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 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”.

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

When you sign up to Moshi for the first time, or if you update the app to our 6.0 version, we will be asking the name and age of your child(ren) .

We’ll use your answers to provide you with the best possible experience within our app. From personalized content recommendations and communications; to providing you with relevant tips and tools to help you and your family grow with us through the years of your child’s development.

If you do not wish to fill this information out, or if you are using the app for yourself, just select “It’s for me”.

Once you have entered your child’s name and age, as well as your selection of interests, you can always edit those from the settings menu, under Account settings.

All personal information 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.

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

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.