Help Center
Find answers to common questions about using ActivGate. If you cannot find what you need, reach out to our support team.
Booking
How do I make a booking?
Browse stays, activities, tours, car rentals, transfers, or flights from the search bar or by exploring categories. Select your dates, number of participants, and any required options, then proceed to checkout. You will receive a booking confirmation email once payment is complete.
How do I cancel a booking?
Go to My Bookings in your profile and select the booking. If the service start is more than 48 hours away, self-service cancellation is available. For cancellations within 48 hours of the service, the request is sent to the provider. Providers are expected to respond within 48 hours — if they do not, the refund is automatically approved.
How do refunds work?
Approved refunds are returned to your original payment method. Processing typically takes 3–10 business days depending on your bank and the payment gateway used (Stripe, HyperPay, or Tap Payments). Refund amounts depend on the provider's cancellation policy shown at the time of booking.
Can I modify a booking after confirming?
Contact the provider directly via the messaging feature in your booking details. Amendment policies and fees vary by provider.
Account & Security
How do I create an account?
Click Sign Up on the homepage or app. You can register with your email address or sign in with Google. You must be 18 or older to create an account.
How do I reset my password?
Click 'Forgot password' on the login page. Enter your email address and we will send you a reset link. If you signed up with Google, use 'Continue with Google' instead.
How do I enable two-factor authentication (2FA)?
Go to Settings > Security and follow the steps to enable 2FA. You can use an authenticator app (such as Google Authenticator or Authy). We strongly recommend enabling 2FA to protect your account.
How do I update my profile?
Go to your Profile tab and tap Edit Profile. You can update your name, profile photo, bio, and social links.
How do I delete my account?
Go to Settings > Account > Delete Account. Deletion is permanent and erasure of personal data begins within 30 days. Financial records are retained for 7 years as required by law.
Social Features
How do I post a reel?
Tap the + button and choose Reel. Record a video or upload from your camera roll. Add music from our Jamendo library, trim your clip, apply filters, and publish. You can also create duets and stitches with other users' reels if they have enabled that feature.
How do stories work?
Stories are ephemeral content that disappear automatically after 24 hours. Tap your profile avatar to create a story. You can add photos, video clips, stickers, text, drawings, and a music sticker with animated lyrics.
How do I join a community or group?
Go to the Engage tab and browse Communities or Groups. Tap Join on any public community. Some communities or groups may require moderator approval.
How do I send a direct message?
Tap the messenger icon in the top bar or go to the Messages screen. Start a new thread by searching for a user. You can send text, images, and attachments.
How do I report inappropriate content?
Tap the three-dot menu (⋯) or long-press on any post, reel, story, comment, or profile and select Report. Our moderation team reviews all reports and typically responds within 24 hours.
Music & Audio
How do I add music to a reel or story?
During reel or story creation, tap the Music icon to open the music browser. Search by title, artist, or mood from our 659+ royalty-free Jamendo tracks. Tap a track to preview, then select it to add it to your content.
What is an Original Sound?
When you post a reel, the audio from your video becomes an Original Sound attributed to you. Other users can tap 'Use This Sound' on your reel to create their own content using the same audio. You can manage whether your sounds can be used by others in your privacy settings.
What is a Sound Challenge?
A Sound Challenge is a community-driven creative prompt built around a specific track or original sound. Join a challenge by creating a reel using the challenge sound and adding the challenge hashtag.
My reel audio was flagged — what do I do?
Our audio fingerprinting system may flag audio that matches a copyright-protected track. You will receive a notification with the option to dispute the flag if you believe it is incorrect, or to remove and replace the audio. We review all disputes before taking permanent action.
Globe Premium
What is Globe Premium?
Globe Premium unlocks advanced features of the ActivGate interactive globe: AI trip planning, advanced routing, reachability maps, safety tools (Guardian Mode, Group Convoy), offline map packs, Route-to-Reel media rendering, and city spirit data. It is available in Plus ($4.99/mo), Pro ($9.99/mo), and Elite ($24.99/mo) tiers.
Is there a free trial?
Yes. New subscribers get a 7-day free trial with full access to the chosen tier. You will not be charged until the trial ends. Cancel before the trial ends in Settings > Globe Premium to avoid any charge.
How do I upgrade, downgrade, or cancel?
Go to Settings > Globe Premium. Upgrades take effect immediately. Downgrades and cancellations take effect at the end of the current billing period. Access to premium features continues until the period ends.
What happens if I reach my usage quota?
You will receive a notification when you are approaching your monthly quota for features like AI trip plan generations. Once reached, that feature is temporarily limited until the next billing cycle. Upgrade to a higher tier for a larger quota.
Payments & Currencies
What payment methods are accepted?
We accept major credit and debit cards (Visa, Mastercard, Amex), Mada (Saudi Arabia), KNET (Kuwait), Benefit (Bahrain), Apple Pay, Google Pay, SEPA Direct Debit, and ACH. Available methods depend on your region and the selected gateway (Stripe, HyperPay, or Tap Payments).
How do I manage saved payment methods?
Go to Settings > Payment Methods. You can view, add, or remove saved cards. We store only a secure token — your raw card details are never held on our servers.
Can I pay in my local currency?
Yes. We support USD, EUR, GBP, JOD, SAR, AED, and KWD. You can change your currency at any time in Settings > Currency. Prices are converted using current exchange rates; your bank may apply its own rate for the final charge.
Notifications
How do I manage my notification preferences?
Go to Settings > Notifications. You can enable or disable notifications by category: Social, Booking, Payment, Community, Provider, and Subscription. You can also set quiet hours, enable a daily digest summary, and choose between in-app, email, and push channels.
Why am I still getting some notifications after turning them off?
Transactional notifications — such as booking confirmations, payment receipts, and security alerts — are sent regardless of preferences because they relate directly to your account activity and are required for service delivery.
For Service Providers
How do I list my services on ActivGate?
Apply for a Partner Account by contacting info@activgate.com. Once approved, you can create and manage listings — stays, activities, tours, car rentals, or transfers — from the Provider Dashboard.
How are provider payouts handled?
Payouts are processed according to the schedule in your Provider Agreement. Available payout methods include CliQ (Jordan), SARIE (Saudi Arabia), SEPA (Europe), Wise (international), and Stripe ACH (US). Ensure your banking details are up to date in the Provider Dashboard.
A guest is requesting a refund — what should I do?
You will receive a notification with the refund request details. Review and respond within 48 hours from your Provider Dashboard. If you do not respond within 48 hours, the refund is automatically approved.
Still Need Help?
If you cannot find an answer here, or you have encountered a bug, please reach out:
Email: info@activgate.com
We typically respond within 24 hours. For bug reports, please describe what you did, what you expected, and what happened instead.