Help Center

How to register as member
  1. Registration device
    1. Register using mobile: Please click on sign in in the "lower right corner" to complete the registration step.
    2. Register using the desktop: Please click on sign in in the "top right corner" to complete the registration step.
  2. Registration account
    1. Register using an Yippi account: Complete your registration by filling in your Yippi username and sign in password. Your TogaGo account will always bind to your Yippi account after you sign up.
    2. Register using mobile phone number: Fill in your mobile phone number and complete your registration by entering your "one-time password" or "verification code" sent to your SMS message.
    3. Register using email address: Fill in your "email address" and "sign in password". Complete the registration by filling in the "verification code" sent to your email address.
How to sign in when forgot password
Click on "My Account - My Profile" to change all your personal data at any time.
  1. Sign In with Yippi Account
    1. Auto sign in: You can automatically sign in to your TogaGo account by clicking on "Profile - My Wallet - TogaGo" from the Yippi app.
    2. Manual sign in: Automatic sign-in may be affected if your internet connection is poor, but you can still use manual sign-in instead.
    3. Fail to sign in: Might be filling up a wrong password. You may go to Yippi app, click on "Profile - Customer Service Center - Other" for online consultation, or contact Yippi's customer service department (email: yippisupport@togalimited.com) for help.
  2. Login with mobile phone number
    1. Click on "Forgot password" on the sign in page, the system will automatically send the verification code to the mobile phone number that you’ve registered, please check your mobile phone text message to obtain the sign in password.
  3. Login with email address
    1. Click on "Forgot password" on the sign in page and the >new password will be automatically sent to your registered email.
Hotel booking process
  1. Complete your booking in four simple steps
    1. Select the destination and related information
    2. Destination / City Name
    3. Select the check-in and check-out dates
    4. Choose the number of guests and room type
  2. Selecting a hotel
    1. First, please select the hotel, room type and accommodation package.
  3. Enter personal information
    1. Please enter personal information such as: title (Mr./ Ms. / Mrs.), first name and last name of the ID card, country and region code, mobile phone number, and email address. Once all the information has been completed, please check again and make sure that all the information is correct.
  4. Guest profile
    1. You will need to enter the details of the visitor information, such as: title (Mr./ Ms./ Mrs.), name of the ID card and nationality.
  5. Payment method
    1. Before making payment, make sure that all the information you have filled in is correct.
    2. You may choose to pay with Yipps or other payment methods.
    3. Pay with Yipps: "Enter your 6-digit security password - agree to private terms and privacy policy - click Continue".
    4. Use a different payment method: "Agree to private terms and privacy policy - click continue". You will be redirect to a 3rd party payment page (2c2p) to continue payment. Kindly follow the steps to complete the process.
Notes on reservation status

In most cases, after the booking is submitted, the system will update your booking status within 1-2 hours.

In the event of special circumstances (e.g. hotel staff busy, system errors, etc.) your booking status may be delayed on updates. Therefore, if you do not receive your booking voucher two hours after payment, please sign in to "My Account - My Bookings" or contact our customer service specialist for further enquiries.

  1. Editing guest details
    1. You can contact our customer service specialist or contact the hotel directly to make changes.
  2. Changing room type after booking
    1. Approval to change the booking type depends on the hotel's current check-in status as an arrangement.
    2. In addition to seeking assistance from TogaGo Customer Service Specialists, we also recommend that you contact the hotel directly. This is to avoid wasting the time, and also to protect customers' privacy.
  3. How to get the booking voucher and invoice
    1. Please sign in to your account, click on "My Account - My Bookings - Click on the booking to view details - Click on view voucher and invoice" and you may choose to download voucher or invoice.
  4. Cancelling booking
    1. Please click on "My Account - My bookings - Booking Date - Request Cancellation / Refund" to request.
    2. The cancellation policy must be cancelled on a given date and time, otherwise the full amount of the room will not be refunded. If the cancellation policy indicates that the booking has been confirmed, it cannot be cancelled / modified / or is not staying, the full amount will not be refunded.
Hotel Room and Bed Type
  1. Room type
    1. Queen Bed: Room with queen bed for one or more people.
    2. King Bed: A room with a king-size bed that can accommodate one or more people.
    3. Twin rooms: A room with two single beds that can be accommodated by one or more people.
    4. Suites / Executive Suites: A room with one or more bedrooms and a separate living space that connects one or more bedrooms to the living or living room.
    5. Presidential Suite: The most expensive suite in the hotel's room type. Typically, there is only one presidential suite in the last hotel property with one or more bedrooms and a living room. Emphasize luxurious interiors, high-quality amenities and amenities, and tailor-made services (e.g., private butlers during your stay)
    6. Connected rooms: There are connecting doors in the room that allow access to the room next door without having to cross the corridor outside the room.
    7. Adjacent rooms: There are no connecting doors in the room and access to the next room is required through the corridor outside the room.
Price and room rate
  1. The prices shown on the website are all agreed prices with each partner, or the preferential rates offered by the partner to this website, without any additional offers or discounts.
  2. The total booking price shown on the website includes service charges, but does not include other additional hotel charges, such as taxes and city taxes.
Check in related FAQ
  1. Check in and check out times
    1. In accordance with international regulations, check-in time is 14:00 and check-out time is 12:00. If you check in early or check out late, you will need to inform the hotel's front desk staff in advance, and all additional requests can be communicated with the hotel reception, who can make alternative arrangements for the customer as appropriate.
  2. Guest details
    1. During check-in, please make sure the name on the ID is the same/actual with details filled-in while making the booking. The customer’s name filled in when booking the hotel must be the name of the actual check-in person. The name of the guest check-in must match the name of the check-in person who completed the booking.
Train booking process

