top of page

We're here to help!

Contact customer support

Email: [email protected]

Text / Call: 1-866-874-7842

or browse our help guide and  frequently asked questions 

  • How do I get started?
    If you have not purchased a tour yet, you can do so from the tour page itself. If you purchased or booked a tour already, follow these steps to get started: Downloading the App: Start by downloading the Tripvia Tours app from your device's app store - either the Apple App Store for iOS devices or Google Play Store for Android devices. See 'Get App' page for more. Once installed, open app. Using Your Unlock Code: Get your unlock code here. After opening the app, select the tour you purchased. For Android users, type in the code. For iPhone users, tap 'login' twice, then enter the code. Follow the Tutorial: Our easy to follow tutorial will show you how the app works. The remaining steps are also covered in the tutorial. Finding Your Starting Point: If you're not near the starting point of your chosen tour, just tap on the tour start from the map to get turn-by-turn directions using your device's default navigation app (ie Google or Apple Maps). Listening to Your Tour: The audio for each stop will automatically start playing when you enter its geo-circle. This means you're in close proximity to a point of interest on the tour. Interacting with the Tour: When the audio begins to play, you will see images and a transcript of the narration. Additionally, you can control the playback of the audio by fast-forwarding, rewinding, pausing, or resuming play whenever you choose. This is completely optional, the app will work hands free as well. Proceeding with the Tour: Continue on your journey by either following audio directions, or using the map to follow the route to the next point of interest. Repeat these steps until you've completed your tour. With these easy-to-follow steps, you'll be able to start and enjoy your self-guided tour seamlessly. Happy exploring!
  • What is a Smartphone Audio Tour?
    Tripvia Tours works like a personal, local guide, accompanying you on your tour, explaining the significance of what you're seeing, and revealing the unique stories behind each site. This happens without the need for a physical person; everything is conveyed to you through our interactive tour app. As you navigate the route outlined by the tour, your surroundings come alive with narratives about what you're seeing, what lies ahead, and why it's significant. This is made possible by utilizing your location data, allowing the app to tailor the stories to your exact position without any input required from you.
  • How does it work?
    Accessing GPS: Once you've downloaded our app and given it the necessary permissions, it uses your device's GPS to determine your location. This GPS data is continuously updated as you move, enabling the app to track your progress along the tour route. Tailoring the tour: The app contains geo-tagged information related to different points of interest on the tour. These points of interest are associated with specific geographical coordinates. As you move closer to these coordinates, the app compares your GPS data to the points of interest in its database. Triggering the stories: When your GPS coordinates match those of a point of interest (i.e., when you enter its geo-circle), the app automatically triggers the corresponding audio guide. This might include interesting narratives about the location, its historical significance, relevant anecdotes, and much more. Mapping your route: The app also uses GPS data to guide you along the prescribed tour route. As you move, your position (marked as a blue dot) is updated on the interactive map within the app, helping you easily follow the route to the next point of interest. By harnessing the power of GPS, our app offers a seamless and intuitive touring experience, automatically serving up relevant information as you explore different locations, and ensuring you're always on the right path.
  • I didn't get instructions or a password?
    I didn't get instructions or an unlock code: In most cases, your confirmation email and password should reach you within minutes of your booking. If it's lost in the internet abyss, you can get going without it by following these steps: 1) Download the app - https://www.tripvia.tours/get-app 2) Get your unlock code - https://www.tripvia.tours/code 3) Open Tripvia Tours app 4) Select your tour 5) Enter the unlock code 6) Follow the tutorial to learn how the app works App Indicates Invalid Password: Ensure you have downloaded the correct app. The code won't be recognized by other apps like Viator or GetYourGuide. Also, make sure you are using the password provided by Tripvia Tours and not the PIN from GetYourGuide or the booking confirmation code from Viator. Lastly, be mindful to enter the password exactly as given, without any spaces. If you've carefully followed all these steps yet face issues, don't hesitate to reach out to us 📞 📱 Call or text us at 1-866-874-7842 📧 Email us at [email protected]
  • Where do I start?
    The tour begins at the first stop, the icon with the '1'. Usually it's a different colour than the rest of the icons. You can find this using the 'Map' icon. Use two fingers to zoom in or out in order to find the first tour stop. To get turn-by-turn directions, tap on the icon and then again on the directions icon (right turn arrow inside a diamond). When you arrive, you'll automatically hear the audio as you get close. Please note that for driving tours, you'll want to take a look at the route direction first to make sure the turn-by-turn directions have you going the correct way (or you'll need to turn around when you get there).
  • What does the tour include?
    Our tours are self-guided, so they do not include anything other than the tour itself. The tour does not include tickets to any attractions. You may want to take a look at the tour before starting to see if there are any attractions you'd like to visit that may require reservations.
  • What quantity should I select at checkout?
    Should you opt for a Driving Tour, a single tour per vehicle is all that's required. One individual can download the tour on their device, connect their phone to the car's audio system, allowing everyone in the car to collectively enjoy the tour. However, if you're planning a Walking Tour, it's advisable to secure one tour for each participant. Some pairs may decide to share a single tour using headphones or by setting their device to speaker mode. While this is perfectly acceptable, keep in mind that ambient street noise might interfere with your listening experience. If you opt to purchase one tour per participant as suggested, you will receive a single password. This password can be used by each individual in your group on their respective phones. For instance, if you book for four people, you will receive one password that can be redeemed four times.
  • Can I change travel dates?
    You may need to select a travel date on some of our vendor sites, this allows us to ensure we provide customer service if needed, send download reminders and date-specific notifications. However, the tour can be completed any date or time after booking. It is not necessary to contact us or the vendor to request a date change. Just follow the instructions anytime after booking.
  • How long is my tour valid for?
    Your tour is not restricted to a single use! You can enjoy it infinitely and replay it as often as you desire. Feel free to sample it at home too, utilize it across numerous days and revisit the experience once you return home.
  • Does the tour work with Apple CarPlay or Android Auto?
