Help topic: Troubleshooting

Most missing emails turn up in a spam folder or are delayed for a few minutes. If you are waiting for a code, an alert confirmation or a password reset, work through these steps in order.

1. Give it a few minutes

Emails are usually sent straight away, but some email providers hold new messages briefly. Wait a few minutes before requesting another, because each new code replaces the last one.

2. Check other folders

• Spam or junk.
• Promotions, updates or other tabs, if your email app sorts mail.
• Any filters or rules you have set up.

Search your mailbox for “Cheaplyfly”. If you find our email in spam, mark it as not spam so future emails arrive in your inbox.

3. Check the address you entered

A small typo, such as a missing letter or the wrong ending, sends the email elsewhere. If you made an alert as a guest, create it again with the correct address. If you signed up with the wrong address, create the account again with the right one.

4. Request a new email

• Account confirmation code: press Didn’t get it? Send a new code on the confirmation screen. You can only ask for a few in a short time.
• Expired confirmation: sign in with your email and password. We send a fresh code automatically.
• Two-step sign-in code: start the sign-in again to get a new code.
• Password reset: request a new link on Reset password. For security, we show the same message whether or not an account exists for the address.
• Guest price alert confirmation: create the alert again on Price alerts.

5. Add us to your contacts

Adding our sending address to your contacts or safe senders list helps your email provider trust our messages.

Price drop emails specifically

If alert emails stop, it usually isn’t a delivery problem. The price may not have dropped enough, or the alert may be paused or finished. Members may also have turned off price-drop emails in Profile. See the troubleshooting article on alerts that don’t send emails.

Work or school email

Company and school email systems sometimes block or delay automated messages. If you can, use a personal address, or ask your IT team to allow our emails.

If this, then that

• If nothing arrives after several tries, contact us with the address you used. We can check whether the email was sent.
• If an old code arrives late, use only the code from the most recent email.
• If you can’t access the email account at all, contact us. We can’t send codes to a different address without checking it is you.

Still stuck? Contact us and tell us which email you are waiting for and roughly when you requested it.

When you press View deal, the partner’s site takes over. Most problems there have simple causes. This guide helps you work out what happened and what to do next.

Nothing opened

• Partner pages usually open in a new tab. Your browser may have blocked it. Look for a blocked pop-up message near the address bar and allow pop-ups for Cheaplyfly.
• Check whether the partner opened in another tab or window you didn’t notice.
• Press the button again.

The partner shows a different search

1. Compare the route, dates, travelers and cabin on the partner’s page with your search.
2. If something is different, correct it in the partner’s search form.
3. If the partner chose a different airport in the same city, check whether that suits you.

The price is different

Our prices come from recent searches; the partner shows the live price. Seats at the lowest fare are limited, and fares change through the day. Check the number of travelers, the currency and any extras added. If the price has gone up, go back and try nearby dates or other flights. The booking help article on price differences explains this in more detail.

“No flights” or “sold out”

• The fare we showed has probably sold out since it was found.
• Go back to Cheaplyfly and try the next result or a nearby date.
• Set a price alert if you want to wait for a similar fare.

An error page or a page that won’t load

1. Reload the partner’s page.
2. Try again in a few minutes. Partner sites can be busy.
3. Turn off ad or tracker blockers for the partner’s site; some block parts of booking pages.
4. Try another browser or device.

A problem during payment

If the payment fails or you are not sure whether it went through, don’t pay again right away. Check your email for a confirmation and your bank for a charge, then contact the partner. Only the partner can see and fix payment issues.

What Cheaplyfly can and can’t do

• We can check that our link sent the right search, and fix problems with our links.
• We can’t see your booking, change the partner’s prices or fix their checkout.

If this, then that

• If the same problem happens on every deal, tell us. A link may need fixing.
• If you booked and something is wrong with the booking, contact the partner using the details in your confirmation.
• If the partner’s page asks you to pay Cheaplyfly, stop. We never take payment for flights.

