FAQ

Questions? We are happy to help! You can begin by choosing a topic below:

If you booked your ticket directly through Qugato.com, you should receive a confirmation email shortly afterwards. This email includes your login details. Haven’t received anything? Be sure to check your spam folder as well.

If you purchased your ticket through one of our partners, you’ll have received a voucher code in their confirmation email. You can redeem this voucher code on our website.

To do this, simply select the city game you’d like to play on our website and proceed to the checkout. Enter your voucher code in the field that says “Do you have a voucher or discount code?” Once you complete your order, you’ll receive an email from us with your login details and instructions on how to get started.

Still need help? Call or WhatsApp us at +31 (0)85 800 60 80, or drop us a line at hello@qugato.com.

Your username and password can be found in the confirmation email sent to your inbox. If it’s not in your inbox, check your spam or junk folder.

Still having trouble? Ask a teammate to share the login details or contact our support team.

First, double-check if the password has been entered correctly. For accuracy, copy and paste it directly from the confirmation email.

Make sure you’re connected to the internet as this is necessary to start the game. If the problem persists, please contact us for further assistance.

If you purchased your ticket through one of our partners, you’ll have received a voucher code in their confirmation email. You can redeem this voucher code on our website.

To do this, simply select the city game you’d like to play on our website and proceed to the checkout. Enter your voucher code in the field that says “Do you have a voucher or discount code?” Once you complete your order, you’ll receive an email from us with your login details and instructions on how to get started.

Still need help? Call or WhatsApp us at +31 (0)85 800 60 80, or drop us a line at hello@qugato.com.

If you have a DoenKado or VVV Gift Card, simply choose “Gift card” as your payment method at checkout and follow the on-screen instructions.

For other gift cards like Bongo, Belevenissen, Dagje Uit Cadeaukaart, Smartbox, or One4all, follow the steps on this page to redeem your card.

Yes, you can reschedule your city game free of charge. Simply visit our reschedule page, enter your order details, and select a new date. You’ll receive a confirmation email once your new date has been set. You can reschedule as often as you like within two years of your original booking.

Bring your smartphone, and optionally a power bank if your phone battery tends to run low. Some players like to take notes with pen and paper, but it’s not required.

Most of our self-guided city games take around 2-3 hours to complete, but it depends on your walking speed, how quickly you solve challenges, and whether you take breaks. You can find more information on the game detail page on our website.

No, our city games are self-guided, giving you full control over when and where to start. Simply follow the instructions provided and get started!

Most of our city games can be started anywhere you like in the city centre. So, you can choose if you start at a bar or restaurant or take a break during your game. Check the game page on our website for more information.

Parking availability depends on the city and the game. For more information, read the game information page on our website.

On the day of your booking, you can start the game at any time you like. For the best experience, we recommend playing during daylight hours. Most city games take around 2-3 hours, so it’s best to begin at least 2 hours before sunset.

It depends on the city and game. For more information, go to the game information page on our website.

You can easily reach us via WhatsApp! Visit the “Contact Us” tab in the app or on our website for the direct link. Our support team is available Monday to Friday from 10 AM to 6 PM.

The Qugato app is available for download from the Google Play Store and Apple App Store.

Available languages are listed on the game’s intro page. You can select your preferred language when you start the city game.

It’s simple! Log in using the username and password from your confirmation email. One player acts as the Team Lead to set up the team name and picture. Follow the on-screen instructions, head to the starting location, and complete your first challenge! You can also check our more detailed step-by-step guide.

Yes! You can select your preferred language at the beginning of the game.

To change the language mid-game, Android users can press the return button until they reach the language settings screen, while iOS users can swipe back.

Note: changing languages during a game may cause you to miss challenges if another player completes them while you’re switching.

Yes! You can pause the city game anytime. The total game time is based on the time spent solving challenges, so the clock only runs during active challenges. You have full control over your city game pace.

Yes! You can pause and resume your city game anytime. Simply log back into the app with your team’s username and password to pick up where you left off. Keep in mind, the clock only runs when you’re solving challenges, so pausing won’t affect your game time.

Yes, we recommend having mobile data turned on for a smooth experience. The game doesn’t use much data, but you need a connection to communicate between phones and download game content. If you’re concerned about data usage, start the game on Wi-Fi to download the city game in advance.

The blue dot marks your current location. Follow the gray dotted line for the suggested route, or create your own path between the challenge locations.

Scoring is based on your performance in solving challenges:

  • Start = 500 points
  • Correct answer = +100 points
  • Incorrect answer = -50 points
  • Use of hint = -30 points
  • Skip challenge = 0 points

 

At the end of the game, you need to identify the criminal.

Points are calculated as follows:

  • Correct criminal = +600 points
  • Incorrect criminal = -100 points
  • No criminal identified = 0 points

 

If you identify the wrong criminal, you may try again until you correctly identify the criminal.

In case teams end up with the same number of points, the ranking board will prioritize based on the total amount of time spent on solving challenges.

The Team Lead can skip and/or report an inaccessible location. Simply click on the green pin on the map, select “Skip Location” and follow the prompts.

If the pop-up doesn’t appear, either the GPS can’t find your exact location, or the app already unlocked the location before. Walk around the area near the pin on the map. When the green pin turns red with a hand icon, click it to start the challenge.

