Contacting support
How to reach a person, what to include, and how long we take.
On this page
A real person reads every message. Not a bot, not a queue that closes tickets for inactivity.
How to reach us
The support form, at the bottom of any help page, is the best route. It attaches the page you were on, your browser, your plan and the app version, and shows you exactly what it is attaching before you send. That context is usually the difference between one reply and four.
Email works too, if you would rather. The address is on the contact panel of the help centre.
On Pro, say so — priority support is part of the plan and we mean it.
How long we take
Usually within one business day. If it is going to take longer because we need to dig into something, we will tell you that rather than going quiet.
What to include
For anything chart-related, the more specific the better:
- Which chart — the name in the picker.
- What you expected and what you got. "My profile shows 4/6 and every other calculator says 3/5" is something we can act on immediately.
- The birth date, time and place, if the question is about accuracy. We will not ask for it otherwise.
For anything that looks like a bug:
- What you did, in order. Three steps is plenty.
- Which browser and device. The form attaches this for you.
- Whether it happens every time, or once.
Things you do not need to justify
- Asking for a refund inside fourteen days. Just ask.
- Asking us to export or delete your data. No reason required and we will not ask for one.
- Telling us something is wrong. We keep a public list of known gaps precisely because we would rather be told.
What we cannot do
We cannot interpret your chart for you as a reading — that is a different kind of work from support, and pretending otherwise would be doing it badly. We can absolutely tell you whether the app has calculated it correctly.