Frequently Asked Questions

How can we help?

Answers to common questions about using Sembark — from sales and reservations to accounting, operations and admin.

All questions

88 articles

  1. Why does login say my account is disabled?

    An account can be disabled by an admin or because the subscription charges are overdue. Contact your manager, account admin, or our support team.

  2. How do I add GST details for a client?

    Add billing and GST details from the Proforma Invoice's Buyer Billing section, from the Trip Source under Organization, or from the B2C edit screen.

  3. How do I add early check-in to a hotel?

    Add Early Check-in as a special inclusion in the hotel details, specifying the hotel, the night, and the price.

  4. How do I add FOC (free of cost) to a quote?

    After creating the quote, add "1 - FOC Complimentary" at the end of the Customer/Agent Remarks field.

  5. How do I add a hotel's full address and website link?

    Add the address and website directly in the CRM per hotel, or bulk upload them using the Google Sheets template and Upload via CSV.

  6. How can I add multiple contact names under the same B2B company?

    After adding the query source, use the Contact Person section to add a second contact name for the same company.

  7. How do I add my payment QR code for clients?

    Upload the QR code to Google Drive and link it in the Terms & Conditions, letterhead, footer, or destination header image, or add it as a transport or activity service.

  8. How do I add visa services?

    Use the visa services template and upload it under Travel Activity Prices. For visa-only operations, create a separate Visa Services destination.

  9. How do I delete a cab type?

    A cab type cannot be deleted, but you can archive it from the Repository under Organization using the Archive option.

  10. Why don't my added bank accounts show in the Credit Account?

    The first bank account uses the Linked Sembark Account option. For each additional account, click Create a New Account so it appears in the log payment list.

  11. Why won't the Booking Confirmation Voucher download?

    A PDF helper app or limited PDF support on your system can block the download. Right-click the PDF name and choose Save link as to save it manually.

  12. Why can't I revert some logged payments?

    The trip is locked. With Admin access, use Unlock Trip from the three-dots menu, then revert the payment.

  13. How can I change the child age limit for a destination?

    Open the Repository under Organization, edit the destination, and change the Maximum Age for Child.

  14. How do I change the currency when I enter a price manually?

    Click the currency control on the right side of the price/checkbox to switch the currency.

  15. How do I change a meal plan description?

    In the Hotels section, open Meal Plan from the three-dots menu, create a New Meal Plan with the new name and description, and save.

  16. How do I change the Section Title and Itinerary Section Title in the Quote PDF?

    Edit the Quote PDF template under Organization > Repository > Email/PDF Templates and update the Section Title and Itinerary Section Title fields.

  17. How do I check all arrivals and departures for today or tomorrow?

    Use the Operations Calendar to download the Movement Chart for a date, or filter the Converted trips by Started Between and End Between dates.

  18. How do I create a combined package for two destinations?

    While adding a query, you can select two destinations together to create a single combined package.

  19. How do I convert amounts from IDR to USD in the rate sheet?

    Divide each IDR amount by your exchange rate in Excel, fill the formula down all rows, then re-upload the sheet.

  20. Why is the customer's credit account missing when I log a payment?

    The account has been disabled. Find it via the Disabled Accounts filter in Accounting and enable it from the three-dots menu.

  21. How do I delete a user?

    Open Organisation > Users, click the three dots next to the user, and choose Delete Account. The account cannot be restored, but past activity is retained.

  22. Do I need to install any new Software

    No, Sembark is browser-based so you only need an internet connection and a browser. You can use PC, Mac or even on your mobile phone to use Sembark.

  23. How do I offer both double and single occupancy rooms for the same hotel?

    After adding the primary hotel, use the Duplicate option to add a second entry, set Pax/Room to 1, and enter the single-occupancy price.

  24. How do I download account statements for Tally or my CA?

    Open the Accounting section, select the account, then download a monthly statement or use All Transactions for a custom date range.

  25. How do I download or export the leads report?

    With Admin access, open the Trips page and use the three-dots menu in the top-right corner to download the trips data.

  26. How do I download the tourists report?

    Open Repository under Organization, click Tourists, and use the three-dots menu to download it as CSV/Excel.

  27. How do I drop a hotel booking?

    Open the trip's Service Booking section, set the hotel status to Dropped, and choose whether to replace it with another hotel.

  28. How do I drop a past trip?

    Edit the quote with a new travel date, drop the hotels, unassign the suppliers, then use Drop Trip from the three dots.

  29. How do I drop or cancel a trip?

    Remove all hotel, transport and activity bookings, then use Drop the Trip from the three-dots menu and enter any cancellation charges.

  30. How do I drop a trip that is in the On Hold stage?

    From the On Hold stage, drop all hotels in Services Bookings, then use the Drop Trip option from the three dots in Basic Details.

