FAQ
About the app, the technical requirements, credits, the Explorer marketplace and privacy.
The MyGuide Live app is a digital audio streaming service, primarily for tour guides and travel agencies. It is also for any business that needs to deliver live audio to many people at once. A few examples beyond tourism: factory tours, conferences, school trips, boat trips, museum visits and so on — any event where it matters that the speaker's voice reaches the audience clearly.
You can sign up to MyGuide Live with your own email address, a Google account or an Apple account by pressing the "Try it free" button.
Using the MyGuide Live "Whisper" system as a guide requires an account. Listeners (guests) don't need to register — they join with a QR code, without an account. Booking on the Explorer marketplace also requires an account. Signing up is also recommended for any sole trader or company that accompanies, leads or organises larger groups.
Yes, signing up is free. The 20 bonus credits granted at sign-up arrive locked, and become usable after your first credit purchase — this requires buying at least 20 credits. After that the bonus is available immediately. So for a group of 50 it's enough to buy 30 credits, because the 20 bonus credits top it up. If fewer people show up, the remaining credits go back to your balance.
Sign up and get 20 free credits right away. No credit card required.
By pressing the "Forgot?" button on the sign-in tab.
Yes. On the Account page you can request deletion with a single click. We then permanently remove your personal data — name, profile picture, bio, Explorer listing, phone number. Deletion can't be started while you have a live event, an upcoming event that hasn't been closed yet or a confirmed booking, or if you run an agency — these have to be settled first. Accounting rules mean we have to keep the financial records of purchases and bookings that have already been closed, but we delete the personal data pointing to you from those too. Before deleting, you can download all the data we hold about you at any time in a machine-readable (JSON) file.
Guests (listeners) don't have to download anything. Guests join MyGuide Live with a QR code, without registration or a download. Guides can also use the web version, but on Android we recommend installing the MyGuide Live app from the Play Store. The app lets you turn off the phone's screen or use another app during the tour while the audio keeps streaming in the background. If you choose the web app, the screen has to stay on the whole time, which is inconvenient during a tour and drains the battery.
Once an event has been created, the core details (time, planned headcount, location) are fixed and can't be changed even while it's running. If you need to change something, the safest option is to cancel the event — the reserved credits go back to your balance — and create a new one. Adding or swapping guides and closing the event can be handled while it's running.
Hundreds of guests can join a single event — the "200+" on the website reflects that. Someone can join above the planned headcount too, as long as your credit balance covers it.
If your device switches off, the live broadcast stops and guests see a "reconnecting" state. As soon as you sign back in to the same event, you can resume the broadcast and guests reconnect automatically. This doesn't affect credit settlement. For a long tour it's worth bringing a power bank.
Yes. The guide needs mobile internet or Wi-Fi throughout, because we relay the live audio to guests through the server. Where the signal is weak, on-site Wi-Fi is recommended.
For a multi-day event, guests give their name and join with a PIN or QR code only on the first day. On the following days they just need to open the same link or QR code again: the system recognises them, and a "Rejoin" button reconnects them to the channel — without a new registration and without spending extra credits. The guide needs to start the broadcast each day. At the end of the day, if it's not the last day yet, the "We're done for today" button signals the daily break — this doesn't close the event, it only pauses it until the next day. On the last day the regular "Close event" button closes it for good, and that's when the credits actually used are settled. If the guide forgets to close or pause a day, the system automatically closes the event at midnight.
No. With the QR code you enter the group's channel immediately, without a download or an account. Giving your name is also optional — we only ask for it so the guide can see who has joined their group.
Any wired or Bluetooth earphones will do. At a noisy site (street, museum) earphones improve the experience a lot. Noise-cancelling earphones are best.
The live audio needs a continuous internet connection. For a short dropout the listener screen reconnects on its own and continues with the live broadcast — it doesn't replay the missed part, this is a live transmission. If the connection is lost for longer, the audio goes silent until the network comes back. Indoors, where the signal is weak, ask the guide for on-site Wi-Fi.
First check your phone's volume and the mute switch, then the earphone connection. If that's fine, reload the listener page, or leave and rejoin with the PIN — you can reconnect to an ongoing broadcast at any time. If several people have the same problem, the signal at the location is probably weak.
