Frequently asked questions
🧭 About Clue & Compass
What is Clue & Compass?
Clue & Compass creates family-friendly, story-driven scavenger hunts in New York City. You’ll get a mystery to solve, clues to follow, and real places to explore—designed for kids and grown-ups to enjoy together.
Each hunts takes about 90 minutes and is self-guided through our companion app (no tour guide). You go at your own pace.
Are the stories “real”? Do kids need to believe to have fun?
All of the storylines behind Clue & Compass quests are fictional, but it's fun to be able to feel that you’ve stumbled into a real secret society or hidden inheritance. Participants don’t need to believe the stories are literally real to enjoy the puzzles and adventure, but we've tried our best to make the quests clever enough that both kids and adults feel like they are truly solving a mystery.
Can I buy a Clue & Compass Quest as a gift?
Absolutely. Clue & Compass hunts make excellent gifts—especially for families who want memorable experiences instead of more "stuff."
Every hunt comes with a downloadable, personalized certificate that’s perfect for printing or emailing alongside a birthday or holiday card. Just look for emailed instructions for how to customize your certificate(s) after purchase.
The recipient can redeem the Quest Code when they’re ready and attach it to their own Clue & Compass team account.
Do I need to buy a quest for every participant?
No! Each hunt is designed for a team to play together. In fact, many of the puzzles and activities are intentionally crafted to spark group brainstorming and collaboration — solving mysteries together is part of the fun.
But for the quest to feel authentic, the story needs to flow to a single physical address (or one email address, as applicable). If the same quest is played in parallel by different teams, it takes away some of the magic: the messages won’t feel unique, the puzzles risk being “spoiled” a few minutes or days ahead, and the sense that your team has been chosen to solve the mystery can get lost.
That’s why each quest is directed to one group at a time. Once you’ve completed it, you’re welcome to recommend it to friends — but they’ll want to start fresh with their own copy of the adventure. To keep the mystery alive, we suggest sharing your enthusiasm, not any details. The fun comes from discovering the story, the challenge, and the locations step by step — and that magic only works if each team gets to experience it for themselves.
How many people can play together?
Quests are designed for a team to share one device and solve the mystery side by side. That means the ideal group size is usually limited to the number of people who can comfortably gather around a phone at once — big enough for collaboration, but small enough that everyone stays engaged.
For most families, that sweet spot is 2–6 players. Larger groups may find that some kids (or adults!) drift to the sidelines, while smaller groups will get the full experience of working together at every location.
Does Clue & Compass offer quests outside of NYC?
NYC is home base. Additional cities and travel-destination hunts are planned—join our list to hear when new cities launch.
🎒 Choosing the Right Quest
What is the difference between Signature and Signature Deluxe Quests?
Signature Deluxe: Includes pre-trip letters, puzzles, and immersive keepsakes delivered to your door. The participating family will select the first mailing date to start the pre-quest story 2–3 weeks before doing the physical hunt—so the adventure starts early! This timeline is part of the fun, but keep it in mind when ordering.
Signature: The same on-the-ground hunt in NYC, but without the activity and keepsake mailings. Great for last-minute trips or families who want to jump straight into the action.
How do I know whether a quest is right for a particular age group?
Hunts are designed for families with kids ages 8+ in mind, but younger kids can tag along and teens and adults enjoy them too. Puzzles range in difficulty so that kids can take the lead while adults help with reading, navigation, and trickier codes. Each quest also gives a suggested groups that might enjoy that specific storyline content the most. We’ve created every adventure thoughtfully so that all ages can participate and find something to enjoy—whether it’s solving a code, noticing a clue, or piecing the story together as a team.
Are Clue & Compass quests scary?
Clue & Compass' quests are mysterious and adventurous, but not frightening. Our primary aim is family fun, not horror.
Do you give spoilers? Can I see exactly what is in the quest before I buy it?
Nope—we keep the surprises secret. Part of the magic is not knowing exactly what’s coming until you’re there.
That said, we completely get it that you might want to know what you're getting ahead of time, especially if it is a gift. Check out our How It Works page for further details about how our quests work, without giving away the actual storylines or mysteries.
🔰 Getting A Quest Started
How do we start a quest after purchase?
After purchase, you’ll receive an email with your Quest Code.
To begin, visit https://code.clueandcompass.com/redeem or tap “Get Started” in the Clue & Compass companion app. You’ll create or log in to a Clue & Compass team account, and unlock the adventure by entering your Quest Code and all necessary customization information.
Can we choose the exact date for a quest to begin?
For Signature Deluxe, you’ll be able to choose from our available mailing start dates. The exact delivery day is in the hands of the post office, but letters usually arrive within 4–7 days. Deluxe includes two mailings: first a letter to set the stage and kick things off, then an activity packet about a week later.
