Frequently Asked Questions...

Have a burning question that needs answering? Need assistance in finding, purchasing, or using your Trail? Below are some common questions and troubleshooting to help you out.

If you can't find the answer to your question below, please get in touch.  

» How do I print and fold my Trail booklet?

If you're having trouble printing and folding your Trail, don't worry - we're here to help!

We've put together some handy tips here.

» Do I need to go indoors to solve any clues?

Most of our Trails are based entirely outdoors and on public property, so you won't need to enter any buildings or private property to solve clues. However, we do have a couple of indoor-based Trails (such as in castles). You can check the product description, or the 'Before You Set Off' tab, on the Trail page to double-check this.

» What days are you open?

Our Trails are completely self-guided, so there are no set opening hours or days for when you can complete them. We only recommend you leave enough daylight hours to complete your Trail before it gets dark. You may also need to consider any parks or extra stops you would like to make along the way, as these may have their own closing hours.

Whilst you can complete our Trails at any time you like, if you need to get in touch with us, our offices are open Monday – Friday, 9:00am – 17:30pm. Alternatively, you can contact our Facebook team 7 days a week.

» What time can I do the Trail?

You can start your Trail whenever you like, as they are completely self-guided. Everything you need to complete your Trail is in the booklet, including directions and clues to guide you along the route.

» Will there be anyone to meet me?

We aren't a physical attraction, so there won't be anyone to meet you at the start of the Trail. All you need to do is check the start location in your Trail booklet, and follow the directions from there.

» Do I need to book?

You don't need to book a specific time or day, as our Trails are completely self-guided, so you can complete them whenever you like!

All you need to do is use the search bar on our website to find a Trail in your location, then select which format of Trail you would like to order. All of our Trails come in the form of booklets, which can be ordered through our website as either a download (which are instantly accessible and can be printed at home), or a physical printed booklet, which is printed and sent to you via the Royal Mail.

In the booklet, you'll find clues and directions to get you started and lead you around your chosen area.

» Where can I buy a Trail near me?

You can see a list of our stockists here: Find a Stockist. Simply type your location into the search bar, and you will automatically be shown the closest shop stocking our Trails.

Alternatively, you can order a Trail through our website by searching your location in the main search bar. This will show you all the Trails closest to you, and you can select which one you would like. You can then order a PDF download copy (which are instantly accessible and can be printed at home), or a physical printed Trail, which is printed and sent to you via the Royal Mail.

» Can I take my dog?

We always find dog suitability a tough question to answer as we feel it is subjective! Most of our Trails are based entirely outdoors, but are likely to feature built-up areas, so may only be suitable for dogs kept on leads. 

You can search for Dog Friendly Trails by using the filter on our website. This appears just above the map after you've search for a location. Simply click on the word 'filter' and check any boxes you wish to search for. 

Woof: Confirmed dog friendly! means that you and your four-legged friend are good to go! 

Woof: Dog friendly with possibly restrictions means that, whilst none of our Trails enter private land, there may be some clues featured in areas where dogs aren't allowed (such as parks or churchyards). This would mean that a member of your group will need to wait with your dog whilst the clues are being found.

Alternatively, all our dog friendly Trails are listed by region here: Dog Friendly Adventures

If you need any further information, you can always get in touch with us via email or telephone but, as a rule, one of our colleagues here at Head Office always takes his dog with him on his Trail adventures, and assures us they have a fantastic time!

» How can I find wheelchair or pushchair friendly Trails?

You can filter for accessible Trails by using the filter on our website.

This appears just above the map after you've search for a location. Simply click on the word 'filter' and check any boxes you wish to search for. Then click on Submit Filter to view all the nearby Trails that fit your choices. 

You can filter by Accessibility, Duration, Getting Around (mode of transport), Route Type, Dog Friendliness and Trail Theme.

If you need any further advice or more specific information to help you choose your ideal Trail, you can always get in touch with us via email or telephone.


» Do you offer any discounts?

With our Footsteps Rewards, you can build up footsteps to earn free Trails. Plus, for Super Trailers, you can work towards a Lifetime Discount! Find out more here.

If you're looking for group discounts on multiple copies of the same Trail, or are a retailer looking to become a stockist, please get in touch with us via email or telephone.

» Where can I find the answers to my Trail?

Because there's a chance to win £100 each month when submitting a correct answer to our website, we are bound by the Gaming and Lotteries Commission to not give out answers before a Unique Reference Number (URN) has been used.

This means you'll need to complete the Trail, then use your URN to submit an answer here: Submit an Answer. Once you have submitted your answer, you'll be told if you successfully solved the Trail, and will be automatically taken to a webpage where you can reveal all of the clue answers by clicking the green box labeled 'Trail Answers' on that page.

