Subscriptions

I tried to purchase a subscription but I received an error
"There was a problem with the App Store."

This is probably an issue on Apple's side, please try again later. If it still doesn’t work please send a support email from the subscription page, or email koala.nap.stop.snoring@gmail.com, and we will find a solution.

I tried to purchase a subscription but I received an error “There is already another active subscriber using the same receipt”.

This happens when the user has already purchased a subscription. Tap the “Already Paid?” button on the subscription page, and it will update the subscription status and enter the app.

I purchased a subscription, but when I open the app I see the subscription page again.

We have seen this happen several times due to a bug. Tap the “Already Paid?” button in the subscription page, and it will update the subscription status and enter the app.

Snore Detection

I try to trigger the snore detection by making snoring sounds, but it doesn’t detect them.

Koala Nap is trained to detect real snoring sounds, which don’t usually sound like we would think. Try to use Koala Nap overnight, and check the results in the morning to see if any snoring was detected.

I used Koala Nap overnight and I am sure I snored, but Koala Nap didn’t detect any snoring.

Sometimes background noises or white noise machines can interfere with the snore detection. Please try to reduce any background noise and try to use Koala Nap overnight again.

I used Koala Nap overnight and I am sure I snored, I also reduced the background noise, but Koala Nap didn’t detect any snoring.

Koala Naps snore detection may be too strict in this case. Try reducing the strictness in the settings menu within the app. Start off with a low value and test it out overnight, if snoring is detected you may increase this value until you reach the desired results. Please make sure that Snore Sensitivity is set to 5 when changing the snore strictness so it won’t interfere with the results.

I used Koala Nap overnight and I am sure I snored. I reduced the background noise and decreased the snore strictness, but Koala Nap didn’t detect any snoring.

Koala Nap uses machine learning to detect snoring sounds and patterns. It is trained on many users in order to detect snoring accurately. However, everybody snores differently, and it’s possible Koala Nap won’t detect snoring for a specific user. If this is the case, please send a support email from within the app, and we will look into it.

I would like Koala Nap to only detect loud snoring, so it doesn’t send notifications when light snoring is detected.

You can increase the volume in the Snore Sensitivity setting. Snoring sounds below this value will be ignored. You can test the volume by tapping the Test Volume button, and it will display the volume of the sounds it currently detects. Choose the volume that you would like, and only snoring sounds above that volume will be detected.

Vibrations

I used Koala Nap overnight and it detected snoring, but my Apple watch didn’t receive any notifications.

There can be many reasons for the watch not vibrating. Please make sure to follow all the instructions in the instructions section in order to set up the notifications correctly.

Then open the settings menu within the app, and tap on Test Watch Vibrations. Follow the instructions after tapping the Test button. You should receive a notification to your watch every two seconds once the iPhone is locked. Wait at least 10 seconds for the notifications to be sent to the watch.

If notifications are still not sent to the watch it may be an issue on Apple's side. Please try the following steps:

Turn on bluetooth and WiFi on your watch.
Make sure the watch is connected to the iPhone. This can be seen when swiping up on the watches screen. The iPhone icon should be green.
Turn off cover to mute located in the apple watch app on the iphone. It's going to be under the Sounds and Haptics selection.
Try to switch off wrist detection in the Passcode settings tab on the apple watch app on the iPhone.
Restart the watch and iPhone.
Update the watch and iPhones software.

If it still doesn’t work, please send us a support email from within the app.

I used Koala Nap overnight and it detected snoring. I saw snore detection notifications on the watch, but I didn’t wake up or feel them at night.

First we need to make sure the watch vibrates when a notification is received by going through the previous question.

When we are in a deep sleep, we won’t always feel the vibrations, or remember feeling the vibrations. Currently there's no way to increase the vibrations intensity, but there is a trick that can be used. Try rotating the watch so it's on the bottom of your wrist. The bottom of your wrist is more sensitive, and may make you feel the vibrations more intensely.

Also note that you may not remember feeling the vibrations, but you did reposition due to them. Try using the app a few nights with the watch and without the watch, and compare the results. You can tap on the little watch icon in the summary page, in order to remember which summaries used the watch and which didn’t.