Support

Get help with Aethera products, your account, billing, or a problem that is blocking your work.

Last updated: August 9, 2026

Contact support

Email Loading support email for account, billing, product, safety, or private security issues. Include the product, what happened, and when it happened. Do not include a password, payment card details, sign-in link, access token, or other secret.

Before contacting support

  • Check Status for a service or release problem.
  • Refresh the affected browser page once, or restart the desktop app once.
  • Confirm you are signed into the expected Aethera account.
  • Save local work before reinstalling, clearing data, or removing a project.

Desktop app support

For Atlas, Echoforge, Aether Forge, or Aethera Voice, include the app version, Windows version, approximate time with time zone, the action attempted, and a sanitized on-screen error. If an app shows a non-secret support reference, include that too.

Do not send a private project, map, recording, autosave, recovery file, raw application log, local path, token, cookie, sign-in callback, payment details, or full receipt. If I need more evidence, I will ask for one specific redacted item. A blank or bundled sample is safer for visual reproduction.

For an Atlas access mismatch, confirm the displayed account and computer clock, connect to the Internet, and choose Refresh access. Never share the returned sign-in callback link.

Atlas support

Include the app version, approximate UTC time, action attempted, displayed account, and the non-secret Support reference when one is shown.

Do not send a world or map name, Atlas project, private screenshot, raw application log, local path, token, cookie, sign-in callback, payment details, or desktop cache. Support does not need private map content to investigate access, billing, packaging, or application-state failures.

Aethera support never asks for payment details, a private project, or a desktop cache. Use a blank or bundled sample if a visual reproduction is needed.

Atlas Pro is included with active Aethera Premium. The pricing page shows whether standalone checkout is currently available. Access follows the validated account entitlement; support cannot grant it through a manual cache or local application edit.

Billing and subscriptions

  • Manage active subscriptions, payment methods, and invoices from the billing portal linked in your account.
  • Aethera Premium includes Pro VTT features and limits, Atlas Pro, Voice Plus, and ad-free playback, as detailed on the Premium page. When standalone Atlas Pro checkout is enabled, it is $3.99/month or $40.70/year; check the live pricing status before starting checkout.
  • Storage add-ons expand VTT campaign assets. Mythos has its own world-asset allowance. Neither adds uploaded-video capacity.
  • For an access or charge mismatch, include the product, account email, approximate time, and receipt or invoice reference. Redact payment details.

More details: Billing and payment methods FAQ.

Report a bug

Use the issue intake guide, then send the report through the issue tracker. If that page is unavailable, email support.

Issue intake checklist

Include what applies to the problem:

  • Product, page URL, and timestamp with time zone
  • Browser and OS, or desktop app and version
  • Your role when relevant, such as creator, GM, or player
  • Steps to reproduce and the expected and actual result
  • A sanitized screenshot or short recording when it does not expose private content; do not send raw logs unless support requests a specific one

How reports are prioritized

Aethera is built and operated by one developer. I review account access, safety, suspected security incidents, billing problems, and possible data loss before routine bugs and feature requests. The inbox is not monitored around the clock, and I cannot promise an acknowledgement or fix by a set time.

Aethera support is not an emergency service. If someone is in immediate danger, contact the appropriate local emergency service.

More help

Community

Use the community hub for public discussion, shared ideas, and help from other users. Do not post account, billing, security, or private project information there: Community hub.

Service status

Check the Status page for public platform, Atlas, and Aethera Voice checks. Use Known Issues for current advisories and safe workarounds.