Technical Support

If your mobile device is in Android 6.0 or above, the problem may be resulted from the built-in battery saving settings or optimization function of Android. Please check and adjust the settings of your mobile device as follows:
a) Exempt MOOV from using any battery saving function by adding MOOV mobile app to whitelist or unmonitored list; and
b) Enable MOOV mobile app to use background data at all time (*Using Samsung Note 8 on Android 8.0 as an example, you can enable background data usage while setting up “Medium Power Saving Mode”. Handling of this settings varies by device models.) ; and
c) Exclude MOOV from using battery optimization function; and
d) Turn off data saver function, or exclude MOOV from using data saver mode.
Note: The above screenshots are examples from Samsung Note 8 on Android 8.0 for reference purpose. In view of different variations of Android devices and OS versions, we highly recommend you to check the official sites of relevant models.

Other possible reasons and solutions:
a) In case you have installed Clean Master or other battery saving apps, please add MOOV App to whitelist.
b) Please avoid other apps with sound effect to be run with MOOV at the same time as most of devices restrict audio output for 1 app at a time.

The root causes could be multiple. Please check the following information to try to solve this problem.
– For devices of Android OS Version 6.0 or above, its Doze mode will try reduce battery consumption by restricting apps’ access to network when the screen is off. It is the reason why MOOV would stop playing music. To solve this problem, please open battery optimization settings page of the phone and add MOOV app to Doze whitelist.
– You may have installed Clean Master or other battery saving apps. If so, please add MOOV app to whitelist to try to solve the problem.
– In most cases, mobile device will only allow one single app to use audio output. In case you are using more than one audio/video apps, you may try to solve the problem by shutting down all the apps and playing music with MOOV again.
We will on and on optimize and improve MOOV mobile app. Please ensure you are using the latest version, and get updated version from Play Store regularly.

MOOV supports smartphones on Android OS version 6.0 and above . For streaming and download 24 bit songs, required Android OS version 7.0 and above with MOOV Android App 3.0.0 and above.
For support to Digital Audio Player, please check the below Q&A on “Which digital audio player (DAP) does MOOV App support?”.
For other types of Android device, in case you encountered any usage problem, you may contact the manufacturer to feedback issues.

Please contact us through moovcs@moov-music.com for assistance.

iOS operating system is 13.0 or above, MOOV iOS version is 3.0.0 or above

Astell & Kern Digital Audio Players users can check MOOV Android App supporting version here.
Due to limitation of DAP, some MOOV functions and user interface display would be affected. For example, functions on share, LyricSnap! and Video are not supported.
Besides, we suggest new users to complete MOOV member registration via smartphones or desktop browser, and login MOOV account at DAP afterward.
For other DAP brands, in case you encountered any usage problem, you may contact the manufacturer to feedback issues.
For A&K with Google Play service, users can update latest MOOV version at Google Play.

Remove connected iPhone
Go to Setting > “My Account” > “Manage Logged-in Devices” > Select the device want to remove > “Remove this Device”

Remove connected Apple Watch
Go to Setting > “My Account” > “Manage Logged-in Devices” > Select the paired iPhone > “Disconnect” the related Apple Watch

Remove connected devices, please go to “Settings” > “My Account” > “Manage Logged-in Devices” > “Remove this Device”.

Go to MOOV website and login, then click “Setting” > “MOOV App logged-in devices”

It shows that your MOOV account is currently playing music online in another device. Each account can only stream / download music on 1 device at the same time.

It shows that your MOOV account is currently playing music online in another device. Each account can only stream / download music on 1 device at the same time.

You can press “Shuffle” button at any playlist, MOOV mobile app will start playing songs randomly from the playlist. Or you can go to “My Collection” > Press “Random Play”, MOOV mobile app will start playing songs randomly from your collection. If you selected offline mode, it will be play downloaded songs only.

You can press “Shuffle” button at any playlist, MOOV mobile app will start playing songs randomly from the playlist. Or you can go to “My Collection” > Press “Random Play”, MOOV mobile app will start playing songs randomly from your collection. If you selected offline mode, it will be play downloaded songs only.

We suggest you to upgrade all your devices to the latest version of MOOV in order to enjoy the best performance.

We suggest you to upgrade all your devices to the latest version of MOOV in order to enjoy the best performance.