Technically, you can start the on-the-ground quest at any time once you have your quest code—but it’s much more fun if you’ve already received and completed the mailed activities first (that’s part of the magic!).
For the Signature Experience, there are no mailings at all—so you can begin your quest within minutes of purchase.
In both versions, the Quest Code will stay valid for 3 months after purchase.
Do we need to redeem the Quest Code right away?
No. Quest Codes can be redeemed within 3 months of purchase.
Your quest will appear in the Clue & Compass app only after the Quest Code is redeemed.
For a Signature Experience, you can redeem a Quest Code immediately before you are ready to begin the adventure.
For Signature Deluxe Quests, mailings can only begin after the Quest Code is redeemed, since this is when we collect personalization details and shipping information. To ensure your preferred mailing date is available, we encourage redeeming your Deluxe Quest Code as soon as possible.
Redeeming doesn’t mean everything has to happen immediately — you’ll be able to select a mailing date that works for your schedule (ideally 2–3 weeks before your anticipated in-person adventure).
Do Clue & Compass quests have a tour guide?
No. There is no guide and no fixed start time. Quests should be completed during daylight hours for safety and visibility of landmarks, but participants decide what works best for their group. If a location has limited hours, we’ll note that up front.
Do we need to start the quest at a specific time?
No. You can begin your quest whenever it works for your schedule.
Once your Quest Code is redeemed, the adventure will be ready in the Clue & Compass app. Simply head to the starting location and open your quest when you're ready to begin.
Most quests take about 90 minutes, but you can pause along the way if you’d like to explore, grab a snack, or take photos.
Quests should be completed during daylight hours for safety and visibility of landmarks, but participants decide what works best for their group. If a location has limited hours, we’ll note that up front.
What do we need to bring on a quest?
- A charged smartphone that has the Clue & Compass companion app installed.
- Comfortable shoes and weather-appropriate gear.
- A pen or pencil and a small notebook or scrap paper.
- For Signature Deluxe quests: bring the keepsakes/props when prompted (they’re part of the fun, never mandatory).
Are there any extra costs during the quest?
Generally, all of your quest materials are included in your purchase. The only possible extra costs are things like your own transportation between stops (subway fare, taxis, etc.), snacks, or souvenirs you might choose to buy along the way. Most of our hunts are designed to be walkable adventures—you’ll explore an area at a steady, family-friendly pace.
The primary exception is Secrets of the Subway Society: this quest takes you underground into New York’s transit history, so you’ll need to budget for subway fare (an OMNY tap for each rider over 44"). We like to think of it as part of the story—you can’t join a secret subway society without actually riding the subway! 🚇
What is the “Grown-Up Guide”? Can we see it?
The Grown-Up Guide is emailed to the address associated with the team profile that redeemed the quest. It includes helpful tips, hints, and guidance to ensure everything runs smoothly.
If you didn’t receive that email, please check your spam folder or reach out to us at support@clueandcompass.com and we’ll be happy to help.
If you’d like to review the Grown-Up Guide ahead of time, here are the links to the Signature and Deluxe editions.
How do we use the Clue & Compass companion app?
Our shop is powered by Shopify, which processes the purchase but does not manage the adventure itself.
The Clue & Compass companion app is where quest progress, clues, and team activity are tracked. The team completing the quest will simply create or log in to a Clue & Compass team account in the app and redeem the Quest Code to unlock the experience.
You can download the app from the Apple App Store or Google Play.
🕵️ Completing Quests
How long does a quest take? Can we stop and start?
If you choose the Signature Deluxe, the adventure starts at home with a handful of pre-trip activities. These can be done at your own pace—expect a few short puzzles or projects that take about 5–10 minutes each, depending the age of the child[ren].
For both the Signature and Signature Deluxe versions, the in-person quest is designed to take roughly 1.5 hours from the time that you arrive at the first stop. This assumes a relaxed, steady pace: enough time to enjoy the clues and the city without rushing, but if you want to linger and explore each stop further, you can easily extend the fun.
With either version, you can pause whenever you like and even pick up on another day. That said, the storyline is most exciting when you follow it straight through—the momentum and anticipation build best that way!
PS - If you're coming back after a break, just tap “Help! We’re Off Track” in the Compass Navigator bar in the app to get reoriented.
Do we have to solve every puzzle to finish the quest?
Mostly yes. In Signature Deluxe, some mailed activities are just for fun and aren’t required to move forward. Otherwise, the quests are designed so each clue helps unlock the mystery.
It's impossible to get stuck because hints and answer reveals are always available to allow you to continue the adventure.
What if we get stuck on a Clue?
Hints and answer checks are built in to the Clue & Compass app, so you'll never get stuck without a way out. Our quests are designed to provide a fun— and rewarding—challenge.
