Help and support
Start with a few simple checks.
If Premium has disappeared or you cannot hear a sound, a few checks will often identify the cause. Start with the Apple Account used for the purchase, your iPhone volume, the level of each source, and the selected audio output. Custom soundscapes stay on the device where they were created. If you need to contact us, include your iPhone model, iOS version, and Oasis version.
Restore Premium
Open the Premium screen and choose the restore option. Make sure you are signed in with the Apple Account used for the original purchase and that the iPhone has a network connection while Apple verifies it.
Check every volume level
Check the main volume on your iPhone, then the volume of the individual sound inside Oasis. Also check Silent mode and the active audio output, which may be your iPhone speaker, headphones, a Bluetooth speaker, or an AirPlay device.
Where your saved soundscapes live
Custom soundscapes are stored locally on the iPhone where they were created. They do not automatically sync to another device.
Contact support
Email jonathanluquet@gmail.com with your iPhone model, iOS version, Oasis version, and the steps that lead to the problem. If a screenshot helps show what is happening, include that too.
FAQ
I changed iPhones. How do I get Premium back?
Sign in with the Apple Account used for the original purchase, open the Premium screen in Oasis, and choose the restore option.
A sound is very quiet or silent. What should I check?
Check your iPhone volume, then the volume of that source inside Oasis. Also check Silent mode and make sure audio is being sent to the device you expect.
Why are my soundscapes missing on my new iPhone?
Custom soundscapes are stored locally and do not sync between devices. Restoring Premium restores your purchase, but it does not transfer your saved mixes.
What should I include when contacting support?
Include your iPhone model, iOS version, Oasis version, the steps that reproduce the problem, and the exact wording of any message shown on screen.