Saturday, May 26, 2018

Help

To explore eContac’s most frequently asked questions, click on a topic below or simply browse the questions and answers provided. If we haven't addressed your question or you would like further information, please visit our contact us page for options on how we can help you.

Registration

I'm a new Agency, how do I start my registration process?
This process is intended for brand new Agencies that have not previously enrolled onto the eContac system. Your first steps will be to fill out your Agency and address information and to include such things as associations with chains or consortiums. We would also like to have the interests of Agencies recorded, to better be able to serve you in the future and target the information we present to you. All of the information entered here will be verified by a Contac employee to ensure that the information entered is accurate.
What if I'm not sure if my Agency has already been set up and I try to set up the same Agency again?
If you try to set up an Agency that is already set up on the system, you will be notified that the Agency already exists. You should either set yourself up as new user for that Agency or please email us at econtacrequests@contacservices.com or call us at 1-800-667-8197 for further assistance.
I know my Agency is already set up on the system and I want to set up a new user account for it. How do I do that?
You can set up your new user registration if your Agency is already registered on the system and you are a new user that should be associated with that Agency. You can also set up your new user registration if you’ve already begun the process of creating a new Agency registration. If this is the case, the creation of a new user for that Agency would be the next step in that process.
How do the formats of the log in accounts work?
The new eContac system is built around individual accounts that are associated with email addresses and user IDs. You are required to have your own individual email account or user ID to access the system. If you try to enter an email address or user ID that has already been set up on the system, you will not be able to proceed. Providing an email address during registration will be mandatory as we will be sending account information there.
What do these symbols mean on forms?: (*)
Any input field marked with an asterisk (*) is a required field and must have the appropriate information entered into it.

Log In

How do I retrieve my password if I've forgotten it?
If you’ve forgotten your password, you can retrieve it on this page by entering the email address that you registered with. Note that if your account cannot be found, or your account is not yet activated, you will not receive an email with password information. You will only receive password information if your account and Agency are already activated.
Will my email address and password from the old eContac site work here?
No. Your old account information will not work to log you in on the new eContac. If you are transferring over from the old site, you are required to confirm your new email address. A password will be generated and emailed to you for first time use. Once logged in, you can go to the User Maintenance page and change your password to one of your preference.
Problems Logging on?
Ensure that you are using a valid email address or user ID as your username. If this is the first time logging in, ensure that you enter the password sent to the email address provided during registration. You must log in with the same email address or user ID and password sent. You are required to register if you have not received an email from our new system, containing your new password.
What does this message mean?: (*) Your Username is invalid
You will receive this message if the username/email address entered cannot be located on the system. Please ensure that you are using a valid username/email address and password.
What does this message mean?: (*) Your password is invalid
You will receive this message if the password entered does not match with the username/email address on file. Please ensure that your “caps lock” key is not on and that you’ve entered the correct password. If you continue seeing this message please click on the “Forgot Password” option to have your password sent to you.
What does this message mean?: (*) Your account is deactivated, please contact the manager for your Agency or contact us for further information
There are two possible causes for this. The Agency that you belong to has not been approved by an eContac administrator. Please allow 24-48 hours for new accounts to be verified and approved. You will receive an email containing your log in credentials once you have been approved. Your account has not been approved yet by either a manager from your Agency or an administrator. You will not be able to log in to the system until your account has been approved. Contact the manager for your Agency to approve your account or email us at econtacrequests@contacservices.com or call us at 1-800-667-8197.
What does this message mean?: (*) The Agency you belong to has been set to Inactive, please contact us for further information
You will receive this message if the username/email address entered cannot be located in our system. Please ensure that you are using a valid username/email address and password. All usernames are either the name chosen during registration or the email address provided during registration.

Search Options

What are all the available search options now?
We have separated our inventory based on the following categories:
  • Destinations
  • Supplier categories
  • Travel Type
To help make searching for products easier, you will now be able to narrow your search for a particular item using these categories.
My search did not bring back any items. Why?
If you did not find any items based on your search criteria, it could either mean we do not have those particular items available or due to a tier in place, you are not able to view certain items.

