Frequently asked questions (FAQs) - Annual Passes

Passes

Annual Passes

What are the names of our passes?
Adventurer Pass, Explorer Pass, and Discoverer Pass.
What is the validity period of the new passes?
New passes are valid for 365 days from the date of purchase.
Where can I see all the benefits and advantages of the new passes?
You can consult all the information related to the new passes here .
Which categories of passes can be purchased on the website and at the Office +PortAventura Club?
On the website, you can purchase the following categories of passes: adult, junior, senior, and child (if it is a new application for a child Pass, you must go to the Office +PortAventura Club to prove the age of the holder). Passes for visitors with disabilities must be purchased at the Office +PortAventura Club.
Where can I see all the information related to my Pass?
All the information related to your new Pass is available in your private area and, in addition, you will be able to associate other passes that you have purchased with your profile.
Are the new passes available in digital format?
Yes. When you purchase your new Pass, we'll send you a link so you can download it to your Wallet or Passbook. With your Digital Pass at hand, everything will be much more convenient.
Having a digital Pass is great, but if I want to have a physical Pass, how do I get one?
If you're looking forward to having a physical Pass, you can ask for one at the Office +PortAventura Club when you visit us. If the purchase has been made through the PortAventura World website, the cost of the physical Pass will be €6, whether it is the first purchase or a renewal or replacement. If the purchase or renewal of the Pass is made at the +PortAventura Club Office, only €6 will be charged for replacements, whatever the reason.
I have lost my physical Pass and want a new one, what should I do?
If you've lost the physical Pass, don't worry, you can always use the digital Pass. If you still want to have another one, you must ask for it again at the Office+PortAventura Club. It costs €6 per Pass.
What should I do if my contact details change?
If your contact details change, you can update this information in your private area, in the “My profile and my preferences” section.
Can I change the name or details on a Pass after it has been purchased?
No, it's not possible to change any information on a Pass that has already been purchased.
I have an Adventurer Pass and would like to visit PortAventura World on a date that is not available to me. Do I have a discount on the ticket?
If you have an Adventurer Pass, you can get 10% off park tickets. Check all the information here .
How long does it take to activate my Pass after purchase?
As soon as payment of the Pass has been processed and confirmed, you will be able to download the digital Pass and start using it.
Are there special rates for large families?
From the fourth member of the family onwards, you get a 25% discount on junior passes, on which no additional discount can be applied.
Where can I see the updated general and purchase terms and conditions for the passes?
You can see them at the following link: General and purchase terms and conditions
What type of documentation must be presented to purchase a Pass for people with disabilities?
In order to obtain a Pass at a reduced price, or free of charge, due to disability, a valid card, certificate, or official document (official proof of disability card) must be presented at the Office +PortAventura Club. You can find more information here (section "Categories of passes").
I still have some questions. How can I contact PortAventura World's Customer Service?
You can call us on +34 977 12 90 57 or send an e-mail to

Private Area

I have an old Pass that is still valid. Can I access the private area?
We're sorry but unfortunately only holders of the new passes (Adventurer Pass, Explorer Pass, and Discoverer Pass) will be able to access the private area.
How can I access the private area?
In the purchase confirmation e-mail we will send you the credentials to access your new private area.
I don't remember my password to enter the private area. How can I get it back?
You can change your password by clicking on “Reset Password" (below the login form). After a few minutes, you will receive an e-mail with a link to create a new password. If you don't see it, remember to check your spam mail.
What information can I find in my private area?
You will be able to see your contact details and all the information related to your Pass and associated passes, as well as your benefits and exclusive promotions.
If I have purchased more than one Pass, will I be able to link them to my account?
Yes, you can associate other passes with your account using the “Associate Pass" option, which you will find in the "My Pass" tab of your private area.
Can I buy discounted tickets inside the private area?
Yes, you can purchase discounted tickets in the "My benefits" section.
Can I make changes to the personal information in my account?
You can only change the contact details, except name and surname.
Will my account be deleted from the private area when my Pass expires?
No, the account with the information you had up to the expiration date of the last Pass will still be there.

Payment process

What payment options do I have?
You can purchase your Pass in two different ways:
Website: with a credit/debit card in a single payment or in 3 interest-free instalments with Klarna.
Office +PortAventura Club (park): with a credit/debit card or in cash.
Is online payment safe?
Yes, the website is certified with all security and data encryption protocols.
Can I purchase more than one Pass at the same time?
Yes, you can buy as many passes as you want in a single purchase.
Can I purchase a Pass for someone else?
Yes, you can buy a Pass for someone else without having to order a Pass for yourself. During the purchase process, in the information form, you must tick the box “Pass Applicant".
Can I buy a Pass at any time? For example, in the middle of the season?
Yes, you can buy a Pass at any time and it will be valid for one year from the date of purchase.
Can I upgrade my current Pass?
If you wish to change your Annual Pass for a higher category, you can request it at the Club Office.You can consult the conditions by calling 977 12 90 57 or asking at the Office +PortAventura Club.
Can I cancel a Pass after purchase?
No, a Pass cannot be cancelled once it has been purchased. Once you have purchased your Pass, no refunds or cancellations will be accepted.
What information do I need to provide when purchasing a Pass?
During the Pass purchase process, the following personal details of the holder will be requested: name and surname, date of birth, National ID, e-mail address, telephone, country, and postcode. In addition, a photograph of the Pass holder will be required, which must be attached during the purchase process.
Do I have to purchase my Pass again after one year or will it renew automatically?
Automatic renewal is not available, but don't worry. We will notify you sufficiently in advance at the e-mail address you provided during the purchase process to remind you of the expiration date. This way you can easily renew your Pass online.
Can the Pass be purchased online when the park is closed?
Yes, you can buy your Pass at any time of the year, but remember that it will only be valid when the Resort is open.
I received an error message during the purchase process. What can I do?
Exit the purchase process and try again later. Before trying again, please check that your account has not been charged. Also check if you have received any e-mails from PortAventura World.
If I renew my Pass before the current Pass expires, when will the new Pass become valid?
If you renew the Pass, both passes will be active until the old Pass expires.
I haven't received a confirmation e-mail. What should I do?
Contact our Customer Service Centre on +34 977 12 90 57 or send an e-mail to
Can I pay by direct debit?
No, this option is no longer available, but we remind you that you can pay in 3 interest-free instalments with our payment service provider Klarna when you purchase the Pass on the website.
Can I renew more than one Pass at the same time?
No, this option is not available. You will need to renew each Pass separately.

