Manage your account

How do I check that I am using the right account?

Open your profile and check the signed-in email before interpreting a missing purchase, person, report, or conversation. A payment-provider email can differ from the AstroCarto account email. Changing the display name does not change which account holds those records.

1. If you are signed out, return through Sign In using the account and sign-in method you previously used. If you normally use a provider button, use that same option when offered.
2. For email-and-password access, use the email belonging to the existing account. If you forgot its password, choose Forgot password? on the sign-in screen and follow the email instructions. A request message alone does not identify which account holds a purchase.
3. After signing in, check the profile email again. If you recognize a different account used for the purchase or result, return to that account before treating the data as missing.
4. If you cannot regain access or identify the account, contact support with the known account email and relevant purchase or report reference. Do not create a new account expecting old purchases and saved results to move automatically.

This page does not promise account merging, automatic email changes, or restoration of an account already deleted. Never send support your password, sign-in code, or reset link.

What can I change in Settings?

Open Settings to update Full Name and Avatar. The Email field is shown for identification and is not editable in this form. These profile settings do not edit your stored birth details, recalculate a map, or rewrite an existing report.

The current name limit is 16 characters. Names can use letters, numbers, spaces, dots, underscores, and hyphens. Avatar uploads currently accept PNG, JPG/JPEG, SVG, and WebP, up to 1 MB. Follow the field's message if an input is rejected; a failed upload or update is not a completed save.

For example, if you change the displayed name to Alex Rivers and choose an image, check Profile Updated and reopen the form before relying on the change. This is a hypothetical settings example, not an account update performed for this guide. It changes the profile name and avatar, not Alex's birth date, saved-person record, report input, or purchasing account.

What should I decide before deleting anything?

First choose the object you want to change. You may be able to complete the task while keeping the account:

Before proceeding, keep any available reports or files you need and make sure you can open them. Account deletion also deletes all of that account's records in Stored Astro Data. If you only want to remove a person's birth details while keeping the account, use the person's deletion controls and check the result. Deleting a birth profile does not rewrite old reports or files already created from it.

Account deletion removes sign-in access and sessions, and you lose access to credits and saved content associated with that account. Do not expect a recovery bin, a later sign-in to restore the old account, an automatic refund, or automatic deletion of copies already downloaded to your devices.

Read the Privacy Policy and Terms of Service for data-handling and account terms. For a specific erasure request or a question about a particular record, contact support with the object you mean; do not treat loss of account access as a separate confirmation about every stored item or transaction.

How does self-service account deletion work?

Open Delete account while signed in. Confirm the Registered email displayed there and read What happens. Use the branch the page shows; a free plan label alone does not settle eligibility when the account has billing history.

When the page shows Delete this free account, self-service is available for that account's current status. No email-verification step is required in this flow.

1. Finish the checks above and decide whether you want irreversible account deletion.
2. Type DELETE exactly in Type DELETE to confirm.
3. Select the acknowledgment that the account cannot be restored.
4. Choose Delete account once and wait for the result. A successful completion shows Account deleted and signs you out.

An error or a spinning button is not a success confirmation. Read the message; if it now says support must handle deletion or a payment is processing, follow that branch instead of repeatedly submitting. If the outcome remains unclear, ask support before assuming the account was deleted or trying to recreate it.

Three example outcomes

These are invented account conditions used to explain the branches, not deletion tests on real accounts:

• An ordinary account with no relevant billing or pending-payment records can receive the self-service path.
• An account with a completed purchase or a refund record receives the support-assisted path, even if its current plan looks free.
• An account with a pending payment and no higher-priority billing-review condition can be temporarily blocked. It should resolve the payment question first.

The page rechecks eligibility when you submit. Conditions can change while it is open, so a previously visible button is not a guarantee that deletion will still be allowed later.

What if the page says support must handle deletion?

If you see Contact support to delete this account, the account has billing history or another billing condition requiring review. Completed payments, refunds, and active subscription records can require this path. It does not mean deletion has already happened or that every paid account can use the self-service button.

Use Email support on that page, or the site's support entry, and send the request from the registered email shown there. State that you want account deletion, identify the account, and include a relevant transaction reference if there is a billing question. If you cannot access that mailbox, explain the access problem; do not claim another address is automatically verified as the account owner.

Submitting a support request does not itself delete the account, refund a payment, or transfer credits. Ask about a separate data-erasure request explicitly if that is part of your goal. No fixed processing time or restoration promise is given here.

What if a payment is still processing?

If the page shows A payment is still processing, account deletion is temporarily unavailable for that status. Check the payment outcome and purchase record before trying again. Closing a checkout window does not necessarily settle the transaction, and a pending payment is not the same as a completed charge.

Keep the provider reference, approximate time and time zone, amount and currency, and the account email. If payment completed, or its outcome remains unclear, contact support from the registered address. Do not start another checkout merely to clear the deletion screen, and do not assume there is a fixed waiting period after which deletion will automatically happen.

If a completed or refunded purchase is also present, the page may require support-assisted deletion instead. Follow the current message, not a previous screenshot or a guess based on the plan name.

Where should I go for another account problem?

Use support when you cannot access the account, a settings update keeps failing, or the current deletion result is unclear. Describe the account email, action, exact message, and approximate time; include a relevant order or report reference only when it helps locate the issue.

For stored-person changes, use the birth-data guide; for missing results, use the saved-result guide; for purchase or credit discrepancies, use the purchase and usage guides linked above. Say which object you want corrected, removed, recovered, or explained. This avoids treating a profile edit, data deletion, purchase investigation, and account closure as the same request.