We want your app experience to be quick and hassle-free, so you can focus on enjoying your trip. If something’s not working with your mobile Pass, try the steps below.
Problems with the QR code
- Using your Pass for the first time? Make sure the app is set up correctly. Follow the steps in your Pass confirmation email, or check out this Help Centre article on how to set up your Pass.
- Update the app. Check your app store to see if there’s a new version available, and download it from there.
- Still not working? Try this quick trick. Tap the home button on your phone to send the app to the background, then switch back to it. This forces the app to reload your QR code.
- Reinstall the app. Uninstalling and reinstalling the app can also help.
The app says you’re offline, but you’re connected to the internet
- Log out of your account in the DiscoverEU Travel App.
- Close the app.
- Restart your device.
- Open the app and log back in.
Make sure you’re on a stable, reliable internet connection while doing this, and turn off any VPN.
Other problems with the app
If your QR code still isn’t showing, or you’re having other technical issues, please contact us here and we’ll look into it. To help our team sort it out quickly, please include the following in your message:
A) Error logging: Open the app, go to “More”, then tap “App settings” in the top right corner and switch on “Error Logging”. If the problem happens again, the app will send any available error information to our system. (See below for more detailed instructions on this.)
B) Device ID(s): Please share the Device ID for every device that’s affected. You’ll find it just below the “Error Logging” switch once it’s turned on. This lets our team find your device in our system and check the error logs.
C) Screenshots, photos or a video: Any screenshots, photos or, even better, a video showing the problem and the steps you took before it happened will really help us. That way we can understand exactly what’s going on and send you instructions or a fix as soon as possible.