Overview
This article is an overview of how Traveler permissions work, and a guide to some of the frequently asked questions we get about traveler access.
1. There are three traveler types in Tern. "Primary Traveler", "Full Access", and "Limited Access"
Primary Traveler: these travelers are the main point of contact for the trip. The can approve and request edits on itineraries, add comments, view documents, and authorize payments. These permissions are identical to "Full Access" permissions.
Full Access: travelers with full access can approve and request edits on itineraries, add comments, view documents, and authorize payments. These permissions are identical to "Primary Traveler" permissions.
Limited Access: travelers with limited access can see trip details, but not take any specific action such as approving an itinerary or authorizing credit card payments.
What do travelers need to authorize a payment?
For a traveler to authorize a payment on a published trip, they need:
A name and email address on their contact record (this is how they log in to view the itinerary).
Full Access or Primary Traveler permissions on the trip. Limited Access travelers cannot authorize payments.
The email on the traveler's contact record must match the email they use to log in. If these do not match, they will not be able to see the trip or authorize payments.
2. All new travelers added to a trip have "Full Access" permissions.
Don't worry - you can always downgrade their access by selecting "Manage Travelers" in the Trip Overview tab
3. Traveler messaging & their sign-up flow
If a traveler isn't logged in and tries to approve an itinerary, request revisions, or take any other action that requires Full Access, we prompt them to log in or create an account.
When they sign up, they just need to enter an email, password...
...and name
4. If the traveler still doesn't have the access they need, we have messaging to help
Frequently Asked Questions
Do you plan to make other updates to the traveler experience? YES - we've started to hear more and more feedback related to how travelers access Tern, and will continue to improve this experience over the next few months.
My traveler can't see the 'Documents' tab - why is that? Either they aren't logged in, or they don't have the right permissions. Make sure that you've given them "Full Access", and that they've logged in or created their account.
How is "Full Access" different from "Primary Traveler"? It's not! We default all new travelers to "Full Access", but the permission set is the same.
Why require a traveler account at all? For now, this is the best way to ensure sensitive information (like confirmation numbers), and restricted actions (like approving itineraries and authorizing payments) are protected. In the future we may build more of a "guest check-out" flow - similar to what you might see in online shopping.
What if the steps don’t resolve the issue? Contact Tern support with the specific details of the issue, such as the client's email and trip association, to get further help.
How can platform-specific login issues be solved? Ensure mobile app users log in through the menu (☰), while web app users should re-check their email and log in again from the top-right corner.
What if a client cannot see their trip despite logging in? Verify that their account permissions are correct, ensuring they have the necessary rights and their account email is linked properly to the trip.
What should I do if the client cannot access the "Documents" section despite being logged in? Ensure that the email on their account matches the email on the trip contact record, and confirm they have "Full Access" permissions.
How do I troubleshoot account creation issues for clients? Check if a client has completed account creation using the email linked to their trip. If not, assist them in signing up or share the itinerary link.
My trip shows a "missing primary contact email" warning — what do I do?
This warning means the primary traveler linked to the trip doesn't have an email address on their contact record. This can happen when a trip was imported and the contact that got linked to the trip belongs to your agency (rather than your own contact list) and doesn't have an email.
To fix it:
1. Open the trip and go to the Trip Overview tab
2. Click Manage Travelers
3. Find the primary traveler and update the contact linked to them — select the version of the contact from your own contacts list that has an email address
The warning will disappear once the correct contact is linked.
No client name" when marking as booked -This message typically appears when your agency has booking requirements enabled (Settings → Financial Settings) and the booking is missing required fields. Check that travelers are added to the specific activity (not just the trip) and that the primary traveler's contact record has a name and email. If all fields look correct, verify the contact linked to the primary traveler is from your own contacts list and has complete information.
How do I plan a surprise trip without the traveler seeing it?
You can use a combination of access controls and email settings to keep trip details hidden from one traveler:
Set the traveler to Limited Access. In the Trip Overview tab, click Manage Travelers and change their access role to Limited Access. They will not be able to approve itineraries, authorize payments, or view documents.
Consider leaving their email off the contact record. If no email is associated with the traveler's contact, Tern will not send them any trip communications.
Deselect them when publishing. When you click Publish, Tern shows a list of traveler recipients. Uncheck the surprise traveler before sending so they do not receive the itinerary email.
Set automation recipients to Full Access Travelers or Primary Traveler. If you have automations on this trip that send emails, choose Full Access Travelers or Primary Traveler as the recipient audience. This excludes limited access travelers from automated emails.
If the traveler has confirmed email match, full access, and completed account setup but still sees 'No trips found,' contact Tern Support with the traveler's email and trip link.