FAQS

Our Vision is to help a billion families become happier and healthier, by helping kids sleep and teaching them the magic of mindfulness.

Product

Moshi’s content is suited for children of all ages, from 0-10+.

-Moshi Sounds feature white and colour noise tracks perfect for babies.

-Infants and toddlers are better equipped to calm down from tantrums, deal with big transitions, and learn critical social-emotional skills by listening to Moshi Moments, Music, and Stories.

-Children age 5-10 will enjoy all areas of Moshi, from bedtime through to breathing.

-Older children love falling asleep to Moshi Sleep Meditations or doing homework to focus-inducing Moshi Music. It even helps some parents drift off to sleep!

Moshi is a safe space for you and your child to explore challenging moments. Whether it’s trouble sleeping, a first day of school or simply creating 5 minutes of calm, Moshi will be there alongside you.
You can use Moshi at any time of the day, from meditations or music in the mornings to Moshi stories for your bedtime routine. Bite-sized meditations and breathing exercises will help your children relax and calm down whenever they need it the most.

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; this relaxes kids into a wonderfully restful state. We always suggest using Moshi after your normal bedtime routine.

We publish at least one new original track on a weekly basis, This could be a story, music, sound or meditation. We also publish 3 new additional stories once a month under the ‘Series’ section.

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.

Subscription Questions

For full legal Terms and Conditions please click here.

The app is free to download and contains some free content. However, you can activate a 7-day free trial.

Click the ‘start free trial’ button to start a 7-day free trial to access all of our stories, meditations, music and sounds. Cancel at anytime,  at least 24 hours before the end of the trial.

– Over 400 pieces of original audio stories, sleep sounds, music and meditations
– One or more new tracks added every week
– Relaxing audio stories that follow the natural pattern of sleep to help kids gently drift off
– Guided meditations and deep breathing exercises designed to help children relax, reduce anxiety, and manage negative thoughts
– Access to all content across 3 devices
– Personalised playlists or Moshi playlists for multiple family members and occasions

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.moshikids.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.

If you login to your Moshi account, then tap on the Settings icon on the app home screen.

Tap “Manage Subscription”. You will see your current subscription status. You will be able to cancel here if you have an active subscription purchased directly via Moshi.

The button at the bottom will take you to your provider’s subscription management page if you have not purchased directly with Moshi.

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 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.

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. Your 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.

You can cancel your subscription plan, by following the steps below:

If you signed up through our website, moshikids.com :

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.

If you are using an Apple device details of how to cancel your subscription can be found here – https://support.apple.com/en-gb/HT202039

If you are using a Google device details of how to cancel your subscription can be found here – https://support.google.com/googleplay/answer/7018481?co=GENIE.Platform%3DAndroid&hl=en

If you are using an Amazon device details of how to cancel your subscription can be found here –
https://www.amazon.co.uk/gp/help/customer/display.html?nodeId=201357590

You will need to ensure that you follow the directions and have cancelled your Subscription plan to ensure that no further fees are charged.

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. Your account will be charged for renewal within 24 hours prior to the end of the current period or trial.

You now need to create an account to unlock the full Moshi experience.
Sign up or Login to your account to unlock all the content within your subscription. 

If the content appears locked after logging in, open the Settings menu (from the top of the home screen), select Manage subscription and tap “Restore Subscription”.  This will restore your paid content to your account and device.

Subscription purchases are tied to the primary Google account that you set up in the Google Play store when making the purchase. After you subscribe, you will be asked to create a Moshi account. As long as you login with the same 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. 

If the content appears locked after logging in, open the Settings menu (from the top left of the home screen), select Manage subscription and tap “Restore Subscription”.
Note that having two Google Play accounts on your device may cause issues.

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 and Mindfulness’! We do currently offer these as a printable Gift Certificate or they can be sent directly to the recipient. Simply click on ‘GIFT MOSHI’ at the top of the website and you can begin your gifting experience. If you have any further queries about gifting, please pop us an email to giftofsleep@moshikids.com and one of the team will help.

Technical Questions

You can install Moshi on the following devices:

  • Apple devices with Minimum iOS 12.0 or above.
  • Android devices with Android NOUGAT (7.0) or above.
  • Kindle Fire OS 6 or above

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.

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@moshikids.com

If your iOS is below 12.0 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

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 Smart TV as long as you’re on the same network.

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 to your device*.

To download a story on your device:

  • Start playing the track
  • Tap the Cloud icon in the top left corner.
  • Once the story has been downloaded, this track will appear in the ‘Downloaded’ tab in the ‘Library’ section at the bottom of the screen

Unfortunately, if you are already offline, you will not be able to download a story. All downloaded stories are stored on your device*, only if you have enough storage capacity.

