Support

How can we help?

A person replies, usually the same day. Email us, or ask your advisor directly in the app.

Email support

Send the details of your question or issue. Screenshots help, if you have them.

Email support

In the app

Your settlement advisor sees your plan and bookings, so most things are solved in one conversation.

Open the app

What we can help with

Account & sign-inSign-in problems, profile updates and account access.
Your plan & staysPlan steps, short stay vs long stay, and switching modes.
Bookings & servicesCleaners, movers, handymen, flats and Exchange orders.
Payments & refundsCharges, held money, payouts, refunds and invoices.
Letters & documentsA letter you don’t understand, contracts, payslips, appointments.
The app itselfCrashes, loading problems, notifications and updates.

Help us resolve it faster

Please include when you write:

  1. The email address on your Moienapp account.
  2. A short description of what happened and what you expected.
  3. Your booking reference (#number) for booking or payment issues.
  4. Your phone model and app version for technical issues.

Protect your account: never send your password, full card number or one-time codes.

Common questions

I can’t sign in. What should I do?

Check the email address on your account (including typos), then simply write to us with that email address and we’ll get you back in. Never share your password with anyone, including anyone claiming to be support.

How do I report a payment or refund issue?

Write to us with your booking reference (the #number in the app), what happened and what you expected. Money for upcoming jobs is held until the job is done, so most issues are fixed by rebooking or refund, usually within a few days.

How do I get my data or delete my account?

Email us from your account address and tell us whether you want an export, deletion, or both. We verify it’s really you, then reply within the legal deadline. A few records (tax, unresolved payments) must be kept temporarily by law. We’ll explain exactly what and for how long.

A letter from the commune arrived. What do I do?

Photograph it in the app. Your Companion explains what it means, adds any deadline to your plan and drafts a reply. If it needs a person, it hands you to an advisor.

Where can I read your policies?

Right here: privacy policy and terms. Short, plain language, no surprises.

More resources

Privacy policy Terms Guides for newcomers Contact support