Tourism Tribe's Help Centre
Hi, 👋 I am Molly
I am Tourism Tribe's Program Coordinator and Customer Service Advocate.
We have created these FAQs to help you make the most of your Tourism Tribe experience.
Be sure to check them out by clicking the link in the Table of Contents or heading straight to the question. You will find screenshots and videos to help you.
If anything is still unclear, feel free to reach out on Live Chat.
Table of Contents
General FAQs
How does Tourism Tribe work?
Tourism Tribe's mission is to support small and medium-sized Tourism businesses by giving them access to digital tools and knowledge to increase productivity, profitability and time savings in their business. We want to point you in the right direction, motivate you and inspire you to make positive changes. We offer this through our Tourism Tribe memberships, online training courses, digital health checks, online coaching, support forum and more.
What are the benefits of a Tourism Tribe Membership?
There are so many reasons to love being a member of Tourism Tribe!
- We are here when you need us, with options to access Digital help and advice 24/7
- Membership inclusions offer incredible value for money consisting of a digital Mini-Course Library, live training discounts and industry discounts. You can even upgrade to receive access to our Premium support options.
- No matter the size of your team or where you are located, you never have to feel alone in your digital journey as we offer our support remotely
- Our Tourism Tribe support team are skilled and experienced and have already helped the thousands who have entrusted us with their digital needs - saving them time, money and sanity!
- You have the support, knowledge and camaraderie of hundreds of fellow Tourism Tribe members
- Can we welcome YOU to the Tribe? Yes? Click - HERE!
Where can I find out more about Tourism Tribe's Online Courses?
We have courses to suit all abilities, schedules and budgets. Follow these links to find out more about our current courses:
Are there any entry requirements for the Online Training Courses?
No, and all of our courses are delivered in plain English, not technical jargon!
That said, you will need to have basic digital literacy skills to be able to work through the course materials (i.e. you should be comfortable using a computer and navigating the internet).
I need to learn the basics of using my computer and navigating the internet, can you help me with that?
Yes, to some extent we can. However, all of our courses and training content are designed for people with at least a competent level of digital literacy in an business environment. This means you must know your way around: a computer, a printer, basic software, a browser, a digital calendar, adding / removing items to your cart. You must also understand how to use email, online video conferencing tools such as Zoom, Google Meet etc.
If you feel that you will need a lot of assistance in learning to use your computer, navigating the internet and apps on your mobile phone, you might like to look for some other resources that can assist you with building your confidence.
We recommend the learning service Be Connected. This is an Australian Government initiative aimed at increasing the confidence, skills and online safety of Australians in using digital technology. The Be Connected topic library has lots of resources on a range of topics including the absolute basics, cyber safety, how to use specific devices (e.g. apple iPad, Windows desktop, etc).
Does Tourism Tribe offer One-on-One coaching or consultations?
We sure do. We offer fully interactive "Private Consultations" which our skilled Digital Strategists will completely customise to you and your business. They will help you conquer your digital demons and leave you with actionable plan to continue on with.
Help! I'm a one-person show with no web developer or "tech person" on staff and I have digital problem I can't solve alone!
We've got you. We offer 'Fix-it-for-me' sessions conducted by a member of our skilled Tech Team who will help you fix any digital tech issue. They'll even check your SEO, analytics and more while they're at it.
To BOOK simply head to our One-on-One booking page - HERE
Can Tourism Tribe assess MY business and give me recommendations to improve it?
Yes! We call this a Digital Engagement Health Check ™. Our skilled Digital Strategists will manually conduct a comprehensive assessment of your business's 'digital footprint', looking at your website, Facebook, Instagram, Google My Business and more. You will receive a detailed report outlining your opportunities and immediate actions to take to improve your online presence.
I need help with my Digital Marketing Strategy!
Our team has significant experience in creating marketing strategies for Tourism businesses, Regional Councils and Destination Marketing Organisations. We have the skills, knowledge and expertise to identify the opportunities in your marketing assets and develop an actionable digital strategy to meet your goals. We recommend you book a one on one consultation to get started.
Does Tourism Tribe offer Group Workshops?
