{"id":2645,"date":"2023-07-31T11:36:40","date_gmt":"2023-07-31T09:36:40","guid":{"rendered":"https:\/\/partner.truestory.com\/join\/?page_id=2645"},"modified":"2026-05-28T12:59:56","modified_gmt":"2026-05-28T10:59:56","slug":"frequently-asked-questions","status":"publish","type":"page","link":"https:\/\/partner.truestory.com\/join\/hhc-en\/frequently-asked-questions\/","title":{"rendered":"Frequently asked questions"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"2645\" class=\"elementor elementor-2645\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-cb8d460 e-flex e-con-boxed e-con e-parent\" data-id=\"cb8d460\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-c0db3e7 elementor-widget elementor-widget-ts-headline\" data-id=\"c0db3e7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"ts-headline.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"ts-headline ts-headline--align-left type-heading1\">Frequently asked questions<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7999795 elementor-widget elementor-widget-ts-article\" data-id=\"7999795\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"ts-article.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"ts-article\"><p>Get an answer the most frequent asked questions to the Truestory Booking and Truestory Payout systems. If you can&#8217;t find an answer to you question below or in the guides. Please reach out to our Service Team on <a href=\"mailto:host@truestory.dk\">host@truestory.dk<\/a> and they will help you.<\/p><\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f472666 elementor-widget elementor-widget-global elementor-global-2647 elementor-widget-ts-modal-link\" data-id=\"f472666\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"ts-modal-link.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"modal-links\"><h3 class=\"type-heading3 mb-6\"><\/h3>    <div class=\"modal-links__item\">\n      <a href=\"javascript:void(0);\" class=\"modal-links__item__link\" title=\"I need help to manage Truestory Booking\" data-src=\"#ts-modal-35906d2\">I need help to manage Truestory Booking<svg class=\"ts-icon arrow-right \"><use xlink:href=\"https:\/\/partner.truestory.com\/wp-content\/plugins\/ts.contentsite.elementor-widgets\/assets\/svg\/ts-icons.svg#arrow-right\"><\/use><\/svg><\/a>\n      <div class=\"ts-modal modal-links__item__modal\" id=\"ts-modal-35906d2\">\n        <div class=\"ts-modal__bg\"><\/div>\n        <div class=\"ts-modal__content ts-modal__content--text\">\n          <div class=\"ts-modal__close\">\n            <svg class=\"ts-icon cross \"><use xlink:href=\"https:\/\/partner.truestory.com\/wp-content\/plugins\/ts.contentsite.elementor-widgets\/assets\/svg\/ts-icons.svg#cross\"><\/use><\/svg>          <\/div>\n          <p>We have collected guides in text and video on how Truestory Booking works, and information about everything you need to know about Truestory Booking. <br \/>Find it here: <a href=\"https:\/\/partner.truestory.com\/join\/hhc-en\/truestory-booking\/\">Truestory Booking<\/a><\/p><p><!-- notionvc: 08daa105-1036-4317-a8bc-d0b17d101fea --><\/p>        <\/div>\n      <\/div>\n    <\/div>\n        <div class=\"modal-links__item\">\n      <a href=\"javascript:void(0);\" class=\"modal-links__item__link\" title=\"I have forgotten my login for the Truestory Booking system?\" data-src=\"#ts-modal-6799134\">I have forgotten my login for the Truestory Booking system?<svg class=\"ts-icon arrow-right \"><use xlink:href=\"https:\/\/partner.truestory.com\/wp-content\/plugins\/ts.contentsite.elementor-widgets\/assets\/svg\/ts-icons.svg#arrow-right\"><\/use><\/svg><\/a>\n      <div class=\"ts-modal modal-links__item__modal\" id=\"ts-modal-6799134\">\n        <div class=\"ts-modal__bg\"><\/div>\n        <div class=\"ts-modal__content ts-modal__content--text\">\n          <div class=\"ts-modal__close\">\n            <svg class=\"ts-icon cross \"><use xlink:href=\"https:\/\/partner.truestory.com\/wp-content\/plugins\/ts.contentsite.elementor-widgets\/assets\/svg\/ts-icons.svg#cross\"><\/use><\/svg>          <\/div>\n          <p>If you have forgotten your login to the booking system, you can reset your password by clicking on the link <a class=\"notion-link-token notion-focusable-token notion-enable-hover\" href=\"https:\/\/partner.truestory.com\/booking\/login\/\" rel=\"noopener noreferrer\" data-token-index=\"1\"><span class=\"link-annotation-7ccef44d-f1ea-4a1c-8a55-af848ea0034c--1558019450\">here<\/span><\/a>. Choose \"forgot password\" and follow the instructions in the email you receive to reset your password.