Support Center
Get help with your Yoyopass booking. Comprehensive FAQ covering reservations, Digital Passes, payments, cancellations, safety, and support contact for tours in Mexico.
About Yoyopass©
What is Yoyopass©?
Yoyopass is a tourism experience marketplace based in Mexico. We connect travelers from the US, Canada, Europe, and worldwide with verified local providers offering tours, activities, cenote trips, Mayan ruins visits, snorkeling, dining, and cultural experiences across Cancun, Tulum, Playa del Carmen, and the Riviera Maya.
How is Yoyopass different from Viator, GetYourGuide, or Airbnb Experiences?
Yoyopass specializes exclusively in Mexican tourism experiences with direct relationships to local operators. We offer a best-price guarantee, instant QR-code confirmation, bilingual English and Spanish support, and CFDI invoicing for Mexican tax requirements — features generalist global platforms rarely provide with the same depth.
Where is Yoyopass based and what areas do you cover?
Yoyopass is headquartered in Quintana Roo, Mexico. Our primary coverage includes Cancun, Tulum, Playa del Carmen, Cozumel, Isla Mujeres, Bacalar, the Riviera Maya, and Mayan archaeological sites. We are expanding to Mexico City, Puerto Vallarta, Los Cabos, and additional destinations across Mexico.
Booking & Digital Passes
How do I book an experience on Yoyopass?
Browse experiences by destination or activity, select your preferred date and number of travelers, choose any ticket options such as adult, child, or group, and check out securely with Stripe. You can book as a guest using only your email or create an account to track passes and orders.
How do I use my Digital Pass?
After purchase, you receive a unique QR code by email within minutes. Show it on your phone or printed at the experience check-in. The provider scans the code to confirm your booking and admit you. Passes are also stored in your Yoyopass account if you register.
When will I receive my Digital Pass after booking?
Digital Passes are delivered by email within 5 minutes of payment confirmation. If you don't see it, check your spam folder or log into your Yoyopass account. If the email never arrives within 30 minutes, contact support@yoyopass.com with your order number for immediate resend.
What if I lose my QR code or can't find the email?
Log into your Yoyopass account at yoyopass.com/account to view all your Digital Passes. Alternatively, search your email inbox and spam folder for 'Yoyopass' or contact support@yoyopass.com with your order number. We resend your QR code within a few minutes.
Can I book for multiple people on one pass?
Yes. When booking, select the number of adults, children, and any other ticket types. Your single Digital Pass QR code covers the entire party and is valid for the quantity purchased. The provider scans once at entry to admit everyone together.
Can I transfer my Digital Pass to someone else?
No. Each Digital Pass is personal and non-transferable. It is linked to the original purchaser's details and cannot legally be resold, shared, or transferred. If plans change, use our cancellation policy to request a refund within the applicable timeframe.
Do I need to print my QR code, or is my phone enough?
Your phone is enough. Most Yoyopass providers scan directly from your mobile screen. Save the email or screenshot the QR code so you have it offline. If you prefer, you may print it on paper — both formats work identically at check-in.
Payment & Pricing
What payment methods are accepted?
Yoyopass accepts all major credit and debit cards — Visa, Mastercard, American Express, and Discover — through Stripe's secure payment system. We also support Apple Pay, Google Pay, and Link. Payments are processed in a PCI-compliant environment; card details never touch our servers.
What currency will I be charged in?
Prices are displayed in US Dollars (USD), Mexican Pesos (MXN) or Euros (EUR). We pick one based on your language and location, and you can change it at any time from the currency selector — your choice is remembered. At checkout, you are charged in the selected display currency. Your bank may apply foreign exchange fees; we recommend checking with your card issuer in advance.
Are prices per person or per group?
Prices shown on experience pages are per person unless explicitly marked 'per group' or 'private'. When selecting adults, children, and other ticket types at checkout, the total updates to reflect each traveler. Private tours and boat charters are typically priced per group up to the stated capacity.
Is my payment secure?
