My confirmation number is taking longer than expected
If your confirmation number hasn't arrived yet, it may still be on time. Our team releases confirmation numbers Monday through Friday, Pacific time. So if your final payment went through on a Friday afternoon or over the weekend, your confirmation number comes on Monday, or Tuesday at the latest.
We know waiting can be stressful, especially with a trip coming up. The checks below only take a few minutes. They'll tell you whether your confirmation number is still on its way, or whether it's time to contact us.
Is it actually late?
It depends on when your final payment went through:
- Monday through Thursday, or Friday morning (Pacific time): expect your confirmation number within 24 hours.
- Friday afternoon or over the weekend: expect it on Monday, or Tuesday at the latest.
For example, if your final payment went through on a Saturday, look for your confirmation number on Monday, or Tuesday at the latest. If Tuesday has come and gone, it's taking longer than it should, and the steps below will help.
What to check first
Work through these in order:
- Make sure your trip is paid in full. Open Trips, tap your trip and check your payment schedule. The release request is sent when your final payment goes through, so if any balance is left, pay it first with Make a Payment.
- Look for the release card. On your trip page, look for a "Confirmation Number Release" card. While our team works on it, it shows "Submitted · in progress".
- Send the request yourself if you need to. If it's past the times above, or there's no card, tap Finished paying for your trip? in your trip's payment schedule. It sends the request if one wasn't sent, or confirms that yours is already being handled.
Still no confirmation number?
Chat with the Defera Concierge, our AI concierge. It can check on your trip and send a request to our team. To give our team what it needs from the start, include:
- your Defera booking reference, the code at the top of your booking confirmation email
- the date your final payment went through
- your departure date, if you're flying soon
The request shows as a card on your trip page. When our team answers, the answer appears on that card, and it comes to you by email too.
Other ways to reach us
If you'd rather talk than type, call +1 (415) 319-8553, 24/7. You'll reach the same Defera Concierge by voice, so use whichever you prefer. You can also email support@defera.app. Our email response time is 2–5 hours.