  31. How do I drop a trip when supplier payments are already paid and non-refundable?

    Reverse the vendor payments, update the supplier booking, then drop the trip and enter the paid amount as the cancel amount so the payable installment is generated.

  32. How do I edit a hotel voucher after it has been generated?

    Click the two circular arrows shown next to "Voucher Pending" to reopen and edit the generated voucher.

  33. Is there a dark mode?

    Yes. Open the profile icon at the top-right and select Dark Mode under the Appearance settings.

  34. How do we control user login access with two-factor authentication?

    Set up two-factor authentication from My Profile using an authenticator app, so a one-time password is required at each login.

  35. Where do I enter the price for a DMC package with multiple pricing options?

    DMCs usually quote a single total price that covers both the land and hotel portions, so enter that total in the Hotel section.

  36. Why don't the flight details appear in the quote?

    Both the Cost Price and the Given/Selling Price are mandatory for a flight to appear. The flight is hidden if only one is entered.

  37. Why didn't I get an email for a follow-up scheduled 15 minutes from now?

    The software only sends a follow-up email when the follow-up is scheduled at least 30 minutes in advance.

  38. Why doesn't Global Search show the guest's name?

    Global Search matches the exact guest name, so type the guest's full name exactly as it was entered.

  39. How do I handle supplementary costs that are not included in the package?

    Create the package first, then mention the supplement cost separately in the Customer/Agent Remarks field next to the markup and pricing.

  40. The hotel booking price and installments have changed — why?

    When a booked hotel has multiple payment installments, sometimes only the first installment is added and the second is skipped, which changes the total. Re-check and add the missing installment.

  41. Why don't hotel prices appear in the advanced filter when creating a quote?

    Prices are missing for the selected occupancy because the single or triple occupancy rates were not entered in the backend rate sheet.

  42. How to start using Sembark

    Our onboarding process is easy and intuitive. It takes only 7 days to implement in your whole company. Basic documentation process takes 2 days after that We give free training to your staff.

  43. Why does login show an Invalid Credentials error?

    This means the email or password is wrong. Reset your password, verify your email with your admin, and confirm you are using the correct login link.

  44. Why does a new user's registration link open my account instead of the Create Password page?

    An active login session in the same browser hijacks the link. Open it in a private window or have the invited user click it on their own device.

  45. Why isn't the day-wise itinerary showing after I save the quote?

    The transport itinerary won't show if the cab type is not selected in the Type field. Add the cab type and save again.

  46. How do I manage group activity tickets?

    Manage group activities using the activities ticket template/sheet, where ticket details and group pricing are defined.

  47. How do I manage group cost in the activity sheet?

    Mention the group size (for example 5 pax) in the activity sheet so the price is managed on a per-group basis.

  48. How do I manage room inventory in the hotel sheet?

    Add the number of rooms next to the room name in the backend sheet, for example Deluxe Room (40R)(2P), where 40R is the room count and 2P is the occupancy.

  49. How do I manage separate prices for the Sales and Operations teams?

    In the hotel sheet, add (Sales) next to the season name in one column and (Ops) in another to keep separate rates for each team.

  50. How do I manage rates for two transport vendors?

    In the transport sheet, add the vendor name in double brackets next to the cab name, for example Swift [[ABC TRAVEL]]. The vendor stays hidden when sharing.

  51. How do I manage weekday and weekend rates in the hotel template?

    Add the weekday name next to the season in one column and the weekend name in another, so both weekday and weekend prices are available.

  52. How can I remove duplicate hotels?

    Hotels cannot be deleted, but you can merge duplicates using the Merge Hotels option and choose a primary hotel to keep.

  53. Why is no duplicate warning shown when I add an existing contact number?

    The duplicate-number warning only works while a query is in the New Query or In Progress stage; once a query is converted it no longer triggers.

  54. How do I remove duplicate Trip Sources?

    Trip Sources cannot be deleted, but you can merge duplicates from the Repository under Organization and keep one primary Trip Source.

  55. The client's package is 8 nights but I only provide 5 nights of services — how do I manage this?

    Create the quote as usual but add accommodation and transport only for the nights the client books with you, and ignore the warning for the skipped days.

  56. Why is the profit report showing incorrectly?

    The profit report is off when bookings in the Reservation and Operations sections are still pending. A warning about pending bookings is shown above the report.

  57. How can I reactivate a cancelled trip?

    Open the Cancelled section, click the Trip ID, and use the revert option below the warning message to restore the query.

  58. The quote PDF won't download on mobile — what can I do?

    Open the PDF in a browser and download it from there, or tap the pencil icon on the opened PDF to download the file.

  59. Can I receive payments in two different currencies for one package?

    This is not currently supported because a package is treated as a single entity. The requirement has been shared with the Sembark tech team.