<\/p><p><a href=\"https:\/\/partner.truestory.com\/join\/hhc-en\/truestory-booking\/\">Find more guides to Truestory Booking<\/a><\/p>        <\/div>\n      <\/div>\n    <\/div>\n        <div class=\"modal-links__item\">\n      <a href=\"javascript:void(0);\" class=\"modal-links__item__link\" title=\"I want to change the email connected to Truestory Booking\" data-src=\"#ts-modal-6545ec1\">I want to change the email connected to Truestory Booking<svg class=\"ts-icon arrow-right \"><use xlink:href=\"https:\/\/partner.truestory.com\/wp-content\/plugins\/ts.contentsite.elementor-widgets\/assets\/svg\/ts-icons.svg#arrow-right\"><\/use><\/svg><\/a>\n      <div class=\"ts-modal modal-links__item__modal\" id=\"ts-modal-6545ec1\">\n        <div class=\"ts-modal__bg\"><\/div>\n        <div class=\"ts-modal__content ts-modal__content--text\">\n          <div class=\"ts-modal__close\">\n            <svg class=\"ts-icon cross \"><use xlink:href=\"https:\/\/partner.truestory.com\/wp-content\/plugins\/ts.contentsite.elementor-widgets\/assets\/svg\/ts-icons.svg#cross\"><\/use><\/svg>          <\/div>\n          <p>We got you. Just send us an email at <a class=\"notion-link-token notion-focusable-token notion-enable-hover\" href=\"mailto:host@truestory.com\" rel=\"noopener noreferrer\" data-token-index=\"1\"><span class=\"link-annotation-unknown-block-id-1563163818\">host@truestory.com<\/span><\/a> with info about the old and the new email, and we will update it for you. You will receive an invite on the new email, and you need to follow the instructions in this email to complete your account.<\/p><p><a href=\"https:\/\/partner.truestory.com\/join\/hhc-en\/truestory-booking\/\">Find more guides to Truestory Booking<\/a><\/p><p><!-- notionvc: 70201889-b4bd-40a4-be0b-60a4eb63879a --><\/p>        <\/div>\n      <\/div>\n    <\/div>\n        <div class=\"modal-links__item\">\n      <a href=\"javascript:void(0);\" class=\"modal-links__item__link\" title=\"Can Truestory's booking system be integrated with our own booking system?\" data-src=\"#ts-modal-86c567f\">Can Truestory's booking system be integrated with our own booking system?<svg class=\"ts-icon arrow-right \"><use xlink:href=\"https:\/\/partner.truestory.com\/wp-content\/plugins\/ts.contentsite.elementor-widgets\/assets\/svg\/ts-icons.svg#arrow-right\"><\/use><\/svg><\/a>\n      <div class=\"ts-modal modal-links__item__modal\" id=\"ts-modal-86c567f\">\n        <div class=\"ts-modal__bg\"><\/div>\n        <div class=\"ts-modal__content ts-modal__content--text\">\n          <div class=\"ts-modal__close\">\n            <svg class=\"ts-icon cross \"><use xlink:href=\"https:\/\/partner.truestory.com\/wp-content\/plugins\/ts.contentsite.elementor-widgets\/assets\/svg\/ts-icons.svg#cross\"><\/use><\/svg>          <\/div>\n          <p>Truestory can currently integrate with Understory, EasyTableBooking, BookVisit and Regiondo. We are constantly developing our systems, and therefore, we are also continuously expanding the systems we can integrate with. Please write to us at host@truestory.com if you would like to learn more or if you use one of the two systems mentioned above that we can integrate with.<\/p><p><a href=\"https:\/\/partner.truestory.com\/join\/hhc-en\/truestory-booking\/\">Find more guides to Truestory Booking<\/a><\/p>        <\/div>\n      <\/div>\n    <\/div>\n        <div class=\"modal-links__item\">\n      <a href=\"javascript:void(0);\" class=\"modal-links__item__link\" title=\"I want to set up an integration with a third-party booking system\" data-src=\"#ts-modal-9325170\">I want to set up an integration with a third-party booking system<svg class=\"ts-icon arrow-right \"><use xlink:href=\"https:\/\/partner.truestory.com\/wp-content\/plugins\/ts.contentsite.elementor-widgets\/assets\/svg\/ts-icons.svg#arrow-right\"><\/use><\/svg><\/a>\n      <div class=\"ts-modal modal-links__item__modal\" id=\"ts-modal-9325170\">\n        <div class=\"ts-modal__bg\"><\/div>\n        <div class=\"ts-modal__content ts-modal__content--text\">\n          <div class=\"ts-modal__close\">\n            <svg class=\"ts-icon cross \"><use xlink:href=\"https:\/\/partner.truestory.com\/wp-content\/plugins\/ts.contentsite.elementor-widgets\/assets\/svg\/ts-icons.svg#cross\"><\/use><\/svg>          <\/div>\n          <ul><li><strong>German hosts:<\/strong> We support integrations with select third-party booking systems to make managing your availability seamless. Please contact your Partnership Manager or email <strong><a href=\"mailto:host@truestory.com\">host@truestory.com<\/a><\/strong> with the name of the booking system you use, and we will help you get it connected.