We write to you at the email address on your file. In general, we contact you for two reasons: because we need something from you, or because the status of your application has changed.
Where the real information lives
Your tracking area is always up to date, whatever has or has not arrived in your inbox. If you are ever unsure, sign in and look rather than waiting for an email.
Nothing important is only in an email. Your authorization, your refusal document and the list of anything missing are all in your tracking area.
If you are not receiving anything
Check your spam and promotions folders. This is by far the most common cause.
Check that the address on your file is the one you actually read. If a colleague or family member booked, messages go to them.
Add our address to your contacts so later messages arrive normally.
If you still receive nothing, contact us and we will check the address we hold and correct it if it is wrong.
We may also contact you on WhatsApp about your file, from our business number, +1 877 713 1179. That is the only number we use. Nobody from our team will ever write to you from a personal number, and we never ask for card details on WhatsApp or anywhere else.
Replying
You can reply to our messages directly and a member of the team will read it. Always mention your file number, especially for a group booking, so we look at the right traveller.
Stopping messages
Messages about your own application are part of the service, and turning them off means missing a request for a document. Once your application is finished, you can unsubscribe from anything else we send.