We are here to help

Passway support

If something is not working the way you expected, write to us. This page lists the support channels, answers the most common questions, and shows what to include so we can resolve it on the first try.

What Passway does

Passway keeps the expiry dates of your immigration and travel documents and warns you early enough to renew them without rushing.

Record passports, visas, travel insurance, and any other document with an expiry date.
Choose how far ahead you want the alert: 12, 6, 3, or 1 month, and 7 days before.
Receive reminders as a phone notification and by email.
Optionally upload a photo of the document; the file stays in private storage and only you can see it unless you authorize otherwise.
Designate someone you trust to also receive the alerts.

How to get help

Write to us through whichever channel suits you. Include the email you registered with and a description of what happened; that is enough for us to locate the case without asking for extra data.

+52 1 56 1013 2393

Message us on WhatsApp

From the application

Under Profile you will find the privacy notice, the terms, and your account's privacy and consent settings.

Available inside the application

We are still setting up an additional support channel. In the meantime, WhatsApp is the fastest way to reach us.

Common questions

Reminders are not arriving

Check that notifications are allowed for Passway in your phone settings, that the expiry date is entered correctly, and that the email did not land in your spam folder. If everything looks right and they still do not arrive, write to us with the document and the date you expected.

I forgot my password

Request the recovery link from the sign-in screen. It arrives by email and opens the application so you can set a new password.

Open account recovery

I want to delete my account

You can do it yourself in the application, or request it through support if you no longer have access. The guide explains what is deleted and which records may be retained.

How to delete your account

Who can see my documents?

Only you, unless you authorize access from the application. Every authorization can be revoked and every firm query is written to a log you can review.

Read the privacy notice

My secondary contact is not receiving alerts

That person must first confirm from the verification email we send. Until they confirm, they receive nothing. You can resend the invitation from your profile.

I want to report a security problem

Write to us on WhatsApp with the subject "security" and a description of what you observed. Please do not post the details publicly while we look into it.

What not to send us

We will never ask for your password or a verification code. If someone does so in the name of Passway or the firm, do not reply and report it.

Your password or any one-time code.
Document images through a channel we did not explicitly request.
Banking details: Passway does not charge inside the application.