FAQs

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Important:

If you are an active iOS subscriber and content appears as locked on the home screen, please tap on the Settings icon on the home screen and tap “Restore Subscription”. This will restore your paid content to your device.

Product

Is Moshi made for a specific age
Moshi is aimed at kids over 4 years old but it can be enjoyed by any age group. We know it works on babies, toddlers, infants, children, teenagers and even adults!
Why are there no videos or animation?
Many experts recommend not to use mobile devices before sleeping. Moshi’s enchanting audio-only content means there is no need for screens at bedtime.
Why can't I read the stories to my child?
The stories and meditations in the app have been written and designed to be read in a very specific way with calming narration, sleepy audio effects and soothing background music/sounds that relax kids into a wonderfully restful state.
How often is the content updated?
The content for subscribers is updated on a weekly basis. This could be a story, music, sound or meditation.
How do I create a custom playlist?

To create your own playlist of Moshi tracks, head to the track you wish to add:

  • Tap the + icon at the bottom of the screen.
  • Tap “Add to Playlist” on the pop up menu that appears.

You will find all the tracks you have added in the “Your Playlist” section of the Playlists menu. You can reorder by pressing the up and down arrows on the right side of each track on Android. On iOS, tap Edit at the top and then reorder by pressing the icon on the right side of each track.

If you need to delete a track from your custom playlist swipe left or right on the track you want to remove. On iOS, tap Edit and then press the red icon on the left side of each track.

You cannot edit or change the order of the suggested playlists that we have already provided.

How do I add a track to my favorites?

To add a track to your favorites:

  • Head to the track you wish to add
  • Tap the + icon at the bottom of the screen
  • Tap 'Add to Favorites' on the pop-up menu that appears

You will find all the tracks you have added to your favorites in the main Sleep or Relax section under the 'My ❤️ tab'. A white heart will also show on the bottom left of each favorite story.

To remove a track from your favorites::

  • Head to the track you wish to remove
  • Tap the + icon at the bottom of the screen
  • Tap 'Remove from Favorites' on the pop-up menu that appears
How can I set a bedtime reminder?

In the settings section please select Bedtime Reminders. You will then be able to set your preferred time and enable the toggle to include Friday and Saturday or if preferred, you can leave it disabled instead. You will need to have your notifications switched on for this feature.

 Technical Questions

Can I install Moshi Sleep on any device?

You can install Moshi Sleep on the following devices:

  • Apple devices with Minimum iOS 11.0 or above.
  • Android devices with Android NOUGAT (7.0) or above.
  • Kindle Fire OS 6 or above

A limited version of Moshi Sleep is available on Amazon Alexa and Google Assistant. (To install Moshi Sleep on Alexa you need to enable the Kids Skills and say "Alexa, ask Moshi Sleep to play a Story").

You can use the Chromecast feature to cast the app to a Chromecast enabled TV or a Google Home device.

Does Moshi Sleep work on Chromecast?

Chromecast is only available for Android right now. We hope to have it available on all platforms in the future.

Chromecast allows you to cast your favourite Moshi songs and stories to your Chromecast enabled TV, Google home devices or speakers.

Make sure your device playing Moshi and Chromecast are on the same Wi-Fi network.

Casting a single story:

  • Head to the track you wish to cast
  • Tap the cast icon on the left of the Play screen
  • Select your Chromecast enabled TV, Google home devices or speakers press play and start listening

Casting a playlist:

  • Build your playlist by adding tracks via the + icon
  • Select the playlist you wish to cast and tap the first item to begin playing the track
  • Tap the mini playback control at the bottom of the screen to expand the play screen
  • Tap the cast icon on the left of the Play screen
  • Select your Chromecast enabled TV, Google home devices or speakers and start listening

Can I still use my device while casting?

Yes! -  To use the device while casting, minimise the app. You will still be able to control the playback via the media notification found in your status bar at the top, 

  • Simply tap the top of your screen and pull down to reveal the media

Can I switch the device off while casting?

Yes! 

  • Switch off the device, you’ll see the status of the app on your lock screen
  • You can still control the song without unlocking the device :) 

Google Chromecast is a trademark of Google Inc.

