Hero Help Desk

Welcome to ViaHero! 6

• The Role of the Hero
• What makes ViaHero special?
• Our Values
• ViaHero's Quality Standard
• The Planning Process: Start to Finish

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Your ViaHero Account 11

• Hero Dashboard: A Quick Tour (VIDEO)
• Logging into the ViaHero Dashboard
• Resetting Your Account Password
• Your Hero Profile
• Making changes to a profile

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The Travefy Platform 8

• The Travefy Platform: Basics
• Logging into the Travefy Platform
• The Trips View
• The Library View
• The Editing View

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Receiving Trip Requests 5

• How long do Heroes have to respond to trip requests?
• What happens when I accept a trip request?
• Can I decline a new trip request? What happens?
• Once accepted, when should I start messaging with a Traveler?
• Scheduling a Phone Consultation (Optional)

Building and Submitting Guidebooks 9

• Hero Dashboard: A Quick Tour
• The Travefy Platform: Basics
• The Planning Process: Start to Finish
• Building a ViaHero Guidebook
• Guidebook Templates: A Quick Tour

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Traveler Messaging 8

• VIDEO: I just accepted a request. What's next?
• The Three Phases of the Trip Planning Process
• Making Lodging Recommendations
• Traveler: My traveler isn't responding to my messages. What do I do?
• Planning Thread of a REAL Trip: Example #1

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Messaging Templates 5

• Welcome Message Template (customization form NOT completed)
• Welcome Message Template (customization form complete)
• Example Welcome Message
• Example Preliminary Outline Message
• Itinerary Outline Template

Responses to Common Traveler Questions 5

• Traveler: Will I be able to use my maps offline? How?
• Traveler: How do I view my guidebook in the ViaHero app?
• Traveler: I have not received the guidebook email.
• Traveler: My guidebook is asking for an invite code/login...
• Traveler: How do I purchase a visa for Cuba? (CUBA ONLY)

Pricing and Hero Payment 8

• When, How, and How Much Heroes get Paid
• What does ViaHero cost?
• How does the per day charge work? What counts as a full “day”?
• How much do Heroes get paid?
• How do Heroes get paid?

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Cancellations and Refunds 2

• What is ViaHero's refund and cancellation policy?
• Do Heroes get paid if a traveler cancels during the planning process?

Traveler Upgrades 1

• How do travelers add planning days after traveler request?

Reviews and Testimonials 4

• Why do I need to submit testimonials during onboarding?
• Where can I see my profile reviews?
• What happens if I get a negative review?
• Can I reach out to a traveler after their trip to discuss their review?

Coupon Codes 2

• Can travelers apply a coupon after they have purchased?
• Traveler coupon code didn't work

Hero FAQs 4

• What is ViaHero?
• What is the role of a Hero?
• Do Heroes meet travelers in person?
• Can I recommend my friends as Heroes?

Helpful Links for Travelers 1

• ViaHero on the web

SuperHero Designation 3

• What is a SuperHero?
• Adjusting capacity as a SuperHero
• How do I manage my availability? (Vacations)

Guidebook Templates and Examples 3

• Hero Note Template
• Hero Budget Template
• Pending Bookings Section Instructions