Frequently Asked Questions

ConetPass is a comprehensive travel pass system providing unlimited public transport access and/or guaranteed museum entry across major European cities and select Tuscany attractions.

ConetPass operates in two formats:
• Transport Passes (16 cities): Amsterdam, Barcellona, Berlino, Edimburgo, Helsinki, Lisbona, Milano, Monaco, Napoli, Osaka, Roma, Stoccolma, Tokyo, Torino, Venezia, Vienna
Unlimited metro, tram, bus, and ferry access. Airport shuttle options. Bike sharing credits.
Plus: E-Sim, restaurant guides, attraction discounts
• Attraction Passes (1 destination): Florence. Guaranteed museum and church entry. Skip-the-line access. Plus: Dining credits, tour restaurant, wine guides.

Transport Pass Cities:
• Amsterdam
• Barcelona 
• Berlin 
• Edinburgh 
• Helsinki 
• Lisbon 
• Milan 
• Munich 
• Naples 
• Osaka 
• Rome 
• Stockholm 
• Tokyo
• Turin 
• Venice 
• Vienna 

Attraction Pass Destinations:
•Florence 

All passes are 100% digital with no physical cards required.

Purchasing a ConetPass is simple and quick.
Step-by-step process:
1. Visit ConetPass website
2. Select your city: Choose your destination from the list
3. Choose your pass: Select duration (1-day, 2-day, 3-day, etc.) and options (with/without airport, etc.)
4. Enter details: Provide email and payment information
5. Complete payment: Your booking is confirmed immediately
6. Receive tickets: Digital tickets arrive via email moments after payment

Total time: Approximately 2–3 minutes from start to confirmation.

ConetPass accepts all major payment methods.

Accepted payment options:
Credit cards (Visa, Mastercard, American Express)

All payments are secure and processed immediately.

Your tickets are delivered extremely fast.
Timeline:
1. Immediately: Order confirmation email with booking reference
2. Moments later: Email with downloadable digital tickets
3. Total time: Usually within 1–5 minutes of payment

If you don’t receive tickets:
• Check your spam/junk folder
• Wait 10 minutes and check inbox again
• Our system automatically re-sends tickets if not initially delivered
• System checks every 10 minutes and sends email when ready

Important note: During high-demand periods, slight delays may occur, but you will receive an automatic email as soon as your tickets are ready. If you do not receive the confirmation email, you can retrieve your tickets from the login area by clicking here. You can also access the login area if you entered an incorrect or misspelled email address.

General rule: Each pass specifies its own download policy.

Two scenarios exist:
Scenario 1 – Valid from first use:
• You CAN download tickets before your travel date
• Tickets become active only when you first use them
• Download anytime for convenience
Scenario 2 – Valid from download moment:
• You must download on the same day you plan to use them
• Download earlier and the pass activates immediately
• You should only download on your intended travel date
To check your pass policy:
• A notice appears when you download your tickets
• This notice specifies whether the pass is valid “from download” or “from first use”
• If nothing is specified, it means “valid from first use”

The dates you have to set are the dates you plan to use your tickets.

Key information:
• Unless otherwise specified, public transport tickets become valid from the first use or from the moment of download.
• The date you are asked to select during confirmation is indicative, unless stated otherwise.

ConetPass activation is automatic and instant — no separate activation required.
Activation process

For Transport Passes:
1. Receive digital ticket via email
2. Download PDF or access mobile version
3. Show ticket at first entrance/validation point
4. Pass becomes active immediately upon first use
5. Valid for entire duration (1-day, 2-day, 3-day, etc.)

For Attraction Passes (Florence):
1. Receive digital ticket via email
2. Download or access mobile version
3. Visit your first included attraction
4. Staff activate your full 5-day pass
5. Access all remaining attractions throughout validity

No additional steps required. Your pass starts working the moment you first use it.

If you don’t receive your email after payment, follow these steps:

Step 1: Check spam folder
• Look in your spam, junk, or promotions folder
• Gmail users: Check “Promotions” or “Social” tabs
• Outlook users: Check “Junk” folder

Step 2: Account recovery (if email not found)
• Visit Ticket Recovery
• Enter your email address used for booking
• Enter your first and last name
• Manage your reservation and download tickets

Step 3: Contact support
• If still unable to access tickets, contact ConetPass support
• Provide your booking email and order details
• Support will manually resend your tickets

Timeline: Usually resolved within minutes.

Timing depends on your pass type.

Transport Passes:
• Most can be downloaded anytime
• Download on the same day as use if “valid from download” (check your ticket notice)
• Ideal: Download the morning of your travel date

Attraction Passes (Florence):
• Download on the same day you plan to visit your first attraction
• Staff will activate your full 5-day pass at first entry

General recommendation: Download tickets the morning of your first use for simplicity.

Ticket validity depends on the specific city and pass type. Please refer to your confirmation email for exact details or consult the FAQ section for the relevant city on our website.

Important: Validity commences upon first use, not from the date of purchase.

Every ConetPass includes exclusive tour discounts through special promotions.

