Frequently Asked Questions...

You can buy all our Trails through our website. Use the search bar to look for a particular place, or browse by county using the 'Locations' section at the top of the website.

We also have independent stockists across the UK. Use our Find a Stockist | Where to Buy Treasure Trails page to find your nearest one. As stock levels vary, we recommend calling the retailer before travelling to check they have your chosen Trail available.

We're sorry you're having trouble. First, try logging out of your account and placing the order as a guest. If that does not work, try the following:

Use a different card or payment method, including a fast-pay checkout option.

Clear your browser cache in your browser settings.

Open an incognito or private browsing window. On a desktop, press Ctrl+Shift+N. On a phone, open the browser menu and select New Incognito Tab or similar.

Try placing the order on a different device, such as a laptop instead of a mobile.

An incognito window creates a fresh browsing session, so it can solve checkout errors without you needing to clear your cache.

If you still need help, call us on 01872 263 692, Monday to Friday, 9am-5pm, excluding Bank Holidays, and we can help place the order over the phone.

If you are ordering outside our opening hours, please keep trying and contact us when we reopen if needed. If you end up placing a duplicate order, let us know so we can investigate and refund you the duplicate payment.

Some browsers remove or invalidate discount codes as you move through checkout. Please try entering the code again in the voucher box on both the basket page and the contact information page after entering secure checkout.

You can also try clearing your browser cache, using an incognito or private window, or placing the order on a different device.

To open an incognito or private browsing window: On a desktop, press Ctrl+Shift+N. On a phone, open the browser menu and select New Incognito Tab or similar.

Common voucher code checks:

For a personalised voucher, use the same email address that received it. For Gmail accounts, check whether the address uses 'gmail' or 'googlemail'.

Enter the complete code, including its prefix, hyphen and final numbers, for example: 50FOOTSTEPSFREETRAIL-0123456789012.

For a 3-for-2 offer, three Trails must be in your basket before the code will apply.

For an Annual Subscription code, add the Annual Subscription product to your basket, rather than the 12 Trails you plan to choose later.

Our valid voucher codes are supplied directly by us or through an official partner. Codes from coupon websites or browser pop-ups, such as 'Welcome10', are not valid on our website.

The Fossil Fest code only applies to eligible Lyme Regis Trails. It may appear to apply elsewhere but show a £0 saving, as it does not discount other Trails.

If the code still will not work, please email or call us Monday to Friday, 9am-5pm, excluding Bank Holidays. At weekends, if you are confident the code is valid, complete your purchase and reply to your order confirmation email with the code. Once checked, we can adjust the order where appropriate.

To use Store Credit, you must be logged into the account it is linked to. Add your Trails to the basket and continue through checkout. In the payment section, tick 'Apply Store Credit' to deduct your available balance from the order.

You can view your current Store Credit balance in the subscriptions area of your online account.

Your Trail is linked to the email address used for the purchase. If you checked out with Apple Pay, Google Pay or PayPal, it may be linked to the email address registered with that payment service.

For a Download Trail, the links are in your second confirmation email under 'Print at Home'. You can also find them in the 'Trail Downloads' section of your online account or access the Trail through the app.

Printed Trails are sent by Royal Mail. Orders placed before 2.30pm, Monday to Friday, excluding Bank Holidays, will usually be posted the same day. Later orders will be sent on the next available working day. Please contact us if five working days or more have passed since purchase.

We aim to send Printed Trails on the same day or the next working day, depending on the time and day of purchase. Royal Mail usually delivers them soon afterwards, but delivery can take up to five working days.

Please contact us if your booklet has not arrived within this time or you would like confirmation of your order.

While you wait, you can access the PDF version in the 'Trail Downloads' section of your online account or through the app. Log in using the same email address used to buy the Trail: Sign in - Treasure Trails.

For more details, please see our Delivery Information Page.

You should receive an order confirmation email straight away, followed by a second email containing your Download link once it is ready. If either is missing, please check your junk or spam folder.

You can open the Trail from the second email or find it in the 'Trail Downloads' section of your online account.

If you still cannot locate or open your Download, email enquiries@treasuretrails.co.uk or call 01872 263 692, Monday to Friday, 9am-5pm, excluding Bank Holidays. Our team will be happy to help send it to you.

If it is the weekend and you need the Trail urgently, purchase the PDF again and contact us when we reopen so we can refund the duplicate order.

If you used PayPal, Apple Pay or Google Pay, the Download may have been sent to the email address linked to that service. If you cannot access that account, reorder using the correct email address and let us know so we can refund the duplicate.

Our Customer Happiness Team is available Monday to Friday, 9am-5pm, excluding Bank Holidays.

Your online account is available 24 hours a day. Both Printed and Download purchases can be accessed in the 'Trail Downloads' section or through the app. If you ordered an Instant Download, the PDF links will also be in your second confirmation email. You can also always access the Trails in your app.

