Help

If you bought The Still Room as a gift, or cannot host it yourself, you can hand the Game Pass to the person who will run the night. Four short steps:

1. Sign in at 'Your games' with the email you bought with. Your Game Pass and its claim link are there. The same link is on the PDF.
2. Send the claim link to your friend, by message or email. Do not open it yourself first.
3. Your friend opens it and signs in with their own email. We email them a sign-in link, with no password. The game is then theirs to host, for them and up to 5 others. The link works once, and the Game Pass leaves your account when they claim it.
4. Or give us their email address instead: on 'Your games', open 'Wrong address? Fix it here' under your Game Pass, type their email and send. You can change a Game Pass's address up to 3 times.

Before you begin: do not start a game on the Game Pass yourself. Once anyone has started a game on it, it cannot be handed on from there. If someone already has, or nothing here works, email us from the address you bought with and tell us who it is for, and we will look at it.

A gift or prepaid code gives 30 days of access from the day it is redeemed, and you have 12 months to redeem it.

One Game Pass covers a group of up to 6: the person who paid plus up to 5 others.

The person who paid is the host. They sign in with the email used at checkout, and only they can start a game.

Everyone else joins with the game's code and their own email address, confirmed with a one-time code we email them. Joining is free: nobody else needs to buy anything.

Everyone needs their own device, because each device holds that player's own clues.

In the lobby, each player plays the knock to check their sound, confirms they heard it, then presses 'I'm ready'. The host starts when the group is ready.

If a player's code email does not arrive, check spam and check they typed the right address.

Your progress is saved. You can stop and pick up where you left off, and replay within your access period.

Access lasts 30 days from payment for a game that is already open. A gift or prepaid code gives 30 days from the day it is redeemed.

Stuck? The Hint button gives up to three nudges per puzzle, each a little plainer than the last. Each nudge adds minutes to your time on the leaderboard, and only if your host chooses to appear on the leaderboard.

If someone has to leave, the game carries on. What was in their pockets is shared out to the players still there. If they come back, they rejoin and can ask for their things back.

Some papers, keys and locks are dealt to different players, so compare notes and pass things across using the arrows button in the Pocket. A door one of you opens is open for the whole group.

You can cancel within 14 days of buying and we will refund you in full, as long as your group has not finished the game. Once a group has played it through to the end, you have used the game in full and we cannot refund a change of mind. Email us from the address you bought with.

If the game does not work as described (it will not load, your access does not appear, or something on our side is broken), email us and we will fix it or, if we cannot, refund you. This is on top of your rights under the Consumer Rights Act 2015.

The Still Room is for ages 16 and over. It is not suitable for under-16s.

It has jump scares. The host chooses whether they are on when they open the game, and the lobby tells everyone.

With scares off, the atmosphere and the story stay. Nothing jumps at you.

Any player can tap 'Leave a light on' at the top of their screen at any point. The jump scares stop for that player alone. Nobody else is told, and their game carries on as it was. Your story, clues and atmosphere stay.

There is a health notice on the sales page and under 'Health info' on the disclaimer page. Please read it if you have any health concerns.

Before you start: turn your sound on and the volume up, keep the screen awake, charge your device or plug it in (90 minutes of bright screen and sound uses battery), and keep the game tab open and in front for the whole game.

No sound on an iPhone? Silent Mode must be off or web pages play no sound. Go to Settings, Sounds & Haptics, and turn Silent Mode off. On older iPhones, flick the side switch so no orange shows. On newer ones, hold the side button above the volume until it says Silent Mode Off.

Using Bluetooth headphones or a speaker? Check the sound is going where you expect. The lobby plays a knock so you can test before you start.

Screen locking? The game asks your browser to keep the screen awake. If it cannot, set Auto-Lock to Never until you have finished.

On a phone, the game asks you to turn it sideways for the full picture. If you prefer upright, tap 'Play upright anyway' and swipe sideways to look around the room. A laptop, computer or tablet gives the biggest view.

You need a reasonably recent Chrome, Safari, Edge or Firefox, and a connection for the whole game.

Still stuck, or your access does not appear? Email us from the address you bought with and we will fix it or refund you.

Yes, you can all watch one big screen. Everyone plays on their own device (a phone, tablet or laptop), because each device holds that player's own clues, and that is what gets a group talking. You can also mirror or cast one player's device to a TV or computer screen so the whole room watches the same house together. Everyone still plays on their own device.

Sound: the main noises, such as knocks and scares, play from just one device on purpose, so a room does not hear six of them out of sync. Turning the other devices down is fine, but do not mute them completely. On an iPhone, check Silent Mode is off. The lobby plays a knock so you can check where the sound is coming from before you start.

One purchase covers up to 6 players, or you can play solo. Most groups take 60 to 90 minutes, and you have 30 days to finish. There is no app: you need a web browser on a phone, tablet or laptop. Keep the game tab open and in front, and do not let the device lock.

The person who paid signs in with the email address used at checkout. There is no password: we email you a sign-in link.

Once you are signed in, your Game Pass is on the 'Your games' page. The Game Pass PDF in your purchase email also has a claim link.

If the sign-in email does not arrive, check your spam or junk folder and check you are using the same address you bought with. If it still has not arrived, email us from that address and we will sort it out.

If you bought with the wrong address, change it yourself: on 'Your games', open 'Wrong address? Fix it here' under your Game Pass. You can change a Game Pass's address up to 3 times.

The Still Room is an online escape room played in a web browser. There is nothing to download or install.

You can play on your own, or as a group of up to 6 on one purchase. Most groups take 60 to 90 minutes.

Everyone needs their own device (a phone, tablet or laptop) with a recent version of Chrome, Safari, Edge or Firefox, and an internet connection for the whole game.

You do not need to be in the same room. Play on a video call with everyone on their own device, or sit together and watch one shared screen.

It is for ages 16 and over, and it has jump scares that can be turned off.

What you buy is called a Game Pass.