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Bookings and payments

If a charge appears on your payment account but the booking is not confirmed, do not pay again. Refresh the booking's payment status and contact support with its reference. Pending refunds may require verification with the payment provider.

For cancellation or changes to a visit, check your booking and contact the venue. Contact support if an unresolved booking, refund or access change prevents account deletion.

Subscriptions and renewals

Customers can stop membership renewal in the venue website’s My passes & gifts area. Business administrators can manage their SmartAlong subscription in Payments & plans. Cancelling future renewals leaves the current paid period available. For a pending charge or refund, contact support with the invoice reference and do not pay again.

Door access

Access is available only for a confirmed, paid booking during its reserved time, after access has been provisioned. If a door does not open, contact the venue directly for on-site help and send SmartAlong the booking reference and the time of the failed attempt. A request with an unknown result is not proof that a door opened.

Example bookings show simulated payments and access. They do not charge money or open a physical door.

Accounts and data

Customers can delete their SmartAlong Customer account here. If you cannot sign in, or you are a business administrator, email an account and data deletion request. Business account requests may require verification of your authority and resolution of outstanding transactions.