    Though we're currently in the process of integrating features for CarPlay and Android Auto, you will not be able to see the map displayed on your vehicle's infotainment system just yet. We recommend linking your phone to your car's audio system via Bluetooth, a USB connection, or an auxiliary audio cable in the interim. Should you run into any difficulties, you can default to your phone's internal speakers, adjusting the volume to your preferred level.
  • Encountering Issues with Audio Playback?
    Initially, fully close the app (make sure to swipe it off your recent apps, rather than just minimizing it). After waiting for a few seconds, tap the app icon to launch it again. Head over to the Welcome stop and hit the Play button to verify if the audio is functioning. If the issue persists, navigate to your settings and disable Bluetooth. (Your device might be connected via Bluetooth to another device such as your car, a speaker system, or a smartwatch, which may interfere with the audio). Ensure your device's volume is not only turned ON but also maximized using the side volume buttons. If you still face difficulties, open another app that plays audio (like Youtube or Spotify) and try playing something. If audio plays there, return to the app and press the Play button on one of the tour stops again. If necessary, restart your phone and attempt to play the audio once more. As a last resort, uninstall the app and reinstall it from your device's respective App/Play Store. The same code will still work. If none of these steps resolve the issue, don't hesitate to get in touch with us via email, chat, or phone call. Facing Issues with Bluetooth Control? If your Bluetooth device isn't playing the audio, please follow the steps mentioned above. If the audio is playing but you're unable to adjust the volume or fast forward/reverse using your car’s control panel, resort to using your phone for volume control and the app's audio bar for fast forward/reverse functionalities.
  • How do I connect my phone to my vehicle's stereo using Bluetooth?
    1. Turn On Bluetooth on Your Phone: Navigate to the settings app on your phone. Look for the "Bluetooth" option and turn it on. 2. Access Your Vehicle's Bluetooth Menu: Start your vehicle and head to its infotainment system's menu. The steps may vary based on the make and model of your vehicle, but you're generally looking for "Bluetooth" or "Connections" settings. 3. Pair a New Device: In the Bluetooth menu on your car's infotainment system, select the option to pair a new device. This might be labeled as "Add new," "Pair new device," or something similar. 4. Discover Your Car on Your Phone: Going back to your phone, under the Bluetooth settings, look for a list of available devices for pairing. Your car should appear on this list. The name will typically be the make or model of your vehicle. 5. Pair Devices: Select your car's name on your phone. A pairing request will pop up on both your phone and the car’s infotainment screen. Ensure that the pairing codes match on both screens and confirm the pairing on both devices. 6. Connection Successful: If successful, your phone and your car should now be connected. Your phone might ask if you want to allow contacts and favorite numbers to sync; respond according to your preference. 7. Play Audio: Open the Tripvia Tours app (or any other audio app) on your phone and play the audio. The sound should come through your car speakers. If it doesn't, ensure that the car's audio source is set to Bluetooth. Remember, steps might vary slightly depending on the brand and model of your phone and vehicle. Always refer to your vehicle's user manual for specific instructions if you encounter any issues.
  • When do I start? Do I meet anyone at the first stop?
    The start time for your self-guided audio tour is entirely at your discretion! Our tours offer you the utmost flexibility, allowing you to begin whenever it is convenient for you. You don't need to meet anyone before starting. All you need to do is download the app and the tour, and when you're ready, press the "play" button to embark on your tour. The app will provide you with all the necessary guidance and information to explore at your own pace. Gone are the worries of scheduling a specific time or coordinating with a tour guide. With our self-guided tours, you have the freedom to commence whenever it suits you best and immerse yourself in the experience at your own leisure.
  • Battery Use
    GPS usage can indeed consume a significant amount of battery power on your phone. This can be a hindrance especially for older device's that lost battery charge quickly. For driving tours, you can plug it into most vehicles to charge while doing the tour. Walking tours are a bit trickier. To ensure that you have an uninterrupted tour experience, we recommend the following: 1. **Charge your phone:** Before starting the tour, ensure that your phone is fully charged. This will help sustain your battery life throughout the tour. 2. **Optimize battery settings:** Adjust your phone's battery settings to maximize efficiency. This may include enabling battery-saving modes or reducing screen brightness. 3. **Carry a power bank:** If your phone tends to lose battery quickly or if you anticipate a long tour, consider carrying a portable power bank. This will allow you to recharge your phone on-the-go and extend its battery life. 4. **Disable unnecessary features:** Turn off unused apps, Bluetooth, Wi-Fi, or any other features that aren't essential during the tour. This helps conserve battery power. 5. **Use airplane mode selectively:** If you're in an area with poor signal reception, consider switching to airplane mode. This prevents your phone from constantly searching for a network, which can drain the battery. By implementing these suggestions, you can help ensure that your phone remains sufficiently charged throughout the tour and enjoy a seamless experience without interruptions due to battery drainage.
  • Can I wait until I get to the start of the tour to download it?
    To ensure a smooth and efficient download experience of the Tripvia Tours app and the tour content, we recommend downloading them ahead of time in an area with a reliable internet connection. This allows you to avoid potential challenges or delays in downloading due to weak signals or limited Wi-Fi availability on-site. If downloading in advance is not possible, we suggest finding a location with a strong Wi-Fi signal or a stable data connection to initiate the download. This ensures a faster and more reliable download process. Once you have started the download, it is important to remain on the app or tour screen to facilitate a swift and uninterrupted download. Staying on the designated screen allows the download to progress without any interruptions, resulting in a quicker completion time. By proactively considering the availability of a robust internet connection and following these recommendations, you can ensure a hassle-free download experience, allowing you to enjoy the tour seamlessly when you are on-site, even in areas with limited connectivity.
  • What should I bring?
