Key Re-Activate Support

If you have lost access to your device, fill in the form below to reset your activation key so it can be used on a new device.

Note: Each key can only be re-activated once.

City Guide Pass is committed to providing you with the smoothest experience throughout your journey. However, we understand that unexpected issues may occasionally occur with the Web App, such as losing your session or an invalid activation key (Key Pass).

I. COMMON CAUSES OF KEY PASS ERRORS

  • Network Error: Entering your Key Pass while on a weak or unstable internet connection (Wi-Fi / 3G / 4G) may prevent the system from registering your device session properly.
  • User Operation Error: Failing to complete the required "Add to Home Screen" step before entering your key. Using the Web App directly in a standard browser (Safari, Chrome, etc.) may cause your Key Pass to be lost if you close the browser tab or clear your browsing history/cache.

II. RE-ACTIVATION POLICY

  • Support Entitlement: Each valid purchased Key Pass is eligible for re-activation ONE (01) TIME ONLY during its validity period.
  • Eligibility Condition: The Key Pass must still be within its valid period (e.g., within 24 hours for a 1-Day Pass, or 72 hours for a 3-Day Pass, from the first activation).
  • Ineligible Cases: If a Key Pass has already been re-activated once, all further re-activation requests will be automatically declined regardless of the reason. You will need to purchase a new Key Pass to continue using the service.

III. HOW TO REQUEST A KEY PASS RE-ACTIVATION

  • Step 1: Visit: cityguidepass.com
  • Step 2: Provide your verification details: Order ID or purchase email, the affected Key Pass code, and any screenshots or videos of the error (if available).
  • Step 3: The system will verify your request automatically. If eligible (no prior re-activation), your Key Pass will be reset within 10–20 minutes.

IV. IMPORTANT TIPS TO AVOID LOSING YOUR KEY PASS AGAIN

After a successful re-activation, you MUST follow these two steps carefully:

  • Add to Home Screen (Required): Open the app link in your browser, tap the menu icon → select "Add to Home Screen". Always open the app from your home screen icon before entering your Key Pass.
  • Check Your Network Connection: Ensure your phone is connected to a stable Wi-Fi or strong 4G network before tapping "Activate".