Frequently Asked Questions

We understand that, while we love skiing Aspen Snowmass and we love technology, they don't always love each other. Here are a quick fixes to common problems:


HOW DO I CONNECT MY ACCOUNT?

In order to view your Skier Days and save your Stats, you will need to login or connect your account to your lift ticket. If you have purchased online with us in the past, you can use the same username and password to login to the App. If you do not have a login, you will need to Connect Your Account.

In order to Connect Your Account you'll need to have your Aspen ID (located on the back of your Aspen Card, which is your lift ticket / pass), email address and last name. With this information, we'll be able to identify your profile in our database and activate your Aspen Snowmass app account. To do this, follow these steps:

1. When you open the app for the first time, tap ‘Start’ on the Welcome Screen
2. Then tap ‘Connect Account’
3. Enter your Last Name
4. Enter your Email Address – this should be the email account where you receive Aspen Snowmass emails
5. Tap ‘Next’
6. Enter your Aspen ID, which is located on the back of your Aspen Card (your lift ticket)*
7. Tap ‘Next’
8. On this step, you may be asked to Create a Password, or you might be prompted to Reset Your Password
a. If you are prompted to Create a Password, follow the guidelines provided on the page
b. If you are asked to Reset Your Password, you will receive an email with a temporary password – copy the entire password and paste it into the app before creating your own.
9. Finally, you will be asked to log in after you have created or reset your password. Use the email address that you entered in Step 4, and the password you just created here.
10. Enjoy using the app!


*If you don't have your Aspen Card yet, or if you have misplaced it, you may call our Mountain Call Center team at 1-855-509-8642 to retrieve it. You may also elect to “Continue as Guest” – this option allows you to access areas of the app that don't have personalized tracking features— you'll still be able to check weather and mountain conditions, events and activities, and information regarding our lift tickets, lessons and rentals.

HOW DO I LOG IN?

If you do not know your login information, please refer to the ‘How Do I Connect My Account?’ section above. If you already know your login details (hint: it is the same username and password you use to purchase online), follow these steps.

1. When you open the app for the first time, tap ‘Start’ on the Welcome Screen
2. Then tap ‘Login’
3. Enter your username and password – these are the same as what you use to purchase online with us


Once you have logged in, you will remain logged in until you log out. If you are having trouble, please give our Mountain Call Center team a call at 1-855-509-8642.

Please note that your login information in the Aspen Snowmass App is the same as your login information to our online stores.

WHAT DOES IT MEAN TO ‘CONTINUE AS GUEST’?

This option allows you to access the app without connecting your profile. You will not be able to track your Stats or Skier Days, or use the Loyalty Program on the App, if you are in Guest Mode. However, you will still be able to see Mountain Conditions, Mountain Cams, Grooming Reports, Lift Status, Trail Maps, Event & Activity information, as well as details on our Lift Tickets, Lessons and Rentals!

This option is also required for guests under the age of 13. Please check out our Privacy Policy, or take a look at our Safety and Standards tab for more information regarding data collection as it pertains to minors.

HOW DO I LOG OUT OF THE ASPEN SNOWMASS APP?

To log out of the Aspen Snowmass App, follow these steps:

1. Tap on the four horizontal bars in the upper right-hand corner of any screen
2. Tap on Settings
3. Tap the Log Out button


Once you log out, your personal data will be deactivated, but you'll be able to access all other public-facing features in Guest Mode. You can log back in within that same location. Or, if you've closed out the app, you'll be prompted to login at the welcome screen.

MY STATS & TRACKING

One of our favorite new features is My Stats & Tracking. This feature allows you to choose a mountain and track your downhill vertical feet throughout your day! With Tracking on at Aspen Highlands, you will also be able to track Bowl laps.

TIP: it is best to start tracking when you first arrive at the mountain; while on a ski lift; or at the top of trail. If you start tracking in the middle of a trail, your total vertical may not be counted for that run.

1. From the Dashboard, tap on My Stats and Tracking
2. On the Stats page, tap on the “Tracking” tab at the top of the page
3. If you have not turned on Location Services, tap “Always Allow” or follow the prompt to your “Settings”
4. Select a mountain by tapping on the mountain name – it will highlight in blue when selected
5. Tap on ‘Continue’
6. Start skiing or riding!

Important things to remember about Tracking:

  • This feature uses GPS technology. You can still use the GPS Tracking feature without cell service or WiFi connection, however you will need to login to see your Stats to start – this requires a cell connection OR WiFi, but once you are logged in, you can use the app throughout the day without connection.
  • Older devices and software may not be as accurate in tracking via GPS.
  • On many mobile devices, using GPS has a negative effect on battery life. Taking extra precautions, such as keeping your phone warm throughout the day, will help ensure that you can continue to use the Aspen Snowmass App all day long.
  • For the most accuracy in tracking, make sure you enable Location Services to “Always Allow” – setting your Location Services to “Only While Using” will cause discrepancies with the technology.
  • Tracking will turn off automatically after 8 hrs. Remember to turn on Tracking at the beginning of each new ski day.
  • If you leave the mountain boundary, you will be prompted to turn off Tracking when you reopen the app.
  • If you ski at more than one mountain during the day, you will need to turn on Tracking at the new mountain once you have arrived.

