Alto.Ski
Help & FAQs
Getting started, ski cards, lift-pass billing and Ski Club guidance.
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Getting started
What is Alto.Ski?
Alto.Ski helps you find ski destinations and accommodation, and manage supported lift-pass services in the app. The way you pay and the products offered depend on the resort. Check the current resort information before skiing; installing the app or adding a card does not itself buy a lift pass.
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Where can I ski, and is it pay-as-you-go or prepaid?
Check the resort in your app for the services available to your account. Some resorts support pay-as-you-go, some require advance purchase, and some products require qualifying accommodation covering the ski dates in the same checkout. An earlier hotel booking or saved Trip does not qualify. A resort listing, price list or compatible card does not prove that a product is on sale or valid for your trip.
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Do I need a physical ski card?
For products loaded onto a ski card, each skier needs their own compatible physical keycard at the gates. Your phone displays your account and ticket information; it does not replace that card. Some products use a different collection method, so follow the instructions for your confirmed purchase.
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How do I get started in the Alto.Ski app?
Install the official Alto.Ski app, create or sign in to your account, and follow the registration steps. Add payment details through the secure payment screen when requested, then add each skier and compatible card. For prepaid resorts, also complete the required ticket purchase. Never send payment-card details, passwords or verification codes in chat.
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Ski cards & family
How do I add a card using NFC, QR or its number?
Use the app’s option to add an existing card. If supported, read it with NFC; on Android, check that NFC is enabled. Scan one card at a time and keep it still near the phone’s NFC reader. Alternatively use a supported QR code or manual number entry. Check the skier details and card status. A successful scan alone does not confirm resort or ticket compatibility.
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Can I manage family members or guests together?
You can add skiers and their cards through the app’s supported family or guest flow. Each skier needs the correct personal details and their own compatible card where required. Review all active cards and payment requirements before skiing. Ski Club membership records and guest records are different; adding a guest does not grant membership benefits.
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How do I get a card, and when will it arrive?
Check the delivery or collection options offered for your resort and order in the app. Availability, locations, costs and lead times can vary; hotel collection is not guaranteed at every hotel. If travel is close or your card has not arrived, contact support before relying on collection.
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My card is expired. Can I renew it?
Check the card’s status in the app before travelling. If it remains expired, contact support so we can check the card and renewal options. Do not assume that a saved card, an old ticket or a previous season’s activation is valid for the new season.
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What does freezing a card do?
Use Freeze in the card’s details when it is lost or not being used. This blocks the card and excludes it from future active-card pre-authorisation calculations. It does not cancel a purchased ticket, refund charges or immediately release an existing bank hold. Unfreeze only a card you froze yourself and intend to use; contact support for other blocks.
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What if the lift gate does not open?
Check that you have the same physical card registered in the app, that it is active, and that the ticket or service covers the resort and date. For prepaid passes, check purchase and fulfilment confirmation. Follow local staff instructions and contact support if it still fails. Do not repeatedly buy another ticket without checking the first purchase’s status.
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Is removing a card the same as removing a person?
No. Where the app permits it, removing a physical card and removing a guest or person are separate actions. Use the control for the change you intend and check the confirmation. Some membership-linked profiles cannot be removed this way. Neither action cancels Ski Club membership, purchases or existing charges. Freeze a lost card promptly and contact support if unsure.
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Prices & billing
Where can I check current lift-pass prices?
Check the current resort price list in your app, or ask Alto chat for published lift-pass prices with the resort, dates and skier ages. Published tariffs are information, not a live checkout quote or availability guarantee. Prices, eligible age categories, card fees and product restrictions must be confirmed for your exact purchase.
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How is pay-as-you-go skiing charged?
At enabled partner resorts, recorded lift-gate usage is matched to the eligible resort tickets, including shorter-duration tickets where available. Timing can depend on the first and last gate use and the product’s time windows, rather than minutes spent moving. Charges are processed after skiing, with billing details in the app. Processing and bank posting are not guaranteed at exactly midnight.
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How do consecutive-day prices work?
Where the resort supports them, eligible consecutive-day products are evaluated for each skier’s recorded usage. Earlier charges are taken into account when calculating the next amount due. A day without skiing breaks that skier’s sequence. Products and maximum durations vary. This does not promise an automatic refund, a universal saving or an admission benefit from making a token gate passage.
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Are children free, and which age category applies?
Age categories and any accompanied-child offer depend on the resort, dates and exact ticket. Enter each skier’s correct date of birth. A child is not automatically free because an adult is on the account: qualifying adult usage, dates and ticket conditions may need to match. Check the current product before relying on a discount.
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How do I buy and use a prepaid lift pass?
Open the resort in the app and use the available ticket-purchase flow. Choose the correct skier, card or collection method, product and dates, then review the final price and conditions before paying. Wait for confirmed purchase and fulfilment before skiing. A saved payment card or Active keycard alone is not a prepaid ticket. Products and purchase deadlines vary.
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Can I change or cancel a lift pass or get a refund?
Contact support promptly with the relevant purchase details if dates or skier information are wrong, or if you need to cancel. Any change or refund depends on the product, its terms and fulfilment or usage status. Chat cannot promise approval, and freezing or removing a card does not cancel a purchase.
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Where can I review my skiing and payments?
