Solutions for common issues (e.g., booking, cancellations, training)

We strive to ensure a smooth experience for all members, but we understand that questions or issues may arise. Below, we’ve compiled solutions for some of the most common concerns, covering booking, cancellations, training, and more.

Booking Issues

• Problem: Unable to book a boat in the app.
  Solution:

  • Ensure you’ve completed all onboarding steps, including identity verification, the waiver, and the Skipperi exam.
  • Verify that your membership is active and your payment details are up to date in the app.
  • Check if you already have two active reservations. Members can have one pre-reservation (booked in advance) and one last-minute booking (for today or tomorrow).
  • If the issue persists, try logging out and back into the app or contact customer support.
    
    

• Problem: No boats available for my preferred time slot.
  Solution:

  • Try searching for alternative time slots or locations.
  • Set a reminder to book earlier next time, especially during peak seasons.
  • Consider checking for last-minute availability closer to your desired date.

Cancellation Issues

• Problem: Unable to cancel a reservation in the app.
  Solution:

  • Ensure you’re attempting to cancel at least 24 hours before the reservation to avoid late cancellation fees.
  • If you’re within the 12-hour window, contact customer support to explain your situation. They may waive the fee in certain exceptional cases.

• Problem: Accidental cancellation of a reservation.
  Solution:

  • Unfortunately, canceled reservations cannot be reinstated. However, you can try to rebook the same boat or choose another available option.

Training Issues

• Problem: Unable to book a practical training session.
  Solution:

  • Confirm that you’ve completed all onboarding steps and that training sessions are available in your location.
  • If sessions are fully booked, contact customer support for guidance or wait for new slots to open.

• Problem: Missed a scheduled training session.
  Solution:

  • Contact customer support to reschedule. 

Account Issues

• Problem: Payment method declined or unable to update payment details.
  Solution:

  • Double-check that your card details are correct and that the card is active.
  • Update your payment information in the app under your account settings.
  • Contact your bank if the issue persists.

• Problem: Can’t access the app or log in to my account.
  Solution:

  • Ensure you’re using the correct email and password.
  • Reset your password using the “Forgot Password” option.
  • If you still can’t log in, reach out to customer support for assistance.

Technical or App Issues

• Problem: The app isn’t loading or functioning properly.
  Solution:
  • Check your internet connection and ensure you have the latest version of the Skipperi app installed.
  • Restart your device and try again.
  • If the problem persists, contact customer support with details of the issue.

Other Common Concerns

• Problem: I can’t see my fuel usage or invoice.
  Solution:

  • Fuel usage is displayed in the app under your trip history, but invoices are emailed to the address on your account. Ensure your email is correct and check your spam/junk folder.

• Problem: I’m running late for my reservation.
  Solution:

  • Notify Skipperi support as soon as possible to avoid a no-show fee. You can still check in anytime during your reservation window.

• Problem: I need to change my membership plan.
  Solution:

  • Contact customer support to request an upgrade or downgrade. Changes take effect in the next billing cycle. Downgrades are only possible at end of contract term but upgrades are possible at any time. 

Need Additional Help?

If your issue isn’t covered here, Skipperi’s customer support team is ready to assist. Contact us directly by call or email, and we’ll work to resolve your concerns promptly.