How do I use Airplay mode with Moshi?

You can use Airplay to play Moshi on your Apple TV.

When playing the stories, swipe up to show the Settings pop-up and tap the Airplay icon.

How do I use Bluetooth Speakers with Moshi?
To broadcast Moshi on your bluetooth speaker:

1- Turn on Bluetooth on both your speaker and your mobile device
2- Set the speaker device to pairing mode
3- Open your mobile device Settings and select Bluetooth. Allow a few seconds for your phone to detect your second device. Once it appears, select it to pair
4- When pairing is complete, you'll see a message such as "paired" or 'connected"
5- Open Moshi and play a story. The sound should now come from your speaker

If you need further assistance, check Apple or Google explanations below:
- https://support.google.com/android/answer/9075925?hl=en-GB
- https://support.apple.com/en-gb/guide/iphone/iph3c50f191/ios
Songs keep stopping on my Android device while the app is in the background. How do I prevent this?

If Moshi tracks keep stopping whilst the app is running in the background:

  • Make sure there is enough storage space on your device and delete any unused apps to free up space.
  • If you have any optimization apps (e.g. Clean Master, Droid Optimizer) that remove status bar notifications, disable or uninstall them.
If you have already done this and the problem persists, go to your device's settings, tap on Apps and find Moshi. Then check for the following:

  • Ensure Notifications are allowed.
  • Tap on Battery and ensure that "Allow background activity" is turned on.
  • In the Battery section, Tap "Optimise battery usage" and ensure that Moshi is not enabled for battery optimisation.
Can I use Moshi offline?

If you wish to listen to a story offline, you can download it for offline use. To download a story on your device:

  • Tap the Cloud icon in the top left corner.
  • Once the story has been downloaded, the Cloud icon will have a tick in it. This means it is downloaded and can be played offline.

You will not be able to download a story if you are already offline.

On iOS, when you play a story, it will be automatically downloaded in the background. Android devices will temporarily cache the stories on your device when playing. All downloaded stories are stored on your device if there is storage capacity.

To delete downloaded stories from your devices, tap on the Settings icon on the home screen and tap "Delete All Downloaded Stories".

Subscription Questions

For full legal Terms and Conditions please click here.

Is the app free to download?

The app is free to download and contains some free content. However, you can activate a 7-day free trial to unlock access to all of Moshi’s Stories, Music, Meditations and Sounds.

 
Can I take more than one free trial?

You may only redeem the Free Trial offer once.

If you attempt to redeem a free trial having previously had one, payment for the full subscription will be taken immediately.

To activate the Free Trial you need to enter your payment information for the Subscription through our website https://www.moshisleep.com, or through Amazon, Apple or Google, but you will not be charged immediately if this is your first trial.

If you decide not to continue with your purchase of the Subscription when the Free Trial ends, you must cancel the Subscription at least 24 hours before the end of the Free Trial. If you do not cancel within this time, you may still be charged for the Subscription.

Where can I check my subscription status? Am I going to be charged again?
  • Tap on the Settings icon on the app home screen.
  • Tap “Manage Subscription”. The button at the bottom will take you to your provider’s subscription management page.

If you signed up through iTunes

You can check the status of your trial or subscription through iTunes account Settings on your device.

  • On your iPhone or iPad, go to your device’s “Settings”.
  • Tap “iTunes & App Store”.
  • Tap your Apple ID at the top of the screen and then tap “View Apple ID”.
  • Sign in if requested to do so.
  • This brings you to an Account Settings page, where you can tap “Subscriptions” to view your Moshi subscription.
  • Once there, you should see the Moshi subscription listed.

If your trial or subscription has been cancelled, you will see the expiration date listed. If it has not been cancelled yet, you will see the renewal date, along with the price you will be charged. For more information, please go to the AppStore Subscriptions page (Apple iOS): https://support.apple.com/kb/ht4098

If you signed up through Google Play

You can check the status of your subscription through the Google Play account on your device.

