Find a fix when something gets stuck

The map or address suggestions will not load

1. Check that you are online and refresh the page.
2. Confirm JavaScript is enabled. If a content blocker is preventing map resources from loading, allow the mapping service for this site or try another browser.
3. Enter a complete address with the city and state or country. Try a nearby public landmark to distinguish an address issue from a general map issue.
4. If the same error continues, note the message and use Contact.

If the site reports an API authorization, quota, or service error, the operator may need to resolve it. Repeatedly changing your addresses will not fix that kind of error.

No route is found, or there are too many stops

Use between 2 and 20 total addresses in the mapped planner. For a longer trip, split it into multiple routes. Check that both endpoints and all intermediate stops can be reached in the selected travel mode.

Try removing an ambiguous stop or splitting a multi-stop transit journey into individual legs. If the original-order comparison is unavailable, treat the savings comparison as unavailable too.

The standalone day scheduler has a different limit: up to 25 stops, using travel times you enter.

A cost looks wrong

Check miles versus kilometers, US versus UK gallons, MPG versus liters per 100 km, and the fuel price unit. Confirm the currency and whether your distance already includes the return journey.

Extras are added once for the whole trip. Per-person results divide the total by the number of travelers. Currency changes do not exchange the amounts you entered.

Saving fails or a draft is missing

If you see an expired or invalid session message, sign in again and reload the page. Keep a copy of unsaved information before refreshing where possible.

Browser templates and toolkit drafts are separate from account journeys. Check that you are using the same browser profile, that site storage is allowed, and that site data has not been cleared. Use CSV export if browser storage is unavailable.

If your browser does not show a download, open its Downloads list and check whether downloads were blocked.

A shared route or invitation cannot be opened

A private saved journey requires permission and the correct signed-in account. Ask the owner to confirm your collaborator access. Invitations must be accepted using the invited email address and expire after seven days.

A planner share link is different: its itinerary is included in the link. If that link was truncated by a message or app, ask the sender to copy the full link again.

Send a useful support request

Use Contact and include the page you were using, the action you tried, your browser/device, and the exact error message. If useful, include an example using public destinations that reproduces the issue.

Leave out passwords, reset or invitation tokens, private addresses, and customer details.