Route Help with Route Stories
Answers to the common questions. If you are still stuck, email hello@routestories.me and we will help.
Signing in
There is no password. Tap My Routes, enter your email address and we send you a 6-digit code. Type the code in and you are signed in. You can also tap the link in the same email.
No email after a few minutes? Check your spam or junk folder, and make sure you typed the address correctly.
Finding your routes
Everything you have bought or made is in My Routes, at the top right of every page. Sign in with the same email address you used to buy.
My stories aren't ready
Stories for your own route are usually ready within the hour, and we email you when they are. If it has been longer than a few hours, email us with the route name and the email address you used. We will find out what has happened.
Refunds
- If we can't make the stories for your route, we refund you in full.
- If something else is wrong, email us within 14 days and we will look at it.
- Purchases made in the iOS app are refunded through Apple, at reportaproblem.apple.com.
The full details are in our terms.
The iOS app
- Location: the app needs your location to show where you are and to start each story at the right place. If you allow it, stories keep playing with the screen locked. Your location stays on your phone.
- Apple Music (optional): allow it if you want your own playlists between stories. Nothing about your music is sent to us.
You can change these at any time in Settings, then Route Stories.
Deleting your account
Email hello@routestories.me from the address you sign in with and ask us to delete your account. We keep payment records for 6 years because tax law requires it. Our privacy policy explains what else we keep and why.
Contact us
Email hello@routestories.me.