Placing An Order

How do I start an order?
There are a variety of ways to start an order:
  • Click on the Brochure navigation tab or button on the Home Page. This will bring you to the main Brochure page where you can add the latest brochures and arrivals directly to your shopping cart by choosing a quantity. You can also narrow your search by using the defined categories: Destinations, Travel Type, Suppliers, Posters & Promo Items and New Arrivals.
  • Click on the Earn Commission navigation tab or button on the Home Page. This will take you to a main page, where you can select the following options:
    • Book Activities, Shows & Events. Clicking this button will take you to a page to order event tickets, tours and attractions.
    • Order Lonely Planet Guidebooks. Clicking on this button will take you to a page to search for Lonely Planet Guidebooks.
    • Buy the Latest Travel Gear. Clicking on this button will take you to a page to search for Travel Gear products.
How do I add items to my shopping cart?
To add a product to the shopping cart, simply locate the product on the site, select the quantity you would like to purchase and click on “Add.” Once clicked, you will now see the total number of unique items in your shopping cart shown in the upper right area of the site in a box labeled “Cart.”
How do I see larger views of the products or read more information on them?
Unless otherwise noted, clicking on the image of the product you are viewing will prompt a pop up window to display a larger view of that item. Any other description text will also be displayed under this image. Please ensure that you have your pop-up blocker turned off for our site or you will not be able to view the window. You can also access that window by clicking on the “Read more” link located at the bottom of each product listing.
How do I complete my order once I’m happy with my selection?
There are two ways to complete your order:
  • You can first view the items in your shopping cart by clicking on the “Cart” button located on the upper right area of the site. This will take you to your cart, where you will be able to review all products added. When you are ready to check out, you will be able to click on the “Complete Order” button. This will take you directly to the check out process.
  • You can click on the “Check Out” button located on the upper right area of the site. This will take you directly to the check out process.

Agency Maintenance

What is the Agency Maintenance page?
This page displays the details of your Agency as well as the address of your Agency, information on the chains and/or consortiums that you belong to, IATA information and more.
Who can modify the information on the Agency Maintenance page?
Only managers for an Agency can edit the information on the Agency Maintenance page and most of the modifications require review and approval from a Contac Administrator. Managers will be able to see the status of their pending changes and will be notified once the changes are approved.

User Maintenance

What is the User Maintenance page?
The User Maintenance page allows you to see your personal information that is setup on account with us. You have the option of modifying your password and other information. Note that you are not able to modify your email address.
How can new users be added to an Agency?
If you are the manager for your Agency, you will have the option to add other users to your Agency and set their level as a travel counsellor or a manager. Once you have finished setting up their information and have activated their account, they will receive an email with their password attached.

Order History

What is the Order History page?
The Order History page will keep track of the transactions that you make on eContac as well as the state that order is in. You’ll also be able to see any tracking information that is available for that order once the shipment leaves one of our warehouses.
Why can I see a tracking number on an order but the tracking site says that that number is not available yet?
We assign tracking numbers to our orders automatically in our system and these numbers are not actually activated until they are touched by our carrier. Occasionally, there is a delay when the packages are first scanned by our carriers and even though the package has left our premises, they may not show up on our carriers tracking system for a short period afterwards.
Can I see orders from other users in my Agency?
If you are a manager for your Agency, you will be able to view all of your Agency’s orders placed through the system. If you are a travel counsellor, you will only be able to see your own Order History.
Can I cancel an order?
If you’ve created an order and need to cancel it, you will be able to so through the Order History page. Note that you can only cancel the order if it has not yet been picked for fulfillment. Unfortunately, after the order is picked from our warehouses, cancelling will not be possible.
Why can’t I see my orders from the previous eContac system?
Due to the large amount of order history that would be required to transfer and the number of format changes in our system, only new orders will be available for display.

Commissions

What is the difference between "Total commission" and "Available commission"?
Total commission is the total amount of commissions earned on purchases made through eContac. Available commission is the allowable amount of commissions available for cheque requests. The allowable amount for available commission will display 30 days after the tour/activity date. Once a cheque has been requested for the available commission amount, the amount requested for payment will be deducted from the available commission.

Contact Us

What are the best ways to get in touch with someone for help?
If you require personal assistance, please email us at support@e-contac.com or call our main number at 1-800-667-8197
What are the hours of support?
Our main support group is available between 9:00 a.m. to 5:00 p.m. EST at 1-800-667-8197.