Support

Clooz is a city-discovery game you play on foot: a story leads you between real landmarks, and each one you reach unlocks the next part of it. If something isn't working, start here.

Common questions

• I can't hear the narration

  Clooz plays through your phone's silent switch on purpose, and keeps playing when the screen goes dark, so neither of those is the cause. Check these instead:

  • Media volume. Press volume up while a page is playing, so you're adjusting media rather than the ringer.
  • Where the sound is going. If headphones or a car stereo are connected over Bluetooth, the narration is playing there.
  • Your connection. Each piece of narration is downloaded the first time you reach it, then kept on the phone. If you open a brand new page with no signal, it has nothing to play yet. Move somewhere with signal and it will load.

  Clooz also lowers your own music rather than stopping it, so if music is playing loudly the narration can be hard to pick out.

• Clooz can't find my location

  Clooz uses your location only while the app is open, to know when you have reached a landmark. If it isn't working, check that location is switched on for Clooz:

  • iPhone: Settings, Privacy & Security, Location Services, Clooz, and choose "While Using the App".
  • Android: Settings, Apps, Clooz, Permissions, Location, and choose "Allow only while using the app". Precise location must be on.

  Indoors, underground, or in a narrow street between tall buildings, your phone's own position can be tens of metres out. Stepping into the open for a few seconds is usually enough.

• I've arrived, but the story won't continue

  Wherever a story sends you, it confirms you're there when you are within roughly 40 metres, and it widens that circle when it can tell your position is uncertain, so you should not have to stand on an exact spot. If it hasn't noticed you:

  • Tap "I'm here". That takes a fresh, precise reading straight away, rather than waiting for the next automatic one. It tells you how far off it thinks you are.
  • Step into the open a few paces from building fronts, wait about ten seconds for your position to settle, then tap "I'm here" again.
  • Keep going regardless. After three readings that can't place you, Clooz offers to continue anyway. A wrong position can hold you up, but it can never strand you.

  If that happens, do email us with the story and where you were standing. It usually means a pin is in the wrong place, which we can correct for everyone.

Deleting your account

You can permanently delete your Clooz account and personal data at any time.

In the app (fastest)

If you still have Clooz installed, you can delete your account in one tap:

No longer have the app?

Email us and we'll delete your account for you. To confirm it's really you, please send the request from the email address on your Clooz account. We can only action requests that come from the account's own address.

Email [email protected]

We'll complete your deletion within 30 days of receiving the request.

What's deleted and what's kept

When your account is deleted, this permanently deletes your account and removes your personal data. Your play history is kept but fully anonymised. This cannot be undone.

• Deleted: your account and personal data, meaning your email address and display name.
• Kept, fully anonymised: your play history (which stories were played and how far), stripped of anything that could identify you.