Fix sign-in trouble
Expired links, signing in with your Tour ID, which email to use, and 'Whose email address is this?'.
Can't get in with your email address, or signed in as the wrong person? Sign in with your tour's Tour ID instead: find your name and PassportsGo sends the code to the email Passports has on file for you.
If you're already in but seeing the wrong things, the last step shows how to check which account you're using.
Before you start
- Your Tour ID, from your Passports welcome materials. It looks something like MAPLEWOOD2026. Your group leader can tell you.
- Step 1
Switch to Tour ID
On Welcome Back, tap Tour ID 1 and type your Tour ID 2. Tick the terms box, then tap Continue 3.
- Step 2
Tap Find My Name
Your tour opens, with its dates and group leader. Under Need Help Logging In?, tap Find My Name 1.
Not on the tour yourself, just following along? Following This Tour? on the same page explains that access is by invitation: ask your group leader to invite you.
- Step 3
Find your name
Scroll to Participants and find the traveler's name 1.
- The traveler taps Verify under Traveler Login 2.
- A parent or guardian taps Verify under Guardian Login 3.
Group leaders and chaperones are listed at the top, each with their own Verify.
- Step 4
Send the code
PassportsGo shows where it will send your code, partly hidden 1: the email Passports has on file for you. Tap Submit 2.
Then enter the 6-digit code just as in Sign in to PassportsGo.
Don't recognize the address, or can't open that inbox? Tap Cancel and call Passports at 1-800-332-7277 to update it.
- Step 5
Check you're in the right account
Signed in but seeing the wrong things, like no Finance, or a traveler seeing parent messages? On Home, tap the label under your tour's name (for example PARENT / GUARDIAN). Your Account shows which kind of account you're signed in with.
If it's the wrong one, go to Logged in to the wrong account? 1, tap Log Out 2, and sign in again with the other email address.
Parents and travelers should each use their own email address. A parent signed in with the traveler's address can interfere with the traveler's notifications and location sharing.
Good to know
My sign-in link says it's no longer valid.
Sign-in links expire. Sign in with your email address and a code instead, or with your Tour ID as above.
It says there's no email address on file.
Call Passports at 1-800-332-7277 and we'll add an email address to the enrollment. Then come back and sign in.
The app asks "Whose email address is this?"
That happens when a traveler and a guardian share one email address but have different names. Tap It's the Traveler's or It's the Guardian's, and the address is taken off the other person, so Passports can add a different one for them later. If the names are wrong, pick The names are wrong. Skip for now lets you decide later.
Which email address should I use?
Parents and guardians: the one on the traveler's enrollment, where your Passports emails go. Travelers: the traveler email given when you enrolled. Group leaders: your primary email with Passports.
Still stuck?
Call Passports at 1-800-332-7277 and we'll check the names and email addresses on your enrollment.
Screens show a sample family and tour — your names, dates and amounts will differ. Checked against the app September 23, 2026.
Call us. A real person in Worcester picks up.
Monday to Friday, 8am to 4pm Eastern — and around the clock once your group is on tour. Or email passportsgo@passports.com.