To book discounted tours:
Each ConetPass includes a “Special Promotions” section with a unique promocode. Use this code when booking directly on tour operators’ websites to receive discounts up to 25% — the exact percentage varies by tour operator.
Find your promocode in the email titled “Your Pass is Ready” sent after your booking confirmation.

Your ConetPass includes a free E-Sim with 500 MB of preloaded data from Ubigi.

What is an E-Sim?
• Electronic SIM card (no physical card needed)
• Works on compatible phones (iPhone XS+, most Android phones from 2020+)
• Provides data connectivity in 190+ countries
500 MB data coverage:
• Enough for: Maps, messaging, social media
• Perfect for: Navigation, communication during trip
• Typical usage: 5–7 days depending on habits

How to activate:
Step 1: Check phone compatibility
• iPhone: XS, 11, 12, 13, 14, 15+ (all models)
• Android: Most phones from 2020 onwards
• Check: Phone Settings > About > Dual SIM capability
Step 2: Receive E-Sim information
• E-Sim details sent via email after ConetPass purchase
• Information only sent to residents outside the EU
• EU residents check local roaming options
Step 3: Install E-Sim
• Visit Ubigi website using the details provided
• Follow installation instructions
• Scan QR code or enter activation code
• Activate in phone settings
Step 4: Enjoy connectivity
• Select E-Sim as primary or secondary line
• Use data in 190+ countries
• Monitor data usage in phone settings

Important notes:
• Requires compatible phone
• Data expires after 30 days (start using within 30 days)
• EU residents receive physical details by mail

Current ConetPass policy:
At this time, ConetPass does not offer specific promotional discounts for:
• Children
• Seniors (65+)
• Groups
• Families
All customers pay the same price regardless of age or group size.

Children travel free on public transport in many cities
Children under the city’s age limit travel for free when accompanied by an adult with a valid ticket (even if the adult has purchased a full-price ConetPass).

ConetPass refund and cancellation policy

Policy statement:
• Refunds and cancellations are not possible after booking
• This is stated in the Terms & Conditions before purchase
• Your booking is a guaranteed purchase
• Your pass remains valid indefinitely until used

Why no refunds?
• Your booking ID is generated immediately at purchase
• Your pass is guaranteed and cannot be canceled
• Your pass keeps its value, it doesn’t expire

If your travel plans change:
• Your ConetPass remains valid for future use
• Use it on a different date within the validity period
• Can be used by the same person on rescheduled dates

If you believe you qualify for a refund under exceptional circumstances:

Refund request process:
1. Visit the refund form
2. Fill out the form: Include Your booking reference number
• Email address used for purchase
• Reason for refund request
• Any supporting documentation
3. Submit your request: Form is submitted to ConetPass support
4 Wait for response: You will receive an answer within 20 days

Important notes:
• Refund requests are reviewed case-by-case
• Most refund requests are denied per standard policy
• Response timeline: 20 days maximum
• Refunds (if approved) are returned to original payment method

If you encounter a download error, follow these steps:

Immediate action:
• Wait and try again: Brief system issues can cause temporary failures
• Clear browser cache: Delete cookies and reload the page
• Try different browser: Chrome, Safari, Firefox, Edge

System processing:
• High demand sometimes causes brief stock checks
• Our system automatically processes orders every 10 minutes
• You will receive an automatic email when tickets are ready

If issue persists (after 30 minutes):

Option 1: Account recovery
• Visit Ticket Recovery
• Log in with email and name
• Download tickets from your account

Option 2: Contact support
• Email ConetPass support
• Provide your booking reference
• Support will manually resend your tickets

Timeline: Usually resolved within 1–2 hours.

Support channels:
Official website
Ticket recovery/account issues
Refund requests
Ticket request
Maia Chat

Email support: Check your confirmation email for ConetPass support contact

Response time: Most inquiries are handled within 24–48 hours, though you can get immediate answers via Maia chat.

ConetPass transfer policy

Tickets are PERSONAL and NON-TRANSFERABLE:
• Each pass is linked to the purchaser’s email
• Tickets cannot be transferred to another person
• Tickets cannot be gifted or resold
Why non-transferable?
• Digital passes are linked to your account
• Ensures proper usage and prevents fraud
• Each person must purchase their own pass
If someone else will travel with you:
• They must purchase their own separate ConetPass
• Same city, same duration, same discounts
• Each person gets their own digital tickets

Key ConetPass terms

Purchase terms:
• Booking confirmation occurs immediately at payment
• Refunds and cancellations not permitted (see refund policy)
• Prices are per person for single use
• All prices shown in EUR (€)

Usage terms:
• Passes are personal and non-transferable
• Pass must be used by the purchaser only
• Use constitutes acceptance of attraction/transport rules
• Invalid passes may be denied entry

Data and privacy:
• Personal data handled according to GDPR.
• Email address used for ticket delivery.
• Zero spam policy. We only send booking and ticket-related updates.
• See full privacy policy on website.

Limitation of liability:
• ConetPass is not liable for any missed attractions.
• ConetPass is not liable for strikes, flight delays, or cancellations.
• Passes remain valid if you arrive late, provided you are within the validity period.
• Please contact our support team for specific issues.

Full terms: Available at Terms & Conditions