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One person built this and the same person answers this page. Four things go wrong often enough to be written down, and three of them you can fix before I ever see it.
Almost always the address. The Week attaches to the exact address you paid with, which is printed on your Stripe receipt, and signing in with a second address of yours shows an account that genuinely has no Week. Sign out, sign back in with the address on the receipt, and it is there.
If that is the address you used, write below and say so. The payment can be found from this end and the Week granted by hand within the hour.
Download it on wifi before you set off, and leave the app open and the screen awake while it runs: it is a few thousand map tiles and it takes a couple of minutes. If it stops partway, open the Yours tab again and it picks up where it left off rather than starting over.
Tell me which stop and what you found. This is the most useful message this page receives: everything here is independently researched, places change, and a correction from somebody standing there is worth more than a week at the desk. It gets fixed for everyone.
Refunds are 14 days, opened or not, and no argument: the terms are here. Deleting your account is a button rather than a request, on your account page, and what survives it is set out in the privacy policy.
Write below and say which title and which page. Locations are independently researched and titles are named only to say what was filmed where, but if something here oversteps that, tell me and it comes down while we talk rather than after.
There is no support inbox to write to, on purpose: the domain’s mail is set up to send sign-in codes and receipts reliably, which costs it the ability to receive. This form reaches the same place an email would have, and it is read by a person.