Help & support

CityRo is a personal city guide: self-guided walks with a story at every stop. Here are answers to the common questions, and how to reach us.

Walks and location

How does a walk work?

Pick a city, choose a walk and tap Start walk. Walk mode follows you along the route and plays each story as you reach its stop. You can also play any story yourself by tapping the stop.

Why does CityRo ask for my location?

To show where you are on the map and to start each story when you arrive. Your location stays on your device — it is never sent to us. If you say no, you can still browse every city and play stories by tapping the stops.

Stories don't start when I arrive

• Check that location access is allowed for CityRo: on iPhone, Settings → CityRo → Location → While Using the App; on Android, Settings → Apps → CityRo → Permissions → Location → Allow only while using the app.
• Keep CityRo open on screen during a walk — your phone stops sharing location with the app once the screen locks.
• GPS can drift between tall buildings. If a story doesn't start, tap the stop to play it.

Purchases

What can I buy?

• City Pass and Region Pass — one-time purchases. They unlock the walks in that city or region that exist on the day you buy, and you keep them. Walks added later are sold separately.
• Explorer Annual — a yearly subscription that unlocks every city, including new ones, and renews automatically until you cancel.

I bought something, but it's still locked

• On iPhone or Android: open Profile and tap Restore purchases. Make sure you're signed in to the same Apple or Google account you bought with.
• Bought on the web? Sign in to CityRo with the same email on your phone — purchases made at cityro.app follow your CityRo account.
• Still locked? Email us with the date and what you bought.

Cancel or manage a subscription

• Bought on iPhone: Settings → your name → Subscriptions → CityRo.
• Bought on Android: Google Play Store → your profile picture → Payments & subscriptions → Subscriptions → CityRo.
• Bought on the web: in CityRo, open Profile → Manage subscription.

Cancelling stops the next renewal; you keep access until the end of the period you've paid for.

Refunds

• App Store purchases are refunded by Apple: reportaproblem.apple.com.
• Google Play purchases are refunded by Google, from your Google Play order history.
• Web purchases: email us within 30 days of the charge — see Terms, section 6.

Your account

Do I need an account?

No. You can explore every city and start its free walk without one. An account saves your passport and progress and keeps purchases in sync across your devices.

I forgot my password

Open Sign in, enter your email and tap Forgot password?. We'll email you a link that works for one hour; open it, choose a new password, and you're signed in. No email after a few minutes? Check your spam folder, or email us from the address you signed up with and we'll help you get back in.

Delete my account

You can delete your account and its data at any time, from inside the app or by email: how to delete your account.

Something wrong in a story?

We check our stories against sources, but if you spot a mistake, please tell us — use Leave feedback in the app, or email us. Corrections usually ship within days.