FAQ

Frequently asked questions

It’s very easy!

  • Turn on your Enence device by pressing the power button and holding it for 2 seconds.
  • Connect your smartphone to Wi-Fi or mobile network.
  • Make sure your smartphone Bluetooth is on.
  • Download the MUAMA Enence app to your phone
    • Scan the QR code which you can find on the paper user manual or the back of the box.
    • Press “Download”.
  • Open the app. Press “ALLOW” on all the following notifications.
  • Press “Scan” on your phone screen.
  • Select “Muama Enence Translator” to pair your smartphone with the translator.
  • That’s it!

Once your Enence Instant Translator is paired with your smartphone, you will NOT need to repeat the following instructions again. If you need more detailed information, please follow these steps indicated in the user manual: Download the user manual

  • Make sure your smartphone is connected to Wi-Fi or a mobile network.
  • Make sure your MUAMA Enence device is connected to your smartphone via bluetooth (look at “how to connect” question for more details).
  • Language settings:
    • Press the ME symbol on your phone screen to select your native language.
    • Press a microphone (🎤) symbol on your phone to select the language of the person you converse with.
  • Get conversation translated:
    • Press and hold the ME button on your Enence device. Speak in your native language into the device. When you are finished, release the ME button. The device will give a person you are talking to a voice translation of your sentence.
    • Press and hold a microphone (🎤) button on your Enence device. Let the person you are talking to speak into the device. When they are finished, release the microphone (🎤) button. The device will translate their sentence into your native language.
  • Get your written messages translated by tapping a keyboard (⌨) symbol on your phone screen.

MUAMA Enence Instant Translator supports these 36 languages:

Arabic:

ar-eg Egyptian Arabic (Egypt)
ar-sa Arabic Standart (Saudi Arabia)
bg Bulgarian (Bulgaria)

Chinese, Mandarin:

zh-hk Simplified Chinese (Mainland China, Hong Kong)
zh-tw Traditional Chinese (Taiwan)
hr Croatian (Croatia)
cs Czech (Czech Republic)
da Danish (Denmark)
nl Dutch (Netherlands)

English:

en-au English (Australia)
en-ca English (Canada)
en-in English (India)
en-ie English (Ireland)
en-gb English (United Kingdom)
en-us English (United States)
fi Finnish (Finland)

French:

fr-ca French (Canada)
fr French (France)
de German (Germany)
el Greek (Greece)
hi Hindi (India)
hu Hungarian (Hungary)
id Indonesian (Indonesia)
it Italian (Italy)
ja Japanese (Japan)
ko Korean (South Korea)
ms Malay (Malaysia)
no Norwegian Bokmål (Norway)
pl Polish (Poland)

Portuguese:

pt Portuguese (Portugal)
pt-br Portuguese (Brazil)
ro Romanian (Romania)
ru Russian (Russia)
sk Slovak (Slovakia)
sv Swedish (Sweden)

Spanish:

es Spanish (Spain)
es-mx Spanish (Mexico)
sl Slovenian (Slovenia)
ta Tamil (India)
te Telugu (India)
th Thai (Thailand)
tr Turkish (Turkey)
uk Ukrainian (Ukraine)
vi Vietnamese (Vietnam)

Yes, MUAMA Enence Instant Translator is a two-way translator. You can hold a smooth, continuous conversation with anyone abroad! You can translate from one language to another and vice versa. Text translations are also supported.

Yes, you need a smartphone to use the MUAMA Enence Instant Translator. To see more information check the question above “how do I connect my MUAMA Enence instant translator” or view a detailed user manual here:
Download the user manual

Please turn off the Guided Access in your iPhone settings (Settings>Accessibility>Guided Access Turn off). Reinstall the app and it should open afterwards.

