Mobile Pass FAQ'S

If you have an Android phone do the following to save app to your home screen:

1. Open your pass on your phone. You must be using the Chrome browser (not Firefox, DuckDuckGo or an alternative browser).
2. Click on the 3 dots in the right top or bottom corner (…) of browser window.
3. When clicked, a window pops up (may need to scroll down) where you’ll select “Add to Home screen” or “Install”.
4. Confirm and it’ll be added.
5. Our app icon will now appear on your homescreen where you can find it quickly.

The Mobile Pass Demo videos will walk you through everything. We recommend that all users watch this…choose your city below:

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• Charleston Tour Pass Demo
• Savannah TourPass Demo
• St. Augustine Tour Pass Demo

HOW TO ACTIVATE YOUR PASS: 

On the homescreen of your pass simply click the “Step 1) Choose Activation Date” button and follow the prompts.

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HOW TO CHANGE ACTIVATION DATE AFTER IT HAS BEEN ACTIVATED:

If no reservations have been made, you can change the activation date yourself. click on the “change activation date” link under the date…see below: 

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CHANGING ACTIVATION AFTER RESERVATIONS HAVE BEEN MADE: 

Please contact us and we can manually update for you.

That all depends on how many days your purchased.

• The number of featured tours is for the entirety of your pass duration…not per day. 
• Visit as many standard you wish 1x for the number of day pass purchased.
• See chart below:

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RESERVATION OR BOOKING INSTRUCTIONS:

• You can only make reservations for some Featured Tours….not all require reservations.
• At the top of each tour detail page you will see “Booking Arrival Instructions”. READ THIS…and follow directions.
• Some tours have automated reservations and others do not. Please follow these detailed booking instructions.
• Note: If there is not a “See Available Times” button then the reservation is not automated

If reservation is automated you will click the blue “See Available Times” button and go to the next screen.

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Select the date you’d like to tour, how many people are doing this tour and then click “See Available Times” button:

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On the next screen you choose which tour time you’d like and then choose “Select this Time” button.

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Ensure on the next screen that you choose the “Confirm and Book” button:

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Your are now booked! Within second you’ll also receive both email and text booking and arrival confirmations:

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Visually confirm the booking by going back to your homescreen:

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All done….make another booking or wait until you’re ready.

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STILL CONFUSED? HERE’S A VIDEO DEMONSTRATION MAKING A RESERVATION AS WELL:

https://youtu.be/hHWcSrQkFts?t=100

On the day your pass is active a green “Vendor Checkin” button will appear in the top right corner.

To check-in to a Standard Attraction:

1.) Present your mobile pass at the ticket counter, they will click on the Vendor Check-in button: 

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2.) Next, each Vendor has a unique 3-digit code they will enter: 

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3.) They will select how many adults/ children are present on your pass: 

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4.) The check-in will then be represented on your home screen: 

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That’s it!

Tours take place rain or shine in most cases unless cancelled by the tour operator in which case you’ll be allowed to reschedule or choose another tour.

• You can cancel or reschedule most Featured Tours within 48-hours of the tour departure time. If you are attempting to cancel inside of this window, it may not be possible. This would be the case even if you booked the tour directly from the operator.
• To see individual tour reschedule or cancellation policies, visit the corresponding tour detail page within your pass (it’s near the bottom).
• No shows will not be allowed to reschedule by any tour company.
• No cash value will be transferred or monetarily refunded for cancelled tours. You can reschedule if allowed or choose another featured tour.
• Tour Pass has no authority to directly cancel tours. These policies are set by the tour vendors.
• Send us a text if you have questions

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NON-AUTOMATED TOUR RESCHEDULES OR CANCELLATIONS: 

If you did not use the automated reservation to initially reserve the tour and had to call…then you also will have to call to cancel. Here are the steps to having this tour removed from you pass: 

1. Call tour operator (number is given on your pass). Call and ask for a cancellation or reschedule. 
2. If they allow then please send us a text message (843) 410-2577 and we can update your pass (We’ll need your Pass ID number). 
3. To expediate the cancellation, forward us the email cancellation confirmation (if they send) to: info@tourpass.com

AUTOMATED TOUR RESCHEDULES OR CANCELLATIONS:

For some tours you can cancel or reschedule automatically (see below).

• View your homescreen. If the tour has a “reschedule information” link…click on the link. 

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We cancelled the tour in this example. If you were to reschedule then just follow the prompts to choose a new date and time.

