Getting support

Support is free, and every request is answered by a person on our team. Requests are handled Monday to Friday, 9 am – 5 pm Australian Eastern time.

You need a StellarDock account to open a support request, so we can see your sessions, images and billing and answer without back-and-forth. Not a customer yet? Write to info@stellardock.net.

Before you ask

• Search this help center. Most questions about reservations, credits, data and plans are answered here, and the search box answers questions directly.

• Check the network status. If a telescope or observatory is closed for weather, maintenance or a fault, it shows on network status. A known outage is already being worked on.

• Check that it is something we handle. We support using StellarDock to take your images. We can't help with processing them. See What we support.

Ways to reach us

From the app, about a session or images

These add your session and images to the request for you, which is the fastest way to get an answer.

• Something went wrong in a session (it failed, stopped early, or the telescope misbehaved): open the session and choose Report a problem.

• Images are defective (tracking errors, clouds, focus drift): go to My Data, open the session, choose Request refund and select the images. See Image downloads & refunds.

From the help center

Choose Submit a ticket at the top of this help center, sign in with your StellarDock account, and pick the kind of request:

Image refunds start from My Data in the app (above), so the images are attached.

By email

Email support@stellardock.net from the address you use to sign in to StellarDock. It becomes a support request like any other. Mail from an address we don't recognise gets a reply explaining how to reach us.

After you've asked

• Follow your requests under Tickets in this help center. We also email you when a request is answered or its status changes.

• When many people report the same problem, for example a telescope fault, we track it as one issue and update everyone who reported it at once. You don't need to follow up.

• Refund requests are reviewed by our team. Approved refunds return the credits to your balance straight away.

Ideas and feature requests

Suggest features and vote on others' ideas on the Feedback board. Requests with the most votes help decide what we build next.

Community

For tips, target ideas and help with processing your images, join the StellarDock Discord. Other StellarDock users are there to help.