HiddenCity | Everything you need to know about HiddenCity - FAQs

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Here are the most common questions you have asked us. Contact us if you have any other questions.

  1. What kind of things will I do in the games?

    You’ll decipher clues, uncover hidden locations, communicate with characters, solve physical puzzles, interact with people you meet, and make choices that affect your path in the story… Watch this video to find out more.

  2. When can I play HiddenCity?

    The games run seven days a week, at times stated in Explore the games.

  3. When do I choose my time slot?

    You can either choose a timeslot at the time of booking, or later when you are setting up your teams. You can change your date and time slot at any time before you play.

  4. When do I set up my teams?

    You'll set up your teams after you have booked. You can do this straight after booking, or at a later point.

  5. How do I set up my teams?

    Sign in to your game, and assign players into teams of 2-6 players. Choose a team captain and team name for each team. Provide an email address and mobile number for each team captain.

  6. How do I start my game?

    Once you have set up your teams, team captains will receive a confirmation email and text message from HiddenCity, which includes your start location. On the day, when you are at the start location and ready to play, the captain of team 1 starts the game by replying 'begin' to the text message from HiddenCity.

  7. Who will receive messages?

    All players can be set up to receive messages. Once you have set up your teams, each team captain will get a text message from HiddenCity. Captains can reply with a teammate’s mobile number e.g. “07900 123 123”. Teammates will then be asked to provide their details, via text. Once that's done they’ll also be sent clues, and can reply on behalf of your team. Add further teammates in separate messages.

    You can also add teammates in the same way at any point during the game.

  8. How much do messages cost?

    Text messages that you send are charged at your standard network rate, or may be free with your phone package. There is no charge to receive messages.

    WhatsApp messages that you send and receive are done so via cellular connection or wifi, so as long as you haven’t exceeded your mobile data allowance, or you’re connected to a free Wi-Fi network, your mobile provider won’t charge you for these. If your phone is roaming, data charges might apply.

  9. How do the games work with multiple players?

    With two or more players you'll set up teams of up to 6 players. If you have multiple teams you'll play competitively head-to-head, in a race to the finish.

  10. Can I add more players or teams?

    Yes – sign in to your game using the Game ID and password emailed to the lead organiser, and you'll see an option to add players.

  11. Can I change my team details?

    Yes – you can change your team captains and mobile numbers any time before you begin, by signing in to your game.

  12. Can I change the date and time of my game?

    Yes – you can change the date or time of your game by signing in to your game and clicking on "update" next to the date or time window.

  13. Can I get a refund?

    Yes – the games are fully flexible, so you can get a refund if you don't play.

  14. If we play with multiple teams, will we follow each other?

    Generally not – teams usually separate as they solve clues at different speeds.

  15. I’d like to book for three or more teams. Anything I should know?

    If you're running an event for three or more teams, or it's just really important to you that you understand how everything works, then here are some top tips to get the best out of your game:

    • Prepare: check out the How it works page.
    • Put yourself down as the captain of Team 1. Only the Team 1 captain can begin the game, so you’ll be in control.
    • If you’re concerned about your teams overlapping, then you can stagger them. For groups with 6 or more teams we would strongly recommend doing this. After the Team 1 captain commences the game (by sending 'begin'), the first message each team receives allows them to go when ready (by sending 'go'). We recommend that you allow a few minutes between each team. The timer for each team starts when that team sends 'go'.
  16. Is my game timed?

    Yes, your game is timed. You will receive a message at the end of the game with your overall time, as well as your average time per clue. You can then see where you fit in on the Leaderboards.

  17. I want to be on the leaderboard. Are there any rules?

    The guidelines for fair play are as follows:

    • Using any form of map is fine
    • Using any form of research is fine
    • No conferring with other teams
    • Play nice
    • No deliberately obstructing other teams
    • If you play the same game twice, your first time is the time that counts

    Good luck!

