Image downloads & refunds

How to download your captured images, and how to request a credit refund for defective ones.

Downloading your images

All image downloads are managed through My Data on your account page.

Images upload to My Data in real time during your session, but won't appear until the session has finished. Once it ends, everything is available to download within a few minutes.

1. Go to My Data

   Open the Account page and select My Data. It lists all your completed sessions, each showing target name, telescope, date, exposure count, and filter.

2. Locate your session and click Download Data

   Expand a session to see the log and exposure details, then click Download Data in the bottom-right corner.

3. Choose your download options and start

   The Prepare Download dialog (below) offers two output modes and an option to include calibration frames. Pick what suits your session and start.

• Save to a folder — files save straight into a folder you choose. Best for large sessions. (Chromium browsers: Chrome, Edge, Brave, Arc.)

• Download as ZIP — one no-compression archive. Works in every browser.

• Include calibration frames — adds your telescope's calibration data in a calibration/ subfolder. Turn it off to download light frames only.

Requesting a refund for defective images

If images from a session are defective, you can request a credit refund directly from My Data. This creates a support ticket reviewed manually by our team — if approved, credits return to your account balance.

1. Open the session in My Data

   Go to Account → My Data and find the session containing the defective images.

2. Click Request Refund

   In the session detail view, click Request Refund.

3. Select the affected images

   Tick the specific images you want refunded.

4. Describe the issue

   Enter a short description — e.g. tracking errors, clouds, or focus drift.

5. Send

   Click Send to submit your request.