  1. Complete your booking in few simple steps
    1. Select the destination and related information
    2. Choose the depart and arrive destination
    3. Select the depart date
  2. Choose the train route
    1. Choose the route according to your needs.
    2. You may filter by train type, departure and arrival time, departure and arrival station, and also seat type.
  3. Choose 12306 account / manual ticket booking
    1. By 12306 account: Fill in your 12306 ID and password and proceed to the next step to complete the booking.Ticket will impose a handling fee of RMB13.
    2. By manual ticket: Customers may proceed to train ticket booking without login. Ticket will impose a handling fee of RMB 18. However, this option will not allow for any amendments.
  4. Enter personal information
    1. Please enter personal information such as: ID card type, ID number, full name of the ID card, date of birth, mobile phone number, and email address. Once all the information has been completed, please check again and make sure that all the information is correct.
    2. Fill up the emergency contact details, click on “Continue”.
  5. Payment method
    1. Before making payment, make sure that all the information you have filled in is correct.
    2. You may choose to pay with Yipps or other payment methods.
    3. Pay with Yipps: "Enter your 6-digit security password - agree to private terms and privacy policy - click Continue".
    4. Use a different payment method: "Agree to private terms and privacy policy - click continue". You will be redirect to a 3rd party payment page (2c2p) to continue payment. Kindly follow the steps to complete the process.
  6. Onboarding
    1. Customers of 12306 and manual ticket may onboard to train by presenting their original Identity Card to the ticket collector.
Notes on train booking service
  1. Train ticket type
    1. Round-trip tickets: It is not currently advisable to purchase both outbound (from the departure station to the arrival station) and return (return to the departure station from the arrival station).
    2. Manual booking: Manual booking is not currently supported. If you have special booking requirements, you may contact our customer service specialist (email: customercare@togago.com) for further assistance.
    3. All train ticket bookings within eight days will not be allowed to apply for cancellation. Which means, start count from the booking day, bookings that exceed eight days or more can only apply for cancellation.
    4. Notes on manual ticket pricing charge
      1. All train tickets that cost below RMB19 are not allowed to request cancellation / refund.
      2. All train tickets that cost above RMB19 are allowed to request cancellation / refund. However, there is a charge of at least RMB15 on the handling fees.
  2. About identity verification
    1. Identity verification: From 1st March 2014, the Railway Bureau began to implement real-name verification. Those first-time online purchasers will need to bring the original ticket purchase documents to the railway station manual window for verification, and then through the online booking.
    2. Manual ticket: There is no verification needed for manual booking. You may go to the route details page and select "manual ticket" to fill up passenger details, and then submit your booking.
  3. Price differ
    1. Train seat price differs: TogaGo will charge the highest available fare per seat. The extra charge will be converted into GO Cash points and credited into your TogaGo account within 1-15 working days.
    2. Train passenger price differs: TogaGo will charge adult passenger fare on a child passenger. The extra charge will be converted into GO Cash points and credited into your TogaGo account within 1-15 working days.
  4. Reason to notify the conflict of route
    1. Non-CNY Peak Seasons: Passengers book tickets for the same date, itinerary and number of trips on this or other platforms.
    2. CNY Peak Seasons: Passengers have booked tickets on this or other platforms that overlap with this travel time.
    3. How to booking a route while conflicts happen: You may re-book again 30 minutes later after you have made a cancellation or refunds
  5. Purchasing tickets for non-second-generation ID cards
    1. For passengers who purchase tickets using a non-second-generation ID card, please select the correct type of document held and fill in the name and document number in the ID   
    2. We accept the following types of documents: ID card, passport, homecoming card, Taiwan cell card, permanent residence ID card for foreigners, and Hong Kong, Macao and Taiwan resident residence permit.
    3. Please confirm that the information and documents you have filled in are correct before making payment.
    4. The e-ticket system for domestic high-speed railways and regular-speed trains only supports Chinese ID cards and Chinese passports. If you use other certificates, you need to print the ticket purchase information sheet in advance and use the manual channel for verification.
Train seat type
  1. Train seat type
    1. High-speed rail / train / intercity train: provide business seat (special seat), mobile sleeper, first-class sleeper, second-class sleeper, first-class seat, second-class seat, no seat.
    2. Ordinary trains: soft seat, hard seat, no seat, advanced soft sleeper, soft sleeper, hard sleeper and other seats.
  2. Important notes
    1. During peak travel periods, in order to improve transport capacity, some trains will use soft or hard sleepers instead of soft or hard seats.
    2. High-speed train number: Train number starts with G, D, and C.
    3. Regular train number: K, T, Y, Z and other letters or pure digital numbers.
Types of tickets
  1. Children's ticket
    1. Children's tickets cannot be purchased separately, and to ensure the safety of children travelling, children must have an adult travelling with them and at least one adult ticket is required in the same booking.
    2. Children's tickets can be purchased using a child's identity document, or tickets can be purchased using a peer adult ID.
    3. Sleeper children's tickets and fellow adults have their own beds, need to share beds with children, please go to the station to buy tickets.
    4. The price of the children's ticket shall be based on the actual face price of the ticket issued by the Railway Bureau. GO Cash points will be refunded to your TogaGo account within approximately 1-3 working days.
    5. When a child is under 1.2m tall, each adult passenger may bring one child under 1.2 m in height free of charge, and other children will need to purchase a child ticket if they are older than one child, a child ticket will be purchased when the child is between 1.2m and 1.5m tall, and an adult ticket will be required when the child is above 1.5m.
Train booking refund FAQ
  1. If you request cancellation after the order has been paid (before the ticket has been issued), refund will be made automatically to your TogaGo account within 1-15 business days with the equivalent GO Cash points. Please check the refund progress at "My Profile - My Bookings / GO Cash" after cancelling your booking.
  2. If the purchase fails after a successful payment, we will immediately initiate a full refund for you into your TogaGo account within 1-15 business days with the equivalent GO Cash points. You can track your refund progress from "My Profile - My Bookings / GO Cash".
Train ticket refund FAQ

