If a tour you've bought isn't showing in your Library, one of the following is usually the cause.

You're signed into a different account

This is the most common reason. If you purchased on the website and signed into the app using a different method – for example, buying with an email and password but signing into the app with Sign in with Apple – the app won't have access to your purchase.

Check which email address is linked to your account by going to Settings in the app. On the website, you can check at voicemap.me/users/edit. Sign in with Apple email addresses end with @privaterelay.appleid.com.

Sign out and sign back in using the same method you used when you made the purchase. If you need help, see How do I change my email address? and How do I reset my password?

You booked through Viator or TripAdvisor and haven't redeemed your code yet

Purchases through OTAs aren't linked to your VoiceMap account automatically. You'll need to redeem your code or booking reference to add the tour to your library. Follow the steps in Redeem a tour code in the VoiceMap app, or see I didn't receive my code from Viator or TripAdvisor if you can't find your code.

Your in-app purchase didn't go through

Occasionally a payment made through the App Store or Google Play isn't validated by our servers, usually due to a connection issue. If you've been charged but the tour isn't in your Library, email us your receipt and the name of the tour at:

[email protected]

We'll add it to your library manually. During European business hours we reply within minutes; outside of those hours you won't wait more than 12 hours.

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Last updated: May 2026 by Ren