Help & FAQ

Everything you need to know about buying and using a BikeGraz sightseeing tour.

How to buy a tour

1
Choose a tour
Visit our sightseeing overview and choose the tour that interests you. Click "Buy tour" to start the purchase.
2
Choose a language
Choose the audio guide language in the purchase form. German, English and Polish are ready to start right away — any other language is prepared automatically and becomes usable from 8:00 am the next day. More on this below.
3
Enter email
Enter the email address you want your access link sent to. You'll need this address later to redeem it – remember it well.
4
Pay securely
You'll be redirected to Stripe – the secure payment provider behind BikeGraz. One-time payment by credit card, no follow-up costs, no subscription.
5
Receive access link
Right after payment you receive a personal access link by email. This link is your ticket – keep the email.
6
Start tour
Open the link from the email on your smartphone. Confirm your email address once – then the tour starts directly in your browser. No app needed.
No account required. You can buy and use a tour without a BikeGraz account – your email address is all you need.

Audio guide language

Our tours are available in 10 languages: German, English, Polish, Italian, Hungarian, Dutch, Czech, Croatian, French and Slovenian. Not all of them are always ready to start immediately.

German, English, Polish — available immediately
These three languages are already fully translated and voiced for every tour. If you buy in one of these languages, you can start right away — just like before.
The remaining 7 languages — on request
Italian, Hungarian, Dutch, Czech, Croatian, French and Slovenian are only created when needed. If you choose one of these languages at purchase, we automatically start translating and voicing the whole tour — your access link will then work from 8:00 am the next day.
Tip: If you're planning a tour in one of these 7 languages, it's best not to buy it right before departure — buy it the evening before at the latest.

Cancel tour

As long as you haven't started your tour yet, you can cancel it yourself at any time – the refund is processed immediately.

  1. Open the purchase confirmation email you received right after your purchase.
  2. Click "Cancel here" at the very bottom.
  3. Confirm the cancellation with one click – done.
If you've already started the tour (confirmed your email and opened the navigation), cancellation is no longer possible.

For direct purchases through our website, the full purchase price is refunded immediately to your original payment method. If you booked via Tripadvisor or Viator, your access with us will be cancelled – but any refund doesn't run through us, it runs directly through Viator: use the cancellation option in your Viator booking confirmation or under "My Bookings" in the Viator app or on viator.com.

No longer have your purchase confirmation email? Get in touch with us – we'll cancel it manually for you. hello@bikegraz.at

Booked via Tripadvisor or Viator?

Enter your booking code from the Tripadvisor confirmation and receive your personal access link immediately.

Redeem Booking Code →
Important: Your access link only becomes active from your travel date booked with Viator. If you open it beforehand, you'll see an info page with the start date – the link stays valid, you don't need to get a new one.

Allow location & motion access – before you start

Smart Navigation follows your position live on the map and automatically triggers narration as soon as you arrive at a stop. For this, your browser needs access to your location — and, for the compass, to your phone's motion sensors as well. Allow both right at the first start, and the tour will then run without further interruptions.

Without location access, the navigation can't show your position or trigger stops automatically – the tour won't work.
iPhone / iPad (Safari)

1. Location

  1. When you start the tour, Safari automatically asks: "Would you like to allow this website to access your location?" – tap "Allow".
  2. Did you accidentally decline: Settings → Privacy & Security → Location Services → tap "Safari Websites" at the bottom → choose "While Using the App".
  3. Also check that "Location Services" is switched on in general at the top of this menu.

2. Motion (for the compass 🧭)

  1. Tap the compass icon 🧭 in the navigation – iOS will then ask once: "Allow access to Motion & Orientation?". Tap "Allow".
  2. If no prompt appears: Settings → Safari → switch on "Motion & Orientation Access" at the bottom, then reload the page and tap the compass icon again.
Android (Chrome)

1. Location

  1. When you start the tour, Chrome automatically asks for your location – tap "Allow".
  2. Did you decline: Tap the lock/info icon on the left of the address bar → "Permissions" → "Location" → "Allow".
  3. Alternatively: Settings → Apps → Chrome → Permissions → Location → "Allow only while using the app". Also check that your phone's location services themselves are switched on (Settings → Location).

