MystWalk Support

Stuck, or something not working? The most common answers are below; otherwise, write to us.

Account and sign-in
Forgotten password
Playing, puzzles and hints
Teams and codes
Scoring
Location and arriving at a stop
Purchases and refunds
My data and deletion
Technical problems
Safety on the street
Corporate events

Account and sign-in

How do I create an account?

With an email address, a nickname and a password of at least 10 characters. You will receive a confirmation email; its link is valid for 48 hours. You need a confirmed email to start a hunt.

I cannot sign in.

• Check that you are using the email address you registered with.
• After 10 wrong attempts the account locks for 15 minutes, for protection. Wait and try again, or reset your password (below).
• You stay signed in for up to 30 days on each device, so you are not signed out in the middle of an adventure.

I did not receive the confirmation email.

Check your spam folder. In the app, the notice about confirming your email has a "Send me a new link" button.

Forgotten password

1. On the sign-in page tap "Forgot your password?" and enter your email.
2. You will receive an email with a link to set a new password. It is valid for 60 minutes and works once.
3. Choose a new password. For your security you are signed out of every device; sign in again with the new password.

So that nobody can find out which emails have an account, the page answers the same whether or not an account exists.

Playing, puzzles and hints

How does it work?

You begin at the adventure's starting point, accept its safety notes, and walk from stop to stop. At each stop you confirm you have arrived and solve its puzzles. The next stop opens when the previous one is done.

I am stuck on a puzzle.

Tap "Get Hint". Hints come one after another, some after a short wait, and the last one gives the solution. You can always carry on, with fewer points.

Can I pause?

Yes, the team leader can pause and resume later. A hunt must be finished within the time the adventure allows, usually 24 hours from the start.

Teams and codes

• The leader opens the adventure and sees a 6-character code, a link and a QR code to invite friends.
• Friends join with the code from "My Hunts → Join a friend's team", or by opening the link. They need an account, which takes one screen to create.
• People can join only before the start, up to the adventure's maximum team size.
• Every member sees the team's progress, and whoever answers correctly solves the puzzle for everyone.
• Some puzzles need different members to stand at different places at the same time.

Scoring

Each puzzle is worth points. Every hint you take for a puzzle takes points off it, and if you take the solution the puzzle scores 0. Your time is recorded separately. You appear on leaderboards only if you allow it in your Profile.

Location and arriving at a stop

Why does it ask for my location?

Only to confirm that you have reached a stop, at the moment you tap "I'm here". It never tracks you in the background. See the Privacy Policy.

It says I have not arrived.

• Allow location for the app, or for the website in your browser.
• Stand in an open spot, away from tall buildings and arcades, and try again.
• If your phone's accuracy is worse than about 150 metres, the app asks you to try again.
• After two failed tries, or if your phone cannot give a location at all, the app lets you confirm your arrival yourself.

How do I allow location?

• iPhone (Safari): Settings → Privacy & Security → Location Services → Safari Websites → "While Using the App".
• Android (Chrome): tap the icon to the left of the address → Permissions → Location → Allow.

Purchases and refunds

Purchases inside MystWalk are not available yet. Today, tickets are given by the MystWalk team, for testing, partners and corporate events. When purchases open, this section will explain refunds for each way of paying:

• bought on the website by card: refunds through our support
• bought through the App Store or Google Play, if offered: refunds through Apple or Google, under their own rules

If you believe you were charged for MystWalk, write to us.

My data and deletion

• Download your data: Profile → "Download my data". You receive one file with everything we hold about you.
• Delete your account: Profile → "Delete account". All the details are on the Delete account page.
• Change your nickname, language or leaderboard visibility: in your Profile.

Technical problems

• The screen does not update: reload the page. Your progress is saved and is not lost.
• No internet: answers and arrivals need a connection. Carry on as soon as the signal returns.
• The map does not appear: check your connection and reload. Walking directions also open in your phone's maps app.
• None of the above: write to us with your phone model, your browser and exactly what you saw. A screenshot helps a lot.

Safety on the street

• Watch the traffic and cross only at crossings. Do not look at your screen while crossing a road.
• No puzzle asks you to enter private property. If something looks unsafe, take a hint or confirm your arrival yourself.
• Read each adventure's safety notes before you start.

Corporate events (Walk Marathon)

We organise corporate events in which teams compete across a city's walks. Write to mystwalk@noesisse.gr for availability and prices.