MAPS

This tab displays a trail map for all four of our mountains: Snowmass, Aspen, Aspen Highlands and Buttermilk. These maps are also interactive, and require Location Services to be enabled in order to work as accurately as possible. You will need to turn on Tracking in order to view your location on the Map, but once you have turned on Tracking, the map will center to your location when you open the Map. If you are noticing errors or inaccuracies, first make sure your Location Services are set to “Always” or see our troubleshooting section for more details.


YOUR PHONE IS DYING. FAST!

Unfortunately, powder is great for skiing but not great for battery life. Avoid exposing it to the cold air unless absolutely necessary. Keep it in a warm pocket. There are also some great cases that help to prevent your battery from dying in the cold, and even some portable chargers that are small and can help you juice up between runs.

Use iOS devices where the ambient temperature is between 32 and 95 degrees Fahrenheit (0 and 35 degrees Celsius). Low or high temperature conditions might cause the device to change its behavior in order to attempt to regulate its temperature. For more information regarding iPhone reactions to extreme cold or hot temperatures, and tips to helping improve performance on-mountain, check out this support article on Apple's website.

UPDATE YOUR PHONE AND UPDATE YOUR APP

A lot of times, weird quirks and crashes within mobile applications is simply because they haven't been updated. Software updates on your phone are crucial for good app experiences across the board, and as we continue to grow the app and its technology we'll also be pushing out new versions and updates. Before reaching out to our Guest Services team, make sure that your phone is updated to the most recent Operating System and you're using the most recent version of our app.

LOCATION TRACKING

In order for our maps to accurately show where you are on the mountain, or to use the vertical feet and Bowl lap tracking features, you'll need to give the app permission to track your location. - For the most accuracy in tracking, make sure you enable Location Services to “Always Allow” – setting your Location Services to “Only While Using” will cause discrepancies with the technology. This technology will run for eight hours from the time you accept location tracking. If you don't want to to turn on location tracking, that is OK with us but the maps will remain static, we will not be able to show you where you are located on our on-mountain maps, and you will not be able to track your vertical skiing and Bowl laps stats.

For maximum accuracy you'll need to make sure to open the app and accept location tracking before you get on a lift, if at all possible. If not, the maps and tracking will still work but the location tracking technology will reset itself when you get to the top of the lift you're riding in order to appropriately understand where you are on map, which could take a minute.

Please take note that there are limitations to GPS tracking and there may be occasional blips if a satellite signal is being blocked by something nearby. This doesn't happen often. It should correct itself, or you can try closing out of the app, then reopening it and navigating back to the maps and stats & tracking pages.

Also, note that Location Services are automatically disabled after 8 hours of use. This helps preserve battery life. You will need to close the app entirely, and reopen it to start tracking your location again.

If you are still having trouble, please notify our Guest Services team at 1-855-509-8642.

YOU CAN'T CONNECT YOUR ACCOUNT

If you meander over to the "Your Account" tab, we'll walk you through how and why we sync your account. If you're having issues syncing accounts it might be because you have multiple Aspen Cards. If you have your other Aspen Card(s) on hand, feel free to see if a different Aspen ID works. If not, our Guest Services team has access to view your entire account, and can help get you the right number / identify the problem.

1. Ensure that your last name, email address and Aspen Card ID are correct. If you are unsure, try a different email address. If the issue persists, contact Guest Services at1-855-509-8642.

2. In some cases, you may not have an email address associated with your account. You will need to call our Guest Services team to get this set up, and then you will be able to complete the steps to connect your account. Please contact them at 1-855-509-8642.

3. If your account does not have a birthdate associated with it, our Guest Services team will need to help get that set up in order for you to complete the steps to connect your account. Please contact them at1-855-509-8642.

4. You may have more than one account in our system. If this happens, you might not be able to connect to your account with your email address and/or you may not see accurate skier days reflected when you log in. If you are having trouble, our Guest Services team can help merge your accounts into one and get you on your way. Please contact them at 1-855-509-8642.

5. If you are under the age of 13, you will not be able to connect to your account per the Children’s Privacy section of our Privacy Policy. You may continue using the app as a guest.

6. Have you purchased in the past with us but don’t have your Aspen Card? You’ll need one to ski, but if you already purchased and it is on the way, our Guest Services team can get you the Aspen Card ID to use. Please contact them at 1-855-509-8642. If you aren’t skiing, you can continue as a guest and access many features of the app without it.

7. If you still need to purchase lift tickets, you can continue as a guest in the meantime and use many features of the app without an Aspen Card.

Data Usage

Some Android devices are experiencing high data usage when the Aspen Snowmass App is not in use, especially on older devices or older versions of Android operating systems. We are actively working on a long term solution to a known issue with our Android App. To troubleshoot, please update your Android App on the Google Play store to version 2.0.1208. We have completed a fix that will address most data usage issues. If you are still experiencing these issues, it is best to make sure that the App is not open in the background.

Please continue to check for updates, as we are continuously improving our mobile Apps! We apologize for any trouble this may have caused, and we will have a full fix available soon.

Thank you for your patience.