Something not working? Start here

The narration is not starting at a stop

The app is waiting until it is confident you have arrived, which takes a moment longer where the sky is narrow — between buildings, or against a wall. Walk a few paces into the open and give it a few seconds. If nothing happens, check that location permission is granted for the app in your phone's settings.

A plaque does not respond

Hold the top of your phone flat against the plaque for a second or two — the aerial is usually near the top edge, and a case can add just enough distance to matter. On some Android phones NFC is switched off by default in the system settings.

It stopped mid-walk

Everything the tour needs is already on your phone, so closing the app and opening it again loses nothing: your progress is kept. If it keeps happening and you agreed to send fault reports, we will already have the details.

A tour is downloaded once at the start and then plays with no signal at all. A download that stops part-way can be started again and picks up only the missing pieces. If your phone is short of space, deleting a tour you have finished frees all of it.

Tours are bought through Apple's App Store or Google Play, which means refunds are handled by them rather than by us — ask through your purchase history on your device. When the store refunds, the entitlement that keyed your tour on that store transaction is revoked and the tour is no longer owed. If a tour did not work at the site, write to us anyway: we would rather know.

To change whether the app sends fault reports, open its settings. To ask what we hold about a purchase or a portal invitation, or to have a record deleted, write to us and a person answers — there is more detail in the privacy policy.

Email [email protected] or phone +27 71 802 0871. We answer in working hours, South African time.

If you run a site and something is wrong with your tour, say so in the subject line and it reaches the right person faster.