General
How does it work?
Our interactive routes and city games use a compass and your location. You follow the compass to reach the next point. You’ll see how many meters you are from the next point and which direction to go. You’ll always see two numbers. The first number indicates how many meters you are from the next point. The second number in parentheses indicates how many meters your phone’s location may deviate from the exact location. Tip: You can also open a map to see where the next checkpoint is on the map. You can also check the number of meters to the next checkpoint. If this number is decreasing, you’re heading in the right direction.
How do I download the app?
Download the Verrassend Valencia app from the App Store or Play Store on your mobile phone. Go to the menu and set the language to English.
How many people can participate in a route or city game?
We recommend using one code for up to five people. If there are more than five of you, we recommend purchasing a second code. You can only enter the code on one device.
My compass isn’t working
Are there any cards behind your phone? Remove them, as they can interfere with the compass. If it still doesn’t work, try rotating your phone in a figure-eight pattern a few times.
I can’t move on to the next point
That’s too bad! If you’ve already tried several different ways to move on to the next item, we recommend that you skip the question. Please let us know at info@verrassendvalencia.nl so we can check the location.
Do I need an internet connection while walking the route?
Yes, you need an internet connection.
Does my GPS need to be on all the time?
Your GPS needs to be on all the time, so you’ll need to grant the app permission to access your GPS location.
The app uses a lot of battery power. What can I do about it?
Unfortunately, there’s nothing you can do about it. We recommend starting with a fully charged phone and, if necessary, bringing a power bank or charger with you.
Can I use the app on multiple phones at the same time with a single code?
No. If you want to play on multiple phones, you’ll need to purchase multiple codes.
My phone is outdated, will the app work on my device?
In general, the app works on all phones. We recommend downloading the app in advance and checking to see if it works before you purchase a code.
Why do I see two different numbers in meters?
The first number indicates how many meters you are from the next point. The second number in parentheses indicates how many meters your phone may deviate from the exact location. Tip: You can also open a map to see where the next point is on the map.
Startcodes
How do I get a startcode?
You can purchase one through the webshop on our website.
I purchased a route, but haven’t received a code
The email may have ended up in your junk or spam folder. Please check there first. Still can’t find it? Please contact us at info@verrassendvalencia.nl
I received a startcode. When should I enter it?
Enter the startcode when you are at the starting point and are about to begin the route.
What happens if I accidentally activate the startcode too early?
In that case, the start code may no longer work when you begin the route. This means you’ll have to purchase a new start code. So make sure you don’t enter the start code until you’re at the starting point and ready to begin the route.
How long is my startcode or route valid after purchase?
The code is valid for one day. You can take the whole day to complete the route, but we recommend finishing it in one day.
How many people can use a single startcode?
We recommend using one code for up to five people. If there are more than five of you, we recommend purchasing a second code. You can only enter the code on one device.
Safety and game rules
When should I be especially careful while walking?
Safety always comes first. So keep a close eye on your surroundings and watch out for traffic.
What should I do if it starts to rain while I’m on the go, or if I want to take a break?
You can take a break at any time. You can also use other apps while following the route. When you open the app again, it will automatically pick up where you left off.
The app is freezing. How do I fix this?
Check your internet connection. Is it working? If so, close the app, lock your phone, and wait at least 10 seconds. Then unlock your phone and reopen the app. Is the problem still occurring? If so, please contact us at info@verrassendvalencia.nl. It would be helpful if you could include a screenshot of the frozen app in your message.
What happens if I answer a question incorrectly in the citygame?
You won’t get any points, but other than that, it doesn’t matter.
Responsibility and cancellations
What happens if my phone runs out of battery during the rout, will I get a refund?
You will not receive a refund if your phone runs out of battery during the route. We recommend starting with a fully charged phone and, if necessary, bringing a power bank or charger with you.
Who is responsible if I suffer damage or if my phone is stolen during the trip?
For this question, we recommend that you consult our Terms and Conditions.
I used the activation code incorrectly, can I get a new code or a refund?
If you use the activation code incorrectly, you are not entitled to a new code or a refund. You will need to purchase a new activation code yourself.
Can I cancel my purchase if I decide not to run the route after all?
It is not possible to return or cancel a start code.