FAQ

If you have purchased our services on the website
(The website subscription means that you were redirected to download the application via the website of social media adverts.)
To unsubscribe you need to follow the link, then enter your email address and unsubscribe!
Additionally, if you have purchased our service using PayPal please see the guide on how to cancel your subscription:

1. Log in to your PayPal account
2. Click Settings near the top
3. Click Payments.

Dear customer, Nebula Web subscription plan includes receiving 150 welcome credits once and 150 credits every two weeks for chatting with professional experts.
If you have any other questions, feel free to ask our Customer Support team. We will be glad to help you with that!

Dear customer, please note that it can take up to 24 hours from the time of order to generate a compatibility report based on the information provided and send it to the customer.
If you haven't received your compatibility report, please, contact our Customer Support team and we will assist you on this matter!

Dear customer, don't worry about that :)
If you have made an error during the order for the compatibility report, feel free to send your correct data below and we will resend you the correct one. Here is the list of information needed in order us could resend your report:

1. name
2. gender
3. date of birth (please, use the format YYYY-MM-DD)
4. place of birth
5. time of birth

We are patiently waiting for your appeal (Submit a request).
Take care and have a nice day

Dear customer, please note that your astrological info depends on many factors such as your date, place, and time of birth, so we kindly ask you to double-check all information, especially geolocation.
Also, we want to mention that we use the Greenwich Mean Time, GMT/UTC +2 hours. Please try to set your birth details according to GMT +2 time zone.
If you have any other questions regarding inaccurate info, please, provide our Customer Support team with a detailed description and screenshots so we can start investigating this case as fast as possible!

Dear customer, in order to log into your Nebula Web account you need to go to the Nebula Web.
There, you will be able to log into your account in three different ways:

1. Sign in with Google
2. Log into your newly created account with the mail and password you used while signing up manually on Nebula Web
3. Log in with the credentials we sent you by mail after completing onboarding within 24 hours. If you have any other questions regarding how you can log into your account, feel free to ask our Customer Support team!

Dear customer, in order to find the settings on Nebula Web, you need to press the slicer on the upper right corner of the website. There, in the list of options, you will be able to see the "Settings":
Or you can just use this link to go there!
There you will be able to change your personal data, delete your Nebula Web account and see your current balance! If you have any other questions, feel free to ask our Customer Support team about them!

Dear customer, to delete your account, you need to go to the settings tab. In order to find the settings on Nebula Web, you need to press the slicer on the upper right corner of the website. There, in the list of options, you will be able to see the "Settings":
In settings, you will be able to change your personal data, delete your Nebula Web account and see your current balance! After pressing the "Settings" button, you will be redirected to settings.
There, in the "Personal information " tab, you will be able to see the "Deactivate my account " button:
This way you will be able to delete your Nebula Web account.
If you have any other questions, please, feel free to ask our Customer Support team about them!

Dear customer, in order to reset your Nebula Web account's password, you need to perform the following steps:

1. Go to the Nebula Web
2. Press the "Forgot password?" button
3. Enter your email and press "Continue"
4. Go inside a letter from us and press there "Reset my password"
5. Enter your new password and confirm it in the field below

Here we go! The password to your Nebula Web account was changed.
If you have any other questions on this matter, feel free to ask our Customer Support team!

Dear customer, in order to confirm your email, you need to go to your email address to check if there is already a mail to confirm your mail. If there is no letter, please, perform the following actions:

1. Log into your account on the Nebula Web
2. On the top you will be able to see the button to resend the confirmation letter:
3. Press the "Resend " button
4. Go to your email address stated that is stated in your Settings
5. Open the letter from Nebula Web Team named "Here is your confirmation email! "
6. Press the "Confirm Email " button

Congratulations! This way you will be able to confirm your email. If you have any other questions on this matter, feel free to ask our Customer Support team!

Dear customer, to change your personal data, you need to go to the settings tab.
In order to find the settings on Nebula Web, you need to press the slicer on the upper right corner of the website. There, in the list of options, you will be able to see the "Settings".
In settings, you will be able to change your personal data, delete your Nebula Web account, and see your current balance!
After pressing the "Settings" button, you will be redirected to settings.
There, in the "Personal Information" tab, you will be able to see the personal data that you can change.
If you have any other questions, please, feel free to ask our Customer Support team about them!