  • Open the Google Play store app.
  • Tap the Menu icon in the upper left-hand corner.
  • Tap “Subscriptions”.
  • Tap your Moshi subscription where you can see your subscription status.
  • If you do not see Moshi listed here, then you have not activated a Moshi subscription or free trial.

If the trial or subscription has been cancelled, you will see the expiration date listed. If it has not been cancelled yet, you will see the renewal date along with the price you will be charged. For more information, please go to Google Play Subscriptions (Android): https://support.google.com/googleplay/answer/7018481

If you signed up through our website moshisleep.com

You can check the status of your subscription by going to: moshisleep.com/login

If you wish to cancel the renewal of your subscription, select “Cancel Subscription”. You will receive an email confirming the cancellation and your status will be updated accordingly with the expiration date.

Important: Please note that for all platforms, subscriptions renew automatically unless auto-renew is turned off at least 24 hours before the end of the current period. You account will be charged for renewal within 24 hours prior to the end of the current period or trial.

Subscriptions on different platforms are independent from one another so multiple purchases will result in you being charged more than once.

My content is still locked after subscribing. How do I unlock it?
Tap on the Settings icon on the app home screen and tap “Restore Subscription”. This will restore your paid content back to your device.
I bought a subscription on my Android phone. Will it unlock on my Android tablet?
Subscription purchases are tied to the primary Google account that you set up in the Google Play store when making the purchase. As long as you use the same Google account on all of your devices, the content should unlock. In rare cases it might take up to 24 hours for the purchase to be applied across all devices. Alternatively you can create an account within the Moshi app to share your subscription on up to three devices.
I have a subscription on an iPhone. Can I use it on an Android device?

Yes, when you subscribe to Moshi and register using your email and password from the Settings screen in the app, your subscription will then unlock Moshi on up to three devices, as long as those devices are within the list of devices supported.

Why is iOS Family Sharing not working?

Unfortunately Family Sharing is not available for in-app purchases or subscriptions. However you can create an account with Moshi to share your subscription on up to three devices.

You can read more about Apple's policy here: https://support.apple.com/en-us/HT203046

The best way to share the app with family members is to log-in to another device with the account details you used to purchase.

Can I buy individual stories?
It is not currently possible to buy individual stories.
Do you offer Gift Certificates?
There is no better gift than the 'Gift of Sleep'! We do currently offer these as a printable Gift Certificate that can be given to your family or friends. To enquire about a Gift Certificate, please pop us an email to giftofsleep@moshisleep.com and one of the team will guide you through the process.

Billing Questions

Can I get a refund?

Our refund process depends on where you purchased your subscription.

If you signed up through our website

For annual subscription purchases made through the Moshi Twilight website, please contact us at support@moshikids.com for further advice. Note that we will ask for a proof of purchase.

If you signed up through iTunes

Apple handles all billing for in-app purchases. Customers who have subscribed through iTunes will need to contact them directly with any refund requests. They are typically able to honor all refund requests within 30 days of the purchase date (but this is at their discretion). You can contact iTunes Customer Support directly at https://getsupport.apple.com/.

If you signed up through Google Play

Google handles billing for in-app purchases. Customers who have subscribed through the Google Play Store will need to contact them directly with any refund requests. You can contact Google Customer Support directly at https://support.google.com/googleplay/answer/2479637?hl=en-GB.

What payment methods are accepted through the Moshi website?

We accept the following credit and debit card providers: Visa, Mastercard, Discover, JCB and Paypal.

How are subscriptions billed?

Subscriptions are set to automatically renew at the end of each billing period. Our annual subscriptions are billed as a one off up-front payment for the full year at the time of subscribing. Your account will be charged at the initial monthly or yearly rate 24 hours prior to the end of the current period.

If you made an in-app purchase through our iOS app

You will be charged with the primary payment method on your iTunes account.

If you made an in-app purchase through our Android app

You will be charged with the primary payment method on your Google Play account.

If you purchased your subscription directly through our website

You will be charged with the payment method you entered at the time of purchase. You can check which payment method is linked to your account by going to moshisleep.com/login

Please note that for all platforms, subscriptions renew automatically unless auto-renew is turned off at least 24 hours before the end of the current period.

