Support
How to get help with SideQuest: a stop that is closed or wrong, purchases and restores, partner codes, Sign in with Apple, deleting your account, and how to reach us.
A stop is closed, or wrong
It happens. Venues change hours, close for a private event, or move. When you reach a stop that is closed or not as described: • Tap Skip on the stop card. The App moves you to the next stop, or offers the backup stop for that adventure where one exists. • If you would rather wait or improvise, you can. The adventure resumes from the same stop when you come back to the App. • Tell us afterwards using the venue error template below, so the next couple does not walk into the same closed door. Skipping a stop does not use up a purchase and does not affect your memories.
If you feel unsafe
Leave. You do not need to finish an adventure, and the App will not penalise you for stopping. If you are in danger, call 911. SideQuest is not an emergency service and cannot call anyone on your behalf. Tell us afterwards at info@blacklayers.ca if a stop was the problem, and we will review it.
Purchases and Restore Purchases
Your first adventure is free. Single adventures are CA$6.99 and the Calgary City Pass is CA$24.99, both one-time purchases through Apple. Prices in other countries are set by Apple. If you bought something and it is not unlocked: • Open Settings in the App and tap Restore Purchases. Make sure you are signed in to the same Apple ID that made the purchase (iOS Settings, your name at the top). • Check that the purchase went through: iOS Settings › your name › Media & Purchases › View Account › Purchase History. • If Apple shows the purchase and Restore still does not unlock it, email us with the date of purchase and the product name. Do not send us your receipt number in full; the last four characters are enough. Refunds are handled by Apple, not by us: reportaproblem.apple.com. We cannot see your card and cannot process a refund.
Partner code not working
A partner code is eight characters, works once, and expires 24 hours after the host creates it. If it is refused: • Check the clock. If the host created the code more than 24 hours ago, ask them to make a new one. • Check whether it has already been used. A code works for one partner, once. If it was entered on the wrong phone first, the host needs to create a new one. • Check the letters. The letter I and the number 1, and the letter O and the number 0, are easy to confuse when read aloud or copied by hand. The App accepts either case. • Both phones need an internet connection at the moment the code is entered. The host can end a partner link at any time from the adventure screen and create a fresh code.
Sign in with Apple problems
You do not need an account to use SideQuest. Sign in only if you want your memories to sync between devices. If sign-in fails: • Make sure you are signed in to iCloud on the phone (iOS Settings › your name) and that two-factor authentication is on; Apple requires it for Sign in with Apple. • If you previously chose "Stop using Apple ID" for SideQuest in iOS Settings › your name › Sign in with Apple, the App will treat you as a new user next time. Your synced memories are still there once you sign in again with the same Apple ID. • If you used "Hide My Email", we only ever see the relay address. That is expected. We cannot reset an Apple ID or sign you in from our side.
Delete your account
In the App: Settings › Account › Delete. Confirm, and it is done; no email to us is needed. Within 30 days we remove your synced sessions, memories, photos, purchase records and sign-in record from our servers. Anything stored only on your phone in guest mode is removed when you delete the App. Deleting your account does not refund a purchase. If you later sign in again with the same Apple ID, Restore Purchases will unlock what you bought.
Report a venue error
Email info@blacklayers.ca with the subject "SideQuest venue error" and, in the body: Adventure: (the name shown in the App) Stop: (1, 2 or 3, and the venue name) What was wrong: (closed, moved, different price, not accessible, other) Date and time you were there: Anything else that would help the next couple: We check every report and update the adventure or swap the stop.
Contact
Email: info@blacklayers.ca. Put "SideQuest" in the subject line so it reaches the right person. Phone: +1 (587) 429-6200, Monday to Friday, 9am to 6pm Mountain Time. We answer within two business days. Requests about your personal information are answered within 30 days, as Canadian privacy law requires; in practice it is days, not weeks. BLACK LAYERS CORP. 5 Mitchell Rd NW, Calgary, AB T3R 2G3, Canada
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