<\/li><li><strong>Scandinavian hosts:<\/strong> Unfortunately, we are not able to integrate with new third-party booking systems in Denmark, Norway, or Sweden at this time. If you use our existing supported integrations, please reach out to <strong><a href=\"mailto:host@truestory.com\">host@truestory.com<\/a><\/strong> for assistance.<\/li><\/ul><!-- notionvc: bf35ec0d-b4fa-448f-a2f0-7bcd6baa3410 -->        <\/div>\n      <\/div>\n    <\/div>\n        <div class=\"modal-links__item\">\n      <a href=\"javascript:void(0);\" class=\"modal-links__item__link\" title=\"I have trouble with an existing integration, I need help \" data-src=\"#ts-modal-9015e48\">I have trouble with an existing integration, I need help <svg class=\"ts-icon arrow-right \"><use xlink:href=\"https:\/\/partner.truestory.com\/wp-content\/plugins\/ts.contentsite.elementor-widgets\/assets\/svg\/ts-icons.svg#arrow-right\"><\/use><\/svg><\/a>\n      <div class=\"ts-modal modal-links__item__modal\" id=\"ts-modal-9015e48\">\n        <div class=\"ts-modal__bg\"><\/div>\n        <div class=\"ts-modal__content ts-modal__content--text\">\n          <div class=\"ts-modal__close\">\n            <svg class=\"ts-icon cross \"><use xlink:href=\"https:\/\/partner.truestory.com\/wp-content\/plugins\/ts.contentsite.elementor-widgets\/assets\/svg\/ts-icons.svg#cross\"><\/use><\/svg>          <\/div>\n          <p>Sorry to hear that! Send us an email at host@truestory.com, with information about the problem, and we will look into it and reach out.<\/p><p><a href=\"https:\/\/partner.truestory.com\/join\/hhc-en\/truestory-payout\/\">Find more guides to Truestory Payout<\/a><\/p><p><!-- notionvc: f96b2aa5-212b-42e2-b431-6648b0ea9f5c --><\/p>        <\/div>\n      <\/div>\n    <\/div>\n        <div class=\"modal-links__item\">\n      <a href=\"javascript:void(0);\" class=\"modal-links__item__link\" title=\"I have forgotten my login for the Truestory Payout site\" data-src=\"#ts-modal-e384991\">I have forgotten my login for the Truestory Payout site<svg class=\"ts-icon arrow-right \"><use xlink:href=\"https:\/\/partner.truestory.com\/wp-content\/plugins\/ts.contentsite.elementor-widgets\/assets\/svg\/ts-icons.svg#arrow-right\"><\/use><\/svg><\/a>\n      <div class=\"ts-modal modal-links__item__modal\" id=\"ts-modal-e384991\">\n        <div class=\"ts-modal__bg\"><\/div>\n        <div class=\"ts-modal__content ts-modal__content--text\">\n          <div class=\"ts-modal__close\">\n            <svg class=\"ts-icon cross \"><use xlink:href=\"https:\/\/partner.truestory.com\/wp-content\/plugins\/ts.contentsite.elementor-widgets\/assets\/svg\/ts-icons.svg#cross\"><\/use><\/svg>          <\/div>\n          <p>If you have forgotten your login credentials for the partner site, please write to us at <a class=\"notion-link-token notion-focusable-token notion-enable-hover\" href=\"mailto:host@truestory.com\" rel=\"noopener noreferrer\" data-token-index=\"1\"><span class=\"link-annotation-6bfdabad-315c-4bcc-84d2-143f4b76232a-1563163818\">host@truestory.com<\/span><\/a> and we will resend them to you.<\/p><p><a href=\"https:\/\/partner.truestory.com\/join\/hhc-en\/truestory-payout\/\">Find more guides to Truestory Payout<\/a><\/p>        <\/div>\n      <\/div>\n    <\/div>\n        <div class=\"modal-links__item\">\n      <a href=\"javascript:void(0);\" class=\"modal-links__item__link\" title=\"I have issues with my payout \/ my payout is wrong \" data-src=\"#ts-modal-40ada38\">I have issues with my payout \/ my payout is wrong <svg class=\"ts-icon arrow-right \"><use xlink:href=\"https:\/\/partner.truestory.com\/wp-content\/plugins\/ts.contentsite.elementor-widgets\/assets\/svg\/ts-icons.svg#arrow-right\"><\/use><\/svg><\/a>\n      <div class=\"ts-modal modal-links__item__modal\" id=\"ts-modal-40ada38\">\n        <div class=\"ts-modal__bg\"><\/div>\n        <div class=\"ts-modal__content ts-modal__content--text\">\n          <div class=\"ts-modal__close\">\n            <svg class=\"ts-icon cross \"><use xlink:href=\"https:\/\/partner.truestory.com\/wp-content\/plugins\/ts.contentsite.elementor-widgets\/assets\/svg\/ts-icons.svg#cross\"><\/use><\/svg>          <\/div>\n          <ul><li>First a quick reminder: we pay out redeemed tickets during the month <em>after<\/em> the experience took place.