There are numerous different ways for you to get in contact with the Rocketspark support team.
When reaching out to the support team, please add as much detail as possible so that we are able to help the best we can. We encourage you to send screenshots and even screen recordings to help us understand the issue as quickly as possible!
(To make this tour bigger, click the arrows on the right or zoom in)
Email support:
One way to contact us is by sending us an email to support@rocketspark.com - We will respond within 24 working hours of the email being sent!
Phone call:
You can give us a call at the numbers below:
- New Zealand: 0800 762 538 (0800 ROCKET). The phone hours are 9am - 4pm, Monday to Friday.
- Australia: 1800 491 672 The phone hours are 6:30am–3:00pm AEDT, Monday to Friday.
- United Kingdom: 020 3773 8327. The phone hours are 8pm - 3am GMT (9pm – 4am BST) Sunday to Thursday.
- United States: +1 (408) 664-0705 The phone hours are PST: 12noon–7pm (EST: 3pm–10pm) Monday to Friday.
If you call out of our open hours mentioned above, please leave us a voicemail and we will call you back when we are next available.
Facebook:
Another way to contact the support team is through Facebook.
If you search Rocketspark using Facebooks search bar, the Rocketspark Facebook page will show up in the results. Once you have found and clicked onto our page, there will be a message button.
If you do message us through Facebook, please make sure to include what website you are referring to.
Design Studio (For Rocketspark Partners):
If you are a Rocketspark Partner, you are able to contact the support team directly from your Design Studio.
On the left-hand side of your Design Studio Dashboard, you will see an option 'Partner Support'
Once you are there, there will be three options which you can choose from.
From Rocketspark.com:
You can contact us through rocketspark.com which is our official website.
Up the top of the Rocketspark page, there is an option for Support:
Once you have selected this option, down the page there is an area where you can contact us, either via logging in or if you are unable to log in.
Click on the 'If you can't log in' text, you will need to fill out a few questions through a contact form.
Tips for describing questions and issues
Please be very specific about any questions and issues you are having. The more details you can provide the Rocketspark support team the more helpful they will be able to be. Make sure you include information about the page you are on or the part of your website you have questions about.
If there is something visual that might be able to help with the question, we’d love a screenshot or screen capture of it, which will help us diagnose much faster for you. In the messaging system, you will be able to add any attachments in terms of files or screenshots you need to help explain what you are having trouble with.
If you have multiple questions, we recommend creating a new message for each. This means we can be very specific in our replies to each message and there is no confusion or missed responses.
Why we ask for ownership verification
For security, sometimes we'll ask you to verify information related to your website, such as the details on your account, the credit cardholder name or last four digits of the card on file for your website. We may also ask you to verify account ownership by emailing us from the specific email address on file for the site.
The safety and privacy of your account is our top priority, and we request this information to help protect you and your information.