Troubleshooting login issues on TourRadar

Do I already have a TourRadar account?

If you’ve signed up for an account or made a booking with us, you already have an account!

• An account is automatically created using the email you provide when booking.

• A verification email is sent to your email address to complete your account setup.

• If you can’t find the email, or the link has expired, you can reset your password anytime using the "Forgot your password?" option when logging in.

How do I log in or create an account?

For full instructions on logging in (including social login and One-Time Password options), see our guide: How to Log In or Sign Up for an Account

Common login issues

If you see an error message when trying to log in, here’s what it means and how to fix it:

Error: “Incorrect username or password”

• Make sure you’re using the email address linked to your TourRadar account.

• If you don’t remember your password, use the "Forgot your password?" option to reset it.

• If you originally signed up with Google, Apple, or Facebook, you’ll need to log in with that method instead.

Error: “Pre-Authentication failed: Your password must be reset”

• This means your password doesn’t meet our new security requirements.

• Use the "Forgot your password?" option to reset it.

• For full instructions, see: How to Reset Your TourRadar Password.

Didn’t receive the verification email to reset your password?

• Wait for a few minutes and check your spam/junk folder.

• Enter your email address in all lowercase letters and try again.

• If you signed up with Google, Apple, or Facebook, you won’t receive a reset email—log in with that method instead.

Password reset codes

When you reset your password, you’ll first receive a 6-digit verification code by email. You’ll need to enter this code on the TourRadar login screen before you can set a new password (you’ll see a screen asking for your code and new password).

• Codes are valid for 20 minutes.

• If your code has expired, request a new one.

• If you requested multiple reset emails, only the most recent code will work.

Logging in with Google, Apple, or Facebook

If you created your account using one of these options, you’ll need to log in the same way each time.

• Password reset emails are not sent for social login accounts.

• Make sure you’re selecting the same Google/Apple/Facebook account that is linked to the email address in your enquiry or booking/s.

Using a One-Time Password (OTP)

If you’re having difficulties logging in with your password, you can request a One-Time Password (OTP) for quick access.

• You’ll find this option when trying to access your booking page (for example, by clicking “View Booking” in one of your TourRadar emails).

• Choose “Request OTP” and then “Request Code”. A code will be sent to the email address linked to your booking.

• Enter the code to log in — it is valid for 1 hour.

• Once used, the OTP will give you temporary access to your account for up to 4 days.

• If you request multiple codes, only the most recent one will work.

General troubleshooting tips

If you’re still running into problems, try these quick fixes:

• Try using all lowercase letters for your email address

• Refresh the page and try again.

• Clear your browser cookies or try a different browser/device.

• Double-check you’re entering the correct email address (no typos).

• Make sure pop-ups aren’t blocked in your browser.

• Update your app or browser to the latest version.