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Frequently asked question

Registration

1. Why do I need to register in the service?
Registration in the IziPass service is required to obtain:
 - code-confirmation of the order by e-mail;
 - access to current orders and order history in your account;
 - ability to manage orders.

2. How to register in the service?
You are automatically registered when you first order the service through the IziPass service. A letter with a password to your personal account will be sent to your e-mail.

To enter your personal account on the official website of izipass.ru enter your email and password, to access your order history, your current orders and their status.

3. Why do I need to enter my email?
It is necessary to enter your current e-mail address, because to this address that you will receive a voucher with the order confirmation code, which you will be asked to present by the airport staff before providing the ordered services.

4. What if I can't log in to the service?
In case of unsuccessful authorization in IziPass service:
 - check if you enter your e-mail in the appropriate field "Email” correctly;
 - you may have already passed the automatic registration when you first ordered the service through the IziPass service and you already have a personal account registered to your current e-mail;
 - use the "Password Recovery" option by clicking on the link "Forgot password", specifying the current email and clicking "Reset" button.

If the issue is not resolved, please contact the IziPass support service by e-mail support@izipass.ru or according to the contact details specified on the official website of the service izipass.ru.

Order of Services

1. How can I purchase the selected service online?
To purchase the service through the IziPass service:
 - select the airport of departure or arrival;
 - select the required service;
 - specify the date and time of your planned arrival at the airport;
 - fill in the information about the passenger or passengers, as in the identity document;
 - specify the current contact information (phone number in international format, current e-mail);
 - enter your payment card details and pay for the order;
 - a voucher with a confirmation code will be sent to the e-mail specified when ordering the service.

The created order, order history and their status can be viewed in the personal account of IziPass service on the official website - izipass.ru.

2. How long before departure can I purchase the service?
You can book the service in advance 364 days before the date of delivery. The minimum booking time depends on the rules of the airport and the service you have chosen.
The rules of booking and provision of services can be found on the official website of the airport and in the IziPass service in the description of the service you are interested in.

3. How to book a service using a mobile device?
Book the required service via the service IziPass with a mobile device as easily as on a PC. Go to the mobile version of the IziPass official website izipass.ru or use the IziPass booking module on the official website of the airport, whose service you want to book. To use the service, it is enough to use the usual mobile Internet of your operator.

4. Where can I see my order information?
The history of orders, current orders and their status can be seen in your personal account of IziPass service on the official website of izipass.ru in the "Orders" section.

5. Can I order a service for someone?
You can order the service for yourself, your family, friends and colleagues. To do this, when ordering, you must enter the data of the passenger who plans to use the service.
After receiving a letter with a voucher-confirmation of the ordered service to your e-mail, do not forget to transfer the voucher-confirmation to all passengers specified in the order.

6. Can I order the service for several people at once?
When ordering services, you must specify the actual number of people planning to use the services. When placing an order in the additional field, you must specify their names, as in the document to be used in the journey.

7. What passenger data should be entered when ordering services?
When ordering services through the service IziPass in the appropriate fields of the order you must enter:
 - passenger's name and surname as in the identity document;
 - contact phone number in international format;
 - current email.

8. Is it necessary to enter the ticket data when ordering services?
To order the service, simply select the airport, enter the flight number, the date and time of the planned arrival at the airport, and fill in the fields with the contact details of the passenger planning to use the service.

Payment

1. Can I save my order without payment?
When ordering a service through IziPass, you must pay for the selected services immediately, as payment is included in the order process and cannot be made later.

2. What are the payment methods for the booked services?
To pay for the services through the IziPass service you can use credit / debit cards.
To pay for services, you need to fill in the appropriate fields of the form:
 - card number — 16 digits on the front side of the card;
 - CVV code — 3 digits on the reverse side of the card. If there are more digits, enter the last 3. If there is no such code on the card, contact the bank that issued the card to clarify the details;
 - card validity — month and year indicated on the front side of the card;
 - name of the card holder (in Latin letters).

A confirmation code will be sent to your e-mail address specified during registration.
Created orders, order history and their statuses can be viewed in the personal account of IziPass service. We will send you an email with a password to your personal account.

3. What are the ways to confirm the ordered service?
The confirmation of the service ordered through the IziPass service is only a voucher with a QR code and a letter code confirmation, which is sent to the buyer's e-mail.

