Help and support

Write to us

A question, a purchase that didn't arrive, or something that isn't working: email us and a person will reply within two working days. Tell us which phone you use and, for a purchase, the order number from the store's receipt.

Getting started

Sign in with Apple (on iPhone) or Google, allow Alleytale to use your location, and start a walk. The guide finds the places around you and tells their stories as you pass them. Tap What's here? to hear about where you're standing, or ask your own question by typing or speaking.

Narration with the screen off

During a walk, the narration keeps playing with your phone locked and in your pocket. For that, Alleytale asks to use your location in the background, and explains why before your phone asks: choose Always on iPhone, or Allow all the time on Android. If you allow location only while the app is in use, a walk narrates only while Alleytale is open on screen.

Background location is used only while a walk is running. Ending the walk stops it.

When the guide goes quiet

The guide doesn't fill every silence. It waits when there's nothing new nearby, or when you stop for a while. Keep walking, or tap What's here? to ask.

If it stays quiet while you're moving, check that you're online and that Read aloud, not Text only, is chosen in the walk's settings.

Credits

Stories and answers are paid for with credits, not a subscription. Everyone gets a small free allowance each month, and credits you buy never expire.

Credit packs are bought in the app: through the App Store on iPhone and Google Play on Android. The Credits page shows your balance and your purchases.

A purchase that didn't arrive

Credits are added once the store confirms the payment. Some payment methods, and purchases waiting for a parent's approval, take a while; until then the Credits page shows the purchase as Waiting for approval.

If the app closed or lost its connection during a purchase, open it again, signed in to the same account, and the purchase is picked up. Still missing? Write to us with the order number from the store's receipt.

Refunds

Refunds for purchases made in the app are handled by Apple or Google under their own rules: on iPhone at reportaproblem.apple.com, on Android from your order history in Google Play. When a store refunds a purchase, we take back the credits it bought, as far as they haven't been spent.

Reporting a story or a plan

Something wrong in a story? Tap the thumbs-down on it and pick what fits, such as Inaccurate or Unsafe. To report a community plan, open it and choose Report. We read every report.

Your data

Product analytics and crash reports can each be switched off in the app's Settings, under Privacy & data. The privacy policy explains what Alleytale collects and why.

Deleting your account

In the app, go to Settings and choose Delete my account. If you've already removed the app, the Delete your account page explains how to ask by email.