LivingWindow Support | SWEET PHOENIX CREATIONS

Help for LivingWindow on Apple TV. If you cannot find your answer here, email info@sweetphoenix.co.za and we will come back to you.

Please do not send passwords, verification codes or payment details by email. We never need them.

What you need

An Apple TV running tvOS 17 or later.
The Siri Remote (or a compatible Apple TV remote).
An internet connection for purchases, restores and the optional weather display. The scenes included with the app play offline.

Using the remote

Swipe / arrow pad — move between scenes and menu items.
Click (select) — open the highlighted scene or confirm a setting.
Play/Pause — pause or resume the scene.
Menu / Back — leave a scene and return to the browser.
Swipe down while a scene is playing — reveal the on-screen controls and options, including sound, clock and overlay settings.

Overlays and controls can be hidden for an uninterrupted view in the app’s settings.

The four free scenes

These are free, with no time limit and no purchase required:

Tropical Aquarium
Cozy Fireplace
Ocean View
Space Window

Every other scene offers a 30-second preview so you can see and hear it before deciding whether to unlock anything.

Purchases

What can I buy?

Premium Unlock — the complete current 30-scene collection, including both packs.
Water Collection — Coral Paradise, Deep Ocean, Island Paradise, Waterfall.
Warmth Collection — Luxury Mansion Fireplace, Mountain Cabin Fireplace.

These are one-time purchases, not subscriptions. The packs are alternatives to Premium Unlock — buying a pack does not discount Premium. Prices are shown in the App Store on your Apple TV.

I bought something and it has not unlocked

Check your Apple TV is online.
Open LivingWindow and go to the Premium tab.
Choose Restore purchases.
Make sure the Apple TV is signed in with the same Apple Account that made the purchase — this is the most common cause.
If it still has not appeared, quit and reopen the app, then try Restore once more.

Still stuck? Email us with the approximate purchase date and which product you bought. Please do not send payment details.

I have a new Apple TV, or I reinstalled the app

Use Restore purchases in the Premium tab, signed in with the original Apple Account. There is no LivingWindow account, so nothing else needs transferring.

Refunds and billing

Apple handles all payment, billing and refunds for App Store purchases — we never see your card details and cannot issue a refund ourselves. Refund requests go to Apple via reportaproblem.apple.com. This does not affect any consumer right you have that cannot lawfully be excluded.

Clock help

Add a digital or analogue clock from the clock settings.
Adjust style, size, brightness, position, whether seconds are shown, and the time zone.
The clock shows the real time and date. If it looks wrong, check the Apple TV’s own date, time and time-zone settings first, then the clock’s time-zone option in the app.

Weather help

The weather display is off until you turn it on or search for a city.
Pick your city by searching for it — the app does not use GPS and never asks for location permission.
Weather needs an internet connection. If conditions do not appear, check the connection, then confirm a city is still selected.
Weather comes from a third-party provider and is general information only. It can be unavailable or out of date, and should not be relied on for safety decisions.

When you search for a city, the search text and the chosen city’s coordinates are sent to that provider. See the privacy policy for the detail.

Removing your data

LivingWindow keeps your favourites, playlists, preferences, selected city and last scene on the Apple TV itself. There is no account to close and nothing stored on our servers.

Remove individual items — delete favourites and playlists inside the app.
Remove everything — delete the LivingWindow app from your Apple TV. That removes the app’s local data from the device.

Two honest caveats:

If your Apple TV backs up to Apple, a copy may persist in that backup under Apple’s own behaviour and settings. We cannot delete anything held by Apple on your behalf.
Deleting the app does not cancel or refund a purchase. Your Apple purchase history stays with Apple, and reinstalling and choosing Restore purchases brings your unlocks back.

If you have emailed us for support and want that correspondence deleted, ask at info@sweetphoenix.co.za and we will delete it unless we are required to keep it.

Known limits, stated plainly

LivingWindow runs while the app is open. It does not replace the Apple TV system screensaver and does not appear over other apps.
Playlists and favourites do not sync between devices.
Scenes are still artwork with native moving effects and synthesized sound — not licensed 4K video, HDR or spatial audio.

Contact

Email info@sweetphoenix.co.za. Telling us your Apple TV model, tvOS version and what you were doing when the problem happened helps us answer faster.