For existing players

A little help
along the way.

Find the right next step for your app, outing or invitation. For a general question, contact our team.

Email support

Start the conversation.

This link opens your email app so you choose what to send. Do not include a one-time code, password, payment details, receipt token or invitation link.

Write an email

Choose the situation

The right next step.

Email support is monitored. No response-time promise is made.

Purchase is pending

Do not buy again while Apple or Google is still deciding. Leave the app installed, check the same store account, then email support if the status does not change.

Email purchase support

Charged, but no outing appears

Open the app's purchase recovery first. If access is still missing, email support with the store, purchase date and the safe case reference shown in the app. Do not send a receipt token.

Email access support

Request an Apple refund

The full unused/setup-only promise and satisfaction promise for partly completed groups still apply. Apple processes App Store refunds to the original purchaser. Start at Apple's Report a Problem site; metrolore can help explain the purchase and provider path.

Open Apple's refund site Email for individual help

Request a Google Play refund

The full unused/setup-only promise and satisfaction promise for partly completed groups still apply. Google processes Google Play refunds to the original purchaser. Follow Google's current steps; metrolore can help explain the purchase and provider path.

Open Google Play refund help Email for individual help

Invitation will not open

Ask the organizer to share a fresh original link. An invalid, expired, forwarded or withdrawn link will not reveal private group details.

See invitation help

Weather or route feels unsafe

Do not start in unsafe conditions. If play has begun, save your progress, leave the route and resume the same outing later when conditions are safe, then contact support if you need help.

Email route support