Tourism Richmond Experience Passports FAQs

Wondering how the experience passports work? Take a look at our roundup of frequently asked questions about the passports.

DO I HAVE TO DOWNLOAD AN APP?

No—you do not need to download an app from the App Store or Google Play. All you need to do is visit the respective passports landing page and click on the “Download Now” button. You will be redirected to a sign up page; fill in all the required fields to receive your mobile passport.

A link to your customized passport will be sent as both a text message and email to you. You can save the link to your phone’s home screen—click here to find out now. 

CAN I USE MY COMPUTER TO ACCESS THE PASSPORTS?

The experience passports are mobile-exclusive apps. This means you will receive the best user experience on a mobile phone, and it is highly recommended you use a smart phone to access the passport.

DO I NEED INTERNET CONNECTION TO USE THE PASSPORT?

Yes—you will require internet connection to access the passport.

HOW DO I CHECK-IN?

Depending on which passport you are using, you will either be prompted to check-in with a PIN, or by your location. 

HOW DO I CHECK-IN AT A LOCATION CHECK-IN?

You will need to be at the specified location to check-in and allow the mobile passport to access your location details on your phone. The check-in button will only work if you are at the correct location.

CAN I ENTER IN THE 4-DIGIT PIN MYSELF, OR DOES A STAFF MEMBER HAVE TO ASSIST ME?

For public health and safety measures, we recommend you enter the 4-digit PIN directly into your mobile phone. If you are on the Big Red Scavenger Hunt, you will find the 4-digit PIN when you answer the question correctly.

I WASN’T GIVEN A 4-DIGIT PIN, IS THAT OKAY?

A 4-digit PIN is required to redeem an offer or check-in at a location. This is also how we keep track of your eligibility and progress for each prize draw. If you did not receive a PIN, we recommend you ask a staff member for it. 

MY PASSPORT IS NOT LOADING, OR DOESN’T WORK. WHO CAN I CONTACT?

Please email support@bandwango.com or phone 888.921.5333 if you are having technical difficulties.