Moca FAQ(ENG)

Moca FAQ

🚨 Urgent Notice(Only iOS) 🚨

A system error in iOS has been discovered where Moca app data in iCloud storage is incorrectly displayed as data from another app by the same developer, '친절한 상담원 – 안바다'.

Please be cautious, as deleting data shown as '친절한 상담원 – 안바다' will also delete actual Moca app data.

To protect your data safely, please update the Moca app to the latest version and proceed with data migration.

Once the migration is complete, update Moca to the latest version on all devices where it is installed. Afterward, you may delete "친절한 상담원 - 안바다" from iCloud storage. If your data does not appear correctly after migration, please contact us via email.

Moca FAQ
A. When you purchase 200 or 1,000 slots, the purchase history is saved to the account that was logged in to the Moca app at the time of purchase. If you purchased the slots with your Google account but are currently logged in to Moca with your Apple ID, the slot information will not be synced.

In the app, go to Settings > Account Management and check the account currently connected next to your username. Then log out and log in with the account you used for the purchase (a different account from the one currently connected) and check again.

* If this does not apply to you, or if your slot information is not updated immediately after purchase, please email us with your purchase history and a screenshot of the Settings > Account Management screen attached. We will check the issue and assist you.

You can check your purchase history here:
(iOS) App Store app > Profile at the top > Your Name at the top > Purchase History
(Android) Play Store app > Profile at the top > Payments & subscriptions
A. You can restore your subscription by tapping the "Restore Purchases" button in the upper-right corner of the subscription purchase screen (the screen with the payment button).

Every time the app starts, Moca checks the subscriber's purchase receipt to verify the subscription expiration date and cancellation status. If the network connection is unavailable or unstable during this process, subscription features may be temporarily unavailable. In this case, you can use "Restore Purchases" to restore access. If the loading indicator continues spinning after tapping "Restore Purchases," log out from Settings in the Moca app and log in again before trying once more. If a "Not Purchased" message appears, please check the next answer.

A. Some users may occasionally experience an issue where Apple’s servers cannot verify the purchase receipt. This may be a temporary communication issue with Apple’s servers. In this case, please try again after a few hours or follow the steps below. (Communication errors with Apple’s servers may last for more than 24 hours.)

* On the purchase screen, select the subscription period you purchased and tap the payment button showing the price at the bottom to start the restore process. If you are signed in to the device Settings app with the same App Store account used for the purchase, tapping the payment button will not result in a duplicate charge; instead, the purchase restoration process will be performed. If the purchase is still not restored, try restoring it again the following day. If it still cannot be restored, please contact the App Store regarding the purchase receipt verification issue. (If you are charged twice, you can request a refund for the duplicate charge from the App Store, and the refund will normally be processed within 2 business days. If you are concerned about being charged twice, we recommend not using this method.)

A. If an "Unlimited" button appears below your total slot count on the Slot Management screen, Unlimited Slots is working normally. (If the "Unlimited" button does not appear, you can restore your purchase using the "Restore Purchases" button in the upper-right corner of the subscription purchase screen.)

Even while subscribed to Unlimited Slots, your total slot count will increase when you receive slot rewards from leveling up in games. When your subscription ends, you can register words up to your total slot count. (Even if the number of words you have already registered exceeds your total slot count when the subscription ends, your existing words will not be deleted.)

A. Log out from Settings in the Moca app and log in with the account you originally used to sign in to Moca.
If you originally signed in with your Apple ID but sign in with your Google account after an update, Moca will treat it as a new account and your slot information will be reset. (Your registered words are stored and synced through iCloud on Apple devices, and stored on the device on Android devices, regardless of the account used to sign in to Moca.)

In the app, go to Settings > Account Management and check the account currently connected next to your username. Then log out and log in with the account you originally used to sign in (a different account from the one currently connected) and check again.
A. Automatic syncing is only available between Apple devices through iCloud.
If you use iOS and Android devices together, or use multiple Android devices, please use Google Drive Backup & Restore from Settings in the app. We recommend enabling "Backup Notifications" and selecting "Merge with Current Data" when restoring.

A. Please check the following items.
(Note) If your data disappeared immediately after migrating to the latest version, or if you deleted the data of "Kind Counselor - Anbada" (another app by the Moca developer) from the iCloud Storage management screen, please check the Urgent Notice at the top first.

  1. In Moca's Settings > Account Management on all devices, make sure you are logged in with the same account (Google or Apple ID).
  2. In the default Settings app on all devices, make sure you are signed in with the same iCloud account.
  3. Make sure you have at least 500 MB (0.5 GB) of available iCloud storage. Sufficient free space is required for syncing to work properly.
  4. On all devices, go to Settings > Apple ID at the top > iCloud and make sure both "iCloud Drive" and "Moca" are enabled.
  5. Update the OS on all devices to the latest version.
  6. Update Moca on all devices to the latest version.
  7. Make sure all devices are connected to a network and have at least 20% battery remaining.
  8. Open Moca on all devices and leave it open (do not close the app) for at least 3 minutes. Then select the group again from the group list and check whether it has synced. (Depending on the amount of data being synced, device environment, and network conditions, syncing may take as little as 30 seconds or more than 10 minutes.)
  9. If syncing still does not work after completing step 8, back up your registered words from Settings on all devices using "Export CSV" or "Google Drive Backup." Then, on the device where syncing is not working, go to Settings > Apple ID at the top > iCloud, turn off only the "Moca" switch and turn it back on, then repeat step 7. (Images are not included when backing up and restoring using a CSV file.)

