1sutra
Support & feedback
Payment, delivery, sign-in, downloads, or something you want to tell us about the book or the site: it's all here. If you can't find the answer, write to us and we'll reply.
If you are in danger right now, first see the helplines
Write to ushello@1sutra.com
How to reach us
Write to hello@1sutra.com. We usually reply within two working days.
Tell us the email you paid with and roughly when you paid; a screenshot helps. Never send us a card number or a verification code. We will never ask for them.
Email is not watched around the clock. If you are in danger right now, please call a helpline first.
The payment didn't go through
Payments are handled by Stripe: cards and Link. We never see or store your card number.
Common causes: your bank declined an international payment; it asked you to confirm in its app or by text and that step wasn't finished; the card number, expiry or postcode was mistyped; not enough available credit.
What to try: make sure the card allows international payments and try again, or use another card. A failed payment is not charged. Sometimes a bank shows a "pending" hold, which drops off by itself within a few days.
If it still fails after a few tries, write to us with the message the payment page showed, and we'll look into it.
I was charged but have no book
Your book is written after payment and is usually ready in about 30 minutes. We email the address you paid with when it's ready; check your spam folder.
You can also sign in with the email you paid with and see progress and the download in My book.
If 24 hours have passed with no book, or you were charged and the page didn't move on, write to us and we'll trace the order. What happens when a book can't be delivered is in our terms, under "failed delivery and refunds".
My bookTerms: failed delivery and refundsWrite to us about this
No sign-in email
There's no password: enter your email on the sign-in page and we send a link; opening it signs you in. A new address works the same way and creates an account.
The email usually arrives within a minute or two. If it doesn't, check spam and any promotions tab, and make sure it's the address you paid with. Each address can get at most three emails an hour, so wait a little and try again.
Still nothing? Write to us with the email you paid with (or the one on your Stripe receipt) and we'll check.
Downloading and reading
Your book is a PDF that reads on phone, tablet and computer, and it prints. Sign in and download it from My book, as often as you like.
The link in the "your book is ready" email works for 24 hours; after that, just sign in with the email you paid with.
If the download fails or the PDF won't open, write to us with your device and browser.
Your data
What you write is stored encrypted, never used for training, never made public.
You can delete all of it at any time in My book; it is erased within 24 hours and cannot be recovered. See the privacy policy.
Ideas and feedback
Something on the site is awkward, a page looks wrong, a line in the book is wrong or doesn't sit right with you, or you wish it did more or less of something: tell us.
For a page problem, include your device, browser and which page, plus a screenshot; it helps us find it quickly.
We read the ratings and notes left on book pages every week. Every email is read by the 1sutra editors.