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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 sofware
  • 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 nothing of the above works, please check our FAQ below. 

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:
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: My Copenhagen Card expires 12 hours before it should
A:
  • Please change the settings for your Date and Time to the correct Time Zone - and then close and restart the app. 
  • If the card still expires at the wrong time, please report the problem to our support. Don't forget to include the reference number and use the same e-mail as you do in the app.  
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 press 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.
  • Do you have the latest version of the Copenhagen Card app and phone sofware
  • Close and restart the app

 

Q:
Redemption: When I try to redeem my card it says that it is already redeemed
A:
  • Try to go to “Explore App” >” 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.
  • Go to “My cards” and push the button “Transfer card”. After that, your friend goes to the “Menu” in his/hers app and go to “receive card”. Then a QR code will Appear. You should then scan the QR code and confirm the transfer.
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 order, please contact customer support and we will help you. 

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).