How Can We Help?
Answers for anyone who tapped a tag and opened a Portal: what happened, how to fix it, and who to ask. Short answers, no jargon.
Most asked
- What happens when I tap a tag?Your phone read a small tag in the object and opened the brand’s page in your browser, with no app to download.
- Why does nothing happen when I tap?Usually the phone is asleep, tag reading is off, or a thick case is in the way; fix those and tap again, slowly.
- Do I need an app?No: a Portal opens in your phone’s own browser, so there is nothing to download, now or later.
- Why am I asked to sign in again?Your phone is only remembered in the browser where you agreed to it, so a new phone, a new browser or private browsing asks again.
- Is my ticket on my phone?Yes: your ticket lives in the Portal on your phone, and you open it there at the door, because screenshots stop working.
- How do I get my details deleted?Delete your account yourself from the Portal’s menu, any time; for anything else the brand holds, make a privacy request.
Topics
Tapping
What a tap does, where to hold your phone, and what to do when nothing happens.
Your account
Signing in with an email link, and deleting your details.
Notifications
Turning them on, off, and finding the ones that went missing.
Products
Is it genuine, claiming it, and when someone else already has.
Tickets and doors
Your ticket, screenshots, and what happens at the door.
On the page
Members only, coming soon, and the other messages explained.
Privacy
What a tap records, and who has your details.
Still Stuck?
Tell us what happened. For anything about an order, contact the brand or the shop you bought from.