If your tickets have not arrived, start with the spam folder, wait ten minutes, then use the Ticket Recovery tool at yourconet.com. If your tickets are not downloading, clear your cache, try a different browser, and use the Ticket Recovery tool. For refunds, submit a request through the dedicated form responses take up to twenty days, and requests are reviewed individually. For any other question, Maia Chat on the Conet Pass website provides an immediate answer, and email support handles more detailed cases within twenty-four to forty-eight hours.
If your Conet Pass tickets have not arrived, cannot be downloaded, or you need assistance with a refund or booking, this guide covers every support channel available, the exact steps to follow in each situation, and what to expect in terms of response times and outcomes.
The four situations this guide Covers
Most support requests fall into one of these four categories:
1. Tickets not received after payment
2. Tickets not downloading or not opening correctly
3. Refund or cancellation request
4. Any other question or issue not covered by the above
Each situation has a specific process. Jump to the section that matches your case.
Situation 1: tickets not received after payment
What to do first
After completing your payment, you will receive two emails: an order confirmation with your booking reference, followed shortly by a second email containing your downloadable digital tickets. In most cases, both arrive within one to five minutes. If you have not received either email after a few minutes, work through these steps before contacting support.
- Step 1: check your spam and junk folders. Email filters frequently redirect booking confirmations and digital tickets. In Gmail, also check the Promotions and Social tabs. In Outlook, check the Junk folder. The email subject contains your booking reference and comes from a Conet Pass address.
- Step 2: wait ten minutes and check again. During high-demand periods, ticket delivery may take slightly longer than usual. The system processes and re-sends tickets automatically every ten minutes if the initial delivery did not go through. In most cases, a short wait resolves the issue without any action on your part.
- Step 3: use the Ticket Recovery tool. If your tickets have not arrived after ten to fifteen minutes and are not in any folder, go to the Conet Pass Ticket Recovery page. Enter the email address you used at checkout, along with your first and last name. You will be able to view and download your tickets directly from there. This tool also works if you entered a typo in your email address at the time of purchase.
- Step 4: contact support. If the Ticket Recovery tool does not resolve the issue, contact Conet Pass support directly. Provide your booking reference number, the email address used for purchase, and a brief description of the problem. Support will manually resend your tickets. Most cases are resolved within a few minutes to a few hours.
Situation 2: tickets not downloading or not opening
What to do if the download fails
If you can access your ticket email but the download link is not working or the file is not opening, try the following steps in order.
- Step 1: wait a moment and try again. Temporary system issues can cause brief download failures. Wait two to three minutes and click the download link again before trying anything else.
- Step 2: clear your browser cache and reload. Cached data can interfere with download links. Clear your browser cookies and cache, then reload the page and try again.
- Step 3: switch to a different browser. If the issue persists, try downloading from a different browser. Chrome, Safari, Firefox and Edge all support the Conet Pass ticket format. If you are on a mobile device, try switching between your browser and the default browser app.
- Step 4: use the Ticket Recovery tool. As with missing tickets, the Ticket Recovery tool allows you to download your tickets independently of the original email link. Log in with the email and name used at purchase and download from your account directly.
- Step 5: contact support. If none of the above works after thirty minutes, contact Conet Pass support with your booking reference. Support will investigate and manually provide your tickets. Resolution typically takes one to two hours in these cases.
Situation 3: refund and cancellation requests
The standard policy
Conet Pass tickets are non-refundable after purchase. This policy is stated in the Terms and Conditions before checkout is completed. The reason for this policy is that your booking reference is generated and your pass is guaranteed at the moment of payment, your ticket does not expire and retains its full value until you choose to use it.
If your travel plans change, your Conet Pass remains valid and can be used on different dates. There is no expiry date tied to the purchase date. The validity period begins only when you first use the pass, not when you buy it.
Requesting a refund under exceptional circumstances
If you believe your situation qualifies for an exception, Conet Pass reviews requests on a case-by-case basis.
- Step 1: go to the refund request form. Visit Refund Request and complete the form in full.
- Step 2: include all required information. Your request must contain: your booking reference number, the email address used at purchase, a clear explanation of your reason for requesting a refund, and any supporting documentation relevant to your case.
