Help and support

Help and support for SantaTrail

Help with walking a trail, the app, or setting up a trail of your own. If your question is not answered here, get in touch: tell us the trail you are on and the phone you are using, and we will get back to you as soon as we can.

Email: [email protected]
Phone: 01326 536077 (from outside the UK, +44 1326 536077)

1. I did not get my sign-in code

Have a look in your junk folder. Each code works once, for 15 minutes, so if it has run out just ask for a new one. Check the email address is spelt right, too.

2. Why can I not start the trail?

Start works once you are within a mile of the trail. Further away, the app shows you the trail on the map and gives you directions to it instead.

3. Does it work with no signal?

Yes. The app keeps a copy on your phone of each trail you open: the map, the stops and their photos. Open the trail once before you set off, while you have a signal, and you can walk it all without one.

4. Why does the app use my location with the phone locked?

So each stop ticks off as you pass it with the phone in your pocket. It only does this once you start a walk, and stops when you finish or leave the trail. Our privacy policy has the detail.

5. Where is my photo?

Every photo waits for the trail's organiser to approve it before it appears in the gallery. Until then only you and the organiser can see it.

6. How do I add my house, or set up a trail?

To add your house, find your trail and tap "Add your lights". To set up a trail for your street, village or town, start one here; every kind of trail is free to set up. Shops and businesses can see how it works for business.

7. How do I delete my account?

In the app, go to Account then Delete account. It deletes your account and everything walked with it, and cannot be undone. Without the app, email [email protected].

8. Can I have a refund?

Walking a trail is free. If an organiser declines a business listing, it is refunded in full automatically. For anything else, email us.