• 🔎 My Moona device isn’t working properly

  In our most recently updated version, we have added a self diagnostic feature which would help to understand the potential issue with your Moona. A report of this diagnostic will automatically be sent to us. If you think your Moona has an issue, please perform this diagnostic and contact us. To perform a diagnostic you need to go to the Moona App Settings My Device Device Diagnostic Depending on your mobile phone, it could take from 5 to 10 minutes. *PLEASE DO NOT : * stop the diagnosPopular

• 🔎 I cannot connect to Moona using Bluetooth

  connection Bluetooth device failure first issu If you have never connected your Moona to your phone before: Turn ON Moona (Turn on the black I/O button at the back of the unit) Turn ON the Bluetooth of your phone from your phone's Settings Go to Moona App, in Settings Connectivity, press "Pair a new Moona Device". You will see a Moona device appear (Moona-XXX). Tap on this to pair with your Moona. Go back to the main screen of the App. The Bluetooth symbol should be GREEN. TPopular

• 🔎 How to reset my Moona device?

  If your Moona’s screen animation seems to be stuck or the device keeps restarting itself, you can try resetting its internal memory. Follow these steps: Turn OFF your device Press and hold the 3 buttons on top of the device (-, + and O) Turn ON the device while still holding the buttons Once the device is on, wait until you see the message "DEL" on the screen, then release the buttons Turn if OFF again Turn it back ON bug freeze pixel reboot reset factoryPopular

• 🔎 I am having issues with a Samsung phone or tablet

  If you have a Samsung phone from a model that had issues connecting to your Moona pod via Bluetooth, please update your phone to Android 11 and to the latest Samsung software update. Go to your phone’s Settings Software Update screen and perform the update. Reach out to our support team if you are still experiencing issues after this, through the app in Settings Support Chat tab, or send an email to: support@getmoona.com samsung troubleshooting phone connectivity bluetooth failurePopular

• 🔎 Why don't I feel the cooling?

  First, keep in mind that having a thinner pillowcase fabric should help to feel the pad cooler. Also, temperature changes are slow to gradually help you ease into sleep and out of sleep. So maybe you just need to give the product a few more minutes to reach the desired temperature (especially in extreme room conditions). If you don't feel the cooling, check that you correctly placed the pillow pad: above your pillow, with UP written on the tube facing upwards, and ensure the foam squares arSome readers

• 🔎 My Moona seems to start/stop several times after I first launch it

  Immediately after launching the Moona, you can hear it starting and then stopping 3 times. It is actually Moona priming. The pump in your Moona starts sending water through the pillow pad, chasing air out and adjusting its speed, depending on how you set-up Moona and what Mode you've selected. The noise will stop after 1 minute so don't worry, it won't bother you during the night. night launch noise start stop beginning pumpSome readers

• 🔎 My update didn't go through

  For an update to go through make sure that: Your phone's Bluetooth is ON and the Moona is ON You are connected to the Bluetooth (On the App main screen, the Bluetooth symbol is GREEN). If not, here is the link to know how to get your Moona connected to your phone. If your update is not going through correctly: Cancel the update, turn the Moona OFF Wait for 5 seconds Turn Moona ON again Make sure your Moona is cSome readers

• 🔎 My Moona displays a static sun

  If your Moona is stuck and displays a static sun (snowflake/spider/asterisk), try leaving the device ON for about 5 minutes to see if it disappears. If it is still stuck on the sun icon, try the following steps: Turn OFF the device using the black I/O button at the back Wait 1min and turn it back ON Wait 1min, and if it is still stuck, try the 3-button reset procedure, then repeat steps 1 and 2 Go to the Moona App Settings ConnecFew readers

• 🔎 I see "PUMP" on the screen

  If you see the "PUMP" error message on the screen when you try launching a night session with your Moona device, the main system cannot detect any power from the water pump needed for temperature regulation. Please try the following steps: Try cleaning the water tank completely and draining the pillow pad. There can be deposits building up, that prevent the pump from working properly. Here is an article on how to do that: https://support.getmoona.com/en/article/how-do-i-clean-moonas-tank-1bpFew readers

• 🔎 I have Bluetooth issues with Iphone X or 11 and version iOS 14

  Bluetooth issues have been reported on iOS 14.1 and iOS 14.2 on iPhone X and 11. After updating the software on Moona, the Moona Bluetooth connection might be lost. For those specific phones and iOS versions, the Bluetooth connection can also fail to reconnect during normal use. To fix this issue : Go to the Bluetooth Settings in your phone Select the Moona in the Bluetooth device list (moona-xxx) Click on "Forget the device" Go back to Moona app and connect again the BluetoothFew readers

• 🔎 I see "HTS" on the screen

  If you see "HTS" on the screen when you try launching a night session with your Moona device, it means the main system cannot get data from one of the temperature sensors needed for temperature regulation. You can try the following steps: Turn off your device and unplug it from power, wait for 5 minutes and turn it on again, as it might be due to a one-time incorrect reading. If it doesn't persist, you can use your product normally. If the issue persists after repeating step 1 three (3x)Few readers

