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FAQ – Mood Messenger

FAQ

Pour la version Française : Cliquez ici. 
Find below the most common issues and related solutions for your app. 

General / How to use

You can always write an email to support@moodsms.com and explain an issue or come with suggestions for improvements. We will be glad to help you 😉 Thank you!

There are many common issues why this might occur

  • Expired credit cards or old billing addresses are a common reason for payments not to work properly
  • Low card balance
  • No payment method defined for your Google account
    How to add a payment method to your Google Play account
    – On your Android phone, go to your payment methods in Google Play.
    – Tap Add a payment method.
    – Choose the payment method you want to add.
    – Follow the on-screen instructions.

If the above do not solve your problem, please contact support@moodsms.com and describe any error code or text displayed to you. Also describe what you are trying to buy

Please write to support@moodsms.com and explain what subscription you have bought together with the purchase number you received on the email when you bought the subscription. If the email used for the purchase is NOT the same as the one for writing to our support, you need to also mention the email or forward the email received when doing the purchase

Select the menu in Mood and select assistance – Then click on “start diagnostic” and run an MMS test.
If the diagnostic doesn’t find a solution, send a message to our support with the results which contain technical information about your issue.

If you find anything, just let us know in support. Please write what you did, what you saw and what you have expected then our team will look at it and try to help you.

If you have any antivirus, memory or battery saver installed on your device, please check in their settings that Mood is allowed to run. Add Mood Messenger to their White List if possible.

If you don’t find any potential interfering apps, open the menu and select assistance – if you see an orange button with a warning, click on it to identify them.

Some devices also suspend an app after a while when not actively used. You can go into your phone setting, battery optimization and add the Mood app to the list for not being suspended.

Unfortunately Mood no longer offers the possibility of synchronizing the app with a Huawei-type watch. This is due to the US ban of Huawei.
We apologize for the inconvenience caused.

Unfortunately, it is not possible to retrieve a forgotten pattern/code.
You now need to reset the private mode:
1. Open Settings
2. Open Advanced
3. Click Reset Private mode. Your private chats will be deleted but you will be able to set a new pattern/code.

This feature isn’t available for SMS/MMS. You can only see if your recipient has received your message if the delivery report is enabled in the settings (SMS and/or MMS -> delivery reports).
In an SMS/MMS conversation:
✔️ One check mark indicates that your message has been successfully sent.
✔️✔️ A double check mark indicates that your message has been successfully delivered to the recipient’s phone.

You can delete messages this way:
Open a chat > Long press on a message and tap more messages you want to delete (or 3 vertical dots in the upper corner > “Select all”) > “Trash” icon in the upper side
You can delete the whole thread.
Go to Chats (Chat list) > Long press chat > Tap on “Trash” icon
Also you can swipe message or thread from right to the left and use menu bar (trash icon is also there)

Yes, dual sim is supported from Android 5.1 and onwards. Before 5.1 some devices have this dual SIM support and some don’t.
Mood displays the SIM receiving the message and you can also choose which SIM to use for sending.

Click on the “+” button in the typing zone and then tap either the gallery to select your picture or the camera icon to take a new picture. Before sending your picture, make sure that your data connection for your provider is set up correctly. If not it will fail.

To send SMS, it is necessary to set Mood SMS as the default SMS application.
To do this, open the settings in Mood > SMS/MMS > click on “enable SMS”.
If this does not work, open your phone settings > applications > mood > authorizations > check “SMS”.

To schedule a message, press the “+” next to the text zone and then “schedule”.
Select a date and a time, write your message and press the sending button.

Technical

If you have issues for either sending or receiving messages you can run a diagnostic test. Go to the top right menu in mood/ app settings > assistance > and click on “start diagnostic” and run an SMS/MMS test? Then send a message to the assistance with the results which contain technical information that our support team can use to help you.

This is an internal Playstore error, we suggest to try out below :
Make sure you have enough funds available
Clear Google Play Store and Services cache, find how to here
Remove and add the Payment method again
Remove Google Account and add it again

This is an internal Playstore error. Please find how to fix this here

There could be many reasons why you see an error code. Please visit this Google link to see if any of these is valid for you and how to fix them