Dear customer, if you face such problems, we are kindly asking you to appeal to our Customer Support team on this matter. Also, please share the following details while appealing in order to solve your problem as fast as it's possible:

1. problem explanation
2. your name in the app
3. your birth details (date of birth (please, use the format YYYY-MM-DD), place of birth (City, Country), time of birth)
4. date of your chat/order

We are patiently waiting for your appeal!

Dear customer, in order to choose the expert that matches you, you need to perform the following actions:

1. Go to the "Profile" tab
2. Scroll down in the "Profile " section

There, you will be able to see experts that match your preferences!
If you have any other questions, please, feel free to contact our Customer Support team

Dear customer, minutes are the same for all of us. As soon as you send your message, 30credits are spent to pay for a minute of chat. Within that minute (60 seconds), you will be able to send as many messages as you want free of charge. You won't be charged for the time it took for the astrologer to answer you. If any problem happened with you regarding this matter, please, let us know about that.

Dear customer, we have a limit of 2000 symbols in our chats, so you should spread your message to smaller parts to stick to this limit. Your question may have more, that's why this issue could possibly occur. If the problem persists, we kindly advise you to appeal to our Customer Support team . We will do our best to help you with that.

Dear customer, in order to find your chat on Nebula Web, you need to perform the following actions:

1. Go to the Nebula Web
2. Go to the "Chatroom" tab

There you will be able to see the Conversation section. In the list of Conversations, you will be able to see chats with all experts you have ever reached out to or with experts that reached out to you.
If you are not able to find the chat or the answer from the certain astrologer feel free to contact our Customer Support team.

Dear customer, in order to use your credits for chatting with experts on Nebula Web, you can start the chat with one of our advisors available on the Nebula Web in the Advisors section.
Also, you can head to the Chatroom section to check if there are any astrologers did try to reach out to you.
If you have any other questions regarding this matter, we are patiently waiting for your appeal!

Let us advise you that the available languages are Spanish, English, Chinese, Portuguese, French, and Japanese. If you want to change to the one from the list, you need to change the language on your phone.
To change language, on your iPhone:

• Open Settings → General.
• Tap Language & Region.
• If you want to choose English in the list of Preferred Languages, orders place English higher than another language.

To change the language on your Android:
On your Android device, tap Settings.

• Tap System Languages & input. Languages. If you can't find "System," then under "Personal,"
• Tap Languages & input Language.
• Tap Add a language. and choose the language that you want to use.
• Drag your language to the top of the list.

If some elements of the app will still be in another language, please re-install the app.

If you are an iPhone user, perform the next steps:

• Please go to "My profile"
• Then in the top right corner, tap on the cogwheel
• Tap the "Edit My Profile" button.

If you are an Android user:

• Tap the cogwheel in the top right corner of the main screen.
• Then tap the "Edit My Profile" button.

For Android Users:
Unfortunately, there is no way to transfer a user's account from one Android device to another. All data is stored on the device and is deleted after deletion of the Nebula app. You can only create a new profile on your new device. However, our users are able to restore their premium subscription if they are using the same Gmail account on the new device. Here is the guide on how to do it: Guide
If there are unused credits on the old device, please contact our support team through the new phone via the "Support (Contact us)" feature in the Nebula's "Settings" menu on your new device to give us all the necessary info. Please see how to find it here: How to find the settings menu, and please provide us with the screenshot of your transactions for credits from your purchase history.
For Apple Users:
To restore your subscription you should do the following actions:
To restore your subscription on your iPhone\iPad device:

1. Please make sure you're signed in to the same Apple ID account as at the moment of your subscription purchase
2. Go to the settings inside the Nebula app.
3. There you will be able to choose the "Unlock All Features" option.

The screen with subscription options will open up. At the very bottom, you will see the "Restore" button. Please press it to restore your subscription.
In order to get access to your purchased credits and conversation history, you should sign in to your account.
To get into your account, you should do the following steps:

• Open the Nebula app
• Open the Nebula app
• Tap on the "More details" button in the middle of the screen
• Tap on the Cog icon in the top right corner of the screen
• Tap the "Log out:" button at the bottom of the screen
• Please note that in case if you see the "Sign up" button, You should just sign up using any method you like and then return to the settings, you will see the "Log out" after it
• Then you will be redirected to the login screen
• Tap on "Already a user"
• Choose the sign-in method that you have used before

Dear User,
If the Nebula app is not available in your region or is not compatible with your device, unfortunately there is no way to use the Nebula app on your device. :(
Nevertheless, we can offer you to use our AskNebula.com website. It is similar to Nebula app, but you can access it through any web browser on any device that has internet connection.
If you want to use our website, please go to https://asknebula.com/signup to create your account and use our services, or you can order a Relationship Compatibility Report along with the trial subscription for 7 days to our website using our interesting relationship quiz. You can order it here: https://appnebula.co/
Please see the details about our Nebula WEB services below:
The main feature of our Website is our professional experts that can give you the advice or answer on all your questions
After the registration process, you should verify your account by clicking the "Confirm my email" button at the top.
There on the main page, you can click the "Experts" tab and choose the expert to start the chat. Please note that chatting on Nebula WEB is similar to chatting with messengers. This means, that you will be able to send a message to the astrologer who may answer it in some time.
If you see the gray icon next to an astrologer's photo stating "last seen recently", it means that the astrologer is offline and will give you the answer to your questions asap.
But if this icon is blue and states “online“ then the astrologer is online and ready to talk with you right now.
Tariffication will appear as follows: you will be charged 30 credits for 1 minute spent in chat. During that minute, you will be able to send as many messages as you want. You won't be charged for the time that it took the astrologer to answer you.

If you want to delete your Nebula account, please follow the instructions below (please note that the process of account deletion is similar on devices with iOS and Android operating systems):

1. Go to the "Horoscopes" tab;
2. Then click the "More details"
3. Click on the "Settings" icon in the upper right corner of the display;
4. Then click "Delete account"

If you still have questions or are unable to delete your account, please contact our Customer Support (Submit a request) and we will do our best to help you. After these actions, you will get into your account together with all previously purchased services

Please note that our service must follow the legal requirements of your country. We have the following age restrictions for different countries:

• 16 years for the EU
• 13 years for USA / Canada
• 15 years for Australia
• for all other countries -13 years

If your age meets the standards, but you are having problems please contact our Customer Support (Submit a request) and we will do our best to help you.

If you encounter any technical problems, please contact us directly through the app.
In order for the support team to help you faster, please describe the error in as much detail as possible and attach screenshots or a screen recording. And also information about your device. Here's how you can do it:
If you are an Android user:

• Open the Nebula app
• Press "Setting wheel" (upright corner)
• Press the "Support" button.

If you are an iOS user:

• Open the Nebula app
• Press "More details"
• Press the "Setting wheel" (upright corner)
• Press the "Support" button.

If you have previously contacted the support team via the help center, please repeat your request so that we can verify your device information. Also, please include your previous ticket number, so it will be easier for us to identify you and verify all information.

Firstly, you should check your profile's information in the "Edit profile" menu in the settings. Please see the guide on how to do it: GUIDE
It is very important because to determine your Zodiac sign, Modern Western Astrology looks at the 3 most important factors:

• Your date of birth
• Your place of birth
• Your time of birth

The change of sign does not happen precisely at midnight. The exact time when the Sun switches signs also depends on your location.
For example, in 2019 the Sun entered Virgo on August 23rd at 6:02 AM in New York, but in Los Angeles, it happened at 03:02 AM. In 2020, since it was a leap year, everything shifted one day (after February) and the Sun changed from Leo to Virgo on the 22nd of August at 11:45 AM in New York and 8:45 AM in Los Angeles.
The dates for the "beginning" of a new Zodiac sign are the dates when (most of the years) the Sun changes signs. Thus, by providing a specific time and location you help us determine where the Sun was positioned at the exact moment of your birth. If it does not help, please contact our support team with a description and screenshots. You are able to set up a new time for notifications from the Nebula app in the settings of your account.

You can find how to edit your profile. here
Please find the "Notification settings" button. There you can find all available settings.
As an alternative, you can turn off all notifications from Nebula app through your device notification settings.

Unfortunately, at the moment, there is no option to change your partner details within the app.
We plan to add that in the upcoming updates.
For now, as a workaround, please uninstall Nebula from your phone and install it again. Then start your relationship guide setup again.
If you have started our paid subscription, you'll be able to re-activate it - just tap “Restore” on a subscription screen you get.

Nebula app offers many completely free, highly personalized content that you can easily access without a subscription!
With Nebula you can:

• Get a deeper understanding of yourself based on your zodiac sign.
• Check zodiac compatibility with your partner, friend, relative, or just someone you like or dislike based on zodiac signs' dates.
• Improve your relationships based on deep analysis of your and your partner’s positive zodiac traits and negative zodiac characteristics and find out appropriate solutions with our ultimate 28-day relationship guide.
• Find your perfect match, check marriage compatibility, and build harmonic and happy relationships considering zodiac sign compatibility.
• Learn all about astrology, the right way of reading horoscopes, zodiac symbols, zodiac flowers, zodiac modality, zodiac polarity, zodiac birthstones, planets in astrology, stars in astrology, zodiac elements, etc. You will find out what your lucky days, lucky numbers are, and more!
• Read for free: your daily horoscope, weekly horoscope, monthly horoscope, and yearly horoscope. Is it not enough for you? Read the horoscopes of your friends and family members and know what to expect from them.
• You can communicate in our Nebulatalk community, create your own "rooms" or join existing ones.
• Interesting articles from our astrologers are also available.

