How can we help you?
Try to find the answer to your question below.
If you need help, we are ready to help by e-mail, online chat or by phone
I have already downloaded the WeGoTrip app, I am asked to enter an order code, where can I find it?
If you made an order on the website or in the WeGoTrip application, then we sent you a link with access to the tour by e-mail or SMS. Just follow this link, the audio tour or ticket will be downloaded into your app.
How to get a tour or a ticket if I made an order on the GetYourGuide or Viator website?
After placing an order for an excursion or a ticket on the GetYourGuide or Viator website, we send an invitation link by email and SMS with access to the excursion or ticket in the WeGoTrip application.

If you have not received this letter, then enter your order number indicated on the GetYourGuide or Viator voucher in the application in the Enter order code field. If the order is confirmed, then the tour or ticket will be downloaded and will be available in the WeGoTrip app.
Is registration required to purchase or receive an in-app tour or ticket?
Yes, registration is required in order to save the history of the audio tour in the app.

Tours and tickets are saved in your account. Therefore, if you uninstall the application and reinstall it, they will be available to you after logging into your profile in the application.
Changing or canceling an order
Can I change or cancel an order?
It depends on the status of the order and the type of tour.

Here are the highlights:
  • If you bought an audio tour without tickets and have not yet downloaded it in the app, then the order can be canceled.
  • If you bought an audio tour with a ticket, then cancellation is possible in cases where your ticket has not yet been generated in the application. The application shows the status of the formation of the ticket.
  • If you bought an audio tour without a ticket and want to take it on another day, then you do not need to contact us. The tour will be available to you at any time after purchase.
  • If you bought an audio tour with a ticket, but want to change the date of its holding, then changing the order is agreed upon individually.
To cancel or change your order, please contact us in any convenient way indicated below.
Can I get a refund if the date of my ticket visit has already passed?
Unfortunately no.
Cancellation or change of the order is possible only in some cases before the date of the visit to the museum or the start of the excursion. But do not be discouraged and contact us, we will try to help you and find alternatives.
Ticket and tours
Is it possible to take the tour without internet access?
Yes. You need to download it once and then you can go through without an Internet connection.
How to get a paid ticket and what to do with a voucher?
There is a difference between a museum ticket and a voucher.
The voucher that you received when ordering an excursion with a ticket on the GetYourGuide, Viator websites is not an entrance ticket to the museum.

The museum entrance ticket is only available on the WeGoTrip app. To receive it, you need to follow the invitation link that we sent you to the e-mail or phone number you specified when ordering by SMS.

If you have not received the invitation link by e-mail or SMS, then enter the order number indicated on the voucher in the WeGoTrip application.
Do I need to print a voucher or ticket?
Usually, you don't need to print your ticket and voucher You can show your e-ticket when you enter the museum.

Only on rare occasions do some museums require printed tickets. This is additionally indicated by information before paying for the order.
What if, upon entering the museum, I was told that the ticket was not valid?
You are most likely showing a voucher, not a ticket. Review the instructions on the voucher for instructions on how to get your ticket. The museum ticket is only available on the WeGoTrip app
Still, have questions or need help?
We are available in English. No endless holds. If you have any questions, please, contact us!
US customers: +1 650 989 9795

General:         +44 208 089 2265