FAQ

Questions, answered.

The things travellers ask us most — about your code, your 12-hour pass, choosing your stops, and walking offline. If your question isn't here, we're one email away.

I've paid but haven't received my code. What should I do?
Your tour is built first and the code is then emailed to you — it usually arrives within about 30 minutes, not instantly, so give it a little time. If it's taking longer or you can't find it, check your spam or junk folder: on Outlook and Hotmail it often lands in Junk, and on Gmail try the Promotions tab. Searching your mail for "Lume" usually brings it straight up. Still nothing? Write to us at hello@lume.travel and we'll send your code right over.
When does the 12-hour timer start?
Only when you actually start walking — the moment you reach and play your first stop. It does not start when you pay, and not when you activate. So you can open your tour at home or your hotel, look through everything, choose your stops and download it all in advance without touching the clock. The 12 hours begin the second you set off.
How long is my code valid before I use it?
Your code is valid for one year from the day you buy it, so there's no need to rush — activate it any time within that year. Nothing counts down while it waits: the 12-hour window only begins once you start walking.
Where do I choose which stops to visit?
Inside the tour, not during checkout. After you tap Activate, the very first screen shows every stop on a map, and you pick the ones you want and leave out the rest — as few or as many as you like. So nothing is missed at payment; that step simply waits for you when you open the tour.
Can I choose where I start and the order I walk?
Yes. On that same first screen you choose your stops, and you're free to walk them in whatever order suits you and begin wherever you like. The map and audio never force a fixed route.
Do I need internet or mobile data while I walk?
No. Download your tour on Wi-Fi first — the audio and map save to your phone — then walk completely offline. GPS works with no data at all, so there's no roaming when you're abroad.
How do I make sure it still works with no signal, especially on iPhone?
Download everything before you set off, while you still have Wi-Fi. On iPhone, add Lume to your Home Screen first — tap the Share icon, then "Add to Home Screen" — and from there your downloaded tour is protected and stays put. We show you this step when you open the tour.
Does the audio start on its own, or do I press play?
Both. As you approach a stop, your phone senses you've arrived and the narration begins on its own — handy when your phone is in your pocket. A large play button is always on screen too, so you can start any stop yourself whenever you like.
Do I have to walk to every stop? Some look far apart.
No. The heart of every tour is one comfortable walking route. A few places sit farther out — those are clearly marked "by car" and left off by default, so your walk stays easy on foot. You add a far stop only if you want to drive to it.
How long does a tour take?
It depends on the city and how many stops you choose — most walks run from about 30 minutes to a couple of hours of narration. You set the pace: pause for a coffee, double back, or skip a stop entirely.
Can I gift a tour, or buy for a group?
Both. You can gift a city of someone's choice, and for a group you buy one code per phone at a lower price per code. Everyone walks with their own audio, in their own language.

Still need a hand?

We're a small team and we answer every message ourselves. Write to us any time at hello@lume.travel.

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