Frequently asked questions
- What time does the game start and finish?
- How long does a game typically take to complete?
- How much walking is involved?
- Are there any live actors or real-life installations involved?
- Is this game only in English?
- How much data does the app use?
- Can I exchange my ticket for a different event?
- What is the start location for my game?
- I haven't received my pre-game instructions?
- What is the prize if my team win?
- I have not received my order confirmation or pre-game briefing.
- I've forgotten my event date!
- I have one ticket, can I have more than 6 in my team?
- I only have one code but have paid for multiple tickets, is that correct?
- What happens if there is bad weather on the day of my event, will it be postponed?
- Are tickets refundable?
- Can I give my ticket to someone else?
- Can I exchange my ticket for a different game?
- Can we swap team leaders during the game?
- Can we pause the game?
- I am the team leader. How do my other team members join the game?
- We seem to be having GPS issues, can you help?
- My voucher code doesn't seem to be working, can you help me sign in?
- Where do I post pictures of my team and enter the prize categories?
- Can I post my experience online?
- Can I play more than 1 game of the same theme?
What is CluedUpp?
CluedUpp creates immersive outdoor experiences in over 80 countries worldwide.
For one day only, join hundreds of other teams cracking clues, completing challenges and solving mysteries against the clock.
With a range of amazing themes available and over 5 million players worldwide, find your nearest event today...
How many players can I have in my team?
You can have up to 6 adults and unlimited children in your team (we suggest no more than 4 children per team).
Please note that you can only connect 6 devices to the game at any one time.
If you would like to connect more than 6 devices, you'll need to buy an extra ticket.
Is the event appropriate for children?
Whilst our games are suitable for most children, we advise parental discretion when bringing children to our events.
Children can attend and play for free, but our games are not designed to be played solely by children.
Whilst there is no gruesome or gory content, there may be descriptions of violence and themes which are unsuitable for younger children.
Where can I find upcoming events?
You can search for your nearest event at the following link: cluedupp.com/pages/events-schedule
Is this game accessible?
Whilst we try to ensure all of our locations in the game are fully accessible, the game occurs on real city streets with teams determining their own routes to reach the locations. As such, we cannot guarantee your route will be accessible.
Is this game suitable for someone who is pregnant?
Whilst there is no significant strenuous activity in our games, you can expect to spend a couple of hours standing and walking.
Please take this into consideration when deciding whether to attend an event.
Are CluedUpp Games covid-19 safe?
The safety of our event goers is at the forefront of our plans, and we have taken the following measures to ensure COVID-19 safety across our events.
Our events take place entirely outdoors in the open air, and all characters are virtual, meaning the only people you come into contact with are your teammates.
The number of tickets available for each event is limited, reducing the number of people at any one event.
Teams will have different starting locations so as to avoid congestion.
The game is completely self guided, so you can avoid other teams by taking an individual route - and we have extended the playing time window so teams will be participating at different times during the day.
If you are experiencing Coronavirus symptoms, please do not attempt to play - we will happily exchange your ticket for a game at a later date.
Can I bring my dog to an event?
Dogs are more than welcome at our events as the whole game takes place outside. Please check your local regulations for dog restrictions in your area.
What time does the game start and finish?
You can start playing any time from 9am. It is up to you when you start. You can expect the mystery to take 2-3 hours to solve.
Whilst there isn't a specific end time for the game, you will have to be finished by 5pm in order to be considered for any of the prize categories.
You do not need to book a start time, simply start the app and play at your own convenience.
How long does a game typically take to complete?
On average, it takes 2-3 hours to fully complete the game, although this can vary depending on how leisurely or competitively you play, and whether you choose to have breaks.
How much walking is involved?
This can vary greatly depending on the route your team chooses to take, but on average most teams will cover around 3k to 5k (2 to 3 miles) on the day.
Are there any live actors or real-life installations involved?
No, all characters and visual representations within our games are 100% virtual and the game is played entirely via our award-winning app.
Is this game only in English?
Yes, the game content is currently in English only.
How much data does the app use?
Downloading our app requires around 100mb, but individual data usage on game-day will vary based on a number of factors.
Can I exchange my ticket for a different event?
Yes, you can exchange your ticket for a different event.
If you can't make your original event, or just want to swap to a different one, simply let us know which event you'd like to change to and we'll take care of the rest.
What is the start location for my game?
The secret start location for your game will be revealed along with all other instructions in your pre-game briefing.
Please expect this email two weeks before your event, and remember to check your spam or promotional folders.
