Support

Last updated: July 9, 2026

Questions about a spin, a payment, or a card that didn't go to plan? We're here. Email us any time and we'll get back to you within 1–2 business days.

Contact us

Email: support@astera.cards

Please include the email on your Astera account and, if it's about a specific card, the Astera ID shown on its certificate.

Frequently asked questions

How does the gacha work?

Artists release cards in drops — fixed, numbered runs. Each spin on a drop draws one card at random from the run and delivers it straight to your collection, with its edition number and certificate. When a run is fully collected, it's closed forever.

When am I charged?

When you complete a spin. Every purchase is a single spin at the price shown before you confirm. There are no subscriptions, credits, or bundles.

My spin failed but I was charged.

If a card didn't arrive after a completed payment, email us within 7 days — we'll complete the spin or refund the purchase. See our Order Policies.

How do I check a card is real?

Every Astera carries a unique ID on its certificate. Scan the certificate's QR code, or look the ID up in the app, to confirm the card was issued by Astera and see its place in the run.

Can I get a refund on a card I don't want?

Gacha outcomes are final — the spin buys a random card from the run, delivered instantly. See our Order Policies for the exceptions (failed spins, billing errors, and rights that local law gives you).

Where's my merch order?

Check the confirmation email for tracking. If something arrives damaged or wrong, email us within 14 days of delivery with photos and your order number.

How do I delete my account?

In the app, go to Settings and request account deletion, or email us from your account address and we'll take care of it. See the Privacy Policy for what happens to your data.