We use a Travel Itinerary App for our self-guided trips to provide you with all the information you need for a smooth and enjoyable experience. The app gives you access to detailed, day-by-day itinerary information, including route descriptions, maps, accommodation details, and useful travel tips — all in one convenient place, and accessible even when you’re offline. It’s designed to help you feel confident and well-prepared throughout your adventure. Below, we’ve outlined some common questions and issues that may come up when using the app, along with simple solutions to help you get started.
I haven’t received my login yet – when should I expect it?
You’ll receive your login details 100 days before your trekking trip starts, usually after your full balance has been paid. If your trip is further in the future or your balance hasn’t been settled yet, your login won’t be generated just yet.
I forgot my password — how can I log in?
Your password is your order number, which is shown on your booking confirmation and any of our official payment-related emails. If you’re having trouble finding it, feel free to get in touch and we’ll resend it to you.
I’ve received my login email, but I can’t log in.
If you’ve received your login details but can’t log in yet, don’t worry. This can happen if you’re booked on more than one trip with us, and your trekking trip isn’t the first one in your travel calendar. The system may have sent your login email based on the earliest trip. Your login will start working automatically once your itinerary becomes available. You’ll gain access to your full itinerary in the app 100 days before your trekking trip begins.
If you’re travelling in a group, also see the information below — it might explain your situation.
I’m travelling with other people — will we all have separate logins?
Not always. If you’re travelling with others (even when you’re on separate bookings with different order numbers but part of the same booking group), you may receive the same login credentials. Make sure everyone in your group checks their inbox — and don’t forget to check your spam or junk folder for the email from us. If you can’t find anything, just let us know and we’ll make sure you get access.
Some stages or points are missing from my map — what should I do?
If you can’t see part of your itinerary or certain stages on the map, don’t worry — they’re almost certainly there. This usually happens when two points or icons are located very close together, and one may be hidden beneath the other when you’re zoomed out. Simply zoom in on the map, and the missing stage or marker should appear clearly.
Check out our How to Use the App guide
For more guidance on how to make the most of the app during your trek, take a look at our How to Use the App journals:
Tour du Mont Blanc: How To Use Our Itinerary App
Alta Via 1: How To Use Our Itinerary App
Haute Route: How To Use Our Itinerary App
They’ll walk you through navigation tips, features, and what to expect day-to-day on the trail.
Still having trouble?
If you’re experiencing issues accessing the app, or haven’t received your login, feel free to contact us — we’re happy to help. To speed things up, please also send us a screenshot of the issue and let us know how you’re accessing the app — whether through the mobile app or via a browser (and if so, which browser you’re using, e.g. Chrome, Safari, Firefox, etc.). This information helps us troubleshoot more effectively and get things resolved quickly.
