Technical assistance

You will receive two order confirmations by email for each order within a few minutes:

1. Firstly, you will receive an order confirmation from us, info@hint-caching.de, with the subject "Welcome to the scavenger hunt ... - please read carefully". If you have also booked our online escape room or a scavenger hunt in another city, you will also receive a separate email with a different website link for each of these games.
2. On the other hand, you will receive an order confirmation from our payment provider Digistore24, support@digistore24.com, with the subject: "Digistore24 - Order successful / access".

Both emails and are created and sent automatically. Fortunately, in all these years we have never had these systems not work. 

If one of our customers has not received the emails, it has always been for one of the following reasons:

1. The emails have ended up in the spam folder.
2. The email address was entered incorrectly when ordering. This happens surprisingly often. For example, an order is placed for the wrong domain extension (...@gnx.de instead of ...@gmx.de) or there is a typing error in the name.
3. The customer's email inbox is full.

If the email with the access data has not arrived:

If you do not receive an email and your spam folder is empty, please do not call us, but send us a message to info@hint-caching.de stating your name from the booking, the desired city and the correct email address. We will try to send you the access data to the correct email address as soon as possible.

If you do not hear from us within 15 minutes, please book again using the correct email address. We will then refund the first booking within 1-3 working days after deducting an expense allowance of €1.19 (this expense allowance is charged to us by our payment provider Digistore24 for the refund). The expense allowance will of course only be charged if the error is not our fault or that of our payment provider, but if you made the mistake when placing your order.

There is an option to download an invoice retrospectively:

You will receive an order confirmation from our payment provider Digistore24, support@digistore24.com, with the subject: "Digistore24 - Order successful / access". A little further down in the email there is a link where you can download the invoice. It looks something like this:

If you are worried that something is not working, you can log in first to see if your login details work. You should then see the first page of the booked game.

Please note that each of our games in the different cities as well as our Online Escape Room has its own first web page and therefore you always have to click on the link from the respective order confirmation to get to the corresponding game.

If you want to start the game, click on the link from your order confirmation email again and you will be taken back to the first game page.

You will find your login details in the order confirmation from us (info@hint-caching.de). Click on the link in the email and enter your user name (= your email address) and your password from the login data.

You are logged in when you see the first page of the respective game, e.g. as here for the Augsburg city game:

If the login does not work for all groups, please first check the points described under "My login does not work!" (directly above this entry).

If there are still problems, then the very rare error may have occurred that the increased login attempts have been classified as "suspicious" by our system. In this case, please spontaneously book a new account on our homepage with a separate email address for each individual group where the login does not work and log in via the new accounts. Please write us an email in which you list the additional accesses you have booked. We will of course refund you free of charge and sincerely apologize!

You are logged in, but it looks like this:

As you are logged in, you only need the link to enter the game. You will find this in the order confirmation that we sent you from info@hint-caching.de. Please click on it when you are logged in and you will see the first page of the game, e.g.

You were curious and logged in beforehand? No problem, as long as you haven't started the game! The counter that the game or games have been started only begins with the real game.

No problem. Next to the QR code in the text is a link to the city map. This opens the city map in a separate tab. You can also send this to your teammate so that you can open it on a second device.

If you want to take a break during the game or continue playing on another day, there are various options:

1. Simply leave the tab open. However, we only recommend this for short interruptions.
2. If the tab is no longer open, you can always return to the game page via the following route in an emergency:
   1. Log in from the beginning.
   2. Play through the puzzles until you reach the point where you left off. If you can't remember the solutions, just go to the 3rd help, which will always tell you the exact solution.
3. If you want to be on the safe side, save the exact website URL in just a few steps:

and then

You are not normally logged out automatically during the game.

One reason for this may be that you are playing with a second device without your own SIM card and the hotspot connection repeatedly logs you in in the background, which the system finds suspicious at some point and automatically logs you out.

The internet connection may also not be stable. This can also mean that you keep logging in in the background, which the system finds suspicious at some point and logs you out automatically.

In this case, simply open the next game page in a separate tab after each puzzle. If you are then logged out, simply log in again in a new tab and then refresh the tab with the game. You should then be back at the task.

If the tab can no longer be opened, you can always return to the game page using the following method:

1. Log in from the beginning.
2. Play through the puzzles until you reach the point where you left off. If you can't remember the solutions, just go to the 3rd help, which will always tell you the exact solution.

Normally everything should work properly. If this is not the case, simply use a different browser or clear the cache of the browser you are using.

To get help or the solution, you have to click on the respective picture. The hint or solution will then open.

So just click on the first picture for a small hint. To get specific help, but not yet the solution, click on the image of the second help. To get the solution, click on the picture of the third help.

Unfortunately, this can always happen. If you really can't recognize anything at all at the puzzle station, then you have no choice but to look at the third help with the solution and enter the correct solution in the solution field.

This is how the help works: