Camena Support
Need a hand with Camena?
Email: support@camena.tours
When you write in, it helps to include your device model, OS version, and the tour you were on.
Common questions
The audio isn't playing during a tour
- If you want narration to continue while your phone is locked or Camena is in the background, allow background location (
Alwayson iPhone orAllow all the timeon Android).While Usingis enough only while Camena stays open on screen. - If you expect to lose your connection, check that the tour is downloaded before you start.
- You can always tap any stop marker on the map to play its audio manually.
A stop didn't trigger
GPS can drift by a few metres. If a stop doesn't fire automatically as you arrive, tap its marker on the map to play it. Triggering is most reliable outdoors with a clear view of the sky.
Downloading tours for offline use
Open a tour and use Download before you head out. Manage downloads and free up space under Profile → Downloaded Tours. Downloaded audio, the route, and stop details need no signal; live street-map imagery may still require a connection.
Choosing a narration language
When a tour offers more than one narration language, choose one on the tour page before you start.
Battery use
Continuous GPS uses battery. For longer tours, start with a good charge or bring a power bank. The app stops location tracking when a tour ends.
What audio setup should I use?
- Walking: Use your phone speaker where practical. If you use headphones, keep the volume low, turn off noise cancelling and any adaptive mode, and choose an open-ear or single-ear setup. Your audio should never prevent you from hearing traffic or warning sounds.
- Biking: Speaker audio is preferred. If local rules permit headphones, keep the volume low, turn off noise cancelling and any adaptive mode, and use an open-ear (including bone-conduction) or single-ear setup. Your audio should never prevent you from hearing traffic or warning sounds.
- Driving: Play narration through your vehicle speakers. Set up Bluetooth or a cable before driving, and do not wear headphones while driving.
Your account and data
Delete your account
In the app: Profile → Account → Delete Account. When the app confirms completion, your Camena account, Camena purchase records, and tour progress have been removed. It cannot be undone.
No longer have the app? See Delete Your Account for how to request deletion by email instead.
Export your data
Use Profile → Account → Export My Data to create a JSON export containing your profile, purchases, progress, reviews, notification and audio settings, device records, analytics events linked to your account, and legal-policy acceptance history.
Privacy
Precise GPS coordinates used to trigger audio are processed on your device: they are never stored on our servers, sold, or used for advertising. Map services still receive your IP address and the map areas displayed, as described in the Privacy Policy.
I have a code from a partner
Partner codes are redeemed by Apple or Google Play, not in Camena. Do not enter a code in the app.
Redeem your code
- Apple: Open the store URL from your partner, or open your App Store profile and choose Redeem Gift Card or Code.
- Google Play: Open the store URL from your partner, or open your Play Store profile, then choose Payments & subscriptions → Redeem code.
- A code is tied to the store, platform, account, expiry date, and eligibility set by the offer. Use the same Apple or Google account that redeemed it.
Get your tour in Camena
- Install or open Camena and sign in, or create a Camena account.
- While online, go to Profile or My Tours and choose Restore Purchases.
- Select and download your unlocked tour.
Wrong store account, an already-used or expired code, or a code that cannot be redeemed? Contact support before buying again. If you already own the tour, Restore Purchases restores it but does not add another tour. Never send your code or password to support. Store purchases do not promise restoration across platforms.
Refunds
Purchases are handled by the App Store and Google Play. Refund requests follow each store's policy:
- Apple: reportaproblem.apple.com
- Google Play: Google Play refund help
For a technical problem that stopped a tour from working, email support@camena.tours within 60 days of purchase (or 7 days of your first use of the tour, whichever is later) and we'll help.