How to get in contact with the Rocketspark Support team?

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.

Our support hours and scope

Our support team is available during business hours, Monday to Friday. We don't offer 24/7 support, and we want to be upfront about why.

Keeping our pricing accessible to small businesses means making considered decisions about how we operate. Providing round-the-clock support would significantly increase our costs, and that would flow through to what you pay. We'd rather keep things affordable and be clear about when we're available.

If your business needs someone on call outside of business hours — for urgent technical issues or anything requiring an immediate response at any time of day — an IT provider may be a better fit for that side of things. They're set up specifically for that kind of ongoing support.

It's also worth knowing that Rocketspark is a website builder, not an IT provider. Our team will always do their best, but some requests — such as advanced DNS configuration, email server setup with third-party providers, or broader IT infrastructure questions — may fall outside what we're able to help with. If we're not the right people to answer something, we'll let you know and point you in the right direction where we can.

Frequently asked questions

What are your support hours? Our support team is available Monday to Friday during business hours. Phone hours vary by region — see the numbers listed above for the specific hours in your country.

Do you offer 24/7 support? No, we don't. Offering round-the-clock support would increase our costs significantly, and we'd rather keep our pricing accessible. If your business needs support available at any hour, an IT provider would be better placed to help with that.

What happens if I call outside of your phone hours? Please leave a voicemail and we'll call you back when we're next available. You can also email us at support@rocketspark.com at any time and we'll respond within 24 working hours.

Can Rocketspark help with IT issues? Rocketspark is a website builder, not an IT provider. We'll always do our best to help, but some things — like advanced DNS configuration, third-party email server setup, or broader IT infrastructure — may fall outside our knowledge scope. If that's the case, we'll let you know and suggest where you might find the right help.

What should I include when I contact support? The more detail the better. Let us know which page or part of your website you're asking about, what you were trying to do, and what happened. Screenshots or screen recordings are really helpful and will get you a faster answer.

How quickly will I get a response? If you email us, we aim to respond within 24 working hours. Phone support is available during the hours listed above. If you reach out via Facebook, response times may vary slightly but we'll get back to you as soon as we can.