Support

Contact support

For product help, formal complaints, privacy questions, or security reports, write to support@ankervik.com. Formal complaints are answered within 14 days. Other support requests are handled as soon as reasonably possible.

Include what you tried, what you expected, what happened, the Atlastra app version, phone model, and whether the issue occurs on Wi-Fi, cellular data, or both. Attach a screenshot only if it contains no personal data.

Do not send sensitive data by e-mail

Do not send your date, time or place of birth, coordinates, Journal text, Ask Atlastra questions, report contents, passwords, provider or Atlastra tokens, complete store receipts, payment-card details, or another person's data. Support will never ask for your password or card number and cannot bypass account proof or merge accounts by e-mail.

Maps, calculations, and city results

Keep an in-progress status screen available and use the recovery action shown by the app instead of repeatedly resubmitting birth data. If a globe line, city, or score appears wrong, send the app version and on-screen calculation or report version, not the birth details themselves.

Support can investigate through purpose-limited internal references after the supported account or anonymous-profile verification. Support cannot advise where to move or provide medical, legal, financial, immigration, safety, or relationship advice.

Accounts and recovery

Use a linked Apple or Google method or the separately verified recovery e-mail flow provided by the app. A matching e-mail address is never enough to merge or take over an account. If all verified methods are unavailable, support cannot create a replacement proof.

Recovery e-mail and provider integrations remain unavailable until their production configuration is enabled and verified. Their absence must not be worked around by sending credentials to support.

Purchases, subscriptions, and reports

When billing is enabled, use Restore Purchases for an eligible subscription and manage or cancel it in the App Store or Google Play. Deleting Atlastra data does not cancel a store subscription. Refund decisions are made by Apple or Google.

A consumed report purchase is recovered from the correct linked Atlastra account, not by replaying store restore. Report download links are purpose-bound and expire; use the in-app reissue action rather than forwarding report content to support.

Privacy requests and security reports

Use the in-app export and delete controls whenever possible and follow their status screen. For another privacy request, write to support@ankervik.com without birth data or identity documents unless specifically requested through a verified path.

Report a potential vulnerability to support@ankervik.com. Do not access another person's data, disrupt the service, or include personal data in a proof. Current disclosure instructions are at /.well-known/security.txt.

Operator

SKSECURITY SEBASTIAN KUBAS, ul. Kłobucka 23D lok. 68, 02-699 Warszawa, Poland. NIP 9512522226. REGON 389372579. Support: support@ankervik.com.