<\/li><li>If your payout is lower than usual, it is most likely because the guest used a ticket or voucher purchased during a previous Host paid discount campaign (for example, a Christmas promotion). Even if that campaign ended months ago, the payout will reflect the discounted price at the time of purchase.<\/li><li>If you've checked your past campaigns and still see an issue, please contact <strong><a href=\"mailto:finance@truestory.com\">finance@truestory.com<\/a><\/strong>.<\/li><\/ul><p><a href=\"https:\/\/partner.truestory.com\/join\/hhc-en\/truestory-payout\/\">Find more guides to Truestory Payout<\/a><\/p><p><!-- notionvc: 21339faf-0987-4cd4-8146-816e76fe1776 --><\/p>        <\/div>\n      <\/div>\n    <\/div>\n        <div class=\"modal-links__item\">\n      <a href=\"javascript:void(0);\" class=\"modal-links__item__link\" title=\"How and when do I receive the payout?\" data-src=\"#ts-modal-3f66922\">How and when do I receive the payout?<svg class=\"ts-icon arrow-right \"><use xlink:href=\"https:\/\/partner.truestory.com\/wp-content\/plugins\/ts.contentsite.elementor-widgets\/assets\/svg\/ts-icons.svg#arrow-right\"><\/use><\/svg><\/a>\n      <div class=\"ts-modal modal-links__item__modal\" id=\"ts-modal-3f66922\">\n        <div class=\"ts-modal__bg\"><\/div>\n        <div class=\"ts-modal__content ts-modal__content--text\">\n          <div class=\"ts-modal__close\">\n            <svg class=\"ts-icon cross \"><use xlink:href=\"https:\/\/partner.truestory.com\/wp-content\/plugins\/ts.contentsite.elementor-widgets\/assets\/svg\/ts-icons.svg#cross\"><\/use><\/svg>          <\/div>\n          <p>The money is transferred to your account once per month, cf. the cooperation agreement. You receive the money for the previous month's redeemed experience tickets.<\/p><ol><li>You can see all redeemed experience tickets under \"Tickets\"<\/li><li>If it says \"Redeemed\" in the column under \"Payout\", it means that the ticket will be included in the next payout.<\/li><li>If it says \u201c#xxx\u201d in the column under \u201cPayout\u201d, it refers to a specific payment voucher with id #xxx\u201d. This means that the money has already been paid out.<\/li><li>Under \"Payouts\" in the menu on the left, you can see all payment slip and associated tickets, and download payment slip.<\/li><\/ol><p><a href=\"https:\/\/partner.truestory.com\/join\/hhc-en\/truestory-payout\/\">Find more guides to Truestory Payout<\/a><\/p>        <\/div>\n      <\/div>\n    <\/div>\n        <div class=\"modal-links__item\">\n      <a href=\"javascript:void(0);\" class=\"modal-links__item__link\" title=\"How can I redeem an expired voucher? \" data-src=\"#ts-modal-34b8ab7\">How can I redeem an expired voucher? <svg class=\"ts-icon arrow-right \"><use xlink:href=\"https:\/\/partner.truestory.com\/wp-content\/plugins\/ts.contentsite.elementor-widgets\/assets\/svg\/ts-icons.svg#arrow-right\"><\/use><\/svg><\/a>\n      <div class=\"ts-modal modal-links__item__modal\" id=\"ts-modal-34b8ab7\">\n        <div class=\"ts-modal__bg\"><\/div>\n        <div class=\"ts-modal__content ts-modal__content--text\">\n          <div class=\"ts-modal__close\">\n            <svg class=\"ts-icon cross \"><use xlink:href=\"https:\/\/partner.truestory.com\/wp-content\/plugins\/ts.contentsite.elementor-widgets\/assets\/svg\/ts-icons.svg#cross\"><\/use><\/svg>          <\/div>\n          <p>Experience vouchers cannot be redeemed once the expiry date has passed. In such instances, you must contact Truestory to request an extension of the voucher's validity period. Once Truestory has updated the voucher, it can be processed in the system using the booking code.<\/p><p>Kindly reach out to us at <strong><a href=\"mailto:host@truestory.com\">host@truestory.com<\/a><\/strong>.<\/p><p><!-- notionvc: 985797fc-df36-470d-b081-24076a2c0c81 --><\/p>        <\/div>\n      <\/div>\n    <\/div>\n        <div class=\"modal-links__item\">\n      <a href=\"javascript:void(0);\" class=\"modal-links__item__link\" title=\"A customer want to make a booking with a Truestory Gift Card - What should I do?\" data-src=\"#ts-modal-ab4689a\">A customer want to make a booking with a Truestory Gift Card - What should I do?