If you have premium access to our app, you have a lot of privileges. Such as:

1. You can enjoy our app without any ads
2. You can access your horoscope for yesterday, today, tomorrow, next week, etc without ads
3. Calendars are also available
4. You can make a compatibility report with different zodiac signs without ads.
5. By topping up your balance inside the app, you can communicate with our astrologers.
6. You can communicate in our Nebulatalk community, create your own "rooms" or join existing ones
7. Available interesting articles from our astrologers
8. You can order your own personal relationship guide

Dear User,
Unfortunately, there is no way to transfer the subscription plan and your account between iOS and Android platforms.
You can only transfer your subscription from one platform to another by contacting our support team and providing us with the screenshot of the payment for the subscription or a screenshot from your subscription list on App Store or Play Market.
After this, we will be able to check your subscription and will give you the activation links to restore your premium access.
Also, if you have unused credits on your old device, please provide us the screenshot of your in-app balance on the old device, or you can provide us the screenshot of the payment for these credits. You should contact us through the "Settings" in the Nebula app on your new device using the "Support (Contact us)" feature, to give all necessary info to us. Please see how to find the "Settings" menu here: How to find the settings menu
We are sorry for this inconvenience.

If you made a mistake when ordering your compatibility report from this menu.
You can write to us describing the situation and giving the correct information about you and your partner, namely:

1. name
2. gender
3. date of birth (please, use the format YYYY-MM-DD)
4. place of birth
5. time of birth

We will send you your correct compatibility report.

Dear User,
This situation is due to the fact that you did not select the desired subscription on the sales screen. After tapping the "Continue" button, you have paid for the default subscription, which is the most advantageous.
If you are the Apple user:
Please note that The lifetime subscription is a non-consumable purchase, it means that premium features are purchased once and don't expire. Thus, you can't find this purchase in your subscription list. Also, there is no option to cancel your lifetime subscription.
You could have seen the information about the price of the subscription when you confirmed payment for it. Please see this screenshot as an example.
We can add credits to chat with our astrologers as compensation. We employ only highly qualified astrologers who can answer all your questions about astrology and more!
To receive it please contact our support team through the Nebula app using "Contact us" feature in settings.

Dear User, our lifetime subscription gives you the same premium features as our regular subscription. The main difference is this service provides you with permanent access to the premium. For this reason, this subscription is considered an in-app purchase, not a subscription.
So you can be sure that all premium services work correctly on your account, and you will not be charged anymore.
If you want to find a receipt for a lifetime subscription, you should do the following:
For the IOS devices:

1. Open the Settings app.
2. Tap your name, then tap Media & Purchases.
3. Tap View Account. You might be asked to sign in.
4. Tap Purchase History.
5. Find a purchase of Nebula credits and provide us with the screenshot.

You can find a more advanced guide by this link: https://support.apple.com/en-us/HT204088
For the Android devices:
Where to find it on the Android devices:

1. Open the Google Play Store app.
2. Tap your profile icon on the home screen.
3. Choose "Payments & subscriptions."
4. Select "Budget & history" to view your past Google Play purchases.

You can find a more advanced guide at this link:
https://www.alphr.com/view-purchase-history-google-play/

Dear User, our lifetime subscription gives you the same premium features as our regular subscription. The main difference is this service provides you with permanent access to the premium. For this reason, this subscription is considered an in-app purchase, not a subscription.
So you can be sure that all premium services work correctly on your account, and you will not be charged anymore.
If you want to find a receipt for lifetime subscription, you should do the following:
For the IOS devices:

1. Open the Settings app.
2. Tap your name, then tap Media & Purchases.
3. Tap View Account. You might be asked to sign in.
4. Tap Purchase History.
5. Find a purchase of Nebula credits and provide us with the screenshot.

You can find a more advanced guide by this link: https://support.apple.com/en-us/HT204088
For the Android devices:
Where to find it on the Android devices:

1. Open the Google Play Store app.
2. Tap your profile icon on the home screen.
3. Choose "Payments & subscriptions."
4. Select "Budget & history" to view your past Google Play purchases.

You can find a more advanced guide at this link:
https://www.alphr.com/view-purchase-history-google-play/

You can switch the subscription price or duration in the Google Play App on your Device.
To change a prepaid subscription plan:

• Open the Google Play app.

• Make sure you’re signed in to the correct Google Account.

• Tap the "Payments & subscriptions" button, then the "Subscriptions" button.

• Find and open the Nebula app in a list.

• Tap Manage subscription.

• Select the new plan you want to change to.

• Select a supported payment method.

• Tap Buy or Subscribe.

Here is a guide from Google: https://support.google.com/googleplay/answer/7018481?co=GENIE.Platform%3DAndroid&hl=en#zippy=%2Cchange-between-subscriptions-prepaid-plans

To change the duration or price of Nebula subscription, please follow these steps:

1. Open the Settings app.
   
2. Tap your name, then tap Subscriptions.
   
3. Tap the Nebula app to change a plan.
4. Tap See All Plans, then follow the onscreen instructions to complete the process.

Here is the guide from Apple: https://support.apple.com/en-us/HT204939

As you may know, our premium users can order once a compatibility report for free inside the app, as shown in the screenshot below:

If you want to get one more report with another zodiac sign please follow the link: https://appnebula.co/
But please be aware, that after completing the quiz on the website you will order a website subscription, which is not shown in Google Play / AppStore, so if you want to continue using you have to cancel whether app subscription that is visible in Google Play / AppStore or website subscription (that will be automatically created after the end of the quiz).
Also, you can check sign compatibility through the app by choosing the required signs in the "Compatibility" tab:

Please let us know if you have any issues with access to the report please contact us using "Submit request" mechanism on the support website

If you want to order your compatibility report, here's how you can do it:

1. On the main page, please find the "Get detailed compatibility reading" button
   

2. Check your data and enter your partner's data for the report:

   

• 

If you have not received your report within 3-5 days, please contact us and tell us Your and Your Partner's:

1. name
2. gender
3. date of birth (please, use the format YYYY-MM-DD)
4. place of birth
5. time of birth

We will find your order and resend you your compatibility report.

Our users get their compatibility report in the form of a PDF file with detailed explanations. All compatibility reports are sent to the email address they enter at the end of filling up data.
An email with compatibility report looks like shown in the screenshot below:

To get your report you should have press the "Get my report" button after that you will be redirected to the website where you can download or review the report.
If you are not able to open the compatibility report, please try to open it using other preferable browsers such as Google Chrome, Mozilla Firefox, Internet Explorer, Microsoft Edge, etc...
Additionally, you can try to open the report using Adobe Acrobat Reader or any other application that supports opening files with .pdf format (extension).
If you have any issues with access to the report please contact us using "Submit request" mechanism on the support website

To restore your subscription on your iPhone\iPad device:

1. Please make sure you're signed in to the same Apple ID account as at the moment of your subscription purchase
2. Go to the settings inside the Nebula app.
   

• 

1. There, you will be able to choose the "Unlock All Features" option. (If you do not see this option, then your subscription is already activated)
2. The screen with subscription options will open up. At the very bottom, you will see the "Restore" button. Please press it to restore your subscription.

To restore your subscription on your Android device:

1. Please make sure you're signed in to the same GMail account as at the moment of your subscription purchase. Go to the settings inside the Nebula app.
2. There, you will be able to choose the "Unlock All Features" option. (If you do not see this option, then your subscription is already activated)
3. The screen with subscription options will open up. At the very bottom, you will see the "Restore" button. Please press it to restore your subscription.

On behalf of my team, we’re all sad to see you go.
When doing this, please make sure to open your phone's settings, not the settings inside the Nebula application.
There you will see a list of all active and expired subscriptions. When you tap on a subscription from the list, you can choose a different subscription option or tap Cancel Subscription. If you don’t see Cancel Subscription, the subscription is already cancelled and won't renew.
Here's a more detailed guide on that from Apple:
https://support.apple.com/en-us/HT202039
To erase your account and data, just delete the app.
All your data is stored on your phone, so that would be enough.
We will be happy to see you as our customer again.

If you have purchased our services on the Google Play market
To cancel your subscription on your Android phone or tablet: please, perform the next steps:

1. Open the Google Play Store.
2. Check if you’re signed in to the correct Google Account.
3. Tap the "Payments & subscriptions" button, then the "Subscriptions" button.
4. Select the subscription you want to cancel.
5. Tap Cancel subscription.