Check that your phone’s GPS is turned on and the Qugato app has location permissions set to “Precise” and “While Using the App.” Restart the app, and if the problem continues, restart your phone.

Make sure your phone’s GPS is on and location permissions are enabled. Try restarting the app and walking around a bit. If the issue persists, restart your phone or contact our support team.

Your Qugato app account only stores your gameplay records. To delete your account, contact us at hello@qugato.com using the email linked to your account. Once we receive your request, we will remove your account from our database within a reasonable time.

To invite others, simply share the username and password provided in the confirmation email.

Keep in mind that each game has a player limit, and once a player joins, their spot is taken and can’t be undone.

Another player can take over the Team Lead role by going to the “Overview” tab and selecting “Become Team Lead”. If you’re currently in a challenge, return to the map screen to access the Overview tab.

Absolutely! The ticket you bought will indicate how many devices you are allowed to play the city game with. Please note, once a device joins the game, the spot is taken and cannot be undone.

We recommend teams of 2 to 6 people for the best experience. If you’re playing with a large group, consider splitting into multiple teams and competing against each other.

Groups of up to 20 people can book directly on our website. Simply choose the number of teams you need to create and complete your order. For groups of more than 20, please visit our Group Bookings page for full details and to request a no-obligation quote.

You can reschedule your group booking once, free of charge, up to 48 hours before your play date. Cancellations are free up to 14 days in advance. Cancellations made within 14 days are charged at 50%, and within 48 hours at 100%.

For groups of up to 20, recommended starting points are listed on each game page. For larger groups, we’ll gladly provide personalised advice on the most suitable starting location.

Absolutely! For all our city games that mention “start anywhere”, you can gather in the centre of the game area and send teams in different directions to start. Each team can freely decide their direction and starting point, minimizing crossings even when starting simultaneously. For our city games with a fixed starting point, teams can begin by leaving a minimum gap of 5 minutes between each team.

Absolutely! We’re always developing new games and ideas. Sign up for our newsletter to stay updated on the latest releases and game expansions.

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Yes! Every city’s game is designed uniquely, featuring puzzles and challenges based on local culture, history, and landmarks. No two games are the same.

Challenges vary by city and game, but may include puzzles, word challenges, maths problems, image searches, and more. Each game is designed to test your skills in different ways. Read more about each city game on the game information page on our website.

Our city games are perfect for family outings, friend groups, team-building events, solo exploration, and even special celebrations. If you’re looking to add fun and adventure to any occasion, Qugato city games are an excellent choice.

Yes, our games are specifically designed to guide you through cities, offering a unique blend of exploration, adventure, and local culture discovery.

Definitely! Even if you’re familiar with the city, our city games will reveal hidden gems and lesser-known facts that locals often overlook. It’s a great way to rediscover your surroundings.

Our city games involve walking around the city for about 2-3 hours, covering 3 to 5 kilometres. If walking is difficult, you can pause anytime and rest, as only challenge-solving time counts toward your final score.

While the games are suitable for all ages, some challenges might be difficult for younger children, and the walking distance may be challenging. However, it’s a great family activity with teamwork and adventure at its core.

Yes! Our city games are perfect for solo adventurers who want to explore the city on their own.

Yes, that’s possible. Bringing a good torch might be useful for solving challenges when it’s dark. During festivals or public holidays, cities can be very crowded or certain areas might be inaccessible. You can still play and complete the game, but it might be more enjoyable to play at another time.

Yes, that’s possible! You can set up the team information, read the introduction screens, and view the map, but you need to be physically present at the locations to trigger the challenges.

It depends on the type of ticket you purchased. Individual tickets, purchased directly on our website, you can cancel free of charge up to 24 horse before your original play date. You can also reschedule to a new date at any time, even on the day itself. Please note that once you have rescheduled or started the game, cancellation is no longer possible.

Group bookings can be cancelled free of charge up to 14 days before the original play date. Rescheduling is possible up to 48 hours in advance. After these deadlines, cancellation charges may apply.

If you booked through one of our partners, cancellation is not possible, but you may reschedule your play date.

Yes. For individual tickets purchased on our website, you can request an invoice after completing your order by emailing hello@qugato.com with your order number.

For group bookings, payment is made by invoice. You will automatically receive an invoice containing all the details needed to complete the payment.

Yes. Your game ticket is valid for 2 years from the date of purchase. You must book a play date to start the game, and if you cannot play on your chosen date, you may reschedule once to any new date within this 2-year validity period.

You can purchase tickets directly on our website. Once purchased, you’ll receive a confirmation email with your game credentials. Use these details to log into the app and start your adventure!

We offer a variety of payment methods, including most major credit cards, iDeal, Bancontact, and other local payment options. You can also pay using popular gift cards, such as the VVV Gift Card, DoenKado Gift Card, All4One Gift Card, and the Bongo Gift Card. Click here to see the full list of gift cards we accept. A complete overview of all available payment methods can be found on the checkout page of our website.

At Qugato, we’re always open to creative partnerships. Whether you run a hotel, create content, or organise events, we’d love to work with you to create something truly unique!

Our mission is to introduce both tourists and locals to the city’s untold stories and hidden gems, away from the usual tourist trails.

We’re excited to explore how we can collaborate to achieve these goals. 

Here are a few ways we can collaborate.

Still need help? Call or WhatsApp us at +31 (0)85 800 60 80, or drop us a line at hello@qugato.com.

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