    All you really need is your phone, but there are a few things that can ensure you have the best experience possible. For Driving Tours: 1. **Smartphone with the Tripvia Tours app**: Ensure that you have downloaded the Tripvia Tours app on your smartphone before starting the tour. Make sure the app is updated to the latest version for the best experience. 2. **Charged Phone**: Ensure that your phone is fully charged or bring a portable power bank to keep your phone charged throughout the tour. GPS and audio usage can consume battery power. 3. **Car Connection**: If you plan to connect your phone to your car's audio system, follow the connection guide and test it out before starting. Bring a car charger or a USB cable to keep your phone powered and connected during the tour. 4. **Mount or Holder**: Consider using a phone mount or holder in your vehicle to securely hold your phone for easy access and safe viewing while driving. Please note currently Tripvia Tours will not display on Apple CarPlay or Android Auto. For Walking Tours: 1. **Smartphone with the Tripvia Tours App**: Similar to driving tours, make sure you have downloaded the app on your smartphone for the walking tour. Ensure the app is up to date. 2. **Charged Phone**: It is essential to have a fully charged phone or carry a portable power bank to keep your phone powered throughout the tour. GPS and audio usage can drain your phone's battery. 3. **Headphones or Earphones**: To fully immerse yourself in the audio narration and minimize outside distractions, bring a pair of headphones or earphones for a more immersive experience. Alternatively, you can use the phone's built-in speakers, but headphones help drown own ambient street noise, provide better audio quality and privacy. 4. **Comfortable Shoes and Clothing**: Since walking tours involve exploring on foot, wear comfortable shoes suitable for the terrain and weather conditions. Dress appropriately for the weather and consider carrying a light jacket or umbrella if needed. Remember to check the specific tour details or any additional recommendations on the tour overview to ensure you have all the necessary items and are adequately prepared for the tour. Enjoy your exploration!
  • Can we arrange a car rental or bus?
    Please note that we do not offer car rental services or bus bookings as part of our offerings. It is your responsibility to arrange for transportation, such as renting a car, to embark on our self-guided audio tours. Rest assured, our tours are designed to be compatible with any car equipped with an auxiliary (aux) cable or Bluetooth connectivity. This allows you to easily connect your smartphone to your car's audio system and enjoy the tour narration during your journey. Whether you prefer to use an aux cable or connect via Bluetooth, our self-guided audio tours provide a seamless and immersive experience that can be enjoyed in the comfort of your own vehicle. Please make the necessary arrangements for transportation and ensure that your car is equipped with the required connectivity options to fully experience our self-guided audio tours.
  • How does it work?
    Accessing GPS: Once you've downloaded our app and given it the necessary permissions, it uses your device's GPS to determine your location. This GPS data is continuously updated as you move, enabling the app to track your progress along the tour route. Tailoring the tour: The app contains geo-tagged information related to different points of interest on the tour. These points of interest are associated with specific geographical coordinates. As you move closer to these coordinates, the app compares your GPS data to the points of interest in its database. Triggering the stories: When your GPS coordinates match those of a point of interest (i.e., when you enter its geo-circle), the app automatically triggers the corresponding audio guide. This might include interesting narratives about the location, its historical significance, relevant anecdotes, and much more. Mapping your route: The app also uses GPS data to guide you along the prescribed tour route. As you move, your position (marked as a blue dot) is updated on the interactive map within the app, helping you easily follow the route to the next point of interest. By harnessing the power of GPS, our app offers a seamless and intuitive touring experience, automatically serving up relevant information as you explore different locations, and ensuring you're always on the right path.
  • Can I reuse my tour?
    Absolutely! Once your tour is downloaded, it remains accessible to you as long as you don't delete it. Whether you're preparing for the tour in your hotel, experiencing it in real-time, or reminiscing afterwards, the tour is at your disposal. If for some reason it gets deleted and the code isn't working, send us an email with your receipt and we'll be happy to get you a new code. For any tours you've purchased through our app, whether on an Android or iOS device, rest assured that they will remain available in your app indefinitely unless you choose to uninstall the app. In case you uninstall the app, upgrade your device, or get a new phone, here's what you need to do to recover your purchased tours: 1. For iPhone users, simply go to the app's menu and select the "Restore" option. 2. For Android users, reinstall the app on your new or upgraded device and open it. You'll find your purchases have been automatically restored.
  • How easy is it to use?
    The process is designed to be straightforward and user-friendly, with a special consideration for individuals aged 60 and above. Simply follow the instructions provided in the tutorial, and you'll be ready to embark on your tour. Here's what the process entails: 1. **Start at icon #1:** Begin your tour at the first stop, denoted with a number 1 on the map icon. 2. **Navigate Using Voice Directions or the Map:** Simply follow the tour guide's directions or utilize the map within the app to guide you along the tour route. It will indicate the path from one stop to the next. 3. **Automatic Audio Playback:** As you approach each stop and enter its designated circle, the corresponding audio will automatically play. There's no need to interact with your phone; the audio will commence seamlessly. 4. **Feedback for Improvements:** If there are any features you're not fond of or if you encounter any difficulties, please provide us with feedback through the app's feedback option. Your input helps us enhance the app in future updates. Rest assured that we've designed the experience to be intuitive and enjoyable for users of all ages, ensuring a seamless and immersive tour.
  • Can I preview the tour before I start?
    Absolutely! We highly recommend downloading the app and the tour content at your home or hotel before arriving at the tour site. This allows you to familiarize yourself with the app's features and explore the tour in advance. Additionally, downloading everything while connected to WiFi ensures a smooth and uninterrupted experience. By previewing a few stops, you can gauge the approximate duration of the tour and ensure that it aligns with your travel plans. Remember, you have the flexibility to take the tour in multiple sessions or even revisit it as many times as you like. Taking the time to download and familiarize yourself with the app beforehand ensures that you can make the most of your tour experience and seamlessly integrate it into your travel itinerary.
  • How do I connect my phone to my vehicle's stereo using an aux cord?
