Support
How can we help?
Quick answers first. If yours isn't here, write to us: a person reads every message.
Frequently asked questions
Getting Started
What exactly is HearAround?
HearAround is a location-aware audio guide. Instead of following a group or reading a book, you simply walk. Our app uses your phone's GPS to automatically play stories, historical facts, and soundscapes when you reach specific locations.
Is the app free to download?
Yes! HearAround is free to download on iOS and Android. We offer a selection of free 'Discovery' tours. Premium immersive tours created by top storytellers can be purchased individually.
Do I need an internet connection while walking?
No. We know travel data is expensive. You can download the entire tour (including the map and audio files) over Wi-Fi before you leave your hotel. The app works 100% offline using just your GPS.
Do I need headphones?
We highly recommend them. Our tours often use 3D spatial audio (binaural sound) which sounds best with headphones. However, you can also use your phone speaker if you prefer.
Tours & Experience
How does the GPS triggering work?
It's magic (almost). The app monitors your location. When you enter a 'trigger zone' (usually a 20-meter radius around a landmark), the audio fades in automatically. You don't need to press play or look at your screen.
Can I pause or replay a story?
Absolutely. You are in control. You can pause to grab a coffee, replay a segment you missed, or scrub through the audio timeline manually.
Are the tours wheelchair accessible?
Most of our tours follow paved public streets, but some historic centers have cobblestones. Check the 'Accessibility' tag on each tour preview card for specific details about terrain and stairs.
How long do the tours take?
Most tours are designed to be 45 to 90 minutes long, assuming a leisurely walking pace. You can take as long as you want, though—there is no time limit once you start.
Troubleshooting
The audio isn't playing automatically.
This is usually a permissions issue. Go to your phone settings and ensure 'Location Services' for HearAround are set to 'Always Allow' or 'While Using App'. The app needs to see you to play the audio!
Does it drain my battery?
Using GPS continuously does consume power. We've optimized our engine to be efficient, but we recommend starting a tour with at least 60% battery or carrying a small power bank.
I changed phones. Can I restore my purchases?
Yes. Just log in with the same email address or Apple/Google ID you used to purchase the tours, and tap 'Restore Purchases' in the settings menu.
Write to us
We usually reply within two working days, in English, French or Spanish.