Absolutely. We pride ourselves on being experts in digital capability development and offer tailored workshops and business mentoring to suit the specific objectives and unique characteristics of your group. This service offers a cohesive and cost effective way to upskill a group of operators at the same time and bring them to the same level. We have run hundreds of workshops and dozens of state wide programs in Australia and Overseas, helping to grow the success of these destinations.
You can find more information about this service click here.
Do Tourism Tribe offer nationally-recognised Australian qualifications in Digital Marketing?
We have partnered with Monarch Institute to offer two nationally-recognised qualifications in Digital Marketing:
- Diploma of Social Media Marketing
- Certified Digital Marketing Professional Course (CDMP).
**We are pleased to offer Tourism Tribe members a 5% discount.
To find out more click - HERE
Can I get your advice for free?
If you're not at a stage where you're ready to purchase our service that's totally fine and we can still support you through our private Facebook Support Group. The group is free to join for any small business owner and is managed and monitored by Navii coaches. Whether you're seeking general business advice or stuck on a specific tech issue, ask the group and receive advice from our coaches as well as other business owners.
If you're seeking funding to support your business's digital development we recommend checking out our short online course Successful Grants Funding where we provide advice on how to find and apply for government grants PLUS a list of currently available grants. If you're considering applying for a grant that you can use you would like to put towards training and education with us, reach out to our customer service team to find out how we can help your application.
Email issues
I am not getting your emails
Prior to going into the causes of why you may not be getting our emails, it is important for you to know that emails are just there to provide you with further information which is available on your program page.
The only email you need from us is the first one, which tells you how to create your account.
Our emails are either sent from help@tourismtribe.com or programs@tourismtribe.com.
Likely causes of you not getting our emails
- Check your promotions/spam folders as they may have gotten filtered there by your email provider. Search your inbox/promotions/spam folders for emails from Tourism Tribe or programs@tourismtribe.com. Add program@tourismtribe.com and help@tourismtribe.com to your address book/contact list to ensure future emails from us get to your inbox.
- Double-check what email you used to join the program. It may have been misspelled or you might be looking in the wrong inbox if you have several email addresses.
- If you have previously or even recently unsubscribed from Tourism Tribe, you will not be receiving any emails from us. If this is the case you will need to lodge a "change of enrolment" form. Please be aware that these changes attract a fee. However, you can always log into TourismTribe even if you have marked us as spam. Your login will work as well as any password reset email.
- You may have a problem with our emails being blocked by your email provider or by a firewall. Unfortunately, there is nothing we can do about this and you will need to talk to your IT support.
I'm not getting Zoom emails
The important thing to understand is that even if you're not getting Zoom emails, you can go to your program page and click the link to register for the upcoming webinars. Whilst we have already invited you, this is a quick way for you to make sure you can participate as once you have registered the thank-you page will give you the direct zoom link (that also is sent via email).
All Zoom invites and reminders will come from no-reply@zoom.us. Make sure you add this to your safe senders.
If you are not receiving Zoom emails, but are receiving our emails, there are two common problems:
- Zoom emails maybe be getting filtered to your spam/junk/promotions folder.
- Your organisation may be blocking emails from Zoom
Please read this article by Zoom for how to solve the problem (and make sure to read right to the bottom, because the simplest possible solution is right at the end). Unfortunately, we cannot solve this issue on our end as it is a problem between your email server and Zoom.
Please note we are not able to resend zoom links so please use the zoom webinar registration button as explained in the first paragraph.
Digital Engagement Health Check™
What elements of your online presence are assessed in the Digital Engagement Health Check™?
The Digital Engagement Health Check™. has been designed to help Tourism Businesses improve their online presence across their website, Google My Business, TripAdvisor, Facebook, and Instagram accounts.
How much detail does the Digital Engagement Health Check™ measure?
Tourism Tribe will conduct a ‘secret-shopper’-style assessment of your digital footprint and provide you with a 57-point report in plain English (no tech jargon here) that will show you step by step why each point you failed needs to be fixed, and how to fix it.
Can I add extra assets or amend the assets I have provided?
Once our assessor commences your Digital Engagement Health Check™ (DEHC) the process cannot be amended. Your business may benefit from purchasing a secondary DEHC so you can compare the changes your business has made. Only one of each type of asset (e.g. Instagram) can be assessed per assessment. This means that if you have multiple accounts on any of the assessed platforms you will need to nominate only one to be reviewed.
