Stuck on finding Starlink’s customer support portal or simply fed up with waiting too long for your response?
In this article, I am going to walk you through how to contact Starlink via the app and browser, check the status of your support ticket, and alternative ways of getting in touch.
How To Contact Starlink Via Mobile App
You can contact Starlink’s customer support team in two different ways, namely via its mobile app or within your browser.
In this section, I am going to show you how to do that within the mobile app. First, open the Starlink app and then select SUPPORT (#1).
You will then be presented with the selection of categories and questions commonly asked by users. Consequently, you need to pick whatever category is applicable to you.
For the sake of this demonstration, let’s assume that we received a damaged antenna, which would a replacement.
In this case, you’d click on SETUP & INSTALL (#2) and then select DAMAGE (#3). Lastly, pick MY HARDWARE IS DAMAGED (#4).
By default, Starlink presents you with the standard answer for that particular issue. In some cases, that information may be sufficient to resolve whatever issue you’re facing.
Assuming it’s not, you have to click on the hand pointing its thumb downwards, pictured below “Did this answer your question?” (#5).
This redirects you to the page that allows you to message Starlink. In order to SUBMIT a message, you need to add a title, description, and one or multiple photos (#6).
Make sure to be as detailed as possible when describing your issue. Customer support agents oftentimes have to hit hourly quotas, which means they don’t have the time it often requires to understand ambiguous problem descriptions.
How To Contact Starlink Through Your Browser
Another option to contact Starlink’s support team is via a browser such as Chrome, Firefox, Brave, Edge, or Opera.
To do that, log into your account through the following link by entering your username and password.
This will redirect you to Starlink’s account portal (#7, pictured above) where you can manage your subscription, purchase additional products in Starlink’s shop, or contact support.
From there, you click on SUPPORT located at the top of your screen. Again, the page shows all possible support questions a subscriber could have (#8).
We’ll stick to the same example, which means you click on SETUP & INSTALL, DAMAGE, and then MY HARDWARE IS DAMAGED.
Once again, you need to click on the thumbs-down sign located at the bottom of your screen (#9).
This leads to a pop-up window that asks you if you actually want to get in touch with support. If that’s the case, then click on CONTACT SUPPORT (#10).
Yet another pop-up window appears, offering you the option to switch to the app (where you’d follow the same process I outlined in the previous chapter) or CONTINUE ON WEB – the option you should pick (#11).
Once again, enter all required information. An additional feature that isn’t present in the app at this point in time is the option to link your support message to an order (#12).
Make sure to click on YES and select the product in question (granted your question is related to a previous order) as it will speed up the handling of your request.
How To Check The Status Of Your Support Ticket
Checking on the status of your support ticket can be done both within the app and in the browser. In the app, click on SUPPORT on the home screen.
Once again, you’ll be redirected to the overview of questions. This time, you need to click on the letter sign located in the top-right corner of your phone screen (#13).
Consequently, you’ll be presented with all of your ongoing support tickets. Simply click on the one that’s relevant and you’ll find all the messages that you and the customer support agent have exchanged.
Similarly, in the browser and after clicking on SUPPORT as well, you can check on your tickets by clicking on ALL MESSAGES on the left-hand side (#14).
Lastly, Starlink also sends you a notification to your registered email whenever there’s an update to a service request. So, make sure to regularly check your email’s main inbox as well as your spam folder for updates.
Does Starlink Have Phone Service?
No, Starlink does not have a phone service that you can call. As such, your best bet remains to contact Starlink via the app or browser.
And before you get confused: some people, when searching for Starlink’s contact data, are presented with the following number as the first result: 1-855-753-2495.
However, this number does not belong to SpaceX or Starlink. Instead, it is the customer care number of Subaru’s namesake infotainment software and is thus not associated with SpaceX.
That said, there are four possible alternatives, which may or may not work and are dependent on your country of residence.
Starlink & SpaceX ask you to add “Consumer Complaint” and your Starlink Account number in the subject of your email. This enables Starlink to automatically route your request to the customer service representative that’s assigned to your location.
Another option, if you’re located in the United Kingdom, is to send a complaint by mail to the following address:
Starlink Internet Services Limited
5th Floor, Beaux Lane House
Mercer Street Lower, Dublin 2 D02 DH60
Again, include “Consumer Complaint” and your Starlink Account number in the subject of your letter.
For those residing in Australia, you can mail Starlink at Starlink Internet Services Pte. Ltd. Level 10, 68 Pitt Street Sydney NSW 2000 or call the following number: 1800 954 824.
Unfortunately, mailing Starlink directly when you’re living in the United States or Canada is not possible. Instead, you should stick to the app/browser options or email.
Third, you could also tweet at Starlink, SpaceX, or even Elon Musk who, at times, directly responds to users. However, you’d likely need to get substantial engagement on the post for it to be noticed.
With that said, always feel free to tweet at Starlink Insider – I’d make sure to forward any sensible request.
Fourth, you can also involve third-party regulatory agencies that collect complaints to assess the quality of telco operators.
For example, in the United Kingdom, the Center for Effective Dispute Resolution (CEDR) provides cost-free assistance via its Communication & Internet Services Adjudication scheme.
If you are a residential or small business client who has lodged a complaint eight weeks prior and is still dealing with unresolved issues or has received a Deadlock Notice within the previous year, CEDR is available to provide counsel.
The CEDR can be reached via the following options:
- Website: https://www.cedr.com/consumer/cisas/complainnow/
- Phone: 44(0)20 7520 3814
- Email: firstname.lastname@example.org
- Write to them at: Center for Effective Dispute Resolution, 70 Fleet Street, London EC4V 1EU.
Those located in Australia may contact the Telecommunications Industry Ombudsman (TIO) online or by calling 1800 062 058.
Lastly, if you’re based in Canada, then get in touch with the Commission for Complaints for Telecom-television Services (CCTS).
How Long Does It Take Starlink To Respond To A Ticket?
There is no standard response time when contacting Starlink online. Users have reported a variety of different waiting times, ranging from a few hours to sometimes even weeks.
Starlink, in the above-mentioned Complaints Code of Practice page, claims that it will respond to complaints submitted by postage anywhere between 2 days to 40 days, depending on your location.
In any case, you should refrain from continuously reaching out to Starlink if you haven’t received an answer to your initial message.
Traditionally, customer service operations assign priority by date, meaning the older your complaint is, the greater its priority to be resolved.
That’s because telco operators risk losing their licenses if they surpass a certain threshold of (long-standing) complaints.
Although never officially confirmed, Starlink’s customer service may reassign the priority of your ticket if you keep on messaging them.
As such, it’s best to remain patient and simply wait for Starlink to get back to you – however long this may take.
Do I Need To Be A Customer To Contact Starlink?
Yes, you do need to be subscribed to one of Starlink’s seven internet plans in order to get in touch with a representative.
As I’ve mentioned before, Starlink remains understaffed when it comes to customer support capabilities, so helping those who are not paying is currently not an option.
Alternatively, you could also contact one of Starlink’s authorized resellers like Best Buy or Home Depot.
You can find the list of authorized resellers on Starlink’s support page by searching for the term ‘reseller’ in the left-sided box.