Question 1

Can I download the app?

Accepted Answer

Not yet. Pathmagic is currently being built — we are drawing the screens now. There is no beta and no waiting list to join. When there is something to download, it will be here and on the roadmap first.

Question 2

When will it be ready?

Accepted Answer

We are not giving a date we would then have to break. There are two of us building it, and the roadmap shows the stage it is genuinely at rather than a launch we have invented to look organised.

Question 3

Where do I watch the films?

Accepted Answer

In any browser, signed in — no separate app and no external platform.

Question 4

Can I download a film to watch offline?

Accepted Answer

Not at the moment. It is the request we get most and it is on the list.

Question 5

The video keeps buffering.

Accepted Answer

Quality adapts to your connection, so buffering usually means the connection dropped rather than our server. Try 720p from the quality menu. If it persists on a fast connection, tell us your browser and rough location and we will look at it.

Question 6

How many films are there?

Accepted Answer

The first Pathmagic film, The South West Coast Path, releases on 4 September 2026. Further films are in development, including Tōkai Nature Trail.

Question 7

Why can't I play a film?

Accepted Answer

Playback may be unavailable if your subscription has a payment issue, has ended, if the film requires a higher-tier plan, or if your account is scheduled for deletion. Check your Subscription page for details.

Question 8

How many devices can I watch on?

Accepted Answer

The number of devices depends on your plan. When you reach the limit, you will see a "Devices" prompt where you can remove an old device or replace it with your current one.

Question 9

Why is a film not available on my plan yet?

Accepted Answer

New films are released first to Trail Angel subscribers, then to Backpacker after 14 days, and to all Wanderer subscribers after 28 days.

Question 10

What does each plan include?

Accepted Answer

All plans include access to the full Pathmagic library. The difference is timing: Trail Angel gets new releases on day one, Backpacker from day 14, and Wanderer from day 28. Higher-tier plans may also include more device slots.

Question 11

How do I remove a device from my account?

Accepted Answer

Go to Devices in your account settings. Find the device and select "Remove". This frees up a device slot.

Question 12

What does a membership include?

Accepted Answer

Access to the film library in the browser. That is what exists today, and it is what you are paying for. When the app arrives we will say plainly what it costs and whether your membership covers it.

Question 13

I have forgotten my password.

Accepted Answer

Use "Forgot password" on the login screen. The reset link lasts an hour. If the email does not arrive, check spam first — and if it still has not, write to us below and we will sort it manually.

Question 14

Can I change the email on my account?

Accepted Answer

Yes. Go to Security in your account settings and select "Change email". You will need a verified mobile number — we confirm the change with an SMS code, and the new address takes effect once verified.

Question 15

How do I create an account?

Accepted Answer

Enter your email on the homepage and we will send you a verification link. Click the link, then set your password and choose a plan.

Question 16

I didn't receive my verification email

Accepted Answer

Check your spam or junk folder. Verification emails are sent from Pathmagic via Postmark. If the email still hasn't arrived, return to the registration page and use the resend button. There is a short cooldown between resend attempts.

Question 17

How do I change the email I used to sign up?

Accepted Answer

During registration, on the check-inbox step, tap the "Change email" button to enter a different address. A new verification email will be sent to the updated address.

Question 18

My verification link has expired

Accepted Answer

Verification links expire after 15 minutes. Return to the registration page and request a new link using the resend button.

Question 19

How do I change my password?

Accepted Answer

Go to Security and select "Password". For security, we will send a verification code before changing your password. Enter the code, then choose your new password.

Question 20

How do I add a recovery phone number?

Accepted Answer

Use a verified mobile number as a recovery option for account security and sign-in support. Go to Security and select "Mobile phone". Enter the number in international format, including the + country code.

Question 21

How do I manage my notification preferences?

Accepted Answer

Go to Notifications in your account settings. Choose which account alerts and updates you want to receive. Critical account, security, billing, and deletion notifications are always sent when required.

Question 22

I can't sign in — what should I do?

Accepted Answer

Check that you are using the correct email and password. If rate-limited, wait a moment. If you have forgotten your password, use the "Forgot your password?" link on the sign-in page.

Question 23

How do I sign out of all devices?

Accepted Answer

Go to Devices and select "Sign out on all devices". This ends all active sessions.

Question 24

My session keeps expiring

Accepted Answer

Sessions expire after a period of inactivity or after the absolute session lifetime. Sign in again to continue.

Question 25

How do I enable live chat support?

Accepted Answer

Live chat requires cookie consent. If you previously chose "Essential only", you can update your preference at any time from the cookie banner at the bottom of this page while signed in.

Question 26

How do I delete my account?

Accepted Answer

Go to Security, scroll to "Danger zone", and select "Delete account". Type DELETE to confirm. If you have an active subscription, access continues until the end of your billing period.

Question 27

How do I cancel a deletion request?

Accepted Answer

If your deletion is still pending or scheduled, go to the Delete Account page and select "Cancel deletion". Your account will be restored.

Question 28

I confirmed deletion — what happens to my data?

Accepted Answer

After confirmation, your account is scheduled for deactivation at the end of your billing period. After that, your data is permanently purged. This is not reversible once the purge completes.

Question 29

How do I cancel?

Accepted Answer

Account → Subscription → Cancel Subscription. It takes one tap and no conversation. You keep access until the end of the period you have already paid for.

Question 30

Do you give refunds?

Accepted Answer

No. When you subscribe you agree to immediate access and waive the 14-day cancellation right, so subscriptions are not refundable — including part-used months. You can cancel whenever you like and you keep access until the end of the period you have paid for, so nothing is lost by cancelling early. If a payment has gone wrong rather than gone unused, tell us and we will fix it.

Question 31

Why was I charged in a different currency?

Accepted Answer

We bill in pounds sterling. If your card is held elsewhere your bank converts it and may add a fee of their own. The amount on your Pathmagic receipt is always the pound figure.

Question 32

What plans are available?

Accepted Answer

Pathmagic offers three plans: Wanderer, Backpacker, and Trail Angel. Each plan gives you access to our curated film library. New films become available to higher-tier plans first, then roll out to all plans over time.

Question 33

How do I change my plan?

Accepted Answer

Go to Subscription and select "Change plan". Upgrades usually take effect immediately. Downgrades are often scheduled for your billing period end. We'll confirm after you continue.

Question 34

How do I update my payment method?

Accepted Answer

Go to your Subscription page and select "Manage payment method". You can update your card details or switch to a different card. The change applies to your next billing cycle.

Question 35

How do I apply a promo or gift code?

Accepted Answer

Go to Redeem gift or promo code from your Subscription page. Enter your code and select "Apply code". If valid, the discount will be applied to your subscription.

Question 36

My payment failed — what happens next?

Accepted Answer

If a payment fails, we'll retry it a few times. During that time, your membership continues. If we're still unable to take payment, your subscription will be cancelled and your access will end. You can subscribe again at any time.

Question 37

How do I resubscribe after my subscription ended?

Accepted Answer

Your subscription has ended. You can restart at any time. Go to your Subscription page and select the resubscribe option.

Question 38

Does donating change my account?

Accepted Answer

No. No badge, no early access, no discount. Donating unlocks nothing, and that is deliberate.

Question 39

Do I get a receipt?

Accepted Answer

Yes, by email, immediately, from Stripe. It carries the reference shown on screen after you give. Keep it if you want a record — we are a private company, not a charity, so it will not qualify for Gift Aid or charitable tax relief.

Question 40

Can I give regularly instead?

Accepted Answer

Not at the moment. One-off only, so nobody is quietly paying us for years without noticing.

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