FAQs

Silverpoint is an R&D experiment running over just 2 weeks, in order to make it happen we had to make compromises. Those compromises include which devices we delivered to and where the events are based. For the best experience the app should be played on iPhone only. All of the events are based in London.

Response times: The Silverpoint team will aim to respond to all enquiries within 24 hours.

FAQs relating to the App

Q. Where do I download Silverpoint?

A. You can download Silverpoint from the App Store

Q. I have been experiencing technical difficulties with the Silverpoint app. What can I do?

A. Contact Silverpoint here. Describe the problem to us in as much detail as possible and we will try to resolve it for you.

If possible, please provide us with your User ID so we can locate information about your account.

How to find your user ID:

• Go to your Settings screen (the Settings button is located in the top right hand corner of the app).
• Tap the ‘eye’ icon at the bottom of the screen.

Q. I want to play Silverpoint but I am under 18. What can I do?

A. You must be over 18 to play Silverpoint. View the Terms and Conditions.

Q. I want to share the Silverpoint app with my friend. How can I do that?

A. You can share content from Silverpoint to your social networks. When you play Silverpoint you can share content wherever you see the Facebook or Twitter icons. Alternatively your friend can search for Silverpoint on the App Store.

Q. How do I stop receiving emails from Silverpoint?

A. You can follow the ‘unsubscribe’ link at the bottom of the email.

Q. Can I change my email address?

A. To request that we assign a new email address to your account you can contact Silverpoint telling us the email address you are currently registered with and what you would like it changed to.

If possible, please provide us with your User ID so we can locate information about your account.

How to find your user ID:

• Go to your Settings screen (the Settings button is located in the top right hand corner of the app).
• Tap the ‘eye’ icon at the bottom of the screen.

Q. Can I change the name I registered with?

A. To request that we assign a new user name to your account you can contact Silverpoint telling us the username you are currently registered with and what you would like it changed to. Please also tell us your registered email address.

If possible, please provide us with your User ID so we can locate information about your account.

How to find your user ID:

• Go to your Settings screen (the Settings button is located in the top right hand corner of the app).
• Tap the ‘eye’ icon at the bottom of the screen.

Q. Can I change the phone number I registered with?

A. To request that we assign a new phone number to your account you can contact Silverpoint telling us the phone number you are currently registered with and what you would like it changed to. Please also tell us your registered email address.

If possible, please provide us with your User ID so we can locate information about your account.

How to find your user ID:

• Go to your Settings screen (the Settings button is located in the top right hand corner of the app).
• Tap the ‘eye’ icon at the bottom of the screen.

Q. I deleted the Silverpoint app, reinstalled it and now it says my email address has already been used. What can I do?

A. Contact Silverpoint and let us know what has happened. Please provide us with your last registered email address and username and we will try to resolve the issue for you.

Q. I deleted the Silverpoint app, reinstalled it and now I’ve lost my progress. What can I do?

A. Contact Silverpoint and let us know what has happened. Please provide us with your last registered email address and username and we will try to resolve the issue for you.

Q. I’m having trouble making a booking. What should I do?

A. Contact Silverpoint and let us know what has happened. Please provide us with your last registered email address and username and we will try to resolve the issue for you.

Q. How do I turn my Bluetooth on?

A. Make sure your device is switched on.
Swipe up from the bottom of your screen
Tap the Bluetooth icon in the top centre of the display

Alternatively, go to Settings, Bluetooth and make sure Bluetooth is On

Q. Can I download the Silverpoint app on Android?

A. Silverpoint is an iPhone only application.

Q. Can I play Silverpoint on my iPad or Tablet?

A. Silverpoint is only available for iPhone

Q. Silverpoint isn’t working properly on my iPhone, why might this be?

A. We support iPhone 4 OS 7 and above

Q. I haven’t received any emails or texts but I think I should have. What can I do?

A. Contact Silverpoint and let us know what has happened. Please provide us with your last registered email address and username and we will try to resolve the issue for you.