    Here's a step-by-step guide on how to connect your phone to your vehicle's stereo system using an auxiliary (AUX) cable: 1. Locate the AUX Input in Your Car: Most modern vehicles have an auxiliary port, also known as an AUX input. This is typically located on the vehicle's center console, but it can also be found in the glove compartment or armrest in some models. It looks similar to a headphone jack. 2. Connect the AUX Cable: Plug one end of the AUX cable into the headphone jack of your phone. If your phone does not have a headphone jack, you might need an adapter that converts your charging port to a headphone jack. 3. Connect the Other End to Your Car: Now, plug the other end of the AUX cable into the AUX input of your car's stereo system. 4. Switch Audio Source in Your Car: Turn on your car stereo and switch the audio source to "AUX" or "Line-In." The specific labeling may vary depending on the make and model of your vehicle. 5. Play Audio: Finally, open the Tripvia Tours app (or any other audio app) on your phone and start playing the audio. The sound should now be broadcast through your car speakers. If you're not hearing anything, ensure your phone's volume is turned up. Keep in mind that while an AUX connection allows audio play, it does not allow for control of the device through the car stereo. Any pausing, skipping, or volume adjustments will need to be made on the phone itself.
  • How do I connect phone to my vehicle's stereo without Bluetooth or an Aux cord?
    Connecting your phone to your car stereo using an FM transmitter is a great solution when neither Bluetooth nor an AUX input is available. Here's a step-by-step guide on how to do that: 1. **Purchase an FM Transmitter:** If you don't already have one, you'll need to purchase an FM transmitter. These can be found in most electronics stores and online. Ensure that the FM transmitter you purchase has a connection that matches an output port on your phone (like a headphone jack, USB-C, or Lightning port). 2. **Connect Your Phone to the FM Transmitter:** Plug the FM transmitter into your phone's headphone jack or charging port, depending on the model of the transmitter. 3. **Power the FM Transmitter:** Some FM transmitters are battery-powered, while others need to be plugged into the cigarette lighter or another power source in your car. Ensure your transmitter is powered before proceeding. 4. **Set a Frequency on Your FM Transmitter:** Your FM transmitter will have a way to adjust the frequency it transmits on. This will usually be a pair of buttons to move the frequency up and down. Choose a frequency that is not occupied by a local radio station. This will generally be clearer towards the end of the dial. 5. **Tune Your Car Radio to the Transmitter's Frequency:** On your car stereo, set the radio to match the frequency set on your FM transmitter. If you've done everything correctly, you should hear a steady hum or silence (if no audio is playing on your phone). 6. **Play Audio on Your Phone:** Open the Tripvia Tours app (or any other audio app) on your phone and start playing the audio. The sound should now be broadcasted through your car's speakers. If you don't hear anything, check the volume on both your phone and your car stereo. Remember, the quality of audio using an FM transmitter might not be as high as with a direct AUX connection or Bluetooth, as it can be affected by the quality of the transmitter, local radio interference, and other factors. Nonetheless, it's a convenient method when no other options are available.
  • Tour download is slow or stuck
    Should you experience slow downloading speeds for either the app or the tour, it's advisable to first examine your WiFi or cellular internet connection. This can be done by attempting to access another website, like Google or YouTube. To ensure the quickest possible download, remain on the tour download page and consider closing any other applications that might be running in the background, such as mobile games. If the app displays only a blank screen, you can follow these troubleshooting steps: 1. Close and reopen the app. 2. Restart your mobile device. 3. Uninstall and reinstall the app. In the unlikely event that these solutions don't rectify the issue, don't hesitate to reach out to us through email, chat, or phone call. We're here to help!
  • The app closes when I tap 'Start'
    If the app unexpectedly closes when you attempt to start the tour, it is possible that the tour did not fully download. To resolve this issue, follow these steps: For Samsung and Android users, if you're unable to start the app or open it at all, you can try the following steps: 1. **Reinstall the Application:** Uninstall the app from your device and reinstall it again. 2. **Force Stop the App:** Long-press the app icon on your home screen, then select "App Info" or "App Details," and finally choose "Force Stop" to close the app completely. Then, attempt to restart the app. If you're an Apple user and need to uninstall and reinstall the app, follow these steps: 1. **Delete the App:** Locate the app icon on your home screen or in the app library. Press and hold the app icon until it starts to jiggle or shows an "X" mark on the corner. Tap the "X" to delete the app. Confirm the deletion when prompted. 2. **Reinstall the App:** Open the App Store on your device and search for the app using the search bar at the bottom of the screen. Once you find the app, tap the cloud icon with the arrow pointing downward to initiate the reinstallation. You may be prompted to enter your Apple ID password or use Touch ID/Face ID to authorize the download. 3. **Open the App:** After the reinstallation is complete, you can open the app from your home screen and proceed with using it as before. By following these steps, you can effectively uninstall and reinstall the app on your Apple device. If all else fails, you may consider using the app on another device (same code), if available, to determine if the issue persists. Should you require further assistance, don't hesitate to reach out to our Technical Support team. They will be more than happy to help resolve the problem and provide the necessary support.
  • Encountering Issues with Audio Playback?
    Initially, fully close the app (make sure to swipe it off your recent apps, rather than just minimizing it). After waiting for a few seconds, tap the app icon to launch it again. Head over to the Welcome stop and hit the Play button to verify if the audio is functioning. If the issue persists, navigate to your settings and disable Bluetooth. (Your device might be connected via Bluetooth to another device such as your car, a speaker system, or a smartwatch, which may interfere with the audio). Ensure your device's volume is not only turned ON but also maximized using the side volume buttons. If you still face difficulties, open another app that plays audio (like Youtube or Spotify) and try playing something. If audio plays there, return to the app and press the Play button on one of the tour stops again. If necessary, restart your phone and attempt to play the audio once more. As a last resort, uninstall the app and reinstall it from your device's respective App/Play Store. The same code will still work. If none of these steps resolve the issue, don't hesitate to get in touch with us via email, chat, or phone call. Facing Issues with Bluetooth Control? If your Bluetooth device isn't playing the audio, please follow the steps mentioned above. If the audio is playing but you're unable to adjust the volume or fast forward/reverse using your car’s control panel, resort to using your phone for volume control and the app's audio bar for fast forward/reverse functionalities.
  • Does the tour work with Apple CarPlay or Android Auto?
    Though we're currently in the process of integrating features for CarPlay and Android Auto, you will not be able to see the map displayed on your vehicle's infotainment system just yet. We recommend linking your phone to your car's audio system via Bluetooth, a USB connection, or an auxiliary audio cable in the interim. Should you run into any difficulties, you can default to your phone's internal speakers, adjusting the volume to your preferred level.