<svg class=\"ts-icon arrow-right \"><use xlink:href=\"https:\/\/partner.truestory.com\/wp-content\/plugins\/ts.contentsite.elementor-widgets\/assets\/svg\/ts-icons.svg#arrow-right\"><\/use><\/svg><\/a>\n      <div class=\"ts-modal modal-links__item__modal\" id=\"ts-modal-ab4689a\">\n        <div class=\"ts-modal__bg\"><\/div>\n        <div class=\"ts-modal__content ts-modal__content--text\">\n          <div class=\"ts-modal__close\">\n            <svg class=\"ts-icon cross \"><use xlink:href=\"https:\/\/partner.truestory.com\/wp-content\/plugins\/ts.contentsite.elementor-widgets\/assets\/svg\/ts-icons.svg#cross\"><\/use><\/svg>          <\/div>\n          <p>It is your responsibility to verify that all bookings and booking codes are valid. It is important not to accept a Truestory gift card from the customer as it is not possible to redeem a Truestory gift card on Truestory Payout. A Truestory gift card can only be used as payment on the Truestory platform for purchasing an experience. If you are in dialogue with a customer with a Truestory gift card, please ask them to use it on your experience directly on Truestory as payment. Once they have done that, they will receive an order confirmation with a booking code specific to your experience, which can be redeemed on Truestory Payout.<\/p><p>If you realize that the payment was made using a Truestory gift card after the customer has left, kindly reach out to us at <strong><a href=\"mailto:host@truestory.dk\">host@truestory.dk<\/a><\/strong>.<\/p><p><strong>See the difference between the two codes \/ two types of gift cards:<\/strong><\/p><p>A Truestory gift card has a 10-digit <strong>gift card code<\/strong> with CAPITAL letters and numbers. See an example\u00a0<strong><a href=\"https:\/\/static.truestory.com\/pdf\/b96dc12d-9eb2-40a0-a18a-cdf3b1629be4\/oplevelsesgavekort.pdf\">here<\/a><\/strong>.<\/p><p>An Experience Ticket for your specific experience has a 9-digit <strong>booking code<\/strong> with lowercase letters and numbers. See an example\u00a0<strong><a href=\"https:\/\/static.truestory.com\/pdf\/c441592a-8a18-4fae-bb51-8914d1139146\/oplevelsesbevis.pdf\">here<\/a><\/strong>.<\/p><p>If you realize that the payment was made using a Truestory gift card after the customer has left, kindly reach out to us at <strong><a href=\"mailto:host@truestory.com\">host@truestory.com<\/a><\/strong>.<\/p>        <\/div>\n      <\/div>\n    <\/div>\n        <div class=\"modal-links__item\">\n      <a href=\"javascript:void(0);\" class=\"modal-links__item__link\" title=\"When can I redeem the customer's booking code on the Truestory Payout site?\" data-src=\"#ts-modal-61154bc\">When can I redeem the customer's booking code on the Truestory Payout site?<svg class=\"ts-icon arrow-right \"><use xlink:href=\"https:\/\/partner.truestory.com\/wp-content\/plugins\/ts.contentsite.elementor-widgets\/assets\/svg\/ts-icons.svg#arrow-right\"><\/use><\/svg><\/a>\n      <div class=\"ts-modal modal-links__item__modal\" id=\"ts-modal-61154bc\">\n        <div class=\"ts-modal__bg\"><\/div>\n        <div class=\"ts-modal__content ts-modal__content--text\">\n          <div class=\"ts-modal__close\">\n            <svg class=\"ts-icon cross \"><use xlink:href=\"https:\/\/partner.truestory.com\/wp-content\/plugins\/ts.contentsite.elementor-widgets\/assets\/svg\/ts-icons.svg#cross\"><\/use><\/svg>          <\/div>\n          <p>It is your responsibility to ensure that the customer's ticket is valid. You can log in to the partner site to validate the ticket before the customer's experience (<a href=\"https:\/\/partner.truestory.com\/join\/redeem-booking-code\/\">see the guide on how to do that here<\/a>). However, you must only redeem the ticket when the customer arrives for the experience.<\/p><p><a href=\"https:\/\/partner.truestory.com\/join\/hhc-en\/truestory-payout\/\">Find more guides to Truestory Payout<\/a><\/p>        <\/div>\n      <\/div>\n    <\/div>\n        <div class=\"modal-links__item\">\n      <a href=\"javascript:void(0);\" class=\"modal-links__item__link\" title=\"I have sold the company\/need to change CVR or got new bank account details - how do I update this? \" data-src=\"#ts-modal-1b65cae\">I have sold the company\/need to change CVR or got new bank account details - how do I update this? <svg class=\"ts-icon arrow-right \"><use xlink:href=\"https:\/\/partner.truestory.com\/wp-content\/plugins\/ts.contentsite.elementor-widgets\/assets\/svg\/ts-icons.svg#arrow-right\"><\/use><\/svg><\/a>\n      <div class=\"ts-modal modal-links__item__modal\" id=\"ts-modal-1b65cae\">\n        <div class=\"ts-modal__bg\"><\/div>\n        <div class=\"ts-modal__content ts-modal__content--text\">\n          <div class=\"ts-modal__close\">\n            <svg class=\"ts-icon cross \"><use xlink:href=\"https:\/\/partner.truestory.com\/wp-content\/plugins\/ts.contentsite.elementor-widgets\/assets\/svg\/ts-icons.svg#cross\"><\/use><\/svg>          <\/div>\n          <p>It\u2019s important you let us know as soon as possible, so we can update your account and payments. Send us an email at <a class=\"notion-link-token notion-focusable-token notion-enable-hover\" href=\"mailto:host@truestory.com\" rel=\"noopener noreferrer\" data-token-index=\"1\"><span class=\"link-annotation-unknown-block-id-1563163818\">host@truestory.com<\/span><\/a> with all the information, and we will take care of it.