Still stuck? Contact us with the route, dates and what the partner’s page showed. A screenshot helps.

If a page on Cheaplyfly won’t load, looks wrong or doesn’t respond, the cause is usually in the browser or the connection. Try these steps in order; most problems are fixed by the first three.

Quick fixes

1. Reload the page. A brief connection drop can leave a page half loaded.
2. Check your connection. Open another website. If that fails too, the problem is your connection.
3. Update your browser. Cheaplyfly works in current versions of major browsers. Very old versions may not show everything correctly.
4. Try a private window. If the page works there, an extension or stored data is the cause.
5. Turn off extensions for Cheaplyfly. Ad blockers and script blockers can stop buttons, date pickers and filters from working.
6. Clear the site’s cookies and cache. This fixes most problems caused by stored data. You will need to sign in again and may need to choose your currency again.
7. Try another browser or device. This tells you whether the problem is with one browser.

Specific symptoms

Prices are missing on the calendar

A day without a price means we have no recent price for it. That isn’t an error. You can still choose the day and search.

Search does nothing

Check the messages under the search box. From, To and dates must all be filled in, and From and To must be different.

Filters or sorting don’t respond

These need JavaScript. Check that it is turned on and that no extension blocks it. The results list still shows without JavaScript, but sorting and filtering won’t work.

The page jumps or animates too much

If your device is set to reduce motion, Cheaplyfly uses calmer effects. You can turn this on in your device’s accessibility settings.

The page is too dark or too light

Use the light or dark mode button in the header.

“This form expired”

The page was open for a long time. Reload it and send the form again.

“Something went wrong”

Wait a moment and try again. If it keeps happening, tell us what you were doing.

Accessibility

We aim for the site to work with keyboards, screen readers and zoom. If something blocks you, read our accessibility statement and tell us what happened.

When to contact us

If you have tried the steps above and the problem remains, contact us with:

• The page address.
• Your device, browser and its version.
• What you expected and what happened.
• A screenshot, if you can.

Still stuck? Contact us and choose the topic for reporting a problem with the site. If the contact form won’t load either, email support@cheaplyfly.com.

Sign-in problems are almost always one of a few common causes. Find the message you see below and follow the steps.

“That email and password don’t match”

1. Check the email address for typos.
2. Check caps lock and your keyboard language.
3. Use Show password to see what you typed.
4. If you are still unsure, use Forgot password? to choose a new one.

If you signed up with a different email address, try that one.

“Too many attempts”

After several wrong passwords, sign-in pauses for 15 minutes to protect your account. Wait, then try again, or reset your password now; the reset link works during the pause.

Resetting your password

1. Go to Reset password and enter your email.
2. Open the email and press the button to choose a new password. The link works for 1 hour and only once.
3. Choose a new password of at least 8 characters.
4. Sign in with your new password.

For your privacy, the page shows the same message whether or not an account exists for the address. If no email arrives, check spam, and check that you used the address on your account.

You are asked to confirm your email

Your account hasn’t been confirmed yet. We send a new 6-digit code when you sign in. Enter it on the confirmation screen, or press the button in the email.

You are asked for a sign-in code

Two-step sign-in is on for your account or the site. Enter the 6-digit code from the latest email. Codes expire after about 10 minutes; if yours has, start again from the sign-in page.

“This sign-in expired”

Too much time passed between your password and the code. Start again from the sign-in page.

You sign in but are signed out again

• Your browser may be blocking or deleting cookies. Allow cookies for Cheaplyfly.
• Private windows forget sign-ins when closed.
• If you changed your password on another device, other devices are signed out. Sign in again with the new password.

“Accounts are turned off” or “Sign-ups are closed”

The site has turned off accounts or new sign-ups for now. You can still search, and use guest price alerts if they are available.

If this, then that

• If you no longer have access to your email, contact us. We need to check it is you before changing anything.
• If you think someone else changed your password, reset it, then turn on two-step sign-in and sign out other devices.
• If you see “This form expired”, reload the page and try again.

