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 Twilight made for a specific age?
Moshi Twilight 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 Twilight’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 Twilight 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’ll 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.

If you need to delete a track from your custom playlist swipe left or right on the track you want to remove.

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

 Technical Questions

Can I install Moshi Twilight on any device?

You can install Moshi Twilight on the following devices:

  • Apple devices with Minimum iOS 9.0 or above.
  • Android devices with Android LOLLIPOP (5.0) or above.
  • Kindle Fire OS 5 or above

A limited version of Moshi Twilight is available on Amazon Alexa and Google Assistant. (To install Moshi Twilight on Alexa you need to enable the Kids Skills).

Does Moshi Twilight work on Chromecast?
Chromecast is not currently available, but may be added in future updates.
How do I use Airplay mode with Moshi Twilight?

You can use Airplay to play Moshi Twilight 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 Twilight?
To broadcast Moshi Twilight on your Bluetooth speaker, make sure Bluetooth is enabled on your device and properly paired with your speaker.
Can I use Moshi Twilight 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 Twilight’s Sleep Stories, Music, Meditations and Sounds.

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 Twilight subscription.
  • Once there, you should see the Moshi Twilight 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 Twilight subscription where you can see your subscription status.
  • If you do not see Moshi Twilight listed here, then you have not activated a Moshi Twilight 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 makebedtimeadream.com

You can check the status of your subscription by going to: makebedtimeadream.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 Twilight 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 Twilight and register using your email and password from the Settings screen in the app, your subscription will then unlock Moshi Twilight 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 Twilight 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.

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 moshi-twilight@moshimonsters.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 Twilight 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 makebedtimeadream.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 makebedtimeadream.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

Why should I create an account?

Creating an account means you can unlock Moshi Twilight on up to three other devices. Sharing is caring!

Will my subscription work across all platform devices?

Yes, when you subscribe to Moshi Twilight and verify your account, your subscription can then be accessed on up to three devices.

These must be within the list of devices supported:

  • Apple device with Minimum iOS 9.0 or above.
  • Android devices with Android LOLLIPOP (5.0) or above.
  • Kindle Fire OS 5 or above.
Does this apply for existing subscribers?

Yes! Existing subscribers can create an account by following these steps:

  • Tap on the Settings icon on the app home screen.
  • Tap “Sign up”.
  • Register using your email and create a secure password.
  • Verify your email address.
  • Login using the same credentials on a second and third device.
What if my active subscription does not show on my account?

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.

Note that having two Google Play accounts on your device may cause issues.

Why can I only share on three devices?

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.

What do I do if I forget my password?
  • Tap on the Settings icon on the app home screen.
  • Tap “Login”.
  • Tap “Forgot password”.
  • We will then email you a link to reset your password.

If you cannot find the email, be sure to check your junk/spam folders.

What do I do if I forget my email?

If you cannot remember your login details, please contact us at moshi-twilight@moshimonsters.com and we will help you to log back in.

Can I edit my email address?

You cannot currently edit your email.

If you wish to make a change to your email address, please contact us at moshi-twilight@moshimonsters.com.

Can I delete my account?

You cannot yet delete your account from the app.

Please contact us at moshi-twilight@moshimonsters.com and we will help you with deleting your account.

What account data do you store?

For more info on how we store and manage your data, please check our privacy policy https: //www.makebedtimeadream.com/twilight-privacy/.

How do I log out?

You have 2 options for logging out from a device.

If you want to Log out from your current device:

  • Tap on the Settings icon on the app home screen.
  • Tap “Log out”.

If you’d like to log out from another device:

  • Tap on the Settings icon on the app home screen.
  • Tap “My Devices”.
  • Tap “Remove” next to the device you want to remove.

It will take about an hour for the device to be logged out.

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 Twilight 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: moshi-twilight@moshimonsters.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 Twilight 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 Twilight Sleep Stories, Music, Sounds and Meditations.
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 Twilight Sleep Stories, you can choose to subscribe to Moshi Twilight within the app.