<\/p><p><!-- notionvc: dd37467c-2fa3-42af-aa34-6fef830779a8 --><\/p>        <\/div>\n      <\/div>\n    <\/div>\n        <div class=\"modal-links__item\">\n      <a href=\"javascript:void(0);\" class=\"modal-links__item__link\" title=\"What should I do if the minimum number of participants is not reached for an event in the booking system?\" data-src=\"#ts-modal-79e593f\">What should I do if the minimum number of participants is not reached for an event in the booking system?<svg class=\"ts-icon arrow-right \"><use xlink:href=\"https:\/\/partner.truestory.com\/wp-content\/plugins\/ts.contentsite.elementor-widgets\/assets\/svg\/ts-icons.svg#arrow-right\"><\/use><\/svg><\/a>\n      <div class=\"ts-modal modal-links__item__modal\" id=\"ts-modal-79e593f\">\n        <div class=\"ts-modal__bg\"><\/div>\n        <div class=\"ts-modal__content ts-modal__content--text\">\n          <div class=\"ts-modal__close\">\n            <svg class=\"ts-icon cross \"><use xlink:href=\"https:\/\/partner.truestory.com\/wp-content\/plugins\/ts.contentsite.elementor-widgets\/assets\/svg\/ts-icons.svg#cross\"><\/use><\/svg>          <\/div>\n          <p>We always recommend holding your events, regardless of the number of participants. Reviews of your experience and your reputation as a host require that there have been customers on the experience. If you choose to cancel the event due to too few bookings, you must do so at least 5 days before the event. Once you cancel the experience, the customer has the option to refund their purchase.<\/p><p><a href=\"https:\/\/partner.truestory.com\/join\/hhc-en\/truestory-booking\/\">Find more guides to Truestory Booking<\/a><\/p>        <\/div>\n      <\/div>\n    <\/div>\n        <div class=\"modal-links__item\">\n      <a href=\"javascript:void(0);\" class=\"modal-links__item__link\" title=\" Can I see the number of sold tickets for my experience?\" data-src=\"#ts-modal-f06b7e3\"> Can I see the number of sold tickets for my experience?<svg class=\"ts-icon arrow-right \"><use xlink:href=\"https:\/\/partner.truestory.com\/wp-content\/plugins\/ts.contentsite.elementor-widgets\/assets\/svg\/ts-icons.svg#arrow-right\"><\/use><\/svg><\/a>\n      <div class=\"ts-modal modal-links__item__modal\" id=\"ts-modal-f06b7e3\">\n        <div class=\"ts-modal__bg\"><\/div>\n        <div class=\"ts-modal__content ts-modal__content--text\">\n          <div class=\"ts-modal__close\">\n            <svg class=\"ts-icon cross \"><use xlink:href=\"https:\/\/partner.truestory.com\/wp-content\/plugins\/ts.contentsite.elementor-widgets\/assets\/svg\/ts-icons.svg#cross\"><\/use><\/svg>          <\/div>\n          <p>Our customers have a free right of exchange and return throughout the validity of the experience ticket. This means that a sale to your experience does not necessarily remain a sale to you if the customer chooses to exchange or refund. You can see the number of redeemed tickets on the partner site, which is the number of customers who <span class=\"notion-enable-hover\" data-token-index=\"1\">have<\/span> been on experience with you. If you would like insight into the number of experience tickets sold here and now, you can always write to us.<\/p><p><!-- notionvc: 5626be37-75d2-4c03-b1d4-3488791942a9 --><\/p>        <\/div>\n      <\/div>\n    <\/div>\n        <div class=\"modal-links__item\">\n      <a href=\"javascript:void(0);\" class=\"modal-links__item__link\" title=\"I need to make some changes to my experience (price, images etc), what do i do? \" data-src=\"#ts-modal-79ff382\">I need to make some changes to my experience (price, images etc), what do i do? <svg class=\"ts-icon arrow-right \"><use xlink:href=\"https:\/\/partner.truestory.com\/wp-content\/plugins\/ts.contentsite.elementor-widgets\/assets\/svg\/ts-icons.svg#arrow-right\"><\/use><\/svg><\/a>\n      <div class=\"ts-modal modal-links__item__modal\" id=\"ts-modal-79ff382\">\n        <div class=\"ts-modal__bg\"><\/div>\n        <div class=\"ts-modal__content ts-modal__content--text\">\n          <div class=\"ts-modal__close\">\n            <svg class=\"ts-icon cross \"><use xlink:href=\"https:\/\/partner.truestory.com\/wp-content\/plugins\/ts.contentsite.elementor-widgets\/assets\/svg\/ts-icons.svg#cross\"><\/use><\/svg>          <\/div>\n          <ul><li>We are happy to help you keep your product page fresh and accurate! Please email your requested updates (such as new pricing, high-resolution images, or text descriptions) to <strong><a href=\"mailto:host@truestory.com\">host@truestory.com<\/a><\/strong>.