Support & Subscriber Help
Asymmetrist 2.0
This page provides guidance for subscribers who need help with subscriptions, payments, access, or delivery.
Asymmetrist is a small, independent, reader-supported publication. We deliberately use Substack as our publishing and delivery platform so that we can focus our time and attention on producing the work itself, rather than operating a full in-house technical support operation.
As a result, platform-level support is handled by Substack, while Asymmetrist support is focused on subscription entitlement, access, and editorial participation.
Support resources are therefore prioritised for paid subscribers.
How Support Works (Please Read First)
Before contacting us, it is important to understand how responsibilities are divided:
Substack handles platform functionality, account management, app behaviour, and payment mechanics.
Asymmetrist handles questions about access to its work, subscription status, and participation in its editorial and community features.
If your issue relates to how Substack works as a platform, the fastest and most accurate help will come directly from Substack Support.
If your issue relates specifically to your Asymmetrist subscription or access, we are happy to help (subject to the limits outlined below).
Paid Subscriptions & Billing
How much does a paid subscription cost and what do I get?
Paid subscribers receive access to the deepest work on Asymmetrist, including long-form features, dispatches, the living library, and community participation.
Current pricing and what is included at each tier are clearly outlined on the subscription page at the time of purchase.
How do I upgrade to a paid subscription?
If you are a free reader, you can upgrade by signing in to your Substack account and selecting a paid plan from the Asymmetrist subscription page.
All upgrades and plan changes are handled directly through Substack.
How am I charged?
Paid subscriptions are billed on a recurring basis (monthly or annually), depending on the plan selected at checkout.
Payments are processed securely by Substack and its payment partners (including Stripe, and in some cases Apple).
Asymmetrist does not store or process your payment card details.
I subscribed via the iOS app. What does that mean?
If you subscribed through the Substack iOS app, your payment may have been processed via Apple’s in-app purchase system.
In these cases:
billing, cancellation, and refunds are governed by Apple’s policies
subscriptions must be managed through your Apple ID settings
Asymmetrist does not have access to Apple billing controls and cannot override them.
Can I cancel my subscription?
Yes. You can cancel at any time:
through your Substack account settings, or
through Apple, if you subscribed via the iOS app
Cancellation takes effect at the end of the current billing period. You will not be charged again after cancellation.
Do you offer refunds?
As a general rule, payments are non-refundable once access to digital content has been granted.
This reflects the immediate delivery of paid content and is standard practice for digital publications.
Refunds may be considered only in limited circumstances, such as:
duplicate charges
clear billing errors
All refund requests are handled in accordance with the policies of the relevant payment provider (Substack, Stripe, or Apple).
Deleting your account, withdrawing consent, or choosing to cancel does not constitute grounds for a refund.
Access & Email Delivery
I’m not receiving Asymmetrist emails. What should I do?
Before contacting us, please check:
your spam, junk, or promotions folder
that your subscription is active
that the email address on your Substack account is correct
Email preferences can be managed directly through your Substack account.
If the issue persists and you are a paid subscriber, you may contact us (see below).
I can’t access paid content. Why?
Most access issues are resolved by:
signing in to the correct Substack account
confirming that your subscription is active
refreshing your browser or clearing cached data
If you subscribed via Apple, ensure you are logged in using the same Apple-linked Substack account.
Can you change the email address on my account for me?
No. For security reasons, account email addresses must be changed by the user directly through Substack. Please find Substack’s support article here.
Asymmetrist does not have access to account-level controls.
Livestreams, Community & Participation
How do livestreams and community features work?
Subscribers may have access to livestreams, live chat, comments, or other discussion spaces hosted via Substack.
Participation is optional and subject to community conduct standards.
What happens if someone is disruptive or abusive?
Asymmetrist reserves the right to restrict or remove access to community features, or to terminate a subscription entirely, where behaviour is disruptive, abusive, or undermines the experience of others.
In such cases, no refunds are provided.
Substack Platform Support
Many questions relate to how Substack works as a platform, rather than to Asymmetrist itself.
Examples include:
changing your email address
resetting passwords
managing notification settings
updating payment methods
managing subscriptions purchased via Apple
mobile app behaviour or bugs
For these issues, please consult Substack Support, which provides the most accurate and up-to-date guidance.
Asymmetrist cannot:
access Substack account internals
reset passwords
modify billing records
override Apple or Stripe systems
If Substack Support directs you back to the publication to confirm subscription status or access, and you are a paid subscriber, then please contact us directly at bogdan@axiaeditions.com.
Who Can Contact Asymmetrist Support?
Support from Asymmetrist is prioritised for paid subscribers.
We can help with:
access to paid content
subscription status confirmation
email delivery issues not resolved via Substack
livestream or community access questions
General enquiries, platform-usage questions, or pre-purchase questions may not receive individual responses.
This boundary allows us to protect the time and attention required to produce the work itself.
Contact
If you are a paid subscriber and require assistance not covered above, please contact:
bogdan@axiaeditions.com
Please include:
the email address associated with your Substack account
a brief description of the issue
We aim to respond within a reasonable timeframe.
Final note
Asymmetrist is built deliberately: slowly, carefully, and independently.
The support structure reflects that same philosophy.
Thank you for reading—and, if you are a paid subscriber, for supporting the work directly.