Heritage Explorer Support
Need help with Heritage Explorer?
We're here to help with questions about using the app, accessing features, location permissions, audio, Waypoints and other Heritage Explorer functionality.
Contact Waypoint Heritage
Email us and we'll get back to you. Support is provided directly by Waypoint Heritage — no account is required to reach us.
When contacting us, please include:
- the device you're using
- your iOS or Android version, if known
- a short description of the problem
- the location or Waypoint involved, if relevant
- a screenshot if it helps explain the issue
Common Questions
Troubleshooting & answers
How do I find places near me?
When you allow location access, Heritage Explorer can show heritage places near your current location. You can also browse collections and places from the Explore view without using your location.
Do I have to allow location access?
No. Location access is optional. You can still browse and explore places without it; allowing location simply lets the app show what's nearby.
Why isn't my location showing correctly?
A few things to try:
- Check that Location Services are enabled on your device.
- Confirm Heritage Explorer has location permission in your device settings.
- Close and reopen the app.
- Make sure your device has an internet connection.
Why isn't audio playing?
If an audio story won't play:
- Check your device volume and that silent mode is off.
- If using headphones or Bluetooth, check the connection.
- Audio is streamed, so confirm you have an internet connection.
- Try playing it again.
Does every location have an audio guide?
No. Content varies by Waypoint — some locations include audio stories, while others focus on photography, text and other detail.
How do I search for a place?
Open the Explore view to browse collections, places and adventure routes. You can also use the map to see what's nearby.
How does the Passport / Journal work?
Your Passport keeps a personal record of the places you visit — your progress, saved places and badges. This record is stored on your device.
How do Journeys work?
A Journey is a themed route that connects several related Waypoints into one experience, with a map and a stop-by-stop itinerary.
I found incorrect historical information. What should I do?
We take historical accuracy seriously. If you believe information associated with a Waypoint is incorrect or incomplete, please contact us with the location and details so it can be reviewed.
The app isn't working correctly.
- Make sure Heritage Explorer is updated to the latest version.
- Close and reopen the app.
- Restart your device.
- Check your network connection.
- If the problem continues, contact support.
Privacy & Your Data
Your exploration data stays on your device.
Heritage Explorer is designed to keep your personal exploration data local to your device. For full details on what information is collected, how permissions are used and how your data is handled, read the Heritage Explorer Privacy Policy.
About
Heritage Explorer is developed and supported by Waypoint Heritage — a Canadian company building digital experiences and systems for museums, heritage organizations and cultural communities.