Camena Support

Need a hand with Camena? We're a small team and we read every message.

Email us: support@camena.tours — we aim to reply within 24 hours.

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 as I walk

Make sure location permission is set to "Always" (Settings → Camena → Location). Background location is what lets stories play while your phone is locked.
Check that the tour is downloaded for offline use before you start.
You can always tap any numbered stop 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 → Storage. Offline tours need no signal once downloaded.

Choosing a voice or language

Each tour offers a choice of narration voice and language (English and Canadian French where available). Pick before you start a tour.

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.

Your account and data

Delete your account

In the app: Profile → Delete Account. This permanently removes your account, purchase history, and tour progress within 24 hours. It cannot be undone.

Export your data

You can request a copy of your data from Profile, or by emailing support@camena.tours.

Privacy

Your location is processed on your device to trigger audio — it is never stored on our servers, sold, or used for advertising. See the Privacy Policy for full detail.

Refunds

Purchases are handled by the App Store and Google Play. Refund requests follow each store's policy:

Apple: reportaproblem.apple.com
Google Play: play.google.com/store/account

For a technical problem that stopped a tour from working, email support@camena.tours within 7 days and we'll help.