Start of menu
Search US website
Close Menu

Frequently Asked Questions

What is the Taylor Swift Experience?

The Taylor Swift Experience is a 360º interactive music video for your iOS or Android phone or tablet.

How do I control the point of view?

The point of view is controlled by turning your device in any direction. For example, if you want to look left, simply turn your device left. Alternately you can tap and drag anywhere on the screen to control the direction you are looking.

I’m stuck in the entryway. Are there more rooms to explore?

Yes! Tap on the doorway at the top of the stairs to go to the dining room.

How many rooms are there?

There are 6 different rooms to explore.

What are Collectibles and how do I get them?

Throughout the 6 rooms there are various objects you can tap on. When you tap on an object, it will be added to your Collectibles screen. Each object holds its own significance to Taylor and some may have more hidden interactions.

How do I find all the Collectibles?

We can’t tell you exactly where every Collectible is, but social media is a great way to connect with friends and family that have also downloaded the app. Try reaching out through Facebook to ask for help and make sure to follow Taylor and American Express on social media channels for more hints.

Why do some of the objects allow me to interact with them further?

Some of the objects are more than they seem to be. Objects that allow further interaction may unlock secrets in the mansion. We don’t want to give too much away so make sure to experiment with all the objects and don’t hesitate to reach out to friends and family for help.

I don’t have an American Express® account. Can I still use the app?

Yes! You do not need to have an American Express account to experience the interactive music video. However, you do need to have an American Express account for access to exclusive ticket and event offers. You can learn more about American Express at

The video playback stutters. How can I fix this?

On older devices some frames may be skipped to ensure the video and audio are in sync throughout the experience. Ensuring sync may cause a slight stutter to the video playback. For best results, make sure you are running the latest OS version available for your device and close any unnecessary apps running in the background.

I’ve lost Taylor. How do I find her?

The easiest way to find Taylor is to restart the experience and tap on the glowing door when she leaves a scene.

Don’t forget that the mansion has hidden Collectibles to explore as well. If you lose Taylor you can also take the opportunity to explore each scene to try and discover some of the mansion’s secrets.

Who are the other characters in the video?

Each of the characters plays a role in Taylor’s video. Once you have followed Taylor’s story we encourage you to follow the other characters in the mansion. Each of the characters contributes to the overarching story in their own unique way.

How do I share the experience?

There are three methods of sharing the experience:

  • From the Pause Menu or End Menu of the experience tap the “Share Experience” button. This will open the standard Share on Facebook dialog box. Log in with your Facebook credentials and follow the on screen prompts to share the experience.
  • From the View Collectibles screen (accessed from the Pause Menu or End Menu) tap the Facebook icon. This will open the standard Share on Facebook dialog box. Log in with your Facebook credentials and follow the on screen prompts to share a specific Collectible on Facebook.
  • From the View Collectibles screen (accessed from the Pause Menu or End Menu) tap the icon next to the Facebook icon to save the Collectible to your camera roll on your device. When you exit the app you can access saved Collectibles in your camera roll and use native sharing functionality on your device to share the Collectible across social media channels.

What is American Express UNSTAGED?

American Express UNSTAGED is an innovative music platform. Creating collaborations between globally renowned artists and directors, and using groundbreaking technologies, we take fans on unexpected, unscripted journeys with some of the world’s most exciting performers.

I’m having other issues that are not covered in this FAQ. How do I contact support?

Please tweet @AskAmex to ask for help. We appreciate your questions to ensure we are delivering the best experience possible.

What devices are supported?

The app is currently supported on touchscreen devices running iOS 7 and iOS 8 as well as Android 4.0 (Ice Cream Sandwich), 4.1 (Jelly Bean), 4.2 (Jelly Bean), 4.3 (Jelly Bean), and 4.4 (Kit Kat).

Please note that the app may run on other devices, but functionality and experience will vary

Do I need an internet connection for this experience?

The interactive music video does not require an internet connection.

Some menu items within the app do require an internet connection. For example, the non-interactive music video will require an internet connection to stream the video.

Does this app support accessibility?

The app itself does support accessibility. When loading the app in accessibility mode with voice assist enabled on your device, you will have the option to play the linear music video.

The interactive music video does not currently support accessibility options due to software limitations. We strive to provide the best experience for as many users as possible and are continually looking for accessibility options for future app releases.