Trails are completely self-guided and have no expiry date, so you can explore whenever it suits you.

We recommend heading out during daylight, as clues are easier to see and some locations, including parks and churchyards, may have opening hours. Any known restrictions are normally mentioned at the beginning of the Trail.

No booking is needed. Your Trail is completely self-guided, so you can start whenever you choose.

No. There is no office or member of staff to meet at the start. Your Trail includes the starting point, recommended parking and all the directions you need along the way.

Most Trails take place entirely outdoors on public property, so you will not normally need to enter buildings, access private land or pay an admission fee.

A small number include an occasional indoor clue, such as one inside a church. Cockington Court, Cricket & Church in Devon is one example. Some routes may also involve an additional travel cost, such as the ferry on the Bristol - Harbourside & Centre Trail.

Check the product description and the 'Before You Set Off' tab on the Trail page before purchasing. Any extra requirements will also be explained at the start of the Trail itself.

Our Trails are family-friendly adventures designed for all ages. The playful backstories are suitable for children, while some wordplay or trickier clues may need help from older children or adults.

You certainly do not need to bring children to enjoy the experience. Plenty of grown-up explorers enjoy tackling the clues too!

For younger explorers, take a look at our Children's Treasure Trails Blog, which recommends Trails containing more picture clues than usual.

Children aged 4-8 can also enjoy our free The Treasure Trails Mini Clubs 

activity packs, available in the 'Extras' section of your account.

The Treasure Trails Mini Clubs are free extra adventure packs for children aged 4-8. They are designed to accompany the main Trail and give younger explorers additional activities and fun along the route.

You can find them in the 'Extras' section of the website and in your purchase confirmation emails.

One booklet works best for a group of around two to five people.

For larger events, we recommend purchasing one Trail booklet per team. Each copy has its own Unique Reference Number, which can be used for clue help and to submit the final answer.

You can find planning advice on our Tips for Larger Groups page.

If everyone wants to use the app, each person will need their own copy purchased using the email address linked to their app account. If you need to bulk order the Trails from one account, we recommend ordering Vouchers and distributing the codes so each participant can then order the Trail using their own details.

The app is optional, however, and the Printed and PDF versions include everything needed to complete the adventure.

Dog suitability can be subjective, as every dog and route is different. Most Trails are outdoors, but many pass through busy or built-up areas, so dogs may need to stay on a lead.

After searching for a location on our website, select 'Filter' above the map and choose the relevant dog-friendly options.

'Fully dog friendly' means you and your four-legged explorer should be good to go. 'Dog friendly with possible restrictions' means there may be a clue in an area where dogs are not allowed, such as a park or churchyard. One member of your group may need to wait outside with the dog while others solve that clue.

Please contact us if you would like more specific advice about a particular route.

Accessibility is based on features such as steps, hills and uneven ground. A route may contain only one challenging section, so the final decision will depend on your own needs and judgement.

Search for a location, select 'Filter' above the map and choose your preferences. You can filter by Accessibility, Duration, Getting Around, Route Type, Dog Friendliness and Trail Theme. Then select 'Submit Filter' to see suitable nearby Trails.

Please contact us if you need detailed information about a particular route before choosing.

We have three themes, each featuring a fictional, tongue-in-cheek backstory:

Detective Mystery (blue): solve clues to eliminate suspects and evidence until one final pair remains.

Treasure Hunt (red): solve clues to eliminate locations on a map until only the hidden treasure location remains.

Spy Mission (green): enter answers into a grid, then cross off shaded letters from a combination box to reveal a four-digit code.

A Gift Voucher is usually the easiest option. The recipient can choose their own Trail and order it using their own email address, keeping everything linked to their account. Visit our Gift Shop - Treasure Trails for options.

You can also give someone a Printed Trail, print a Download copy and gift the booklet, or forward the PDF links from your confirmation email.

Please remember that the Trail remains linked to the purchasing email address, so it will not automatically appear in the recipient's website account or app. They can still explore perfectly well using the PDF or physical booklet. If they want app access, they can contact us with their details.

Use our online Stuck on a clue? No problem! - Treasure Trails service, following the instructions in your booklet. If you are using the app, tap the 'Hint' button on the relevant clue page.

You can also contact our Customer Happiness Team by email, telephone or Facebook, Monday to Friday, 9am-5pm, excluding Bank Holidays.

Our old text message clue service is no longer available and only appears in older booklets. To access the latest Trail version, regenerate the Download link in your account or download the Trail through the app. Please contact us if you need help doing this.

Trails do not expire, so you can complete them whenever you are ready. However, routes are checked and updated when local clues or directions change, so we recommend using your Trail reasonably soon after purchase and checking the version before setting off.

Use our Trail Version Number Lookup to check your copy.

