Support
Need help with Moveful? Email us. Many common questions are also answered below and on the pages linked from here.
How to get help
Email hello@moveful.co.uk. To help us answer quickly, please include:
- which Moveful you use: the Mac app, the Windows app (installed, MSI or portable) or the web app;
- the build number from the bottom of Settings (the line that starts "Moveful · build");
- your operating system and its version, for example macOS 15 or Windows 11, and for the web app, your browser;
- what you expected to happen, what happened instead, and a screenshot if it helps.
If your organisation provides Moveful, please say which organisation it is. Your IT team may be able to help first, because they control how Moveful is installed and set up for you.
Please don't send us health details, or anyone else's personal information. We don't need them to help you.
How quickly we reply
| Who | Reply |
|---|---|
| Organisations with a Moveful for Work licence or pilot | We aim to reply within one working day. Working days are Monday to Friday, 9:00 to 17:30 UK time, excluding bank holidays in England and Wales. |
| Free (personal) users | Best effort. We try to help, but we can't promise a reply or a time. |
These are targets for a first reply from a person, not a guaranteed service level, and some problems take longer to fix. Moveful for Work support is for the people who manage Moveful in your organisation, as set out in our terms.
What we can help with
- Installing and deploying Moveful, including the Windows MSI and the Mac package.
- Organisation settings set through Group Policy or a configuration profile.
- Licences: licence keys, seats, renewals and invoices.
- Using Moveful: settings, reminders and breaks, in the web app or the Mac and Windows apps.
- Bugs: anything that doesn't work as it should.
- Accessibility: anything that makes Moveful hard to use with a screen reader, a keyboard, without sound or with reduced motion.
We can't give medical advice. Moveful gives general wellness guidance, and doesn't diagnose, treat or prevent any condition. If something hurts, stop, and see a doctor or physiotherapist about pain or an injury.
Help you can find yourself
- Deploying Moveful: installers, silent install, settings for everyone, and network access.
- Security and data: what Moveful stores, what it sends and how updates are checked.
- Exercise guides: every move, step by step, with who should skip it.
- Privacy: how Moveful handles your data.
- Accessibility: what's there, how it was checked, and known gaps.
Reporting a security issue
If you think you've found a security problem in Moveful or this website, email hello@moveful.co.uk with "Security" in the subject. Tell us what you found and how to reproduce it. We aim to acknowledge your report within two working days, and we'll tell you what we plan to do about it. We don't run a paid bug bounty.
Please don't share the details publicly until we've had a chance to look into it, and don't access or change anyone else's data while testing.
Your email and your data
Moveful has no accounts, and the apps send no analytics. Your settings, history and health check answers stay on your device. The only things the apps fetch from our website are the daily break-screen update check, any guide figure you choose and, if you turn on spoken cues, their recordings. These are ordinary web requests.
When you email us, we receive your name, email address and whatever you choose to send. We use it only to help you, and keep it only as long as we need to for that and any follow-up questions. See Privacy.
Common questions
It stopped reminding me.
- Only active use counts. Moveful counts time you're using the keyboard or mouse. Three minutes away, or a locked screen, counts as a break and starts the count again. The web app works a little differently: see below.
- Mac and Windows: is it running? Moveful needs to be running, with its icon in the menu bar (Mac) or the system tray (Windows). If you quit it, open it again. To start it every time, turn on "Open at Login" (Mac) or "Open at login" (Windows) in its menu.
- Is it paused? If the menu says "Paused", choose "Resume". "Pause for 1 hour" and "Pause until tomorrow" are in the same menu.
- Does the menu say "Waiting"? Moveful holds a break for up to 20 minutes while the camera or microphone is in use, while you're presenting or on a call, or while an app is fullscreen. When a break is due, it may also wait up to 90 seconds for a pause in your typing. On a Mac with "Wait while a calendar event is on" turned on, it also waits during a calendar event marked busy, or one starting in the next few minutes, for up to 2 hours.
- Web app: the "Reminders" switch on the home screen must be on, and Moveful must stay open, in a browser tab or as the installed app. When it's in the background, reminders come as notifications, so allow notifications for the site in your browser. Only Chrome and Edge can tell when you've stepped away; other browsers use a plain timer.
My Mac says Moveful can't be opened.
Moveful for Mac is signed and notarised by Apple, so it opens like any other app: open the download, drag Moveful onto Applications, then open it from Applications. Its icon appears in the menu bar. Version 0.4.0 and earlier were unsigned previews; if you have one of those, download the current version from the home page.
Windows says "Windows protected your PC".
The installer is signed by Sohus Ltd, but Windows can warn about a new app until enough people have installed it. Choose More info (it shows the publisher, Sohus Ltd), then Run anyway.
How do I change how often breaks come?
- In any version: open Settings and choose a time under Break every: 15, 30, 45 or 60 minutes. Then choose Save.
- Mac and Windows: you can also choose Break every straight from the menu-bar or tray menu.
- If the choice is greyed out and marked "Set by your organisation", your IT team has fixed it. Ask them to change it.
How do I uninstall Moveful on a Mac?
- Click Moveful in the menu bar and turn off Open at Login.
- Choose Quit Moveful.
- Drag Moveful from your Applications folder to the Bin.
This leaves your settings and history in macOS's preferences, the break screen's cached update in ~/Library/Application Support/Moveful, and its web data in ~/Library/WebKit/com.immersi.posture and ~/Library/HTTPStorages/com.immersi.posture. To remove them too, delete those folders and run defaults delete com.immersi.posture in Terminal. If your organisation installed Moveful, ask your IT team to remove it.
How do I uninstall Moveful on Windows?
- Right-click Moveful in the system tray and choose Quit Moveful.
- Open Settings › Apps › Installed apps (on Windows 10, Settings › Apps › Apps & features).
- Find Moveful and choose Uninstall.
Your settings and history stay in %APPDATA%\Moveful. Delete that folder too if you want to remove everything. The portable version isn't installed: quit it, then delete the program file and the "Moveful data" folder next to it. If your organisation installed Moveful, ask your IT team to remove it.
How do I remove the web app and my data?
If you installed it, uninstall it as you would any app from your browser or device. Your settings and history are kept in your browser. To remove them, clear the site data for moveful.co.uk in your browser's settings.
How do I turn off sounds?
- In any version: open Settings, choose Off under Sound, then Save. Gentle plays a chime only when a move takes your eyes off the screen (the end of the eye break and of the walk), so you know to look back.
- Mac: choose Mute Sounds in the menu-bar menu. Windows: choose Mute sounds in the tray menu. Choose it again to turn sounds back on.
- With sound off, spoken cues are silent too. To keep chimes but stop the voice, untick Spoken cues under Settings › Sound.
- If sound is greyed out, your organisation has set it.