※ If you delete the app while syncing is disabled or before syncing has been fully completed, your existing data may be lost and cannot be restored.

※ If you repeatedly turn the "iCloud Image Sync" switch off and on before syncing has been fully completed, your registered images may be deleted.

A. Due to occasional OS issues, widgets may not appear. In this case, repeatedly deleting and reinstalling the app may resolve the issue. However, before deleting the app, be sure to manually back up your data using "Export CSV" or Google Drive from Settings in the app.
A. Some colors may not be supported if you enter a hexadecimal code directly in the color picker's slider or adjust the RGB values. In this case, select a color from the grid or spectrum instead of using the slider, or use the eyedropper button in the upper-left corner of the color picker to sample a color.
A. This is not possible on iOS due to platform restrictions. It is available on the Android version.
A. On the group editing screen for the word, tap the "Language Settings (globe icon)" button to the right of the group name. Select the correct language for both "Title" and "Meaning," then try again. If audio still does not play or the pronunciation does not seem to be in the selected language, install the voice data for the corresponding language using the following path:

(iOS) Device Settings > Accessibility > Spoken Content > Voices
(Android) Device Settings > Search for "Text-to-speech (TalkBack)" > Engine Settings > Install voice data
A. This issue may occur due to an OS issue when a sentence contains certain special characters (such as the ~ tilde). In this case, on the group editing screen for the word, go to [Language Settings (globe icon) > Speech Text Replacement], enter "~" in the phrase to replace, and enter a space (or a word such as "what") as the replacement. After adding it, the audio should play normally.
A. Download the voice you want to use from the following path and restart the app. The downloaded voice will then be added to the available voices.

(iOS) Device Settings > Accessibility > Spoken Content > Voices (Siri voices are not supported.)
(Android) Device Settings > Search for "Text-to-speech (TalkBack)" > Engine Settings > Install voice data
A. First, check whether the voice selected under [Group Edit > Language Settings] for the word has been installed from the following path.

(iOS) Device Settings > Accessibility > Spoken Content > Voices
(Android) Device Settings > Search for "Text-to-speech (TalkBack)" > Engine Settings > Install voice data
A. Moca uses Google Gemini AI to automatically complete meanings, pronunciations, and example sentences.
  1. Enter a word in the Title field and tap the auto-completion button on the right. The Meaning, Pronunciation, and Description fields will be filled in.
  2. Tap the auto-completion button in the Meaning field to translate the meaning and fill it into the Title field. (Pronunciation and example sentences are not provided.)

* Depending on the content you enter, Moca may only provide a simple translation or may not provide auto-completion. Due to the nature of AI, the generated information may also contain inaccuracies.

A. Before starting a game, make sure the options under "Groups" and "Question Type" at the bottom are selected correctly.
* In Puzzle Voca, one-letter words and repetitive word patterns are excluded from the game to prevent users from gaining experience points unfairly.
* Speed Match requires at least 6 eligible items, while MCQ (multiple-choice) requires at least 4 eligible items to start.
A. For words with multiple meanings, enter each meaning separated by a comma (,) or line break when registering the word. When answering the meaning in Dictation, entering only one meaning or entering the meanings in a different order will still be accepted as correct.

Also, if you use parentheses ( ) or brackets [ ] in the Meaning field, such as "(to) offer a price," the text inside the brackets does not need to be entered and will still be accepted as correct. (When entering two or more meanings in Dictation, please use commas (,).)

A. Due to the scheduling limits of each OS, there is a maximum number of notification schedules depending on the time/interval you set (64 on iOS and 480 on Android). Once all scheduled notifications have been delivered, you will no longer receive notifications.
If you are not receiving notifications, restarting the app will reset the schedule and allow you to receive notifications normally. (To receive notifications normally, we recommend opening the app at least once a day.)

If you still do not receive notifications after opening the app, please check the following:

  1. Search for Moca in the device Settings app and make sure the "Allow Notifications" switch is enabled.
  2. In the notification settings, make sure the options under "Question Type" are selected correctly and that the selected groups contain words.
A. Make sure the PG, T, and S columns are filled in for every word. Also, if you edit a file in Excel and then edit it again in Google Sheets, line breaks in certain columns may cause some words to be missing when adding or restoring. In this case, remove the line breaks and try again, or preferably edit the file in Google Sheets from the beginning without using Excel.

If some items are still missing, please attach the edited CSV file and send it to momots_works@naver.com.

A. Log out from Settings in the app, then log in again and check.
A. First, try again in an environment with a stable network connection.

Google's advertising system may temporarily limit ad delivery to specific devices or users. Such restrictions may be applied for various reasons, including ad usage history in other apps or decisions made by the advertising system. (For example, watching ads repeatedly within a short period of time or when there are not enough personalized ads available for the user.)

If ad delivery has been restricted, you will be able to watch ads again after some time has passed. The restriction may last for a few hours or, in some cases, more than two weeks.
A. Some languages may not support italic text. (Such as Korean, Japanese, and Chinese.)
A. Go to Device Settings > iCloud > iCloud Drive, enable iCloud Drive, and try again.

(We recommend keeping iCloud Drive enabled. If it is disabled, your registered data will not sync with other iOS devices, your data cannot be restored if you delete the app, and some features may be limited.)

A. The Android watch app is not currently supported. We plan to develop it in the future.
A. Android does not support automatically changing the keyboard language to the configured language whenever the input field changes, so this feature is not supported.