Click here to access the official Livn FAQ Page. Below are a couple of common questions/issues that customers can experience. |
Q. Why is my product not showing on google? A. There could be a number of different reasons so it's best to contact us at tickets@respax.com so we can check for you. However, below is a list of the most common reasons why. Please check over your products first to identify if any of these reasons apply.
None of the related POIs is eligible for the program: This is a tricky one. At present, there’s is no way for you to identify if any of the POI’s are eligible or not. However, whenever you are adding or editing POI’S for your products, we recommend that you contact us at tickets@respax.com so we can check if the POI is eligible or not and so we can advise on an alternative.
Missing related POI with an admission: Review your Product’s POI’S and when applicable, consider marking a related POI to have an admission. Example below of No admission vs admission.
RELATED_NO_ADMISSION | Walking tour around the Eiffel tower without entry. Helicopter tour around the Burj Khalifa. |
ADMISSION_TICKET | Entry ticket to a Zoo, can include additional addons. |
Price policy not followed: Click here to read.
Price is higher on booking page: At least one price option has a final checkout price higher than what was sent to Google. Please make sure the price on the booking page matches the price in the Livn Portal. Note: If the currency is different on the booking page compared to what is in the Livn Portal please ensure you convert the correct pricing, so they match accurately.
Price unavailable for booking within the next 30 days: At least one price option is unavailable within the next 30 days. Review the Things to Do price policies for guidance regarding price availability.
Missing/Incorrect categories: In the Livn Portal try to add as many relevant google categories to your products as you can. Ensure you select either ‘guide tours’ or ‘self-guided, make sure you choose the right one that is relevant to your tour/activity.’ Do not select both as this is against Google’s policies. This one occurs frequently, it does not prevent the product from being live on google but by ensuring you have the correct google categories will mean greater query matching.
Q. What is the difference between POI Admissions & Experiences vs Operator Booking Module? A. The admissions section is where your products will feature if they provide direct entry to the Point Of Interests (POI’S). The operator booking module provides a way for tour operators to display their products on their own Google Business Profile entry. Alongside the tour operator products, tours provided by this operator through different OTAs are also displayed.
The Admission Section
The Operator Booking Module
Q. Why aren’t all my products showing in the Booking Options section on google. A. The operator booking module can only list up to a maximum of 10 products from the cheapest price at the top. For example, if you have 10 products but only 8 were showing in that feed, 2 of your products are more expensive than the others in the module so therefore they will not show in this list. Google State that “Rankings are based on prices, and if prices are same, multiple factors like data quality (we cannot disclose the exact rules for ranking and they are frequently updated) can be taken into account to rank the products under the Booking Modules”. Example below.
Q. Can I change the currency under my company details in the Livn Portal? A. Yes, but you will not be able to change it yourself as the currency is dependable on the Country you select. Please contact us at tickets@respax.com for this request so we can reach out to our vendor Prioticket to have this arranged for you.
