This may occur for several reasons: 

Your language was not added in the app settings. To fix this, add your language in the izi.TRAVEL app settings: Menu -> Settings -> Language -> Add language. If you're mainly interested in your own tours, move your language to the top (Menu -> Settings -> Language -> Edit). Afterward, go to Menu -> Explore and refresh the list of tours by pulling down. 

The tour doesn't exist in your language. izi.TRAVEL is an open platform where authors create and decide which languages their guides are available in. If you like a guide, you can leave a comment asking the author to make it available in your language. Alternatively, you’re welcome to create your own guided tour.

First, check if the guide is in the downloaded list and remove it. If you have an iPhone, go to the Profile tab, then to the Settings section, and click on the Clear cache button. If this doesn't help, try reinstalling the application

Audio files require processing on the platform, and due to this, they may not become available immediately.

Requests for the removal of 'bad' reviews can be sent to support@izi.travel. Please provide the link to the izi.TRAVEL website page where the reviews are found, the date of the review(s) to be removed, and the nature of your complaint.

Russian internet providers may block access to international resources arbitrarily, without explanation or prior notice. Unfortunately, as the platform provider, we are unable to resolve such issues directly. We kindly ask that you contact your internet provider to inquire whether they can unblock access to the izi.TRAVEL platform. Another option as of now is to download tours using WIFI and play the tours offline (user can start the tour from offline menu).

Kindly email support@izi.travel to report corrections, errors, or inappropriate tour content.

Yes, you can use the same account to log into both the app and the website. However, please note that creators and resellers have separate login accounts for accessing the Creator CMS or Reseller Portal on the website. These accounts cannot be used to log into the app.

Creating your audio guide is simple on the izi.TRAVEL platform. Simply register for free on izi.TRAVEL CMS platform as creator. After registering, you can create and publish your audio guide on izi platform.

Make sure that you have used the same login account in the app. You should then be able to see the tours that you purchased in the account inside My Tours. If you don’t see, please close the app and login again.

The subscription is renewed automatically. 
If you want to cancel the subscription, you must do so at least 24 hours before the next payment.

Subscription cancellation depends on the way it has been initiated. The platform izi.TRAVEL supports three ways of initiating the subscription. 
A. On Android phone. 
The subscription is linked to the user's Google account and must be managed in Google Play app on the phone in the Subscriptions section. Google Play refund policy. 

B. On iPhone or iPad. 
The subscription is linked to the user's Apple Id and must be managed according to these instructions: here is the link to Apple help. How to cancel a subscription on iPhone. 

C. On izi.TRAVEL website. 
The subscription is linked to user's account on izi.TRAVEL platform and must be managed at Login to izi.TRAVEL.

All purchases in the izi.TRAVEL app are made via Google or Apple, and each purchase is confirmed by email. Verify if you received this email. If yes, send it to support@izi.travel. Sharing more information about the purchased tour will also help them resolve the issue.

The inability to purchase excursions for users in Russia is unfortunately blocked by google and apple store as per their policy. 
However, to help our Russian users, we have made a provision to purchase through the webshop. 
Please follow the steps below: 
1. Click: https://izi.travel/user/login?destination=/cart
2. Login with your izi.travel user account. If no account yet, create one account. 3. Check the currency suggested for the purchase. Yookassa payments for Russian users is only available if the payment is in Russian roubles. You may change the default currency in your user profile. 
4. Purchase the excursions you need. You can choose Yookassa payment method and pay using Russian card in rubles 
5. Your purchased tours are linked to your login email 
6. Open the app and login using the same email account 
7. All purchased tours will appear inside My Tours

All in-app purchases are made through Google or Apple. Questions about payment methods available for a specific Google/Apple account are best directed to those companies' support teams.

You need to be signed in to your izi.TRAVEL account using the same user name to see your purchased or downloaded tours. Some times this happens due to session logout as well. Try sign out and sign in.

Purchases are associated with your Apple ID. Make sure that you are using the same Apple account on both devices. Afterward, use the in-app purchase recovery feature.

This must be done manually with the Apple account. The content can be shared between family members and the account(s) must be combined as a family.

If you have purchased tours before and reinstalled the app or switched to a new phone, follow the steps below to restore your purchases. 

🟢 For Android (Google Play Store) 
To restore your purchased tours: 
Make sure you are signed in to the same Google account in the Google Play Store that you used to buy the tour(s). 
Install or open the app on your new or reset Android device. 
The app will automatically restore your previous purchases if the same account is detected. 
🔒 Note: If you're signed in with a different Google account, your previous purchases will not be restored. 

🍎 For iOS (Apple App Store) 
To restore your purchased tours: 
Ensure you're signed in to the same Apple ID in the App Store that you used to purchase the tour(s). 
Install or open the app on your new iPhone or iPad. 
The app will automatically restore your previous purchases if the same Apple ID is in use. 
🔐 This works only for non-consumable purchases (e.g., tours you buy once). Consumables cannot be restored. 

⚠️ Important 
You must be signed in to the same store account (Google Play or Apple ID) that you used at the time of purchase. 
Purchases cannot be transferred between platforms. 
For example, if you bought a tour on Android, it cannot be restored on an iPhone, and vice versa.

Attraction tickets are sold by third party ticket aggregators like Tiqets and Viator. izi identifies the attraction or city you are interested in and helps you get tickets. User is not charged any fee for this service.

Special Offers that you see under partner subscription are very specific to partner promotion. It is provided by the partner to their customer upon subscription. It could be a discount on paid tours by way of tour coupons. Write to us if your partner tells you that the subscription comes with a coupon to redeem.

In the app, go to User Preferences -> Playback speed. You can increase or decrease it there.

iPhone does not use Google Maps but Apple Maps, so the walking route may not be the same as on the Android phone or on the website.

Yes. You can download the specific tour and play stories one after another.

The maximum number of tours that can be downloaded simultaneously for offline usage is 10.

The passcode mode allows a city tour, museum guide, or specific object to be visible only to someone who knows a passcode. You configure the passcode in the app (Settings -> Passcode), and then the guide will become visible. You can use this option to test your tour before making it available to everyone. It's recommended to use only letters and digits without spaces in the passcode. You can find out how to set a passcode in their CMS, on iPhone, and on Android via the provided links.

Only one itinerary can be made. Please take premium for up to 10 itineraries.

10 emails for personal use

If the tour is free, you can add its attractions to your itinerary. If it’s a paid tour, you’ll need to purchase or redeem it first, and make sure it appears under 'My Tours' before you can add attractions.

Partner subscription requires the promo code to be received from the partner.

You need to contact the partner. Click the help icon (?) in the top right corner of their page. Their contact details are listed in the partner help section.

Please check if the partner promotion is still active and whether the redeem code is valid. The code might have already been used by you or someone else. Close the app, restart it, and try again. If the code is valid but the issue continues, contact support@izi.travel for assistance.