How do I contact Aurelstar?

What should a support email contain?

The order reference first, then the facts around it. That lets a person find the order without a round of questions.

• The order reference shown in your account.
• The @username the order went to, and the pack or plan.
• For a payment: the coin, the network, the amount, and the transaction ID (TXID).
• What you expected, and what happened, with the time in UTC.

One message per problem keeps the thread easy to follow.

What can support do, and what can it not do?

Support can:

• trace an order that has not reached its username;
• look at a payment sent for the wrong amount or on the wrong network;
• explain the status of an order and of your balance;
• help you recover your account when an email is on file.

Support cannot take back an order once it is sent, and it cannot act on a Telegram account. Aurelstar is not an authorized Telegram reseller and is not affiliated with Telegram, so we cannot speak for Telegram or reverse a Telegram decision. The money rules are on When does Aurelstar refund an order?.

What should never be in a message?

Your account number, your Telegram password and your Telegram login codes. Any of them can hand over an account. An order reference gives support all it needs.

If one slipped into a message, tell support in a new message and treat it as exposed. For Telegram, change what you can in Telegram’s own settings.

How do I report misuse?

Write to [email protected], not to support. A person reads every report; accounts that break these rules are closed.

• For a payment made with stolen funds, give the transaction ID (TXID) and the date.
• For an order sent to or by someone under 18, give the @username or the order reference, and say so in the subject line.
• For someone posing as Aurelstar, send the message or the address they used.

The rules behind these reports are on What can I not do with Aurelstar?.

Does Aurelstar have a Telegram account, a phone number or a chat?

No. Aurelstar answers by email only, from the two addresses on this page. It has no phone line, no chat, no social media profile, and no account, bot or channel on Telegram. Anyone writing to you there as Aurelstar support is not us, so do not pay or sign in through a link they send.

I lost my account number. Can support give it back?

Only through an email you added beforehand. Your account number is how you sign in, so keep a copy of it. With an optional email on file you can recover it; without one, a lost number cannot be restored.

An account opens with no proof of identity, so without that email nothing shows that it is yours. Keep the number in a password manager.

Where are answers already written?

• The path of an order, step by step: How does buying Telegram Stars with crypto work at Aurelstar?
• Failed orders, final orders and your balance: When does Aurelstar refund an order?
• Prices, delivery, countries and Telegram’s terms: What do people ask about buying Telegram Stars and Premium with crypto?