Guide-ID Client Support

Customer Support Service

Open from monday through Friday from 08:40 AM till 05:00 PM (CET, Amsterdam)

Contact us

Frequently Asked Questions - FAQ

  • My subscription has ended. How can I return my audio guide equipment?

    If you need to return your equipment, please follow these steps:

    1. Contact our customer support team through email or phone.
    2. Our team will guide you on the return process, including the address to return the audio guide.
    3. Please ensure the audio guide is securely packaged, and consider using a trackable shipping method.

  • I found a Podcatcher audio guide. What should I do?

    In case of finding a lost podcatcher, please send it back home (at no cost) to the following address:


    Guide-ID

    Antwoordnummer 156

    7400 VB Deventer

    The Netherlands

  • Can I upgrade my subscription?

    Yes, you can change your audio guide subscription. Below we show you the easy steps to follow:

    1. Contact our sales team to discuss your desired plan change.
    2. Provide your account information and the new plan you would like to switch to.
    3. Our team will guide you through the process, including any pricing adjustments or contract terms related to the plan change.

  • What is your policy on damaged or faulty audio guide equipment?

    Communicate to our customer support team what the problem might be and how to fix it. If your equipment is damaged, directly contact our customer support team. Provide details about the issue, and we will guide you on the next steps, which may include troubleshooting assistance, or a replacement, depending on the situation.

  • How can I contact your customer support team?

    You can reach our customer support team by:

    • Email: helpdesk@guide-id.com
    • Phone: +31 (0)570 572 202

    They can assist you during the following hours:

    • Monday to Friday: 8:30 am to 5:00 pm (CET, Amsterdam)
    • Saturday and Sunday: Closed

    Please keep in mind that response times may vary, but we strive to address your questions as quickly as possible.


    If you have any emergencies during weekends, reach us via WhatsApp at +31638072466 - 08.30 AM until 05.00 PM (CET, Amsterdam). We will respond to your emergency within 3 hours.

Emergencies

In case of emergencies during weekends, you can reach us via WhatsApp at +31638072466 - 08:30 AM until 05:00 PM (CET, Amsterdam). We will respond to your emergency within 3 hours. An emergency would be out-of-use Podcatchers so visitors cannot use the audio tour, or when the Podcatcher Platform is not available).

*If we cannot be reached by telephone, during opening hours, your call will be forwarded to our telephone service. Your message will then be passed on to our employees to follow up. Your email will be read during our opening hours and responded to, accordingly within one day. If we cannot be reached by email, you will receive an out of office message with instructions.