- Step 3: submit and wait for a response. Once submitted, your request is reviewed by the Conet Pass support team. You will receive a response within a maximum of twenty days. Refund requests are reviewed individually, and not all requests result in approval. If a refund is approved, it is returned to the original payment method used at purchase.
Support Channels: which one to use
Conet Pass offers several ways to get help, depending on the nature and urgency of your request.
Ticket Recovery tool
Use for: tickets not received, wrong email address entered at checkout, download link not working. Click here. Response: immediate, self-service tool, no waiting required.
Ticket Request form
Use for: cases where the Ticket Recovery tool did not resolve the issue and you need support to manually provide your tickets. Click Tickets Request. Response: support team handles these manually; most cases are resolved within a few hours.
Refund Request form
Use for: requesting a refund under exceptional circumstances. Click here. Response: maximum twenty days. Most requests are reviewed within the first week.
Maia Chat
Use for: general questions, quick clarifications, guidance on how to use your pass, any query that needs an immediate answer. Click here. Response: immediate.
Email support
Use for: complex or detailed cases that require written documentation. Where: contact details are in your booking confirmation email. Response: most enquiries are handled within twenty-four to forty-eight hours.
Key policies to know before contacting support
Tickets are personal and non-transferable. Each Conet Pass is linked to the purchaser and cannot be passed on to, shared with, or used by another person. If you are travelling with others, each member of your group must purchase their own pass.
Validity begins at first use, not at purchase. Your pass does not start counting down when you buy it or when you download it — unless the specific pass you purchased states otherwise. The notice displayed when you download your tickets confirms whether your pass is “valid from first use” or “valid from download”. If nothing is stated, the default is valid from first use.
Your pass does not expire between purchase and activation. Because validity only starts at first use, there is no deadline by which you must activate your pass after purchasing it. If your trip is postponed, your pass retains its full value and can be used whenever you reschedule.
Conet Pass is not liable for external disruptions. Strikes, flight delays, cancellations or other events outside Conet Pass’s control do not automatically qualify for a refund. Passes remain valid for future use in all these cases.
Frequently Asked Questions
I entered the wrong email address when I purchased. Can I still get my tickets?
Yes. Go to the Ticket Recovery tool and enter your name along with the incorrect email address you used. The system can locate your booking and allow you to download your tickets from there. If you cannot recover them this way, contact support with your booking reference.
I completed payment but never received an order confirmation. Was I charged?
Check your bank or card statement to confirm whether the transaction went through. If payment was taken and you received no confirmation at all, use the Ticket Recovery tool first. If your booking does not appear there, contact support with the transaction details from your bank statement. Conet Pass support will locate your order and confirm the status.
Can I use my Conet Pass on a different date from the one I selected during checkout?
Yes, in most cases. The dates entered during purchase are indicative, unless the specific pass you purchased states otherwise. Your pass becomes valid at first use, regardless of the dates entered during checkout. Check your confirmation email for any date-specific restrictions that may apply to your pass.
My refund request was denied. What can I do?
Conet Pass’s standard policy does not allow refunds after purchase. If your request was reviewed and denied, the standard position is that your pass retains its value and can be used when you travel. If you believe your case involves circumstances not properly considered in the initial review, you can reply to the support response with additional documentation. There is no formal appeals process beyond this.
How long does it take for Conet Pass support to respond?
For general enquiries via email, the standard response time is twenty-four to forty-eight hours. For immediate answers, Maia Chat on the Conet Pass website provides real-time assistance. Refund requests have a maximum response window of twenty days, though most are reviewed sooner.
I bought a pass for the wrong city. Can I exchange it?
Conet Pass does not offer exchanges. Because tickets are non-refundable, a pass purchased for the wrong city cannot be swapped for a different one. Contact support to explain the situation — while exchanges are not part of the standard policy, support can advise on the best available option for your specific case.
Are there discounts for children, families or groups?
Conet Pass does not currently offer specific discounted pricing for children, seniors, families or groups. However, in many cities children below a certain age travel free on public transport when accompanied by an adult holding a valid ticket. Check the transport rules for your specific city to confirm the applicable age limit.