» What happens if I can't solve a Clue?

If you're having trouble with a clue, you can use our automated textline service to get up to 3 clue answers instantly. You can do this by texting 'CLUE' to 88802, followed by a space, then your 10-digit Unique Reference Number (found on the back of your Trail), and the 2-digit clue number that you are stuck on. For example, if you were stuck on clue 07 with a Unique Reference Number of '0123456789', this would be your text:

CLUE 012345678907

Details on how to do this can also be found inside the front cover of your Trail booklet, so you will have access to the instructions whilst out and about on your Trail too.

You can also get in touch with our customer service team for help with clues via email or telephone (Mon – Fri, 9:00am – 17:30pm), or via Facebook.

» I don't have access to a printer, can I do the Trail on my phone?

The short answer is, yes, you can! 

The PDFs can be viewed on a phone with some zooming and scrolling to keep you on your toes. Just don't forget to take a notepad and pen to record your answers, or draw / type answers directly onto your PDF if your phone allows.

Our long answer? We'd always recommend that you print out the Trail booklet if you can. Why? Because we feel it offers a better experience. Not only will you be screen-free on your adventure, but everyone can easily gather round your booklet, take turns in holding it, and scribble notes and workings out if needed. Plus, you won't have to worry about running out of battery or bright sunlight making your screen hard to see.

» I haven't received my download link.

When you order a Trail, you'll receive a confirmation email right away. However, your Trail download link takes a few minutes to generate our end. We'll send you a second email with your download link as soon as it's ready. Alternatively, you can find your download link in your account area on the website. Just login and take a look in the Order History section to access it.

If you haven't received either your confirmation email or your second email containing your download link, firstly try checking your junk folder. However, if the link is not in your junk folder, please don't worry as there are a couple of solutions for you! If it's a weekday or you don't need your link urgently, simply drop us an email to enquiries@treasuretrails.co.uk, or give us a call on 01872 263 692 (Monday – Friday, 9:00am – 17:30pm), and one of our team will be able to regenerate your link and send it over to you.

If it's the weekend, you will need to purchase your Trail PDF again, then get in touch with us using the same methods as above, and we will refund your duplicate order.

» My download link is lost or isn't working.

When you order a Trail, you'll receive a confirmation email right away. We'll send you a second email with your download link as soon as it's ready. You can access your download either from this second email or in your account area on the website. Just login and take a look in the Order History section to find it.

If you still can't locate your Trail download, or for some reason it isn't working for you, please don't worry as there are a couple of solutions for you! If it's a weekday or you don't need your link urgently, simply drop us an email to enquiries@treasuretrails.co.uk, or give us a call on 01872 263 692 (Monday – Friday, 9:00am – 17:30pm), and one of our team will be able to regenerate your link and send it over to you.

If it's the weekend, you will need to purchase your Trail PDF again, then get in touch with us using the same methods as above, and we will refund your duplicate order.

» I'm having trouble placing my order?

If you're having trouble placing your order (for example, if your card is being rejected), we first of all recommend logging out of your account and trying to place the order whilst logged out. However, if you try this and you're still having trouble, we then recommend trying different payment methods (for example, a different card or PayPal).

Don't worry about your Footsteps or Trail Blazer rewards; as long as you use the same email address to purchase, we'll automatically link it all up for you. However, if you notice anything missing when you log in again, please do contact us and we'll make sure your account is up to date.

If you notice a duplicate payment come out of your account, please do let us know as we'll refund these straight away.

» The Clue textline service isn’t working?

If your clue message won't send, we first of all recommend you check you have signal, and have entered the clue message in the correct format: Text the word 'CLUE' to 88802, followed by a space, then your 10-digit Unique Reference Number (found on the back of your Trail), and then the 2-digit clue number that you are stuck on. For example, if you were stuck on clue 07 with a Unique Reference Number of '0123456789', this would be your text:

CLUE 012345678907

Make sure you only type in your text as seen above, and don't include any other text about the problems you're having, or clue details. If you need answers for more than one clue, you must send a separate text message for each clue.

If this still doesn't return a text to you, unfortunately there are a few things that can disrupt the textline service, such as a spending cap on your contract, or short code numbers being disabled on your mobile device. We therefore recommend you instead drop us an email to enquiries@treasuretrails.co.uk with details of the clue you're stuck on and which Trail you're trying to complete, or give us a call on 01872 263 692 (Monday – Friday, 9:00am – 17:30pm), and one of our team will get back to you as soon as possible. In the meantime, if you've not been able to solve a clue and are waiting for a team member to send you the answer, you should still be okay to keep going with the rest of the Trail clues.