Need Urgent Help — But It’s Not a Disruption?
If you’re not seeing a platform-wide issue, but you still need urgent support, you can contact us via chat. Our team is available 24/7 and will assist you right away. If the chat agent determines the issue is in fact a service disruption, they’ll escalate it accordingly.
What Qualifies as an Urgent Escalation?
Urgent escalations should only be made for service disruptions that significantly impact your operations. Examples include:
•Riders are unable to book trips
•Drivers can’t see or accept trips
•Trips are not being dispatched
•Severe routing or matching failures during live service
•Full platform outage
•Critical functionality not working ahead of a planned launch
✅ Step 1: Check the Spare Status Page
Before escalating, please check if we’ve already acknowledged the issue and are posting live updates.
If the problem is listed, there’s no need to call — our team is already working on it.
☎️ Step 2: Call the Spare Outage Line
If the issue is not listed on the status page and is actively disrupting your service, please call the outage line immediately.
📞 Spare Outage Line: +1 604-800-6708
When contacting Spare through the Outage Line, the agent will take your request and triage the issue in real time. After that, they will keep communicating through email and provide news as soon as the team in charge updates the issue.
This number connects you directly to our on-call team and is the fastest way to escalate critical service issues.Calling the outage line will trigger an internal alert and ensure our team investigates right away.