  • How do I connect my phone to my vehicle's stereo using Bluetooth?
    1. Turn On Bluetooth on Your Phone: Navigate to the settings app on your phone. Look for the "Bluetooth" option and turn it on. 2. Access Your Vehicle's Bluetooth Menu: Start your vehicle and head to its infotainment system's menu. The steps may vary based on the make and model of your vehicle, but you're generally looking for "Bluetooth" or "Connections" settings. 3. Pair a New Device: In the Bluetooth menu on your car's infotainment system, select the option to pair a new device. This might be labeled as "Add new," "Pair new device," or something similar. 4. Discover Your Car on Your Phone: Going back to your phone, under the Bluetooth settings, look for a list of available devices for pairing. Your car should appear on this list. The name will typically be the make or model of your vehicle. 5. Pair Devices: Select your car's name on your phone. A pairing request will pop up on both your phone and the car’s infotainment screen. Ensure that the pairing codes match on both screens and confirm the pairing on both devices. 6. Connection Successful: If successful, your phone and your car should now be connected. Your phone might ask if you want to allow contacts and favorite numbers to sync; respond according to your preference. 7. Play Audio: Open the Tripvia Tours app (or any other audio app) on your phone and play the audio. The sound should come through your car speakers. If it doesn't, ensure that the car's audio source is set to Bluetooth. Remember, steps might vary slightly depending on the brand and model of your phone and vehicle. Always refer to your vehicle's user manual for specific instructions if you encounter any issues.
  • My phone is old, how do I know my phone will work?
    To ensure optimal performance of the app on your phone, it's important to verify that your device meets the minimum requirements outlined below: **For iPhones:** Please ensure that your iPhone is running on iOS 13 or a more recent version. Our apps do not support older iOS versions. **For Android phones:** Make sure that your device is running on Android version 9 or a higher version. **For Tablets/iPads:** We do not recommend using our apps on Android tablets or iPads. Most iPads or tablets lack a built-in GPS chip, which renders them unsuitable for navigation apps like ours. However, if you only intend to read text and view images, you can still use them. It's worth noting that only cellular-enabled iPads possess GPS capability. By confirming that your device meets these minimum requirements, you can ensure compatibility and a seamless experience while using our app.
  • Can I transfer the tour to another device or share with my family?
    When it comes to in-app purchases, please note the following information: **Apple App Store:** In-app purchases are linked to your phone's account and are only applicable to the device on which they were made. We do not support Family Sharing on the Apple App Store, meaning purchases cannot be shared across multiple devices belonging to different family members. If you update, upgrade, or replace your iPhone, you can restore your purchases by selecting the "Restore" option within the app's menu. **Android:** On Android devices, the process is simpler. All you need to do is install the app on your new phone and open it. Your purchases will be automatically restored without any additional steps required. By keeping these guidelines in mind, you can ensure a smooth transition of your in-app purchases when updating or changing your device. If you have purchased a tour online or through a third-party platform (ie Viator, Get Your Guide) we understand that sometimes technical issues can arise. We want to assure you that we're here to help! If you encounter any difficulties with your tour, you can always try it on a different device (use the same code).
  • Does it work for both Apple and Android?
    Rest assured, our tours are compatible with both iPhones and Android devices. However, when it comes to tablets such as iPads, it's important to note that they need to be GPS-enabled in order to support any GPS-based tours. If you encounter any issues with your device while using our app, it could be due to various factors. For instance, it might be an older model that doesn't support certain features, or you may not have the latest software upgrade installed. To ensure that you have the most up to date operating system (OS) update for your device, follow these steps: **For iPhones:** 1. Open the "Settings" app on your iPhone. 2. Scroll down and tap on "General". 3. Tap on "Software Update". 4. If an update is available, you will see the option to download and install it. Make sure to connect to a stable Wi-Fi network before proceeding. 5. If prompted, enter your passcode and agree to the terms and conditions. 6. Wait for the update to download and install. Your device may restart during this process. 7. Once the update is complete, your iPhone will be running the latest OS version. **For Android phones:** 1. Open the "Settings" app on your Android device. 2. Scroll down and tap on "System" or "About phone". 3. Look for an option like "Software Update", "System Update", or "Software Information". 4. Tap on it to check for updates. 5. If an update is available, follow the on-screen prompts to download and install it. Ensure that your device is connected to a stable Wi-Fi network. 6. The update process may take some time, and your device may restart during the installation. 7. Once the update is complete, your Android device will have the latest OS version. Regularly checking for and installing OS updates helps ensure that your device is equipped with the latest features, security enhancements, and bug fixes. It's recommended to keep your device up to date to maintain optimal performance and compatibility with various apps, including the tour app you are using.
  • Fully charged or powerbank
    GPS usage can indeed consume a significant amount of battery power on your phone. This can be a hindrance especially for older device's that lost battery charge quickly. For driving tours, you can plug it into most vehicles to charge while doing the tour. Walking tours are a bit trickier. To ensure that you have an uninterrupted tour experience, we recommend the following: 1. **Charge your phone:** Before starting the tour, ensure that your phone is fully charged. This will help sustain your battery life throughout the tour. 2. **Optimize battery settings:** Adjust your phone's battery settings to maximize efficiency. This may include enabling battery-saving modes or reducing screen brightness. 3. **Carry a power bank:** If your phone tends to lose battery quickly or if you anticipate a long tour, consider carrying a portable power bank. This will allow you to recharge your phone on-the-go and extend its battery life. 4. **Disable unnecessary features:** Turn off unused apps, Bluetooth, Wi-Fi, or any other features that aren't essential during the tour. This helps conserve battery power. 5. **Use airplane mode selectively:** If you're in an area with poor signal reception, consider switching to airplane mode. This prevents your phone from constantly searching for a network, which can drain the battery. By implementing these suggestions, you can help ensure that your phone remains sufficiently charged throughout the tour and enjoy a seamless experience without interruptions due to battery drainage.
