How can we help?
Most answers are below. If yours isn’t, a real person is a message away.
Contact us
Chat with us
The quickest way to reach us. If you’re signed in, the conversation follows you between the website and the app.
Live chat is run by Crisp and uses a cookie to remember your conversation. Cookie details
Email us
Write from the address on your account so we can find it, and include a trip link or booking reference if it’s about one.
Your account
Signing in, your profile and closing your account.
- I can’t sign in
- Use the same method you signed up with. If you joined with Google or Apple, choose that button rather than typing your email. If a sign-in code hasn’t arrived after a couple of minutes, check your spam folder, then request a new one. Still stuck? Chat with us or email us from the address on your account.
- How do I change my name, username or interests?
- On the web, open Profile; your interests and difficulty are in Settings. In the app, they’re on the You tab and in Settings. Usernames can only be changed once in a while, so the old one can’t be picked up straight away by someone else.
- How do I delete my account?
- On the web, go to Profile and use “Delete my account” in the Danger zone. In the app, open the You tab and choose Delete account. It’s permanent: your trips and everything in them are removed, and if you have Plus, deleting your account cancels it too.
Trips and your crew
Planning, inviting people, public trips and leaving a trip.
- How do I invite people to a trip?
- Open the trip and add people by email from the crew section, as a viewer (can see the plan) or an editor (can change it). They get an email, and the invitation waits for them if they don’t have an account yet.
- What does making a trip public do?
- Anyone with the link can see the plan and packing list, and the trip can appear in Explore so people nearby can find and join it. Costs and the crew list stay private. You can make a trip private again at any time.
- How do I leave a trip?
- If you joined a public trip, open it and choose Leave trip. If you were invited, decline the invitation instead (or ask the organiser to remove you) — an invitation is the organiser’s to manage.
- Something on my plan looks wrong
- Opening hours, photos and reviews come live from Google, and travel times are worked out when you add stops, so they can drift. Pull to refresh in the app, or reopen the trip on the web. If a place is closed or in the wrong spot, tell us in the chat and include the trip link.
Plus and billing
Subscribing, cancelling and payment problems.
- How do I cancel Plus?
- Open Billing and choose to manage your subscription — it opens Stripe’s secure customer portal, where you can cancel. Plus keeps working until the end of the period you’ve already paid for, and won’t renew after that.
- I paid but I don’t have Plus yet
- It usually switches on within a few seconds of payment. Refresh the page, or close and reopen the app. If it still hasn’t after a few minutes, chat with us or email us with the email address on your Stripe receipt and we’ll sort it out.
- Can I get a refund?
- Cancelling stops the next renewal; we don’t refund part of a period. But if something has gone wrong — a double charge, or Plus not working — get in touch anyway. We’d rather fix it than point at the terms.
Hotel bookings
Changing, cancelling or problems with a stay.
- How do I cancel or change a booking?
- Cancellation and changes follow the policy shown on the rate when you booked — it’s also in your confirmation. Chat with us with your booking reference and we’ll help with the hotel and our booking partner.
- There’s a problem at the hotel
- Speak to the hotel first, as they can usually fix things on the spot. If they can’t, contact us with your booking reference and what happened, and we’ll take it up with them.
Privacy and emails
Your data, cookies and the emails we send.
- How do I stop emails?
- Every email has an unsubscribe link at the bottom. You can also choose which emails and notifications you get in Settings, under Notifications. Emails about your own bookings and account still come through.
- Can I get a copy of my data?
- Yes. Email privacy@be-outside.app from the address on your account and we’ll send it to you. Our privacy policy explains what we keep and why.
Looking for the small print? Read our privacy policy, terms and cookie policy.