Frequently Asked Questions (FAQs)

• Do I need an account to use the app?
• How do I download the app?
• How do I update the app to the latest version?
• Do I need headphones?
• Can I pause or replay a stop?
• Will the audio play automatically?
• Can I skip a stop?
• Can I take a break and resume later?
• What languages are tours available in?
• Are maps included with every tour?
• How do I know if my GPS is working?
• Can I download the tour map to use offline?
• Do I need internet or data while doing the tour?
• What should I do if my tour download is stuck?
• I paid for a tour on Google Play or the Apple App Store, but I’ve changed my device. Do I need to pay again?
• How do I redeem my access code?
• What should I do if my code doesn’t work?
• How do I know if my purchase went through?
• Can I transfer a tour to a friend?
• Are the tours refundable?
• What if the audio doesn’t play?
• Why isn’t my location showing on the map?
• How do I report a bug or problem?

Do I need an account to use the app?

No. Tours in STQRY Guide can either be free or locked with a price or code.

• If you purchase a tour directly from the app via Google Play or the Apple App Store, you won’t need to share personal information.
• If you purchase from the web app or the STQRY app directory, you’ll need to provide your email. You’ll then use this email, along with the code you receive, to unlock and access the tour content.

How do I download the app?

You can find STQRY Guide on Google Play or the Apple App Store. A web version is also available, but only the mobile apps support location alerts and audio autoplay.

How do I update the app to the latest version?

We update the app regularly. To check your version: Open the app → Profile → Settings (cog icon) → App Version. If your version doesn’t match the store version, go to Google Play or the App Store, search for STQRY Guide, and tap Update. If automatic updates are enabled, your app should stay current.

Do I need headphones?

Not always, but headphones are recommended for the best experience.

Can I pause or replay a stop?

Yes, you can pause or replay stops at any time.

Will the audio play automatically?

Most tours are georeferenced. If you grant location permissions, audio will autoplay as you reach each stop.

Can I skip a stop?

Yes, absolutely.

Can I take a break and resume later?

Yes. You can pause anytime and resume when you’re ready.

What languages are tours available in?

Language availability is listed in the tour description. If multilingual, you can switch languages in the app's Profile → Settings (cog icon) → Language. The language menu appears the first time you open the app and you can change it later in settings.

Are maps included with every tour?

Yes, almost all tours include maps.

How do I know if my GPS is working?

Ensure location services are enabled on your phone. If GPS is turned on and the app has permissions, your blue dot should show on the map

Can I download the tour map to use offline?

Yes. Maps are included with offline downloads.

Do I need internet or data while doing the tour?

No. Tours can be downloaded for offline use. However, if a tour includes embedded YouTube or Vimeo videos, those sections will not work offline.

What should I do if my tour download is stuck?

If your tour download is stuck or you see an error message, here are the steps to follow:

1. Cancel the download and switch to a stronger network. We recommend using Wi-Fi instead of cellular data for the best results.
2. Restart the download. In some cases, performing a hard reset by deleting and reinstalling the app may also resolve the issue.
3. Wait a few minutes. Tour downloads may take some time, depending on the size of the content.
4. Check the progress. You can view the download progress by tapping the Download Tour button twice.
5. Still stuck? Please record your screen showing the issue and send it to support@stqry.com so our team can assist you further.

I paid for a tour on Google Play or the Apple App Store, but I’ve changed my device. Do I need to pay again?

No, you don’t need to pay again as long as you’re signed in with the same Google or Apple account you used for the original purchase.

• On your new device, install the STQRY Guide app.
• Log in with the same Google Play (Android) or Apple ID (iOS) account.
• Your previous purchases will automatically be restored.

If your tours don’t appear, go to the app's Profile → Purchases → Restore Purchases in the app. If you’re still having trouble, contact us at support@stqry.com with your purchase receipt.

How do I redeem my access code?

Click Redeem Code from your confirmation email or enter the code in the app or web version. See our help article How to Redeem a Code for step-by-step instructions.

What should I do if my code doesn’t work?

Try redeeming the code on both the web app and the mobile app. Make sure you use the same email address used for the purchase. If it still doesn’t work, email us at support@stqry.com with your name, email, code, tour name, and (if possible) a screenshot of the error.

How do I know if my purchase went through?

Purchases via the web app or app directory generate two emails:

1. A receipt for the payment
2. A confirmation email with your code

If you don’t receive these, contact support@stqry.com.

Can I transfer a tour to a friend?

No. Tours are tied to the purchasing email. However, you can access your tours on multiple devices by signing in with the same email.

Are the tours refundable?

If you were charged twice or purchased the wrong tour, email us at support@stqry.com with your tour name, where you purchased it, proof of payment and the reason for your request.

Refunds are reviewed individually and may not be possible if the tour has already been completed.

What if the audio doesn’t play?

Check if you are in the tour location and have already granted your location permissions:

• Allow Always: Content will trigger automatically.
• Allow While Using App: Content will trigger when the app is active.
• Don’t Allow: Audio autoplay will not work.

Why isn’t my location showing on the map?

After granting location permissions on your phone, your position will show as a blue dot if you are on-site. If you are off-site, tap the arrow icon to shift the map to your current position. Please note that content will only trigger when you are physically within the tour area.

How do I report a bug or problem?

If an issue happens consistently, email us at support@stqry.com with:

• A description of the issue
• Steps to reproduce it
• Screenshots or a screen recording (if possible)