Many problems have already been fixed in the latest version of CityAppTour.
Therefore, always check first whether you have the latest version of the app installed before trying the solutions below.
Update or download CityAppTour
This link automatically opens the correct app store for your phone.
Yes. Use the app to invite a friend who does not yet have a CityAppTour account. If that person buys and starts their first tour, you will both receive a free credit. It is important that they do so using the phone number or email address you used for the invitation.
After booking through CityAppTour.com, Viator, Tripadvisor, Booking.com or another provider, you will receive instructions by email and via WhatsApp or text message.
Check your spam folder, the email address you used for the booking, WhatsApp and your text messages. Still received nothing? Please contact us.
No. Credits and tours never expire and remain linked to your account.
Did you book outside the app? Then do not buy new credits.
Look for the email you received through the reseller or the WhatsApp or text message you received after your booking. Follow the instructions you find there.
If you paid in the app and do not see a tour or credit, please contact us.
[email protected]
A credit is not yet a tour. Open the tour you want to take, tap Buy tour and use 1 credit. The tour will then appear in your Library.
For the tour you want, choose the option to give it as a gift and follow the steps in the app. The recipient uses the tour with their own CityAppTour account.
You give a specific tour as a gift; the credits themselves are not transferred.
Yes. When you make a purchase directly in the CityAppTour app, you will not receive an email, WhatsApp message, text message or activation link from CityAppTour.
Payment is processed by Apple or Google, and the purchased credits are added directly to your account.
1 credit = 1 tour. You buy credits in the app and then use them for a tour of your choice. Buying multiple credits at once is more economical. 1 credit: €7,99 – 2 credits: €12,99 – 3 credits: €14,99
First check whether you are signed in with the correct email address.
Did you use the link in your booking confirmation to add the tour? You received two links: one to download the app and create an account, and one to add the purchased tour.
Did you receive a credit? Use it to buy the tour.
If the tour is still not in your Library after that, please contact us.
[email protected]
No. Tours and unused credits are linked to your account. Install CityAppTour on your new phone and sign in with the same account. You will need to download your tour files again.
Can you no longer sign in even though you are sure you previously had an account?
First check how you originally created your account. You may have signed in with Apple or Google at the time, while you are now trying to sign in with your email address and password.
On the sign-in screen, try tapping the Apple or Google icon instead of entering your email address manually.
If you use the same sign-in method you used when creating your account, your existing account with your tours and credits will reappear.
On the sign-in screen, choose Forgot password and follow the instructions in the email. Also check your spam folder.
First check whether you are using the latest version of CityAppTour.
Update or download CityAppTour
Preferably use a stable Wi-Fi connection and try the download again. With a poor connection, the download may stop. This prevents incomplete or damaged files from being saved.
Does the download keep getting stuck at the same point? Take a screenshot and send it via Report a problem in the app.
The app uses your location to recognize when you arrive at a stop and automatically start the correct story. This must also work when your phone is in your pocket or the screen is turned off.
First check whether you are using the latest version of CityAppTour.
Update or download CityAppTour
· GPS is turned on.
· CityAppTour has access to your location.
· The tour has been fully downloaded.
· You are close enough to the stop.
You can also start any story manually by tapping the relevant point.
GPS can temporarily be less accurate between tall buildings or in narrow streets. You can then start the story manually and continue following the route on the map.
No, provided you have fully downloaded the tour in advance. The required tour data is then stored on your phone. GPS also works without a mobile internet connection.
First check whether you are using the latest version of CityAppTour. If the problem persists, report it via Report a problem in the app.
On the map you can see your own location and where the route continues. From there, walk back to the route or to the next stop.
The starting point is shown on the map in the app. Once the tour has been downloaded, you can tap Start. If you are not yet at the starting point, you can optionally choose Navigate to starting point.
That is entirely up to you. Most walkers take 3 to 4 hours for a tour, including time to look around at a relaxed pace, take a photo or stop somewhere for a drink.
You walk at your own pace and can pause whenever you like. This makes it less like a walk you have to complete and more like a relaxed way to really discover the city.
The walking distance is listed with each tour.
We recommend it. The route directions and stories are structured in that order and fit together best that way. Of course, you can decide to skip points; the route instructions will continue from there to the next point.
Yes. You can start any story yourself, for example when GPS is temporarily less accurate.
Skip the relevant stop if necessary and continue the route. Is part of the route genuinely inaccessible? Please let us know.
Yes. You set your own pace and can stop as often as you like along the way. Afterwards, continue where you left off.
Yes. Every story can be played again.
Yes. A written transcript is also available for every story.
Yes. You can listen together using one phone. Does everyone want to listen on their own phone? Then each participant needs their own tour. The stories may not start at exactly the same time, however. This depends on the GPS accuracy of the different phones.
No, you do not. The tour is most relaxed with earbuds, though: you can hear the stories and route instructions while your phone stays in your pocket.
No earbuds with you? No problem. In the settings, enable the option to play audio through the earpiece and hold your phone to your ear as you would during a phone call. This lets you hear the stories clearly without disturbing people around you.
Yes. Go to Settings and choose the desired language.
Yes. First change the language of the app and then download the tour again. You do not need to buy the tour again.
You can find the current selection in the CityAppTour app and at cityapptour.com.
Yes. Let us know which city you would like us to add.
Yes. For larger groups, please contact us and we will work with you to find the best solution.
No. CityAppTour is a city walking tour. Any admission to museums, churches, monuments or other attractions is not included.
Yes. In addition to the route and stories, you will find practical information and tips, such as recommendations for food and drink, local specialties and other useful information.
During the tour, you will see a photo icon on the map. You can try several photos and view the result before submitting anything. You can ultimately submit one selfie per tour.
With your submission, you have a chance to win a €100 voucher every month. Approved selfies may be shown in the CityAppTour app and on CityAppTour's Instagram account. Your name will not be mentioned.
We will contact the winner personally.
That depends on where you made the purchase. Did you buy through Apple or Google? Then a refund request must be made through Apple or Google. Did you book through another provider? Then that provider's terms and conditions apply. Did you buy directly through cityapptour.com? Please contact us.
Contact our help desk. If you have a problem, it helps if you include the email address for your account, the name of the tour, where you purchased it and a brief description of the problem. If possible, also attach a screenshot.
