Paper Pass Holders
If the details on your paper Pass are incorrect or outdated, please contact our Customer Service team.
If you just purchased your paper Pass and it has not been printed yet, we may be able to make adjustments. We can help with:
- Adjusting your name (in case of typos or name changes due to marriage and other legal name changes)
- Adjusting your ID/passport information (in case of typos or ID/passport renewal)
- Adjusting your date of birth
- Changing your country of residence
However, if your paper Pass has already been printed, you can no longer correct the details, as they are printed on the Pass. The only way to correct the details is to initiate an exchange process. To exchange your unused paper Pass, please follow the steps below:
1. Order a new Pass through our website.
2. Follow the return instructions provided in your account and send your old Pass back to us.
3. Please contact our order support team by email and make sure to include your old and new order numbers.
4. When we receive the unused Pass(es) back, we will process a 100% refund minus the exchange fee.
For more details, please see our Refund and Exchange Policy.