Contact and support

Reload the page first — the pass is granted by our server after Stripe confirms the payment, and a slow redirect can land you back before that finishes. If it is still missing, make sure you are signed in as the same account or in the same browser you paid from, since a pass belongs to the identity that bought it. If it is still missing after that, email us with the receipt Stripe sent you and we will put it right the same day.

Check your junk or spam folder first; confirmation mail from a new domain often lands there. If it is not there, try signing in anyway — if the account exists you will be told what is wrong with it. Failing that, use "Forgot password" on the sign-in screen, which sends a fresh link to the same address. If none of that produces an email within ten minutes, write to us and we will confirm the account by hand.

Press Play or Replay once. Browsers block audio that starts on its own until you have pressed something, and after one press the guide will speak for the rest of the walk. If you hear a flatter, more robotic voice, the site is telling you why in a note under the controls — usually a lost connection or an expired pass. If you chose a language your phone has no voice for, the narration is written out on screen instead rather than read badly.

Your browser has to be given permission, and on a phone the site also needs location switched on for the browser itself in system settings. If you would rather not share it, choose "Enter location or landmark" or "Choose on map" instead — everything works the same way from there.

That is real, and it is us rather than you. The service that writes the tours has a daily ceiling, and on a busy day it runs out. It refills through the evening, so trying again a few hours later usually works. If you hold a pass and this cost you a day of it, tell us and we will extend it.