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User Guide - Frequently Asked Questions

 
 
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New Users - Getting Started:


How do I sign-up on the web?
Simply follow the registration process on the "My Account" page on our website. Click on "Create an Account" Enter your personal information and check for any typos, then click CONTINUE: enter the 10-digit Phone Number you will use for your first consultation, enter a PIN number and confirm it.

In the next step you'll enter valid credit card information then hit SUBMIT.

How do I sign up using my phone?
Simply call 1-866-MY-ASTRO and you will be prompted to press the star key if you are a new user. During regular business hours you will then be connected to our friendly customer service team who will assist you with the sign-up process.

You will be able to select our special offer for new users. You will be prompted to select your Phone ID, this would be the phone number you are using to call, and a 4-digit PIN number.

You will need a valid credit card, issued in your name and your card will be charged with $1.00 for a promotional reading of 10 minutes.

Why do I need my phone number?
Your phone number will be your unique secure identifier (it will become your account number), called Phone ID, which will allow the system to access your account to transfer you to the advisor of your choice.

It will also be easy for you to memorize your Phone ID, when it is your own phone number. Be assured that your phone number will never be revealed to any of the advisors. All calls are made exclusively through the 1-866-MY-ASTRO phone system to ensure confidentiality.

How do I select a PIN number?
During the sign-up process, you will be prompted to choose a personal 4-digit PIN Number. You will need your PIN Number every time you log in to your account: whether on our website or over the phone. It is important to keep this number safe as it allows access to your account.

Do I have to log in when I want to use the service, whether on the website or on the phone?
Yes. To protect your privacy and for security reasons, we will always ask you to log in before you access your account.

How does the 10-Minute Offer work?
This Special Offer is only for new users and it is a one time offer so you can test our service risk free.

Once you created an account, you will be able to select an advisor from the list of available advisors. You will then call our toll-free number, log in and start your 10-Minute consultation with the advisor of your choice.

Please note: The 10-Minute Offer is only valid for new users of the 1-866-MY-ASTRO service. Your credit card will be charged only once for $1. There are no further charges or membership fees to become a psychiccenter customer. At the end of your 10-minute reading you will hear a tone, your psychic will wrap up the reading and the reading will end automatically with no further charges to you unless you wish to continue. If you wish to continue you'll have to let your psychic know, they will then transfer you to the system and keep themselves on hold while you add credit to your account. Upon completion of the process you will be transferred back to your advisor.

How long do I have to use my Special Offer?
There is no expiration date. Your Special Offer consultation remains valid until you have used it. You can use it whenever you want.

If I don't use all Special Offer minutes on my first call, can I carry the balance forward to my next call?
Unfortunately not. Our Special Offers are "One-Time" offers only and designed to give a good first impression of what a psychic reading from psychiccenter.com can do for you. A reading of less than 10 minutes does not serve this purpose. These minutes can be over very quickly, often you haven't even asked all the questions you had. We are convinced that a ten minute conversation with your psychic can provide that first impression and a very satisfactory experience. If you do not use all your minutes, the rest of them will be lost.

However, if you like to continue after your ten promotional minutes are up, you can ask your advisor to be placed on hold, select to add credit to your account, and continue with your reading with the same advisor. Please see below.

If I really like the reading and want to continue over the time of the Special Offer, can I do that?
Yes, you certainly can. After your first consultation you can decide to:
  • add credit to your account to continue with your consultation
    (your advisor remains on hold)
  • add credit but make another call later
  • end the call
Once the ten-minute consultation is over, you'll be asked whether you wish to end your reading or add credit to your account and continue your reading. Follow the prompts or simply hang up.

What happens when my Special Offer call ends?
We will never charge your credit card without your authorization. Once your Special Offer minutes are used, you can:
  • simply end the conversation without additional charges
  • add credit to your account and continue your consultation with the same advisor
When you end the conversation, please be sure to make a note of your advisor's name and extension number so you can call again, whenever you want to discuss another situation or when you need further advice.

