Support & FAQs
Support-Center:
Welcome to the support page of MyZillertal , your online marketplace for unforgettable experiences in the Zillertal! Here you will find answers to frequently asked questions, useful tips and our helpful customer support. Discover the Zillertal and book your next adventure with us!
How to create the ideal support email for fast and efficient help:
We want to help you in the best possible way and process your requests quickly. Therefore, we ask you to consider the following points in your support message:
Subject: Please enter "Support request" as the subject of your e-mail.
Tell us your full name (first & last name).
Let us know your e-mail address(es) with which we can contact you and with which the order was placed.
Tell us the booking number of your order.
System information:
Tell us if you used the app or the website.
Please also state the browser (e.g. Chrome, Safari) or the smartphone operating system (e.g. Android, iOS) you used to access myZillertal.
Categorise your request:
To ensure that your request reaches the right place as quickly as possible, please indicate in your email which of the following categories best fits your request:
a. Ski pass/Activcard - mountain railway tickets
b. Cancellations
c. Booking information
d. Other
Text: Describe your request briefly and as precisely as possibly so that we can quickly get an overview and help you in a targeted manner.
Please send your support e-mail with the above information to our support address: help@myzillertal.at
FAQ's for the use of myZillertal
How and when can I reach the support?
The support team can be reached by e-mail from Monday to Friday (except public holidays), from 08:00 to 17:00. Simply write a message to help@myzillertal.app and our team will get back to you as soon as possible.
How can I pay on myZillertal?
You can choose from the following payment methods on the website (desktop version):
Credit card: Mastercard and VISA
Giro Pay Giro Solution for instant bank transfers in Germany
EPS Giro Solution for instant bank transfers in Austria
Samsung Pay
Google Pay
APPLE Pay (only Browser Safari)
The following payment methods are available for purchases within the APP:
Credit card: Mastercard and VISA
GOOGLE Pay
APPLE Pay (ios)
I haven't received a booking confirmation. Is the booking still valid?
Please check your spam folder first. You will often find the booking confirmation there.
Otherwise, please contact help@myzillertal.app and we will check the status of
your booking.
How can tickets be cancelled or changed?
To change or cancel a ticket, please contact help@myzillertal.app directly.
Please note the following:
In the General Terms and Conditions you will find all information about the cancellation policy. Here is an excerpt from the General Terms and Conditions: Services that are purchased with the order of the shopping basket and do not fall under point 3 - Package tours - cannot be cancelled or reversed as a matter of principle. Exceptions are governed by the provisions on the individual contractual relationships as well as the cancellation conditions for accommodation in accordance with point 7.2.
Exceptions are possible after prior clarification and agreement with the experience provider. Contact the provider immediately and clarify any special modalities directly.
No. Vouchers cannot be cancelled, nor can they be redeemed in cash. However,
vouchers have no expiry date and can therefore be redeemed at a later date.
How can I delete my account from myZillertal?
You can delete your account permanently under your profile - personal details. This will also delete all your data stored with us (e.g. purchases, challenges, etc.).
Why is my ticket not in the Wallet?
If you are not logged in when purchasing, the ticket will not be added to the wallet.
To solve this, we recommend downloading a wallet according to the operating system used, e.g. from Apple or, in the case of Android hardware, via Google playstore. You can then easily add the tickets to this wallet using the link from the order confirmation. Attention! It is important that you are logged in at myZillertal during this process.
Feedback - is welcome!
Want to tell us what we could do better with the app? Write to us: help@myzillertal.app