How do I update my payment method?

If you made a subscription purchase directly through our website:

  • Login to moshisleep.com/login. Under “Payment Details”, you can see which payment method has been used.
  • Select “Edit” to update the info, enter the new credit card details and save.

If you signed up through iTunes

Please check their FAQs for how to update your payment method,

https://support.apple.com/en-gb/HT201266.

If you signed up through Google Play

Please check their FAQs for how to update your payment method,

https://support.google.com/googleplay/answer/4646404.

Account Management

<div class="faq-items">
  <div class="faq-item">
    <div class="faq-question">Why should I create an account?</div> 
    <div class="faq-answer"><p>Creating a Moshi account will allow you to save your preferences (like your favorites or your playlists) and your subscription, so it will give you the full Moshi experience. 

You can then unlock Moshi on up to three other devices and easily find your favorites on all of them. 
</p>
    </div>
</div>
  <div class="faq-item">
    <div class="faq-question">Will my subscription work across all platform devices?</div> 
    <div class="faq-answer">
      <p>Yes, when you subscribe to Moshi and verify your account, your subscription can then be accessed on up to three devices.</p>

    <p>These must be within the list of devices supported:</p>
<ul>
  
    <li>Apple device with Minimum iOS 9.0 or above.</li>
    <li>Android devices with Android LOLLIPOP (5.0) or above.</li> 
    <li>Kindle Fire OS 5 or above.</li>
 </ul>
    </div>
    </div>
  <div class="faq-item">
    <div class="faq-question">Does this apply for existing subscribers?</div> 
    <div class="faq-answer"><p>Yes! Existing subscribers can create an account by following these steps:</p>
<ul>
    <li>Tap on the Settings icon on the app home screen.</li>
    <li>Tap “Sign up”.</li>
    <li>Register using your email and create a secure password.</li>
  <li>Verify your email address.</li>
  <li>Login using the same credentials on a second and third device.</li>
</ul>
    </div>
    </div>
    <div class="faq-item">
        <div class="faq-question">What if my active subscription does not show on my account?</div> 
        <div class="faq-answer"><p>If the stories are not unlocked on your second device, it could be that the server failed to upload your receipt. Check your connection and restart the app on the device with the subscription.</p>

        <p>Note that having two Google Play accounts on your device may cause issues.</p>
      </div>
    </div>
      <div class="faq-item">
        <div class="faq-question">Why can I only share on three devices?</div> 
        <div class="faq-answer"><p>We have to limit the amount of devices that the subscription can be shared with. If you already have three devices linked to your subscription and you wish to add another, simply go into your account and remove one of the linked devices to allow a different one to be added. This can be done as many times as required.</p>
      </div>
    </div>
      <div class="faq-item">
        <div class="faq-question">What do I do if I forget my password?</div> 
        <div class="faq-answer">
          <ul>
            <li>Tap on the Settings icon on the app home screen.</li>
            <li>Tap “Login”.</li>
            <li>Tap “Forgot password”.</li>
            <li>We will then email you a link to reset your password.</li>
          </ul>
          <p>If you cannot find the email, be sure to check your junk/spam folders.</p>
      </div>
    </div>
      <div class="faq-item">
        <div class="faq-question">What do I do if I forget my email?</div> 
        <div class="faq-answer"><p>If you cannot remember your login details, please contact us at <a href="mailto:support@moshisleep.com">support@moshisleep.com</a> and we will help you to log back in.</p>
      </div>
    </div>
      <div class="faq-item">
        <div class="faq-question">Can I edit my account information?</div> 
        <div class="faq-answer"><p>To edit your account information:
          <li>Open the Settings menu (from the icon in the top left corner of the home screen).</li>
          <li>Make sure you are logged in and select Edit at the top of the screen under your name and email address.</li>
<li>You can update your First name and Last name and tap Save.
<li>You can also update your email address. Please note that changing your email address will automatically log you out from all your devices for security reasons. 
<li>You will then need to verify the new email
The verification email may hide in your spam/junk folder

You can also log in to your profile via app.moshisleep.com/profile to edit your account information. 
 
