You can find the answers to the most common questions below. Still need help? Contact us.

Orders

I’m having trouble finding a guide on timetomomo.com

This could have several different causes. The guide you’re looking for might be sold-out, or temporarily out of stock. For more information about a specific product, contact our customer service.

Where can I find the pdf of my route?

After purchasing a pdf, it will automatically be loaded into ‘My account’, and become available in ‘My orders’. You can find the pdf of your route under ‘My pdf-downloads’. Your pdf downloads are automatically loaded into your personal account, so that you always have the latest version of the walk. When you download the pdf, it will be updated in real time

Where can I find the pdf of my route?

After purchasing a pdf, it will automatically be loaded into ‘My account’, and become available in ‘My orders’. You can find the pdf of your route under ‘My pdf-downloads’. Your pdf downloads are automatically loaded into your personal account, so that you always have the latest version of the walk. When you download the pdf, it will be updated in real time.

Shipping & delivery

When can I expect my order to arrive?

We aim to deliver all orders as quickly as possible. Digital products (apps, route pdfs) become available immediately.

Can I track my order?

Unfortunately we do not offer online order tracking at this time.

Payments

Which payment methods can I use?

We accept the following payment methods: iDeal, Maestro, Mastercard, and VISA. To ensure your online payment is handled securely, all time to momo webshop payments are handled by MultiSafepay.

I ordered a guide in your webshop with my credit card, but received an error message (001). Did my payment and/or order go through?

Most likely the IP-address (country) of your computer differs from the address (country) your credit card is registered to. If you receive an error message, your payment is probably still pending in our system, and we need to approve it manually.  Please contact us via email

I received a promo code for a free product. How can I use it?

If you have a discount code or promotional code for a free product, you can apply it by placing an order in our webshop. Add the product of your choice to your shopping basket and proceed to checkout. You will have the option to apply your code both in the shopping basket and during checkout. Your discount will immediately be applied to your total.

Returns

How can I return my order?

We take great care in assuring your order from our time to momo webshop is delivered on time and to your complete satisfaction. However, if for any reason our product does not meet your expectations, please refer to our return policy to see how you can return your order. Note: digital products as pdf or apps cannot be returned.

Free map app

I haven’t received my confirmation email.

If you completed the registration process for the app, but haven’t received a confirmation email, make sure to check your junk mail or spam folder. Please note: the confirmation email is sent out by GuideWriters, they are listed as the sender of the email.

I’m having issues logging in to the app.

If you’re unable to log in to the app, make sure you fill out all the fields manually. Do not use Autofill.
Please note: your login for the app is separate from your login on the website, and you will need to set up a separate account for each. Of course you can choose to use the same login information for both accounts.

The time to momo app isn’t working.

Unfortunately the app sometimes malfunctions. If you cannot get it to work properly, you can try the following two solutions:

  • Close the app by shutting it down, and try reopening it
  • If this doesn’t work, try removing and reinstalling the app. First, delete the app from your smartphone. Power down your phone completely, then restart it and download the app again.

Can I download the time to momo app when I’m overseas?

You can download the time to momo app wherever you are, as long as you are connected to the internet.

I purchased a Moonwalk city guide and am eligible for a free time to momo mapapp. But when I try to download it, I need to pay for it.

First, open the time to momo travel app. In the time to momo app select ‘Map app’ from the drop-down menu. Here you can download the destination of your choice for free. You do not need a code, and you will not be charged for it.

Where can I find the code for my free time to momo map app download?

You don’t need a code to download the time to momo map app. You can find the free time to momo app in the app store. When you have downloaded the app, go to time to momo All Guides and click on ‘Free map app’. You can download the listings for a destination of your choice here for free.

Free route pdf

I’m eligible for a free route. How can I download this?

There are 2 ways to download your free route:

  1. If you have received a code to download a free route, you can select a route of your choice in our webshop, and place it in your shopping basket. During checkout, submit your code, and your route will be available free of charge. You can find the pdf of your route in ‘My account’ under ‘My pdf-downloads’. From here, you can download and print the route, or display it on your phone or tablet as a pdf file.

or:

  1. If you register for an account, you will automatically receive a code for a free route. You can find this code at the top of your screen, under ‘My account’, and in the confirmation email after you have completed your registration. Go to the webshop, select a route of your choice, and place it in your shopping basket. During checkout, submit your code, and your route will be available free of charge. You can find the pdf of your route in ‘My account’ under ‘My pdf-downloads’. From here, you can download and print the route, or display it on your phone or tablet as a pdf file.

Why do I need to register for an account if I want to download a free route?

The route you are receiving is a digital product, that is placed in your personal account. This route is placed here, so that it can always be updated in real time as soon as it is downloaded. This way, you are ensured of having the latest version of the route with all the listings completely up to date.

Travel guide app (paid version)

I haven’t received my confirmation email.

If you completed the registration process for the app, but haven’t received a confirmation email, make sure to check your junk mail or spam folder. Please note: the confirmation email is sent out by GuideWriters, they are listed as the sender of the email.

If you can’t find the confirmation email in your junk mail or spam folder, then close the app by shutting it down, and open it again. Sometimes the system gets stuck. Shutting down and reopening the app will prompt the system to send out the confirmation email.

I’m having issues logging in to the app.

If you’re unable to log in to the app, make sure you fill out all the fields manually. Do not use Autofill.

Please note: your login for the app is separate from your login on the website, and you will need to set up a separate account for each. Of course you can choose to use the same login information for both accounts.

The time to momo travel guide in the app isn’t working.

Unfortunately the app sometimes malfunctions. If you cannot get it to work properly, you can try the following two solutions:

  • Close the app by shutting it down, and try reopening it
  • If this doesn’t work, try removing and reinstalling the app. First, delete the app from your smartphone. Power down your phone completely, then restart it and download the app again.

I can’t find the guide I’m looking for in the time to momo app.

If the language of your smartphone is set to English, the time to momo Travel app will only display the English-language guides.

Can I download the time to momo app when I’m overseas?

You can download the time to momo app wherever you are, as long as you are connected to the internet.

I’m experiencing ongoing issues with the app and would like a refund.

Occasionally there are issues that can cause an app to malfunction on a specific phone. If this happens, you can apply for a refund. Depending on how you purchased the app, you can use one of the following three methods:

  • If you purchased the app in the iTunes store, you will have been charged by Apple. Click here to apply for a refund from iTunes.
  • If you purchased the app in the Google Play Store, you will have been charged by Google. Click here to apply for a refund.
  • If you purchased the app in our webshop, contact our customer service. Make sure you include your order number.