Help
SUPPORT
Talk to a person
Write to operator@thefortlist.com for help with your account, a hunt or a prize. Tell us the hunt or event name and what happened so we can find the right record.
If something is wrong at the door right now, find the door staff at the event. They can check you in manually and sort it out on the spot. That is always faster than email.
Your account and passport
- Signing in. Sign in with the email you signed up with (it is a TENEO account, our sign-in provider). If the sign-in screen keeps returning you to the start, your session has expired — sign in again.
- Joining the Halloween hunt. Open the Halloween page, accept the official rules and age statement, and tap Start playing. It is free. After starting, you can request a private email link or save the passport to a free Fort List account, the same one the Fort List iPhone app signs in to.
- No hunts announced. Campaigns appear after their organizer confirms the rules, locations and prizes. A business on an event listing is not automatically participating in a hunt.
Hunts and gifts
- A stamp did not save. At a participating shop, scan its sign and tap Stamp this stop. Check your internet connection and look for the saved stamp on your passport before trying again. Location is optional; enabling it at the shop can verify your visit. If it still fails, email support with the stop name and what the screen says. Do not send your private passport link.
- How Halloween gifts work. One verified check-in is needed to be eligible. The highest score gets the highest-value gift, the next score gets the next gift, and so on. A points tie goes to whoever reached that total first. Gifts are not first-come hidden prizes. Read the current rules.
- Collecting a prize. Open the campaign and your award, read the instructions and claim before the deadline. Show your pickup code only to the assigned business. For delivery, provide the requested details with your consent. Digital gifts appear in the delivery receipt when the fulfiller records delivery.
- A delivery has not arrived. Check the award's status and instructions, then contact the organizer or our support address with the campaign and award reference. Do not post your pickup code or address publicly.
Shop orders
For a question about a tee order, email operator@thefortlist.com with your order reference. If an item is damaged or misprinted, include a clear photo. The shipping and returns page explains timing, sizing, replacements, and refunds.
Your data and your account
What we collect and why is in the Privacy Policy. The short version: we collect the least we can, we do not sell it, and we do not text you unless you ask us to.
To have your Fort List account and data deleted, open Settings in the app and choose “Request account deletion”. The app records your request and shows its status. We process it within 30 days and confirm completion by email, except for records we must retain by law. You can also email operator@thefortlist.com from your account address if you no longer have the app.
To correct something we hold about you, or something we published, write to corrections@thefortlist.com.
For venues and organisers
If you run a room and want to be on The List, or you are already listed and something is wrong, email operator@thefortlist.com. We would rather fix a listing than have it sit wrong.
Reaching us by mail
True Eira LLC
223 Linden St, Fort Collins, CO 80524