Support
Help with MediaPond.
MediaPond is made by a small team and a person reads each message. Write to hello@mediapond.io and expect a reply within two business days. The notes below solve most problems faster than email can.
Contact
Email support at hello@mediapond.io. That link opens a message with the useful questions already in it. There is no MediaPond account, so support cannot look you up by name or email address. The two IDs described below are how your install and your subscription are found.
What to include
- What you did, what you expected, and what happened instead.
- The brand and model of the TV, streamer or speaker involved.
- Your phone or tablet model and its OS version.
- Your MediaPond Install ID. In the app, open Settings, then This Device. The ID is shown there with copy and share buttons.
- For purchase questions, your RevenueCat App User ID from the same screen. It is what links a subscription to your install.
Send diagnostics from the app
Settings, then This Device, has a Send diagnostics option with room for a note. It sends app logs, your device and room configuration, and app and system information to the developers. It does not include passwords or pairing keys. Send it right after the problem happens, then mention in your email that you did, along with your Install ID.
A device is not found or stops responding
- Check that your phone or tablet is on the same Wi-Fi network as the device. Guest networks and VPNs commonly block local control.
- On iPhone and iPad, open the system Settings app, find MediaPond, and confirm Local Network is switched on. Without it the app cannot see anything in your house.
- Make sure the device is powered on for its first pairing. Some TVs drop off the network in standby until network standby or a quick start mode is enabled in the TV's own settings.
- If a device worked before and no longer does, its address may have changed. Open it in MediaPond under Settings, then Providers, and pair it again.
- Restarting the TV or streamer clears more problems than it should. Try it before writing in.
Premium, billing and refunds
Premium is sold through the App Store and Google Play, and the store handles payment. MediaPond is only told whether a subscription is active.
- Premium is missing after a reinstall or on a new device. Open Settings, then MediaPond Premium, and choose Restore purchases while signed in to the same Apple or Google account that bought it.
- Cancel or change a plan. On iPhone and iPad, open the system Settings app, tap your name, then Subscriptions. On Android, open Google Play, tap your profile picture, then Payments and subscriptions. Deleting the app does not cancel a subscription.
- Refunds. Refunds are decided by the store that took the payment. Apple handles requests at reportaproblem.apple.com, and Google handles them from your Google Play order history.
- Ads still showing with Premium active. Use Restore purchases first. If they remain, email support with your RevenueCat App User ID.
Advertising and your choices
The free tier is supported by advertising. You can review or change your ad consent at any time in the app under Settings, then Ad privacy. An active Premium subscription removes ads from the app.
Privacy and data requests
There is no account to delete, and your rooms, devices and pairings are stored on your own phone or tablet. Removing the app removes them. If you have sent diagnostics and would like them deleted, email support with your Install ID. The privacy policy and terms of service cover the rest.
Feature and device requests
If MediaPond does not yet drive something you own, say so. The devices and services page lists what works today, the FAQ answers the common questions, and requests for new brands do shape what gets built next.