Frequently asked questions
Concise answers that point back to the full procedure when the detail matters.
Bookings
I submitted a booking. Is my seat confirmed?
Not necessarily. Submission creates the request. Confirmation also depends on completed payment and verified, linked required documents. See what happens after submission.
Why is my booking still pending after payment?
Open the Documents tab. A required document may be missing, awaiting review, rejected, expired or not linked to the traveller. See payment and confirmation.
Why can’t I see a tour someone told me about?
It may be closed, full, past registration or invitation-only. The list only shows tours currently available to your account. See how tour visibility works.
Why must a child have a parent on the booking?
The office needs an actual travelling mother or father identified for travel documentation and safeguarding. Another adult relative does not replace that relationship. See the child and parent procedure.
I added a traveller. Why is the booking not complete?
Adding changes the total and creates document requirements for that person. Complete the new document slots and review the revised balance. See adding after submission.
Documents
I uploaded a document. Why does it say Uploaded or Pending?
The office has not verified it yet. Leave one clear upload in place unless you are asked to correct it. See every document status.
My document is verified. Why does the booking still say documents pending?
The verified version may not be linked to that traveller’s booking requirement, or another required slot may still be incomplete. See document linking.
Why is an unexpired passport invalid for this tour?
A destination can require validity beyond the tour return date. The booking card shows the required-valid-until date. See tour validity.
What happens when I upload a replacement?
The new version awaits review. A previously verified version can stay attached to a trip already prepared against it. See replacing and renewing.
Payments, cancellations and refunds
KNET returned slowly. Should I pay again?
No. First check My Payments and the booking. A pending result can require completion before a receipt appears. See payment status.
Where is my receipt?
Completed payment rows have a receipt link in My Payments and the booking’s Payments tab. Pending rows do not yet have a final receipt. See receipts.
Does a cancellation request cancel immediately?
No. The booking remains unchanged until office review and decision. See the review stage.
My cancellation was accepted. Why is the refund not complete?
An eligible refund is reviewed, approved and processed separately after cancellation. Follow its own status. See refund stages.
Account, groups, notifications and support
Why can’t I see a custom group member’s documents?
The person must confirm membership by entering the shared group code. Until then their bookings and files stay private. See custom groups.
Can I turn off all notifications?
No. In-app notifications stay on, and required messages cannot be disabled. Optional email and WhatsApp preferences are in Profile. See preferences.
What happens after I submit a support request?
It starts Open, moves to In Progress when the conversation or work begins, and later becomes Resolved or Closed. Public replies are visible in the request. See support status.
Why did the password-reset page not confirm whether my account exists?
The neutral result protects members from account discovery. A matching request is sent to the office for review. See account access.
Faiz-e-Hussaini Kuwait — user help. Screens use sanitised demonstration data.