When you select to add credit, your advisor is placed on hold; you are NOT paying for the time it takes to add credit and you can add credit in $10 increments, starting at the minimum amount of $30.00. Be sure to add enough credit to not be interrupted too quickly when your credit ends. Once the crediting process is completed, you will be connected right away with your advisor. This is a faster way of getting back to him or her than ending the call and deciding to add money later. Your advisor could be in a call again, or decided to log off the system, or might have lost the train of thought they were in when you started the conversation. So keeping your advisor on hold while you add credit is the easiest route to a complete and satisfying reading.

How long can I speak with my advisor?
This depends on the per-minute rate the advisor has posted. You will hear the rate when you add credit, so you will never be surprised how much 10 minutes with a certain advisor will be.

Example: You added $50 credit to your account; your chosen advisor posted a per-minute rate of $4.00 and your consultation lasted 10 minutes. 40 Dollars will be deducted from your account balance of $50 and you are left with a credit of $10.00 in your account to be used in your next reading either with this or another advisor.

The system will always calculate the accurate amount spent in a conversation by multiplying the per-minute rate of the advisor with the duration of the call (by the second) and deduct it from the credit in your account, any remaining credit will remain in your account for future calls. Whenever you add credit you will always be made aware of your advisor's rate.


Getting Advice:


How do I find the best Advisor for me?
There are two options to find the right advisor on 1-866-MY-ASTRO:

1. You have the best overview on the "All Advisors" page, where you can search advisor listings by category to find the advisor you'd like to talk to, be it an astrologer, Tarot reader, or psychic. You will see the per-minute rate the advisor charges, will see if the advisor is available, and you can click through to their presentation page. This contains a link to an audio presentation and detailed description of their experience and skills. You can then choose the advisor with the rate and expertise that corresponds to your needs.

2. You can call 1-866-692-7876 and search for a specific advisor on the phone. You will be able to listen to the presentation messages recorded by the advisors and hear listings by expertise and availability.

How do I check advisor availability? What if the advisor I want to talk to isn't available?
The "All Advisors" page provides an easy way to see who's available.
  • Available advisors will have a green CALL button
  • For advisors who are in a reading with another customer, you will see a BUSY button. This state means that this advisor might become available soon, so don't hesitate to call 1-866-692-7876 to see if you can connect with them. Our Call-Back/Waiting List feature will allow you to add yourself to a waiting list to be called back by our system if and when the advisor becomes available.
  • If your favorite advisor is not available to take calls, you will see an AWAY button next to their name. If the advisor has entered a schedule, you will see when they are scheduled to be online next.
What happens if an advisor is always busy?
It's highly unlikely that this will occur, but if this happens please try to enter their waiting list to be called back or consider selecting another advisor. All the advisors have been selected carefully, and are highly talented and experienced professionals. Moreover, they are continuously tested to ensure that you receive the best possible service.

How do I place a call to start my consultation?
When you select one or more advisors, you will need to make sure you memorize their 4-digit extension number.
  • Call our toll-free number at 1-866-692-7876
  • When prompted, enter your Phone ID and 4-digit PIN number followed by the # key.
  • Choose menu option 1 to indicate that you already know your advisor's extension number. You will then be asked to enter the extension followed by the # key.
  • If you have an astrological question, it is very likely that the advisor will ask for your exact birth information (date, place, and time of birth). If your questions include a second person, birth information for this person will be helpful as well.

Where do I find an advisor's extension number?
Your advisor's extension number is the 4-digit number listed in the various advisor listings on the "All Advisors" page.

How much does it cost to speak with an advisor?
Advisors set their own rates, which are displayed on our website and mentioned when you call. You will pay the per-minute rate of the advisor you have chosen. At the end of your consultation, we will debit your account with the dollar amount equal to the number of minutes your consultation lasted multiplied by the advisor's per-minute rate.

Example: Your advisor posted a per-minute rate of $4.00 and your consultation lasted 10 minutes. 40 Dollars will be deducted from your account balance. Any remaining credit can be used in another consultation with any advisor you like.

