FAQ

Have questions about the ITK App? Below you’ll find answers to some of the most common questions we receive. If you haven’t already, we recommend watching our ITK App Demo Video first, Here. It provides a helpful introduction and walks you through the key features of the app to get you started with confidence.
How much does the app cost?

To download the app is no cost.

How do I get my username and password?

Call 888-533-7637, x207 Mon-Fri 9am-5:30pm Eastern Time. We will take your order for your trip at that time and provide you with your group’s unique username and password.

Are there more than one username and password for the group?

There is only one username and password for the entire group to share. The program director has a special code.

Why does the Program Director have special code?

We call it the ‘admin codes’. This allows all the regular functions of the app, but gives them the ability to delete ANY photo, and to upload documents with the app.

What does the Program Director do if their documents are on a computer?
No problem, they simply login with their same special codes at our website, www.incentivetripkit.com. It is pretty self-explanatory once they have logged into the site. Browse your computer, choose your document, and press upload. Easy!
Possible reasons a traveler is not appearing on the map:
  • The user may not have their location services on for the app.
  • They may have logged out of the app and never logged back in.
  • Their device may have run out of battery or lost power.
  • The map simply needs to be refreshed.

     To refresh the map:
     Tap the icon in the bottom right corner of the map screen. Wait a moment…you’ll receive a notification once the refresh is complete.

Who can see the map?

Everyone who is logged into the app with your group’s codes and are ON THE TRIP. Family at home cannot see the map. The app knows if you are on the trip by your selection on the login screen, ‘Going on the trip’.

What if we do not want the mapping feature?
No problem, send us an email at [email protected] or call 888-533-7637, x207 and we can disable it for you.
When is the mapping feature working?

It turns on at 5am Eastern Time the day you leave, and turns back OFF at midnight, the end of the day you return.

How do I delete a photo?

You can only delete your own photos, unless you are the Program Director who can delete any photo. On the Photo Gallery, press and hold your finger on any photo. Select the photo(s) you want to delete, and press the delete button.

How long do I have to share my photos?

Select the More button at the bottom right of the screen, then the “Time remaining” button. You will see exactly how long you have, how many were shared yesterday and today, and how many more photos can be shared by the group. Usually you have a week AFTER YOU GET HOME to share any last minute photos.

When should I share my photos?

We suggest once a day if you have time. Family at home will be looking to see the fun you are having, plus others on your trip may want to share some of your great pictures of them with family!

I brought my good DSLR camera, can I share my photos?

Absolutely!! Please do. Go to www.incentivetripkit.com and login with your group’s username and password. You will see a button “Upload Photos”. Be sure to add your name so it will appear under your photos on the app!

Who can use the messaging feature?

Everyone on the trip. Guests can message each other, or the entire group at once. On the screen ‘Guests Using App’ anyone listed in YELLOW has the special Program Leader codes.

What happens to the messages after the trip?

You will be able to view the messages for 3 days after your trip.

I get this message ‘Special Characters Not Allowed’

This occurs sometimes on the login page. You likely have a blank space at the end of your first or last name. Do not use apostrophes if your name has one in it when logging into the app.

My photos are not uploading, what is wrong?

Most likely you are not connected to the Internet. You must be connected in order to use the app.

When will the video be ready, and how long is it?
Your video will be ready to view usually two (2) weeks after your photos have been submitted by your program director, who usually does this within a week after you have returned. You will receive a notification on the app when the video is ready to view. You can stream to view it and download it to keep on your computer. The length of the video depends on how many photos were shared. A good rule of thumb is 10 photos equals 1 minute of video.
How long will the video and photos be available online to view?
These will be available on the app or through the website www.incentivetripkit.com for three years after your trip. You will need your username and password to access it! We highly recommend you download the video and photos you want as soon as possible and keep them in a safe place to have for a lifetime!