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 iPhone 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: iPhone Settings → your name → Subscriptions → Moonsong.
• Refunds: request them from Apple at reportaproblem.apple.com. Apple decides refunds for App Store purchases.
• Paid credits never expire and work without a subscription. 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.

Report content and appeals

• Rights holders: send a notice as described in Notice and takedown.
• To appeal a blocked request 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.