Questions travelers ask

Short questions, straight answers. If yours is not here, your tour company is the right first call — the trip on your phone is theirs.

Will it work on the mountain, with no signal?

Yes. Everything you read in the app — itinerary, hotels, flights, emergency numbers — was saved on your phone when you joined. No screen needs a signal to open. The small "Updated" pill at the top tells you when your phone last checked for changes, so you always know how fresh your copy is. More in Using the app offline.

The itinerary looks wrong. Who do I tell?

Your tour company — the itinerary is written by them, not by Cordelle. First, though, tap the "Updated" pill (or pull down on the screen) with internet on, in case a newer version simply has not arrived yet. If it is still wrong, call your tour company or tell your guide; when they correct it, everyone's app updates.

Will the app drain my battery?

No more than reading anything else on your phone. Unless you have chosen trip sharing, the app does nothing while it is closed — it reads from the copy of the trip already saved on your phone. If you do choose to share your location for your whole trip, your phone sends a position about every 15 minutes while you are on the move, which is a very light touch and built to go easy on your battery.

Is my location being tracked?

No. Location sharing is off unless you turn it on yourself, it runs for a limited time, and it switches itself off. When you do share, your guide sees single positions with a time stamp — not a live track — and positions are deleted after 30 days at most. Nothing is sent while the app is closed unless you chose trip sharing, which you set up yourself, can see on your phone the whole time, and can stop with one tap. The full, careful explanation is in Location sharing.

The app says my code is not valid.

Three things to check: that you typed all 6 characters exactly as they appear on your email or slip; that your phone has internet (joining is the one step that needs it); and that you are not reading a character as 0, O, 1, or I — codes never contain those four, so it must be something else. If it still fails, call your tour company for a fresh code.

Do I need an account or a password?

No. There is nothing to sign up for, and nothing to forget. The 6-character code is the only key, and you enter it once per phone.

Does the app cost anything? Will it use my roaming data?

The app is free — it comes with your trip. After the first download it works with no data at all. When you are on hotel Wi-Fi it quietly checks for updates and new messages; the amounts involved are tiny.

I missed a notification. Is the message gone?

No. Every message your guide sends is kept in the Inbox tab for the whole trip, with a badge showing how many you have not read. Notifications are only a doorbell; the Inbox is the record. See Notifications.

Can I tell my guide I am running late?

Yes, with one tap. While your trip is under way, the Today screen has three buttons under Let your guide know: On my way, Running late, and Sitting this one out. Tap one and your guide sees it beside your name for the next 12 hours; your tour company's office can see it too. Nothing else is sent with it — the buttons are three fixed choices, not a message — so if you need to say more, call your guide from the Emergency page. It works with no signal: the app keeps your tap and sends it when you are back online.

Can I write to the other people on my trip?

Only if your tour company has turned on the Group tab for your trip. It is a text-only group for everyone on the trip, your guide included; your guide can remove a message, and you can report or block. Your guide's own announcements still arrive in the Inbox, and the group is not for anything urgent — call your guide for that. If there is no Group tab, your tour company has not turned it on. See The group.

Can my guide or other travelers see my packing list?

No. Your packing ticks are saved on your phone and nowhere else — the same goes for the room number you can note on the Hotels page. Nobody else can see either.

How do I get the hotel Wi-Fi password?

It is in the app when your tour company has provided it: open the Info tab, tap Hotels, and look under your hotel. There is a copy button next to the password so you do not have to retype it.

What happens if I press the SOS button by mistake?

Probably nothing — the Emergency page asks "Send your location to your guide now?" first, and Not now cancels it. If you did confirm it, your guide simply receives your position once. Tell them it was a slip and that is the end of it.

I am getting a new phone before the trip. What do I do?

Install the app on the new phone and enter the same code again — the whole trip comes back. Keep the welcome email or paper slip so the code is easy to find. Details in Moving to a new phone.