Please check:
– Whether your device has connected to network
– If you cannot play the downloaded songs, you might exceed offline time limit. Please connect to the network and login again.
– Sufficient memory and storage space on your device
– View service plans is valid in “My Account” in MOOV app or “Settings” in MOOV webpage
If you need further assistance, please contact us at moovcs@moov-music.com.

Please check:
– Whether your device has connected to network
– If you cannot play the downloaded songs, you might exceed offline time limit. Please connect to the network and login again.
– Sufficient memory and storage space on your device
– View service plans is valid in “My Account” in MOOV app or “Settings” in MOOV webpage
If you need further assistance, please contact us at moovcs@moov-music.com.

Go to “Settings” in your device and switch on the Bluetooth function. You can play music through bluetooth after connected to your bluetooth device.

Go to “Settings” in your device and switch on the Bluetooth function. You can play music through bluetooth after connected to your bluetooth device.

If you keep playing music over 300 minutes, the dialog box will pop up asking if you would like to continue with your music. To continue, please click “Confirm”. If no response is received within the allocated response time, the system will automatically stop playing.

To play song via Airplay Speaker,
– Connect your device with MOOV mobile app and Airplay speaker to the same wifi network,
– Play a song at MOOV mobile app and you will see an Airplay icon display at audio player.
– Click on airplay icon song will be played to Airplay device

To play song or videos via Apple TV
– Connect your device with MOOV mobile app and Apple TV to the same wifi network,
– Play a song / video at MOOV mobile app and you will see an Apple TV icon display at player.
– Click on Apple TV icon song/video will be played to Apple TV

Repeat the steps. If the problems still occurs, please contact us by sending the error message and your MOOV ID to moovcs@moov-music.com.

To exit full screen mode, press “Esc” button on the top left corner of your keyboard.

You can drag forward or backward on the timeline of the music player to jump forward or rewind.

– Microsoft Windows operating system: Windows 10 (or above)
– Mac operating system: OS X 10.13 (or above)
– Browser: Microsoft Edge 16 (or above) / Firefox 51(or above) / Google Chrome 56 (or above) / Safari 11 (or above)
– Resolution: 1024 x 768 (or above)

It shows that your MOOV account is currently playing music online in another device. Each account can only stream music on 1 device at the same time.

Please make sure your computer meets the minimum system requirements. Except for the the browser, turn off other running applications to free up more system resources. Do not upload or download any files when playing video in order to minimize impact on the quality of video playback. If your computer is connected to the Internet via Wi-Fi, please check if the Wi-Fi signal is sufficient. Internet speed may also be affected if too many users are connected to same Wi-Fi access point.

“Hardware may overheat and affect stability. Please restart your PC and reconnect your broadband Internet.

Check to make sure the external speakers are correctly connected to the computer. Make sure your computer has a sound card, or sound processor, and it’s working properly. You might need to restart your audio program.

Please check your MOOV account status and the computer setting. If the problem still occurs, please contact your technical support department.

Yes. There are 3 font sizes for adjustment. The system will keep the latest settings until you adjust for the next time. Otherwise, the system will reset the lyrics font size to the original settings after redownloading MOOV App.

[Standard size]

[Enlarge]

Yes. There are 3 font sizes for adjustment. The system will keep the latest settings until you adjust for the next time. Otherwise, the system will reset the lyrics font size to the original settings after redownloading MOOV App.

[Standard size]

[Enlarge]

The control panel will be hidden by clicking “Full Screen”. The control panel will be shown again by clicking “Reduce Display Size”.

The control panel will be hidden by clicking “Full Screen”. The control panel will be shown again by clicking “Reduce Display Size”.

Click More Detail at the bottom of the control panel, song information including album, artist, composer(s), lyricist(s), arranged by and produced by will be displayed. Relevant information is offered by the right owners, thus, only partial information will be shown for particular songs.

Click More Detail at the bottom of the control panel, song information including album, artist, composer(s), lyricist(s), arranged by and produced by will be displayed. Relevant information is offered by the right owners, thus, only partial information will be shown for particular songs.

User of MOOV App iOS 4.0.4 or about, can On/Off “Dark Mode” in the Settings page.

User of MOOV App Android 4.0.3 or about, can On/Off “Dark Mode” in the Settings page.