How long is the report and is it cookie cutter to similar businesses like mine?
Unlike many other health checks you may find online, ours is manually completed by our expert assessors who have received extensive training and have industry experience. The DEHC is an assessment of your digital footprint and provides you with a 57-point report in plain English (no tech jargon here) that will show you step by step why each point you failed needs to be fixed, and how to fix it.
How do I know if the DEHC has worked for my business?
Once your business addresses the changes outlined in the Digital Engagement Health Check™, we recommend a secondary Health Check combined with one-on-one coaching to measure your progress. Our digital strategists will complete a secondary full Digital Engagement Health Check™ of your online assets, followed by a private 60 minute 1:1 coaching session (or three if you’re keen). These sessions are tailored to achieve YOUR objectives and fix YOUR issues based on your digital health check results. No cookie-cutter approach here!
Logging in
How do I log into Tourism Tribe?
To log into your account, click on the "Log in" button at the top right of the Tourism Tribe website or click HERE. Then enter your email address and password.
I've forgotten my password
To reset your password go to the Log in page and click on "Click here to reset password". Please note you will need the original email address that your Tourism Tribe account was set up with. We will email the details to reset your password to this email address.
How do I change my password?
Once you're logged into the Tourism Tribe website, go to the "Dashboard" tab in the main website menu and select "My Account". Scroll down to find the menu on the left and select "Account", then select "Edit Account". Simply follow the prompts shown to change your password. Please note you will need to know your current password to do this.
What is The Magic Story Builder?
Use our Magic Story Builder to capture the essence behind your tourism business and shine the spotlight on your business, for free!
Follow the steps to access to start creating:
1) Fill out the online form to capture their story.
2) The Story Becomes Live.
3) A media release in your inbox: you can create your story video to make an impact.
4) Upon request: A video about your story will be created by our team and appended to your story page on TourismTribe.com .
How can I access my draft?
Towards the end of the form you need to press ‘Save & Continue later’ . Then use the following link provided to return and complete the form from any computer. Note: This link will expire after 30 days. Enter your email address to if you would like to receive the link via email.
I am not seeing my dashboard and/or Program components? What do I do?
If you are having trouble viewing particular components in your Dashboard, My Account and/or Program Page area, it is advised to login and out of your account and clear your cache as well.
Program FAQs
Email issues
I am not getting your emails
Prior to going into the causes of why you may not be getting our emails, it is important for you to know that emails are just there to provide you with further information which is available on your program page.
The only email you need from us is the first one, which tells you how to create your account.
Our emails are either sent from help@tourismtribe.com or programs@tourismtribe.com.
Likely causes of you not getting our emails
- Check your promotions/spam folders as they may have gotten filtered there by your email provider. Search your inbox/promotions/spam folders for emails from Tourism Tribe or programs@tourismtribe.com. Add program@tourismtribe.com and help@tourismtribe.com to your address book/contact list to ensure future emails from us get to your inbox.
- Double-check what email you used to join the program. It may have been misspelled or you might be looking in the wrong inbox if you have several email addresses.
- If you have previously or even recently unsubscribed from Tourism Tribe, you will not be receiving any emails from us. If this is the case you will need to lodge a "change of enrolment" form. Please be aware that these changes attract a fee. However, you can always log into TourismTribe even if you have marked us as spam. Your login will work as well as any password reset email.
- You may have a problem with our emails being blocked by your email provider or by a firewall. Unfortunately, there is nothing we can do about this and you will need to talk to your IT support.
I'm not getting Zoom emails
The important thing to understand is that even if you're not getting Zoom emails, you can go to your program page and click the link to register for the upcoming webinars. Whilst we have already invited you, this is a quick way for you to make sure you can participate as once you have registered the thank-you page will give you the direct zoom link (that also is sent via email).
All Zoom invites and reminders will come from no-reply@zoom.us. Make sure you add this to your safe senders.
If you are not receiving Zoom emails, but are receiving our emails, there are two common problems:
- Zoom emails maybe be getting filtered to your spam/junk/promotions folder.
