Support
How can we help?
Here are the answers to the most frequent questions about ArcoTour. If they are not enough, write to us.
Draft under review. This page will be completed with the publisher’s details and, for the legal parts, checked by a lawyer before launch.
Write to us
For support, reports and suggestions write to supporto.arcotour@gmail.com.
To help us understand, tell us your iPhone model, your iOS version and your ArcoTour version (you can find it in Profile).
Getting started
How do I start a tour?
Open the app, choose Rome and a route, then press “Start the tour” and walk. When you reach a stop the story starts by itself.
If GPS is not enough (in tunnels or on the metro, for example), tap the stop number to start the story by hand.
Which devices does it work on?
ArcoTour is designed for iPhone, with iOS 15 or later. Version 1.0 has no dedicated iPad version.
How do I change the language?
The app starts in Italian if your phone is in Italian, otherwise in English. To change it, use the IT/EN selector at the top right: it applies to the interface, the texts and the audio stories.
Location and stories
The stories do not start by themselves when I reach a stop.
Check in iOS Settings → Privacy & Security → Location Services → ArcoTour that access is “While Using the App” or “Always” and that “Precise Location” is on. Then open the tour and press “Start the tour”: the app must be running (it can be with the screen off or in the background).
GPS works badly inside tunnels or on the metro. If the arrival is not recognised, you can always tap the stop number to start the story by hand.
Does it work with the screen off or the phone in my pocket?
Yes. During a tour the app uses location and audio even with the screen locked or in the background, so the story starts even when your phone is in your pocket. While location is in use, iOS shows an indicator.
Why does ArcoTour use my location? Does it go to anyone?
It uses it to start the story when you reach a stop, to show you the public transport stops nearby and to guide you on foot to a stop.
It stays on your phone: it is not saved, it does not reach us and it is not shared with anyone. You can withdraw the permission at any time in iOS Settings. Details in the privacy policy.
Maps and public transport
Do I need internet?
The audio stories, the texts and the photos are inside the app and work without a network. The maps are downloaded from OpenStreetMap: without internet you see the ones already seen, and a new area stays empty (the markers and the controls still work). Buying a pass needs internet.
The map is empty or in pieces.
With a weak connection parts of the map may be missing: the app tells you and tries again by itself a few times. Check your connection and reopen the screen. The markers and the controls work anyway.
What do the Transport tab and “Take me there” do?
The Transport tab shows the public transport stops and lines nearby. “Take me there” guides you on foot to the stop you chose.
Rome passes and purchases
How do the Rome passes work?
They are three temporary passes: Rome 24 hours (€2.99), Rome 72 hours (€4.99) and Rome Complete (10 days, that is 240 hours, €7.99). One-time payment, no automatic renewal.
The time counts from the moment you buy. When the time is up, access to the stories simply ends. The prices shown are for Italy: the final price is the one the App Store shows, in your currency.
What does a pass unlock, and what stays free?
A pass unlocks the tour stories (“Start the tour”), “Your tour” and the arrival stories. The three passes unlock the same content: only the duration changes. A Rome pass does not unlock other cities.
The introduction to Rome, the tour sheets (stops, photos and description), the Transport tab and “Take me there” always stay free.
How long does a pass last? What happens when it expires?
From the moment you buy, for the exact number of hours: 24, 72 or 240 (10 days). The Rome Complete pass lasts 10 days from purchase: it is not permanent or unlimited.
Durations do not add up: with several valid passes, the one that expires last applies. For example, 24 hours bought at noon and another 24 hours bought 12 hours later end 36 hours after the first purchase, not 48. After a pass expires you can buy a new one whenever you like.
Is it a subscription? Do I have to cancel anything?
No. The passes are not subscriptions and do not renew by themselves: there is nothing to cancel.
I bought a pass but I cannot see it. How do I restore purchases?
Open Profile and look at the pass card: it says “Active pass” and until when it is valid. If it is not there, press “Details” and then “Restore purchases” (you need internet and the same Apple account you paid with).
If that does not solve it, write to us at supporto.arcotour@gmail.com with the date of the purchase.
How do I ask for a refund?
Refunds are decided by Apple: go to reportaproblem.apple.com. A purchase refunded by Apple no longer gives access to the paid content.
Privacy and data
Do I have to create an account?
No. ArcoTour has no accounts and no ads.
Where can I find the privacy policy?
Inside the app, in Profile → “Privacy policy”, and here: privacy policy.
Who do the photos and the maps belong to?
The photos come from Wikimedia Commons, with the authors’ credits and licences; the maps are from OpenStreetMap. Credits are in the app (Profile → “Licenses and credits”) and at the bottom of the site’s home page.
Content
I found a mistake in a story or a photo.
Write to us at supporto.arcotour@gmail.com with the route, the stop and what is wrong. The voices are synthetic, generated with artificial intelligence, and the texts start from facts with a stated source: every report helps us correct.
Does the app give museum hours and tickets?
No: they change often. Always check the official websites of the places you visit.