Support
Sleep Better Tonight - We're Here to Help
Welcome to ComeAway support! Our mission is to help you achieve the best sleep possible. Whether you have questions about the app, your sleep mask, or need technical assistance, we're here to guide you to restful nights.
📧 Get in Touch
Need personalized help? Our support team is ready to assist you.
Email: support@comeaway.com
Response Time: 24-48 hours (Monday-Friday, 9 AM - 6 PM PST)
Weekend: We monitor for urgent issues and respond on the next business day
For fastest support, please include your device type (iPhone/Android) and app version in your message.
❓ Frequently Asked Questions
Getting Started
Q: I purchased a ComeAway Sleep Mask. How do I get my free premium app access?
A: Visit comeaway.com/redeem and enter your order number and email address. You'll receive your premium access code via email within 24 hours. If you don't receive it, check your spam folder or contact support.
Q: Can I use the app without buying a sleep mask?
A: Absolutely! ComeAway offers both free content and premium subscriptions. The sleep mask includes free premium access, but you can also subscribe directly through the app.
Account & Subscriptions
Q: How do I manage or cancel my subscription?
A: Subscriptions are managed through your device's app store:
- iPhone/iPad: Settings → [Your Name] → Subscriptions → ComeAway
- Android: Google Play Store → Profile icon → Payments & Subscriptions → Subscriptions
Q: I'm having trouble logging into my account
A: Here's how to troubleshoot login issues:
- Double-check your email address for typos
- Use the "Forgot Password?" link to reset your password
- Clear your app cache (Android) or restart the app (iOS)
- Still having trouble? Email us at support@comeaway.com with your registered email
Q: Can I use my account on multiple devices?
A: Yes! Log in with the same account on any device. Your playlists, preferences, and premium access will sync automatically.
App Features & Audio
Q: How long do the tracks last? Can I play them all night?
A: Individual tracks range from 10 minutes to 1 hour. Use our loop feature to play any track continuously, or create custom playlists that can play for hours without interruption.
Q: Can I download tracks for offline use?
A: Offline downloads are a planned feature coming soon! Currently, you'll need an internet connection to stream our audio content. Follow us for updates on when this feature becomes available.
Q: The audio stops when I lock my phone or switch apps
A: Make sure background app refresh is enabled for ComeAway in your device settings. The app is designed to continue playing even when your screen is off.
Technical Support
Q: The app isn't loading or keeps crashing
A: Try these troubleshooting steps:
- Force close and restart the app
- Restart your device
- Check for app updates in your app store
- If on Android, clear the app cache
- Still having issues? Contact support with your device model and OS version
Q: I can't hear any audio or the volume is very low
A: Check these common solutions:
- Verify your device volume is turned up
- Ensure Bluetooth headphones/speakers are properly connected
- Try different tracks to isolate the issue
- Check if Do Not Disturb mode is affecting audio
- Test with both headphones and device speakers
Q: My premium access code isn't working
A: Ensure you're entering the code exactly as provided (case-sensitive). Common issues:
- Check for extra spaces before/after the code
- Make sure you're logged into the correct account
- Verify the code hasn't expired
- If problems persist, forward your original code email to support@comeaway.com
Global Access
Q: Does ComeAway work in my country?
A: ComeAway is available worldwide through the App Store and Google Play. However, some payment methods may vary by region. Contact support if you experience regional access issues.
Q: Is the app available in my language?
A: Currently, ComeAway is available in English, with additional language support coming soon. Audio content includes nature sounds and music that transcend language barriers.
🛠 Troubleshooting Guide
Quick Fixes for Common Issues
| Problem | Solution |
|---|---|
| App won't open | Restart your device, then try opening the app |
| Audio cuts out | Check background app refresh settings |
| Offline feature | Coming soon - currently requires internet connection |
| Login errors | Use "Forgot Password" to reset your credentials |
| Subscription issues | Manage through your device's app store settings |
Still Need Help?
If you can't find the answer you're looking for, don't hesitate to reach out. When contacting support, please include:
- Your device type and operating system version
- App version (found in Settings)
- A detailed description of the issue
- Screenshots if helpful
📋 Important Information
Refund Policy
App Store and Google Play handle all subscription refunds according to their respective policies. For sleep mask refunds, please contact support within 30 days of purchase.
Privacy & Security
Your sleep data and listening habits stay private on your device. Read our complete Privacy Policy for detailed information.
Terms of Service
By using ComeAway, you agree to our Terms & Conditions. Please review them for important usage guidelines.
💤 Sleep Tips
While you're here, remember that great sleep comes from consistent habits:
- Use ComeAway 30 minutes before your target sleep time
- Keep your bedroom cool and dark
- Avoid screens 1 hour before bed (except ComeAway!)
- Create a relaxing bedtime routine
Sweet dreams from the ComeAway team!
Last updated: September 11, 2025