Help and support
Answers to the most common questions and, if yours is not here, an email address read by a person on our team.
Write to us
A person on our team will answer you as soon as possible. You can write to us in Spanish or English.
info@menumentos.comIf it is about your account, write from the email address you created it with. If it is about a purchase, add the order number or the App Store or Google Play receipt.
menumentos is a service of CLAUDIA TECH, S.L. (ClaudIA Tech), tax ID (NIF) B93811149, registered office at Calle Gumersindo Azcárate, 8, 45200 Illescas (Toledo), Spain.Legal notice
Frequently asked questions
How do I use the app offline?
Download the city pack first: in the app, open the city from “Explore” and, under “Offline pack”, tap “Download”. Ideally on Wi-Fi and before you set off. With the pack on your phone, routes, stories and audio work offline; without a connection the map may show no streets, but the places and the route are still there. To free up space, tap “Delete pack” on the same screen.
Why does it ask for my location “while using the app”?
So that each story plays by itself when you reach its stop. That is the only permission we ask for, never “always”, and your location never leaves your phone. While a route is running, the app keeps guiding you with the screen off: on iPhone you will see the location indicator and on Android a persistent notification. If you do not give permission, tap each stop to listen to it. You can change it in the app under “Settings” → “Permissions” or in your phone settings.
How do I restore my purchases?
In the app, go to “Account” → “My passes” and tap “Restore purchases”, online and with the same App Store or Google Play account you bought with. If you bought without signing in, your purchases stay on that phone: sign in so you do not lose them when you change phones. Codes are redeemed in “My passes”, in the app or in your account on the website.
How do I delete my account?
In the app, under “Account” → “Your data” → “Delete account”; on the website, in “Profile and settings”. If you cannot get into either, write to us. The page on deleting your account has the steps and explains which data is deleted and which is kept.
How do I report content or a mistake?
If a community story seems illegal or offensive to you, or contains someone’s personal data, tap “Report” next to it in the app and tell us why: the team reviews it and tells you what it decides. If you spot a mistake in a story (a date, a name, a pronunciation), tap “Report a mistake” at the end of the place’s page. You can also write to us, with or without an account; if you hold the copyright, tell us which work and which content.
How do I contribute a place?
You need an account with email, Apple or Google and to be 14 or older. In the app, go to “Account” → “Contribute”; on the website, to “Contribute”. Mark the place on the map, tell its story in your own words and, if you like, add links and up to 3 of your own photos. The team reviews every contribution before publishing it, and what is published carries the public name you choose.