If you can't figure out a clue, you can guess and get hints or reveal the answer if you're truly stuck. This ensures your team can keep moving and enjoy the full adventure without getting trapped on one puzzle.
What if we accidentally skip something or go the wrong way?
That happens sometimes in a real adventure! The Compass Navigator tools inside the app (particularly the "Help! We're Off Track" feature) can help guide you back if needed.
What if we checked into a location successfully but we can't find the thing we’re supposed to be looking for?
Our check-in radius is intentionally a bit generous. GPS signals can vary depending on things like tall buildings or cloudy weather, so we verify that your team is in the correct general area rather than requiring you to be precisely at an exact spot.
If you’ve checked in but can’t find what the clue refers to, you may be nearby but not quite in the right place yet. Use the “Help! We’re Off Track” option in the Compass Navigator in the app to get oriented.
We took a break from the quest and now we’re not sure where we were. What should we do?
Use the “Help! We’re Off Track” option in the Compass Navigator bar inside your quest in the app. It will help get your team reoriented so you can continue the adventure.
What if our photo won’t upload for a photo challenge?
You may be in an area with low signal. No problem! Just take the picture using your device’s camera and save it to your photo gallery.
Tap “Skip for Now” in the app to keep your quest moving, then upload the photo using “Skipped Photo Clues” in the Compass Navigator later.
If you still need help, feel free to contact us.
What if our photo challenge photo isn't being accepted?
If your photo isn’t accepted, the app should provide a reason. Take another look at the photo challenge and use that feedback to guide you. For example, if the instructions say to include a team member in the photo, make sure someone from your team is visible.
If you’re confident the photo meets the requirements, try submitting the same photo again.
If the app still won't accept it for some reason, no worries — just take the picture using your device’s camera and save it to your photo gallery. Tap “Skip for Now” in the app to keep your quest moving while you're out on your adventure. Once your quest is complete, reach out to us and we’ll be happy to manually verify the photo and assign your points.
What if we’re having technical difficulties while out on a quest?
We're sorry if you're experiencing any technical difficulties! Technical hiccups are rare, but they can happen.
First, try closing and reopening the app, and make sure your device has a stable connection.
Depending on the nature of the issue, we know that stopping to troubleshoot tech isn’t the best way to spend a day of adventure. If the issue involves point assignments, photo uploads, or anything else that doesn’t prevent you from continuing the quest, we suggest simply moving forward with your adventure. We’ll be happy help sort everything out when your adventure is complete.
If the issue is preventing you from progressing in the quest, please contact us and we’ll help get things back on track. You can email us at support@clueandcompass.com and we’ll be happy to help, or there is also a bug submission form on the app. While we monitor messages regularly, responses may not always be immediate.
What if we lose cell service during the quest?
Most areas along the quest route have reliable service, but occasional dead spots can happen in New York. In many instances, the quest will still allow you to progress even with a weak signal, though you may experience slight delays when loading screens.
If your signal disconnects while the app is closed, your most recent progress may not be saved. For best results, wait for screens to load fully before closing the app.
If a screen isn’t loading, try refreshing the app or moving a short distance within the area (for example to a nearby corner or open sidewalk), which often restores signal.
What if our team wasn’t given the correct number of points for a submission?
No problem — you can continue with your adventure and we’ll sort it out on the back end. Just contact us after your quest and we’ll be happy to review it and adjust your points if needed.
🚚 Shipping & Order Support
I didn’t receive my email—what should I do?
If you don’t see an email you're expecting from us within a few minutes, check your spam or promotions folder (Yahoo users especially).
Still nothing? Please reach out to us at support@clueandcompass.com and we'll be sure to get you everything you need.
How do I provide shipping information for Deluxe mailings?
Shipping information isn’t collected at checkout. After purchasing, you’ll receive an email containing your Quest Code(s), which you can redeem to enter customization information for each quest.
When do Signature Deluxe mailings begin?
For Signature Deluxe quests, the pre-hunt mailings begin after the Quest Code is redeemed, not when the order is placed.
This lets you control exactly when the experience starts—perfect for timing it with a birthday, holiday, or upcoming trip.
Does Clue & Compass ship outside of the U.S.?
Unfortunately not at this time—our Signature Deluxe mailings only ship within the United States. We’d love to expand in the future, though! If you’re outside the U.S. and would be interested, please reach out—if there’s enough demand, we may add international shipping down the road.
That said, our Signature Experience has no mailings at all—so it’s available to anyone, anywhere. If you’re planning a trip to New York, Signature is a great way to jump right into the adventure without waiting for the mail.
Return policy
Our goal is for every customer to be totally satisfied with their purchase. If this isn't the case, let us know and we'll do our best to work with you to make it right.
How do I contact Clue & Compass Support?
Email us anytime at support@clueandcompass.com. Just tell us your order number and/or which hunt you’re planning, and we’ll jump in as quickly as possible.