Support

Contact us

Email support@sansavision.com. Include the email address you use with Moonsong and, if it's about a song, the project name. Please don't send your sign-in code or link; we never need it.

Before writing, the Status page shows whether generation or purchases are currently paused.

Signing in

• Enter your email in the app and choose a 6-digit code or a sign-in link. The email comes from auth@moonsong.my; check spam or promotions folders.
• Codes and links expire after a short time and each works once. If one has expired, request a new one and use the most recent email.
• Opened the link on a different device, such as a computer? Links open the app on the phone where it's installed. Request a 6-digit code in the app instead.
• Too many attempts: wait a few minutes before trying again. This limit protects your account.

Generations

• "Checking your generation" means the connection to the provider was interrupted and we're confirming the outcome. You can leave the app; the result appears in your library when ready, or your credits are restored if it can't be delivered.
• Failed generation: technical failures restore credits automatically. You'll see this in your wallet history.
• Blocked request: the safety check stopped it. You can rephrase, or ask for a human review (see Appeals below).
• Words not sung exactly: AI performance varies. Try a new take, simplify lines or add pronunciation hints. A valid take you don't like isn't refunded automatically, but tell us if something is seriously wrong.

Purchases and subscriptions

• Credits missing after a purchase: use Restore Purchases in the app while signed in to the right account. If that doesn't help, email us the date and product (never your payment details).
• Cancel a subscription: on iPhone, Settings → your name → Subscriptions → Moonsong. On Android, Google Play → Payments & subscriptions → Subscriptions → Moonsong.
• Refunds: request them from the store you bought from, which decides them: Apple at reportaproblem.apple.com, or Google through Google Play's refund page.
• Credits from credit packs never expire and work without a subscription. Plan credits refresh every month and don't roll over. See Pricing.

Export and storage

Exports are always free. Songs and covers are kept in your library for 24 months from creation, with reminders 90, 30 and 7 days before routine deletion. Export anything you want to keep long-term to your device.

Privacy and account deletion

• Delete your account in the app: Profile → Privacy & data. See Delete your account.
• For access, correction or a copy of your data, email support@sansavision.com with the subject "Moonsong privacy request". See Your GDPR rights.

Sharing a song

• Songs and playlists are private until you share them. In the app, open a song or playlist, tap ••• and choose Share link…, then pick Public link or Public with passcode.
• A passcode is shown only once when you save it. If you lose it, choose Change code; the old code stops working.
• Make a new link turns the old link off. Choosing Private turns sharing off completely.
• If the app says your song can't be shared, the automated safety check found something that may break our content rules. You can ask a person to review it (see below).

Report a shared song

If a shared song or playlist is offensive, abusive, illegal, or uses material without permission:

• Use the Report link at the bottom of the shared page. Choose a reason and, if you like, add details. You don't need an account.
• Or email support@sansavision.com with the subject "Report", the link (moonsong.my/s/…) and what is wrong. You can also report a user this way.

We review reports, normally within 24 hours. A page that several people report is hidden automatically while we review it. We remove content that breaks our rules for shared content and can remove sharing from an account or close it. For copyright, a notice as described in Notice and takedown helps us act quickly.

Report content and appeals

• Rights holders: send a notice as described in Notice and takedown.
• To appeal a blocked request, a hidden shared page or a restriction, email support@sansavision.com with the subject "Appeal". A person reviews every appeal.

Company details

Moonsong is made by Sansavision, a division of Sansa Group AB (org. nr 559111-9507), Soldathemsgatan 20, 415 28 Göteborg, Sweden.