How is the price calculated and who determines the per-minute rates?
Advisors set their per-minute rates within a certain range determined by 1-866-MY-ASTRO. The price for your consultation is calculated with the per-minute rate set by your advisor and the duration of your reading. See above for an example of the calculation.

What happens if I run out of credit while I'm in a conversation? Will I be disconnected?
When you run out of credit, you will hear a tone and a prompt saying that the consultation will end soon. At this point your advisor will ask you if you wish to continue the conversation and add credit to your account. If you indicate that you would like to continue, your advisor will be put "on hold" until you have successfully added credit to your account and then you will return to your consultation.

What happens if the phone line is disconnected while I am in a conversation?
This might happen for a technical reason, especially when you are using a cell phone. A weak signal on a cell phone, iPhone issues, losing the connection while driving, dropped calls for other reasons, low battery, power outages, etc. In any case we will use the time of the disconnection, to calculate the length of your consultation. You only pay for consultation time with your advisor. If any of the above happens, you may call your advisor back to continue the consultation when you are in a good reception area or have changed phones.

I heard a message "You have less than 2 consultation minutes left in your account." What should I do?
You should add credit that allows you to speak with an advisor for more than two minutes. A two-minute consultation can rarely be complete and satisfying and you would be interrupted in your reading immediately after it has begun. That's why we determined that there must be the equivalent credit for two minutes + with your advisor in your account. Please be aware that this varies as it is dependent on the advisor's per-minute rate. For example, if you have nine dollars in your account and the chosen advisor charges $3.50/min you will be connected. If your advisor charges $5.00 per minute you will not be connected as $10 are needed to speak two minutes with your chosen advisor.

How do I give feedback?
After you make a call, you'll be asked to rate your experience by using the touch-tone keypad on your phone to give your consultation a rating of between one and five stars (five stars being the highest rating). Please listen to the voice prompts carefully so you don't accidentally rate an excellent reading ( 5 stars) unsatisfactory (1 star).

You can also leave written feedback by finding the advisor you consulted on your Manage My Account page in your CONSULTATION HISTORY. Once you have submitted your feedback it will be visible on the advisor's presentation page. Please refer to the USER GUIDE for recommendations about how to make your feedback valuable to others.


Claims policy:


If at any time during the first 5 (five) or fewer minutes of your consultation you feel that you're having a less than satisfactory experience, whether due to technical issues or otherwise, we will credit a maximum of 5 (five) minutes back into your account at the per-minute rate charged for the call.

Please note, calls made from a cell phone frequently cause disconnection issues for many reasons:
  • Not enough minutes in your plan
  • Losing signal while driving or walking
  • Bad reception area
  • Low battery
  • Accidentally pushing a key during the consultation
Calls that are disconnected at the user's end will not be reimbursed.

Account credit:
To request account credit, simply send an email to customer@psychiccenter.com within 3 (three) days of the call in question. Please be sure to include the following information:
  • The phone ID, which you use to log in to your account together with the email address at which you receive our order confirmations
  • The date of the call
  • The advisor you called and their extension #
  • A detailed description what the issue was you experienced in your call.
We will review your claim and reserve the right to credit your account, either in part or in full. We reserve the right to refuse to credit your account.

Refund:
To request a refund, send an email to customer@psychiccenter.com Please be sure to include the following information:
  • The phone ID #, which you use to log in to your account together with the email address at which you receive our order confirmations
  • The date of the call
  • The advisor you called and their extension #
  • A detailed description why you are not satisfied
We will review your request and get back to you within 3 (three) business days.

Please note that each customer is limited to an account lifetime total of three requests (claims) for reimbursement. In addition, each claim is limited to an amount equal to five minutes at the per-minute rate charged.

