For delivery problems, refund requests, privacy questions or article corrections, email info@reconnect.theother-1.com. The site operator is Noam Yaakov (נועם יעקב), identified in the published newsletter privacy notice. The same contact address appears in our Terms of Use, Refund Policy and Privacy Policy.
There is no phone line, no live chat, no postal address and no ticket system. We would rather say that on this page than have you hunt for a number that does not exist. If checkout created an account for you, your order is also listed under My Account.
If your report has not arrived
Reports are generated and emailed within minutes of checkout. If nothing has landed, these checks resolve most cases faster than we can:
- Check spam, junk and the Promotions tab. An automated message carrying a PDF is a common thing for a mail filter to hold back.
- Check the billing email address you provided at checkout. The report is sent to that checkout address, which can be different from the email entered earlier in the questionnaire. If you need help, tell us the checkout address and, if available, the order number.
- If you were asked to create an account at checkout, your order is listed under My Account. If you were never asked to set a password, you do not have an account — skip this step and write to us instead.
If those checks do not find the report, email us with the order address and number if available. Refund Policy section 9 covers resending or regenerating the file; if we cannot deliver it, the full price is refunded even after 14 days.
What to include, depending on why you are writing
Sending the right details in the first message saves a round trip.
| You are writing about | Include | The policy that covers it |
|---|---|---|
| A report that never arrived, or a PDF that will not open | Your full name, the email used at checkout, the order number if you have it, the purchase date, and a description or screenshot of what you see instead | Refund Policy, section 9 |
| A typo in the billing email address provided at checkout | The checkout address you used, the correct address and the order number if available | Refund Policy, section 9 |
| Buying the same product twice by accident | Both order references | Refund Policy, section 10 |
| A full refund within 14 days because the report is not what you expected | The email used for the order; order number if available. No reason is required. | Refund Policy, section 3 |
| A refund required by local consumer law | Checkout email, order reference if available, and the request details | Refund Policy, section 13 |
| A charge you do not recognise | The amount, the date, and how the line reads on your statement | Refund Policy, section 11 |
| Access to, correction of, or deletion of your personal data | The email address the data is held under | Privacy Policy, sections 24 and 26 |
| A mistake in an article | The article’s URL and what is inaccurate | Editorial Policy |
One thing never to send: a full card number. We have no payment terminal, we cannot use it, and we will not ask you for it. Payment details belong with the payment processor at checkout and nowhere else.
Before you open a chargeback
Both the Terms of Use (section 12) and the Refund Policy (section 12) ask you to email us first and give us a chance to look at the problem. That is not only a formality: a delivery failure is something we can fix directly and quickly, which a chargeback cannot.
What to expect, and roughly when
We have not published a guaranteed response time, and we are not going to invent one to make this page read more reassuringly. Email is read and answered in the order it arrives.
Two practical notes. Write from the address you used at checkout where you can — it lets us match your message to an order without asking. And if several days pass with no answer, send it again: mail between two automated systems fails more often than people expect, and a message that vanished is far likelier than one being ignored.
Three things email cannot do, so you are not left waiting on them:
- Change an already-generated report. The text is selected from your submitted birth date and answers. If it is not what you expected, Refund Policy section 3 provides a full refund when requested within 14 days.
- Re-run a report with different birth details free of charge. If you made an input error, Refund Policy section 7 explains the option to request a refund within 14 days and take the reading again with corrected details.
- Give medical, psychological, legal or financial advice. That is not a policy dodge. Nobody here is qualified to, and this site does not claim otherwise — see the about page and the editorial policy.
How anything you send us is handled is set out in the Privacy Policy.