Support Response Guide

Use these templates for common inbound support topics. Customise the [bracketed] fields before sending. All responses assume you are writing from support@astratalk.com.

Billing

Can't Find Receipt

Hi [Name],

Thanks for reaching out. You can find all billing receipts in Settings > Billing > Payment History. Each entry shows the date, amount, and a download link for the PDF invoice.

If you were charged outside your normal billing cycle (for example after upgrading mid-cycle), you may see a prorated charge for the remainder of that billing period.

Let me know if you don't see a specific charge there and I'll pull it up for you.

Upgrade / Downgrade Request

Hi [Name],

You can change your plan at any time from Settings > Billing > Change Plan. Upgrades take effect immediately and you're charged a prorated amount for the remaining billing period. Downgrades take effect at the next billing renewal — you keep your current tier until then.

If you'd like me to make the change on your behalf, just let me know which plan you'd like to move to.

Cancellation

Hi [Name],

You can cancel your subscription at any time from Settings > Billing > Cancel Subscription. Your access continues until the end of the current billing period and you won't be charged again.

AstraTalk offers a 7-day satisfaction guarantee for new subscribers. If you cancelled within 7 days of your first charge and would like a refund, let me know and I'll process it.

Charge Dispute

Hi [Name],

I'm sorry there's confusion about this charge. Let me look into it.

[Investigate in Stripe dashboard — confirm the charge date, amount, plan, and whether there was a proration or renewal.]

[Respond with findings and offer refund if warranted, or explain what the charge was for.]

Account Access

Can't Log In / Password Reset

Hi [Name],

From the login page, select Forgot Password and enter your email address. A reset link will be sent to [email]. The link expires in 1 hour.

If you don't see the email, please check your spam folder and make sure you're looking in the inbox for the address you registered with.

If you're still stuck, let me know and I can trigger a manual reset from our side.

Email Change

Hi [Name],

To update your email address, go to Settings > Account > Email. You'll be asked to verify ownership of the new address before the change takes effect.

If you no longer have access to the original email and can't complete the flow, please reply with proof of account ownership (a screenshot of a previous billing receipt or your account creation confirmation email) and I can update it manually.

Two Accounts / Merged Profiles

Hi [Name],

We don't currently support account merges. If you created two accounts, the best path is to decide which account to keep and delete the other from Settings > Account > Delete Account.

Your Soul Codex data can be exported from either account (Settings > Privacy > Export My Data) before deletion.

Data and Privacy

Data Export Request

Hi [Name],

You can request a full export of your account data at any time from Settings > Privacy > Export My Data. The export includes your Soul Codex, conversation history, assessments, journal entries, and all associated personal data.

Exports are usually ready within a few minutes and are delivered as a downloadable JSON file. You can request up to 3 exports per day.

If you have trouble accessing the export feature or need assistance interpreting the file, let me know.

Account Deletion Request

Hi [Name],

You can permanently delete your account from Settings > Account > Delete Account. This removes all personal data immediately, with the exception of financial records (retained for 7 years per tax law) and security audit logs (retained for 2 years).

Please note: deletion is permanent and cannot be reversed. If you'd like a copy of your data before deleting, export it first from Settings > Privacy > Export My Data.

If you'd like me to confirm the deletion for you after you complete the flow, just let me know.

GDPR / Right of Access

Hi [Name],

Under GDPR Article 15, you have the right to access all personal data we hold about you. You can download a complete copy at any time from Settings > Privacy > Export My Data.

If you have questions about specific data points or need clarification about how data is used, you can also contact our privacy team at privacy@astratalk.com.

Astra Guidance

"Astra gave me wrong information"

Hi [Name],

Thank you for letting us know. Astra is an AI spiritual guide — her responses are grounded in established traditions (astrology, numerology, tarot, I Ching, etc.) and your Soul Codex, but they are not infallible, especially for topics that require highly precise birth data or real-time external information.

Some reasons an answer might feel off:

Birth time is missing or approximate — rising sign, houses, and planetary hours depend on it

Current transit data may not yet include a very recent ingress or station

The question involved nuanced personal context that Astra couldn't see

If Astra made a claim that seems clearly factually wrong (not just spiritually unexpected), please paste the exact exchange and I'll review it with our team.

"Astra said something inappropriate or harmful"

Hi [Name],

We take this very seriously. Astra is designed with strict safety guidelines — she should never make medical or legal recommendations, claim psychic certainty, or pressure you toward any action.

Please paste the exact message(s) so we can review the conversation and improve our safety measures. Your report is confidential.