  • I don't remember my Apple ID
    If you need to recover your Apple ID in order to download the app, you can follow these steps: 1. **Visit the Apple Support website:** Open your web browser and go to the Apple Support page (support.apple.com). 2. **Click on "Apple ID":** On the Apple Support page, locate and click on the "Apple ID" option or search for "Apple ID" in the search bar. 3. **Select "Forgot Apple ID":** Look for the "Forgot Apple ID" link or a similar option related to recovering or resetting your Apple ID. 4. **Follow the instructions:** Apple will provide step-by-step instructions to verify your identity and recover your Apple ID. This typically involves answering security questions, entering your email address, or using account recovery options such as two-factor authentication or account recovery key. 5. **Reset your Apple ID password:** Once you've successfully recovered your Apple ID, you may be prompted to reset your password for security purposes. Follow the instructions provided to create a new password. By visiting the Apple Support page and following the instructions, you can recover your Apple ID and regain access to your account, allowing you to download apps from the App Store once again.
  • How do I manually play the audio if it's not triggering automatically?
    This can occasionally happen due to a variety of factors. If you are doing a driving tour by yourself, contact us for a refund. If you're doing a walking tour, or have a passenger who can use the device, you can play the audio manually in the following way: 1) From the map, tap on the icon and again on the title. This brings up the stop description page. 2) Tap the play icon. You can either navigate from stop to stop by repeating the procedure from the map, or tapping 'next' to cycle to the next tour stop.
  • I purchased my tour as an in-app purchase and it won't download
    Experiencing trouble with a tour you've bought as an in-app purchase on the Tripvia Tours app? Here's how to troubleshoot it: First, confirm that your purchase was processed successfully. You can do this by following these links: For Apple Store purchases, verify HERE. For Google Play Store purchases, verify HERE. If your purchase went through successfully but the tour isn't downloading, here's what you can do: 1. **Confirm Download Option:** Ensure that the tour's price icon has transformed into a download icon for the tour you've acquired. 2. **Initiate Download:** Tap on the download button to begin downloading the tour. When the download commences, a progress bar should become visible. If it appears stagnant, it's possible that your internet connection may be slow. Try switching to a faster connection, whether it's Wi-Fi or cellular data. 3. **Seek Help:** If none of these steps resolve your issue, please don't hesitate to get in touch with us. We're ready to assist you via 'Call,' 'Email,' or 'Chat' options available above.
  • What's the refund policy and how to I request one?
    Our cancellation policy, outlined below, is designed to be as fair and flexible as possible: If you encounter any technical difficulties with our app, we guarantee a refund. For tours booked via a third-party platform (such as GetYourGuide, Viator, or Eventbrite), cancellations are allowed up to 24 hours before the scheduled tour date. Please note, however, that we are unable to issue refunds if the cancellation request comes within 24 hours of the purchase, except in cases of technical issues. Request a Refund Your satisfaction with our tours is of utmost importance to us. If for any reason, you're not happy with your tour, we encourage you to share your feedback so we can improve. We also offer a full refund to any customer who experiences technical issues and requests one within 24 hours of purchase. The refund process varies based on where your tour was purchased: **Apple App Store:** Apply for a refund by following this link. **Google Play Store:** Forward your purchase receipt from the Play Store, which should include the order number (usually starting with GPA-XXXXX), to our support email at [email protected] **Viator/Tripadvisor:** Initiate a refund request here Viator **GetYourGuide:** Request a 'Cancellation' by following this link GetYourGuide **Tripvia Tours website and other platforms:** Email us at [email protected] with your name and email you booked with, explaining what issues you experienced and why you'd like a refund. This will help us troubleshoot the problem. Please allow 5 - 7 business days for processing.
  • What quantity should I select at checkout?
    Should you opt for a Driving Tour, a single tour per vehicle is all that's required. One individual can download the tour on their device, connect their phone to the car's audio system, allowing everyone in the car to collectively enjoy the tour. However, if you're planning a Walking Tour, it's advisable to secure one tour for each participant. Some pairs may decide to share a single tour using headphones or by setting their device to speaker mode. While this is perfectly acceptable, keep in mind that ambient street noise might interfere with your listening experience. If you opt to purchase one tour per participant as suggested, you will receive a single password. This password can be used by each individual in your group on their respective phones. For instance, if you book for four people, you will receive one password that can be redeemed four times.
  • How do I access free tours? Why are they free?
    The process is exactly the same, you just don't need an unlock code. Simply navigate to the tour, download and start. Our free tours are created by tourist organizations, cities and towns to promote tourism in their location. They are a great way to get out, explore and discover places you may never have thought about before!
  • When booking through a third party, why are the quantities different between driving and walking tours?
    For a Driving Tour, only one tour is needed per car. You can simply plug your phone into the car's audio system, and everyone in the car can listen to the tour together, sharing the experience. For this reason, we set the pricing to 'per group', so changing the quantity at checkout doesn't affect the price. On the other hand, for a Walking Tour, we recommend booking one tour per person and therefore set the pricing to 'per person' so you have the choice. For example, some couples may choose to share a single tour by using headphones or listening on a speaker. While sharing or using speakers is acceptable, it's important to be aware that street noise can sometimes interfere with the audio quality. When you book or purchase one tour per person in your group, we will provide you with one password that can be used by everyone on their respective phones. For example, if you book for four people, you will receive one password that can be redeemed four times. This approach ensures that each person can fully enjoy and engage with the tour, whether they're driving or walking, and allows for a personalized experience for all participants.
  • Do you offer group discounts?
    We sure do! Contact us via email with the details and we'll provide you with a quote.
  • Do you donate to special events?
    We do! Just send us an email with the event details and we'd be happy to either provide some free tours or create a special event single use discount.
  • Can I buy a tour for someone else as a gift / gift card?
    Yes, we can create a personalized gift card for your special someone. Email us for more information.
  • My travel plans have changed, can I exchange my tour?
    Sure. Just contact us and we can make the switch.
  • Can I postpone or re-book my tour date?