Contact Details:
customer@psychiccenter.com
1-866-692-7876, opt #6


Managing your Account on the Web:


What do I see on the My Account page?
Your personal information
  • This is the information used to create your account.
Your CONSULTATION HISTORY
  • Clicking on CONSULTATION HISTORY opens a page that allows you to see the details of all your past consultations
Your TRANSACTION HISTORY
  • Clicking on TRANSACTION HISTORY opens a page that provides detailed information about all past purchases
Your REWARDS STATUS
  • Clicking on ASTROREWARDS STATUS provides the credit amount in a given months and the AstroRewards balance for the following month.
How do I change my account information?
Personal information is entered during the account creation process and can only be modified by calling our Customer Service Associates at 1-866-692-7876.

What is my CONSULTATION HISTORY?
This screen lists the details of all consultations, including:
  • The advisors you have spoken with
  • The date and time of your consultation
  • The per-minute rate of the consultation
  • The total amount of each consultation
  • The ratings and feedback given
You will be able to complement the star rating you left after your consultation on the phone with a written comment, which will be visible on the advisor's presentation page.

What is my TRANSACTION HISTORY?
This screen offers an overview of all purchases associated with your account. This includes the:
  • date of purchase
  • type of account activity
  • credit card used (which is kept in an encrypted format)
  • your Account balance
What are my payment options?
We accept major credit cards (Visa, MasterCard, American Express, and Discover). Please note that Canadian dollar payments are only available using Visa and MasterCard. You will be able to add credit on the website or over the phone.

How do I pay by credit card?
On the web site, you can add credit using the "ADD CREDIT" button accessible in the "My Account" area. Select the amount you want to add to your account and the transaction will be completed online.

A similar option is also available on the phone system. When you call 1-866-692-7876, one of the menu items allows you to add credit to your account easily.

How will the charges I make appear on my statement?
You will be able to match charges on your credit card statement with the information accessible on your TRANSACTION HISTORY page. Charges on your credit card statement will appear with the name Astrocenter. Please feel free to call customer service at 1-866-692-7876, option #6 (Monday - Friday from 8:30 a.m. - 7:30 p.m. PST) when in doubt about any Astrocenter charges that appear on your statement.

How does the AstroRewards program work?
Our popular AstroRewards program was designed to reward our loyal customers and help you save. At the end of each calendar month customers who have spent more than $50 during that month will receive a 10% AstroRewards credit on their total spending during the month. You will be able to use this credit in the following calendar month.

Example: If you spend $75 during the month of September, we will add an amount of $7.50 as AstroRewards credit into your account. You will be able to use this credit between the first and last day of October.

How long do I have to use my AstroRewards?
AstroRewards credits are only valid for one month; they have to be used in the month in which they were credited to your account.


Privacy and Security:


Does the advisor see my phone number?
No. Our system handles your calls anonymously. Your Phone ID (= your phone number) is invisible to the advisor and cannot be detected.

Is my consultation private?
Even though Psychiccenter occasionally may monitor calls for quality assurance, all consultations are private and confidential. They remain between you and your advisor.

Who can I contact if I experience problems?
Please email us at customer@psychiccenter.com or call 1-866-692-7876, option #6.

Does anyone else besides me have access to my account?
Your information is always kept private and secure and credit card information is encrypted. Please make sure to not share your account information with anyone, including any advisor and keep your PIN number safe.

When you have questions about any charges in your account and call our customer service, they can access certain information about your account that will help them resolve any issues that you might have. Our customer service agents are trained to verify that the caller actually is the account holder before they can access your account.

Why do you need my credit card information?
Psychiccenter needs your personal information to verify your age with the credit card when you sign up for the service for the first time. Later, you'll use your credit card to add credit to your account and use this credit to talk to your advisor. You will be able to talk to an advisor whenever you want without having to enter your credit card information again.

Security Note: Our secure server software (SSL) is the industry standard; it is among the best software available today for secure e-commerce transactions. It encrypts your credit card number, name, and address so that it cannot be read as this data travels over the Internet.


Give Advice:


How can I become an advisor?
For information about how to become an advisor on Psychiccenter phone platform click here.