error message (repeated failures)
If your booking repeatedly fails without explaining why, there may be an issue with the activity, payment method, or one of our automated checks.
What you can do:
Try a different payment method or a card from a different bank
Try a different date or timeslot for the same activity
Try a different activity to check if the issue is activity-specific
If the problem continues across multiple attempts, contact us with your booking reference(s) so we can investigate
Still need help?
If the steps above didn't resolve your issue, please contact us with:
The product name or URL
The specific option or package you selected
Date and quantity you are looking to purchase
The error message (including screenshots of the error)