Frequently asked questions

Q. ¿How long does the visit take?
A. The minimum duration is 40 minutes, without stopping for details. Remember that you can pause, or exit and enter the experience - you set the pace!

Q. Can I view the virtual tour on any device?
A. You can access from any device, the larger the screen, the more you will enjoy the experience. Remember to always use the same device.
 

Q How much time do I have to enjoy my visit?
A. You have 48 hours from your first access
 

Q. Can I stop and come back?
A. Yes, you can stop the video whenever you want within 48 hours. 
 

Q. If I leave the visit, can I go back to where I left off?
A. The visit starts from the beginning. 

Q. Can I change the language once the visit has started?
A. The language of the audio is the same language in which you made your purchase.

Q. What can I do if I haven't received the confirmation email?
A. Check your spam folder. If you cannot find the email, please contact cavthyssen@museothyssen.org or phone +34.917.911.370 (from 09:00 to 20:00 GMT, from Monday to Sunday).

Q. If I have any problem, Who do I contact?
A. cavthyssen@museothyssen.org or +34.917.911.370 (from 09:00 to 20:00 GMT, from Monday to Sunday).

Q. Are returns or exchanges allowed?
A. Returns and exchanges are not allowed.

Q. A malicious url warning pops up on the screen.
A. Maybe your antivirus or some software you have installed on your computer is blocking access. Please, try copying the url in your browser.

Q. Can I record the virtual tour?
A. The visit is protected by copyright and recording is not authorised.

Q. Can I give the experience as a gift?
A. In the purchase process you will be able to enter the recipient's email address. You can also forward the email you have received as long as you have not accessed the link to the virtual tour.

Q. Is the map interactive?
A. The map that appears during the visit is a location map inside the museum rooms is not interactive.