    When launching the app while being offline you will only be able to open the profile you last used

    You can delete downloaded stories from your device by tapping the “Settings” icon on the home screen and selecting “Delete All Downloaded Stories”

    *Please note that downloaded stories require the Moshi app to be played, they cannot be played without it

Account Management

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.

Yes, after you install the app you will be asked to create an account (or login with your existing account).

You can still use the app without a subscription and play our free content, but you will need an account either way.

You will be asked to sign up immediately after launching the app. Creating an account should take less than 5 minutes. Simply enter your name, email address and password.

If you have tried to log in but your email is not recognised, it may be that you have not created an account with us yet. Please go ahead and create the account, on the device that has the subscription and you should then be able to login. If you need any help, please email us at support@moshikids.com

We customize the app and our messages to you based on your child’s age and interests. We may also use this information when you contact us with any questions you may have to ensure we give the appropriate response.

All personal information we hold will only be used by Moshi and will never be shared with any third parties. You can also delete personal data at any point from your account.

For more info on how we store and manage your data, please check our privacy policy.

Yes, when you subscribe to Moshi 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 devices with Minimum iOS 11.0 or above.
  • Android devices with Android NOUGAT (7.0) or above.
  • Kindle Fire OS 6 or above.

Yes! Existing subscribers now need to create an account to unlock Moshi.

To Sign up, follow these steps:

  • Tap on Settings icon on top left corner of the home screen
  • Select “Sign up”
  • Register following the steps in the form

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@moshikids.com and we will help you to log back in.

To edit your account information:

  • Open the Settings menu (from the icon in the top corner of the home screen).
  • Make sure you are logged in and select Edit at the top of the screen under your name and email address. 
  • You can update your First name and Last name and tap Save.
  • You can also update your email address.

You can also log in to your profile via app.moshikids.com/profile to edit your account information. 

If you do not remember your email address, please pop up an email at support@moshikids.com and the team will be able to help.

You cannot yet delete your account from the app.

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

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.

Profiles

When you sign up to Moshi for the first time, or if you update the app to our 7.0 version, we will ask you to create a profile by adding the name and age of each child . We assign an icon to easily identify each profile.  It can be changed in Settings after on-boarding is completed.

Creating individual profiles for each child will enable us to tailor content recommendations for their age group, interests, and their family’s needs, giving them the best possible experience with Moshi. They’ll be able to create their own playlists and  favourites.

We added a sprinkle of Moshi Magic by allowing them now to choose an adorable Moshling for your profile picture as well.

This information is used to ensure that you enjoy using the app to the fullest extent possible. More information can be found here.

Your profile picture can be selected in your account settings.

  • Tap the profile icon in top left corner
  • Select Manage profiles
  • Choose the profile you want to edit
  • Select an icon and Save

Once you have created your profile(s), you can always edit each profile’s interest by selecting the profile icon in the top left corner.
Select the topics you are interested in for each child, and Save.

To edit the interests for another profile, select the second profile and switch profiles before editing the interests.

  • Tap the profile icon in top left corner
  • Select Manage profiles
  • Choose the profile you want to edit
  • Edit the name or date of birth

The following steps will guide you through deleting a profile:

Tap the profile icon in top left corner
Select Manage profiles
Choose the profile you want to delete
Select Delete profile
Important: When deleting a profile, you will remove all playlists and favourites tracks linked to this profile.

We’ll be adding new profile icons periodically. Want to have a say on which icons are coming next? Join our Generation Moshi Facebook group where you can submit your ideas and vote in our polls!

Parental gates present an adult level task that must be completed in order to proceed. In apps aimed primarily at children, this has become a requirement.
Moshi has added in the parental gate pop-up in 2 places:
– for free users when trying to access a subscription sign up
– for all users when accessing the Settings menu (from the profiles page)
The birth year needs to be between 16 and 100 years old to continue. (If you’re over 100, we don’t mind you fibbing!)

Amazon Alexa

First, you need to download the Alexa app and go to the Skills section. Search for the Moshi Kids skill and enable it for your Alexa devices. For access to the all non-interactive tracks from Moshi library, you will need to link your premium subscription.

Once you have enabled the Moshi Kids skill in the Alexa app, you can link your Moshi account in the Settings section of the Moshi Kids skill. Select Settings and choose Link account, then you will need to enter your Moshi credentials. (These are the email and password you use to sign into the app).

Once your account is linked, and you have an active subscription,
you will be able to access all non-interactive tracks from Moshi’s premium subscription library for as long as you are subscribed.

If you are not currently a subscriber, and would like to be, please go to moshikids.com or download the Moshi app, and follow the onscreen prompts.

Non subscribers can access a selection of free tracks via the skill by saying:
Alexa, ask Moshi Kids to play a free track.

