How can we help?
Contact support
Send us a message below and we will reply by email, or write directly to support@hellotourguide.com. Please include the tour you were using and what happened.
Purchases
How do tour purchases work?
Tours are one-time purchases made inside the app through Apple. There is no website checkout: this site shares tour information and does not process payments.
How do I restore a purchase?
In the app, open Settings and tap Restore Purchases in the Purchases group (the same button appears on the purchase screen). If a tour is still missing, email us from the address tied to your purchase and tell us which tour it is.
Is there a free preview?
Yes. Each tour includes a free preview of the narration so you can try it before you buy. Driving and navigation time never count against your preview.
Using the app
Do tours work offline?
Yes. Download a tour before you go and its audio, directions, and maps are saved on your device. The app never blocks playback because the network is unavailable.
Why does the app use my location and background audio?
Your location is used during an active tour to give directions and play stories at the right places. Background audio keeps the narration playing while the tour is active. Location updates and audio stop when you pause, end, or exit the tour.
Will I get notifications?
Only if you ask for them. Notifications stay off until you choose Notify Me on a tour that is not released yet; iOS then asks for your permission. We use them to tell you when that tour becomes available. You can turn them off at any time in iOS Settings.
What do the optional diagnostics send?
Automatic crash reports are off unless you turn them on. In Settings, open Diagnostics (in the Support group) and switch on Share crash reports automatically if you want the app to send a short report when it crashes or a tour hits a serious problem. Reports never include your name or account, and locations are rounded to about a kilometer before they leave your device. You can also send a report yourself from the same screen with Send diagnostics — nothing is sent until you tap Send — and you will get a reference code to quote to us.
Your account and data
How do I delete my account?
If you signed in, open Settings and tap Delete account in the account row. This permanently erases your account, device links, stored purchase checks, watchlists, preview records, language requests, and diagnostics on our servers. Purchases stay in your Apple ID history and can still be restored. If you never signed in, or the account option is not shown in your version, email us and we will erase the data tied to your installation.
How do I report a content error?
Send us a message using the form on this page with the tour name, the stop or place involved, and what was wrong. A screenshot of the spot helps.
What about accessibility?
If you use iOS accessibility features and something in the app does not work well with them, email us and describe what happened. We want to hear about it.
Who runs Hello Tour Guide?
HelloTourGuide is operated by DigiVentures LLC (company site digiventuresgroup.com).
Planning a park visit?
These links help with trip planning and are separate from app support.