Customer support

Email us — we read every message.

The fastest way to reach us is at [email protected]. We typically respond within 1–2 business days. For tour-access issues during your trip, email with URGENT in the subject and we'll prioritize.

Lost access to a tour you bought?

If you've cleared cookies, switched browsers, or moved to a new device, you can restore access by requesting a recovery email. We'll send a one-time link to the email address you used at checkout.

Email [email protected] with the email you used at checkout, and we'll send the recovery link directly.

Refund requests

Refunds are handled case-by-case under our refund policy. Email [email protected] with the email used at checkout and a brief description of why you'd like a refund.

Tour didn't trigger at the right spot

Audio narrations are triggered by your device's GPS. A few things to check:

• Location permissions are enabled in your browser/device settings
• You're outdoors, with clear line of sight to open sky (GPS struggles indoors and in deep alleys)
• You're at the actual narration point, not a nearby viewpoint

If a specific site is consistently not triggering, send us the tour name and the site name and we'll investigate.

Audio won't play

• Try refreshing the page
• Check that your device is not in silent mode
• Tap the play button on the audio player at the bottom of the screen — your browser may require a tap before playing audio for the first time
• Check that your browser allows autoplay for traviis.ai

If audio still won't play, email us with the device and browser you're using and we'll help you troubleshoot.

Other questions

Anything else, just email [email protected].