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FAQ

Running into something unexpected? Chances are someone else did too. Below are the questions we get asked most often. Can't find your answer? Get in touch at info@tourlife.rocks and we'll help you out.

Account & access​

How do I create a TourLife account?​

You can't sign up on your own. TourLife accounts are created by invitation: an admin of a band or project adds you, and you receive an email to activate your account. Want to start using TourLife for your own band or project? Get in touch! See Creating Account for more details.

I never received my invitation email. What now?​

Check your spam folder first. If it isn't there, ask an admin of your band or project to open Admin → Users. Under Members Pending Activation they can copy your invitation link and send it to you directly. See Users pending activation.

I forgot my password.​

Click Forgot password on the login page and enter your email address. You'll receive an email with a link to set a new password.

I'm part of multiple bands or projects. How do I switch between them?​

Use the Current Project selector in the navigation bar at the top of the page. Everything you see, from events to settings and the Admin panel, applies to the band or project you've currently selected.

Events​

Why can't I see a certain event?​

By default, you only see events you are assigned to. There are a few possible reasons an event doesn't show up:

  • You're not assigned to the event. Ask whoever manages the event to add you to its roster, or ask an admin for the Can see events when not assigned permission.
  • You're limited to certain event types. Some projects restrict which event types a user can see. An admin can change this with Edit Event Type Visibility in Admin → Users.
  • You've selected a different project. Check the Current Project selector at the top of the page.
  • The event was deleted.

Why is a tab missing in an event?​

Either the feature is turned off for the whole project in Admin → Features, or the tab is hidden for you in Admin → Visibility. Ask an admin of your project to check both.

Why can't I edit an event, setlist or callsheet?​

Editing requires a permission: Can edit events, Can edit setlists or Can edit callsheets. Ask an admin for the permission you need. See User Permissions.

Why do I only see some of the callsheet, hotel or transport entries?​

Your project has User assignment based rendering enabled. You only see entries you are assigned to, unless you have the permission to edit them.

My changes to a synced event keep disappearing.​

The event is imported from an external platform such as Master Tour, ABOSS or Rentman. Every night, TourLife overwrites the synced details (title, date, status, type and timings) with the data from that platform. Make those changes in the external platform instead. Everything you add in TourLife itself, like the roster, guestlist or hotels, is kept. See How the sync works.

Guestlist​

Why can't I add guests?​

There are a few possible reasons:

  • You don't have the permission. You need Can add guests or Can manage guestlist.
  • The guestlist is locked. Someone who manages the guestlist locked it.
  • The deadline has passed. When a guestlist has a due date, it locks automatically once that date has passed.
  • The guestlist is full. The maximum number of guests for the event, or your personal quota, has been reached.
  • The guestlist isn't enabled for this event, or the Guestlist feature is turned off for the project.

Why can't I see guests added by other people?​

Seeing other people's guests requires the Can see other guests permission. It's enabled by default, but an admin may have turned it off for you.

Calendar Sync​

My calendar doesn't show the latest changes.​

TourLife updates the calendar feed right away, but your calendar app decides how often it checks for changes. Google Calendar, for instance, can take up to a day to refresh a subscribed calendar. Apple Calendar lets you set the refresh interval yourself. See Calendar Sync.

Some events are missing from my calendar.​

Have a look at your Calendar Sync settings. Events can be left out of the feed when:

  • Include only events I am assigned to is enabled.
  • Include cancelled events or Include events I declined is disabled.
  • The event type is unchecked under Event Types to include.
  • You subscribed to the feed of a single project, while the event belongs to a different project. Use the Personal Calendar for all Projects feed to get events from all your projects in one calendar.

Notifications​

I'm not receiving push notifications.​

  • Make sure you've installed the TourLife app and allowed notifications. See Installing TourLife.
  • Check your notification preferences in your personal settings. An admin can also check them in Admin → Notifications. A bell icon next to your name there means TourLife doesn't know any device to send push notifications to.
  • Ask an admin to look you up in the Notification Log to see whether TourLife sent the notification.

I'm not receiving emails from TourLife.​

Check your spam folder and your notification preferences first. An admin can check the Notification Log to see if and when an email was sent to you.

App​

The app shows outdated information or behaves strangely.​

TourLife caches data on your device so it keeps working when you're offline. Every now and then that cache can get stuck. Follow the steps in Clearing Cache to clear it.

Does TourLife work offline?​

Yes, on your phone or tablet. The TourLife app keeps the data you've opened available on your device, so you can still look up your callsheet when there's no signal backstage. Changes you make while offline are sent as soon as you're back online.

In a desktop browser, TourLife keeps loading without a connection, but it needs to be online to show your latest data.