Frequently Asked Questions
1. I can't download my tour
To access your self-guided audio experience, please follow these steps:
Step 1: Download the Vidi Guides app
Step 2: Sign in / Sign up
Step 3: Enter your unique code sent to your email
Step 4: Download the audio guide and enjoy the tour!
In order to download your tour, you need to be connected to data / WiFi with a good connection. Once the app and tour is installed, you do not require data / WiFi to listen to it, and you can listen to the tour anytime!
2. My tickets aren't valid for entry
Please check if you've purchased a self-guided audio tour only, which will be indicated in the product's page where you purchased it from.
In case you purchased a self-guided audio tour only, you'll be able to purchase the entrance tickets on the site you're visiting.
3. I booked the wrong date
Our tours are self-guided and available to listen to whenever is most convenient for you. Once you download it onto your smartphone, it's there forever!
Please check the opening times of the site you're visiting on its official website, before your travel date. Some of our tours also have recommended times to take them.
4. I'd like to change the language of my tour
At the moment, our tours are available only in English. We’re still a small team, so we want to focus on creating great experiences in English at first, and hopefully we can move to other languages very soon!
5. I couldn't find my tour guide or bus
Vidi Guides provides self-guided tours, and unfortunately doesn’t offer the bus tour or in-person guide services, as those are managed by a different company.
To receive more information about the City Sightseeing buses, please contact directly the company that arranges this service: customer@city-sightseeing.com
6. The map of my tour isn't working
Upon downloading your tour on the Vidi Guides app, you will find photos, videos and an indicative map which you can follow.
If you’re having trouble downloading your tour, we recommend you delete the app completely, re-downloading it and logging in again.
Please remember to accept sharing your location whilst using the app, and that your smartphone is connected to 4G, 5G or good Wi-Fi.
7. Where do I start my tour?
Upon downloading your audio tour guide, kindly check its starting address, which will be indicated in the map on the app.
If you’re listening to an audio tour pack, you may start with whichever audio guide you prefer, and therefore, the starting address will depend on which tour you decide to listen to first.
8. My app keeps crashing
If your app is crashing, we recommend you delete the app completely, re-downloading it and logging in again. Please remember to accept sharing your location whilst using the app, and that your smartphone is connected to 4G, 5G or good Wi-Fi.
Once the app and tour is installed, you do not require data/wifi to listen to it and you can listen to the tour anytime!
9. How can I leave a review?
To leave a review, simply go to the platform you purchased your audio guide from, and you can submit your feedback there.
As a thank you for reviewing us, we'd love to offer a free Vidi Guide tour of your choosing. Just send us an email at info@vidiguides.com with a screenshot of your review, and whichever free tour you'd like to receive.
We will send across an access link to your free tour shortly after!
10. I would like to speak to a representative
If you have any issues or questions, please follow this link: