Support

How do I unlock a quest for my team?

One person on the team buys the quest. You can do this either in the CipherWalk app (from the quest's detail screen, tap Unlock Quest and pick your team size) or here on cipherwalk.com. Once unlocked, the quest is tied to your CipherWalk account.

When your group meets at the start location, the organizer creates a team in the app and the others join from the team list without paying again.

I bought a quest on the website but don't see it in the app

Make sure you're signed in to the CipherWalk app with the same account you used at checkout (Apple, Google, or email). On the Profile screen, tap Restore purchases to re-sync from the server. If it still doesn't show, email support@cipherwalk.com with the email address you used to pay.

Refunds

Bought on the website (Stripe): if you haven't played the quest yet, you can request a refund within 14 days. Email support@cipherwalk.com with your purchase details.

Bought in the app (Apple or Google): refunds go through Apple or Google directly. On iPhone, use Report a Problem in your App Store purchase history. On Android, request a refund from your Google Play Order History. Apple and Google decide eligibility. See our Terms of Service for the full policy.

How do I delete my account?

Open the app, tap Profile in the bottom navigation, scroll down, and tap Delete account. This permanently removes your account and all associated game data (display name, quest progress, team membership, quest unlocks). The action cannot be undone.

If you've already uninstalled the app, email privacy@cipherwalk.com from the address you used to buy a quest (or with your display name) and we'll delete your data from the back end. We aim to action requests within a few working days.

The app says I haven't arrived at the stop, but I'm there

CipherWalk uses your phone's GPS to detect arrival at each quest stop. If your phone shows you in the wrong place, try the following: make sure location permission is enabled for CipherWalk in your phone settings, give your phone a few seconds to lock onto GPS in dense urban areas, and try walking a few metres in any direction to refresh the reading. If the issue persists, email us — we can investigate the specific stop.

Privacy

See our Privacy Policy for what data we collect and how we use it. To exercise data rights (access, correction, deletion), email privacy@cipherwalk.com.

Contact

For everything else: support@cipherwalk.com. We're a small team based in Switzerland and will reply within a few working days.