2. Motion (for the compass 🧭)

No extra permission needed – on Android, the compass provides direction automatically as soon as location access is allowed.

Problems along the way

The most common situations – and how to solve them quickly.

Taking a photo and returning to navigation
  1. Stop briefly at a safe spot.
  2. Switch to the camera app: tap the Home button (iOS) or swipe up from the bottom (Android).
  3. Take your photo.
  4. Return to the browser: open the app switcher and tap the browser — or tap the browser icon in the taskbar at the bottom.
  5. Navigation continues and your GPS position is up to date. No reload needed.
Audio guide is silent
  • Turn up the volume on your device.
  • On iPhone: check the physical mute switch on the side – it silences browser audio.
  • Tap the speaker icon in the info panel of the current stop – the audio guide restarts immediately.
  • Reload the page: the audio guide will start again automatically at the next stop.
  • If you backgrounded the app: just tap it to bring it back, then reopen the stop.
GPS position not showing

Location and motion access must be allowed for the navigation to work. You'll find the detailed step-by-step instructions for iPhone and Android further up: Allow location & motion access

  • Keep GPS enabled on your device (Settings → Privacy → Location Services).
  • Reload the page – your position will be found automatically.
Important: If your phone doesn't detect your location because permission was denied or set up incorrectly, you're not entitled to a refund — please check location and motion access before you start.
⬇️
Save the map for offline use

When you start Smart Navigation, you'll see "Download map" at the top of the welcome window. Tap it while you still have a signal (e.g. at the starting point) — the map area and route data for the tour are then saved directly on your device.

A progress bar shows how far along it is; once it says "Saved offline" the download is complete. After that, the map, route and location display keep working even without signal — only the recorded audio guide still needs a connection (see below).

Important: the download has to be started before you ride, while you still have a signal. The map can't be loaded afterwards without an internet connection.
Audio guide in offline mode

Without an internet connection, the audio guide uses your browser's built-in speech synthesis – texts are read aloud directly on your device, with no audio file to load.

The upside: it works anywhere, even without a SIM card or Wi-Fi. The downside: the voice sounds synthetic and less natural than the recorded audio guide. For the best audio quality, start the tour with an active data connection.

Tip: Graz offers free city-wide Wi-Fi – freeGRAZwifi. Just connect and enjoy the tour with full audio quality. More info at freegrazwifi.at.
Reopening a stop

On the map you'll see red markers showing the icon of each stop. Tap one of these red markers – the info panel opens immediately, even if you have already visited that stop.

Page crashed or browser closed

No problem. After the first redemption your browser saves an access cookie – you can get straight back in:

  • Open your browser history and tap the tour page again – or
  • Tap the bookmark or home screen shortcut if you saved one.

No new access link needed as long as you use the same browser on the same device.

📲
Add to Home Screen

Am besten installierst du die App direkt nachdem du deine E-Mail-Adresse bestätigt hast — entweder gleich auf der Tour-Seite oder später während der Navigation über das Symbol 📲 in der unteren Button-Leiste. Wichtig: Das Installieren selbst braucht noch Internetverbindung, danach funktioniert die App auch offline.

  • Android/Chrome: an install dialog appears — confirm with "Install".
  • iPhone/iPad (Safari): Über das Teilen-Symbol ⎋ unten in Safari „Zum Home-Bildschirm" wählen.
  • Wichtig: Auf iPhone/iPad funktioniert das nur in Safari, nicht in Chrome oder einem In-App-Browser — auch nicht im Browser, der sich beim Antippen des Links direkt aus der Mail-App öffnet. Öffne den Link im Zweifel zuerst „richtig" in Safari (z. B. über „In Safari öffnen" im Teilen-Menü).

Frequently asked questions

Still have a question?

We're happy to help.

hello@bikegraz.at