Please see a more detailed guide on that from Google Play below:
https://support.google.com/googleplay/answer/7018481?co=GENIE.Platform%3DAndroid&hl=en

If you used the astrologers' service and want to ask for a refund of credits due to a reasonable problem or an issue you encountered - please let us know about it and send to us the information below through the "Submit a request" button with all information about your issue, so we can check your order and make sure that your request is resolved as soon as possible:

• description of the problem you encountered in communicating with an astrologer;
• clarification of the reason why you are requesting the refund;
• your name in the app;
• your birth details: date of birth (please, use the format YYYY-MM-DD), place of birth (City, Country), time of birth;
• service and the name of an astrologer that you chose;
• date of your chat/order;
• anything that confirms that you were charged for the service.

Please submit your request to us by performing the following actions, so we’ll be able to check the information about your device:
For iPhone users:

1. Open the Nebula app
2. Press "More details"
3. Press "Setting wheel" (upright corner)
4. Press the "Support" button.

For Android users:

1. Open the Nebula app
2. Press "Setting wheel" (upright corner)
3. Press the "Support" button.

In order to get an access to your previous chats and credit balance you should sign into your personal account.
This feature is available only for the IOS users.
So if you have an Android device, this feature will not be available for you.
If you have an Android device, and you want to restore credits, please provide us with the screenshot of your payment for the credit pack.
Where to find it on the Android devices:

1. Open the Google Play Store app.
2. Tap your profile icon on the home screen.
3. Choose "Payments & subscriptions."
4. Select "Budget & history" to view your past Google Play purchases.

You can find a more advanced guide by this link:
https://www.alphr.com/view-purchase-history-google-play/

Here is the guide on how you can choose the astrologer to speak with:
At the top of the page, you can find filters and select astrologers who are online or offline. If you tap an astrologer on the photo, a menu will open with information about him.
There is a dot next to the astrologer's name, if it is green, it means that the astrologer is now online and the user has a live chat available.
If there is a gray dot next to the astrologer's name, it means that he is not online. But the user can ask him a question, the answer to which he will receive within 48 hours.

If you used the astrologers' service and noticed that your minutes in Nebula are running out too fast - please let us know about it and send us the information below through the "Submit a request" button so we can check your order and make sure that your request is resolved as soon as possible:

• description of the problem;
• your name in the app;
• your birth details: date of birth (please, use the format YYYY-MM-DD), place of birth (City, Country), time of birth;
• service and the name of an astrologer that you chose;
• date of your chat/order;
• anything that confirms that you were charged for the service.

Please submit your request to us by performing the following actions, so we’ll be able to check the information about your device:
For iPhone users:

1. Open the Nebula app
2. Press "More details"
3. Press "Setting wheel" (upright corner)
4. Press the "Support" button.

For Android users

1. Open the Nebula app
2. Press "Setting wheel" (upright corner)
3. Press the "Support" button.

Also, please see the details about how our chats work below:
You can see the list of Astrologers' services in our app. Please go to the Astrologers
tab at the bottom of your app. br Available options:

1. At the top of the page, you can find filters and select astrologers who are online or offline. If you tap an astrologer on the photo, a menu will open with information about him.
2. Live chat with the astrologist (2,99 per minute) There is a dot next to the astrologer's name, if it is green, it means that the astrologer is now online and the user has a live chat available. In order to ask a question, the user must buy a package for chats (several tariffs are available). Tariffication is per minute. You have to not leave the chat until you get the answer, otherwise, the astrologist loses all the information about you and becomes available to the other users.
3. Question to the astrologist ($7,99) If there is a gray dot next to the astrologer's name, it means that he is not online. But the user can ask him a question, the answer to which he will receive within 48 hours.

To get access to your purchased credits and conversation history, you should sign in to your account.
This feature is available only for IOS users.
So if you have an Android device, this feature will not be available for you.
In case you will still can't see your credits and chat history or you have an ANDROID device, you should do the following:
You should provide the support service with some information(A screenshot of the complete payment, a screenshot of your balance inside Nebula app, and your user ID). This data will help us to make sure that you have actually purchased our credits.
Below, you can find information on how to find the needed information on both platforms:

1. Screenshot of the complete payment for our credits. Where to find it on the IOS devices:
   Where to find it on the IOS devices:
   1. Open the Settings app.
   2. Tap your name, then tap Media & Purchases.
   3. Tap View Account. You might be asked to sign in.
   4. Tap Purchase History.
   5. Find a purchase of Nebula credits and provide us with the screenshot.
   6. Open the Google Play Store app.
   7. Tap your profile icon on the home screen.
   8. Choose “Payments & subscriptions.”
   9. Select “Budget & history” to view your past Google Play purchases.
2. Screenshot of your balance inside Nebula app.
   1. Open the Nebula app.
   2. Go to the Astrologers section at the bottom of the screen.
   3. Provide us with a screenshot of it.
3. User ID
   You can find contact us through our app, and we will automatically see your user ID. In this case, you can also attach the screenshots of your balance and transaction, so we can help you faster.

