Troubleshooting
Quick fixes for the SailQuery app on iPhone, iPad and Mac, and for your dashboard on the web.
Which devices work
Which devices can I sync on?
- Syncing happens in the SailQuery app on an iPhone, an iPad, or a Mac with Apple silicon (M1 or newer, installed from the Mac App Store).
- There is no Android or Windows app, and syncing doesn't work in a web browser. Viewing does: see the next question.
Can I see my dashboard on my computer or Android phone?
- Yes. Once you've synced in the app, sign in at sailquery.com from any browser (Windows, Mac, Linux, Chrome on Android) with the same account to see your dashboard.
- It shows what your last sync captured. To refresh it, sync again in the app.
Capturing your offers
The offers page is blank or says no offers were found.
- Sign in to Club Royale inside the SailQuery app, then wait for your offers to finish loading on the page.
- If they don't load, tap Reload at the top of the capture screen and wait again before tapping Capture.
- Check that you can see your offers on royalcaribbean.com yourself. If Royal Caribbean shows none, there is nothing to capture yet.
Capture seems stuck.
- A capture reads every offer's detail page and can take up to about two minutes on a large account. Keep the app open until it finishes.
- If it has clearly stopped, close the capture screen, reopen it and try again on a steady connection.
The sync says some offers were held back.
- SailQuery saves every offer it could read and holds back any it couldn't, so a partial sync never replaces good data with bad.
- Offers Royal Caribbean marks as not currently redeemable for your account are listed separately. That is Royal Caribbean declining the offer, not a SailQuery error.
- If an offer you can redeem keeps being held back, email us with a screenshot so we can update SailQuery for the layout change.
After an update
A fix or new feature isn't showing up in the app.
- SailQuery updates download in the background and apply on the next full restart.
- Swipe up to force-quit SailQuery, open it, wait 10 seconds, force-quit again, then open it.
Your offers and sailings
Sailing counts look wrong, or I see duplicates or old sailings.
- SailQuery shows what Royal Caribbean's offers page returned at your last capture, which can include sailings that have since departed.
- Sync again in the app to refresh your dashboard.
- Still wrong? Email support@sailquery.com with the ship, sail date and a screenshot.
How do I export to Excel?
- In the app, open the Account tab and choose Export to Excel. It opens Safari, which downloads the spreadsheet so you can open or share it.
- Exports are part of SailQuery Lifetime.
Billing and account
I bought SailQuery Lifetime but the app still looks locked.
- Make sure you're signed in to the app (or sailquery.com) with the same email you used at checkout.
- Switch away from SailQuery and back, or close and reopen it. The app checks your purchase each time it comes back to the front.
- Policy details are on Billing & Refund.
Still stuck?
Email us a screenshot along with your device (iPhone, iPad or Mac) and its software version, and we'll help.
Email support