Alexa, open Moshi Kids then say “Play Close Your Eyes SleepyPaws” or
Alexa, ask Moshi Kids to play “Close Your Eyes SleepyPaws.”
You can ask for any of the stories by name.

The best way to find tracks is to add them to your favorites list. When you open Moshi Kids and ask to play your favorites, Alexa will provide you choices from your favorites.

“Alexa, ask Moshi Kids…”

…to play the latest story.
…to pick a story for me.
…to play a calming story.
…to play a Nap time story.
…to play my favorites.
…to play my playlists.

You can always ask Alexa to “Start again” to go back to the original choices,
Or ask to “Repeat” the options
Carry on with confirming one of the options.

Please note that we recommend adding your most loved tracks to your favorites or to a custom playlist to make the most of Alexa.

Alexa will often drop out of the skill if it doesn’t understand a few statements. Please try starting again with Alexa, open Moshi Kids.

If you have just finished listening to a story, you will need to invoke the skill again by saying Alexa, open Moshi Kids before asking to play something else. Try creating playlists to listen to your favorite stories together.

Moshi Kids is optimised for Amazon Echo devices. Other Alexa-compatible devices may be able to launch the Moshi Kids skill.

A few suggestions to help Alexa understand:

*To make sure that Alexa hears you, move your device away from walls, other speakers, or background noise.
*Speak naturally and clearly.
*Rephrase your request or make it more specific. For example, if you want to listen to a SleepyPaws story say Alexa, ask Moshi Kids to play Close Your Eyes SleepyPaws.
*Set up a voice profile to train Alexa on your pronunciation.
*Check your voice history in the Alexa app to see what Alexa is hearing.
*Unplug your device and then plug it back in.

Moshi Kids is currently only available for English (GB) and English (US). Please check under Settings > Device Setting to check the language of your Alexa device.  It is also only currently available to those in the UK, USA, Canada, Australia & India.

Spotify

Start by logging into your Spotify account in the Spotify app. You can then search for ‘Moshi Kids’ and filter by ‘Podcasts & Shows’. The Moshi podcasts can be accessed by tapping the lock icon. The next step is to link your Moshi account by entering your credentials. This is your email address and password that you use to access the app. If you are a Moshi subscriber, you’ll have access to the majority of the content on Spotify.
You can find a complete list of instructions below once you’ve tapped on the lock icon:

  • Click on ‘Get Access’
  • Link a Moshi account to Spotify: Click ‘Link account’
  • You’ll be redirected to the MoshiKids website
  • Log in to your Moshi account
  • You’ll be shown a Spotify confirmation screen
  • If happy, click ‘Agree’
  • You’ll then be prompted to go back to Spotify
  • You need to be logged into Spotify to see the options for linking accounts.

    No, you can only link one Moshi account to one Spotify account.

    To unlink your Moshi account from Spotify:
    Login to your Spotify account via the Spotify website.

  • Go to the Linked accounts page.
  • Click Unlink next to Moshi
  • You will no longer be able to access all Moshi content via Spotify.
  • More information in the link below:
    https://support.spotify.com/us/article/unlinking-your-spotify-account-from-third-party-creators/

    You can listen to all the Moshi Stories, Meditations, Lullabies, Sounds and Music on Spotify via 4 different podcasts. Unfortunately, the Series and Breathing exercises will not be available on Spotify.
    Find your Moshi Playlists, favorite tracks, and recommendations in the Moshi app only.

    Yes, of course! Each track can be downloaded and added to your Spotify library for offline playback by clicking the download arrow.

    Subscribe to Moshi via the Moshikids app or at https://app.moshikids.com/sign-up

    All brand-new weekly content will automatically be released on Spotify in each of the corresponding podcast feeds. However, Monthly Series will only be available in the app.

    Free Promo Codes

    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@moshikids.com.

    • Go to Moshi Sleep website https://app.moshikids.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.

    Refer a friend

    There are some bonus tracks available as an added extra for our free users* to unlock.

    You can view all the bonus tracks by tapping one of the locked tiles.

    *These tracks are now included with the premium subscription.


    When you invite friends to Moshi and they sign up for an account (after clicking on the link you sent them), this will count as a referral.

    You will be notified in the app and with an email every time a friend you referred joins Moshi.

    Each track will require a certain amount of referrals. The amount you need to unlock the next track will show on the top left corner.


    When enough of your referred friends join Moshi, you will receive an email from us and you will be notified in the app.

    The lock will disappear from the track and you can then play the story like any other. A little star shows on the top left corner too.

    They will always be unlocked once the padlock has been opened and you are signed in to your account. If you become a subscriber, you’ll still have these tracks plus many many more!