Dear User, you can see the available options for chatting with our astrologers on the "Astrologers" tab in our Nebula app. Available options and standard prices:

1. At the top of the page, you can find filters and select astrologers who are online or offline. If you tap an astrologer on the photo, a menu will open with information about him.
2. Live chat with the astrologist (2,99 per min) There is a dot next to the astrologer's name, if it is green, it means that the astrologer is now online and the user has a live chat available. In order to ask a question, the user must buy a package for chats (several tariffs are available). Tariffication is per minute. You have to not leave the chat until you get the answer, otherwise, the astrologist loses all the information about you and becomes available to the other users.
3. Question to the astrologist ($7,99) If there is a gray dot next to the astrologer's name, it means that he is not online. But the user can ask him a question, the answer to which he will receive within 48 hours.

We also often have discounts on the cost of chats, when they are available you can see this next to the name of the astrologer in the main menu on the Astrologers tab.
Enjoy reading Nebula!

To start chatting with astrologers in Nebula please follow the guide below:

1. Choose the astrologer. At the top of the page, you can find filters and select astrologers who are online or offline. If you tap an astrologer on the photo, a menu will open with information about him.
2. Check if the astrologer is online or not There is a dot next to the astrologer's name, if it is green, it means that the astrologer is now online and the user has a live chat available. If there is a gray dot next to the astrologer's name, it means that he is not online. But the user can ask him a question, the answer to which he will receive within 48 hours
3. Start Live chat or ask the offline question.

• Live chat with the astrologist (2,99 per min) There is a dot next to the astrologer's name, if it is green, it means that the astrologer is now online and the user has a live chat available. In order to ask a question, the user must buy a package for chats (several tariffs are available). Tariffication is per minute. You have to not leave the chat until you get the answer, otherwise, the astrologist loses all the information about you and becomes available to the other users.
• Question to the astrologist ($7,99) If there is a gray dot next to the astrologer's name, it means that he is not online. But the user can ask him a question, the answer to which he will receive within 48 hours.

If you have any troubles, please contact our support team.

If you used the astrologers' service and are not satisfied with the answer you received - please let us know about it and send to us the information below through the "Submit request" button with all the information about your case, so we can check your order and make sure that your request is resolved as soon as possible:

• description of the problem and why you consider an astrologer's answer to be not satisfactory;
• your name in the app;
• your birth details: date of birth (please, use the format YYYY-MM-DD), place of birth (City, Country), time of birth;
• service and the name of an astrologer that you chose;
• date of your chat/order;
• anything that confirms that you were charged for the service.

Please submit your request to us by performing the following actions, so we’ll be able to check the information about your device:
For iPhone users:

1. Open the Nebula app
2. Press "More details"
3. Press "Setting wheel" (upright corner)
4. Press the "Support" button.

For Android users

• Open the Nebula app
• Press "Setting wheel" (upright corner)
• Press the "Support" button.

If you have asked an Offline question to the astrologist ($7,99) (a grey dot next to the astrologer's name), it means that he is not online. But you can ask him a question, the answer to which he will receive within 48 hours.
If you used the astrologers' service and did not receive an answer - please let us know about it and send us the information below through the "Submit a request" button with the description of the problem so we can check your order and make sure that your request is resolved as soon as possible:

• description of the problem you encountered in communicating with an astrologer;
• clarification of the reason why you are requesting the refund;
• your name in the app;
• your birth details: date of birth (please, use the format YYYY-MM-DD), place of birth (City, Country), time of birth;
• service and the name of an astrologer that you chose;
• date of your chat/order;
• anything that confirms that you were charged for the service.

