Support

We're real humans — Nana and her small team. Reach out any way that's easiest for you.

Contact us

• Email — gotravelwithnana@gmail.com — best for trip questions, receipts, refunds, and anything that needs a written reply. We answer within 24 hours.
• Instagram — @gotravelwithnana — DM us for quick questions or to see what we're planning.
• TikTok — @gotravelwithnana1

Common questions

How do I cancel a ticket I bought through the app?

Open the event on the Things to Do tab. If you bought a ticket within the last 48 hours, you'll see a red "Cancel & refund" button. Tap it and confirm — Stripe refunds the full amount to your original payment method within 5–10 business days. After 48 hours the cancellation window has closed; email us and we'll do our best, but refunds aren't guaranteed.

I haven't received my quote yet.

We reply within 24 hours of receiving your trip request. If it's been longer, check your spam folder for an email from gotravelwithnana@gmail.com, then email us — we may need a little more info about your dates or travelers.

I was charged but didn't get a receipt.

Stripe emails receipts automatically to the email address on file. Check your inbox and spam for receipts+acct_…@stripe.com. If you still can't find it, email gotravelwithnana@gmail.com with the date and amount and we'll resend it.

I want to delete my account.

Open the app → About tab → scroll to the bottom → Delete account. This permanently removes your account, trip requests, and saved data. Past payment records stay in Stripe per IRS / accounting requirements.

How do group / family trips work?

When you book a trip, you get up to 6 one-time share codes in the Invite sheet. Send a different code to each family member or friend — once they redeem it, they can view the plan and pay their own share through Stripe. Each code can only be used once.

The app is stuck or crashed.

Try these in order: (1) force-quit the app and reopen, (2) make sure you're on the latest version from the App Store, (3) sign out and back in from the About tab, (4) restart your phone. If it still happens, email us with a screenshot and what you were doing when it crashed.

Hours

We read messages every day. Quotes and replies typically arrive within 24 hours; urgent travel-day issues (you're at the airport, your hotel can't find your booking) get same-day attention — text or DM us for fastest response.