Support

A real person reads every message. Say what happened and which walk you were on.

Which walk were you on What happened Your email, if you want a reply Send

Common problems

The audio is not playing as I walk

Firsthand needs location access to know when you have reached the next part of a walk. Open Settings › Firsthand › Location and choose Always, with Precise Location turned on. "While Using" works, but the audio stops when the screen locks.

It stops when the screen goes off

That is the Always setting above. Firsthand is designed to be walked with the phone in your pocket, so it needs background location to keep going.

A walk will not download

Walks download over Wi-Fi or cellular before you set off. If one stalls, leave the walk screen and come back to it. Downloads resume where they stopped.

I am not where the walk thinks I am

Tall buildings degrade GPS. Give it a few seconds in the open. If a walk is consistently wrong in one spot, tell us where. That is the kind of report that fixes it for everybody.

Helping Firsthand improve the app

Every walk is free until enough people have walked it to sharpen its timings and directions, and finished walks are what sharpen them. If you would rather not take part, open Settings in the app and turn off Help improve Firsthand. The app works the same. The privacy policy says what a finished walk contains.

Delete my account and data

Send this with the email address you signed in with, and we will delete your account, your saved walks and any walk data we hold.

Anything we should know The email address you signed in with Send

Reporting something in a walk

If a fact is wrong, tell us. Every walk is fact-checked before it ships, and we would rather fix an error than defend it.