Troubleshooting

Quick fixes for the most common SailQuery setup and sync issues.

Extension Installation (Chrome)

I installed the extension but nothing happens.

Confirm you are on the correct Royal Caribbean Club Royale offers page.
Refresh the page after install.
Ensure the extension is enabled in chrome://extensions.
Pin the extension (optional), then reopen the offers page.

I don’t see the SailQuery widget/pill on the offers page.

Use a supported offers URL such as royalcaribbean.com/club-royale/offers....
Hard refresh with Ctrl+Shift+R.
Temporarily disable other UI-injecting extensions (including ad blockers) and retry.
In chrome://extensions → SailQuery → Site access, ensure royalcaribbean.com is allowed.

Chrome says the extension is blocked or can’t be installed.

If your device is enterprise-managed, extension installs may be restricted.
Try a personal Chrome profile or unmanaged browser.
Install from the Chrome Web Store listing: SailQuery extension

Sync and Login

I clicked Sync but my dashboard is empty.

Confirm you are logged into Royal Caribbean in the same browser profile.
Open the offers page directly and verify offers are visible there.
Refresh the offers page, then run sync again.
If offers load progressively, scroll until all offers are loaded before syncing.

I’m logged in, but Pricing behavior seems wrong.

Pricing is available while logged in.
If behavior looks stale, sign out and sign back in, then retry.
If it persists, report the issue with a screenshot and browser version.

Permissions and Site Access

Extension says it needs permissions or won’t run.

Open chrome://extensions → SailQuery → Site access.
Set to On specific sites and add https://www.royalcaribbean.com/*.
Keep “Allow in Incognito” off unless you intentionally want extension access in incognito windows.

Data Quality

My sailings count looks wrong, I see duplicates, or “ghost” sailings.

SailQuery reads what Royal Caribbean’s offers page currently returns.
That source may sometimes include historic or stale entries.
Run refresh/sync again to update your dashboard state.
Use any “hide past sailings” or refresh controls available in the app, if shown.
Report issues by email with date, ship, screenshot, and browser details: support@sailquery.com

Billing and Account

I paid but I’m still locked.

Sign out, then sign back in.
Confirm you used the same email account at checkout.
Wait a minute, then refresh the app.
Review policy details on Billing & Refund.

Still stuck?

Email us with a screenshot and your browser version, and we'll help.