Trance support
How can we help?
Whether a session will not start, a plan will not unlock or a Party Mode room will not connect, we will sort it. Quick answers first, and an email to us if you need more.
Or write to support@cafiyn.com from any mail app.
Fast help
The things people ask most
Most questions have a one minute answer. Start here, and open the full list further down for more.
Restore a purchase
Open the Profile tab, find Subscription, then tap Restore purchases. Use the same Apple Account or Google account you bought with.
Cancel or change plan
In the Profile tab, Subscription, tap Manage subscription. Cancel at least 24 hours before renewal to avoid the next charge.
Free tier and trial
Three sessions plus the core features are free with no time limit. New users also try every Pro feature free for 3 days, with no payment details and nothing charged.
Reminders
In the Profile tab, one Reminders switch controls them all, with a morning and an evening time you can change.
Party Mode
Party Mode needs the internet and a 4 letter room code. It connects only while you are in a session, and nothing from it is stored.
Erase your data
Your journal, dream journal, scores and streaks stay on your phone. In the Profile tab, Data, tap Erase all data to clear them.
Still stuck?
Try this, then tell us
A few steps fix most problems. If they do not, a clear email means our first reply can be the answer.
Try these first
- Update the app to the latest version from the store, then close it fully and open it again.
- Restart your phone. It fixes more than you would think.
- If it is about a purchase, check you are signed in to the same Apple Account or Google account you bought with.
- Make sure your phone has some free storage and the latest system update.
- For Party Mode, check you are online and ask the host for a fresh code, because rooms close when a session ends.
What to put in your email
- 1What you did, what you expected and what happened instead.
- 2Your phone model and its system version (iOS or Android).
- 3The app version (it is in the store listing, or in the app's settings if it shows one).
- 4A screenshot, if something looks wrong on screen.
- 5If it is Party Mode, the room code and whether you were hosting or joining.
Please do not send passwords, card numbers or other payment details. We never need them.
Questions
Every question, answered
Tap a question to open it. Not here? Email support@cafiyn.com and we will help.
I paid, but Pro is still locked.
Open the Profile tab and tap Restore purchases under Subscription, while signed in to the account that bought it and connected to the internet. If nothing is found, you are most likely signed in to a different Apple Account or Google account than the one you paid with.
How do I cancel my subscription?
Subscriptions are billed through Google Play, so you cancel there. On Android, open Google Play, then Payments and subscriptions, then Subscriptions. Cancel at least 24 hours before the renewal date to avoid the next charge. Deleting the app does not cancel a subscription.
What do the plans cost?
Trance Pro is $7.99 a month or $49.99 a year, shown in your own currency by the store before you confirm. The free tier stays free, with three sessions plus the core features and no time limit.
What happens when my free trial ends?
The trial is not a subscription. No payment details are needed, nothing is charged, and it simply ends. You keep the free tier. Hosting party sessions is not part of the trial.
How do I get a refund?
Payments are handled by Apple and Google, not by us, so refunds go through them: Order history in Google Play. They decide refund requests under their own policies.
The screen went black during a session. Is that a bug?
No, it is on purpose. A minute or two in, the voice asks you to set the phone down and close your eyes. The screen fades to black on its own, the phone is free to lock, and the session finishes on sound alone.
Does Trance work offline?
Yes. Sessions and soundscapes work fully offline, airplane mode and all. Only Party Mode needs the internet, and buying or restoring a plan needs the store.
My Party Mode room will not connect.
Check that you are online, then ask the host for a fresh code. Rooms are held in memory and thrown away when a session ends, so an old code stops working. Hosting a party is not included in the free trial.
What does Party Mode share with other people?
Only the room code, the playback state and the display name you chose, which others in the room can see. It never sends your journal, scores or any other personal content, and we do not store names, IP addresses or session content.
Does Trance use my microphone?
No. Guided sessions are pre-produced recordings delivered with the app, and Trance does not record your microphone.
My reminders are not arriving.
Reminders only come if you allow notifications for Trance on your phone. Then check the Profile tab: one Reminders switch governs them all, and you can set the morning and evening times. If your phone is blocking notifications, the app shows a message about it there.
Will my journal, dream journal and score move to a new phone?
They live only on your device and are not uploaded, so we cannot read them or move them for you. A new phone starts fresh unless your phone's own backup brings the app's data back. That backup is run by Apple or Google.
How do I delete everything Trance has about me?
In the Profile tab, under Data, tap Erase all data. Deleting the app clears it too. Party Mode data is never stored on our servers, so there is nothing more for us to remove.
Please read
Trance is for relaxation and wellbeing, not medical treatment. Never use it while driving or operating machinery. It has moving, colour cycling visuals, so if you have epilepsy or are photosensitive, speak to a doctor first and stop if you feel unwell. If you are in crisis, contact your local emergency services.
We are glad you are here.
Questions, ideas or a problem we have not thought of: write to us and tell us about it.
A product of Cafiyn Innovations