  18. What if it rains?

    The games can be enjoyed even if it's raining. Half of your game will be outdoors, so do wear suitable clothes, and comfortable shoes. The rest of the time you'll be solving puzzles inside, with the chance to grab refreshments.

    Book with confidence
    If there's weather you don't want to be outdoors in, you can easily reschedule for another day - sign in and change your date for free. Or you can always get a full refund, at any time, if you choose not to play.

  19. Where do the games end?

    The final location is secret... If you want to organise something after your game then contact us and we'll make sure you have the info you need.

  20. Why do I have to play at a specific time of day?

    The games involve locations with specific opening and closing times. The start time windows listed on the games ensure players can access these locations within the time it takes to complete the game. Each game is designed with built-in breaks. If you want to play at a leisurely pace, or think you may go beyond the allocated break timing, then begin your game at least an hour before the latest start time to ensure that locations will be open.

  21. Can I play if have a phone number from a country outside the UK?

    Yes, if you have a US or Canadian phone number. If you have a phone number from another country you can acquire a Pay-As-You-Go SIM card with SMS and data options before starting the game. These SIM cards are often free with a minimum top-up amount, and some UK mobile phone shops may even provide you with a complimentary 'burner' phone.

    Lycamobile is the only exception and will not work with the games.

  22. How quickly will replies to my messages arrive?

    You will receive most replies within a few seconds. If you are in an area with poor mobile phone reception, you can resend your answer or try adding another teammate's mobile number.

  23. Can I play if I don’t know the city?

    Yes – none of the games require local knowledge.

  24. Can I play if English is not my first language?

    The games are written with native English speakers in mind, and use British idioms, slang and cultural references. Examples of slang include: tipple (alcoholic drink), wee (small) and pissing it down (raining).

    You can always request help if you come across language you find particularly tricky – for example, text STUCK for help working out the answer or text LOST for directions to the next location in plain English.

  25. Can children play?

    They sure can - children are welcome on the games. Children aged 10+ take part as a player in the game, receiving clues, sending answers and solving puzzles. Children under 10 can accompany ticketed adults for free.

    The games involve licensed premises such as pubs and cafes. Children are welcome in these locations when accompanied by adults - if a team has under-18s in it, make sure there's an adult with them.

  26. Are the games suitable for wheelchair users or buggies?

    The games currently require the use of steps to access the answers to some locations and clues and so are not wheelchair friendly.

    As for buggies – sorry, tiny ones out there! The games are not suitable for buggies. Leave your little one with a friend, and instead embrace your own inner child...

  27. Do all your games involve pubs?

    Yes – all of the games involve heading into pubs to obtain clues, and most break and end locations are pubs, serving alcoholic and soft drinks. If you want to minimise the time spent in pubs, then skip the breaks, take your breaks in a nearby cafe and/or leave the end location once you've solved the final clue.

  28. Are you paid by the bars and pubs en route?

    No – we select venues on the basis of their contribution to the overall experience.

  29. How do I use my voucher code?

    In the checkout console, before selecting your payment method, tick the box to 'Redeem a gift voucher'. Then enter your code (including hyphens) and hit 'Validate'. Your voucher will be applied instantly, showing an updated total cost.

  30. Why is my voucher code not valid on 007: Shadow Of Spectre?

    Older gift vouchers, which were purchased at £25 per player, are not valid on 007: Shadow of Spectre… but not to worry, if you would like to convert your voucher to a monetary value to redeem on 007: Shadow of Spectre, please contact us and we will help you out.

  31. How can I hear about new games as soon as they are released?

    Join the mailing list. Follow us on Facebook, Instagram or X (formerly Twitter).

  32. Where can I find information about Klarna payments?

    Visit Klarna’s Customer Service page for a full list of FAQs, live chat and telephone options.

    Klarna's Pay in 3 / Pay in 30 days are unregulated credit agreements. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit. 18+, UK residents only. Subject to status. Ts&Cs and late fees apply.