Recovery Guidance: Traveler and Planner Uploaded Files

Follow this guidance to request files from your travelers or want to restore Planner uploaded files

On this page you'll find guidance if you:

• Can no longer see uploaded files from your travelers and would like to request them again files
• Want to restore Planner files
• Want to read related support articles

Traveler Tasks that required files to be uploaded

• Passport Standard Task
  Tasks to request customers to upload a document (like a waiver and/or PDF)

Passport Standard Task

• If you used the PASSPORT STANDARD TASK, then the uploaded files from your Travelers are no longer visible/recoverable.
• You'll know you're impacted if clicking on the files shows an error like this

• The good news is: the data from the form is still accessible. So you can still download all of that from your TASKS.
• However, if you have not already downloaded your files from the TASK RESPONSES and still need to get them because the form data is not enough, we recommend
  • Creating a new TASK of type DOCUMENT UPLOAD and titling it “Please upload a new copy of your passport”
  • Make it due in a week (or sooner as needed) and enable reminders - and send them a quick message from MANAGE TASK & CUSTOM FORMS > RESPONSES

Tasks to request customers to upload a document (like a waiver and/or PDF)

• If you use a TASK to request customers upload a signed document (usually a PDF), it is likely those files are no longer visible/recoverable.
• You'll know you're impacted if clicking on the files shows an error like this

• And if you have not already downloaded your files for the upcoming Trip, we recommend
  • Changing to using e-signatures rather than file uploads - easier for your clients and for you. 
    • https://support.youli.io/4410201761551-how-to-allow-travelers-to-sign-a-document-via-automated-tasks
  • If you don’t want to change your process
    • Create a new TASK of type DOCUMENT UPLOAD and title it “Please upload a new copy of your passport”
      • Make it due in a week (or sooner as needed) and enable reminders - and send them a friendly message explaining why this is needed
        
        

Planner uploaded files on Tasks

• How to identify if you have been affected
• How to locate Tasks that were affected
• Planner task recommendations

How to identify if you have been affected

• If you provided files to Travelers via Tasks it is likely those files are no longer visible/recoverable.
• You'll know the file is no longer available if you see this error when clicking on the Trip Page link:

 

How to locate Tasks that were affected

You can find any Tasks that might have Planner uploaded documents by looking for the PAPERCLIP ICON from MANAGE TASKS & CUSTOM FORMS

Recommendations

• Reviewing your active TRIP TASKS for any that show the PAPERCLIP ICON in the MANAGE TASKS view
• Click to EDIT and then remove the old file reference and upload the new one

See this Loom (support video) for more guidance:

NOTE: We understand how time-consuming and unfortunate this may be, but you must do this for all of your Trips that are still active.

For related recovery advice see also

• Images & Files - August 2024
• Trip Page Description Fields

 

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Need more help? 

Reach out to the YouLi support team via a chat box at the bottom of your screen or submit a ticket request. If you need more advanced support, we will be offering extra support during the recovery phase of this incident - please tell us in your request how we can help.