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.
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;
Clicking on the Help Center icon on the left-hand side of your Platform
You can search for help articles directly from the Chat widget
Navigating to https://help.sparelabs.com
Checking Platform Status
If you're experiencing issues with the platform, you can check the status of our services on the webchat widget. We provide real-time updates on any ongoing maintenance or outages that may be affecting our platform.
If you cannot view our webchat widget you can visit our Status page directly here.
If our Help Center articles don't answer your question or help you troubleshoot an issue you are experiencing, you can speak directly with our team to receive additional support.
While contacting support please provide the description of your issue along with the screenshot of the error (if any persist).
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. Our support team typically responds to emails within 2 hours.
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 during business hours 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.
For emergency system disruptions, where a system issue is preventing the reception or delivery of passenger trips for multiple drivers or passengers and the issue needs to be urgently resolved to provide immediate rider trips:
➡️ If during normal Spare office hours of 8am-6pm PST Monday-Friday (excluding Canadian holidays), please reach out to [email protected] or contact Spare via Live Chat.
➡️ If outside of normal office hours, call our urgent emergency response line: +1 604-800-6708
➡️ Please note that we may be receiving multiple simultaneous calls and may not be able to answer all at once.
If calling at early or late hours of the day or night, please be advised that you may be waking someone up and that they may need some time to make their way to their computer to begin working on the issue.
Before calling, please gather details on the issue, including context and/or pictures and videos, and be prepared to explain the issue and provide information to Spare.
Follow ups on issues resolution will be via: 1. Spare's Status Page; 2. Email; 3. Intercom Chat
For more information about our urgent escalation procedures, you can view this article