The D'Viajeros portal is not working: fixes

You are filling in the D'Viajeros, the site stalls, and you cannot tell whether the fault is yours or the system's. It is one of the most common complaints, and it is almost always a technical problem with a fix. This guide runs through the most frequent errors on the Advance Traveller Information portal and what to do in each case, from the page that will not load to the QR code that will not download. The process is free and official: it runs on the MITRANS portal.

In brief: most faults clear up with the basics: reload, wait a few minutes, clear the cache, try incognito mode or switch browser or device. Fill in the D'Viajeros before you travel and on a good connection, not at the airport or once in Cuba, where the network is limited. If the system is down, it is not on you: retry later.

The page will not load or is very slow

This is the first hurdle. The portal drags, goes blank or shows a connection error. Before assuming the system is down, rule out your side:

• Check your internet connection and try opening another site to confirm you are browsing fine.
• Reload the page, and if it stays slow, close it and reopen after a few minutes.
• Try mobile data if you were on Wi-Fi, or the other way round.
• Temporarily turn off any VPN, proxy or extensions that might interfere.

If none of this helps and other sites load fine, the portal may be overloaded or under maintenance. In that case the fix is patience: wait and retry later, ideally outside peak hours.

In short: if the site is slow, check your network and reload; if everything else loads but the portal, it is probably congestion and you should retry.

Validation messages: passport, dates and flight

The form validates what you type and rejects data in a format it does not expect. This is not a system fault but a check; the message usually tells you which field to review.

• Passport format: type the number exactly as shown on the data page, with no extra spaces or dashes and without confusing the letter "O" with the number "0".
• Dates out of range: the arrival date must fall within the allowed window (on the order of 48 hours before). Set it too early or too late and the field rejects it.
• Flight number: follow the airline's format (carrier code plus number); copy it from your boarding pass.
• Required fields: an asterisk or a red border usually marks what is still missing.

Worth knowing: a validation message does not mean the portal is broken. It means a detail does not fit the expected format; fix it and the form will let you continue.

In short: validation errors are about the data, not the system; copy the passport, date and flight in the correct format and you will move on.

Browser problems: cache, cookies and incognito

Many apparent faults are the browser's, not the portal's. If the site behaves oddly, buttons do not respond or the form will not advance, try this order:

1. Clear the cache and delete the site's cookies; stale stored data often causes trouble.
2. Open the portal in an incognito window, which ignores cache and extensions.
3. Turn off ad blockers and extensions that rewrite pages.
4. Update your browser: an old browser may not render the form correctly.
5. If it still fails, try a different browser altogether.

Worth knowing: a very old browser is a silent cause of errors. If you use an aging computer or a phone with outdated software, many problems vanish with an up-to-date browser.

In short: for form quirks, clear cache and cookies, try incognito and use an updated browser before writing off the portal.

The portal's language

Sometimes the issue is not an error but the portal showing up in a language you do not read or mixing text. The official portal is available in Spanish, English, French and Russian. Find the language selector (usually at the top) and choose your preference before you start, so you do not misread a field and enter the wrong detail.

If switching language reloads the page and loses what you typed, change it at the start, before filling anything in. And if you see half-translated text, do not worry: it is cosmetic and does not stop you completing the process.

In short: pick the portal's language at the start so you do not lose data and you understand each field.

The session expires mid-form

Official portals close the session for security after a spell of inactivity. If you get distracted while filling in, you may be asked to log in again on return and have lost part of your entries. To avoid it:

• Have all your details to hand before you start: passport, flight, date and lodging address.
• Fill it in in one go, without long pauses.
• If the system allows, save your progress now and then.
• If the session expires, log back in calmly; it sometimes recovers part of what you entered.

In short: prepare your details and fill in without pauses so the session does not expire mid-declaration.

The submission hangs and the QR does not appear

You reach the end, hit submit, and the screen keeps spinning, or the submission finishes but the QR code will not generate or download. Before redoing everything:

• Wait a moment: the process sometimes completes even if the screen looks frozen.
• Do not slam the tab shut or hit submit several times in a row; you could create duplicate records.
• Check your email: the QR or a link often arrives by email even when the site fails.
• Confirm whether your request was registered before redoing it, so you do not duplicate.
• If the QR will not download, take a screenshot as a backup and try the download again later.

Remember that with two records, the last valid one counts; we have a dedicated guide on correcting or redoing the D'Viajeros linked below.