If you have not received your briefing, please let us know and we can send you another version.
I haven't received my pre-game instructions?
Instructions are sent out by email in your pre-game briefing, two weeks before the event.
Please check your spam and promotional folders for this email.
If you haven't received your instructions, please let us know your order number and the email address you used to make your booking and we will re-send your instructions.
What is the prize if my team win?
If you win any of our prize categories, you will receive a FREE gift voucher to any other CluedUpp event of your choice.
I have not received my order confirmation or pre-game briefing.
Please check through your spam and promotional folders in the first instance - try searching for "CluedUpp" in your email box.
If you still cannot find our email, please contact us at firstname.lastname@example.org with your full name and the email address that you placed the order with so that we can resend it for you.
I've forgotten my event date!
If you are unsure of the date of the event, please check via our online events schedule.
Simply follow the link below, search for your location, and select your event. The date will be displayed for you on the event page.
I have one ticket, can I have more than 6 in my team?
One ticket admits a team of up to 6 players. You may only connect up to 6 devices in each game.
If you would like play with more than 6 people, you will need to buy another ticket.
You can search for your event at the link below to book your further ticket.
I only have one code but have paid for multiple tickets, is that correct?
Yes, if you purchased more than one team ticket for the same game, then we've programmed your voucher code to work for all of your teams.
Please simply forward the pre-game information email to the other team leader(s) and they will be good to go.
What happens if there is bad weather on the day of my event, will it be postponed?
Generally, our games go ahead as planned in most weather unless we have contacted you to state otherwise.
However, if you would like to postpone your participation, our Ticket Exchange Guarantee means you are able to exchange your ticket for any future game instead. Please email us at email@example.com for further assistance.
Are tickets refundable?
CluedUpp tickets are sold as strictly non-refundable and refunds are not offered under any circumstances. Please find our full refund policy at cluedupp.com/pages/refunds.
However, our Ticket Exchange Guarantee means all tickets are fully exchangeable and it’s absolutely no problem to exchange your ticket for a different CluedUpp event. Please contact us at firstname.lastname@example.org if you would like to exchange your ticket.
Can I give my ticket to someone else?
Yes, absolutely. If you are unable to make the event for any reason, you can give your ticket to someone else.
You will be sent a set of pre-game instructions two weeks before the game. Simple forward these instructions to the new player and they will be all set to participate in the game.
Can I exchange my ticket for a different game?
Yes, our Ticket Exchange Guarantee means it's absolutely no problem to exchange your ticket for a different event.
Please check out the event schedule at the link below and let us know which event (city & date) you would like to be swapped onto.
If you see nothing immediately suitable, we will be adding a lot more dates and new events in due course.
Can we swap team leaders during the game?
Yes, absolutely. You can do this from the navigation menu whilst you're playing the game.
Can we pause the game?
Yes. You can pause the game at any time from the navigation menu within the app.
Please just be sure to re-start your game from the same location to avoid a time penalty.
I am the team leader. How do my other team members join the game?
Team members join the game by scanning the QR code given to them by the team leader.
All team members will have to create an account and select 'Supporter' before scanning the QR code presented to them by their team leader.
We seem to be having GPS issues, can you help?
GPS can be affected by a number of things. We use the highest possible grade GPS technology available, however GPS can be affected by the accuracy of the chip within your device and other environmental factors out of our control.
If your GPS issue persists, you are still able to unlock the location points but may incur a small time penalty.
My voucher code doesn't seem to be working, can you help me sign in?
This is normally due to the code having been copied incorrectly. Please check that you have copied and pasted the code from our pre-game briefing email correctly. This will help to avoid any potential errors with the code.
Please may particular attention to any special characters such as hyphens or other punctuation marks that may be contained within your code.
If your issue persists please email us at email@example.com for further help.
Where do I post pictures of my team and enter the prize categories?
Please post all pictures of your team onto the designated Facebook Events Page for your event. You can find details of the event page within you pre-game instructions email.
Can I post my experience online?
Yes, absolutely, we love seeing your photos and videos on social media. Please refrain from revealing the end answer or any of the answers to the riddles, as this will result in disqualification from the competition element and it will spoil the experience for others who may participate in the future.
Can I play more than 1 game of the same theme?
Whilst you can play more than 1 game in the same theme (e.g. CSI Manchester and CSI Birmingham), please be aware that the overall story and solution to the games will be the same. We regularly release new and exciting themes, and we recommend waiting for a new theme to play rather than playing the same theme twice.
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