Your account
I did not get the confirmation code
Check your spam or promotions folder. The code has 6 digits and is valid for 10 minutes. If it expired, tap Send another code on the same screen.
I forgot my password
On the sign-in screen tap Forgot your password?, enter your account email and we will send you a code to choose a new password.
Do I need an account to use Touri?
Not to get started: without an account you can listen to the free stories and your progress is saved on your phone. With an account your progress follows you to a new phone, and you can use the AI guide.
Why do you ask for my date of birth?
To comply with child protection laws: you must be at least 13 to create an account. The date is not stored or shown on your profile.
I want to change the app language
Go to Profile, tap the gear at the top and choose the language under App language. Touri is available in English and Spanish.
The walk and your location
The app does not alert me when I reach a story
Check that Touri has location and notification permission in your phone settings, and that Alerts when you reach a story is on in the app’s Settings.
Alerts work while the app is open or in the background. We do not alert you when the app is closed.
Can I use Touri offline?
Yes. In Settings, tap Offline downloads and download the area before you go: map, texts, photos and audio in your language. Purchases and the AI guide do need a connection.
The map does not place me correctly
Turn on your phone’s location and, if asked, allow precise location. Between tall buildings or in narrow streets GPS may take a few seconds to settle.
Purchases
I bought the pass but the stories are still locked
Make sure you are signed in with the same account you bought with, and tap Restore purchases in Settings. If it is still locked, write to us with the purchase date.
How do I get a refund?
Purchases are charged by Apple or Google, so refunds are requested from the store where you bought: at reportaproblem.apple.com on iPhone, or from your Google Play order history on Android.
The AI guide
The guide says I reached the question limit
Each person has a number of questions per day. You can keep asking the next day.
The guide gave a wrong answer
Answers are generated by artificial intelligence and can be wrong. Tap Report answer under the answer and we will review it.
Privacy and data
How do I delete my account?
From the app, in Settings. The exact steps, and what to do if you no longer have the app, are on Delete account.
What do you do with my data?
It is all explained in the privacy policy. To request a copy of your data or correct it, write to us.
Write to us
We handle support by email. We usually reply within two business days, in English or Spanish.
To help us help you faster, tell us what happened, on which screen, and which phone and system you use (for example, iPhone with iOS 18 or Android 15). We will never ask for your password: do not include it.