How to Chat with a Camper

You can send a direct message to any camper with a reservation through the Chat tab inside that reservation in your RoverPass Owner Portal. 

Step 2: Enter the username and password for your RoverPass Owner Portal

Step 3: On the left-hand toolbar, click the 'Transactions' tab, then 'Reservations' 

Step 4: Click on the reservation for the camper you wish to chat with (you may search by last name or reservation code)

Step 5: At the top of the page, next to the 'Overview' tab, click on the 'Chat' tab

Step 6: Enter any message you wish to send directly to the camper, and click the blue 'Send' button

 The Chat with Camper feature supports long messages, so you can send detailed information without worrying about a strict character limit in most cases.

If your message is exceptionally long, consider breaking it into multiple messages to make it easier for campers to read and ensure it is delivered without issues.

Troubleshooting: Chat Not Working

If the Chat tab is missing, the Send button is unresponsive, messages are not delivering, or the chat window will not load, work through the checks below in order.

1. Check Your Browser and Connection

• Hard-refresh the page — press Ctrl + Shift + R (Windows) or Cmd + Shift + R (Mac) to reload without cache.
• Try a different browser — RoverPass works best in a current version of Google Chrome. If you are using Safari, Edge, or an outdated browser version, switch to Chrome and test again.
• Disable browser extensions — ad blockers or privacy extensions can block real-time features. Try opening the portal in a private/incognito window, which disables most extensions by default.
• Check your internet connection — chat uses a live connection; a slow or intermittent connection can prevent messages from sending or loading.

2. Confirm the Reservation Is Eligible for Chat

• Chat is available on reservations that were booked through RoverPass. If the reservation was created through a third-party source, the Chat tab may not appear.
• Verify you are inside the correct reservation record — navigate to Transactions > Reservations, open the reservation, and look for the Chat tab at the top of the page.

3. Clear Cache and Cookies

Stale cached data can cause the portal to behave unexpectedly. Clear your browser's cache and cookies, then log back in and try the chat again.

4. Log Out and Log Back In

Sign out of the Owner Portal completely, close the browser tab, reopen the portal, and log in again. Session issues can sometimes prevent interactive features from loading correctly.

5. Check Camper Email Notifications

When you send a chat message, the camper receives an email notification. If a camper reports they are not receiving your messages, ask them to check their spam or junk folder. 

When to Contact Support

If you have worked through all the steps above and chat is still not functioning, please contact RoverPass Support so the team can investigate your specific account and reservation. When you reach out, include:

• The reservation code or camper name
• The browser and device you are using
• A brief description of what happens (e.g., tab missing, button unresponsive, messages not delivered)
• Any error messages displayed on screen