    Yes, however you don't need to contact us first. Your tour is valid forever. If the unlock code isn't working, just contact us to get another one.
  • How long is my tour valid for?
    Your tour is not restricted to a single use! You can enjoy it infinitely and replay it as often as you desire. Feel free to sample it at home too, utilize it across numerous days and revisit the experience once you return home.
  • Do I have to do the tour all at once? Can I take breaks?
    Absolutely! The beauty of our self-guided tour is that you have complete freedom and flexibility in how you experience it. There are no restrictions or fixed schedules to adhere to. You can start the tour whenever it suits you best. Feel free to take breaks whenever you desire, whether it's for lunch, to capture memorable photos, or simply to soak in the surroundings. You have the freedom to spend as much time as you wish at each stop along the tour. If you prefer, you can split the tour into multiple segments. You can explore half of it today and save the rest for another time. The tour is designed to accommodate your preferences and travel plans. Embrace the independence of the self-guided tour, knowing that you have the freedom to tailor the experience to your own pace and preferences.
  • Can I split the tour up over multiple days?
    Certainly! The beauty of a self-guided audio tour is that it provides you with the flexibility to explore at your own pace and according to your schedule. If you are unable to complete the entire tour in one go, you can simply pause the audio and resume at a later time. Whenever you need to take a break, just pause the audio, and when you're ready to continue, you can easily pick up right where you left off. This flexibility allows you to tailor the tour to your preferences and accommodate other activities or obligations during your day. The self-guided tour app empowers you to create your own itinerary and adapt it based on your needs. Enjoy the freedom to explore the tour at a pace that suits you best, ensuring a personalized and enjoyable experience.
  • What is an 'tour code' and how does it work?
    When you purchase a tour from an online travel platform such as TripAdvisor, Get Your Guide, Viator, Expedia, or directly from our website, you will receive a confirmation email containing instructions and a link to download the Tripvia Tours app. Your booking will also generate a unique tour code, which you can retrieve by entering your email address in the 'Get Code' page. To begin your tour experience, simply enter the provided tour code on the tour page within the app. This will grant you access to download the specific tour you have purchased. We strive to make the process of accessing and enjoying your tour as convenient as possible. If you encounter any issues or have questions about the download process, please don't hesitate to reach out to our support team. We're here to assist you and ensure that you have a seamless and enjoyable tour experience.
  • I didn't get instructions or a password?
    I didn't get instructions or an unlock code: In most cases, your confirmation email and password should reach you within minutes of your booking. If it's lost in the internet abyss, you can get going without it by following these steps: 1) Download the app - https://www.tripvia.tours/get-app 2) Get your unlock code - https://www.tripvia.tours/code 3) Open Tripvia Tours app 4) Select your tour 5) Enter the unlock code 6) Follow the tutorial to learn how the app works App Indicates Invalid Password: Ensure you have downloaded the correct app. The code won't be recognized by other apps like Viator or GetYourGuide. Also, make sure you are using the password provided by Tripvia Tours and not the PIN from GetYourGuide or the booking confirmation code from Viator. Lastly, be mindful to enter the password exactly as given, without any spaces. If you've carefully followed all these steps yet face issues, don't hesitate to reach out to us 📞 📱 Call or text us at 1-866-874-7842 📧 Email us at [email protected]
  • I purchased a bundle or pack of tours, do I use the same code for all tours?
    Yes. Your unique code will grant you access to all tours included in that bundle.
  • The audio doesn't seem to match my location
    **Experiencing GPS Inaccuracy? Switch to Manual Mode:** At times, your actual location (indicated by the blue dot) might not align with your GPS location due to factors like adverse weather, tunnels, or towering structures. Note that lack of a cellular signal doesn't affect the GPS operation. If you suspect your GPS location is inaccurate, compare it to your location on Apple Maps or Google Maps. If these applications show an accurate location but the Tripvia Tours app doesn't, try closing and reopening the app. If necessary, restart your device. If your location remains inaccurate, or even if the mapping apps are also displaying an incorrect location, you may switch to manual mode to use the tour. You can do this in two ways: 1. Navigate to the "List" page and choose a specific stop. 2. From the "Map" view, tap on the stop's circle, followed by the stop's name. Press the play button to start the audio. If needed, you can manually navigate between tour stops using the left/right buttons to play the previous or next story.
  • Where do I start?
    The tour begins at the first stop, the icon with the '1'. Usually it's a different colour than the rest of the icons. You can find this using the 'Map' icon. Use two fingers to zoom in or out in order to find the first tour stop. To get turn-by-turn directions, tap on the icon and then again on the directions icon (right turn arrow inside a diamond). When you arrive, you'll automatically hear the audio as you get close. Please note that for driving tours, you'll want to take a look at the route direction first to make sure the turn-by-turn directions have you going the correct way (or you'll need to turn around when you get there).
  • Do I have to follow the route?
    No, but it's suggested that you do. For driving tours that can be completed in either direction, it's less important as the audio will generally not build upon itself. You can take a detour for example and miss a few stops without it impacting much of the tour. You can even listen to the stops manually later if you like. For driving tours that have a set route, or walking tours, it's highly recommended to follow the route. The audio will include turn by turn directions to get from one tour stop to the next, as well as discuss future points of interest that build upon each other.
  • The starting point is not near me, can I start mid-way?
    If none of the designated starting points for the tour are conveniently located near you, we have some suggestions for you based on the type of route: 1. **For Loop Routes:** If the tour follows a loop route, you can choose to start from the nearest point along the route. Keep in mind that by doing so, you will be joining the tour part-way through. However, you will still be able to enjoy the majority of the tour and experience the highlights. 2. **For Non-loop Routes:** In the case of non-loop routes, it's recommended you start from the beginning, however you have the flexibility to start from anywhere. For example, if you're doing a non-looping driving tour and would need to backtrack to get to the start, you can always just listen to the stops you would miss and navigate to the closest point of interest. Keep in mind you will miss some of the tour doing this. You can navigate to the closest point of interest by tapping on the icon from the map, then the directions icon (right turn arrow in diamond). We understand that everyone's starting point may vary, and we aim to provide you with the flexibility to adapt the tour to your specific needs and preferences. By following these guidelines, you can embark on the tour from a convenient location and enjoy the immersive experience that awaits you.
