Frequently asked questions
Find answers to the most common questions.
Bookings
How do I book a flight?▾
Go to the Flights page, search for your destination, select a flight and complete the payment online.
Can I cancel my booking?▾
Yes, from your profile → Bookings. Cancellation is possible as long as the status is pending or confirmed. Refund conditions depend on the provider.
How do I modify my booking?▾
Open the booking details from your profile. Some changes (dates, quantities) are possible before the provider confirms.
Payments
Which payment methods do you accept?▾
Bank card (Visa, Mastercard) and Mobile Money (Orange Money, MTN MoMo). All payments are secure.
My payment failed, what should I do?▾
Check your balance and try again. If the problem persists, contact your bank or our support team.
When am I refunded after a cancellation?▾
The refund is processed within 5 to 10 business days depending on your payment method.
Documents & Visas
How do I track the progress of my file?▾
In your profile, under the Documents & Visas tab. A timeline shows you the progress in real time.
Which documents do I need to provide?▾
The list of required documents is shown on the detail page of each service (passport, photos, forms, etc.).
What is the processing time?▾
The time varies by document type: from 3 days (simple documents) to 15+ days (visas). The estimated time is shown on each page.
Account
How do I create an account?▾
Click "Sign up" in the top right. Enter your information and verify your email.
I forgot my password▾
On the login page, click "Forgot password" and follow the instructions sent by email.
How do I delete my account?▾
Send a request to hello@globaltrade.fr with your account email. Deletion takes effect within 48 hours.