Support FAQ

Common setup and troubleshooting answers across Aethera products.

Last updated: August 9, 2026

Login and account

  • The page still looks signed out: refresh once. If the account is still wrong, sign out, sign in again, and confirm the email shown in account settings.
  • 2FA code rejected: enter only the newest 6-digit code. If it fails, request a new code and use it promptly.
  • Still locked out: contact Loading support email with the approximate time, browser, and account email. Never send a password or sign-in link.

Uploads and processing

  • Upload session refused: you may have reached concurrent upload-session limits. Finish or cancel pending uploads and retry.
  • Upload blocked: Aethera checks file types and may reject a file that fails a safety scan.
  • Finalize or transcode delay: check Status and include the upload ID in your report. Storage add-ons do not apply to uploaded Aethera.TV videos.

VTT and realtime

  • Frequent disconnects: verify network stability and retry in a current browser with nonessential extensions disabled.
  • Cannot join world: confirm your campaign invite is active and role permissions are correct.
  • Room is full: the server enforces hard realtime capacity to protect active sessions.

Desktop apps

  • Access is out of date: confirm the displayed account and computer clock, connect to the Internet, then refresh access from the app's Account panel.
  • An app will not open a project: keep the original file, avoid clearing app data, and contact support before reinstalling or deleting recovery files.
  • Sharing diagnostics: send the app and Windows versions plus a sanitized error. Do not send a private project, raw log, local path, token, or sign-in callback unless support requests one specific sanitized item.

Billing and payment methods

  • Premium: Aethera Premium includes the paid product plans listed on the Premium page.
  • Worldwright Pro access: Worldwright Pro is included with Premium and is not offered separately.
  • Storage add-ons: these expand supported VTT and Atlas-style asset storage. They do not increase uploaded video storage.
  • Payment methods: checkout lists the methods currently available for that product, account, and region.
  • Managing a plan: use the billing portal linked from your account for active subscriptions, invoices, and payment methods.

How to report issues effectively

Include the product, page URL when relevant, timestamp with time zone, browser or app version, steps to reproduce, and the expected and actual result. Attach sanitized visuals only when they do not expose private content.

Submit through the issue tracker or email Loading support email.

Aethera is built and operated by one developer. I prioritize account access, safety, suspected security, billing, and possible data-loss reports. The inbox is not monitored around the clock, and I cannot promise an acknowledgement or fix by a set time. See how reports are prioritized.