This guide provides ready-to-use solutions for common Tour Guide App issues. Use these templates when responding to your travelers' support requests.
🔍 Issue Identification
Is the traveler unable to install the app? → 1. Device Compatibility
Is the traveler unable to download the guidebook? → 2. Download Problems
Is the traveler experiencing navigation issues? → 3. Navigation Issues
1. Device Compatibility
If travelers report they cannot install the app or it's not functioning properly on their device:
Key Requirements:
iOS: Requires iOS 16 or newer
Android: Requires a relatively recent version (see complete requirements)
For detailed information including a communication template for your travelers, .
2. Download Problems
Problem: Download Fails or Is Too Slow
Check these common causes:
Poor Internet Connection
Please ensure you're connected to a stable WiFi network. Hotel WiFi can sometimes be unreliable - consider trying a different location or using mobile data if available.
Insufficient Storage Space
Our guidebooks contain offline maps which require adequate storage space. Please check your device storage:- iOS: Settings → General → iPhone Storage- Android: Settings → StorageYou may need to free up 500MB-1GB for successful download.
App Moving to Background
It's important to keep the app open while downloading. If the screen turns off or you switch to another app, the download may fail.1. Start the download2. Keep your screen on3. Don't switch to other apps4. Keep the device plugged in if possible
Problem: Persistent Download Issues
Reset App Process:
If you're still experiencing problems, please try the following steps:1. Completely remove the app from your device2. Restart your device3. Reinstall the app from the App Store/Google Play4. Try downloading the guidebook againIf the problem persists, please let me know and we'll provide alternative options.
Last Resort: GUIBO App Alternative
If the traveler is using a white-label app and experiencing persistent issues:
As a last resort, you can use the official GUIBO app instead:1. Download "GUIBO" from the App Store/Google Play2. Enter your Operator ID: [YOUR_OPERATOR_ID]3. Enter your Download Code: [DOWNLOAD_CODE]This should allow you to access all your travel content with the same functionality.
3. Navigation Issues
If travelers can download the guidebook but experience navigation problems:
Quick Troubleshooting:
For navigation issues, please check your technical settings:
1. Open your guidebook
2. Scroll down to "Service" section
3. Tap on "Technical Support"
4. Tap "Check technical settings
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
For more detailed help, direct travelers to the full Navigation Issues guide which is linked under "Further information" under Technical Settings.
Collecting Information for Escalation
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
Ready-made Responses for Common Scenarios
Intermittent GPS Issues
GPS signal can sometimes be unreliable, especially in certain environments:
- Between tall buildings
- In dense forests
- In deep valleys
- Inside buildings
Try moving to a more open area and wait 30-60 seconds for the GPS to recalibrate. Also, ensure location services are enabled and the app has "Always" permission to access your location.
Battery Drain Concerns
Navigation apps like ours use GPS, which can consume battery more quickly than regular apps. Here are some tips to optimize battery life:
1. Start each day with a fully charged device
2. Carry a power bank for longer routes
3. Lower screen brightness when possible
4. Close other apps running in background
5. Turn off power-intensive features you don't need (like Bluetooth)
6. Consider putting the phone in Low Power Mode when not actively navigating
Map Display Issues
If you're experiencing map display problems:
1. Check your internet connection - initial map loading requires data
2. Ensure you have sufficient storage space
3. Try closing the app completely and reopening it
4. If the problem persists, try downloading the guidebook againRemember that once maps are downloaded, they should work offline during your trip.