In short: if the submission hangs, wait, check your email and see whether it registered before redoing it, so you do not duplicate the process.

Peak-hour congestion and connectivity in Cuba

Two external factors are worth keeping in mind. The first is congestion: at busy times, when many people fill in the form at once, the portal can slow down or throw intermittent errors. If you can, avoid those peaks and do it at a quiet moment.

The second is connectivity in Cuba. If you try to complete the D'Viajeros once in the country, the network (ETECSA) is limited and expensive, which complicates any task. So the advice is clear: fill in the form and download and print the QR before you travel, on a good connection, so you do not depend on the Cuban network on arrival.

Worth knowing: a slow portal at peak time is not broken; it simply has heavy demand. Retrying later usually does the trick, and doing it ahead of time spares you the rush.

In short: avoid peak hours and complete the process before you travel; internet in Cuba is limited and it is best not to leave it for there.

When the problem is yours and when it is the system's

Telling apart where the fault comes from saves time. This table sums up the most common symptoms, their likely cause and the starting fix.

As a rule: if only the portal fails while other sites load, check your browser and your data; if the portal fails for everyone or all at once, it is the system and you should wait.

In short: if the fault is isolated, it is usually your browser or a detail; if it is widespread, it is the system and the fix is to retry later.

Plan B: what to do if nothing works

Once you have tried the reasonable steps and the portal still will not cooperate, sort your options:

1. Retry later, outside peak hours, with a clean cache.
2. Try a different device (a computer instead of a phone, or vice versa) and another network.
3. Do it ahead of time, not the night before: that gives you room if the system fails for several days.
4. Save screenshots of the errors in case you need to show you tried.
5. If the deadline is tight and you cannot manage it, be ready to handle it on arrival with your documents in order, knowing that internet in Cuba is limited.

In short: retry calmly, switch device, do it ahead of time and, if it stresses you, ask for assistance so you do not risk it.

Key points

• Most portal faults are technical and clear up with the basics: reload, wait, clear the cache and switch browser.
• Validation messages are about the data, not the system: check the passport format, date and flight.
• An old browser or built-up cache causes many apparent errors; incognito mode helps rule it out.
• The session expires on inactivity: have your details ready and fill in without long pauses.
• If the QR will not generate, wait, check your email and see whether it registered before redoing.
• Complete the process before you travel and on a good connection; in Cuba the network is limited and expensive.

FAQ about portal faults

The D'Viajeros portal will not load, is it down?

It might be, but first rule out your side: check your connection, reload and try another site. If everything else loads but the portal, it is probably overloaded and a later retry should do it.

It shows a passport format error, what do I do?

This is a data validation, not a system fault. Copy the exact number from the data page, with no extra spaces or dashes, and do not confuse the letter "O" with the number "0".

It says the date is out of range

The arrival date must fall within the allowed window, on the order of 48 hours before. Set it within the current window the portal indicates and it will accept it again.

The buttons will not respond, is it me?

Often yes, the browser. Clear the cache and cookies, try incognito mode and disable extensions or blockers. If it persists, switch browser.

My session expired and I lost data

Portals close the session on inactivity. Have all your details ready before you start and fill in one go to avoid it; on logging back in, it sometimes recovers part of your entries.

The submission keeps spinning, should I resubmit?

Do not resubmit repeatedly: you could duplicate the record. Wait a moment, check your email in case the QR arrives, and confirm whether the request registered before redoing.

The QR will not generate or download

Try waiting, check your email (it sometimes arrives there) and take a backup screenshot. If the system fails, retry the download later with a clean cache.

Can I fill it in once in Cuba if it fails beforehand?

Better not to rely on it: internet in Cuba is limited and expensive. Complete the D'Viajeros and download and print the QR before you travel, on a good connection.

The portal is in another language, how do I change it?

Use the language selector, usually at the top. It comes in Spanish, English, French and Russian. Change it at the start, before filling in, so the reload does not lose your entries.

I have tried everything and it will not work, what is left?

Retry outside peak hours, switch device and network, and do it ahead of time. If the deadline is tight, save screenshots and consider asking for assistance so you do not risk it with the flight looming.

Last updated: July 2026. Entry rules change; always confirm the current requirements on the official D'Viajeros (MITRANS) portal and with your airline before you travel.

Useful links: how to edit or correct the D'Viajeros, the D'Viajeros at Havana airport, the D'Viajeros from the United States and the D'Viajeros for cruise arrivals.