Need help?

Did something go wrong in your app? Let's fix it. We're here to help! If none of the hacks below work, please search for help at a redemption location or contact support. Sales points are not authorized to provide support regarding the app.
copenhagen card need help

Please check the following: 

  • Do you have internet access?
  • Do you have the latest version of the Copenhagen Card app and phone software
  • Close and restart the app
  • Have you written the right order reference number? Sometimes a 0 can look like an O etc.
  • Check your order confirmation - you are not able to redeem a physical cards' voucher number in the app. 

If none of these steps work, check the FAQ below or contact support. 

Q:
Activation: I accidently activated my card. What should I do?
A:

Dont worry. Please contact our support team via copenhagencard@woco.dk and give us your reference number and the number of the activated card. We will help you cancel the card. 

Q:
Activation: When is the digital card activated?
A:

As soon as you push the button "Activate card" and swipe activate. You do not activate your card when you redeem you order number. 

 

Q:
Purchase: Can't buy a Copenhagen Card in app
A:

Check the following: 

  • Do you have internet access?
  • Do you have the latest version of the Copenhagen Card app and phone sofware
  • Close and restart the app
  • It's not all credit cards we accept - we acccept VISA, Mastercard and Maestro. Try another card and see if it works.
  • If you are still experiencing problems. Try to buy a digital Copenhagen Card via our website www.copenhagencard.com

 

Q:
Redemption: When I try to redeem my card it says "Something went wrong"
A:

Sometimes, the digital card won't redeem. Here are some things to try: 

  • Do you have internet access?
  • Have you written the order reference correctly? Check if you have written the right numbers and letters. Sometimes a 0 can look like an O etc.
  • Check your order confirmation. Are you sure that you have booked a digital card and not a physical card? In the digital card’s order confirmation, it says;” To activate your Digital Copenhagen Card, you just need to go to "My cards" in the App and tap the "Activate" button…” If you have bought a physical card, then you will get the option to download a voucher. Note that, If you have bought a physical and not a digital card it is not possible to redeem the voucher number.
  • Check if you have the latest version of the Copenhagen Card App and phone sofware
  • Close and restart the App

If none of the hacks above work please search help at a redemption location or contact support. Sales points are not authorized to provide support regarding the App.

Q:
Redemption: When I try to redeem my card it says that it is already redeemed
A:
  • Try to go to “Explore City Guide” >” Menu” >” My cards” – The card could already be stored in the App.
Q:
Transfer: I can't transfer my Copenhagen Card
A:
  • If you want to transfer a card to a friend, you can only do it once. .  
  • If you stay in a group and you go to attractions together then it won’t be a problem to have multiple cards on one phone
  • To transfer, go to “My cards”, tap “Transfer card” and follow the instructions below. After that, your friend goes to “Menu” in his/hers App and go to “receive card”. Then a QR code will Appear. Scan the QR code and confirm the transfer

1. Transfer Card

1. Transfer card

2. Scan card

2. Scan card

3. Friend: Receive card

Receive card

 

Q:
Other issues: I have bought all the cards in one order, can I keep all the cards on one phone?
A:

Yes, it is no problem if you’re travelling in a group and you don't separate. If you are planning on separating on your trip and you have already purchased the cards, you can transfer one card at a time to another smartphone. 

NB! You can transfer a card one time only. 

For further help report the issue to our support team on copenhagencard@woco.dk. Tell us what happened and don't forget to include your reference number, device ID (iOS or android) and version of the App (find it in App info in the Menu).