First-Level Support Guide
This guide provides ready-to-use assistance for common challenges travelers face when using the Tour Guide App. Use these templates when responding to your travelers' support requests.
🔍 Issue Identification
The traveler is unable to install or open the app? → 1. Device Compatibility
The traveler cannot download the guidebook? → 2. Download Problems
The traveler has navigation issues? → 3. Navigation Issues
This guide does not address the traveler's issue? → 4. Escalate to GUIBO
1. Device Compatibility
Problem: If travelers report they cannot install the app or fail to open it for the first time (before attempting to download any guidebook) it is likely that the device is too old and does not fulfill the minimum requirements:
Minimum smartphone requirements:
iOS: Requires iOS 16 or newer
Android: Requires Android 11 or newer
For detailed information, click here.
Thank you for contacting us about the issues you're experiencing with our Tour Guide App. Based on the information you've provided, we've identified that your device may not meet the minimum system requirements needed to run the app properly.
Why the travel app may not work on some older smartphones
We understand that it can be disappointing when a technical solution like our travel app doesn’t work as expected on your device. Please allow us to explain the reason behind this.
To provide you with the best possible experience – including offline maps, up-to-date route guidance, and relevant trip information – the app relies on modern technologies that are regularly updated. Older smartphones or tablets may not be compatible with some of these functions, especially if the operating system is no longer supported by the device manufacturer.
Specifically:
For Apple devices, the app requires iOS 16 or newer.
For Android devices, the app requires Android 11 or newer.
We understand that this may cause inconvenience. To ensure that you still have everything you need for your journey, we are pleased to offer the following alternatives:
A PDF version of your travel documents (roadbook) is available for download and can be used without the app.
You can also download GPX files of your route, which can be imported into external navigation devices (e.g. Garmin device).
We sincerely appreciate your understanding and are here to support you in making your trip as smooth and enjoyable as possible.
Wishing you a wonderful journey!
2. Download Problems
Problem: The download is never complete.
We understand you're experiencing difficulties downloading your travel guidebook. Please try the following solutions:
Improve your internet connection • Connect to a strong, stable WiFi network • Hotel WiFi can be unreliable • As an alternative, try using mobile data if you have a good signal
Check your device storage • Guidebooks contain offline maps requiring 500MB-1GB of free space • For iOS: Go to Settings → General → iPhone Storage • For Android: Go to Settings → Storage • Delete unnecessary apps, photos, or videos to free up space
Keep app in the foreground while downloading • Keep the app open in the foreground while downloading • Ensure your screen stays on during the download • Don't switch to other apps during the download process
Reset the app (if above steps don't work) • Remove the app completely from your device • Restart your device • Reinstall the app from the App Store/Google Play • Try downloading the guidebook again
Please reply to this email if you still encounter problems after trying these steps. Include:
Which steps you've already attempted
Any error messages you've received
Your device model and operating system version
We're committed to ensuring you have all the information you need for your journey.
Include this section only for white-label app users
Use the GUIBO App from the App store (last resort) If you continue to experience difficulties with our branded app, you can: • Download the official "GUIBO" app from the App Store/Google Play • This will give you access to identical travel content • When prompted, enter:
Operator ID: [YOUR_OPERATOR_ID]
Download Code: [DOWNLOAD_CODE]
3. Navigation Issues
Problem: If travelers can download the guidebook but experience navigation problems:
We understand you're experiencing difficulties while navigating with our Tour Guide App. Please try the following solutions:
Please check your technical settings:
Open your guidebook
Scroll down to "Service" section
Tap on "Technical Support"
Tap "Check technical settings"
Carefully follow the instructions
Follow the onscreen instructions to ensure all permissions and settings are correctly configured. The most common issues are:
Location permissions not set to "Always"
Notification permissions turned off
Sound/volume levels too low
Power saving mode interfering with GPS
As a last step, check the advice under "Further Information".
4. Escalate to GUIBO
If the issue persists and you need to escalate to GUIBO support, please provide the following information to help us resolve your issue:
Screenshot of the error or problem screen
Your device model and operating system version
Your download code
Steps you've already taken to try resolving the issueYou can find your device information and download code in the app under: Service → Technical Support
Last updated