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Astrologer Connect Client FAQs & Troubleshooting

General tech recommendations:

  • Please use Google Chrome or Safari
  • Check for any needed browser updates
  • If you’re having trouble with a specific device, please try using a different device

General reminders:

  • Your reading is not confirmed by the Astrologer until 1) you receive an email titled: [ASTROLOGER CONNECT] Reservation confirmed and/or 2) your card has been charged for the reading. Please be sure to check your spam if you cannot locate your confirmation e-mail.
  • Your reading will not be taking place on Zoom or over the phone. All readings happen on our Astrologer Connect platform. You can initiate your reading through the link in your confirmation email or through your Astrologer Connect account (account holders only).
  • You can message your Astrologer directly if you have an Astrologer Connect account! You can find instructions on how to do this below. 
  • If you are an Inner Circle member or have previously purchased courses with us, please do not use the same e-mail and password that you have used previously. Astrologer Connect is a separate account, and will require its own e-mail and password to access its functions.

Have specific questions? See below:

Booking

Do I need an Astrologer Connect Account to book a reading?

  • You don’t! You’re welcome to check out as a guest. That said, creating an account is quick and easy and will allow you to chat with your Astrologer before and after your reading, access your reading recording quickly, and rebook with ease. For instructions on creating an account see the question below.

How do I create an Astrologer Connect account?

  • Please visit www.astrologerconnect.com, and click “Don’t have an account? Sign up!” From here, you can follow the instructions to set up your account. 
  • Please note: Your Inner Circle account will not allow you to access the Astrologer Connect platform. Please create a separate account for Astrologer Connect. You’re welcome to use the same email and password if you’d like!

How do I enter a gift or discount code?

  • Gift and discount codes can be applied on the first booking page under the Astrologer’s booking calendar. Simply click, “I have a gift or discount code” and enter your code.

My gift or discount code isn’t working, what should I do?

  • All codes are case sensitive. Please try copying and pasting the code directly from your gift or promotion email. 
  • Make sure your discount code is active and has not expired.
  • Gift codes are connected to a specific astrologer. Make sure you’re attempting to book with the astrologer you were gifted a reading with or that the discount code applies to.
  • If you continue to have trouble using your discount or gift code, please send a message to [email protected] and we will follow-up as soon as we can!

I’m unable to click “Continue” to proceed to the next booking page, what should I do?

  • Great question! Make sure you are entering all 4 options listed below before attempting to click “Continue” past the booking page:
  1. Reading type (video or audio)
  2. Reading length (30 min, 45 min, 60 min, etc.)
  3. Reading date 
  4. Reading time
  • If you’re using a gift code, please be sure to fill in your payment information. You will not be charged as long as you have input the correct gift code. It is simply a standard part of the booking process.

I’m having trouble entering my birth information correctly, what should I do?

  • Please select your birth year from the drop down menu first, then proceed to select the birth date from the calendar and time to the right of the calendar.

I already put in a reading request and realize I forgot to add a coupon code, what can I do?

  • No worries! Simply email us with the discount code you wanted to use and we can apply it manually as a refund. All refunds and/or discounts manually applied by our team take 5-10 business days to show up in your account. Please count 10 business days from the day your refund was confirmed by one of our team members. Your refund and/or discounts may show up as a payment adjustment and/or reversal from Astrology Hub.  

 

Before Your Reading

I put in a reading request, what now? Am I all set?

  • You’re almost there! Your reading is not confirmed until the Astrologer sees your request and approves it. Look out for a confirmation email in the coming days. Usually this takes no longer than 24-hours.
  • Once your reading request has been accepted, you will receive an email with the subject line: [ASTROLOGER CONNECT] Reservation confirmed.
  • Occasionally, an astrologer has a scheduling conflict and will need to deny your request. No worries, simply request another reading time at https://astrologyhub.com/astrologerconnect/.
  • Please allow the Astrologer time to see the request, and accept it. If it has been more than 24-hours and/or you have submitted a request for a reading that is same-day or following day, reach out to us at [email protected]. 
  • If your card has been charged for a reading (please check your account and/or bank statement to be sure), and you have not received a confirmation email, please reach out to us directly at [email protected]. Make sure to check your spam for this email.

I have important information to share with my astrologer, can I contact them directly?

  • Yes! If you have an account with us on Astrologer Connect, you can contact your Astrologer directly from the time your reading request is sent, up until 72 hours after your reading. To send your message, simply log into your account at www.astrologerconnect.com, click on “Get Started & Upcoming Readings” or “Past Readings'', depending on your reading date, and click on the chat icon to the right of the Astrologer’s name. 
  • If you don’t have an account with us, and you’d like to contact your Astrologer, please visit www.astrologerconnect.com, and follow the instructions to set up your account. Alternatively, you can email us at [email protected] and we’d be happy to pass the information along to your Astrologer.
  • Please note: the chat feature is for you to work out logistics with your Astrologer and/or update them on any pertinent information they will need to prepare for your reading. All questions related to your chart will be addressed at the time of your reading.

I realize I entered my birth information incorrectly, help!

  • No worries! You can contact your Astrologer directly before your reading, by following the instructions above.
  • If you do not have an account with us, you can either create an account (see instructions above) or e-mail us at [email protected].
  • Always be sure to confirm your birth information with your Astrologer before beginning your reading.

I’ve changed my mind about what I’d like to address in my upcoming reading, how can I update my astrologer? 

