Support

Common questions

The narration doesn’t start when I reach a stop

CaseWalk needs location access — including “Always” or background permission — to detect when you arrive at a stop and play the narration. Open your device settings, find CaseWalk, and make sure location is allowed while using the app and in the background. Headphones and a charged phone help; precise audio timing depends on GPS, which can drift indoors or among tall buildings.

A case is taking a long time to download

Downloading a case saves its narration, route map, and images to your device so the whole walk works offline. This usually takes a moment, but a large case or a poor connection can slow it down. You can leave it downloading in the background — we’ll let you know when it’s ready to walk.

How do credits and All-Access work?

Your first walk is free. After that you can buy a credit to unlock a single case forever, or go All-Access for every case in every city — unlimited and offline, monthly or yearly, cancel anytime. Purchases are billed through the App Store. A credit never expires and the cases you unlock stay yours; All-Access renews until you cancel it. Your purchase history lives in your device’s account settings (App Store → Purchase History).

I want a refund

Purchases are processed by Apple, so refunds are handled by them. On iOS, request a refund at reportaproblem.apple.com. If you think something went wrong on our side, email us and we’ll help.

How do I delete my account and data?

You can delete your account from within the app, which removes your associated personal data. You can also email us at hello@casewalk.app to request deletion. See our Privacy Policy for details on what we keep and for how long.

Still stuck?

Email hello@casewalk.app (hello@casewalk.app) and we’ll do our best to sort it out. We’re a small team, so please allow a couple of business days for a reply.