4. What should I do if I cannot make the payment at the time of booking?
Possible causes of failure of payment though the IziPass service:
 - your account has insufficient funds or a limit on the amount of online payments;
 - your payment card has not passed the anti-fraud check;
 - technical reasons.

Anti-fraud check is a complex system of actions of various banks, which allows to detect fraud in the process of online payment.

There are several typical reasons why a bank may find your transaction suspicious and ask for confirmation:
 - payment is not made in the country in which your payment card was issued;
 - your payment card is in the "black list" of anti-fraud systems;
 - the payment system has blocked the processing of payment cards issued in certain countries, for example: some countries in Asia, Africa, Latin America and others, where the maximum number of risks and crimes with payment cards is recorded annually.

If the issue is not resolved, please contact the IziPass support service by e-mail support@izipass.ru or according to the contact details specified on the official website of the service izipass.ru.

We accept:


Payment options depend on a country where the service provider is located.

Order Confirmation

1. What is the order confirmation code and what is it for?
Confirmation of the service ordered through the IziPass service is only a voucher with a QR-code and a letter code confirmation, which is sent to the buyer to the e-mail specified during registration. To confirm the service for your convenience, you can present the voucher with the confirmation code of the order to the staff of the airport, at the time of rendering service or to dictate a letter code, also specified in the voucher.

The confirmation QR code is a two-dimensional bar code that contains encrypted information about your order.

2. How to get the order confirmation code?
Voucher code-confirmation of the order is automatically sent to your e-mail immediately after payment.

3. Do I need to print the voucher with the order confirmation code?
In order to use the ordered service, you must present a voucher with a confirmation code to the airport employee. There is no need to print the voucher, it can be shown directly on your smartphone.

4. What if the voucher did not come, but the money was written off?
If you have not received a voucher with a code confirmation after payment for the service:
 - check the correctness of the e-mail you entered in your personal account;
 - check for the letter with the order confirmation in the spam folder of your email;
 - contact the IziPass support service by e-mail support@izipass.ru or according to the contact details specified on the official website of the service izipass.ru.

Making Changes

1. Can I change the ordered service to another date?
To make any changes, you must cancel an existing order in your account in the "Orders" section and create a new one with the latest data.

2. Can I change my passenger details after payment?
The change of passenger data to the data of another person provides for the complete cancellation of the order and the creation of a new one. A cancellation message will be sent to your email.
In case of a minor typo in the name or surname of the passenger, there is no need to cancel the order. You can contact the airport for more information on the contact details provided in your voucher.

Order Cancellation

1. How can I cancel an order?
To cancel an order in the IziPass service, you need to:
 - enter the "Orders" section in your account;
 - click "Cancel” option;
 - confirm cancellation of the order.

A cancellation message will be sent to your email.

2. What is the minimum and maximum cancellation period?
The cancellation period of the current service through the IziPass service is governed by the rules of the airport whose service you have booked. The rules of booking and provision of services can be found on the official website of the airport and in the IziPass service in the description of the service you are interested in. For more information, contact the support IziPass service by e-mail support@izipass.ru or at the contact information listed on the official website of the service izipass.ru.

3. Will I get my money back, if I cancel the service and to what extent?
If the passenger for any reason canceled the ordered service, its cost is returned to the bank card with which the payment was made. The refund amount is subject to the rules of the airport you have booked.
The rules of booking and provision of services can be found on the official website of the airport and in the IziPass service in the description of the service you are interested in. Refunds usually take up to 14 days, but in any case it depends on the internal policy of your Bank, which can make a refund up to 30 days from the date of cancellation.
If the issue is not resolved, please contact the bank that issued your payment card.

4. Can I get a refund to another bank card?
Refunds are made only to the Bank card with which the payment was made.

Additional Questions

1. Where do I need to go at the airport?
The meeting point at the airport, as well as all contact details are indicated in your voucher. You can contact the airport staff to help you find your way around.

2. What to do if there is an error when using the service?
In case of technical errors and any other problems in the use of IziPass service, please contact support by e-mail support@izipass.ru or according to the contact details specified on the official website of the service izipass.ru.

3. Does the service work without Internet connection?
To use IziPass service, you must be connected to the Internet. For free use, the usual mobile Internet of your operator is enough. In order to use the ordered service, it is enough to present a voucher with the order confirmation code loaded in your email.