  60. How do I reassign leads or trips when a team member leaves?

    Select the trips and use the Bulk Assign option to reassign them to another team member.

  61. How do I record credit card expenses in the software?

    Create a new account in the Accounting section named after the card, including the last 4 digits, to track payments made on that card.

  62. Why isn't the refund installment showing after I dropped a booked hotel?

    If drop charges were already entered when the hotel was dropped, the refund installment option will not appear.

  63. An activity was cancelled — do I need to create a refund installment?

    Update the activity supplier, reassign the provider, and set the activity price to 0. This automatically creates the refund installment.

  64. Can I reorder transport or activities between days without deleting them?

    The quotation section does not support drag and drop, but you can move all services from one day to another by selecting the source day and then the target day.

  65. How do I remove the "including/excluding GST" label from a package?

    Add a new Tax Type with the name N/A under Settings, and the including or excluding GST label will no longer appear.

  66. How do I cancel a hotel refund installment that was already paid?

    A refund installment appears when the package price was lowered after the hotel was booked and paid. Revert the payments, restore the original amount, then re-apply the correct price.

  67. Can I save fixed packages and reuse them for new queries?

    Yes. Create and save fixed packages in advance, then apply them to a new query with the Use This option below Create Quote.

  68. How do I separate domestic and international members so they can't see each other's data?

    Create separate teams — one for Domestic and one for International — so each team only sees its own data.

  69. How do I add separate prices for hotels, land and activities in a Proforma Invoice?

    Create a new invoice in the Accounting section and use + Add Item to enter hotels, transport and activities as separate amounts.

  70. Why aren't services appearing while I create a quote?

    Services that are not uploaded under the destination won't appear. Check the service's Trip Destinations to confirm it is mapped to the right destination.

  71. How do I show the day-wise itinerary first in the quotation output?

    Edit your Email/PDF template and move the Day Wise Itinerary section to the top so the itinerary appears before hotel and transport details.

  72. How can I track how many leads each salesperson brings in?

    Create a dummy user named after the salesperson and select that user when adding the query, so reports attribute leads to them.

  73. How do I track which sales team members have converted trips?

    Use the Sales Report with the Sales Team advanced filter, or filter the Converted stage on the Trip Management page by Sales and Ops owners.

  74. Why doesn't the transport price appear in the quotation?

    This usually happens when the wrong vehicle type or a slightly different service type was selected for the transport service.

  75. Why doesn't a Trip ID appear in Global Search or Trip Management?

    Trips that ended more than a year ago move to the Archived section. Enable Show Archived Trips to find them via global search or the trip filter.

  76. How can I give one client both a 5-night and an 8-night option in a single trip?

    Create one quote, then use Edit Basic Details to change the number of nights and save it as a second quote, so both options are stored on the same trip.

  77. Why am I unable to log in to Sembark?

    Common causes are an incorrect email, using the wrong URL (use app.sembark.com, not demo.sembark.com), or not having completed registration.

  78. Can I undo or reactivate a dropped trip?

    A dropped trip cannot be reverted. Drop is the final stage of a trip and involves Sales, Operations and Accounting.

  79. Why doesn't "Use This" include all my multiple quote options?

    Converting a quote makes the chosen option the default package. To reuse all options, keep a quotation with multiple options in the In Progress stage.

  80. How do I update a user's email address?

    Open the Users section under Organization, click the user, use the pencil icon to edit the email, and save the details.

  81. Why can't a user see a trip's destination?

    The user belongs to a specific team, so they can only view trips for the destination assigned to that team.

  82. Why does a manual voucher lose its formatting when copied into Word?

    Outdated versions of Microsoft Word change the formatting on paste. Use the latest version of Word or WPS Office instead.

  83. Why does a warning appear after I amend a converted quote?

    The quotation and the booking details must match exactly. Book all services as per the quotation and the warning clears.

  84. What type of support is available

    A dedicated support team is available to answer any of your queries. We take support requests on high priority so you don't have to wait anytime. In addition, our highly trained support staff will make periodic site visits, at no cost to you.

  85. What is team strength behind this software

    Sembark is founded by IIT Kanpur and NIT Kurukshetra Alumni in February 2019 to provide State of the Art Tech Solution to Travel Industry. We have developed best in class solutions to grow revenue and profit to new heights for Travel Stakeholders.

  86. Who can use Sembark Software

    We have made a gold standard software for Tour Operators, Destination Management Company and Travel Agencies.

  87. Will my data be safe and backed up in Sembark

    Absolutely. Our database is secure and is backed upon regular basis.

  88. What does the warning icon on In Progress leads mean?

    It flags leads with no activity for the past 3 days. Any follow-up, tag update, or quote change clears the icon.

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