What information should I include in a Moonfade playback support request?

When playback does not stop as expected after a Moonfade timer ends, support needs four facts first: your Android version, your phone model, which media app was playing, and exactly what you observed at the ending. Describe the countdown and the separate volume, player-state and display observations rather than one overall pass-or-fail result. Official product overview.

Playback behavior depends on the media app and the Android device. Moonfade lowers the Android media-volume stream and requests audio focus when the timer ends, and whether a player pauses depends on that player and device. The official support page puts it plainly: media apps and devices can respond differently, so Moonfade cannot guarantee that every player pauses the same way.

The four required facts

Include all four in your first message so support does not have to ask twice:

1. Android version. Find it in Android Settings under About phone. Moonfade requires Android 8.0 or later (Android version guide).
2. Phone model. The exact model name, not just the brand.
3. Media app and device. Name the app that was playing — for example the specific music, podcast, audiobook, or video app — and note whether you were listening through the phone speaker, wired headphones, or Bluetooth.
4. What you observed, keeping each stage and outcome separate:
   • Countdown: did the active timer notification count down to zero?
   • Fade (media volume lowering): did the media volume audibly drop? If so, over roughly how many seconds?
   • Player state: did the player pause, continue progressing, or remain unclear?
   • Display: did the screen turn off and lock, stay on, or remain unclear?

Keeping these apart matters because a quieter player is not proof that playback paused, and a paused player is not the same as a locked display. Moonfade lowers Android's media-volume stream; it is not a control for every phone sound (media volume versus Android sounds).

Include your Moonfade ending settings

Record the actual playback and display-ending settings after any required Device Admin activation:

• Was Stop audio & video enabled in Moonfade Settings? Support asks you to check this first when playback does not stop as expected (Stop audio & video setting).
• What fade length was selected, from 0 to 60 seconds? The fade begins after the countdown ends, not during its final seconds (countdown and fade order).
• Was Turn off the screen enabled after activation? Device Admin activation enables that setting. State what was actually set for the run, not an earlier switch choice.

Also note the timer duration you used. A long fade on a short timer makes the ending stage easy to misread. Keep the actual settings unchanged while observing the run. Disabling Turn off the screen removes Device Admin access, and another in-app Start requires activation again; do not change permission during a countdown to create a playback-only test.

Confirm a short test before writing

Reproduce the problem with a short timer in the same media app, using the same fade setting. Start playback in your usual app, open Moonfade, choose a duration, and tap Start; then complete any prompted Android Device Admin activation for screen lock before the countdown can begin — the in-app Start flow requires this activation in the current version. Then watch the whole ending stage — countdown, fade, and playback response — and write down what happened at each point.

If you changed media apps recently, run the test in the new one before reporting, because player response can differ between apps (retesting after changing media app). You can also follow the dedicated media-keeps-playing troubleshooting guide.

The original printable compatibility method and blank record can help you prepare the observations on paper or in local notes. The resource collects no online worksheet notes/results and reports no tested-device findings. Keep interrupted or unclear observations inconclusive; silence or display darkness cannot establish playback pause or internal request acceptance.

For Pro or restoration issues only: the order ID

If your question is about Pro or restoring a purchase, include the Google Play order ID for the purchase. The support page directs you to restore from the Moonfade Pro screen using the Google Play account that made the purchase, and to email support with the order ID if Pro remains unavailable (restore Pro guide).

Never send card numbers, bank information, passwords, or authentication details. The support page states this directly: do not include card, bank, password, or authentication information in a support email.

Keep playback reports and purchase reports separate. A Pro order ID does not help diagnose a player that kept playing, and playback observations do not help restore a purchase.

What not to include

• Permissions or setup questions that are already answered by the screen-lock permission walkthrough or the installation link.
• Speculation about why the app "failed" — the raw sequence above is more useful.
• Credentials, in any form.

A ready-to-send template

Android version: [e.g. 14] Phone model: [exact model] Media app: [name] | Output: [speaker / wired / Bluetooth] Moonfade timer duration: [e.g. 15 minutes] Stop audio & video after activation: [enabled / disabled / unclear] Turn off the screen after activation: [enabled / disabled / unclear] Fade length: [e.g. 30 seconds] Observed: countdown reached zero? [yes / no / unclear] Fade: media volume dropped? [yes, over about X seconds / no / unclear] Player state: [paused / continued progressing / unclear] Display: [turned off and locked / stayed on / unclear] Interruptions or inconclusive observations: [brief description, if any]

Send it to the address listed on the official support page. Response times vary; do not assume a fixed turnaround.

One relevant limit to state in your report if it applies: if the display locked as expected but the player kept playing, that is a playback-pause result, not a screen-lock failure, and describing it that way points support at the right behavior.

Get Moonfade on Google Play and run one short-timer test with your usual player. Save the observed countdown, fade, and pause result from the template above — that record is the message you will send if the ending does not happen as you expect.