Frequently Asked Questions FAQs
FAQS
1. How can I change the date of my tickets? (valid for all products except City of Arts and Sciences).
To change the date of your visit, you have to contact customer service directly by sending an email to vlcshop@visitvalencia.com, providing the following information:
- Date of your tickets
- Date you want to change them to
- Email you provided when purchasing, or the order number.
Remember that you must request the change at least 48 hours before the date shown on the tickets.
2. How can I change my visit dates to the City of Arts and Sciences?
To change the date of your visit, you have to call the City of Arts and Sciences directly at (+34) 961 974 686 at least 48 hours in advance. You can also do so by sending an email to reservas@cac.es.
Important: once expired, no changes can be made to the tickets.
3. Something came up and I have to cancel my trip to Valencia. Can I cancel my tickets and get a refund?
In accordance with our refund policy, cancellations and refunds of tickets are not allowed once issued.
However, you can contact Customer Service directly by sending an email to vlcshop@visitvalencia.com so that we can review your case in more detail. Please include the following information:
- Reason for the cancellation
- Email you provided when purchasing, or the order number.
You can check our refund policy at this link: https://www.visitvalencia.com/en/shop/returns-and-refunds
4. I can't download my tickets from my private area.
You have to log into the website to access your order in the private area and download your tickets. You can do so from the following link: https://www.visitvalencia.com/user/login
Log in with the email address you provided during the purchase and your password.
If you don't remember the password, you can ask us to email it to you at the following link: https://www.visitvalencia.com/user/password
If you haven't registered yet, you can do so from https://www.visitvalencia.com/user/login, using the same email you provided during the purchase process.
5. How do I download my tickets from the private area?
Go into your private area by clicking on the user icon or from https://www.visitvalencia.com/user/login.
In the private area, press the "Orders" button. Then, click on the "VIEW ORDERS" button.
Click on the "Download tickets" button and they will be downloaded in PDF format.
6. I can't remember my username or password.
Your username is always the email you provided during the purchase.
If you don't remember the password, you can ask us to email it to you at the following link: https://www.visitvalencia.com/user/password
If you haven't registered yet, you can do so from https://www.visitvalencia.com/user/login, using the same email you provided during the purchase process.
7. I made a purchase on the website, but I haven't received my tickets by email. How can I get them?
Please check your email and junk folder in case your tickets got delivered there.
Tickets are sent to the email address you provided during the checkout process. Make sure there are no errors in your email address.
If you haven't received your tickets or can't find them, you can download them from your private area of the website.
If you haven't registered yet, you can do so from https://www.visitvalencia.com/user/login, using the same email you provided during the purchase process.
If you're already registered, you have to log into the website to access your order in the private area and download your tickets at the following link: https://www.visitvalencia.com/user/login
If you don't remember the password, you can ask us to email it to you at the following link: https://www.visitvalencia.com/user/password
8. I made the mistake when typing my email during the purchase and I didn't receive the tickets, how can I get them?
We'll need more information about your purchase.
- Full name you provided during the purchase.
- Date and approximate time of the purchase.
- Email address you want us to send your tickets to.
Customer Service (vlcshop@visitvalencia.com) will contact you as soon as possible.
9. I entered the wrong dates for the VLC Tourist Card.
Don't worry. The card will be activated when you use it for the first time at a point of use (museum, public transportation, etc.).
From then on, the card will have the hours left on it depending on what you purchased: 72h, 48h or 24h.
10. When purchasing the packs, it asks me to select dates for all the venues. Do they have to match the validity dates of the VLC Tourist Card?
The Valencia Tourist Card and the tickets are different products, so you can use them on different days to plan your visit to your liking.
The Valencia Tourist Card is a physical card. It is activated when you first use at a point of use (museum, public transportation, etc.). Its hours of validity start counting down from that moment.
Then there are the tickets we will email to you once you purchase them online.
During the purchase process, you will have to specify the day you want to visit each venue. You can visit on one, two, or three different days, but they must be consecutive.
11. I bought the Valencia Tourist Card at www.visitvalencia.com and now I want to buy more products, but I don't know how to get the discount.
To automatically benefit from the Valencia Tourist Card discounts, you had to check out all the products in the same shopping cart. This way, the discounts would have been applied automatically.
If you already have the card and want to buy more products, there are several options:
- You can go to any of our Tourist Offices or directly to the ticket offices at the venues. When you show them your VLC Tourist Card, they will apply the relevant discount.
- You can request a discount code by contacting Customer Service. Send an email to vlcshop@visitvalencia.com that contains the following information:
- Your order number at www.visitvalencia.com (we can only offer you a discount code if you bought cards online on our website).
- Products you want to buy with the Valencia Tourist Card discount (products and type)
12. Can I show my ticket on my mobile?
Most of the products you will find in our online store are e-tickets.
Once the purchase is complete, we will send you the tickets by email for you to print or download on your mobile.
If you have a smartphone, you can download your tickets and access the venue directly by showing your tickets on your mobile.
If you don't have a Smartphone, you will need to bring printed tickets to access the venue or receive the service.
If any product or service from our online store requires printed tickets, that information will be detailed in the product description.
13. Can I download my card and use it from my mobile?
No, the Valencia Tourist Card is a physical card.
You have to pick it up at one of our tourist offices or digital kiosks before you can use it. Here is all the information:
14. How can I find out which restaurants, stores and discounts are included with the VLC tourist card?
You can check the Valencia Tourist Card Discount Guide at this link:
15. I want to add more days to my VLC Tourist Card. How can I do it?
The maximum duration of the tourist card is 72 hours, but you can buy more cards if you need to.
Remember that if the second card you buy is the same as the first, you will get a 10% discount at the tourist office when you top it up.
16. Are the cards personalized? Can I share the same card with multiple people?
The cards are not personalized, but they cannot be shared. Each person who wants to receive the discounts must have their own card. If they don't, they will have problems when accessing public transport or when trying to validate discounts at the different venues.
17. Do you have physical Tourist Offices?
Yes. We have several offices throughout the city of Valencia.
You can check their location, phone numbers and opening hours here.
18. What happens if I buy a tourist service and the provider cancels or modifies the service?
Tourist services such as guided tours or the Valencia Tourist Bus are guaranteed services that comply with their schedules and timelines. However, they may be cancelled or changed for reasons beyond the control of the Visit Valencia Foundation.
In these cases, we are committed to providing the best possible solution by changing the service to another day or refunding the amount.
19. I've lost my card. Can I get another one?
We're sorry, but as indicated in our refund policy, Visit Valencia is not responsible for the loss or theft of tickets, cards or other products purchased at the various points of sale.
20. I want to unsubscribe.
If you're subscribed to Visit Valencia's news, you can unsubscribe using the link provided in the emails you receive.
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