KOZA·LAB Bali Guide

Bali Guide Support

Help & FAQ

For questions, problems and feedback. If it is about your account, please write from the email address you sign in with.

Frequently Asked Questions

How do I sign in?

Enter your email address and we send you a one-time code. Type the code in the app to sign in. There are no passwords, and no Sign in with Apple or social logins.

I didn't get the code.

Check your spam folder, wait a minute, then request a new code. If it still doesn't arrive, email us.

Where are my tickets?

Open the Tickets tab. Each ticket has a QR code, and tickets also come as Apple Wallet passes. Your tickets are stored with your account, so they show on every device you sign in on.

Where do I pay for tickets?

Tickets are paid on balievents.co through our payment provider Xendit. The app itself does not take card details.

How do I get notified about a venue?

Follow the venue. We send you a push notification about new events at venues you follow. You can turn notifications off in iOS Settings.

How do I contact an agent about a home?

In Villas, ask a question on WhatsApp or request a viewing. A viewing request sends your name, WhatsApp number, preferred day and time, move-in date and message to Baliestate, which passes it to the agency that listed the home. Agents reply on WhatsApp.

Are the prices in Villas final?

Prices in Villas are asking prices from the listing agency. "vs median" compares asking prices, not what people paid.

Are my saved items on all my devices?

Not all of them. Saved events are kept on your phone. For now, saved homes, compare lists and search alerts are stored on your phone only too, so they don't show on other devices. Tickets and the venues you follow are stored with your account and show on every device.

What is door mode?

Hosts can create events and scan tickets at the door. Door mode uses the camera only to scan ticket QR codes. The images are not stored or sent.

How do I delete my account?

In the app, open Profile → Delete account. You can also email us. See Delete Your Account below.

Privacy

Bali Guide collects only what it needs to run your account, tickets and enquiries. We do not sell your data.

Sign-in is by email one-time code. We store your email address and an account ID, and no passwords
Tickets and followed venues are stored with your account. Saved events stay on your phone, and for now so do saved homes, compare lists and search alerts
Location is used on your phone only, to centre the map, and is never sent to us. The camera is used only in door mode, and images are not stored or sent
Crash reports through Google Firebase Crashlytics are linked to your account ID, never your email
Ask AI messages go to Baliestate's assistant under a random chat ID kept on your phone, not your account
The app contains no advertising SDKs and does not track you across other apps

Read the full Privacy Policy.

Delete Your Account

In the app, open Profile → Delete account. This deletes your account and the data tied to it.

Or email marketing@koza-lab.co from the email address of your account with the subject "Delete my Bali Guide account". We delete it within 30 days.

Tickets already sold stay in the organiser's records as required by law, kept without your account.