Frequently Asked Questions
How do I create an account?
Account creation is pretty easy. You can create an account by clicking on the ‘my account’ section and filling in the usual details, or you can purchase a tour or subscription directly and you will be prompted to either sign in or create an account at the checkout.
What exactly do you get with a FULL ACCESS account?
A full access account provides you with access to all of our scheduled LIVE and ON DEMAND tours, including those already in our ON DEMAND archive. It does not include Special Events which are not part of our scheduled programme (such as tour in partnerships with other organisations).
How do I book a LIVE tour?
It’s pretty straight forward. You see a tour you would like to join and click ‘add to basket’. Choose your payment method, make payment and the tour will appear in your ‘my account’ area. You simply return to your Live tour at the advertised time to watch.
How do I book an ON DEMAND tour?
That’s simple too. Choose the tour you’d like to purchase and click ‘add to basket’. Choose your payment method, make payment and the tour will appear in your ‘my account’ area, ready to view immediately.
What time does a LIVE Tour Start?
Each tour commences at exactly the stated time, but our tour manager and guide are available 15 minutes before the stated time in your Virtual Tour room. Feel free to join before we get started, have a chat with our team and let us know why that subject is of interest to you. Please ensure you are logged in at least five minutes before we start.
Can I ask questions during a LIVE tour?
Absolutely. We really enjoy engaging with our audience. We can’t always answer immediately but we will be sure to do so in the dedicated Q & A session at the end of the tour.
Can I purchase a tour for someone else as a gift?
Yes, just purchase a tour or tours using one of our gift vouchers and we will contact you directly to arrange the details.
I have a relative that served in that location. Do you want to know?
Yes, please do let us know before the tour. We can’t always include information, but we will do our best to add in something a little special for you.
Can I share my access with other people, or on multiple devices at the same time
No. Your account is only for your personal use. Please see our Terms and Conditions for further info.
Will my internet connection be good enough?
The technology we use to deliver a Virtual Tour is similar to that used by services such as YouTube. So if you can normally watch a YouTube video, without it stuttering or stopping, at the same time of day as the tour is advertised for then you shouldn’t have any problems.
How can I ensure the best quality connection for my tour?
In short, the less strain on your internet connection, the better the chance of a clear, high quality connection. Good general advice would be to close any unnecessary tabs (including those running in the background like Skype or Teams), and pause any large updates. Also check to make sure everyone else in the house isn’t streaming their favourite Netflix series on your WiFi at the same time!
Do I need a webcam and/or microphone?
No. Our guide and tour manager will be the only ones live on camera. You can engage with them using our Chat, Q & A or Polls functions throughout the tour.
Do I need headphones?
No, but we would recommend headphones as a great way to make the most of the experience.
What Internet Browser should I use?
Our tours will work on any browser. Again, a good test is to open Youtube and watch a video. If it works in your browser of choice without issues or stuttering, you are good to go!
Can I watch on a mobile phone or tablet?
You can, but be warned that you may find it harder to interact with the in-Tour chat. This is simply because the lack of screen space means we have to use a slightly different layout.
What do I do if the Tour looks pixelated?
It may be that your internet connection became unstable briefly, and our streaming technology lowered your quality to keep you connected. Simply refresh the page and your connection should improve.
What do I do if the Tour freezes or stops suddenly?
If there is a problem at our end, our Tour Manager will quickly tell you in chat, so that you know to sit tight while we restore the connection. If you do not see such a message, then it may be that you temporarily lost connection. Simply refresh the page to restore it.
The Tour looks blurry when I make the browser window bigger. What should I do?
Our streaming technology tries to optimise the stream for you, based on your window size. If you make it bigger and it gets blurry, it might be that our streaming technology has yet to spot that for you and catch up. Simply refresh the page and that should fix it.
My Tour is ‘buffering’ as soon as I log-in. What do I do?
It is normal that you might experience a little buffering at first as our platform tests your internet speed in order to give you the best quality stream without interruption. This normally takes 60 seconds or so.
My Tour is ‘buffering’ too much and I can’t keep up. What can I do?
If you are really struggling with connection, do not worry, all or tours are recorded in HD and are available immediately after the tour finishes. We will make sure you get access to the ON DEMAND product as soon as it is available, which is usually within 24 hours.
I need to cancel my tour. Can I have a refund?
For scheduled tours you can cancel up to 72 hours before the departure time of the tour and receive a full refund. From 72-48 hours before a tour we can offer a 50% refund. Less than 48 hours before departure we are unfortunately unable to offer a refund, although of course you will still have access to the High Definition Virtual Tour video which you can view at a time of your choosing. For cancellation of bespoke/group tours you need to contact us at email@example.com
Can I cancel my FULL ACCESS subscription?
Yes. We don’t have a set contract period, so you can cancel when you like. No fees or extra charges.