Yes, if you're using the MyGuide Live app on Android. On iPhone you don't need to install the app. Start playback and you can put the phone in your pocket — the audio plays with the screen locked, and playback controls appear on the lock screen.
1 credit = 1 participant for 1 day. When you create an event, the system temporarily reserves credits based on the planned headcount; when the event closes, the final settlement is based on the number of participants who actually joined, and the difference goes back to your balance. So a one-day tour with 20 people costs at most 20 credits; for a multi-day programme the number of guests is multiplied by the number of days. The unit price of a credit depends on the package size (a larger package is cheaper): currently roughly €1.00 down to €0.85 per credit. You can see the exact, current package prices on the Pricing page and at checkout.
Credits don't expire. What you top up stays in your account, even if you skip a whole season.
Purchased credits don't expire, so there's no pressing deadline to use them. Within 14 days of purchase we'll refund the price of unused credits through customer support; after 14 days we can't give a refund for unused credits. If you still have unused credits when you delete your account, we'll draw your attention to it separately.
Card, as well as Apple Pay and Google Pay, through a secure payment provider (Stripe). The payment screen automatically offers the methods available on your device.
On the Explorer marketplace you can browse guides by country, city, language and date. On the selected guide's profile you can see their available dates, the languages they speak, the price (per person/day) and reviews. You pick the day, enter the headcount and pay by card — your booking is confirmed immediately.
You can cancel your booking from your account. If you cancel at least 3 hours before the meeting time, we refund the full amount to your card (a few days, depending on your bank's processing time). In the last 3 hours before the event the booking can no longer be cancelled. If the guide cancels, you always get a full refund.
Yes. After a successful payment we immediately send an email confirmation with the guide's name, the date, the meeting time, the headcount and the amount paid. You can also view your bookings in your account at any time.
When booking you can give your phone number (optional, with separate consent), which we share with the guide so they can find you easily on site. The meeting time is set by the guide; you can arrange the exact spot directly, by phone.
After signing up, choose the individual guide home screen, fill in your Explorer profile (bio, city, languages, price, photos), set your available dates in your calendar, and connect your account to the Stripe payout partner. After that you appear on the marketplace and can accept bookings.
For now we don't ask for or check an official tour guide licence. MyGuide Live is a technical platform for live audio transmission and booking management; the guide is responsible for local guiding permits and compliance with legal requirements, which can vary from city to city and site to site.
We take 5% commission on the total for bookings that come through the Explorer marketplace. There's no commission on your own, directly organised tours — there it's just the usual credit usage.
The guest's payment arrives through Stripe directly into your connected Stripe account, minus the 5% commission. The payout to your bank account follows Stripe's payout schedule (typically a few working days). If a booking is cancelled, we refund the commission to the guest as well.
Yes. You can change your prices, your bio, the languages and your available dates in your calendar at any time on your dashboard. The change doesn't affect bookings that have already been confirmed.
Your name appears to others if you advertise as a guide on the marketplace (public profile), or if you join an event (the guide sees the participants' names). We only share your phone number when, and only with the guide you've booked, and only if you've given separate consent for it. We don't see or store your card details — Stripe handles those. The full details are in the Privacy Policy.
Yes. Payment is handled by Stripe, which operates to the highest card security standard (PCI DSS). Card details never reach MyGuide Live's servers.
Yes. You get a VAT invoice by email for every paid credit top-up. Payment is handled by Stripe, and the invoice is issued by Számlázz.hu. For Hungarian private individuals and Hungarian companies with 27% Hungarian VAT; for EU companies with a valid EU VAT number under reverse charge (0%); for private individuals in other EU member states at the VAT rate of the buyer's country. There's no invoice for the 20 free credits granted at sign-up, because there is no consideration.
On the payment page, under billing details, indicate that you're buying as a business, then in the tax ID field use the type selector to choose "Hungary tax number (adószám)" and enter it in this format: 12345678-2-42. The "European VAT number" (HU followed by 8 digits) is only needed for cross-border business purchases within the EU — as a Hungarian company you don't need it for your Hungarian invoice. If the wrong details ended up on the invoice, or you didn't receive it, contact support and we'll send a corrected one.