Support
Help with Walk and Hear: accounts, tours, narration and billing.
Contact us
- Email: support@toplevelcode.com. We respond within 48 hours.
- Mail: Top Level Code LLC, 14 3rd St, Waterford, NY 12188.
Please include the email you sign in with, the tour name, and your device and app version if something isn't working.
Common questions
How do I sign in?
With your Google account. If you were invited to a tour, use the Google account for the email address the invitation was sent to.
Why can't I see a tour?
Tours are private to the people their owner invites. Ask the tour's owner to invite your sign-in email.
Why does the narration sound like that?
Narration is generated by AI from the tour maker's script. Tour makers can edit the script and regenerate it, or record their own voice.
Why didn't a stop play when I arrived?
Automatic playback needs location permission set to "precise" and a good GPS signal; tall buildings and trees can delay it. Check that location is allowed for Walk and Hear (or your browser) and keep the app open during the tour. You can always tap a stop to play it.
How do I change or cancel my plan?
Owners can use "Manage billing" from the Plan tab, which opens Stripe's secure customer portal. See the Terms for renewal and refunds.
How do I delete my account?
See Delete your account and data.
Privacy
See our Privacy Policy.
Report content or a safety problem
To report a tour that is inaccurate, infringes your rights, or sends people somewhere unsafe or private, email support@toplevelcode.com with the tour name and what's wrong. Copyright notices: include the work, where it appears, and your contact details.