Our support team is here to help you with any questions or issues you may have. We always recommend you first check our Knowledge Base for articles relevant to your question.
🚨 For emergency system disruptions, where a system issue is impacting multiple users or trips, refer to this article.
Help Center Articles
Before contacting support, you may want to check our help center articles. These articles cover common questions and issues and may provide the answers you're looking for. You can access the help center via three methods;
Click on the Help Center icon on the left-hand side of your Platform:
Search for help articles directly from the Chat widget (or ask Fin to search for you):
Navigating to https://help.sparelabs.com
Contact Support
You can contact the Support team via two methods;
Email Support
If you prefer to contact us via email, you can reach us at [email protected]. Please provide as much detail as possible about your question or issue so we can assist you efficiently.
Recommended template:
Recommended template:
Support Request (General Template)
Subject: [Brief Summary of Issue]
Urgency: [Low / Medium / High]
Direct Link(s): (Paste the specific URL to the trip, profile, or report here)
Specific Date & Time: (e.g., Wednesday, Oct 25th at 2:30 PM EST)
"What Happened" (Observed Behaviour):
Example: "Paul’s trip shows a status of 'Pending' even though the driver arrived."
The "What Should Have Happened" (Expected Behavior):
Example: "The trip status should have automatically updated to 'In Progress' at the pickup time."
Steps to Reproduce: (If applicable, tell us what actions the individual took)
Live Chat Support
To start a live chat with our support team, simply click on the webchat icon (see below) located on our website.
This will launch the live chat widget, where you can view help center articles, check the status of the platform, and start a live chat with a support team member.
Our live chat support is available 24/7 and provides real-time assistance. If the live chat is unavailable, you can still send us a message, and we'll get back to you as soon as possible.