If you are currently in distress, please contact the 988 Suicide and Crisis Lifeline (call or text 988 in the US) or your local emergency services.

Practitioner Marketplace

"I want to cancel / reschedule a booking"

Hi [Name],

Cancellations made at least 24 hours before the session start time qualify for a full refund. You can cancel from Dashboard > My Bookings > [Session] > Cancel Booking.

If you need to reschedule, cancel the existing booking (if within the refund window) and rebook for your preferred time.

Cancellations inside the 24-hour window are subject to the practitioner's stated cancellation policy, which is shown on the booking page.

"The practitioner didn't show up / session failed"

Hi [Name],

I'm sorry the session didn't happen as planned. A few things:

If the practitioner didn't join and you waited more than 10 minutes past the scheduled start, you are entitled to a full refund regardless of cancellation policy.

If there was a technical failure (platform error, video link broken), please let me know and I'll escalate to our technical team.

Please confirm the booking ID from Dashboard > My Bookings and I'll process the refund or escalation.

"I want to report a practitioner"

Hi [Name],

Thank you for letting us know. Reports can be filed from your session detail page (Dashboard > My Bookings > [Session] > Report an Issue). Reports are private and reviewed within 2 business days.

If you experienced financial harm or a safety violation, I can escalate this immediately. Please describe what happened, including the practitioner name and session date.

"I'm a practitioner and my payout is missing"

Hi [Name],

Practitioner payouts are processed via Stripe Connect. After a session is marked complete, the payout is initiated within 1–3 business days depending on your Stripe account's payout schedule.

To check your payout status:

Go to Dashboard > Practitioner Portal > Payouts

Or log in to your connected Stripe Express dashboard

If a payout is delayed beyond 5 business days, let me know the session ID and I'll investigate with our Stripe account.

Escalation Paths

Issue type	First responder	Escalate to
Billing / charge dispute	Support	Stripe dashboard (manual refund)
Account access	Support	Manual DB lookup if needed
Data export / GDPR	Support	privacy@astratalk.com
Astra safety concern	Support	Engineering (conversation review)
Practitioner dispute	Support	Operator (marketplace admin panel)
Practitioner payout	Support	Stripe Connect dashboard
Platform outage / error	Engineering	hostssh logs (`hostssh logs astratalk --follow`) / pino structured logs

Support Response Guide

Use these templates for common inbound support topics. Customise the [bracketed] fields before sending. All responses assume you are writing from support@astratalk.com.

Billing

Can't Find Receipt

Hi [Name],

Thanks for reaching out. You can find all billing receipts in Settings > Billing > Payment History. Each entry shows the date, amount, and a download link for the PDF invoice.

If you were charged outside your normal billing cycle (for example after upgrading mid-cycle), you may see a prorated charge for the remainder of that billing period.

Let me know if you don't see a specific charge there and I'll pull it up for you.

Upgrade / Downgrade Request

Hi [Name],

You can change your plan at any time from Settings > Billing > Change Plan. Upgrades take effect immediately and you're charged a prorated amount for the remaining billing period. Downgrades take effect at the next billing renewal — you keep your current tier until then.

If you'd like me to make the change on your behalf, just let me know which plan you'd like to move to.

Cancellation

Hi [Name],

You can cancel your subscription at any time from Settings > Billing > Cancel Subscription. Your access continues until the end of the current billing period and you won't be charged again.

AstraTalk offers a 7-day satisfaction guarantee for new subscribers. If you cancelled within 7 days of your first charge and would like a refund, let me know and I'll process it.

Charge Dispute

Hi [Name],

I'm sorry there's confusion about this charge. Let me look into it.

[Investigate in Stripe dashboard — confirm the charge date, amount, plan, and whether there was a proration or renewal.]

[Respond with findings and offer refund if warranted, or explain what the charge was for.]

Account Access

Can't Log In / Password Reset

Hi [Name],

From the login page, select Forgot Password and enter your email address. A reset link will be sent to [email]. The link expires in 1 hour.

If you don't see the email, please check your spam folder and make sure you're looking in the inbox for the address you registered with.

If you're still stuck, let me know and I can trigger a manual reset from our side.

Email Change

Hi [Name],

To update your email address, go to Settings > Account > Email. You'll be asked to verify ownership of the new address before the change takes effect.

If you no longer have access to the original email and can't complete the flow, please reply with proof of account ownership (a screenshot of a previous billing receipt or your account creation confirmation email) and I can update it manually.

Two Accounts / Merged Profiles

Hi [Name],

We don't currently support account merges. If you created two accounts, the best path is to decide which account to keep and delete the other from Settings > Account > Delete Account.