Klarna

What is Klarna?
Klarna is a payment service provider, and a PortAventura World partner, which assumes full responsibility for your payments. Klarna handles your payments securely.
How does the “Pay in 3 interest-free instalments” option work?
The deferred payment option will allow you to divide the cost of the purchase into 3 equal instalments. The payment of each instalment will be automatically charged to the credit or debit card that you entered when making the payment on the Klarna website. The first instalment will be charged when the order is confirmed. The second and third instalments will be scheduled for 30 and 60 days later, respectively. You can monitor the scheduled instalments in the Klarna app.
Can I take advantage of the “Pay in 3 interest-free instalments" option?
To use the "Pay in 3 interest-free instalments" option you must be at least 18 years old. In addition, the availability of this payment option depends on your financial situation.
Can I make multiple purchases using the payment in 3 instalments option at the same time?
Yes, every time you use the "Pay in 3 interest-free instalments" option, Klarna will re-check if you can use this option for each additional purchase.
What information do I have to provide when making a purchase?
If you want to make a purchase with Klarna using the "Pay in 3 interest-free instalments" option, you will need to provide your mobile phone number, e-mail address, current billing address, and a debit or credit card. The mobile phone number is required in case we need to contact you. All notifications will be sent to your e-mail address. It is very important that you provide the correct information, otherwise you will not receive your payment schedule or any updated information about the order.
Will a credit check be carried out?
Klarna may carry out a soft credit check (a quick and informal look at your credit rating) which does not affect your credit score and is only visible to you and Klarna, and not to other lenders. Neither Klarna nor PortAventura World carry out credit checks that may affect your credit rating.
What happens if I cancel my Pass purchase?
Cancellation of a Pass or monetary refund of any Pass purchased through Klarna is not permitted.
What happens if I don't pay the amount on time?
Klarna will attempt to automatically charge payment for your purchase to the credit or debit card you entered at checkout. If the fee cannot be collected by the scheduled due date, Klarna will make a new automatic collection attempt two days later. If this final payment attempt fails, Klarna will send you a statement for the full outstanding amount of the order, which will be payable within 15 days. Klarna will notify you when a payment is due two days before a collection attempt is made, and you can always check the due date in the Klarna app at your convenience. Your credit score will not be affected by the use of Klarna's "Pay in 3 interest-free instalments" option, even if you haven't paid on time.
What happens if I don't pay the amount of my Pass?
If you don't make the payments, you will incur a debt, since the "Pay in 3 interest-free instalments" option is a credit service. Klarna may then share information about your missed payments with credit reference agencies. This means that you may find it more difficult, or more expensive, to use Klarna or different credit services from other lenders in the future. Klarna can also refer any debt to a debt collection agency. This agency will collect the debt on behalf of Klarna. Also, if the debt is referred to a debt collection agency, Klarna will share this information with credit reference agencies.
I have been redirected to the Klarna website. Is this correct?
You can see all your Klarna purchases and payment schedule in the Klarna app or by logging in at klarna.com/uk/ .
Is my payment information protected?
Klarna processes your payment information securely. Card details are never kept or shared with PortAventura World. All transactions are made through protected connections with the latest protocols and security standards.
Can I pay before the due date?
Yes. Simply go to the Klarna app or log in to klarna.com/uk/ to make early repayments.
Have you received my payment?
Klarna will notify you via e-mail and send you a notification from the Klarna app when your payment is due and has been successfully collected, or in the unlikely event of a payment error. If you've been charged an instalment but haven't received confirmation, you can always check the status of your order and payments by going to the Klarna app or logging in at klarna.com/uk/ .
I haven't received an e-mail with my statement/payment information.
The confirmation process may take time and may not be automatic. You can log in on the Klarna app or at klarna.com/uk/ , where you will find all your orders and payment schedule information.
What do I have to do to log in on the Klarna website or app?
To log in to your Klarna account, you can follow the steps on the Customer Service page: https://www.klarna.com/uk/customer-service/how-do-i-log-in/ .
I still have questions about payments with Klarna. Who can I contact?
Klarna is an independent payment provider that is not managed by PortAventura World. Visit the Klarna app or the Klarna Customer Service page to see the full list of frequently asked questions, chat live, or call them.