• 🔎 I see "TEC" on the screen

  If you see "TEC" on the screen when you try launching a night session with your Moona device, the main system cannot detect any power from the cooling element necessary for temperature regulation. You can try the following steps: Turn off your device and unplug it from power, wait for 5 minutes and turn it on again, as it might be due to a one-time incorrect reading. If it doesn't persist, you can use your product normally. If the issue persists after repeating step 1 three (3x) times, pFew readers

• 🔎 How to troubleshoot cooling issues

  In order to test the cooling of your device, here are some steps you can go through: Gently remove the snap buttons on the pillow pad's fabric cover to reveal the plastic pad with water channels Set the temperature profile to extreme temperatures: 35ºC, then 18ºC, then 35ºC Launch a night session of at least one hour in total duration Check if the water is circulating properly in the pillow pad's water channels, and that there is enough water flowing through (the water channels sFew readers

• 🔎 I see "WT" on the screen

  If you see "WT" on the screen when you try launching a night session with your Moona device, it means the main system cannot get data from the water temperature sensor needed for temperature regulation. You can try the following steps: Turn off your device and unplug it from power, wait for 5 minutes and turn it on again, as it might be due to a one-time incorrect reading. If it doesn't persist, you can use your product normally. If the issue persists after repeating step 1 three (3x) tiFew readers

• 🔎 I cannot connect to Moona using WiFi

  If you cannot connect the Moona device to your WiFi network, follow these steps: 1) Check that Bluetooth is enabled on your phone 2) Check that the Moona device is turned ON 3) Check that you are connected to Moona using Bluetooth (you should see a Bluetooth icon on the top left of your main screen in the app) 4) In Settings Connectivity, tap "Change WiFi" to launch a new WiFi scan 5) Turn Moona OFF then back ON and repeat step 3) and 4) If it still doesn't work,Few readers

• 🔎 My sleep data is missing

  After waking up, you connect to Moona but your data is missing. This may be due to the following reasons: If you still don’t find your sleep data but you see the entry in the "Sleep Data" tab ofFew readers

• 🔎 I see a blinking "water drop" icon on Moona's screen

  If you see a blinking drop on the screen it means that Moona needs more water to function properly. To fill it up again, make sure the device is still turned on, then: 1) Open the flap at the top right side of the product 2) Add 200ml (1 cup) of demineralized water 3) Press the "O" button on the device to let the pump circulate water. You should see a ". . ." loading animation on the screen of the device 4) A "checkmark" should appear, indicating the water filling is done! If aFew readers

• 🔎 I want to delete my data

  If you want to delete your data, click on the "Delete personal data" button in Settings My account. data remove protect deleteFew readers

• 🔎 I have a message telling me that my Moona is disconnected

  If you receive this error message "You must connect a Moona", you must match your Moona. Click on the "Pair Moona device" button in Settings Connectivity. disconnect message fail device notificationFew readers

• 🔎 I have temperature issues

  First, keep in mind that Moona uses smooth temperature changes and it might take some time for the product to reach a cool temperature in a warm environment. We advise you to put in cold water during hot periods and/or to start your Moona 1 hour before you go to bed. Also, we recommend taking a cool shower before you go to sleep. If the temperature doesn’t seem to drop as expected, it can be due to different reasons. Follow these steps to fix the problem: Check the temperature settings. TrySome readers

• 🔎 My question isn't listed above

  Sorry! Please reach out to us directly using the chat or email: support@getmoona.com contact mail search questionsFew readers

• 🔎 I have noise issues

  When it is used, the noise emitted by your Moona comes mainly from the pump that is immersed in the water and regulates the temperature, and the fan that turns on if necessary to cool the system. We recommend you to try our new "ZEN Mode" which helps you to keep the fan turned ON always and control its speed ( Moona App Settings My Device Zen Mode Toggle button). This generates a "white background noise" which will reduce your perception of noise duriSome readers

• 🔎 The water in my Moona is cloudy

  In rare cases, the water in your Moona can become cloudy, with dust and residue seeping into the water tank to interfere with the proper flow of water. The water is dirty: it’s time to clean your device! Take a look at our article on how to change the water of your Moona: 🛌🏻 How do I change the water ? water dirty color smellFew readers

• 🔎 I feel a jolt or hearbeat in the pillow

  If you are feeling a jolt or a heartbeat in your pillow, it can be as a result of a few variables. When you launch a night mode and the pump is primed, you may experience this thumping sensation from your pillow. No worries in this case, wait for a few moments to pass. If it does not pass, it may be one of the following: Poor water circulation. Check that the hose connecting the bedside device to the pillow is well connected and not pinched/twisted. In addition sometimes air bubbles gFew readers

• 🔎 I hear air bubbles in my pillow

  Air bubbles can sometimes form in your Moona and this can impact its proper functioning. To remove air bubbles, you can shake, tap or tilt your pillow (with water circuit tubes up) when the Moona is running. noise air pillow soundFew readers

• 🔎 My Moona overflows

  Filling your Moona is sensitive, which is why it has to be done under very specific conditions. The ideal case to fill the tank is to come and add the water directly in the situation of use - the bedside device near your bed and the pillow on the bed - and when your device is turned off or it asks for water (it stays on but the pump stops). The maximum content of your Moona is about 800ml, which is why we advise you not to exceed this quantity during a complete filling and to always add watFew readers