Please submit your request to us by performing the following actions, so we’ll be able to check the information about your device:
For iPhone users:

1. Open the Nebula app
2. Press "More details"
3. Press "Setting wheel" (upright corner)
4. Press the "Support" button.

For Android users:

1. Open the Nebula app
2. Press "Setting wheel" (upright corner)
3. Press the "Support" button.

Dear Customer, to get your credits back on your new account you should provide the support service with some information (A screenshot of the complete payment, a screenshot of your balance inside the Nebula app, and your user ID). This data will help us to make sure that you have actually purchased our credits.
Below you can find information on how to find the needed information.

1. Screenshot of the complete payment for our credits. Where to find it on the IOS devices:
   Where to find it on the IOS devices:
   1. Open the Settings app.
   2. Tap your name, then tap Media & Purchases.
   3. Tap View Account. You might be asked to sign in.
   4. Tap Purchase History.
   5. Find a purchase of Nebula credits and provide us with the screenshot.
   6. Please see the example of the transaction:
   7. Open the Google Play Store app.
   8. Tap your profile icon on the home screen.
   9. Choose "Payments & subscriptions."
   10. Select "Budget & history" to view your past Google Play purchases.
2. Screenshot of your balance inside the Nebula app.
   1. Open the Nebula app.
   2. Go to the Astrologers section at the bottom of the screen.
   3. Provide us with a screenshot of it.
3. User ID
   You can contact us through our app, and we will automatically see your user ID. In this case, you can also attach the screenshots of your balance and transaction, so we can help you faster.
   Please do the following to contact us through our application:
   You can also find your ID at the bottom of the screen.
   Please see the screenshot:

If you're having trouble crediting your account within the app, please provide us with this information, so we can better help you:

1. Screenshot of a credit receipt;
2. Information about your device (here's how you can find it):
   If you are an Android user:
   • Open the Nebula app
   • Press "Setting wheel" (upright corner)
   • Press the "Support" button.
   • Open the Nebula app
   • Press "More details"
   • Press "Setting wheel" (upright corner)
   • Press the "Support" button.
3. Your User ID (that's how you can find it):
   You can contact us through our app, and we will automatically see your user ID. In this case, you can also attach the screenshots of your balance and transaction, so we can help you faster.
   Please do the following to contact us through our application:
   You can also find your ID at the bottom of the screen.

To initiate a refund of funds that have been charged through the App Store or Google Play, you should contact support!
App Store: https://support.apple.com/en-us/HT204084
Google Play:https://support.google.com/googleplay/answer/2479637
From our side we can offer an alternative solution to the problem, and compensate the written-off funds with credits in our application, with the help of credits you will be able to communicate with our astrologers.
For us to be able to credit your balance, please include the following information in your request:

• A receipt of payment from the App Store or Google Play.
• Screenshots with examples of payment receipts from the App Store and Google Play

If you are satisfied with our proposed solution to the problem, please contact our Customer Support "Submit a request" and we will do our best to help you.

Dear User,
This situation is due to the fact that you did not select the desired subscription on the sales screen. After tapping the "Continue" button, you have paid for the default subscription, which is the most advantageous.
If you are an Apple user:
Please note that The lifetime subscription is a non-consumable purchase, it means that premium features are purchased once and don’t expire. Thus, you can't find this purchase in your subscription list. Also, there is no option to cancel your lifetime subscription.
You could have seen the information about the price of the subscription when you confirmed payment for it.
We can add credits to chat with our astrologers as compensation. We employ only highly qualified astrologers who can answer all your questions about astrology and more!
To receive it please contact our support team through the Nebula app using the "Contact us" feature in settings.

Dear User,
You see this error due to a tech issue during the transaction on play store end.
You will not be able to purchase this pack of credits before the end of the maintenance on the Apple Store or Google play end. But you should be able to buy the other pack.
After the end of the diagnostic, you will receive a refund for the purchase, or you will get your credits on your account.

If you have received a bank payment notification on the website, it means that the automatic subscription renewal was activated. You confirm the automatic subscription renewal during the first payment for Premium Subscription or Compatibility Report along with Premium Subscription.
How to check your active subscriptions?
On your iPhone:

1. Open Settings (your phone's settings, not the settings inside the Nebula application)
2. Tap [your name]
3. Tap Subscriptions.

On your Android phone or tablet:

1. Open the Google Play Store
2. Check if you’re signed in to the correct Google Account
3. Tap Menu and then Subscriptions.

If you have no active subscriptions on your phone but you have been charged, most likely you have our Web Subscription.
This subscription isn’t visible in your App Store or Google Play subscriptions because you signed up for it on the web.
To manage your Web Subscription please contact our Customer Support (Submit a request) and we will do our best to help you. If you would like to cancel your subscription, please refer to this article.