Online refund process can click on "My Account - My Bookings - Click on the booking to view details - Click on view voucher and invoice" and process on it.

If you apply for a refund on your 12306 account or at a station (manual ticket), if a refund occurs, the money will be refunded to your TogaGo account with an equivalent value of GO Cash points within 1-15 working days.

  1. Train ticket refund
    1. For 12306 account: Refunds need to be requested before departure. Please note that specific circumstances will still be subject to the booking page and all agency service charges deducted will not be refunded. The refund will be converted into GO Cash points and credited to your TogaGo account within 1-15 working days.
    2. For manual ticket: Ticket cancellation can be made via online with a handling charge of RMB19 to be imposed on the booking. Customers may also choose to request cancellation over the ticket counter with the original ID document. The refund will be converted into GO Cash points and credited to your TogaGo account within 1-15 working days.
  2. Domestic train refund fee rules
    1. No handling fee for refund made 8 days or more prior to departure.
    2. 48 hours and 7 days (inclusive) prior to departure: 5% fare charge.
    3. 24 to 48 hours prior to departure: 10% fare charge.
    4. Less than 24 hours prior departure: 20% fare charge.
    5. If you make changes (including changes to the arrival station) between 48 hours and 15 days and then cancel your ticket more than 15 days before departure, 5% of the ticket price will be charged.
    6. The final refund will be subject to the actual refund of the Railway Bureau (rounding for a minimum of RMB 2 in case of charge).
About reimbursement

You may head over to the railway station to collect physical paper train tickets or reimbursement vouchers. According to the railway bureau, paper train tickets are reimbursement vouchers. You can also pick up your itinerary from the station.

  1. Within 30 days / before departure or on the day of the ride: Please bring the original valid ID used to purchase the ticket to the station ticket window, self-service /ticket picker in exchange for reimbursement vouchers.
  2. Within 30 to 60 days (including the same day): Head over to the station or ticket window, with the original valid ID and booking number of the passenger in exchange for reimbursement vouchers.
  3. More than 60 days to 1 year: The ticket booking number must be provided on the day of the ticket collected and the Railway Bureau is required to unlock it before you can collect your reimbursement voucher at the designated station.
Booking status

All newly created bookings must be completed with payment within 10 minutes, otherwise the system will be redirected back to the homepage, and your created booking will be defaulted to "Booking Failed" status in the system.

