Hero Help Desk
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Knowledge base
Getting Your Start As a Hero
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
View all 11
The Travefy Platform
8
The Travefy Platform: Basics
Logging into the Travefy Platform
The Trips View
The Library View
The Editing View
View all 8
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
View all 9
Advanced Training Resources for Heroes
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
View all 8
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?
View all 8
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
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