<\/li><li>Our content and supply team will review the details and implement the changes for you as soon as possible to ensure your page remains optimized for conversions.<\/li><\/ul><!-- notionvc: ff79a806-5df7-4c56-aaf1-af4fedf7cad3 -->        <\/div>\n      <\/div>\n    <\/div>\n        <div class=\"modal-links__item\">\n      <a href=\"javascript:void(0);\" class=\"modal-links__item__link\" title=\"I would like more customers from Truestory, what can I do? \" data-src=\"#ts-modal-c11d222\">I would like more customers from Truestory, what can I do? <svg class=\"ts-icon arrow-right \"><use xlink:href=\"https:\/\/partner.truestory.com\/wp-content\/plugins\/ts.contentsite.elementor-widgets\/assets\/svg\/ts-icons.svg#arrow-right\"><\/use><\/svg><\/a>\n      <div class=\"ts-modal modal-links__item__modal\" id=\"ts-modal-c11d222\">\n        <div class=\"ts-modal__bg\"><\/div>\n        <div class=\"ts-modal__content ts-modal__content--text\">\n          <div class=\"ts-modal__close\">\n            <svg class=\"ts-icon cross \"><use xlink:href=\"https:\/\/partner.truestory.com\/wp-content\/plugins\/ts.contentsite.elementor-widgets\/assets\/svg\/ts-icons.svg#cross\"><\/use><\/svg>          <\/div>\n          <ul><li><strong>German hosts:<\/strong> That's great! One way is to make sure your experience and product page is updated with new pictures, videos and price. Reach out to your Partnership Manager to hear about your options.<\/li><li><strong>Scandinavian hosts:<\/strong> Unfortunately, we are not currently investing in local marketing in Denmark, Norway, and Sweden.<\/li><\/ul><p><!-- notionvc: ddc22b3e-95e5-4b28-a734-5b212ca957d0 --><\/p>        <\/div>\n      <\/div>\n    <\/div>\n        <div class=\"modal-links__item\">\n      <a href=\"javascript:void(0);\" class=\"modal-links__item__link\" title=\"Why am I not receiving private event requests?  \" data-src=\"#ts-modal-a58b5db\">Why am I not receiving private event requests?  <svg class=\"ts-icon arrow-right \"><use xlink:href=\"https:\/\/partner.truestory.com\/wp-content\/plugins\/ts.contentsite.elementor-widgets\/assets\/svg\/ts-icons.svg#arrow-right\"><\/use><\/svg><\/a>\n      <div class=\"ts-modal modal-links__item__modal\" id=\"ts-modal-a58b5db\">\n        <div class=\"ts-modal__bg\"><\/div>\n        <div class=\"ts-modal__content ts-modal__content--text\">\n          <div class=\"ts-modal__close\">\n            <svg class=\"ts-icon cross \"><use xlink:href=\"https:\/\/partner.truestory.com\/wp-content\/plugins\/ts.contentsite.elementor-widgets\/assets\/svg\/ts-icons.svg#cross\"><\/use><\/svg>          <\/div>\n          <ul><li><strong>German hosts:<\/strong> If you haven\u2019t heard from us, we haven\u2019t received any. You will receive an email from us if someone has requested a private event. If you are unsure if your experience is available for a private event request, reach out to your Partnership Manager<\/li><li><strong>Scandinavian hosts:<\/strong> Unfortunately, the private event request feature has been turned off in Denmark, Norway, and Sweden. Customers are not able to request a private event or group events in these markets.<\/li><\/ul><p><!-- notionvc: 8c5efb1f-66b6-46f9-ad73-1dde5f672807 --><\/p>        <\/div>\n      <\/div>\n    <\/div>\n        <div class=\"modal-links__item\">\n      <a href=\"javascript:void(0);\" class=\"modal-links__item__link\" title=\"I want to run a discounted campaign to boost my sales campaigns    \" data-src=\"#ts-modal-b9cd76c\">I want to run a discounted campaign to boost my sales campaigns    <svg class=\"ts-icon arrow-right \"><use xlink:href=\"https:\/\/partner.truestory.com\/wp-content\/plugins\/ts.contentsite.elementor-widgets\/assets\/svg\/ts-icons.svg#arrow-right\"><\/use><\/svg><\/a>\n      <div class=\"ts-modal modal-links__item__modal\" id=\"ts-modal-b9cd76c\">\n        <div class=\"ts-modal__bg\"><\/div>\n        <div class=\"ts-modal__content ts-modal__content--text\">\n          <div class=\"ts-modal__close\">\n            <svg class=\"ts-icon cross \"><use xlink:href=\"https:\/\/partner.truestory.com\/wp-content\/plugins\/ts.contentsite.elementor-widgets\/assets\/svg\/ts-icons.svg#cross\"><\/use><\/svg>          <\/div>\n          <ul><li><strong>German hosts:<\/strong> Awesome! You can offer a time limited discount (i.e. 10-14 days) on your experiences to boost conversion. Send your Partnership Manager an email and let them know, and they\u2019ll set it up for you.