Passport control
A person answers these. Usually within a day.
Most of what goes wrong is one of the things below, and those you can fix yourself in under a minute. If yours is not here, write to us and say what happened — what you did, what the screen said. That is enough to start.
Write to us: concierge@rewynd.travel, or message us on Instagram. Include your passport number or handle if you have one — not your PIN. We will never ask for your PIN, and nobody at Rewynd can read it.
On the boarding screen, choose Forgotten your PIN? and we will email you a link. The link is good for a short while and can be used once. If the email does not arrive, check the spam folder first — it is almost always there.
You do not need it. Your handle works everywhere the number does, with the same PIN. If you have lost both, the email link above is the way back in.
Then the recovery code you were given at check-in is the last way in. If that is also gone, write to us. We will ask you things only the holder of that passport would know. We would rather be slow than hand your book to somebody else.
That is the guard against somebody guessing a PIN. It clears itself after a short wait — nothing is broken and your passport is not suspended.
At check-in there is a bag-drop step for an existing archive, and you can do it later from settings instead — it is never required. Photographs keep their dates and, where the file has them, their coordinates, which is how stamps place themselves on the map without you typing anything.
Very large files and a weak connection are the usual cause. Try one photograph on wifi to see whether it is the file or the connection. Screenshots and downloaded images have no camera data, so they arrive unverified — that is expected, not an error.
Because the file carried no camera metadata. Editing, screenshotting or sending a photograph through some chat apps strips it. It does not mean we think you invented the trip — see the community guidelines for what we do and do not check.
Settings has an export. It gives you your stamps, your writing and your photographs in a form you can keep and read without us. You do not have to ask, and you do not have to explain.
Settings has it, or write to us and we will do it. What deletion covers and how long it takes is set out in the privacy policy.
Use the report control on the post or the passport. It reaches a person, not a queue that nobody reads. We acknowledge reports within 24 hours and aim to settle them within 15 days, as the guidelines say.
Tell us what you were doing and what you saw, and the device if you can. Small faults get fixed quickly when somebody reports them; almost every fault this product has shipped was found by a traveller noticing.