Aloha! I'm sorry to hear you've had some confusion or inconvenience with the app and our tours. Wish you would have called us directly for support and guidance in redeeming your tours.
When purchased thru TripAdvisor, you'll receive your personal download link for the Shaka Guide app and your purchased tour or tours along with your booking confirmation. You MUST use the link and open it up on your mobile phone to redeem your tours.
Downloading the app directly from the App Store or Play Store will not reflect your TripAdvisor purchase and will result to what you have just described. Please email us at
[email protected] if you have further questions or to request for a refund.
Mahalo!