Support
Something not working, or a question before you buy? Write to us and a person answers within a day. Below are the answers travelers ask for most: refunds, moving a purchase to a new phone, downloads, using the app with no signal, languages, and why Roamaloud asks for your location.
Reaching a person
Email hello@roamaloud.com. A person reads every message and answers within a day, in English or Spanish.
From inside the app, open Settings, then Help & support, then Contact support. That opens an email already filled in with your app version and your support code, which is what we need to look up a purchase or a download that failed. It never includes your location.
Tell us the city, the tour, and what happened. A screenshot helps more than a description, and the model of phone helps most of all.
Refunds
You buy through the App Store or Google Play, so the store takes the payment and the store issues the refund. Roamaloud never sees your card and cannot charge or refund it directly.
On iPhone and iPad: go to reportaproblem.apple.com, sign in with the Apple Account you bought with, find the Roamaloud purchase, choose Request a refund, and say why. Apple reviews it and tells you the outcome.
On Android: open your Google Play order history within 48 hours of buying and choose Request a refund on the Roamaloud order. After 48 hours the self-service window closes, so write to us instead and we can refund the order through Google Play.
Either way, tell us what went wrong. If a tour did not work for you we would rather fix it than leave you with a purchase you regret.
Restoring a purchase on a new phone
What you bought is tied to the store account that bought it, so there is no Roamaloud password to lose and nothing to transfer by hand.
In the app, open Settings, then Help & support, then Restore purchases. If you are not signed in yet, Roamaloud takes you to sign in first. Use the same method and the same account you used originally: Apple where you bought with Apple, Google where you bought with Google. Signing in with a different account will not find the purchase.
The two stores keep separate receipts and neither can see the other, so a purchase made on Google Play does not restore on an iPhone, and an App Store purchase does not restore on Android.
If Restore says there is nothing to restore and you are sure you bought it, write to us with your support code from Settings, then Help & support, and we will find the receipt.
Downloads
Sign in before you download. Roamaloud checks your account and your store purchase before it saves paid maps and stories to the phone, so a download started while signed out will stop and ask you to sign in.
Downloads start from the tour you want, in its details, where you also pick the narration language. A city arrives as one download: the map, the stops, the narration and the transcripts together.
To keep downloads off your mobile data, turn on Download on Wi-Fi only under Settings, in the Downloads section. It is off by default, so switch it on before you travel if your plan is metered.
To see what a city is using or to free up room, open My Cities. Each downloaded city shows its size and can be deleted there. Deleting removes the offline files from that phone only: what you bought stays bought, and you can download it again whenever you like.
If a download finishes but a tour behaves as though files are missing, use Repair offline files on that city. If it is still wrong afterwards, that is worth an email.
Using Roamaloud with no signal
Once a city is downloaded it works with zero signal. Airplane mode, a dead zone in a canyon, a foreign SIM you never activated: none of it stops the stories, because the maps, the audio and the transcripts are already on the phone.
GPS is not the internet. Your phone takes its position from satellites, which keeps working with no data connection at all, which is why a tour still starts stories in a place with no bars.
Download before you go, on Wi-Fi, while you still have it. Location-triggered audio reads GPS continuously and will drain the battery faster than ordinary use, so start charged and carry a way to recharge.
Languages
Narration is in English and Spanish today. Both are included with whatever you buy, and languages are never sold separately.
You choose the narration language for a city in the tour's details, before you download it, because the audio is part of the download. To hear a city in the other language, download that language for it.
The app's own buttons and labels are a separate setting: Settings, then App language, where you can choose Automatic, English or Español. Changing it does not change the narration you hear on a tour.
Narration voice is a third and different choice: the studio voice that ships inside the pack, or one of your phone's own voices. The studio voice is the one that is guaranteed to work offline.
Location, and why we ask for it
Roamaloud uses your location for exactly one thing: working out, on the phone itself, when you are close enough to a stop for its story to start. That is the entire feature, and it is what lets you walk with the phone in your pocket instead of staring at a screen.
Your coordinates stay on the device. They are not sent to us, not stored by us, not used for advertising, and not shared or sold. We could not tell you where you have been.
Background location is optional. Allow it and stories keep starting with the screen off or the app behind another one. Decline it and the app still works; you just need to keep it on screen during a tour. Either way, location use stops when the tour ends.
Precise location matters here. Approximate location can be a block out, which is enough to start the wrong story or none at all. You can change either permission at any time in your phone's own settings, under Roamaloud.
Story Mode asks for no location at all. It plays a tour you own as a story with photos, stop by stop, wherever you happen to be.
Common questions
Do I need an account?
You sign in with Apple or Google to buy, restore or download paid content, because that is how a purchase is recognized on your next phone. Browsing, listening to samples, and playing a city you have already downloaded need no account at all.
Does one purchase cover the people I am traveling with?
Yes. It plays from one phone for your whole group, on the speaker, on earbuds, or through the car.
Is Roamaloud on iPhone?
Roamaloud is on Google Play now. The iPhone app is in App Store review.
Can I listen without walking the route?
Yes. Story Mode plays any tour you own as a story with photos, stop by stop, on the plane, in the hotel, or at home long after the trip.
The narration did not start when I reached a stop.
Tap the stop to play it, then check three things: that location permission is granted to Roamaloud, that precise location is on, and that the city finished downloading. GPS drifts badly beside tall buildings and indoors. If it keeps happening, write to us with the city and the stop.
How do I delete my account?
Settings, then Account, then Delete account. That removes the Roamaloud account. It does not cancel or refund a store purchase, because the store holds those, and it does not delete the cities already downloaded to your phone.
How do I ask you to delete my data?
Write to privacy@roamaloud.com and we answer within 30 days. Downloaded cities, your passport of visited places, and your settings live on the phone and go when you delete them or uninstall the app.
Can I get a receipt?
The store issues those. Apple emails a receipt and lists it in your Apple Account; Google Play lists it in your order history. We can confirm what an account owns, but we cannot issue the store's receipt.