Traveler Help
Navigating the ProRome App
Every ProRome pilgrim uses the ProRome App to sign in, see their trip, make payments and upload their passport, and to stay in touch with the group on the road. Here is how to get in and get around.
Who Can Access the App
The person who registered for the trip (the traveler), the billing e-mail listed at registration and, if applicable, the parent / guardian e-mail.
If you have access and need to grant access to someone else, follow the steps under Adding Someone to Your Account below.
Register for Your Trip First
You can only sign in to the ProRome App after you have registered for a trip. Registering is what sets up your account.
- Use the registration link from your group leader, go to your trip’s webpage on prorome.com, or open app.prorome.com and tap the Register tab to choose your trip.
- Fill out the registration form. Use an e-mail address you check often.
- Once you are registered, follow the steps in the next card, Create Your Password, using that same e-mail.
Use “Create Your Password”
If you have never signed in to the new ProRome App, including anyone who registered through our old portal, start here. Passwords from the old portal did not carry over.
- Go to app.prorome.com.
- Stay on the Log In tab and tap the blue Create Your Password button.
- Enter the e-mail address ProRome has for you and choose a password.
- We e-mail you a 6-digit code within a minute. Check your spam or promotions folder if you don’t see it. Type the code in and you are in.
Use “Forgot your password?”
If you have already created a password in the new ProRome App and can’t remember it, reset it here.
- Go to app.prorome.com.
- On the Log In tab, tap Forgot your password?
- Enter your e-mail address and follow the instructions we send you.
Your Account
Who Is on Your Account
When you sign in and open a trip, you will see the traveler’s details, and below them a list of everyone on the account with their name, e-mail, phone and access level. Each person signs in with their own e-mail.
Traveler
The person going on the pilgrimage. Signs in with the e-mail on their registration to see the trip, make payments and validate their passport.
Billing Party
The person paying for the trip. Signs in with the billing e-mail to see the trips they pay for and make payments.
Parent / Guardian
For travelers under 18. Signs in with the parent / guardian e-mail. All of your children’s trips appear under one login, and you can pay for each.
Adding Someone to Your Account
Anyone already on the account can give access to someone else, such as a husband or wife, a grandparent, or another family member.
- Sign in to the app and open the trip.
- Below the list of people on the account, tap Grant Additional Access.
- Type the person’s name and e-mail, and choose how they are related to the account:
- Traveler
- Billing party
- Parent / guardian
- Spouse
- Other
The new person then goes to app.prorome.com, taps Create Your Password, and uses that e-mail.
People added this way can view the trip but cannot make payments or change anything. To change the traveler’s e-mail, or to make someone the official billing party or parent / guardian, contact the office at (434) 953-1112 or office@prorome.com.
Common situations
Payments
Making a Payment
Once you are signed in, tap Make a payment. You will see each installment for your trip, what has been paid and what is still due. Choose the payment you want to make and complete it by card or by bank payment.
Your deposit is due within 10 days of registering. Later installment dates are shown in the app and on your trip’s page.
Good to know
- Bank payments take time. A bank payment shows “Processing” for about four business days. That is normal, so please don’t pay a second time.
- A payment that didn’t finish was not charged. If a payment stops before it is completed, you can simply try again.
- Paying for more than one traveler? Parents and billing parties see every trip they are responsible for under one login and can pay for each from there.
Passports
Uploading and Validating Your Passport
Every traveler uploads their passport in the ProRome App. The app scans it and fills in your passport details for you, but a scan can misread a letter or a date, so we ask you to check the details and confirm them.
- Upload a clear photo of your passport’s photo page in the app.
- The app scans the page and fills in your passport details automatically.
- Check every field against your passport: your name exactly as printed, passport number, date of birth, nationality, and issue and expiration dates. Correct anything the scan got wrong.
- Tap Validate Passport to confirm the details are correct.
Your passport is not finished until you validate it
Uploading the photo is only the first step. Until you tap Validate Passport, the app will keep sending you e-mail reminders. Once you validate, the reminders stop.
Your passport must be valid for six months after the date you return home. New and renewed passports can take up to three months, so apply early if you need one.
Questions
Common Questions
The app says “We couldn’t find your trip.”
You signed up with an e-mail address that is not on your registration, often a typo or a second address. Try again with the e-mail you used to register, or the one ProRome has been writing to you at. If you would like to use a different address, contact the office and we will connect it to your trip.
My 6-digit code never arrived.
The code usually arrives within a minute. Check your spam, junk or promotions folder. Make sure you used Create Your Password if you have never signed in to the new app, and Forgot your password? only if you have. If you still have nothing after a few minutes, contact the office.
Why doesn’t my old portal password work?
Passwords from the old portal did not carry over to the new ProRome App. Use Create Your Password with the e-mail ProRome has for you to set a new one.
My payment shows “Processing.” Should I pay again?
No. Bank payments show “Processing” for about four business days while the bank completes the transfer. It will update on its own. If it still shows “Processing” after a week, contact the office.
I uploaded my passport. Why do I keep getting e-mails about it?
The reminders continue until you validate your passport. Open your passport in the app, check that the scanned details match your passport exactly, correct anything that is wrong, and tap Validate Passport. The reminders stop once you do.
Can I change the e-mail address on my account?
Only the office can change the e-mail on a registration. Contact us with the address you would like to use and we will update it. You can then sign in with it using Create Your Password.
What else is in the app?
The ProRome App is your home base for the pilgrimage. Before you travel it holds your trip details and payments. On the trip itself, your Tour Manager uses it to send the group updates and notifications, so keep the app on your phone and allow notifications.
Still Need Help?
Our Office Is Here to Help
If you still can’t sign in or make a payment, or you would like to use a different e-mail address, call or write to our office and we will connect your account.