Open your account’s transaction or ski history in the app to review recorded visits, charges and prepaid order details where available. Check the skier, dates and individual record. A saved Trip is a plan, not proof of lift usage. If a charge or record is unclear, contact support with the relevant reference, without sending payment-card details.
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Resort guidance
Does Alto guarantee access when a resort sells out?
No. Resort capacity limits, opening conditions and admission rules are set by the resort and can change. Check the resort’s current official guidance and the conditions of your valid ticket before travelling.
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What should I check for Montgenèvre or Les 2 Alpes?
Use the current resort page and any ticket-purchase option shown in the app. For prepaid products, confirm the exact dates, coverage, compatible card and successful fulfilment before going to the lifts. Ask support if a product or activation option is missing.
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Are short-duration tickets the same throughout Campiglio or Skiworld Ahrntal?
No. Eligible tickets can depend on the area, starting lifts, time windows, skier category and recorded usage. Do not assume Campiglio hourly prices apply when starting in Pinzolo or Folgarida-Marilleva, or that every Ahrntal ticket is supported. Check the current price list for the exact area and compare any alternative with the resort before skiing.
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Can I start in La Rosière using a La Thuile pass?
Do not assume so. Check the exact pass coverage and starting-area conditions before travelling. A valid pass for one area does not automatically permit a start across the border in the other area. Ask support or the resort to confirm your intended route and product.
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Hotels & other services
Can I find my hotel and resort information in the app?
Open the relevant hotel or resort in Alto.Ski and use the current-hotel, current-resort or favourites controls where available. The information and services shown vary by location. Selecting or favouriting a hotel does not make a reservation or qualify a lift pass for an accommodation package. Contact the hotel for stay-specific arrangements.
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Can I arrange ski hire through Alto?
Check the ski-hire information and partner links currently shown for your destination. Availability, discounts and booking conditions belong to the selected provider and must be checked before booking.
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Is ski insurance included with Alto.Ski?
No. Do not assume that using Alto.Ski or buying a lift pass includes ski insurance. Check your own policy and any separate insurance offer directly with its provider, including cover, exclusions and required documents. Ski Club membership insurance is a separate matter for Ski Club to confirm.
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Can I find ski lessons through Alto?
Use the ski-lessons information in the app or on this website to explore the services currently presented. Availability depends on the resort, provider, dates, ages and lesson type. Check the returned details and provider conditions before committing. A listing, price or enquiry is not a confirmed lesson booking.
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Ski Club Members’ App
How do I sign in to the Ski Club Members’ App?
Use the Ski Club Members’ App and follow the sign-in option it offers for your Ski Club account. Alto.Ski registration does not create Ski Club membership. Ask Ski Club about membership records or eligibility; ask Alto support about an Alto-powered lift-pass problem.
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How do I add a Ski Club trip or connect with a Rep?
In the Ski Club app, open My Trips and add a trip through the resort selection, then save the correct arrival and departure dates. Where a Rep and community chat are available for those dates, use the relevant chat to connect. Saving a trip is not a booking or a guarantee of Rep availability.
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How do I enable Ski Club notifications or change a skier photo?
For notifications, check the Ski Club app’s permission in your phone settings and any Focus or Do Not Disturb mode. In the app, open Chats where available. To change a lift-pass photo, open My lift passes, select the person and use the photo control if shown. Contact support if these options are missing; reinstalling is not the first step.
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Where can Ski Club members find snow reports and forecasts?
Use the current resort information on the official Ski Club website at skiclub.co.uk/resorts/. Features shown in your app can vary. Check the resort’s official lift-opening information before skiing; a forecast is not a guarantee that lifts are open.
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Who can fix my Ski Club membership details or renewal date?
Ski Club owns membership records, email changes and renewal status. If the app shows an old renewal date, sign out and sign in again through its normal login flow. If it remains wrong, use the official Ski Club contact page at skiclub.co.uk/contact-us/. Alto chat cannot change your membership or infer cover from a stale date.
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Where do I request a Freshtracks brochure or ask about Ikon Pass?
For the current Freshtracks brochure, use skiclub.co.uk/holidays/request-a-brochure/. Ask Ski Club directly about Ikon Pass through skiclub.co.uk/contact-us/. Alto’s lift-pass services do not establish Ski Club benefit eligibility.
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Where do I find Ski Club Member Offers?
Open Member Offers in the Ski Club Members’ App to see the offers currently presented. Check each provider’s terms, dates and membership eligibility before booking. An offer listing does not guarantee availability or a fixed discount, and adding a guest to an Alto account does not give them Ski Club membership benefits.
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Help & troubleshooting
What if the app crashes, I cannot sign in or a button is hidden?
Check for an update from the official app store and restart the app. Use the recovery option offered on your sign-in screen for the correct account. If a control is obscured, report your phone model, app version and display settings; you do not need to permanently reduce accessibility settings. Contact support with a redacted screenshot if needed. Never share a password or one-time code.
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How can I get help from a person?
Open Alto chat and request human help, or use the website contact form or help@alto.ski. A request is not an immediate-response guarantee. Explain the issue and include the app version and phone model when relevant; avoid payment-card details, passwords, one-time codes and unredacted personal screenshots. For Ski Club membership matters, contact Ski Club directly.
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