How can we help?

Common Topics

Activate a tag

To activate a tag is very easy. You can click on the Magenta button “Activate” on the main menu or click here. Follow a few steps and enter your information. That’s it! You will receive a confirmation email from us.

Add a new tag

Adding a new tag to your account is just a few clicks away. You can click on “Login” on the main menu or click here, click on the Blue button “Add”, fill-in your information accordingly.

Simple! You will receive a confirmation email from us.

Renewal

We will send a friendly reminder to you around 3-4 weeks before your membership expires with a link to our online shop where you can choose the length of membership you wish to purchase (3 months or 1 year). Your new renewal date is then visible in your account either on our website or in our APP.

Report bag missing or delay

If your bag doesn’t arrive at your destination when you do,

  • Go to your airline’s lost luggage counter, fill in the standard airline Property Irregularity Report (PIR) and include the serial number of your Smart ID in the “Bag Description” field.
  • For Smart ID members, send an image of your completed PIR to support@tmlt.co.uk with  your latest contact information and your flight details. You can also do this via our app.
  • For Smart ID Plus+ members, send an email to VIPHelp@tmlt.zendesk.com*. You will received an electronic form requesting basic details about your flight your bag, and confirmation of your contact details. Attach an image of your completed PIR and send it back to us. We will provide you with updates on status as soon as we see them.

Full customer support is available via email at customerservices@tmlt.co.uk or click here to fill-in a “Contact us” form.

* Please note that we dedicate different teams for customers, please refer to your T&Cs for the correct Zendesk address so that we can respond speedily.