FAQs

Moshi is designed for kids but it can be enjoyed by any age group,  babies, toddlers, infants, children, teenagers, and even adults!

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.

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.

The content for subscribers is updated on a weekly basis. This could be a story, music, sound or meditation.

You can now create multiple playlists. To start by creating your own playlist of Moshi tracks, tap on Playlists at the bottom right tab of the navigation menu:

• Tap the “Create a New Custom Playlist” button at the top of the screen.
• Give your playlist a name and tap the button “Create playlist”.

You can create up to 30 custom playlists!  You will find a list of your custom playlists under the “Playlists” tab in the Playlists menu.

You can add tracks to your playlist from your favorites which you can find under the Favorites’ tab by tapping the “add to playlist” icon at the top right corner of the track.

You can also add tracks to your custom playlists from the player by tapping the “add to your playlist” icon. You will find a list of all your custom playlists under the “Playlists” tab. You can reorder by holding & pressing on the track’s cell.

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

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

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 the ❤️ icon on the player

You will find all the tracks you have added to your favorites in the Favorites’ tab in the Playlists’ section.

To remove a track from your favorites:

• Head to the track you wish to remove
• Tap the ❤️ icon at the bottom left side of the tile
• Tap the ❤️ icon on the player

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.

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 first 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 currently via an Android device only.

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.

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.

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

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.

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”.

You can still use the app but you won’t be able to receive new content or features. If you need help with your subscription, please contact us directly so we can advise, our support email is support@moshisleep.com

If your iOS is below 13.0 but you’ve downloaded the Moshi app previously, please see the link below for instructions on downloading an earlier version of Moshi.
https://support.apple.com/en-gb/HT211841

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.

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.

• 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.

Tap on the Settings icon on the app home screen and tap “Restore Subscription”. This will restore your paid content back to your device.

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.

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.

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.

It is not currently possible to buy individual stories.

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.

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.

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.

• 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.

If you cannot remember your login details, please contact us at support@moshisleep.com and we will help you to log back in.

You cannot edit your email address in the app, however, it is possible by logging in to your profile via https://app.moshisleep.com/profile.
Select the edit button and enter your new email. Please note that this will log you out from your account until you verify and log in with your new email.

You cannot yet delete your account from the app.

Please contact us at support@moshisleep.com and we will help you with deleting your account.

For more info on how we store and manage your data, please check our privacy policy https: //www.moshisleep.comm/app-privacy/.

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 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.

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.

• Go to Moshi Sleep website https://app.moshisleep.com/subscribe/redeem
• If you do not have a Moshi account, you will be asked to create one with your email and password (please do not forget to verify the account from the email we send to you). If you already have one, you will need to log in.
• Please do not enter any payment details at this stage.
• Enter the code on the “Redeem your code” screen.
• Download or open the app.
• Navigate to the Settings menu to login.
• The content to all of Moshi’s Sleep and Relaxation will then be unlocked.

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.

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 or Day & Night menus, tap the present icon in the top right hand corner or tap ‘Gift 1 month to a Friend’ 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.

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.

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.

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.