Frequently Asked Questions

Find answers to common questions about Journey Mapper features, pricing, and troubleshooting.

Table of Contents

Frequently Asked Questions

Find quick answers to the most common questions about Journey Mapper. If you can’t find what you’re looking for, please contact our support team.

Getting Started

What is Journey Mapper? Journey Mapper is a specialized tool designed for coworking space operators to create, visualize, and optimize user journey maps. It helps you understand and improve every touchpoint in your member experience through intuitive visual mapping and powerful analytics.

Do I need any special software to use Journey Mapper? No, Journey Mapper is a web-based application that runs in your browser. You don’t need to download or install anything. It works best with modern browsers like Chrome, Firefox, Safari, and Edge, ensuring accessibility from any device.

Can I try Journey Mapper before purchasing? Yes! We offer a 14-day free trial with full access to all features. No credit card required to start your trial, allowing you to explore the complete platform risk-free.

How do I create my first journey map? Sign up for a free account, click “Create New Journey” on your dashboard, choose a template or start from scratch, add touchpoints by dragging them onto the canvas, connect touchpoints to show user flow, and customize and add details to each touchpoint.

Features and Functionality

What’s the difference between Basic and Advanced touchpoints? Basic Touchpoints (available on all plans) provide simple interaction points, basic customization options, and standard analytics. Advanced Touchpoints (Pro plans and above) offer complex multi-path interactions, advanced analytics and insights, custom branding and styling, and A/B testing capabilities.

Can I collaborate with my team? Yes! Journey Mapper includes robust collaboration features including real-time collaborative editing, comments and feedback systems, role-based permissions, version history, and team workspaces for seamless teamwork.

Can I export my journey maps? Absolutely! You can export your journey maps in multiple formats including high-resolution PNG/JPEG images, vector SVG files, comprehensive PDF reports, and interactive HTML widgets for versatile sharing and presentation.

Is there a mobile app? While Journey Mapper is optimized for desktop use, it works great on tablets and mobile devices through your web browser. We also have native iOS and Android apps for viewing and basic editing when you’re on the go.

Pricing and Plans

What plans do you offer? We offer several plans to fit different needs: Free Plan (basic features for individual users), Pro Plan (advanced features for small teams), Pro Plus Plan (full features for larger organizations), and Lifetime Plan (one-time purchase with all features). Visit our pricing page for detailed information.

Can I upgrade or downgrade my plan? Yes, you can change your plan at any time. Upgrades take effect immediately, while downgrades take effect at the end of your current billing period, ensuring flexibility as your needs evolve.

Do you offer educational or non-profit discounts? Yes! We offer special pricing for educational institutions and non-profit organizations. Contact our sales team for more information about available discounts and qualification requirements.

What payment methods do you accept? We accept all major credit cards (Visa, MasterCard, American Express, Discover) and PayPal. Enterprise customers can also pay by invoice for added convenience.

Technical Questions

What browsers are supported?

Journey Mapper works best with:

  • Chrome (recommended)
  • Firefox
  • Safari
  • Edge

We recommend using the latest version of your browser for the best experience.

Is my data secure?

Yes! We take security seriously:

  • All data is encrypted in transit and at rest
  • SOC 2 Type II certified
  • GDPR compliant
  • Regular security audits
  • 99.9% uptime guarantee

Can I integrate Journey Mapper with other tools?

Yes! We offer integrations with:

  • Google Analytics
  • Slack
  • Microsoft Teams
  • Zapier (1000+ apps)
  • Custom API integrations

Do you have an API?

Yes, we provide a REST API for custom integrations. API documentation is available in our developer section.

Account and Billing

How do I cancel my subscription?

You can cancel your subscription at any time from your account settings. Your account will remain active until the end of your current billing period.

Can I get a refund?

We offer a 30-day money-back guarantee for all paid plans. If you’re not satisfied within the first 30 days, contact us for a full refund.

What happens to my data if I cancel?

Your data remains accessible for 30 days after cancellation. You can export your journey maps during this time. After 30 days, data is permanently deleted.

Can I transfer my account to someone else?

Yes, account ownership can be transferred. Contact our support team to initiate the transfer process.

Troubleshooting

I can’t see my journey maps

Try these steps:

  1. Refresh your browser
  2. Clear your browser cache
  3. Check if you’re logged into the correct account
  4. Ensure you have permission to view the journey maps
  5. Contact support if the issue persists

Journey maps are loading slowly

To improve performance:

  1. Close unnecessary browser tabs
  2. Disable browser extensions temporarily
  3. Check your internet connection
  4. Try using a different browser
  5. Reduce the complexity of your journey maps

I can’t invite team members

Check these common issues:

  1. Ensure you have admin permissions
  2. Verify email addresses are correct
  3. Check if your plan supports team features
  4. Look for invitations in spam/junk folders
  5. Contact support if invitations aren’t being sent

Export is not working

Try these solutions:

  1. Disable popup blockers
  2. Try a different export format
  3. Reduce the size/complexity of your journey map
  4. Use a different browser
  5. Check if you have sufficient permissions

Best Practices

How should I structure my journey maps?

Start Simple: Begin with basic touchpoints and add complexity gradually Use Consistent Naming: Create naming conventions for touchpoints Focus on User Goals: Align touchpoints with user objectives Regular Reviews: Update maps based on real user feedback Collaborate: Involve team members in the creation process

How many touchpoints should I include?

There’s no strict limit, but consider:

  • Small journeys: 5-10 touchpoints
  • Medium journeys: 10-20 touchpoints
  • Complex journeys: 20+ touchpoints

Focus on quality over quantity - include touchpoints that truly matter to your users.

How often should I update my journey maps?

We recommend:

  • Monthly reviews: Check for outdated information
  • Quarterly updates: Major revisions based on data
  • After changes: Update when processes change
  • User feedback: Incorporate user insights regularly

Support

How can I get help?

We offer several support options:

  • Help Center: Comprehensive documentation
  • Live Chat: Available during business hours
  • Email Support: support@journeymapper.co
  • Community Forum: Connect with other users
  • Video Tutorials: Step-by-step guides

What are your support hours?

Our support team is available:

  • Monday-Friday: 9 AM - 6 PM EST
  • Email Support: 24/7 response within 24 hours
  • Live Chat: Business hours only
  • Emergency Support: Available for Enterprise customers

Do you offer training?

Yes! We offer:

  • Onboarding sessions: Free for new customers
  • Team training: Available for Pro Plus customers
  • Custom workshops: Tailored to your needs
  • Certification programs: Coming soon

Still Have Questions?

If you can’t find the answer you’re looking for:

  1. Search our documentation - Use the search bar above
  2. Check our community forum - Other users may have asked similar questions
  3. Contact support - Our team is here to help
  4. Schedule a demo - See Journey Mapper in action

Contact Support | Schedule Demo | Community Forum