Find help
Choose Help & docs in your profile menu, on desktop or mobile, to open this guide in a separate tab. The same link is in Astor’s website footer. Reading help does not change your project, role or capacity.
We aim to send a first reply within 48 hours.
If you need to report a problem, prepare a short description of what you tried, what you expected and what happened. Include the relevant project or ticket reference, your browser and the approximate time with timezone. Check screenshots for private information before sharing them. Never send passwords, API keys, payment details or full personal invitation or confirmation links.
Account session ends while saving
Sign in again, then check your saved profile or Your projects before retrying. A request rejected for an ended session cannot save the change. A successful save remains saved if the following reload loses access; Astor removes the earlier private account view rather than keeping its old controls. Cancelling an email change is separate from changing your address.
Mission creation loses access
A rejected preparation or confirmation does not create the Mission. Astor rechecks project access and removes the earlier workspace and creation controls. When you still have access to the same project, Mission not created shows your original task for copying. It cannot create a test. Reconnect if your session ended; saved conversations remain subject to current project permissions.
Settings or team access changes while saving
An ended session or changed project permissions can reject a settings, invitation or team change. Astor rechecks access and removes old private controls. Reconnect or ask the project administrator, then check the saved settings or Users list before retrying. A rejected action does not save the requested change.
Ticket access changes while saving
A rejected ticket change clears its old view and rechecks current project access. Reconnect if your session ended, or ask the project team about changed permissions. Your saved original feedback is retained. Review the current ticket before retrying; a rejected request does not approve scope or save a new change. A missing ticket shows an error and Try again, without repeated automatic reloads.
Installation will not verify
Check the saved public HTTPS address, publish the exact environment script in the original HTML and retry Verify installation. Client-only injection and another environment’s code do not pass. Read installation.
The panel will not open
Choose Leave feedback in website setup, or open your personal invitation. On desktop, try the documented shortcut. Confirm that installation is verified, project access is active and you signed in to the right project. Ordinary visitors do not see a public launcher.
Expired website feedback access opens sign-in when you reopen the toolbar. To end current access yourself, use Account options → Sign out of feedback. If the menu cannot confirm sign-out, keep it open and retry; closing the toolbar alone does not sign you out. Saved feedback remains available after signing in again.
A Mission save or recording upload loses access
For a rejected Mission result save, keep the toolbar open to retain your unsent explanation. An ended session or invitation cannot save steps or results through an earlier request or retry. Reconnect with current access and check the saved result before retrying. Written results need no AI capacity; Mission result saved. confirms the save.
An ended test link, changed project access or ended sign-in/toolbar session stops acceptance of a delayed upload. Reconnect or ask the project team for current access before retrying. Existing saved steps and results remain; do not assume an unsent note was saved. You can discard a recording and keep Mission steps while your test access is still active.
A tester cannot join
Use the invited email address. Check that the invitation and task are active. Copy a fresh personal link from Users if needed. A queued or provider-accepted email is not proof the tester received it.
An account email has not arrived
For an email change, check both your current and new inboxes, including spam. Both confirmation links must be used within 30 minutes; until then, keep signing in with your current address. If they expire, cancel the pending change in Your account → Sign-in & security and request fresh links. For password recovery, use Forgot password again after the previous link expires.
Astor starts delivery for that action’s messages after the request is saved and retries temporary delivery failures. A success message or a provider accepting the mail does not prove receipt. Contact support if delivery still fails; never include confirmation links or passwords in your report.
Sign-in asks you to wait
Keep your entered details and try again later. Limits apply to the requesting network address and email address; people on the same network may share an address limit. Your saved feedback, memberships and project capacity remain unchanged.
Analysis cannot start
Check the project’s remaining capacity, the quoted job cost and whether the connection is available. Written feedback, manual review and saved results remain usable. Do not repeat a start action if its original result is still uncertain; check the job state first.
Processing was interrupted
If a running job is interrupted, Astor keeps your saved feedback, test result or approved project context and returns that attempt’s reserved capacity. Check the current state before choosing a retry, and review any cost shown for the new attempt. A late reply from the interrupted attempt cannot replace the current result or complete the failed job.
An interrupted state does not prove the external provider stopped processing. Written feedback, manual editing and existing results remain available while you decide how to continue.
If a feedback reply reports that access or its source changed, Astor keeps the conversation and does not apply that reply. Queued work checks current access before sending the draft to the provider. Reconnect with the account that created it and has current project access; then review the saved draft or continue manually. An ended personal test link needs renewed access from the project team.
An adjustment to a ready feedback proposal keeps the proposal edits sent with your answer. If the reply fails, reopen the saved conversation to review them or choose Continue manually. Check the current draft before sending the same adjustment again; a connection error can occur after the server saved it.
