OrbitNex
App Store Guideline 1.5 Compliant • Customer Support Portal

OrbitNex Customer Support & Help Desk

We are dedicated to providing responsive, transparent, and direct support for all OrbitNex users worldwide. Find quick self-service answers below or contact our dedicated engineers.

Response SLA Guarantee: 服务承诺（SLA）： Our engineering and customer support team commits to responding to all technical inquiries within 24–48 business hours.

Technical & App Support

For subscription issues, restore purchases, sync errors, or bug reports.

Direct Email support@orbitnex.net
Response Window 24–48 Hours

Corporate & Enterprise

For business cooperation, enterprise licensing, or legal correspondence.

Admin Email admin@orbitnex.net
Domain Registry orbitnex.net

Privacy & Data Rights

Exercise your GDPR, CCPA, or Apple 5.1.1 account deletion rights.

Dedicated Portal account-deletion.html →
Apple Guideline Section 5.1.1(v)
Express Email Ticket Generator

Generate Support Ticket Template

Fill in brief details below to launch your default email client with a pre-formatted diagnostic template sent directly to support@orbitnex.net.

Launch Email Client Target: support@orbitnex.net
Knowledge Base & FAQ

Frequently Asked Questions (FAQ)

Clear, step-by-step guidance covering subscription restoration, cancellation, sync troubleshooting, crash reporting, and privacy rights.

1

How do I restore my purchases or active subscription? (Restore Purchases Guide)

If you previously purchased an OrbitNex Pro subscription or lifetime tier and it does not show as active on your new or secondary Apple device, please perform the following standardized steps:

  1. Locate Restore Button: Open the OrbitNex App on your iPhone, iPad, or Mac. Navigate to Settings → Subscription / Membership → tap "Restore Purchases".
  2. Check Apple ID Consistency: Ensure that your device is logged into the exact same Apple ID / App Store account that originally purchased the subscription.
  3. Verify Network & Apple Services: Make sure your device has a working internet connection and can reach Apple's StoreKit verification servers.
  4. Manual Receipt Verification: If the App Store receipt does not refresh automatically, restart your device and try once more.

Still having trouble? Email our team at support@orbitnex.net with your Apple Order ID (found in your Apple email invoice starting with 'M') and we will assist immediately.

2

How do I cancel or manage my auto-renewable subscription? (Apple ID Settings Path)

In accordance with Apple App Store Review Guideline 3.1.2, all auto-renewable subscriptions are managed directly and securely through your Apple ID account. OrbitNex never stores your credit card details. You can cancel or switch plans anytime without penalty:

iOS / iPadOS Direct Path:

Settings → [Your Name / Apple ID] → Subscriptions → OrbitNex → Cancel Subscription

macOS Direct Path:

System Settings → Apple ID → Media & Purchases → Subscriptions → Manage → Cancel

Important Timing Note: Apple requires cancellation at least 24 hours before the end of the current billing period to prevent renewal for the subsequent period. If cancelled, your Pro access remains active until the expiration date of the current period.
3

Troubleshooting cross-device cloud sync or account login failures

OrbitNex uses end-to-end encrypted Apple CloudKit and native synchronization protocols. If you experience delayed sync or login anomalies across devices, check these common diagnostic items:

  • Check iCloud Permissions: Go to iOS Settings → [Your Apple ID] → iCloud → Apps Using iCloud and ensure OrbitNex is toggled ON.
  • Check Storage Space: Verify that your personal iCloud storage has available space. If iCloud is full, Apple blocks syncing background payloads.
  • Force Sync Refresh: On the main OrbitNex screen, drag downward (pull-to-refresh) to initiate an explicit bidirectional differential sync.
  • VPN & Firewall Inspection: If you are on an enterprise Wi-Fi or VPN, ensure Apple push notification service (APNs) and CloudKit domains (e.g. *.icloud.com, *.apple.com) are not blocked.
4

How to export and submit crash diagnostic logs (.ips reports)?

If the app unexpectedly closes or hangs, iOS creates a standardized crash dump (`.ips` file). Providing this file allows our engineers to pinpoint the exact stack trace and release an expedited hotfix:

How to retrieve iOS system diagnostic log:
  1. Open the iOS Settings app on your device.
  2. Navigate to Privacy & Security → Analytics & Improvements.
  3. Tap Analytics Data.
  4. Scroll alphabetically to locate entries beginning with OrbitNex-*.ips.
  5. Tap the log file, tap the Share icon in the top-right corner, and email it to support@orbitnex.net.

Please mention your device model (e.g., iPhone 15 Pro Max) and operating system version in the email message body.

5

How do I request account deletion or data erasure? (Guideline 5.1.1 Portal)

In strict compliance with Apple App Store Review Guideline 5.1.1(v), GDPR Article 17, and CCPA, you have the absolute right to purge all account credentials, synchronization stores, and historical usage telemetry.

Self-Service Account Deletion Portal

Submit an instantaneous erasure request or view retention policies.

Visit Deletion Portal

You may also email support@orbitnex.net with the subject "Data Erasure Request". Manual requests are verified and permanently wiped within 30 days.

Official OrbitNex Verified Support Hub

Looking for Enterprise or Legal Inquiries?

For business contracts, administrative issues, security disclosures, or App Store reviewer queries, reach out directly to corporate administration.

Contact admin@orbitnex.net