Frequently Asked Questions...

Q. How do I get the App?
A. Either search for it on the Google Play store (for Android phones) or App Store (for Apple phones), or you can click the icon links via the following page: Treasure Trails App.

Q. I’m having issues with the PIN access for the App?
A. To be able to access your Trails and account, you’ll need a PIN. On the App Welcome Screen, simply press the Request New PIN button and enter the email address used when purchasing your Trail. Your PIN number will come through, and you can then use it to log-in to the App. You will only need to do this the first time you use the App.

Q. When I request a PIN for the App, I get a message saying that No Matching Email Address Could be Found?
A. This will only happen if the email address is not on our system. All orders are automatically added so if this is the case, you may need to check whether you are using the email address that the order was placed with.

Q. I’m not seeing all of my order history within the App?
A. All Trails purchased with the email address you logged in to the App with will show, back-dated to June 2022. Orders placed before June 2022 can be accessed on your website account as usual but not on the App.

Q. Trails I've ordered since June 2022 aren’t appearing in the App?
A. First, make sure you are logging on using the same email address. If you have used multiple email addresses for previous Trail purchases, then you’ll need to log into the App separately with these. Once in the App, there are two sections where the Trails may appear: “Start My Adventure” will show all Trails for which an answer has not been submitted (regardless of whether you have completed it or not), and “My Previous Adventures” which shows Trails which have had an answer submitted.

Q. Do I have to order the App version separately?
A. No, you will get access to the PDF version for home printing and the App version on any order you make (Digital, or Printed), at no extra cost.

Q. Can I use the App on more than one phone?
A. No, unfortunately not, just one login per account. This does, however, ensure that the Treasure Trails ethos remains - all working together to enjoy and complete one Trail. If you would like each explorer to have a Trail “in-hand” then you could print the PDF version and use these alongside the App.

Q. How much battery does the App use?
A. Not much at all! Once your Trail is downloaded it won't use any data or need wi-fi connectivity. Just to be on the safe side, we recommend that you have at least 25% battery life remaining, or at least 50% if you plan to take photos en-route.

Q. Are there any in-App purchases?
A. Nope. No hidden extras here! 😊

Q. Will I get all my Footsteps and Trail Blazer Badges on the App?
A. Yes, the historical data you see on the website version of your account will match that on the App. The two will continually synchronise, so that if your next Trail is done on the App, the website version of your account will display the same information (or vice-versa).

If you have had your Trail a little while, it is worth checking it is still the most recent version to ensure you don't encounter any troublesome clues or directions. You can do this by checking our Trail Version Number Lookup page here.

Tips on printing your booklet:

You may need to change some printer settings first in order to print using the booklet PDF.

- Paper size A4 fit to printable area (sometimes it will say A5 to A4)
 - Landscape orientation
 - Print on both sides
 - Booklet print type
 - Flip on short edge

With some folding, when printing on single sides, the Trail can be put together so that the pages appear in the correct order, with blank pages in between.

Unfortunately, all printers are different so this is just a guideline for certain settings that may help create the booklet style of our Trail.

Alternatively, you can print it as a sheet per page using the single page format.

If you`d like any further help, give us a call on 01872 263 692 (any time between 9:00am and 17:00pm, Monday - Friday), and a member of our Customer Happiness Team will be able to help!

Most of our Trails are based entirely outdoors and on public property, so you won't normally need to enter any buildings or private property to solve clues. However, we do have a couple of Trails that have the occasional clue set indoors, (such as in a church). Cockington Court, Cricket & Church in Devon is one example. If this is the case, you can check the product description, or the 'Before You Set Off' tab, on the Trail page to double-check this.

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 - 17.00pm (closed Bank and Public Holidays).

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.

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.

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.

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.

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!

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.

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.

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.

If you're having trouble with a clue, you can use our clue help page on our website  to get up to 3 clue answers instantly. 

We do also have an automated textline service. 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 – 17:00pm), or via Facebook.

When you buy your Trail you will automatically get access to the App version, as well as a PDF version (printed copies incur a P&P cost).

Full instructions on getting hold of the free App, are included within your order, where your purchased Trails will be waiting for you.

The PDFs can also 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.

If not using the App however, 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.

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 – 17:00pm), 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.

If you purchased your Trail using any of the Express Checkout options (PayPal or Google Pay) your download links will have been sent to the email address you use for that payment method.

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. If you haven't received either your confirmation email or your second email containing your download link, try checking your junk folder. 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 – 17:00pm), 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.

If you purchased your Trail using any of the Express Checkout options (PayPal or Google Pay) your download links will have been sent to the email address you use for that payment method.

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 this straight away.

We would recommend using our clue help web page to help with any clues you may be stuck on.

If you did want to use the automated SMS service though, and are having some issues, please read on....

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 – 17:00pm), 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.

• Occasionally, our customers have told us that their browser removes or invalidates discount codes when moving between different pages on the website, so we have included a discount voucher box on each stage of the checkout process. Please try entering your code in the basket page and the contact information page after going through secure checkout.
  
  
• You may need to clear your internet cache, as sometimes this can regenerate errors when trying to place an order. Another suggestion may be to try placing your order in an ‘incognito window’ (Ctrl+Shift+N on your browser) as this creates a clean internet window without the need to clear the cache.
  
  
• Sometimes it may be the device causing the error, so if possible try using a different device eg a laptop instead of a mobile
  
  
• When entering a personalised voucher that was sent to you via email, there are a few areas that may be causing the problem:
  • You will need to use the same email address that received the voucher (for a Gmail email address you will need to ensure it is the correct version for your account i.e. gmail or googlemail).
  • You need to enter the entire code from the prefix, with the hyphen, and then the numbers on the end (e.g. 50FOOTSTEPSFREETRAIL-0123456789012).
• For a 3 for 2 offer, you must have 3 Trails in your basket in order for the code to redeem.
  
  
• For the Annual Subscription you must have the Annual Subscription product in your basket for the code to redeem (i.e. not the 12 Trails you want to purchase during the subscription).
  
  
• The Fossil Fest code is only applicable in conjunction with the Lyme Regis Trails, as it was originally created to promote a Fossil Festival going on in the area. It is not an active code we offer, and is an automatic ‘coupon’ popup not controlled by our site. Although it may ‘apply’, unless it is with a Lyme Regis Trail it will say you have saved £0, as unfortunately it does not create a discount against any other Trail.
  • This is the same with some other ‘coupon’ popup codes e.g. Welcome10 as they will not apply.
  • The only voucher codes available for our site will be provided to you in an email or as part of a partnership with another company.
    
    

If you are still experiencing a problem, please email or call us here at HQ and we will do our best to help.