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User support
support@itravelbymyown.com
Problems with access, Planner, My Trips, Trip Workspace, For your trip, preferences, generation, download, Info Chat, Reset, or payments.
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Support
& Contact
Did something not go as expected? Tell us what happened and we'll help you review the case.
Before writing
If the problem occurred in the Planner, My Trips, Trip Workspace, For your trip, payment, customization, generation, Reset, or download, please include as much context as possible without sharing sensitive financial data.
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General inquiries
info@itravelbymyown.com
General inquiries about ITBMO, functionality, or information not related to an issue.
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Requests regarding personal data, cookies, access, correction, deletion, or privacy options.
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What to include in a support case
01Your username or account email.
02What you were trying to do when the problem occurred.
03Trip city(ies), whether it happened in My Trips / Trip Workspace / For your trip, and the approximate time of the incident.
04Screenshot if it helps explain the problem.
05If it was a payment: date, amount, and available PayPal reference.
06If a file failed: indicate which one did not appear (PDF, CSV, or receipt), the device used, and if you tried the individual backup button.
Do not send
Do not send full card numbers, passwords, verification codes, PayPal credentials, or identity documents unless we legitimately and securely request them for a specific case.
Payment / Generation
Did you pay but not receive an itinerary?
ITBMO retains the necessary progress and attempts to resume a paid generation after a disconnection, interruption, or page reload. Completed cities are retained, and ITBMO only retries pending cities. If the Planner indicates that attempts have been exhausted, do not repeat the purchase: use the available retry option or write to us to review whether a replacement or refund is applicable according to the Terms and applicable law.
My Trips / Trip Workspace
Can’t find a trip or “For your trip” will not load?
Generated trips can be recovered from My Trips. If a trip does not appear, a city will not open, or For your trip does not load, tell us which trip and cities are involved, the device you are using, and include a screenshot when possible. Do not generate or pay for another trip to solve a recovery issue.
Downloads
Didn’t all your documents appear?
Upon completion of a trip, ITBMO prepares the itinerary in PDF format, the Excel-compatible CSV file, and the payment receipt in PDF format. On computers, you can download these files; on mobile devices, ITBMO will attempt to open or share them using the options available in your browser and system. If any file does not appear, use the individual buttons that remain available below the itinerary before closing or reloading the page. Before using Reset
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