Support · Troubleshooting & FAQ
Quick answers
The questions we hear most, sorted by who is asking.
On this page
Accounts and signing in
I can’t sign in
Select Forgot password on the sign-in page and use the email you signed up with. Check spam for the reset email from he***@***tr.pro. Guides and clients use the same sign-in page.
My set-password link doesn’t work
Links expire after 7 days. Use Forgot password with the same email to get a fresh one.
I have two accounts with different emails
Write to us with both emails and which one to keep. We will merge your trips and saved items.
How do I change my email or delete my account?
Change your email under Account. To delete your account and your data, write to us and we will do it within a few days.
I’m not getting emails from MEETR
Add he***@***tr.pro to your contacts and check your spam and promotions folders. Gmail users: drag one email into Primary once and the rest follow.
For clients
The date I want is greyed out
The guide has blocked that date or is booked elsewhere. Try a nearby date, or send a request with a note asking whether they have any flexibility.
I sent a request and haven’t heard back
Most guides answer within a day, but in peak season some are on the hill all day. If it has been more than two days, send a request to another guide too. You can cancel whichever you don’t need.
My payment didn’t go through
Check the card details and that your bank allows the charge. Some banks block the first charge from a new business; approving it in your bank app usually fixes it. Then select Pay now on the trip again.
What is the 1.5% service fee?
It is how MEETR is paid. Your guide pays us no commission, so their price is their price. The fee is shown before you pay and refunded if your guide cancels.
How do I cancel and will I get my money back?
Open the trip under Trips and select Cancel. Your refund follows your guide’s cancellation policy, which you saw before paying. Refunds go back to your card and usually show in 5 to 10 business days, depending on your bank.
The group on my request is wrong
Your request uses the trip profile you picked. Before sending, you can edit anyone in or out on the form. After sending, reply to your guide’s email with the change.
Can a friend pay their share?
Not yet. For now one person pays and settles up with the group. Split payments are on our list.
For guides: profile
My profile isn’t showing in search
New profiles are reviewed before they go live, usually within two business days. If you are published and still not showing, check your location and discipline are filled in, then search your exact business name.
My photos or video aren’t showing
Photos must be JPG or PNG. Video is a YouTube or Vimeo link and is included with Pro Plus and Pro Platinum. After saving, refresh the page; your browser may be showing an older copy.
My half-day times look wrong
Half-day morning and afternoon split at the midpoint of your business hours. Fix your hours and the half days follow.
I’m not getting request emails
Check the email on your account under Account, add he***@***tr.pro to your contacts, and look in spam. Requests also appear on your guide home, so nothing is lost.
Clients are requesting dates I’m not available
Add those dates to Closed dates in Offerings. If Google Calendar is connected, make sure the right calendar is selected and the time is marked Busy, not Free.
I work for a resort or ski school. Can I list on MEETR?
Yes, for your private and independent work. Check your employment agreement about teaching outside your employer.
Can I list more than one discipline or location?
Yes. One profile covers several disciplines. If you work in two regions, add both to your profile; email us if you need two separate listings.
For guides: payments
My Payments page says Restricted or More information needed
Stripe needs one more detail, usually an ID photo or a full SSN. Select Continue setup and finish on Stripe. Payouts resume on their own.
When do I get paid?
Stripe pays out to your bank on its standard schedule. The first payout usually takes about a week; after that, a few business days after each payment. See Payouts in your Stripe dashboard.
A client paid but I don’t see it
Look on the booking card (it should say Paid) and in your Stripe dashboard under Payments. If the client says they paid and neither shows it, write to us with the booking date and client name.
How do I refund a client?
Cancel the booking from your dashboard and the refund follows your policy. For a partial refund, issue it from your Stripe dashboard on the payment.
Why did I receive less than my price?
Stripe’s card processing fee (about 2.9% + 30¢) comes out of each payment. MEETR takes nothing from your side; the 1.5% service fee is paid by the client on top.
Can I take a deposit instead of full payment?
Not yet. Clients pay the full amount when you confirm. Deposits are on our list.
Plans and billing
How do I upgrade?
Open Plan and billing from your dashboard and choose a plan. New features switch on as soon as payment goes through.
How do I stop my plan renewing?
Open Plan and billing and select Turn off auto-renewal. You keep your features until the end of the year you paid for, then move to Free. Your profile stays up.
Is Free really free?
Yes, with no time limit. Free profiles may show Google ads; paid plans don’t.
Can I get a refund on my plan?
Plans are annual and not refunded part-way through. If something went wrong, write to us and we will make it right.
About MEETR
Does MEETR take a commission?
No. Guides keep their full rate. MEETR earns from annual plans and a 1.5% service fee paid by clients on bookings.
Who can be featured in The Dispatch or Field Notes?
Pro Plus and Pro Platinum guides are eligible. We pick stories that are useful to our readers; tell us yours through the contact page.
Is MEETR only for skiing?
Skiing and snowboarding are where we started, and we list climbing, mountaineering, fly fishing, whitewater, hiking and more.