  1. Accommodation booking status description
    1. Pending confirmation: Payment has been made successfully and booking being processed by the hotel before voucher sent. Please wait for the status to be changed to "Confirmed".
    2. Booking confirmed: Booking completed. Customers can easily check the booking status on "My Profile - My Bookings" for more details.
    3. Checked-in: Customers had completed their stay.
    4. Pending cancellation: Customers requested to cancel their booking.
    5. Booking cancelled: The booking was cancelled due to some factors. The reason may be the cancellation by the hotel or the timeout on the booking process.
    6. Refunded: The cancelled booking has been successfully refunded. You can click "My Account - My Bookings / GO Cash" to view more in detail.
  2. Train booking status description
    1. Booking success: The booking was confirmed. You may check the booking status on "My Profile - My Bookings" for more details.
    2. Pending refund: Customer requested for a refund and the system is under review. Please wait patiently for the update on refund status. If the request is successful, status will display "Refunded". And if the request fails, status will display "Refund Failed".
    3. Refunded: The cancelled booking has been successfully refunded. You can click "My Account - My Bookings/ GO Cash" to view more in detail.
    4. Refund failed: The refund was unsuccessful. It could be that your booking does not accept a refund; please create a new booking again.
    5. Pending cancellation: Customer requested for a booking cancellation and the system is under review. Please wait patiently for the update on booking status. If the request is successful, status will display "Cancelled". And if the request fails, status will display "Cancellation Failed".
    6. Cancelled: The booking has been successfully cancelled.
    7. Cancellation failed: The cancellation was unsuccessful. It could be your booking does not allow to be cancelled, please create a new booking again.
    8. Booking failed: The booking is invalid due to some factors. The reason may be the cancellation by the ticket issue parties or the timeout on the booking process.
    9. Payment failed: Booking status will display "Payment Failed". It could be that the booking process took more than 10 minutes. Therefore, the system redirects back to the homepage and does not detect any payment made.
  3. Booking status has not been updated
    1. Generally, most of the booking status can be confirmed within 30 minutes.
    2. If the booking status has not been updated for more than 30 minutes, you can go back to the homepage of this site by clicking "My Account - My Bookings" to see the latest status of the booking, or contact our customer service specialist directly to confirm.
  4. Order payment details
    1. The total amount of each order will include a 2% processing fee.
Payment methods

We support below payment methods:

  1. Sign in with Yippi account
    1. Payment can be made using with Yipps.
  2. Sign in with phone number or email address
    1. Payment can be made using a credit card (currently only available: FPX / VISA / MasterCard).
    2. Payment can be made using an e-wallet (currently only available: Boost / TouchnGo / GrabPay).
Payment related issues
  1. Confirming a successful payment
    1. Click on "My Account - My Bookings" to access all your booking details.
  2. Price differs
    1. The main reason might be it is affected by real-time price changes and updates from the hotel or train ticket suppliers. Therefore, you may experience a notice of a price change, or a page that jumps back to the home page during the payment process.
  3. Why is the payment page cannot be displayed
    1. The browser has not been upgraded, resulting in a low level of encryption and no access to the banking system.
    2. Limited access to the Internet environment or Internet access may be limited by the network service provider, if available, to replace an Internet access or environment.
    3. If your network may not be working well at the time, try refreshing the page. If refreshing the page does not resolve this issue, the browser may have set up a cache, please click "Tools - Internet - Delete cookies / Delete Files" in the IE menu to clear the temporary file.
Request a refund

A refund must be made in accordance with your booking rules, if the booking allows a refund, you can request a refund online.

Note: All refunds are subject to the booking rules, and if your booking policy does not accept a full refund, we will not be able to refund the full amount.

  1. Refund process
    1. Simply fill in your reason for the refund and click "Submit". Our customer service specialist will process the refund within 7-14 business days. Final decision subject to respective hotels.
    2. Booking policy (including hotel and train ticket reservations) refund process may vary.
About GO Cash terms and conditions
  1. GO Cash terms and conditions
    1. GO Cash points cannot be transferred or redeemed in cash.
    2. GO Cash points has no expiry date until further notice
    3. TogaGo reserves the absolute discretion to modify all or any part of this Promotion at any time without notice. Please read and understand all of the above rules carefully before you operate.
  2. How to utilizing GO Cash points
    1. On the payment page, there will be a small box indicating available GO Cash points that you may redeem.
    2. Total points redemption will be automatically displayed by the system; customers may decide to redeem the display GO Cash points or not. No manual key in points available.
    3. If the available GO Cash points are more than the total amount of the booking, the remaining GO Cash points will be automatically updated after the points are redeemed.
    4. If the available GO Gash points are less than the total amount of the booking, customers will have to top up the remaining payable balance with other payment methods available on the website.
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