  • If you need to update your questions before your reading and have an Astrologer Connect account, please contact your Astrologer directly through our chat feature using the instructions above. 
  • If you need to update your questions before your reading and don’t have an Astrologer Connect account, you can either create an account (see instructions above) or e-mail us at [email protected], and we will do our best to make sure the Astrologer gets your updated answers in time. 

I forgot my password to my Astrologer Connect account! Help!

  • If you need to reset your password, please visit www.astrologerconnect.com, enter your email, and click on “Forgot Password”.
  • You should receive an email with a link to reset your password. Please be sure to check spam.
  • If you are unable to reset your password, and cannot connect with your Astrologer, please reach out to us at [email protected] 

I want to make sure everything goes smoothly, can I do a technical test before my call?

  • Definitely! You will be prompted to complete a technical test before entering your reading. We recommended you complete this to pinpoint any issues beforehand.
  •  If you have an account, you can complete a technical test at any time. To do this, simply log into your Astrologer Connect account at www.astrologerconnect.com and click on “Test Call” on the left hand side of the page.

I realize I need to reschedule or cancel my reading, help!

    • No worries! If you have an Astrologer Connect account, rescheduling and canceling is easy. Simply log into your account at https://astrologerconnect.com/, click on the “Get Started & Upcoming Readings" tab, locate the reading and click the three dots on the right hand side. From there you can reschedule or cancel your appointment.
    • If you don’t have an Astrologer Connect account, you can easily create one by using the instructions in the Booking section of this page. Alternatively, you can email us at [email protected] and we can assist you.
  • Please note: All changes need to be made within 24-hours of your appointment time. 

My astrologer is in another time zone, do I need to do anything?

  • Nope! Each astrologer’s time zone is conveniently converted to match your personal time zone during the booking process. No matter what time zone your astrologer may be in, their availability will reflect the time zone that matches yours!
  • Please note: if you will be traveling and in a different time zone than you originally booked in, you will need to convert your reading time to reflect your new time zone.

 

At Time of Reading

I have an Astrologer Connect account, how do I start my reading?

  • You will need to initiate the call to your Astrologer in order to begin your reading!
  • To call your Astrologer simply click the link in your reminder email, or log into your Astrologer Connect account at www.astrologerconnect.com, click on “Get Started & Upcoming Readings” on the left side of the page, and click “Start Call” by your astrologer’s name.
  • Note: The “Start Call” button will not be active until the exact time of your reading.

I have a guest account, how do I start my reading?

  • You will need to initiate the call to your Astrologer in order to begin your reading!
  • To call your Astrologer simply click the link labeled “Start Call” in your reading confirmation email. You can find this email by searching the subject line: [ASTROLOGER CONNECT] Reservation confirmed.

I’ve initiated my reading, but I can’t see or hear my astrologer (or they can’t see/hear me)! What should I do?

  • Please make sure you’re using either Google Chrome or Safari. If you’re using another browser, please close your browser and try either of these options.
  • Please check for any needed browser updates.
  • If you’re having trouble with a specific device, please try using a different device. For example, if you're on your desktop, try initiating the call on your mobile device.
  • Because this is a browser based platform, you will need to grant permission for your browser to use your camera and microphone. Below are instructions on how to do so for 3 popular browsers:
      • ON CHROME: Go to Preferences > Privacy & Security > Site Settings > then select both Microphone and Camera and allow sites to have access to them.
      • ON SAFARI: Go to Preferences > Websites > Camera/Microphone > When visiting other websites: select ‘Allow’ from the drop-down. Repeat this process for the Microphone as well. 
      • ON BRAVE: Go to preferences > Privacy & Security > Site & Shield Settings > Astrologerconnect.com > Camera: Allow, Mic: Allow, Notifications: Allow 
  • If you’ve tried all of the above and are still experiencing technical difficulties please contact us at [email protected]. 

 

After Your Reading

How do I download my recording?

  • You will be sent a link to your recording after your reading is complete. You can find the recording link in your follow-up email with the subject line: [ASTROLOGER CONNECT] Tell us about your experience. 
  • Please allow 2 hours after your reading for your recording link to show up in your inbox. Please be sure to check your spam. 
  • Alternatively, if you have an Astrologer Connect account, you can also access your reading through your account. Simply log into your account at www.astrologerconnect.com, click on “Past Readings'' on the left hand side of the page, and click the down arrow to download your recording. It may take an hour or so to process before becoming available for download.
  • Note: All recordings are available for 30 days, and will expire thereafter.

I’m experiencing a technical issue while downloading my recording, what should I do?

  • Please follow these general technical recommendations when downloading your recording:
  1. Use Google Chrome or Safari
  2. Check for any needed browser updates
  3. If you are having trouble with a specific device, please try using a different device
  • Please make sure you have a strong internet connection, and allow up to 10 minutes for your recording to download. Files can often be quite big, and take some time depending on your internet speed.
  • If your recording is missing and/or unavailable, please make sure it has not been more than 30 days since your reading.
  • We’re here to help! If you still cannot download your recording, please email [email protected] with as many details as possible (browser, device, error messages, screenshots) so that we can troubleshoot to get your recording quickly for you.

Why is my reading showing up as multiple charges?

  • This must mean you got one of our Instant Readings! These readings will show up as multiple charges due to the nature of their per minute pricing. Conversion rates do apply.