Q. I can’t get enough stars to progress past Level 6, 7 or 8?

A. Contact Silverpoint and let us know what has happened. Please provide us with your last registered email address and username and we will try to resolve the issue for you.

FAQs relating to the live events

Q. I have played Level 6 and accepted the invitation however didn’t get levelled up. What can I do?

A. Go to the Levels Screen on your phone and tap the invite icon (which looks like an envelope) attached to Level 6.

At the bottom of your invite tap the banner which says ‘You came and didn’t level up? Tap here’.

Tap the link.

You will be taken to a screen advising you to speak to a member of staff at the venue. They will be able to enter a code that will progress you to the next level.

If you are no longer at the event then contact Silverpoint and let us know what has happened. Please provide us with your last registered email address and username. We will try to resolve the issue for you.

Q. I have visited the Level 7 location but I didn’t get levelled up. What can I do?

A. Go to the Levels Screen on your phone and tap the invite icon (which looks like an envelope) attached to Level 7.

At the bottom of your invite there is a banner which says ‘You came and didn’t level up? Tap here’.

Tap the link.

You will be taken to a screen advising you to speak to a member of staff at the venue. They will be able to enter a code with will progress you to the next level.

If you are no longer at the event then contact Silverpoint and let us know what has happened. Please provide us with your last registered email address and username. We will try to resolve the issue for you.

Q. I have been to the Level 8 event but didn’t get levelled up. What can I do?

A. Go to the Levels Screen on your phone and tap the invite icon (which looks like an envelope) attached to Level 8.

At the bottom of your invite there is a banner which says ‘You came and didn’t level up? Tap here’

Tap the link.

You will be taken to a screen advising you to speak to a member of staff at the venue. They will be able to enter a code with will progress you to the next level.

If you are no longer at the event then contact Silverpoint and let us know what has happened. Please provide us with your last registered email address and username. We will try to resolve the issue for you.

Q. I made a booking for the L7 salon but I am unable to attend. What can I do?

A. Go to the Levels Screen on your phone and tap the invite icon (which looks like an envelope) attached to Level 7.

Tap‘ Cancel Booking’ on the invite.

Q. I can’t make my time slot. What can I do?

A. Go to the Levels Screen on your phone and tap the invite icon (which looks like an envelope) attached to Level 7.

Tap‘ Amend Booking’ on the invite.You will then be able to book another available slot.

Q. I can’t attend the event on any of the dates provided, are there any other options?

A. Unfortunately we are only hosting events on the dates provided.

Q. My friend and I want to come at the same time but there are no available matching slots. What can we do?

A. Unfortunately we can only offer the slots available. It might be possible to accommodate a friend at the same time slot on the day of the event so contact Silverpoint or ask a Silverpoint representative at the venue.

Q. I went to the bar in London and couldn’t claim my free drink. What can I do?

A. Contact Silverpoint and let us know what has happened. Please provide us with your last registered email address and username. We will try to resolve the issue for you.

If possible, please provide us with your User ID so we can locate information about your account.

How to find your user ID:

• Go to your Settings screen (the Settings button is located in the top right hand corner of the app).
• Tap the ‘eye’ icon at the bottom of the screen.

Q. I’m running late, who do I tell?

A. Contact Silverpoint and let us know what has happened. Please provide us with your last registered email address and username. The Silverpoint team will do their best to accommodate you when you do arrive.

Q. I have access needs, what should I do?

A. Fully accessible locations are listed on the invites. If you still have questions contact Silverpoint.

Q. I’m lost or I can’t find the venue. What should I do?

A. Contact Silverpoint and let us know what has happened. Please provide us with your last registered email address and username.

Q. I want to bring a friend with me, but they aren’t playing Silverpoint. Is that ok?

A. Yes we can accommodate friends at the level 6 location and the event in level 8.

Q. I live outside of London. Can I still play Silverpoint?

A. Yes, you can still play Silverpoint. However all the live events are in the London area so you must be prepared to travel to take part. Alternatively you can play Silverpoint without taking part in the live events.

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