Get help
Aptavia is a small operation, and we would rather tell you exactly what that means than dress it up. Here is what we promise, and here are the five things people actually write in about — each one with the page that fixes it.
What we promise
We read every message and reply as soon as we can.
We're a small team on Australian eastern time, so replies are slower on weekends and public holidays.
Email contact@aptavia.com.au. That is the whole support channel: one address, read by a person.
There is no phone line and no live chat, because we cannot staff either one honestly. There is no after-hours queue: a message sent on Saturday is read on Monday.
Sort it out yourself, faster
Billing, changing plan, or cancelling
Your plan, payment method, invoices and cancellation all live in account settings — cancelling takes effect at the end of the period you have already paid for, and you keep Pro until then. What each plan includes is on pricing, and the per-feature allowances are published in full on fair use.
If a charge looks wrong, email us with the date and amount and we will look at the Stripe record directly. Refunds are covered in the terms.
The verification email hasn't arrived
You need a confirmed email address to sign in. Go to confirm your email — it works even when you are signed out — and request a fresh link. Check spam and any “promotions” tab: the message comes from our sending domain and some filters bury it the first time.
University addresses are the usual culprit; if a second attempt does not land, email us from any other address and say which one you signed up with.
A mark looks wrong to me
Open the essay report and use This mark looks wrong to me near the bottom of it. Your essay goes into the human review queue with your note attached. Someone reads the essay and the mark against it by hand, and you get a reply by email.
We read every message and reply as soon as we can. Your mark is not changed while we look, and nothing is re-graded automatically — if a human mark is recorded it is added to the essay’s history rather than overwriting what you were shown. This is open to every account, free ones included, and to any essay you have ever written — there is no window after which a mark stops being reviewable.
Worth reading first: marks are estimates produced by our examiners against our own in-house criteria, not an official ACER result. How the marking works and how accurate it has been both say more than we can fit here. Your essays are on essay practice.
Questions about exam dates and sittings
Published sitting dates, registration windows and results timings are on GAMSAT dates, which is the page we keep current. Your own sitting date — the one the app counts down to and plans around — is set in account settings.
We are not ACER and cannot see, change or chase your registration. For anything about your booking itself, ACER is the only party who can help.
Your data: a copy, or deletion
You can download everything we hold about you, and delete your account, from account settings. The export includes your essays, your marks, your activity and any note you have sent us — including a mark dispute. What we collect and why is in the privacy policy.
Is it just me, or is it down?
The status page reports what we can genuinely check — that the app answered, that the database answered, and whether each marking engine is running at full strength, standard and deep reported separately — and says plainly what it cannot check.
Still stuck? Email contact@aptavia.com.au and say what you were trying to do. We read every message and reply as soon as we can.