What should I do if a guide I purchased has not been activated?
(i.e. it doesn’t appear under “My Guides” and it still shows the price, instead of “Purchased”, in “Cities” or “Regions”)
Sometimes, especially if your device has a poor signal, it might happen that a transaction gets processed by the App Store (or Google Play for Android users) but the connection breaks before our servers verify the purchase and activate the guide, adding it to your account.
In case this happens, here’s what you should do:
1) Double check in your Apple/Google account that the purchase has been actually confirmed.
2) If so, -after making sure your device has a strong signal or, even better, is using WiFi- re-open the guides list containing the relevant one and click on it again as if you were to purchase it again.
Click “YES” when asked for confirmation. After that, the store will restore the purchase without charging anything and our servers will activate the guide (which will be then marked as “purchased” and be available to browse).
3) If step 2 fails or you receive an error message from our server, do not hesitate to contact us at
(if you received an error please either make a screenshot of it or copy it and include it in the email).
It is VERY IMPORTANT that you write to us with the same email address you use to login!
Sometimes customers get confused because they use two email addresses and write us complaining that they no longer see their guides. Please use only one address at a time!
Thank you for your understanding.
Sincerely yours
Smart Travelling Team
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