Help & Support
Common questions answered below. If yours is not, email us and a human replies, usually within 24 hours.
Email support
One inbox, monitored daily. Tell us your name, what you bought (if anything), and what is going wrong.
support@esaexpert.co.uk Reply usually within 24 hours, often faster on weekdays.About your report
Generating, downloading, emailing the WCA50 / UC50 guidance you paid for.
How quickly will I get my report?
The report is generated in your browser as soon as you click Generate, usually within 1 to 5 minutes for the Full Report, longer for Done For You and MR Pack because those produce more content. You can download it as a PDF from the page and, if you entered your email, it will also be sent automatically to your inbox.
I did not receive my report by email - what now?
First check your spam / junk folder. Reports come from support@esaexpert.co.uk. If it is not there, you can still download the PDF from the same browser tab where you generated it - the report stays in your browser for 24 hours.
If you closed the tab and the email never arrived, email us with the address you used at checkout and we will resend.
I want to email a copy to myself but the report says it was already auto-sent
The "Email a copy" form is below the report. If your purchase was made through a normal checkout, we will have already emailed it to the address you used at Stripe. If you arrived through a one-time support link (not Stripe), there is no email on file, so you must enter your email manually in that form. The site highlights the field in this case.
My browser tab closed before the report was finished - did I lose everything?
No. Two safety nets are running. Your form draft is autosaved as you type, so when you return to the same browser the conditions and description are restored. Your generated report is saved to your browser for 24 hours - reopen the site and a green banner at the top says "Welcome back. Your report is saved" with a button to view it.
If the 24 hours elapsed, email us your purchase details and we will reissue a one-time access link.
Can I generate the same report again?
One paid generation per purchase. The report is then saved in your browser for 24 hours and emailed to you (if applicable) so you have multiple copies. If something goes wrong on our side - error in generation, system failure - email us and we will issue a fresh generation at no cost.
Pricing, payments, refunds
Stripe, prices, the digital-content refund exception.
What are the prices?
Full Report · £49.99 · personalised guidance across all 17 WCA activities, descriptor matching, evidence checklist.
Done For You · £99.99 · everything in Full Report plus ready-to-copy WCA50 answers, assessment prep Q&A, GP letter template.
Mandatory Reconsideration Pack · £149.99 · everything in Done For You plus MR letter template, point-by-point rebuttal, tribunal materials.
One-time payment in pounds, no subscription, no auto-renewal.
Can I get a refund?
If the report does not generate due to a technical failure on our side, we refund in full without question. Email us with the Stripe receipt and we will process the refund.
Once a report has been generated and delivered, the digital content exception under the UK Consumer Contracts Regulations 2013 applies and we do not offer refunds. You consent to this by ticking the consent box at generation time.
Is payment secure?
Yes. Payment is processed by Stripe. We never see or store your card details. The only things we see are your email (so we can deliver the report), the tier you bought, and the amount.
Privacy and your data
UK GDPR, special category data, what we do and do not keep.
Do you store my medical information?
No. The health information you enter is processed in real time to generate your report, sent over HTTPS to our AI provider (Anthropic), and is not stored on our servers afterwards. Your report is held in your browser localStorage for 24 hours so you can come back to it, then it expires.
Why do I have to tick the consent box?
Health information is special category personal data under Article 9 of the UK GDPR. We can only process it with your explicit consent (Article 9(2)(a)). The tick box is your consent. You can withdraw it at any time by emailing us; withdrawal does not affect processing that has already happened.
Will you share my data with anyone?
No marketing, no sales, no third-party sharing. The only entities your information touches are Stripe (payment) and Anthropic (AI generation), both under contractual data-processing agreements. We do not sell, share, or rent your data, ever.
Affiliates
I have an affiliate code but cannot log in
Affiliate login is via magic link. Go to the affiliate page, switch to the Dashboard tab, enter your code, and click "Email me a login link". Check the inbox you registered with. If you do not see an email, your code may have been created before the new login system; email us and we will fix it within the hour.
How do I get paid?
Commission is paid monthly via bank transfer or PayPal, minimum payout £20 (carries over if below). When you have sales, email us with your preferred payout method and we will arrange it.
Still stuck?
If your question is not here, or if you bought something and something went wrong, email support@esaexpert.co.uk. Include your name, what you bought, and the issue. One human reads it.