FAQs
Purchasing Tickets:
What’s the difference between the different ticket options?
The only difference between the Single Play, Double Play, and Unlimited Play Ticket options are the NUMBER of Game Zones you can play, NOT which Game Zones you have access to. With Single Play Tickets you can play any ONE Game Zone. With Double Play Tickets, you can play any TWO Game Zones. And with Unlimited Play Tickets you can play as many as you want. Museum Only tickets give you unlimited access to Museum Zones but no access to others. All tickets allow for you activate your phone for up to one year after you purchase your ticket, and allow you to play for up to one week after you activate your cell phone.
Can I upgrade my ticket?
Of course! Just call our toll-free customer service number: (877) STRAY29 and we’ll walk you through the easy steps.
Is there a specific time of day or day of the week I have to play?
You can play any day of the week or time of day you want. The best time to play is during normal business hours. Otherwise, just keep in mind that some stops along the way may be closed. The best Zones to play at night are Times Square and Greenwich Village. For specific questions about each Game Zone, please feel free to call or email us.
What’s your refund/return policy?
Just call us toll-free at (877) STRAY29 and tell us why you need your money back. If you haven't started The Game or have played for less than an hour, we'll refund your money to your credit card. If you have started and played for an hour or more, we'll handle it on a case by case basis.
Cell Phones:
Does the game work with my cell phone plan provider?
New York: The Game can be played by text message on phones with plans on any US provider.
Will I be charged for the text messages I send and receive while playing The Game?
You’ll be charged for texts as you normally are according to your agreement with your carrier. We recommend having a member of your team with a large or unlimited text plan use his/her phone to play.
What if I don’t know what my text message plan is?
Try calling your provider to find out. Many will be able to upgrade your plan for just the month for only a few bucks. You can revert back to your old plan the following month at no cost or penalty in most cases. The phone numbers of some major carriers are below:
AT&T 800.331.0500
Verizon 800.922.0204
Sprint 888.211.4727
T-Mobile 877.453.1304
Metro PCS 888.863.8768
Boost Mobile 866.402.7366
If I'm from another country, will my phone work?
If you're from outside the US and your phone has a web browser and can connect to the internet in the US, then you can play using your own phone. Your phone will likely not work by text message. You will be charged for the data you use, which for some people can be costly. We do have rental phones available (see below).
If I'm from another country (and don't have a mobile web browser to play on). Can I rent a phone?
Yes. We have rental phones available. They cost $10 for the first day and $5 for each additional day. After you purchase tickets, contact us and let us know the date you plan to play. We will rebill your credit card and reserve the date requested. We will drop off the phone where you are staying if it is in Manhattan or Brooklyn. Otherwise, we can arrange a time to meet you in person.
What if I have trouble with my phone during the game?
You can easily change to using another team member’s phone. Just call our toll-free customer service number: (877) STRAY29. We’ll walk you through the best options to get you playing again ASAP.
What if my phone runs out of batteries?
We do recommend you bring a phone charger with you and charge your phone when you take breaks to sit down and eat. If you do run out of batteries, just switch whose phone you’re using to play. If you’re running out of batteries, call us toll-free at (877) STRAY29 and we’ll try to find you a place you can charge your batteries.
Getting Started:
Do I have to pick up game materials or print anything out to play The Game?
Nope. All you have to do is activate your phone and go. Your phone will give you all the info you'll need.
How do I activate my phone after I purchase my tickets?
Just follow the simple directions in your confirmation email.
Where do I go to start my game?
Check out the Game Zones section of the website to see where each zone starts. You can start with any Game Zone you'd like and you can switch between zones as well.
Playing The Game:
How long does each Game Zone take to play?
Each Game Zone takes about two hours (Museum Zones are a little longer), not including taking time to relax along the way. How quickly you walk, how many breaks you take, how many hints you use / clues you skip, and how easily you find the answer will all affect how long each Game Zone takes you. Remember if you want to move to a new Game Zone, you can skip to the Main Menu and start a new one.
Approximately how many (text) messages will I send and receive?
The number of (text) messages you send and receive will depend a great deal on how many Game Zones you play, and how many hints you use during the Game. The number of combined messages you send and receive (the clue, your response, and your notifcation of whether you're right) ranges from about 90 to about 120 messages / Game Zone.
What do I need to play?
a cell phone (yours or one we lend you)
a camera or camera-phone
comfortable shoes
A map is not necessary, but if you want one you can pick up a free one at just about any hotel in the City or any NYC Info booth located around the city.
Leaderboard:
How do I get on the Leaderboard?
Get one of the Top 20 scores, and we'll put you on our website Leaderboard. You get points for every clue you solve, so you’ll have to solve a lot of clues to get the best score.
How do I find out if I'm on there?
We'll email you within a couple days of when you play.
Whom am I competing against?
Your team is competing against teams of all sizes and backgrounds, made up of other visitors to New York as well as some locals.
More Questions? Just drop us a line, and we'll get back to you ASAP!
