Support FAQ

Common setup and troubleshooting answers across Aethera products.

Last updated: September 9, 2026

Login and account

  • The page still looks signed out: refresh once. If the account is still wrong, sign out, sign in again, and confirm the email shown in account settings.
  • 2FA code rejected: enter only the newest 6-digit code. If it fails, request a new code and use it promptly.
  • Still locked out: contact support@aethera.tv with the approximate time, browser, and account email. Never send a password or sign-in link.

Uploads and processing

  • Upload session refused: you may have reached concurrent upload-session limits. Finish or cancel pending uploads and retry.
  • Upload blocked: Aethera checks file types and may reject a file that fails a safety scan.
  • Finalize or transcode delay: check Status and include the upload ID in your report. Storage add-ons do not apply to uploaded Aethera.TV videos.

VTT and realtime

  • Frequent disconnects: verify network stability and retry in a current browser with nonessential extensions disabled.
  • Cannot join world: confirm your campaign invite is active and role permissions are correct.
  • Room is full: the server enforces hard realtime capacity to protect active sessions.

Which docs do I need: Mythos or Atlas?

  • Aethera Mythos runs in your browser and organizes worlds, lore, quests, timelines, and session records.
  • Aethera Atlas is the desktop map editor for generating, editing, saving, and exporting maps. You can choose to publish a finished map from Atlas to Mythos.

Desktop apps

  • Access is out of date: confirm the displayed account and computer clock, connect to the Internet, then refresh access from the app's Account panel.
  • An app will not open a project: keep the original file, avoid clearing app data, and contact support before reinstalling or deleting recovery files.
  • Sharing diagnostics: send the app and Windows versions plus a sanitized error. Do not send a private project, raw log, local path, token, or sign-in callback. If more evidence is needed, support may ask for one specific sanitized item. Never share a token or sign-in callback.

Billing and payment methods

  • Premium: Aethera Premium includes Pro VTT features and limits, Atlas Pro, Delve Pro, Voice Plus, and ad-free playback, as detailed on the Premium page.
  • Delve Pro access: Delve Lite remains free with unlimited local maps, no watermark or resolution cap, core editing and procedural tools, and full commercial-use map exports. Standalone Delve Pro is $3.99/month or $35.99/year with no trial, and is included with active Aethera Premium. Existing Pro-authored projects remain open, editable, renderable, and exportable after a downgrade. See current availability on the pricing page.
  • Moving Delve Pro to Premium: use Upgrade to Premium in the Delve Pro billing card. Aethera changes the same Stripe subscription with immediate proration instead of creating a second renewal. If Stripe has not confirmed payment, retry from the same billing card or open billing help.
  • Atlas Pro access: Atlas Lite remains free, and Atlas Pro is included with active Aethera Premium. When standalone checkout is enabled, Pro is $3.99/month or $40.70/year; the pricing page shows current availability.
  • Storage add-ons: these expand VTT campaign assets. Mythos has its own world-asset allowance. Neither adds uploaded-video capacity.
  • Payment methods: checkout lists the methods currently available for that product, account, and region.
  • Managing a plan: use the billing portal linked from your account for active subscriptions, invoices, and payment methods.

How to report issues effectively

Include the product, page URL when relevant, timestamp with time zone, browser or app version, steps to reproduce, and the expected and actual result. Attach sanitized visuals only when they do not expose private content.

Email support@aethera.tv. For non-sensitive bugs, you can also use an issue tracker when available: Issue tracker unavailable.

Aethera is built and operated by one developer. I prioritize account access, safety, suspected security, billing, and possible data-loss reports. The inbox is not monitored around the clock, and I cannot promise an acknowledgement or fix by a set time. See how reports are prioritized.