Below is a guide for troubleshooting why you might not be able to find a listing from ATDW in your platform.
Before you dive in, do a quick check:
- Check if the listing is under the "Disabled" listings
- Is the product listing on the ATDW website?
- Does the product listing's ID on the ATDW website match the product listing's ID on your website?
- Is the product listing's category on the ATDW website the same as the one on your website?
- Is the product listing's ATDW category enabled on your website under Categories - ATDW?
- Does the listing have a postcode on the ATDW website?
- Is the product listing's Region enabled on your website under Categories - Regions?
- Does the Region include the town and postcode?
- Click on the particular region and check if the postcode is included
- Is the ATDW Category enabled on your website under the Data Feeds - ATDW - Categories tab?
- Is the ATDW State enabled on your website under the Data Feeds - ATDW - States tab?
If you answered YES to all of the questions and still have an issue, please contact us via your shared Asana board. If you answered NO to one or more questions, please read below for troubleshooting.
1. Has the listing expired in ATDW?
The best way to confirm this is to either search for the listing on the ATDW listing page here:
Or cut and paste the ATDW product ID from Roam, and append it to the end of this URL:
You can get the ATDW Product ID from the "Misc" tab under the Product detail in the Roam dashboard:
So in this example we would add "5f69a988d0fcb7475b21a8bb" to that URL to get:
This queries the ATDW database directly and shows that this listing is valid and unexpired.
If you get an error message saying "Sorry, the listing you requested is unavailable as it may have expired or been disabled." the listing is no longer valid or may have been expired.
2. Is the listing included in your enabled ATDW region?
The ATDW API in Roam allows you to enable regions of ATDW data so that you only get content specific to your area. Much easier to manage this way! This can be done by going to Categories > Product Regions in your Roam dashboard.
If on the odd occasion there is an operator which falls outside of your region, for example a tour based in Melbourne that visits a regional destination then it's best to create a custom product for this operator as they won't be captured under your region.
RELATED: Creating a custom product listing
3. Is your ATDW category enabled?
First, check your product listing's category name on the ATDW website and have a look if this category is enabled in your "ATDW-Categories" on your website. It often happens that the product listing cannot be imported because the category is disabled on your website.
In the Example 1, our "Eat&Drink" category is enabled however, the ATDW tab within our Eat&Drink category shows the ATDW's "Food & Drink" category is disabled (white circles next to the category). This means that any product listings that belong to the Food & Drink category or its subcategories won't be imported.
To enable the ATDW category(Example 2):
- Login to the backend of your website
- Go to "Data Feed" on the left hand side menu
- Select ATDW
- Select categories you'd like to import by clicking on the tick-box
- You can either choose a full category (Food & Drink in our example) which will import all the listings related to this category and its sub-categories
- Or you can choose just one of the sub-categories if you want to limit the import to particular types of product listings (e.g. Produce)
- Go to "Set status" and click on "Enabled". Once the categories are enabled, the product listings will import in 24 hours.
4. Is the listing included in your mapped categories?
Sometimes a listing will not appear because the categories that the operator has selected for it are not mapped to anything in your Roam site. Eg. if an accommodation provider has selected "Farm Stay" as their category, but you have not mapped "Farm Stay" to anything in your Roam instance, the product will not appear.
To resolve - check which ATDW categories the listing has, and ensure they are mapped in your Roam instance. You can do this by going to Categories > clicking on a category and going to the ATDW tab. Make sure the ATDW category is present, or add it by clicking on the "Add a category" button.
5. Does your destination use postcode-restricted ATDW imports?
During onboarding your destination might opt to use the postcode restricted ATDW import option which allows you to import a subsection of an ATDW region applicable to your boundaries rather than the whole region.
If you're looking for a listing which is active in ATDW but not available in Roam then check the new listing's postcode on ATDW and ensure it's part of your product region postcode list.
Depending on your account you might be able to add the postcode in yourself. If not, get in touch with Customer Success. After the new postcode is added this new listing will import in 24 hours.
If for some reason you notice that an ATDW listing is missing a postcode and your ATDW feed is based on your product postcode regions, please contact the operator directly to have them update the postcode in ATDW. The Roam platform will not be able to import the listing while no postcode is provided.
6. Was the listing made active in ATDW in the last 24 hours?
When a new listing is published on the ATDW database it will take 24 hours before Roam imports this new listing into the search index and it becomes available in search. This is due to Roam refreshing the search index once a day. Try checking back tomorrow.