FAQ

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

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.

Anytime you want! For the best experience, we recommend playing during daylight. On average, a city game takes about 2-3 hours, so start at least 2 hours before dark.

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.

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.

Purchase the tickets based on the number of teams you want to form (one ticket per team). The tickets are valid for 2 years, so you can play whenever it suits you best. If you’d like a private ranking board or a customized offer, please contact our sales team or read more about the options on the Team Building or School Outing page.

No worries! Qugato game tickets are valid for two years. You can play at another date or give your ticket to someone else.

Most of our city games can be started anywhere in the city centre. We recommend starting in an easily accessible area like a square or park. Or start at a restaurant or bar. Read more about suggested starting locations on the game detail page.

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.

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.

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.

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.

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.

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.

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.

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.

As long as you haven’t started the game, you can cancel your order within 14 days of your purchase by contacting us. After 14 days, it is no longer possible to cancel your order. However, our tickets are valid for 2 years, so if you’re unable to play, you can still use them at a later date.

For regular tickets, payment is processed at checkout. An invoice is automatically included in the confirmation email. If you’re ordering for a larger group, we offer a Plus package that allows payment via bank transfer. You’ll receive an invoice with all the details to complete the payment.

Yes, the ticket for a city game expires after 2 years. You can play the game at any time during this 2-year period, whether that’s next week, next month, or next year.

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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