Yes. All Yoyopass payments are processed by Stripe, a PCI-DSS Level 1 certified payment processor. Your card number, expiration, and CVV are encrypted and never stored on Yoyopass servers. We use HTTPS across the entire site and modern 3-D Secure authentication for additional fraud protection.
How do I request an invoice (CFDI) in Mexico?
Mexican customers requiring a CFDI tax invoice should email support@yoyopass.com with your RFC, legal name, fiscal domicile, tax regime, CFDI usage code, and order number within the legal timeframe — typically the month of purchase. We issue CFDI 4.0 invoices electronically once details are confirmed.
Cancellations & Refunds
Can I cancel my booking or get a refund?
Yes, according to the cancellation terms shown on each experience before you pay. Unless an experience says otherwise, the standard terms apply: Refund — More than 7 days before: 100% · Between 3 and 7 days: 50% · Less than 72 hours: 0%. To request a cancellation, email support@yoyopass.com with your order number. Processing takes 3 to 5 business days.
What happens if my experience is cancelled due to weather?
In cases of force majeure — severe weather, hurricanes, flooding, or natural events — Yoyopass coordinates rescheduling or full refunds with the provider. Each case is evaluated individually based on operator policy and safety. You are contacted by email with rescheduling options or refund confirmation within 48 hours.
What if the provider cancels my experience?
If an experience is cancelled by the provider for any reason — equipment failure, low enrollment, operator emergency — you receive a 100% refund automatically, including any service fees. Yoyopass notifies you by email immediately and offers alternative dates or similar experiences whenever possible.
How long do refunds take to process?
Approved refunds are initiated within 3 business days and credited back to your original payment method. Credit and debit card refunds typically appear within 5 to 10 business days depending on your bank. You receive an email confirmation with the refund transaction ID once processed by Stripe.
Can I reschedule my booking instead of cancelling?
Usually yes, subject to provider availability. Non-refundable experiences show on their page how many times you can reschedule. Email support@yoyopass.com with your order number and new preferred date. Any rescheduling fee is set by the individual provider.
Before Your Experience
How far in advance should I book?
We recommend booking 1 to 2 weeks ahead for popular experiences in Cancun, Tulum, and Playa del Carmen, especially during high season — December through April and July through August. Cenote tours, whale shark trips, and sunset cruises often sell out 3 to 5 days in advance. Same-day booking is available when capacity remains.
What should I bring to my experience?
Always bring government-issued ID (passport or driver's license), your Digital Pass QR code, reef-safe sunscreen, a hat, water, and comfortable shoes. Specific experiences list additional requirements — swimwear, towels, cash for tips, waterproof bags — on the experience detail page under 'What to bring'.
How do I find the meeting point?
Each experience page includes a detailed meeting-point address, map pin, and arrival instructions. This information is also in your Digital Pass confirmation email and your Yoyopass account. For hotel pickups, provide your hotel name at checkout; the operator confirms pickup time 24 hours before the experience.
Is transportation to and from the experience included?
It depends on the experience. Many tours from Cancun, Playa del Carmen, and Tulum include round-trip hotel transportation in the advertised price — check the 'What's included' section on each experience page. When transport is not included, the meeting point is specified with GPS coordinates and detailed directions.
Are there age restrictions or requirements?
Age and physical requirements vary by experience and are listed on each experience page under 'Know before you go'. Cenote dives typically require age 12 and above, whale shark tours age 6 and above, and certain adventure experiences have minimum height or health requirements. Children's pricing applies ages 4 to 11 on most tours.
What if I have dietary restrictions, disabilities, or special needs?
Many experiences accommodate dietary restrictions, mobility needs, and pregnancy with advance notice. Add a note at checkout or email support@yoyopass.com after booking, and we coordinate directly with the operator. Accessibility information is listed on each experience page when confirmed by the provider.
During & After
What if I'm running late for my experience?
Call the provider immediately — the phone number is in your Digital Pass confirmation email. Most operators hold departures 10 to 15 minutes for late arrivals, but boat tours and scheduled group departures cannot wait. If you miss the departure, contact support@yoyopass.com to discuss rescheduling options.
Who do I contact during the experience if there's an issue?
