Frequently asked questions

Here you’ll find answers to the questions we’re asked most often by people using our apps. Can’t see your question? Get in touch – but first, check what information to include.

Jump to: Purchase and payment · Using the app · Guide content · Contacting us

Purchase and payment

I’ve paid for the app, but the content is still locked. What should I do?

Content is unlocked only once the store (Google Play or the App Store) has confirmed your payment. This usually takes a moment, but it can take several minutes – for example if you pay with a Google Play gift card or certain local payment methods. Check whether you’ve received a purchase confirmation by email. If you have, close the app and restart it with your internet connection switched on. If you still see padlocks, tap “Restore purchases” in the app. If that doesn’t help either, contact us and send us the details that will help us track down the problem.

I’ve got a new phone. Do I have to pay for the app again?

No – as long as you stick with the same system. Your purchase is linked to your store account (Apple ID or Google account), not to your phone. Sign in on your new phone with the same account as on your old one and install the app – your purchases will be restored automatically. If you still see padlocks, tap “Restore purchases” in the app. Please note that purchases can’t be transferred between iPhone and Android: Apple’s and Google’s stores are completely separate, and we don’t have a shared account covering both.

Using the app

The content is unlocked (the orange padlocks have gone), but the recordings won’t play. What should I do?

First, check your phone’s media volume and make sure no headphones are connected (for example via Bluetooth). If all seems fine but the app doesn’t respond when you press play, the recordings probably haven’t downloaded. This can happen if your internet connection is weak or a download is interrupted. In that case:

  1. Close the app and uninstall it.
  2. Reinstall the app and open it. Don’t buy the content again.
  3. Wait for the orange padlocks to disappear – the app will unlock itself. Then open your audio guide and download the content, ideally over Wi-Fi.

If that doesn’t help, contact us and send us the details that will help us track down the problem.

I can’t see my location on the map. What should I do?

Work through these checks in order:

  • Are you in the area the guide covers? The map shows only the region the guide is about – so if you’re trying the app out at home before your trip, you won’t see yourself on it. Once you arrive, the dot will appear by itself.
  • Does the app have access to your location? iPhone: Settings → Privacy & Security → Location Services → [app name] → “While Using the App”, with “Precise Location” turned on. Android: Settings → Apps → [app name] → Permissions → Location → “Allow only while using the app”, with “Use precise location” turned on.
  • Are location services (GPS) switched on, and is battery-saver mode not restricting them?
  • Do you have a good GPS signal? Indoors, in narrow streets or underground, your phone may not be able to pinpoint its position. Move into the open and wait a moment.

GPS doesn’t need an internet connection, and the maps in our apps work offline – so you’ll see your location even with no mobile signal.

What does “restart the app” mean?

It means closing the app completely and opening it again. Simply going back to the home screen isn’t enough – the app keeps running in the background.

On iPhone:

  1. Swipe up from the bottom edge of the screen and pause in the middle – you’ll see your open apps. (On iPhones with a Home button, press it twice.)
  2. Find our app and swipe its window up, off the screen.
  3. Tap the app icon to open it again.

On Android:

  1. Open the list of recent apps: tap the recent apps button (a square or three lines at the bottom of the screen), or swipe up from the bottom edge and hold.
  2. Find our app and swipe its window up (or sideways on some phones) to close it.
  3. Tap the app icon to open it again.

If the app won’t close on Android, go to Settings → Apps → [app name] and tap “Force stop”.

What does “uninstall the app” mean?

It means removing it from your phone, along with any downloaded recordings and maps. You won’t lose your purchase – it’s stored in your store account and will be restored when you reinstall the app.

On iPhone:

  1. Touch and hold the app icon.
  2. Tap “Remove App”, then “Delete App” (not “Remove from Home Screen” – that only hides the icon).
  3. Confirm by tapping “Delete”.

On Android:

  1. Touch and hold the app icon.
  2. Tap “Uninstall” (on some phones, drag the icon to “Uninstall” at the top of the screen).
  3. Confirm by tapping “OK”.

You can also open the app’s page in Google Play and tap “Uninstall”.

To reinstall the app, search for it in the App Store or Google Play (or use the button on our website) and tap “Get” or “Install”. Don’t buy the content again – it will unlock automatically.

Guide content

I’ve found a mistake in a guide. What should I do?

Contact us and tell us what you think is wrong. Let us know which tour and stop it’s in and, if possible, attach a screenshot. Please also include the details that will help us identify the app. We’ll look into it and correct the content if necessary. Thank you – feedback like this helps us make our guides better and better.

Contacting us

What information should I include when I contact you?

The most important thing is your installation ID. You’ll find it at the very bottom of the app’s main menu (the icon with three lines). The last six digits are enough.

For payment issues, please also send us your Google Play or App Store transaction confirmation – the email you receive after making a purchase.

If you don’t have this information, tell us which app the problem relates to, which language you use it in and which phone model you have.