For orders placed after November 2021, you can regenerate the latest PDF links in the 'Trail Downloads' section of the purchasing account. Orders placed after June 2022 can also be accessed through the app, which provides the latest available version at the time of download.

Please contact us if you need help accessing the newest copy.

Trail purchases made after June 2022 can be accessed through the Treasure Trails app. Log in using the PIN in your confirmation email, or request a new PIN for the email address linked to your account.

Alternatively, open the PDF from your confirmation email or online account on your phone or tablet. We recommend taking a pen and paper so you can record your answers as you explore.

Printers vary, but the following settings usually work well for the booklet PDF:

A4 paper, fitted to the printable area (sometimes shown as A5 to A4).

Landscape orientation.

Print on both sides.

Booklet print type.

Flip on the short edge.

If printing single-sided, the pages can often be folded and arranged in the correct booklet order, although blank pages may appear between them.

Alternatively, use the single-page PDF format and print one page per sheet.

Complete the Trail, then use your URN to Submit a Trail Answer on the website, or submit through the app if that’s how you were answering the clues.

You will immediately be told whether your answer is correct and will then receive access to the full answers. You can view them again later in the 'Answer Submission' section of your online account.

You can change your email address from the 'Profile' page in your online account. If the new address is already registered or you experience any problems, please contact us and we will be happy to help.

Sign up for our marketing emails to receive new promotional codes and offers as they are released. You can subscribe at the bottom of our website or through your online account.

How do I get the app?

Search for Treasure Trails in the Google Play Store for Android devices or the App Store for Apple devices. You can also use the links on our Treasure Trails App page.

I've ordered a Printed Trail. Do I still get access on the app?

Yes. Every Trail purchased after June 2022 can be accessed through the app, whether you ordered a Printed or Download format. It will appear in the account linked to the email address used for the purchase.

Can I share the Trail on another person's app or phone?

Only one app login can be used per account, so a Trail cannot be shared across several app accounts.

If each explorer would like a copy in hand, print the PDF and use those copies alongside the app, or you can open the PDF copy on the other phones so they can still read the clues and directions.

I've purchased the Trail, but I can't find it in my app

Make sure you are logged in using the same email address used to purchase the Trail. If you paid with PayPal, Apple Pay or Google Pay, the Trail may be linked to the email registered with that service.

If you think the wrong email address was used, please contact us and we can help add the Trail to the correct account.

I want to access an old Trail on the app, but I can't find it

The app automatically includes purchases made after June 2022. For an older purchase, contact us and we will help add it to your app account.

For a later order, check that you are logged into the correct account and look in 'Start My Adventure', 'Previous Adventures' and 'Order History'. Please let us know if it is still missing.

I've requested a new PIN, but I haven't received the email

Please check your junk or spam folder, as PIN emails sometimes hide there. If you still cannot find it, contact us and we can provide a new PIN.

I want to do a group event. How does everyone access their copy of the Trail on the app?

Each person using the app needs their own copy of the Trail, purchased using the email address linked to their app account.

If one account needs to bulk purchase the Trails, we recommend buying Vouchers and giving each participant a code. They can then order the required Trail using their own details.

The app is not essential. Printed and PDF formats contain everything needed to complete the Trail.

Does the app need internet?

Not while you are exploring. Download the Trail to the app before setting off and you should be able to access it without Wi-Fi or mobile data.

I want to re-explore a completed Trail. Can I do this on the app?

Each Unique Reference Number can only be used once to submit a final answer, so the same answer cannot be submitted again.

You can, however, clear your previous clue answers in the app:

Open 'Previous Adventures'.

Select the tick on the completed Trail.

Choose 'Delete Trail Cache'.

You can also open the unanswered PDF from your online account or original confirmation email, print it again or view the single-page version on a device and record your answers separately.

Once you have submitted the final answer, your completed answer sheet remains available in your online account for reference.

How can I get the most recent version of my Trail on the app?

The app provides the latest version available at the time you download the Trail, so we recommend downloading it shortly before your adventure.

If you downloaded it some time ago, select the tick in the bottom-right corner of the Trail image, delete the Trail Cache and download it again. This will install the newest available version.

Can I use the app and my Printed Trail at the same time?

Yes, you can use both formats together.

Before setting off, check your Printed Trail using the Trail Version Number Lookup in case the route has been updated.

If there is a newer version, download the latest PDF from the 'Trail Downloads' section of your online account. The app should also provide the most recent version.

Where can I find my Trail URN?

In the app, go to 'My Account' and select 'Trail History'. Press the down arrow beside the relevant Trail to view its Unique Reference Number.

How much battery does the app use?

Very little once the Trail has been downloaded, as it does not need Wi-Fi or mobile data while you explore.

To be safe, we recommend starting with at least 25% battery, or 50% if you plan to take photographs along the route.