If you have purchased a region, the World Pack or Premium and are not able to access it on one of your devices or are asked to purchase it when trying to download or navigate a Tour, it’s often because you’re logged into the wrong account. 

App

If you don’t see your purchases in the app, please check your settings to see which email address and related User ID you are logged in with:

  1. Tap on the profile icon
  2. Tap on the cogwheel icon on the top right to go to the settings
  3. Under “Profile Info”  you'll see the mail address you used to log into the app as well as your user ID. Please check for typos, wrong signs, missing or extra dots, wrong providers (gmail.de, googlemail.com instead of gmail.com, …) If it's not the address you used when buying your regions or if you find a typo, you need to update your details or switch accounts.
  4. Go back to the app settings overview, scroll all the way down, then tap on "log out".
  5. Now log in again using the correct mail address.

If you forget your password, you can request a temporary one. You should change this temporary password immediately in your profile settings.

To optimize your use of komoot and all its functions, you should log into the same komoot account on all your devices. To delete an obsolete profile, go to the profile settings on our website. Please be very sure that you are logged in to the account you want to delete, double-check the mail address and the user ID. We cannot restore deleted accounts, they are erased permanently. 

Website

If you’re logged in to your account on the website but do not see the same Tours or purchased regions in the app, you may be logged into different komoot accounts on each device. Check the email address and User ID on each device. On the website go to profile settings. At the very bottom of the page you’ll find the unique User ID.

To see which mail address and related User ID you are logged in with on the app, do the following:

  1. Tap on the profile icon
  2. Tap on the cogwheel icon on the top right to go to the settings
  3. Under “Profile Info”  you'll see the mail address you used to log into the app as well as your user ID. 

Please note down both User IDs. If you want to see the same content you see on your PC, log out of the account in the app and sign in using the matching account: 

  1. Go back to the app settings overview, scroll all the way down, then tap on "log out".
  2. Now log in again using the email address you found out on the website.

The content will be synchronized between the devices from now on. Tours you plan on the PC will be transferred to your phone, and Tours recorded on your phone will be available in your account on the website. All your purchases will be available on both devices.

I still cannot access my purchase

Please send an email to our customer support. To find your account in our system, we need the following details about the payment:

App

Android - Google Play Store: If you made the purchase via the Android app (the Play Store), please send the transaction number, which starts with "GPA”. You can find it in the Google payments center. Here is a detailed description of how to do this.

iOS - Apple App Store: If you made the payment via the App Store, you can restore your purchases directly in the komoot app: Tap on Profile > Settings (cogwheel) > "Restore Purchases". Now enter your Apple ID to sign in to the App store. Your purchase will then be restored.

Website

Credit Card: Please send the last four digits of the credit card, the expiry date of your card and the date of the purchase.

Paypal: Please send the transaction ID and your Paypal email address. If the recipient of the PayPal Transaction is not komoot but Google, please refer to the instructions above, for a purchase in the Google Play Store.

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