If your tour was cancelled and they sent you a cancellation email, please forward the email to send us a text screenshot with the following information. We will then remove it from your pass once validated:

• Your name
• Your 6-digit Pass ID Number (can be found on homescreen of your pass)
• Email info@tourpass.com
• Text us at: (843) 410-2577

• FOR MULTI-DAY PASSES (2, 3, 4 or 5-day passes):

  • Your pass is good for the number of days purchased (2, 3, 4 or 5-days). You will have 10-day window after activation to use your number of days purchased.
  • Days don’t have to be used consecutively.
  • Your pass is not valid for 10-days…only the number of days you purchased! You have a 10-day window to use your 2, 3, 4 or 5-day pass after activation, not a 10-day pass
    • For example: Purchased a 2-day pass. Use it Monday…can skip a few days and then use it on Wednesday. Inactive days won’t activate unless reservations or check-ins have been made.
  • Visits for everything must occur during your active days. Purchase a 2-day pass, all Featured and Standard/Walk-in attractions must be visited within 2-days.

• Days are counted as a calendar day and not per 24-hour period.
• It’s best to begin your day in the morning.
• If you check-in or make reservations on a particular day, that day will be active. If you do not then that day will not activate.

To upgrade your pass by adding more days or people please visit your homescreen of our app on your phone and click the “upgrade” button. 

To upgrade, the cost is simply the difference between the upgraded days or people versus what you currently paid for. There are no other upgrade fees.

Once payment is confirmed, refresh your pass and changes will be reflected.

1.) It’s easy…on the home-screen, click the “Share Your Pass” button, enter their 10-digit number (no dashed in number) and hit send. They will receive a text message with the pass link. 

2.) You can also have them visit the app stores, search “Tour Pass”, download the app and then enter your Pass ID. 

Open the app and then click on the menu in the top left….then click on the “Switch to a different TourPass” option, enter the other Pass ID and that’s it.

REFUND POLICY depends on which pass type was purchased. See below for more info.

MAX PASS POLICY (If you purchase a day pass (1, 2, 3, 4 or 5 days):

• We have a 30-day risk-free refund period after purchase. Once reservations have been made we are unable to refund.
• Trip Protection can be purchased for a nominal fee (5% of total amount) on the check-out page that extends the refund duration period to 1-year after purchase.
• All refunds must be submitted via the form on this page
• There is a 3% cancellation fee charged for all refunded passes. For additional refund info visit this link below
• TOUR PASS REFUND POLICY

SELECT PASS POLICY: 

• Once your pass is activated and a visit (or check-in) is made we do not refund. All sales are final. 
• If you have not used or visited any selections then we will allow a refund minus a 3% cancellation fee.

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TERMS OF USE + PRIVACY + COOKIE POLICY

Privacy Policy | Terms of Use

No. TourPass doesn’t include transportation to tours, however if you’re in a city that has a paid Hop Off Hop Off Trolley bus (Savannah and St. Augustine), then yes, if you select one of those tours as a Featured Tour. In Charleston you can ride the free DASH Trolley throughout the historic district. In all cities, if traveling outside of the historic district you’ll need to arrange transportation via Uber, Lyft or by driving.

• Charleston Free Historic District Trolley (DASH Trolley): view map
• Savannah Free Trolley (Dot Trolley: view map
• Savannah narrated Hop On Hop off via Old Town Trolley Tours (Feature Tour): view map
• St. Augustine narrated Hop On Hop Off via Old Town Trolley Tours (Feature Tour): view map

On the app you can view all tour times and availabilities by doing the following: 

1. Activate your pass for when you plan on visiting.
2. Visit the Feature Tour page on the app, select any tour and then click the “See Available Times” button. 
3. For Standard Tours you can visit anytime they are open – just show your pass upon arrival.
4. To search all tours at once, visit this page on our website and search the date you’d like to tour: https://tourpass.com/aggregator/

In the app, click on the “More” button in the bottom right corner of the app and select “Parking & Restrooms” which will show you where parking garages are located along with a google map link

TEXT SUPPORT

We prefer text support since it’s the fastest. If you text us please include the following so we can find your pass:

• Your name
• Pass ID (can be found on homescreen of your pass)
• Click here to send us a text

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PHONE SUPPORT

You can call us during business hours 9 am – 5 pm EST Monday – Friday at (843) 410-2577. If we don’t answer then please send us a text.

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EMAIL SUPPORT

info@tourpass.com