Support

How can we help?

Write to us at support@moodwindow.com. We usually reply within two business days.

It helps to include your device (for example “Chromecast with Google TV” or “Fire TV Stick 4K”), the device key and app version from Settings → About & credits, and what happened.

Restore Premium on a new device

Sign in to the same Google, Amazon or Apple account you bought Premium with, open Moodwindow, go to Settings and choose Restore purchases.

Cancel a subscription

• Google Play: open the Play Store, tap your profile picture, then Payments & subscriptions → Subscriptions → Moodwindow → Cancel.
• Amazon Appstore: go to Your Memberships & Subscriptions on your Amazon account and cancel Moodwindow.
• Apple: open Settings → your name → Subscriptions → Moodwindow → Cancel Subscription.

Premium stays on until the end of the period you paid for. Lifetime has no subscription to cancel.

Refunds

Payments go through your app store, so refunds do too: request one from Google Play, Amazon customer service or Apple. If you get stuck, write to us and we will help.

Delete your data

Moodwindow has no accounts. To delete what our server holds about your device:

1. In Moodwindow, open Settings → About & credits and note the device key (it looks like XXXX-XXXX-XXXX).
2. Email it to support@moodwindow.com with the subject “Delete my data”.

Within 30 days we delete that device’s record (platform, app version, Premium status and dates), its purchase reports and any licence support gave it, and confirm by email. Daily totals contain no device key and are kept. Your payment history stays with Google, Amazon or Apple, who handle its deletion. A licence support gave cannot be restored once deleted.

A scene will not play, or looks soft

• Scenes stream from the internet. Check your connection, then open the scene again.
• Free scenes play in HD (1080p). Premium plays 4K on screens and devices that support it.
• A slow connection can make the first seconds look soft; the picture sharpens as the video loads.

There is no sound

• Check that Ambient sound is on in Settings, and that your TV or device volume is up.
• Open the sound mixer from the player and raise a layer, such as Rain or Brown noise.

Using Moodwindow in a business

You can show Moodwindow in a waiting room, spa, hotel or office you run. For several screens or other questions, write to us.