  • Will the tour work backwards or in both directions?
    Many of our driving tours offer travel in both directions. Do not worry if the icon numbers are in reverse order. You have the option to select the entrance or starting point that best suits your preference. Once you've decided on the entrance you plan to use, you can follow the tour route from that point onwards. The app will guide you along the designated route, providing the relevant stories and information as you progress. For walking tours, and driving tours that suggest a specific order of travel, it's best to stick with the suggested route as they include audio directions which will not make sense.
  • Will the app or tour give me directions as I go?
    Most of our tours do include turn by turn directions in the audio, with some exceptions. Walking Tours: we are in the process of updating our walking tours to include turn by turn directions, however some older tours do not include this in the audio. However, you can get turn by turn directions by simply tapping on the next tour stop, and again on the 'directions' icon (right turn arrow inside diamond). You can also simply navigate with the live map showing your location in relation to the next stop. Driving Tours: Many of our tours are located on highways or interstates between popular destinations that do not have turns. For example, our tour from Vancouver to Whistler is on the same road, the Sea to Sky Highway. If there are no turns required, there won't be any directions. However, if there is a turn required (or something to note navigation wise), the audio will include it. Our driving tour navigation can be summed up the following way: if you don't hear any directions, keep going straight!
  • Is there a specific speed I need to drive?
    To maintain synchronization between the audio content and tour stops, it is important to follow the recommended speed limits. However, we understand that the flow of traffic may sometimes dictate a slight variation in speed. If the flow of traffic allows, you have the flexibility to go up to 10 km/h or 5 mph over the posted speed limit. Please note that exceeding this limit significantly increases the risk of audio interruptions. If you go substantially over the recommended speed limit, there is a higher possibility that the audio for the next stop may interrupt the current stop's narration. This can disrupt the flow and continuity of the tour experience. For the best audio experience, we encourage you to drive within the recommended speed limits whenever possible. By doing so, you can enjoy uninterrupted narration at each tour stop, enhancing the overall quality and coherence of the tour. Remember, safety should always be your top priority, and it is essential to adhere to local traffic laws and regulations. By striking a balance between adapting to traffic conditions and respecting the recommended speed limits, you can have an enjoyable and seamless tour experience.
  • Why is my location not accurate?
    At times, the location displayed by the GPS on your device may not accurately represent your actual location. This can occur due to various factors such as inclement weather, tunnels, or tall buildings, which can affect GPS accuracy. It's important to note that the lack of a cellular signal does not impact GPS functionality. To check the accuracy of your GPS, you can verify your location using mapping applications like Apple Maps or Google Maps. If the blue dot on these maps accurately represents your position, you can try resolving the issue with the Tripvia Tours app by closing it completely and reopening it. If the problem persists, restarting your phone may help resolve any temporary GPS inconsistencies. If the GPS issue continues or if Apple Maps or Google Maps also display an incorrect location, you can play the audio manually by following these steps: 1) From the map, tap on the icon and again on the title. This brings up the stop description page. 2) Tap the play icon. You can either navigate from stop to stop by repeating the procedure from the map, or tapping 'next' to cycle to the next tour stop. For Samsung Ultra S Series phone users, we are aware of GPS-related issues specific to these device models. Please note that these problems are attributed to hardware limitations within Samsung Ultra S Series phones and are not directly related to our app. We apologize for any inconvenience caused and recommend reaching out to the phone manufacturer for further assistance regarding the GPS concerns on these devices.
  • What personal information do you collect and what is it used for?
    We only collect your email address, which we use to verify tour purchases and also to provide you with relevant updates and information about our offerings. We understand the importance of privacy and want to assure you that we handle your information with the utmost care and security. By providing your email address during the tour purchase process, you consent to us using it for communication purposes. We may occasionally send you marketing emails with tour recommendations, special promotions, or relevant news. However, we respect your preferences, and you have full control over your email subscription. If you wish to have your email address removed from our marketing list or if you would like us to delete your email address from our records entirely, simply send us an email with your request. We will promptly process your request and ensure that your email address is removed as per your preference. Furthermore, every marketing email you receive from us includes an unsubscribe link, allowing you to easily opt out of future marketing communications. Should you choose to unsubscribe, you will no longer receive promotional emails from us. Your privacy is important to us, and we strive to maintain a transparent and respectful approach to the use of your email address. Feel free to reach out to us if you have any concerns or questions regarding our email practices.
  • Are tours available in other languages?
    Currently we only offer our tours in English. We are exploring cost efficient ways of recording and offering tours in other languages.
  • Are the tours family friendly? Are there any age restrictions?
    Our self-guided audio tours have been meticulously crafted to ensure they are family-friendly and suitable for all ages. We have taken great care in writing the tour content to provide an engaging and educational experience for everyone. In addition to the family-friendly content, we have also designed our app to be user-friendly for all ages. We even have a kids animal sculpture tour, where the animals come to life! You don't need to worry about pressing any buttons once you start. The tour will automatically progress based on your location, making it easy and convenient to follow along. Our tours provide a route line and stop numbers to guide you through the tour. This ensures that anyone, from schoolchildren to grandparents, can confidently navigate and enjoy the tour experience. Please note that while the majority of our tours are family-friendly, we do offer some haunted tours that may include adult content. For these specific tours, it will be clearly indicated in the tour overview, allowing you to make an informed decision based on your preferences.
  • Visual, auditory, or mobility impairments
    Our tours are designed to cater to various preferences and accessibility needs. We offer comprehensive audio narration for those who prefer listening, as well as script text for those who prefer reading. Please note that individuals with mobility impairments should assess the suitability of our tours based on their personal circumstances and consult accessibility resources. While we aim to provide information about difficulty levels, it is important for users to independently evaluate the tour's compatibility with their specific mobility needs.

Help Guide & Frequently Asked Questions

bottom of page