How can we help you?
Our warm and dedicated support team is here to help you with a smile. 😊
If you find yourself needing additional support, please feel free to reach out to us at [email protected]
Frequently Asked Questions
Take a look at our Frequently Asked Questions below. They're designed to offer you quick and convenient solutions to common issues.
Access to Experiences and Tickets
Discover how to access your experience in the 'Instructions' section on the confirmation page immediately after purchase. You can also find the same details in the email we've sent you.
Your voucher, along with the ticket for venue access, will be included in the email, containing all the necessary instructions and information.
You should typically receive immediate confirmation via email, which includes details of your purchase and instructions for your experience. Please check your email, including your Spam/Junk folder.
In rare cases, such as with entry tickets, we may need more time, especially if you booked while the venue was closed. If you haven't received ticket confirmation within 24 hours, please contact us at [email protected], and we'll assist you promptly. 😊
To start your city game:
1. Check the 'Instructions' on the confirmation page or in the email we sent you.
2. Download our partner's app or visit their website (according to the instructions) and use the provided code to access the city game you purchased.
3. Follow the in-app or website instructions.
4. Sign in with the same email you used for your purchase.
If you have trouble finding the starting point, ensure your phone's location is on.
After your purchase, follow these steps to play:
1. Check the 'Instructions' on the confirmation page or in the email we sent you.
2. Download our partner's app or visit their website (as per instructions).
3. Use the provided code and your purchase email to log in and access the game.
Once you have access, you'll need the internet to download the game. After that, you can play it offline to save data. Make sure you've downloaded it to avoid using roaming data from your phone.
We are very sorry for the inconvenience you're facing.
Cityfans exclusively offers official tickets, ensuring their validity.
To resolve the issue, please review the instructions in your confirmation email and voucher to ensure the following:
- You are using the correct ticket for the specific location.
- You are trying to the ticket for the correct date and time.
If you still require assistance, please contact our support team at [email protected], and we'll be happy to assist you. 😊
Bookings
We keep it simple and straightforward. You'll find what's included and what's not on each experience page. Take a peek at the 'Highlights' or 'Important Information' section for any extra details – we want to make sure you have all the details for a fantastic experience!
For most experiences, no date and time selection is needed; enjoy them at your convenience unless otherwise specified.
For experiences with timeslots, it's easy! Simply use the calendar to select your preferred date. If you come across unavailable dates in the current month, it could mean they're fully booked or the venue is taking a break.
Usually, you have access to them indefinitely.
When you purchase a city game or audio guide, you can enjoy it indefinitely, unless specific time limits are mentioned in the experience page description.
If you can't select more tickets for a date/time, it's because it's either fully booked or reached the maximum ticket limit. Please, try another date/time.
Payments
You should typically receive immediate confirmation via email, which includes details of your purchase and instructions for your experience. Please check your email, including your Spam/Junk folder.
If you haven't received any communication from us within 30 minutes of your purchase, please contact us at [email protected], and we'll assist you promptly. 😊
You'll receive instant confirmation via email with all your purchase details.
If this option is not sufficient for you, please contact our support team at [email protected], and we'll be happy to assist you. 😊
Cancellations and Refunds
You can cancel and request a refund if:
- You haven't used the access code provided at the time of purchase for the game or audio guide.
To initiate the refund process, simply reach out to us at [email protected]. We'll handle your refund promptly for you. 😊
You can cancel tickets with a date and time up to 48 hours before the access date. Just send us an email at [email protected], and we'll assist you. 😊
Unfortunately, after the 48-hour window before the scheduled time, cancellations are not possible.
If you couldn't use your tickets due to external or extraordinary circumstances, such as the attraction being closed, please request your refund as soon as possible and no later than 2 months after your visit date.
However, if there were no external or extraordinary circumstances involved, we regret that tickets cannot be refunded once the cancellation request deadline has passed.