Contact Support

The Guide-ID support team is here to help with setup questions, troubleshooting, and hardware issues.

Email us

For all support questions, email helpdesk@guide-id.com. This is the fastest way to reach our team.

Call us

You can reach our support team by phone Monday to Friday, 08:30–17:00 (CET, Amsterdam):

• Phone: +31 (0)570 572 202 — choose option 1 for support

If we cannot answer during opening hours, your call is forwarded to our telephone service, which passes your message on to our team to follow up. Emails are read and answered during opening hours.

Weekend emergencies

If visitors cannot use the audio tour at the weekend — for example because the Podcatchers are out of use or the Platform is unavailable — send a WhatsApp message to +31 6 3807 2466 between 08:30 and 17:00 (CET, Amsterdam).

Before you contact us

Many questions are already answered in this help center. Before emailing, it’s worth checking the Troubleshooting Guide for common audio, connectivity, and beacon issues.

What to include

To help us resolve your issue quickly, include as much of the following as you can:

• Your site name — the venue or organization linked to your account
• Device details — the serial number on the back of the Podcatcher Pro, or the beacon code (for example, BP.000.001 for a Beacon Pro or BL.000.001 for a Beacon Lite)
• A description of the issue — what happens, and when it started
• Screenshots or photos — anything that shows the problem or an error message

What happens next

Our support team will review your message and reply by email. For questions about a specific site, we may ask you to confirm details from your Platform account.

Related articles

• Troubleshooting Guide — resolve common hardware and audio issues
• Returning Your Equipment — how to send hardware back
• Network Requirements — make sure your network meets Guide-ID requirements