If you do not remember your email address, please pop up an email at support@moshisleep.com and the team will be able to help.
</span>
<div>If you do not remember your email address, please pop us an email at <a href="mailto:support@moshisleep.com">support@moshisleep.com </a>and the team will be able to help.</div></p>
            </div>
      </div>
      <div class="faq-item">
        <div class="faq-question">Can I delete my account?</div> 
        <div class="faq-answer"><p>You cannot yet delete your account from the app.</p>

<p>Please contact us at <a href="mailto:support@moshisleep.com">support@moshisleep.com</a> and we will help you with deleting your account.</p>
      </div>
    </div>
      <div class="faq-item">
        <div class="faq-question">What account data do you store?</div> 
        <div class="faq-answer"><p>For more info on how we store and manage your data, please check our privacy policy  https: <a href="//www.moshisleep.comm/app-privacy/" target="_blank">//www.moshisleep.comm/app-privacy/.</a></p>
      </div>
    </div>
      <div class="faq-item">
        <div class="faq-question">How do I log out?</div> 
        <div class="faq-answer"><p>You have 2 options for logging out from a device.</p>

    <p>If you want to Log out from your current device:</p>
<ul>
  <li>Tap on the Settings icon on the app home screen.</li>
  <li>Tap “Log out”.</li>
          </ul>

    <p>If you’d like to log out from another device:</p>
<ul>
    <li>Tap on the Settings icon on the app home screen.</li>
          <li>Tap “My Devices”.</li>
          <li>Tap “Remove” next to the device you want to remove.</li>
          </ul>

    <p>It will take about an hour for the device to be logged out.</p>
      </div>
    </div>
</div>

Free Promo Codes

How do the free promo codes work?

Free promo codes contain a minimum of 6 characters. Once redeemed, the code will unlock Moshi Premium content for a limited amount of time. The duration of the free trial depends on the code you are using.

You can only use one code at a time and a code can be redeemed only once per user.

Why doesn’t my promo code work?

Redeeming a code can fail if the code has already been redeemed or if the campaign has expired. Please check that you have the correct code and that you have entered it exactly as it has been provided.

Please contact us if you continue to experience issues: support@moshisleep.com.

How can I redeem a free code?
  • Tap on the Settings icon on the app home screen.
  • You will be asked to create a Moshi account with your email and password. You won’t need to enter your credit card details.
  • Enter the code on the “Redeem your code” screen.
  • Once the code is redeemed successfully you will then be able to unlock all of Moshi’s Sleep and Relaxation content.
How do I know if my code has expired?

When your code expires you will be notified in the app and all the premium content will appear locked again.

To carry on listening to the Moshi, you can choose to subscribe to Moshi within the app.

Refer A Friend

How can I gift my friend a 1 month free trial?

If you are a subscriber and regularly listen to our stories, you will be able to gift your friend a 1 month free trial.

To give your friend a 1 month free trial:

  • On the home screen, tap the present icon in the top right hand corner or tap ‘Gift 1 month free trial’ in the Settings menu.
  • Tap the Share button.
  • Send the pre-written message and link to your friend.

When your friend taps the link you’ve sent them on their mobile, they’ll be on the way to starting their 1 month free trial.

I’ve been sent a 1 month free trial from a friend. How do I redeem it?

When you have received a message from your friend inviting you to start your 1 month free trial:

  • Tap the link your friend sent you on your mobile.
  • Tap start.
  • Create a Moshi account.
  • Log in to your Moshi account.
  • Tap 1 Month free trial and confirm your payment details.

Your free trial will now be active. Important: If you have already had a 7 day trial in the past on the same platform, your payment will be taken immediately.

Why is my free gift not working?

If you installed Moshi using the link your friend sent you and you don’t see the ‘Claim your pass’ screen popping up, try clicking on the same link again.

I get the error “Oh dear, this promotional code is invalid.”

If you see this error message, it is possible that the code you have been sent has already been redeemed too many times, or that your friend is not a subscriber anymore. Try asking your friend to resend you the link.

Important: If you already had a 7 day trial in the past on the same platform, your payment will be taken immediately.