Your Soul Codex data can be exported from either account (Settings > Privacy > Export My Data) before deletion.

Data and Privacy

Data Export Request

Hi [Name],

You can request a full export of your account data at any time from Settings > Privacy > Export My Data. The export includes your Soul Codex, conversation history, assessments, journal entries, and all associated personal data.

Exports are usually ready within a few minutes and are delivered as a downloadable JSON file. You can request up to 3 exports per day.

If you have trouble accessing the export feature or need assistance interpreting the file, let me know.

Account Deletion Request

Hi [Name],

You can permanently delete your account from Settings > Account > Delete Account. This removes all personal data immediately, with the exception of financial records (retained for 7 years per tax law) and security audit logs (retained for 2 years).

Please note: deletion is permanent and cannot be reversed. If you'd like a copy of your data before deleting, export it first from Settings > Privacy > Export My Data.

If you'd like me to confirm the deletion for you after you complete the flow, just let me know.

GDPR / Right of Access

Hi [Name],

Under GDPR Article 15, you have the right to access all personal data we hold about you. You can download a complete copy at any time from Settings > Privacy > Export My Data.

If you have questions about specific data points or need clarification about how data is used, you can also contact our privacy team at privacy@astratalk.com.

Astra Guidance

"Astra gave me wrong information"

Hi [Name],

Thank you for letting us know. Astra is an AI spiritual guide — her responses are grounded in established traditions (astrology, numerology, tarot, I Ching, etc.) and your Soul Codex, but they are not infallible, especially for topics that require highly precise birth data or real-time external information.

Some reasons an answer might feel off:

Birth time is missing or approximate — rising sign, houses, and planetary hours depend on it

Current transit data may not yet include a very recent ingress or station

The question involved nuanced personal context that Astra couldn't see

If Astra made a claim that seems clearly factually wrong (not just spiritually unexpected), please paste the exact exchange and I'll review it with our team.

"Astra said something inappropriate or harmful"

Hi [Name],

We take this very seriously. Astra is designed with strict safety guidelines — she should never make medical or legal recommendations, claim psychic certainty, or pressure you toward any action.

Please paste the exact message(s) so we can review the conversation and improve our safety measures. Your report is confidential.

If you are currently in distress, please contact the 988 Suicide and Crisis Lifeline (call or text 988 in the US) or your local emergency services.

Practitioner Marketplace

"I want to cancel / reschedule a booking"

Hi [Name],

Cancellations made at least 24 hours before the session start time qualify for a full refund. You can cancel from Dashboard > My Bookings > [Session] > Cancel Booking.

If you need to reschedule, cancel the existing booking (if within the refund window) and rebook for your preferred time.

Cancellations inside the 24-hour window are subject to the practitioner's stated cancellation policy, which is shown on the booking page.

"The practitioner didn't show up / session failed"

Hi [Name],

I'm sorry the session didn't happen as planned. A few things:

If the practitioner didn't join and you waited more than 10 minutes past the scheduled start, you are entitled to a full refund regardless of cancellation policy.

If there was a technical failure (platform error, video link broken), please let me know and I'll escalate to our technical team.

Please confirm the booking ID from Dashboard > My Bookings and I'll process the refund or escalation.

"I want to report a practitioner"

Hi [Name],

Thank you for letting us know. Reports can be filed from your session detail page (Dashboard > My Bookings > [Session] > Report an Issue). Reports are private and reviewed within 2 business days.

If you experienced financial harm or a safety violation, I can escalate this immediately. Please describe what happened, including the practitioner name and session date.

"I'm a practitioner and my payout is missing"

Hi [Name],

Practitioner payouts are processed via Stripe Connect. After a session is marked complete, the payout is initiated within 1–3 business days depending on your Stripe account's payout schedule.

To check your payout status:

Go to Dashboard > Practitioner Portal > Payouts

Or log in to your connected Stripe Express dashboard

If a payout is delayed beyond 5 business days, let me know the session ID and I'll investigate with our Stripe account.

Escalation Paths

Issue type	First responder	Escalate to
Billing / charge dispute	Support	Stripe dashboard (manual refund)
Account access	Support	Manual DB lookup if needed
Data export / GDPR	Support	privacy@astratalk.com
Astra safety concern	Support	Engineering (conversation review)
Practitioner dispute	Support	Operator (marketplace admin panel)
Practitioner payout	Support	Stripe Connect dashboard
Platform outage / error	Engineering	hostssh logs (`hostssh logs astratalk --follow`) / pino structured logs