Support

Contact

• Email support

  Write to us in English or French.

  support@mvexperience.app

• Ideas and feedback

  feedback@mvexperience.app

So we can help on the first reply, please include:

• Your devices, for example Apple Vision Pro and an iPhone.
• Their system versions, for example visionOS 27 and iOS 27.
• The MV Experience version, from the App Store or TestFlight.
• What you did, and what happened.
• Any message MV Experience showed, word for word.
• A diagnostic, if you can (see Send a diagnostic).

If you test the beta, you can also send feedback from TestFlight.

Requirements

• Apple Vision Pro, iPhone, iPad or Mac.
• visionOS, iOS, iPadOS or macOS 27 or later.
• For immersive viewing: Apple Vision Pro. On iPhone, iPad and Mac, experiences play in a window.
• For the remote: two devices nearby, with Wi-Fi turned on and Local Network allowed for MV Experience. No Wi-Fi network to join.
• For Apple Intelligence (optional): a compatible device with Apple Intelligence turned on, in a supported language.
• There is no account and no server.

Make an experience

1. Open the Studio.
2. Drop your video, or choose it: Apple Immersive Video, spatial, 180°, 360° (MP4 or MOV with its metadata) or flat.
3. Choose “With Apple Intelligence” to have the words and pictures made on your device, or “Yourself” to drop your own pictures and write your own words.
4. Change anything you like. The experience is already in your Library.
5. For several videos, make a collection, and choose “In order” or the viewer’s choice.

Start a session on Apple Vision Pro

1. Pick an experience in your Library.
2. Before you start, set the options: player controls, the viewer’s hands, a password to close the session, play order.
3. Tap “Start the session”, then hand over Apple Vision Pro.
4. The viewer takes their place and taps “I’m ready”, then picks a video with a finger.
5. When Apple Vision Pro comes off for 30 seconds, the session starts over for the next viewer.

The remote

Run a session on Apple Vision Pro, an iPad or a Mac from an iPhone, an iPad or a Mac nearby.

1. Open MV Experience on both devices.
2. From the remote, ask to connect.
3. On the other device, accept the request.
4. Type the code it shows on the remote. You pair once.

Then start a session, follow it, go back to the start, launch another experience, or end it.

Works device to device, nearby, with no Wi-Fi network to join. Wi-Fi only needs to be on. Nothing goes through the Internet.

Remote troubleshooting

Check these in order.

1. Both apps open.

   Open MV Experience on both devices.

2. Wi-Fi on.

   Turn Wi-Fi on in Settings, on both devices. You do not need to join a network.

3. Local Network allowed.

   MV Experience needs Local Network on both devices. On iPhone, iPad and Apple Vision Pro: Settings, then Privacy & Security, then Local Network. Turn on MV Experience. On Mac: System Settings, then Privacy & Security, then Local Network.

4. Close enough.

   Keep the two devices in the same room.

5. VPN.

   A VPN can hide nearby devices. Turn it off and try again.

6. Pair again.

   If a device was reset or MV Experience was installed again, pair it again: accept the request, then type the new code.

Still stuck? Send a diagnostic from both devices to support@mvexperience.app.

Share and open experiences

Export

In the Studio, open the experience and choose Export. Add a password and an expiration date if you want. The file is signed with your name.

Export needs MV Experience Premium. On the free plan, the button reads “Subscribe to export”.

Send

Send the file like any file: AirDrop, Mail, Files, your website, or a platform that sells digital files. Immersive films are large: for email, send a download link.

Open a file you received

On Apple Vision Pro, iPhone or iPad: accept it by AirDrop, or tap it in Files or Mail. It opens in MV Experience and lands in your Library.

On Mac: double-click it.

Received experiences always play in full, for free.

Passwords and expiration

Your videos are always encrypted. With a password, only people who have it can play them. Without one, anyone with MV Experience can.

One password covers every video in the file. The card’s title and pictures stay visible without it.

We cannot recover a password. It is not stored anywhere we can reach, and there is no server. Export the experience again with a new password.

After an expiration date, MV Experience stops playing the file. The date is checked against the device’s clock.

Signatures

The first time you export, MV Experience asks for your name and creates your signature. Every file you export is signed with it.

Your signature reaches your other devices through iCloud. You can also save a backup of it.

When you open a signed file, MV Experience shows who signed it and checks that nothing changed.

If a file names its author’s website, MV Experience may ask that website for a small public file to confirm the signature, at most once a day, with no identifier. Turn it off in Support, then Signatures, then “Check authors’ websites”.

Apple Intelligence

Apple Intelligence is optional. It runs on your device.

It needs a compatible device, Apple Intelligence turned on, and a supported language. Without it, choose “Yourself”: every step has a manual path.

Send a diagnostic

1. In MV Experience, open Support, then Send a diagnostic.
2. MV Experience writes a text on your device and shows it to you: the app version, the system, the device model, recent technical log lines and a crash summary.
3. Read it. It contains no video, title, name, password, key or file path.
4. Send it with the share sheet, for example by email to support@mvexperience.app.

Nothing is sent unless you send it yourself.

Subscription

Subscribe

In the Studio, tap “Subscribe to export”. Or open Support, then Membership.

Restore a purchase

On a new device, or after you install MV Experience again: open Support, then Membership, and tap Restore. Use the Apple Account you subscribed with.

Manage or cancel

On iPhone, iPad and Apple Vision Pro: open Settings, tap your name, then Subscriptions.

On Mac: open the App Store, click your name, then Account Settings. Under Subscriptions, click Manage.

Cancel at least 24 hours before the end of the current period. Apple explains it in “Cancel a subscription from Apple”.

Refunds

Apple handles payments and refunds. Ask at reportaproblem.apple.com.

Privacy requests

MV Experience collects no data. We hold nothing about you unless you write to us. To have your emails deleted, write to privacy@mvexperience.app. Read the Privacy Policy.

Questions