lost scroll

Lost-link workflow

What to do when a client paid or saved a reading but cannot open the result, email, or archive.

Goal: restore access without exposing anyone's data or sending technical debris to the client.

Payment issue Privacy deletion

what to ask first

Email used for purchase or login.

Approximate purchase time and amount if available.

Do not require last 4 digits; verify through Stripe dashboard when possible.

Product name: free, one-card, deep scroll, gift, membership.

Find payment and reading id

First search by email in Stripe and Supabase. Do not ask the client to send screenshots with full payment data.

Stripe payment status: succeeded, processing, canceled, failed.
Supabase reading status: draft, paid, sealed, interpreted, emailed.
Email event: sent, delivered, bounced, complained.

Restore access safely

Best answer: send a new magic-link/recovery link to the same email, not the reading result inside the support email.

The link is one-time or short-lived.
Email does not expose the private question in the subject.
Client is told where to open the result after signing in.

Close the loop

After access is restored, log the cause: email bounce, typo, webhook delay, account mismatch, browser issue.

Entry added to incident log if the cause repeats.
Client received a brief confirmation.
Internal reading status is updated.

reply templates

First response

Client says: I paid but received nothing.

We will help open your OmenHall scroll

Thank you for writing. I will check payment and access by your email. Please do not send full card details. If the payment succeeded, we will restore scroll access or send a new secure link.

Access restored

A new link or login path has been sent.

Scroll access restored

We sent a new access link to the same email. Open it on the device where you want to read the scroll. If it does not appear within a few minutes, check Spam/Promotions and write back.

red flags

Client asks to send the result to a different email without verification.
No payment in Stripe, but client insists on access.
Email bounce repeats for one domain.

closed when

Access restored through the same email or refund confirmed.
Cause logged: typo, bounce, webhook, account mismatch, browser.
If repeated, a fix task is created.