You can check your order status by entering your email address used for the order and/or your tracking number here: https://enence.com/tracking

There are multiple reasons as to why you may not have received your order confirmation:

  • It is possible that you have entered your email address incorrectly.
  • Please check your spam folder. It is possible that the order confirmation has been filtered as spam.
  • The order process may have not been completed correctly.

If you have ruled out all of the above and have not received an email from us after placing your order, feel free to contact our customer service via the contact form you can find below. As a “subject please use the option: "Have not received an order confirmation". Our dedicated customer support team will then check whether or not your order has come through.

As long as your order has not left our warehouse we can still change and correct your delivery address. Please reach out to our customer service via the contact form you can find below using the subject "Address change". Your delivery address will then be adjusted. Once your order has left our warehouse we can no longer change your delivery address.

If you wish to cancel your order please contact our Customer Service team as soon as possible. If your order hasn’t reached the fulfilment stage it is possible we may still be able to change or cancel it.

However, please be aware that we are often unable to make these changes because we usually have your order packed and awaiting shipment within 24 hours of it being placed.

Unfortunately changing your order is not possible.

As long as your order has not yet been passed along to our logistics partner, we can cancel your order and reimburse you. Please use our contact form with the subject "Cancelling my order" and provide us with your order number. You can then simply place a new order and effectively change it on your own.

Your invoice was sent to the email you provided in your order details. If you haven't received it, you can visit the link below and enter your email address and/or your tracking number to find your invoice: https://enence.com/tracking

The processing time for orders is 1-2 business days. After that, delivery times are as follows:

Location United States Europe International
Standard Free Shipping 5-8 Business Days 5-12 Business Days 8-15 Business Days
DHL Express Shipping 3-5 Business Days 3-5 Business Days 3-5 Business Days

Please keep in mind that during holidays or limited edition launches this time may vary. Thank you for your patience.

**Disclaimer: current COVID-19 pandemic has disrupted the logistics network, which has affected the delivery times. As a result, estimated delivery times for some items may be longer than usual at the moment.**

Please read our shipping policy for more information.

If your order starts with the letter “S”, the order can be tracked at https://aftership.com. Please follow these instructions:

  • Copy your tracking order number.
  • Open

    https://aftership.com

  • Paste your tracking number into the designated field on the page and press “track.”
  • In the page that opens up please change the tracking service from the default option to “Stone 3PL” and press track again.
  • You can now track your order status.

If your order does not start with the letter “S” it can be tracked at: https://www.17track.net/

We offer FREE shipping to all the countries we ship to (we ship to most countries around the world using the fastest delivery methods available to us).

The warranty will cover any defects presumed to have existed at the time of delivery or which become apparent within the period of the warranty term. Extended warranty may cover more defects (e.g. water damage).

Please read our warranty policy for more information here: MUAMA Enence Warranty Policy

If you have received a defective item, please contact our customer support at [email protected] and provide detailed information about the defect.

  • We will repair the product, if a repair is possible; or
  • We will change your purchased product to a new product if repair is impossible.

Please note that your product might be changed to a newer model of no lesser value than the original product if the model that you have purchased is no longer in production.

Please be aware that you will have to return the defective item for quality inspection.

Within 30 Days Period from the delivery date of your order (to be determined by the tracking number provided) any customer who is not satisfied can return the product for a refund or replacement. Please contact our customer support explaining why you want to return your product so our support team can send you further instructions:

[email protected]

Please note that a restocking fee of 15% is applied to all customer’s remorse returns. Return shipping will have to be covered by the customer and any related fees will not be compensated by us.

Read more about our return policy here: Return Policy

We will give a refund for the returned product within 14 days from receiving the product at our return address. However, please note that we will only accept the returned product if it was not used, has not been damaged and has been sent back to us in the original packaging. A refund might take up to 5 days to reach your bank account after it's made.


If you have read and not found a solution in our Frequently Asked Questions, please contact us via the form below.


Contact Us

Contact Us

E-mail.: [email protected]
Tel.: +1 (205) 782-8551