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Frequently Asked Questions

Find answers to the most common questions about using Vaylo. Questions are grouped by topic — use the menu on the right to jump to a section.

⚙️ System Settings​

How do I change the date format?​

Navigate to: System Administration → Administration → Basic Information → Operational Settings

  1. Scroll down to the Default date format field
  2. Select Numeric date (e.g. 15/01/2025) for a European-style format, or Short Date (e.g. 22 Aug) to display the month as text
  3. Click Save

Once saved, the new format applies across the Customer Portal and the booking widget.

⚠️ Note: Email confirmations may not immediately reflect the new date format. If you notice the old format in emails, contact support.

How do I change the language in the Customer Portal?​

Navigate to: System Administration → Administration → Basic Information → Language & Currency

  1. Set the Default Language field to your preferred language (e.g. Norwegian – NO)
  2. Click Save

Customers can also switch language manually using the language selector in the top menu of the Customer Portal.

⚠️ Note: Some text labels in the portal are updated continuously. If you notice incorrect or outdated wording, contact support.

Navigate to: System Administration → Email Recipient

  • Static links (e.g. a link to the Customer Portal) can be set to display in your brand color
  • Dynamic fields (e.g. the customer's email address pulled from the booking) cannot have their color changed — these will remain the default blue

⚠️ Note: If all links must appear in your brand color, consider using a fixed email address (e.g. info@yourcompany.com) instead of a dynamic field.

💳 Payments​

Does the customer receive a payment confirmation email?​

No. Vaylo does not automatically send a payment confirmation email to customers when a payment is received.

As an admin, you can view all payments by:

  • Going to the relevant booking in the Admin Portal
  • Opening the Transaction list

⚠️ Note: If you want customers to receive payment confirmation automatically, contact support to discuss options.

How often is the outstanding payments report sent?​

Vaylo can send automated reports listing all bookings with unpaid or partially paid amounts, including due dates and remaining balances.

📄 Travel Documents & PDFs​

Why does the same text appear twice in the booking PDF?​

This happens when a travel document has been saved as both General Information and Trip-specific Information.

How documents work:

  • General Information – Added automatically to all trips. Do not attach this manually to individual trips.
  • Trip-specific Information – Only shown on trips where it has been explicitly added.

How to fix it:

  1. Navigate to the relevant travel document in the Admin Portal
  2. Check the document type
  3. Change the type from General Information to Trip-specific Information
  4. Save the change

The text will now only appear once in the PDF.

Can the PDF show page numbers, the logo on every page, and a footer on every page?​

These layout features are currently on the product roadmap:

  • Page numbers (e.g. 1/7, 2/7) – not yet available
  • Logo on all pages – not yet available
  • Footer on all pages – currently only appears on the last page

These improvements are planned for a future release.

👥 Passengers & Bookings​

Can customers be redirected to our website after completing a booking?​

Yes. The booking widget can be configured to redirect customers to a custom page on your website (e.g. a "Booking received" page) after a successful booking.

To set this up:

  1. Create the destination page on your website (e.g. /booking-received)
  2. Go to System Administration → Configurations → Widget Configuration
  3. Add the URL in the Booking success redirect URL field

🌐 Customer Portal​

How does a customer reset their password?​

  1. Go to the Customer Portal login page
  2. Click Forgot password
  3. Enter the registered email address
  4. Click Send — a reset link will be sent by email
  5. Follow the link to set a new password

Troubleshooting:

  • Check spam/junk folder if the email doesn't arrive
  • Make sure the correct email address (the one used when booking) is entered
  • Contact support if the problem continues

❓ Still need help?​

Can't find what you're looking for? Contact the Vaylo support team and we'll be happy to help.

Can't find what you're looking for?Email support@vaylo.com →