Experience OS Support
Release scope. Premium and the in-app deletion flow below are part of the current Apple app and its service. Earlier pre-release test builds did not include them. Use the controls available in your installed version or contact us for help.
For product help, accessibility feedback, privacy requests, App Store or Google Play questions, email [email protected].
Experience OS is published and operated by Yusuf TURAN, an individual developer based in Türkiye.
Before contacting us
- For Hue discovery, confirm the phone and bridge are on the same network and local-network access is available.
- Apple TV can play picture and sound without an iPhone. To use shared controls, check the room connection on both devices. Local equipment still needs to be reachable on its local network.
- If an Experience cannot reach equipment, include the message shown in the app and your app version when you contact us.
Premium and Apple Music
In a version that offers Premium, open Experience OS Premium in Settings and choose Restore Purchases. Use the Apple Account that purchased Premium on the playback device. If Apple reports a pending purchase, wait for its approval; a pending payment does not unlock Premium. If the request was declined, you can explicitly try purchasing again. A retry is not confirmation of payment or access.
Apple Music is separate from Experience OS Premium. Check Apple Music permission and subscription on the device playing the music. Return to Experience audio to use the scene’s sound. Include the visible error and which device was playing when you contact support; do not send passwords, payment details, or pairing secrets.
Billing, renewal and refunds
Apple bills Premium to the Apple Account that bought it. Monthly and annual plans renew automatically until you cancel; to avoid the next charge, cancel at least 24 hours before the current period or free trial ends. On iPhone, open Settings, tap your name, then Subscriptions. You can also open Manage Subscription from the Premium screen where it is shown. Deleting the app or a shared profile does not cancel Premium. Refund requests go to Apple; we cannot issue or approve refunds for purchases Apple billed.
Manage or cancel an Apple subscription · Request an Apple refund
Shared-profile deletion
In versions with profile deletion, request it from the app’s profile controls. The confirmation applies to the entire shared profile and all devices currently linked to it. Stop the room first and let pending controls and light restoration finish. If the app says deletion is unconfirmed, check the connection and use the deletion retry; signing out or losing the connection is not proof that the server deleted the profile. Do not create another profile as a substitute for confirming the result. If the app confirms the profile was deleted but says local cleanup is incomplete, retry that cleanup; the message does not undo the confirmed server deletion.
Profile deletion does not cancel Premium or Apple Music. Use Apple’s subscription controls before deleting if you do not want further renewals. On Apple TV, open Settings, select your profile under Profiles and Accounts, then Subscriptions; wording can differ on older tvOS versions. See Apple’s Apple TV instructions. Deleting a profile also does not remove downloaded Experiences or every local equipment credential. The Privacy Policy explains the limited safety references, logs and backups that are separate from profile deletion.
Preparing or starting a Premium Experience in a shared room creates an admission record on our service. It is deleted automatically 30 days after it stops applying, even if you keep the shared profile; see the Privacy Policy.
On Apple devices, the app preserves a complete pending room-import and Stop recovery record, if present, in a separate device-only Keychain archive when deletion is confirmed or device access is revoked. This can retain saved playback settings and original request bodies as well as identifiers. It is separate from the service’s limited safety references and is not automatically imported into a new profile. The current implementation has no automatic expiry or in-app control to remove this archive; uninstalling may leave it in Keychain. Contact us about retained local recovery data. Revoked access by itself does not confirm that the server deleted the profile.
If your installed version does not offer this in-app deletion flow, contact the support address above about profile or privacy requests. That support route does not replace the in-app deletion flow.
Scenes and downloads
The updated collection contains 25 distinct scenes in five categories. Fireplace Night is included with the app; download the other scenes before using them offline. The original seven Experiences remain free. Premium scenes need valid purchase access to start a new session. A missing download, unavailable room output and unavailable purchase access are separate conditions; send the message you see rather than resetting your device.
Sources in the app identify footage, recordings and original sound design. Quiet Courtyard uses AI-generated artwork with authored water animation. Its picture is not a filmed real location. Contact us about source credits or accessibility concerns.
Privacy choices
You can change network access in the device’s system settings, remove local pairing in the Hue console, remove downloaded content, or uninstall the app. For diagnostic-data questions or deletion requests, use the email above.