A rejected answer, manual continuation or confirmation also checks current access before changing the saved conversation or returning a retry. Keep the open panel to recover unsaved review edits. A confirmation error receives keyboard focus; Your feedback is in. confirms a website feedback save. Reopening a saved conversation still requires its original author and current project access.
Ticket reviews also follow the requesting member’s current role. A change to tester or reviewer stops queued analysis and prevents an in-flight suggestion from being applied. Its reserved capacity is returned; the saved ticket remains available according to current project access.
If an included review reaches its cost ceiling, your eligible answer remains in Your clarification history without another charge. Reopen Discussion & history to read it and continue editing the proposal manually. An uncertain interrupted model call still counts toward that review’s estimated ceiling; retrying cannot reset it. Resolved questions or changed scope require a separate deliberate review at the displayed total, and Astor never starts it automatically.
Live has no activity
Installation alone does not enable Live. Check the environment, active source, declared events, policy permission and delivery status. Missing browser activity can reflect script blocking or delivery gaps; it does not prove no one visited. See Live.
Manual continuation fails on a website
Continue manually opens the proposal for review in the website panel as well as in Astor. Your original feedback and attachments stay with it, and unresolved questions remain visible. Review or edit the brief, then choose Save feedback. This path needs no further AI reply or background analysis.
If the connection fails, keep the panel open and try Continue manually again. If Astor reports that the conversation changed, review the latest proposal before continuing. For an ended session or changed project access, reconnect with the same Astor account that created the draft and has access to this website's project and environment. Another person's draft or a draft from a different environment cannot be continued with this website's feedback access.
Checkout will not open
Check the project and billing period in Review your new total. If the price has changed, use Check price again and review the new amount. An open checkout offers Resume in Polar so you can continue the same purchase.
If Astor says Billing access changed, refresh your project and check that you still have permission. The project's billing owner must approve spending. A checkout created before access changed can still be pending in Polar; check it before starting another purchase.
If your session ends while a price, budget or billing-portal request is waiting, sign in again. Astor removes the earlier private view and does not return the payment link to an ended session. A checkout that was already created is kept for review; do not assume it was cancelled or start a duplicate purchase.
Polar's billing portal covers the organization. If Manage subscription is unavailable for your project-limited role, ask the organization's billing owner to manage the subscription. An error opening the portal appears beside the management action; permission is checked again before its link is returned.
If Astor says the checkout outcome is unconfirmed or its price or project did not match, check the pending checkout before retrying. Do not start a second purchase to work around that warning. A return from Polar alone does not activate Pro or add capacity; verified payment confirmation is required. When checkout is unavailable, you can still use the project's existing plan and saved work.
If a confirmed Pro purchase appears as Free, reopen Project settings → Plan & budget for the same project and check Overview and Free & Pro. Keep the order reference for support and avoid buying the plan again. An active subscription is managed with Manage subscription; an unpaid open checkout is resumed with Resume in Polar.
If Plan & budget says a subscription payment needs review or paid access has ended, check the corresponding order in Polar before purchasing again. Activity → Removed means unused capacity was withdrawn after a payment update; an interrupted job cannot return that capacity to the pool. A late payment confirmation does not override a newer withdrawal of access.
After a confirmed renewal of the same plan and subscription, this month's unused included capacity remains available within its monthly limit. Reopen Plan & budget for the same project to check the remaining pool. A Free fallback is labelled Free; an earlier annual billing period does not make it a paid annual plan.
Waiting for renewal confirmation means the previous paid access has ended and the next payment has not been confirmed. A new billing period alone does not restore Pro. Review that renewal in Polar; Astor stops another subscription purchase while it is unconfirmed. Saved feedback and tickets remain available.
A recording fails
Review browser support and permissions. Retry the upload or discard the media while retaining steps and the reported result. Mobile browsers without screen sharing can still provide written feedback.
If recorded analysis says project access or its source changed, the original result and steps remain saved. Ask a currently permitted project team member to review the result before retrying. Outdated processing does not start the next transcription or analysis step.
A save or view fails
Keep your draft, read the error and retry deliberately. When another person changed the same version, reopen the latest item before editing. Refresh the view for current server data; project navigation remains available during loading.
Report a reproducible problem
Include the view, environment, steps, expected result and actual result. Add a redacted capture when useful. Do not include passwords, tokens, personal invitation links or payment details.
A local task cannot continue
Check the saved task's remaining total time and its current code connection. Changed source, approved scope, account, model or thread requires a newly reviewed bounded task; Astor does not silently switch to a paid fallback. An older task without saved terms cannot be given an assumed allowance.
A necessary continuation of completed work uses its existing allowance. A retry of a failed attempt whose units were returned needs the original units available again. Reading the result and ordinary manual work remain available. Local tasks require a supported, verified connector in an installation that offers them.