<\/li><li><strong>Scandinavian hosts:<\/strong> Unfortunately, we no longer run discounted campaigns in Denmark, Norway and Sweden.<\/li><\/ul><p><!-- notionvc: 3a626bfa-f3f4-4c13-945f-c8dec287ce82 --><\/p>        <\/div>\n      <\/div>\n    <\/div>\n        <div class=\"modal-links__item\">\n      <a href=\"javascript:void(0);\" class=\"modal-links__item__link\" title=\"I have a new experience I want to promote, what do I do? \" data-src=\"#ts-modal-5ac4cdf\">I have a new experience I want to promote, what do I do? <svg class=\"ts-icon arrow-right \"><use xlink:href=\"https:\/\/partner.truestory.com\/wp-content\/plugins\/ts.contentsite.elementor-widgets\/assets\/svg\/ts-icons.svg#arrow-right\"><\/use><\/svg><\/a>\n      <div class=\"ts-modal modal-links__item__modal\" id=\"ts-modal-5ac4cdf\">\n        <div class=\"ts-modal__bg\"><\/div>\n        <div class=\"ts-modal__content ts-modal__content--text\">\n          <div class=\"ts-modal__close\">\n            <svg class=\"ts-icon cross \"><use xlink:href=\"https:\/\/partner.truestory.com\/wp-content\/plugins\/ts.contentsite.elementor-widgets\/assets\/svg\/ts-icons.svg#cross\"><\/use><\/svg>          <\/div>\n          <ul><li><strong>German hosts:<\/strong> That's great! You can send in your information using <a href=\"https:\/\/de.truestory.com\/werde-gastgeberin\/\">this link,<\/a> and our supply team will reach out to you.<\/li><li><strong>Scandinavian hosts<\/strong>: Unfortunately, we are not able to onboard new experiences in Norway, Denmark, or Sweden at this point.<\/li><\/ul><p><!-- notionvc: dc662a24-2336-438a-be0c-9ce73c551227 --><\/p><p><!-- notionvc: 801d3f42-0bf2-4b2c-a59d-df6363e03db0 --><\/p>        <\/div>\n      <\/div>\n    <\/div>\n        <div class=\"modal-links__item\">\n      <a href=\"javascript:void(0);\" class=\"modal-links__item__link\" title=\"I want to remove my experience from the platform\/cancel collaboration \" data-src=\"#ts-modal-2c38f55\">I want to remove my experience from the platform\/cancel collaboration <svg class=\"ts-icon arrow-right \"><use xlink:href=\"https:\/\/partner.truestory.com\/wp-content\/plugins\/ts.contentsite.elementor-widgets\/assets\/svg\/ts-icons.svg#arrow-right\"><\/use><\/svg><\/a>\n      <div class=\"ts-modal modal-links__item__modal\" id=\"ts-modal-2c38f55\">\n        <div class=\"ts-modal__bg\"><\/div>\n        <div class=\"ts-modal__content ts-modal__content--text\">\n          <div class=\"ts-modal__close\">\n            <svg class=\"ts-icon cross \"><use xlink:href=\"https:\/\/partner.truestory.com\/wp-content\/plugins\/ts.contentsite.elementor-widgets\/assets\/svg\/ts-icons.svg#cross\"><\/use><\/svg>          <\/div>\n          <ul><li>We are truly sorry to see you go! If you would like to pause or remove an experience, or end our collaboration, please send a brief email to <strong><a href=\"mailto:host@truestory.com\">host@truestory.com<\/a><\/strong>.<\/li><li><em>Note: To ensure a smooth transition for any customers who may have already booked or hold valid vouchers, our team will review your account and handle the final offboarding process for you. You will hear from us.<\/em><\/li><\/ul><!-- notionvc: a2aa465c-2e9e-490e-a264-b5046a7ad38b -->        <\/div>\n      <\/div>\n    <\/div>\n    <\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Frequently asked questions Get an answer the most frequent asked questions to the Truestory Booking and Truestory Payout systems. If you can&#8217;t find an answer to you question below or in the guides. Please reach out to our Service Team on host@truestory.dk and they will help you. I need help to manage Truestory Booking We [&hellip;]<\/p>\n","protected":false},"author":32,"featured_media":0,"parent":2928,"menu_order":3,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-2645","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.1 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>FAQ - Truestory Host Help Center<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/partner.truestory.com\/join\/hhc-en\/frequently-asked-questions\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"FAQ - Truestory Host Help Center\" \/>\n<meta property=\"og:description\" content=\"Frequently asked questions Get an answer the most frequent asked questions to the Truestory Booking and Truestory Payout systems. 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