Still stuck? Contact us, choose the account topic, and write from the email address on your account. Never send us your password.

An alert that stays quiet is often working as intended: the price simply hasn’t dropped enough. But it is worth checking a few things to be sure.

Step 1: Check the alert’s status

Members: open the Price alerts tab in your dashboard. Each alert shows its status, the latest price, the lowest price we have seen and your target, if you set one.

• Watching: the alert is active.
• Paused: no checks or emails. Press Resume.
• Confirm email: the alert was created without signing in and hasn’t been confirmed. Look for the confirmation email.

Guests: make sure you pressed Confirm price alert in the confirmation email. Until then, the alert doesn’t start.

Step 2: Check when emails are sent

We email you when the price drops by a meaningful amount compared with the last check, or reaches your target. Each alert sends at most one email within a set period, usually a day. Small ups and downs don’t trigger emails.

Step 3: Check the target price

If your target is far below recent prices, it may not be reached. Compare it with the lowest price shown on the alert and on the route page. To change the target, remove the alert and create a new one.

Step 4: Check the dates

• Alerts finish automatically once the travel date has passed.
• An alert for one specific day needs a recent price for that day. If the route is quiet, use a whole-month alert instead.

Step 5: Check your email settings

• Members: in Profile, make sure Email me about price drops on my alerts is ticked. Drops also appear under Notifications.
• Check spam and promotions folders, and search for “Price drop”.
• Make sure the alert uses the email address you are checking.

If this, then that

• If the alert has shown “Checking…” for a long time, we may have no recent price for those dates. Try a whole-month alert, or tell us the route so we can look.
• If the latest price is lower than your target but no email came, check spam, then your Notifications tab. An email may already have been sent within the limit period.
• If the alert disappeared, the travel date passed, someone used the Stop link in an email, or the account was deleted.
• If price alerts are missing from the site, the site may have turned them off for now.
• If you created the alert twice, you will see “You already have an alert for this route and date”. Only one is kept.

Still stuck? Contact us, choose the price alerts topic, and tell us the route, dates and the email address the alert uses.

Cheaplyfly guesses your currency and nearest airport from the approximate location of your internet connection. Usually the guess is right, but sometimes it isn’t. Here is why, and how to fix it so it stays fixed.

Why the guess can be wrong

• VPNs and proxies make your connection appear to be in another country.
• Work, school and mobile networks sometimes route traffic through another city or country.
• Traveling: the site suggests the airport where you are now, not where you live.
• Smaller places: if we can’t find a nearby airport, we may use a large city in your country, or the site’s default.
• Unsupported currency: if your currency isn’t offered on the site, we show the site’s default currency.

Fixing the currency

1. Use the currency button in the header.
2. Choose your currency. The page updates.
3. The choice is remembered on this device. If you are signed in, it is also saved to your account.

The currency keeps resetting

• Your browser may be clearing cookies, or you are in a private window. Allow cookies for Cheaplyfly.
• Sign in. Your account’s currency is used on every device.
• If you are signed in, check the currency in Profile. It takes priority.

Fixing the departure airport

• For one search: type a new city or airport in the From field and choose it from the suggestions.
• For deals: use the Departing from picker on the deals page.
• For good: sign in, open Profile in your dashboard and set your home airport. It is then used for search, deals and Explore whenever you are signed in.

Currency on the partner’s site

The partner may show the final price in another currency, often their own or the airline’s. That is set by the partner, not by Cheaplyfly. Check the currency on the payment page, and see our guide on paying for flights in other currencies.

Alerts and currency

Each price alert keeps the currency it was created in. Changing your currency doesn’t convert existing alerts. To get alerts in a new currency, remove the old alert and create a new one.

If this, then that

• If your currency isn’t in the list, the site doesn’t offer it. Choose the one you find easiest to compare.
• If prices look strange after switching, reload the page so every section uses the new currency.
• If the wrong city appears on deals and Explore, set a home airport, which is used instead of your location.

Still stuck? Contact us with the currency or airport you see and the one you expect.