Contact the experience operator directly using the phone number and WhatsApp listed in your Digital Pass email — they handle on-the-ground issues fastest. For payment, booking, or service disputes that the operator cannot resolve, email support@yoyopass.com and we intervene on your behalf.
What if something goes wrong during the experience?
Document the issue with photos, videos, and notes while on-site, and ask the operator for their version of events. After the experience, email support@yoyopass.com within 7 days with your order number and evidence. We mediate between you and the provider and issue partial or full refunds where warranted.
How do I leave a review?
After your experience, you receive a review request email with a direct link. Alternatively, log into your Yoyopass account and rate the experience from your Orders page. Reviews help other travelers, appear publicly on the experience page, and feed into our provider quality ratings.
Account & Security
Do I need to create an account to purchase?
No. Yoyopass supports guest checkout — enter your name and email, pay, and your Digital Pass is emailed instantly. Creating a free account lets you track all your orders, view past experiences, save favorites, manage multiple passes, and receive member-only promotions.
How do I reset my password?
Go to yoyopass.com/login and click 'Forgot password?'. Enter your email and we send a secure reset link within 2 minutes. Links expire after 1 hour for security. If you don't receive it, check spam or contact support@yoyopass.com for manual verification and reset.
How is my personal data protected?
Yoyopass complies with Mexico's Federal Law on Protection of Personal Data (LFPDPPP) and the EU GDPR for European customers. We encrypt data in transit and at rest, never sell your information to third parties, and retain records only as long as needed. Read our Privacy Policy for full details.
Groups & Business
Can I book experiences for a large group?
Yes. Most experiences accept groups up to 15 to 20 travelers through the standard checkout. For groups over 20 — weddings, corporate events, tour operators — contact support@yoyopass.com or visit our wholesale portal. We coordinate custom pricing, private departures, and dedicated event management for larger bookings.
Do you offer discounts for groups or repeat bookings?
Group discounts of 10 to 20% typically apply from 8 to 10 travelers on participating experiences and are automatically shown at checkout when available. Wholesale accounts — travel agencies, resellers, concierges — receive tiered pricing and dedicated support. Repeat customers receive periodic loyalty promotions by email.
I'm a travel agency or reseller — can I partner with Yoyopass?
Yes. Yoyopass operates a B2B wholesale portal for licensed travel agencies, tour operators, concierge services, and resellers worldwide. Partners access custom pricing, white-label booking, dedicated account management, and CFDI invoicing. Apply at yoyopass.com/wholesale or email partners@yoyopass.com with your business details.
Safety & Trust
Are Yoyopass experiences insured?
Eligible experiences include a complimentary travel insurance policy for each ticket, valid on the day of your experience and issued once your payment is confirmed. Look for the "Insurance included" badge on the experience page: tap it to see the insurer, a coverage summary and the policy wording. Your policy certificate is emailed to you after purchase. Experiences without the badge do not include this policy. Separately, all Yoyopass partner providers carry civil liability insurance as required by Mexican tourism regulations (Ley General de Turismo). We still recommend personal travel insurance covering trip cancellation, medical evacuation and belongings.
Are experiences safe for pregnant travelers or people with health conditions?
Many experiences are suitable for pregnant travelers and guests with health conditions — guided beach walks, cultural tours, cooking classes, scenic boat cruises. Adventure activities like ziplining, cenote diving, and advanced snorkeling have restrictions. Contact support@yoyopass.com before booking with specific concerns; we confirm suitability with the operator.
What happens in case of an accident or injury during an experience?
Operators are trained in emergency response and most provide first aid on-site. For serious injuries, the operator contacts emergency services — 911 or 066 in Mexico. Report any incident to Yoyopass within 48 hours so we can coordinate medical follow-up, insurance claims, and documentation support on your behalf.
How does Yoyopass verify its providers?
Every Yoyopass provider undergoes verification of Mexican business registration (RFC), tourism operating license (SECTUR when applicable), insurance coverage, equipment safety, and guide certifications. We conduct ongoing quality audits through traveler reviews, mystery bookings, and direct inspections. Providers not meeting standards are removed from the marketplace.