Support
Questions, problems or feedback: [email protected]. We read everything, and a bad night gets priority.
If last night went wrong
A baby monitor that drops out at night has failed at its one job, and we can only fix what we can see. The quickest way to get help is to send the log from the phone that had the problem.
Open History
On the phone that had the problem, usually the Parent phone, open the History screen from the home screen.
Tap Send Log
The app explains what the log holds, then opens your phone's share sheet. Choose Mail, or any app you like.
Send it to [email protected]
Add a line about what happened and roughly when. The log's first lines include a Report ID; it is the only way we can find the session reports of that phone.
What the log holds. When things happened and what: connections, reconnections, alerts and battery warnings, with technical details, plus the app and system version and the random ID the session reports carry. It holds no sound, no device names and no pairing details. Nothing is sent before you choose where it goes.
Quick checks
- The Parent phone alarmed in the night. That is the monitor working: it lost the Baby phone for more than about 30 seconds. Check that the Baby phone was plugged in and its network stayed up. On Android, check that Moonside is left out of battery optimisation; the app asks for this when it starts.
- No sound on the Parent phone. Check Mute on the Parent phone and the volume. The level meter moves even when muted.
- The phones will not pair. Put them in the same room, on the same Wi-Fi if possible, and try the 8-character code shown under the QR code. Pairing keeps retrying for 45 seconds on every route it has.
- "Setup incomplete" or no connection at all. Both phones need a network connection the whole time. Try the other network (Wi-Fi instead of mobile data, or the reverse).
- The alarm did not wake me. Keep the volume up; the alarm is a sound. On iPhone, allow notifications so the time-sensitive alert comes through a sleep focus.
Purchases
- Restore a purchase in Settings. It uses the store account the purchase was made with.
- Refunds are handled by the App Store or Google Play, under their own policies.
- The trial ended early? The 3 days run from the first pairing, not from install, and the app warns the evening before. Write to us with what you saw.
Your data
There is no account to close. History, sound clips and pairings can be removed on the phone itself. To have the anonymous purchase record or the session reports deleted, see Deleting your data in the privacy policy.
Good to know
Moonside needs two devices, each with a network connection. The app's own screens are in English. Moonside is not a medical device and does not replace adult supervision.