Purchases & billing
If a purchase or its access is missing in AstroCarto, check the payment outcome, the account that made the purchase, the included action, and the remaining usage separately. A payment-success page is not the only place to check a transaction, and an error returning from checkout does not by itself prove that no payment happened. Avoid purchasing again while the first payment's outcome is unclear.
What should I do with the payment status I see?
Keep the checkout or payment reference and compare it with your payment-provider receipt and AstroCarto order record. Closing a checkout window, returning to the site, or seeing a report still generating are not interchangeable payment outcomes.
| Situation | What it tells you | What to do next |
|---|---|---|
| Checkout or payment verification is still processing | The payment and account update have not yet been confirmed together | Keep the reference and let the current verification finish. Check the provider's transaction status and your account records before starting another checkout. If the status stays unclear, contact support with that reference. |
| The provider confirms payment and a matching successful order appears | You have a matching payment and purchase record | Check the purchased action and remaining usage below. A successful package purchase does not by itself prove that a report has finished generating. |
| The provider confirms payment, but the order or access is missing | There is a discrepancy to investigate | Check the purchasing account first. If it matches, keep the provider receipt and reference and contact support; do not pay again just to activate the same purchase. |
| You canceled or saw a failed checkout | That checkout did not show a confirmed success | Check for an actual completed provider transaction before trying again. If there is a confirmed charge, use the missing-order route above instead of treating the cancellation screen as final proof. |
| The return page failed to load or shows an error | The return or verification step failed | Check the provider and account records. This screen alone cannot settle whether payment succeeded. |
| An order says refunded or partially_refunded | The order has a recorded refund state | Compare the amount with the provider's records and ask support about an unexplained difference. This is not a new completed purchase or a promise that every benefit remains active. |
More than one checkout reference does not automatically mean more than one completed charge. If you suspect duplicate billing, compare the provider's completed transactions, their amounts and currencies, and their references; send both references if two completed charges remain unexplained.
Am I signed in to the account that made the purchase?
The account holding the purchase can differ from the email used by a payment provider. Start with the AstroCarto sign-in identity; do not assume that a payer email is necessarily the account email.
- Open your account profile and note the email shown for the signed-in AstroCarto account. Check whether you used an email sign-in or another sign-in method at purchase time.
- In that account, open order records. Match the approximate purchase date, payment provider, amount, currency, and transaction reference. If the table is filtered, clear its search and provider/type/status filters before concluding the order is missing; check later pages for an older purchase.
- If you recognize another AstroCarto account that you used to purchase, sign in to that account and check its records. Do not create a new account merely to match the payer email.
- If you cannot identify the purchasing account, give support the current account email, payer email if different, and transaction reference. Support needs that match to investigate; a sign-in session alone does not establish ownership of an unrelated payment.
Do not share passwords, sign-in codes, full card numbers, or unrelated transactions. A receipt screenshot should retain the relevant amount, currency, date, and reference while hiding unrelated personal information.
Why is an action still locked after a successful purchase?
Once the purchase matches your account, name the exact blocked action and read its message. The same research session can include comparison cards, a complete report, AI questions, and downloads with different access and usage conditions.
| What you see | What to check | Correct next step |
|---|---|---|
| A sign-in prompt | Whether the current session is the purchasing account | Sign in to the matching account and return to the action. A provider receipt does not sign you in automatically. |
| An upgrade or access prompt | Whether the purchased offer includes that exact output | Compare the original offer with action-specific access. Current new-plan descriptions do not rewrite the terms of every older purchase. |
| Insufficient credits, no report allowance, or a stored-person limit | Which usage unit is missing | Check reports, profiles, and credits. Credits, report allowances, and stored-person slots cannot substitute for one another. |
| A birth-time or input error | The workflow's required data | Correct known input errors or follow birth-time limits. A payment cannot turn a guessed birth time into an exact one. |
| Generating, failed, or a missing saved result | The specific report's status and record | Follow missing-result guidance. Investigate the existing report before submitting another generation request. |
Worked example: I paid, but the comparison report will not open
This is a hypothetical support sequence, not a customer payment or a live account test. Suppose you want the complete comparison for Paris, Lisbon, and Berlin for Career & recognition and have a confirmed payment receipt.
- Match that receipt to the order in the purchasing AstroCarto account. If you were signed in to a different account, change to the purchasing account before interpreting its plan or balance.
- Check what the purchase covers. If it covers comparison cards but not the complete written report, the cards can work while the report action remains locked. This is an output distinction; it does not establish that the first payment failed. Current Pro covers the cards; current Ultimate covers complete-comparison-report access. Check the original terms for an older purchase.
- If complete-report access is included but the action says 50 credits required and the account has 40, the problem is a credit shortfall. Extra Personal Report allowances do not resolve it. Use the usage guide to check the account record before choosing another purchase.
- If the report is already generating, use its status or return entry. If it has completed, open the matching record from My Astrology Reports. An empty report view and a failed payment are different problems.
- If the receipt, successful order, included action, and remaining usage all match but the action stays locked, record the message and ask support to check that purchase. Do not repeatedly buy the same offer to test whether it unlocks.
This sequence leaves you with one concrete issue to report: account mismatch, output not included, a named usage shortfall, a report-status problem, or unexplained access after a matched purchase.
Where are my order and usage records?
For purchases, open My Orders. On smaller screens, the profile's Orders entry opens the same records. The table shows the order ID, Provider, transaction number, Amount and currency, Type, Status, and Created At. The transaction-number heading can appear as 交易号; select the reference to copy it. A PayPal capture reference is also shown when available.
Search by the transaction reference, clear filters when needed, and check the amount and currency as well as the date. Keep the provider's receipt alongside the AstroCarto order: the provider reference helps locate the payment, while the account order helps locate its application to AstroCarto. If no matching order appears, continue with account matching and include the provider reference in your support request.
For remaining usage, open Plan & Credits. For credit additions and deductions, open Credit History and compare the date, details, amount, and balances after each row. Use the usage-record explanation to distinguish a credit deduction from a Personal Report reservation. Neither the order table nor Credit History is the report archive; completed reports belong in My Astrology Reports.
If you need billing documentation that you cannot find in the order record or provider receipt, request it through support with the relevant transaction reference and the details you need. Do not start another checkout to obtain a receipt for an existing payment.
What should I send to support, or check before requesting a refund?
Use the Refund Policy for eligibility and exclusions, and contact support for a purchase investigation or request. A failed screen, a locked action, or an unused balance does not by itself guarantee a refund. Restoring an allowance, correcting an access problem, returning credits, and refunding money are different outcomes; support needs the relevant records to determine which applies.
Include:
- The email on your AstroCarto account and the payer email if it differs.
- The payment provider, order or transaction reference, purchase date with time zone, amount, and currency. For suspected duplicate completed charges, include each reference.
- The offer you bought, the action you tried, and the exact error or access message.
- What appears in My Orders and, for a usage issue, the relevant Credit History rows or report status/reference.
- The result you need help with: finding the purchase, checking access, explaining usage, locating a report, obtaining billing documentation, or reviewing a refund request.
Keep sensitive payment and sign-in details out of the request. You can investigate an existing purchase without buying again; the policy and the review of that purchase determine the response, rather than a promised automatic refund or processing time.