Support

Getting help

On a show, the quickest fix is usually someone in the building. Start with them, then email us.

Who to ask first

Cast

Tell the welfare team on set. They can see your iPad from the dashboard, reset the passcode on your notebook and letters, and get hold of us.
Crew

Ask your production’s crew lead, whoever set up your Tuni account. They can reset your password, change your role and sign out a lost phone.
Family

If you write through Letters from Home, questions about a letter or a cast member go to the production contact who sent you your link.

Then email us

Say which show you’re on and which app or page you’re using.

Koti Tech Ltd, registered in England and Wales, company number 12528823.
First Floor, West Barn, North Frith Farm, Ashes Lane, Hadlow, Tonbridge, Kent TN11 9QU.

What each part is

Cast iPad app

TUni TV

The app on the iPad in each contestant’s room. Films and music, food orders, the day’s schedule, the evening check-in, door cards and messages from the crew. It’s installed on the production’s own iPads and isn’t available to download.

Crew app

Tuni Crew

For crew on their own iPhone or iPad: door cards, check-ins, messages and the rest of the dashboard pages your role can see, with notifications. It only works with a crew account from a production that uses Tuni. There’s no sign-up: your production sets up your account and tells you which show to join.

In a browser

The crew dashboard

Tuni on a laptop, at your show’s address on the call sheet. It uses the same account as Tuni Crew.

For family

Letters from Home

A private web page where family and friends write to a cast member, if the production uses it. Each writer gets their own link from the production.

Tuni Crew: common problems

Signing in: Scan the QR code on your call sheet, or type your show’s address. The app only accepts show addresses ending in tuni.info. Then use the same username or email and password as the dashboard.
“This show hasn’t switched on Tuni Crew yet”: Your production hasn’t switched Tuni Crew on for that show. The dashboard in your browser does the same jobs in the meantime.
Forgotten password: On your show’s dashboard sign-in page, choose “Forgotten your password?” to be emailed a link. That needs an email address on your account. If nothing arrives, ask your crew lead to set a new password for you. A new password signs your phones out, so sign in again afterwards.
Locked out: Too many wrong passwords lock your username for about 15 minutes. Wait, then try again.
Signed out without warning: That happens when your role changes, your password is reset, your production signs your phone out or resets Tuni for a new season, filming ends, or you haven’t opened the app for 30 days. Sign in again. If it keeps happening, ask your crew lead.
No notifications: Check that notifications are allowed for Tuni Crew in your phone’s Settings, and that a Focus mode isn’t holding them back. Which notifications you get depends on your role and your show’s settings, and your crew lead can check both. Everything is still in the app when you open it.
Lost phone: Sign it out from My phones, in Tuni Crew on another device or on the dashboard, or ask your crew lead to do it. It’s signed out straight away and gets no more notifications.
Leaving a production: You can delete your own account in Tuni Crew, in Settings: Delete my account. It signs out every phone on that account straight away. Your production can also remove your account, or you can email us.
No passcode on your phone: Tuni Crew locks with Face ID, Touch ID or your phone’s passcode. With no passcode there’s nothing to lock with, so the app tells you so before it opens. If you carry on, anyone who picks up your phone can see what your role sees in the app. Set a passcode in your phone’s Settings and the lock comes back.

Privacy and security

What Tuni records and who sees it is in the privacy policy. If you think you’ve found a security problem in Tuni, email [email protected] with what you found.