- Your organisation may be blocking emails from Zoom
Please read this article by Zoom for how to solve the problem (and make sure to read right to the bottom, because the simplest possible solution is right at the end). Unfortunately, we cannot solve this issue on our end as it is a problem between your email server and Zoom.
Please note we are not able to resend zoom links so please use the zoom webinar registration button as explained in the first paragraph.
Participant questions
Where do I find information about my program?
Your program page is the best place to find information about your program. All programs pages that you have access to will be listed and linked on your dashboard.
Your program page will include (if applicable):
- an overview of what is included
- key dates
- links to book coaching sessions
- the status of your Digital Health Check and a link to your Digital Health Check once completed
- any forms that you need to fill out
**Please note, participant specific information will only be visible on your program page when you are logged in.
Important program information, dates and links are also generally emailed to your from programs@tourismtribe.com - so check your inbox for emails from Tourism Tribe. And even better, add program@tourismtribe.com to your address book/contact list to ensure emails from us get to your inbox.
How to I join a live webinar?
Webinars are run through Zoom. Links to join are emailed through Zoom (no-reply@zoom.us).
You will receive an initial invitation, as well as a reminder, 1 day and 1 hour before the webinar is due to commence. Each of these emails will include your link to join.
If you cannot find your zoom link go to your program page and click the button to re-register.
I'm not receiving Zoom emails (invitations and reminders for online workshops/meetings)
All Zoom invites and reminders will come from no-reply@zoom.us.
If you are not receiving Zoom emails, but are receiving our emails, there are two common problems:
- Zoom emails maybe be getting filtered to your spam/junk folder.
- Your organisation may be blocking emails from Zoom
Please read this article by Zoom for how to solve the problem (and make sure to read right to the bottom, because the simplest possible solution is right at the end). Unfortunately, we cannot solve this issue on our end as it is a problem between your email server and Zoom.
Links to join are unique so please don't share your link.
When will I find out if I've gotten into a program
The best place to find an answer to this question is through your program coordinator. They will generally email the successful applicants. We then follow this up with an email including program information and instructions.
How can I change my details once enrolled?
Once you have confirmed your participation and validated your details using the "Welcome to the program" email (the first email you would have received from Tourism Tribe), you are considered enrolled.
On your My account area, you will be able to change/update at any time, at no cost:
- First name
- Last name
- Business name
- Digital Engagement Health Check ™ urls
Note that if your program components have already been initiated, these details will only be taken into consideration at the next initiation of your program components. This means that if your Digital Engagement Health Check ™ has already been queued to start, these details will not be updated until another Digital Engagement Health Check ™ gets initiated.
Changes that need to be requested in writing
Any changes not listed above are considered a 'change of enrolment'. To do so, you need to fill out our change of enrolment request accessible from the button on your program page.
Your request will be sent to the client and program coordinator. Please be aware that changes of enrolment that cannot be automated incur a fee. The client will contact you if this is the case to get your approval if this is the case.
Example of change of enrolment that may incur a fee:
Examples of “change of enrolment” include (but are not limited to)
- Change of email address and/or contact details of the participant
- Change of program participant (e.g. staff member has left the business)
- Re-subscribing a participant that unsubscribed or marked our emails as spam.
- Change of asset urls for the Digital Engagement Health Check ™ once it has been initiated (which happens immediately when the participant is onboarded.
Note: If the participant wants to update their asset URLs for us to consider in their subsequent Digital Engagement Health Check, they can do so by themselves from their Account detail area of their ‘My Account’ area. Note that these details will only be taken into consideration for their subsequent Digital Engagement Health Check ™ if it has not yet been initiated. Doing so after it has been initiated will be considered a change of enrolment. - Requesting the DHEC ™ to be completed at a different time
- Requesting the coaching to be brought forward or completed post-coaching timeframes.
Where do I find my courses?
All courses that you have access to can be found on your dashboard. You can quickly navigate to your dashboard from your program page from the button under quick access beside your action items.
How do I book a coaching session?
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- Navigate to TourismTribe.com and login with your username and password. Reset your password if you can't remember it by clicking the password reset link
- You will be redirected to your Dashboard (if not, click Dashboard in the menu)
- Look for a link to your program page on your Dashboard or click the green "My Program" on the navigation menu
- You will be redirected to your program page. If coaching is included in your program you will find a coaching area similar to the one below. Click the Book Coaching button
- You will be redirected to the coaching booking page. Filter by the topic you’d like to focus on. Select a coach, date and time for your coaching session. Once you have booked your booking is automatically confirmed. Look for a confirmation email in your inbox. If you use a digital calendar this booking would have automatically been added to it. Familiarise yourself with the information in the confirmation email. Notice the special links to book or reschedule.
- You can now book coaching sessions 6 months in advance.
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How do I reschedule / cancel a coaching session?
Once you have booked a coaching session, you will have until 24h prior to the session to reschedule or cancel the session. Else it will be considered forfeited.
To reschedule or cancel you must follow the below steps:
- Look for your original confirmation email in your inbox or search your calendar. Use the search term "www.tourismtribe.com" if you can't find it. Please check your spam and your bin.
- Click the reschedule or cancel, as per screenshots below.
- The confirmation email will come notifications@calendly.com
Note: Each participant can only reschedule a coaching session 2 x times. After that, the session is considered forfeited if you do not attend.
What are coaching calls/support calls
The below may or may not be included in your program. Check your program page for inclusions.
Twice monthly, you may enjoy the security and support of our team via our Live Group Coaching Calls. These are small group support calls where we’ll do our best to answer any strategic & marketing questions or troubleshoot any technical questions you may have. They occur at pre-scheduled dates and times, twice a month. You need to sign up for every coaching call you’d like to attend as they’re delivered in our Zoom meeting room so have your mic and camera on as everyone is here to help each other and everyone will be able to see and hear you. Visit the support calls page to view the timetable and book.What can you expect from your 1 on 1 coaching session?
The below may or may not be included in your program. Check your program page for inclusions.
All of our sessions are tailored to achieve your objectives and fix your own issues. You can expect our session to be hands-on, full of advice and we will most likely share screen and be able to fix issues right there on the spot by taking control of your mouse.
For example, we could:
- improve your website’s Search Engine Optimisation by structuring your page’s content to follow Google’s recommendations
- configure Google Analytics
- review and update your Google My Business listing
- review your marketing campaigns and show you how to track their success in Google Analytics
- offer a general project scope for all of the set up of your digital strategy
- teach you how to write a blog post
- set up automation with free third-party services and tools to free up your time
- feed you Instagram images directly into your site, and so on
What is/included in a Digital Engagement Health Check ™?
The Digital Health Check ™ is a tool we have developed to help you quickly assess what areas of your online presence need improvement to provide a better online experience to your potential clients.
The Digital Health Check is a very detailed assessment of your business’s online presence. It provides a thorough analysis of important aspects of your website, Facebook, Instagram, Google My Business and TripAdvisor profile.
Tourism Tribe will conduct a scan against detailed criteria for each platform with recommendations on how to improve in these areas.
Not all programs include a Digital Engagement Health Check ™. You can always buy one separately here.
Can I update the details I have provided for my Digital Engagement Health Check ™?
In order to complete a Digital Engagement Health Check ™ of your business we have collected information such as:
- Website URL
- Facebook URL
- Instagram URL
- TripAdvisor URL
- Your industry sector
These details were provided by yourself either at the:
- expression of interest stage through your tourism organisation/council
- on our TourismTribe checkout page when you signed up for a product/package or program yourself.
If you have joined us via an expression of interest, we will show you the details provided when we send you the enrolment email.
Once you confirm your enrolment using the link provided and click the confirmation on our account creation page, these details will be final and will not be able to be modified.
Note: we send you 2 email and sms reminders to check the details provided. If we haven't heard from you after these reminders you will be automatically enrolled and won't be able to modify your details.
How can I change who in my business is participating in the program?
Before setting up your account in TourismTribe you will receive an email to confirm the participant name. It is important you pay attention to this email as all program components (e.g. zoom, Digital Health Check, coaching calls, one on ones) will be attached to this participant.
Once confirmed, this cannot be changed unless it is a case of force majeure. In this instance please contact your tourism organisation who is funding your program who will liaise with us.
Where do I access my course certificates?
You can view and download your course certificates in the My courses and certificates section of your account and in each course.
