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How to get Help

Last updated August 2020

This guide will help you find the best resource for your inquiry and fastest resolution. As a general rule first search in the latest API docs and knowledge base articles and then try the following.

Service Status

Find out whether the service is up, down, sideways, on vacation or going slow by visiting

Account Services

TaskHow to get help
Upgrades, Downgrades (standard plans)See the Billing page under Account Settings in the SparkPost app
Upgrades - Large Plans & Add-onsContact Sales
Cancel your ServiceCancel your account (EU) on the Account Settings page in the SparkPost app
Billing InquiriesContact our Billing Team (EU)

Account Setup & Requests

TaskHow to get help
First Time Setup SupportSee the video guides in the Getting Started Section of the support center, if you are still having issues Submit a support request (EU)
Dedicated IP Address Requests (for paid plans)See the IP Pools page under Configuration to request your IP(s)
Sending Limit RequestSee the Usage page in the app and complete the form under 'Contact support'
Custom Bounce DomainSee Setting up Custom Bounce Domain article for instructions
Inbound Relay Webhook SetupSee Enable Inbound Relay Webhook for instructions

Technical Support

TaskHow to get help
DKIM Verification IssuesContact our Compliance Team (EU)
Sending Domain BlockSee the Domain Requirements Article and if all else fails Contact our Compliance Team (EU)
Finding Bounce InformationSee Getting Bounce Information for instructions
Policy RejectionsSee the Suppressions Article

Support Team Hours

Our Support teams work Monday to Friday 09:00 til 20:00 Eastern Time (UTC-5). When you submit a ticket you will receive an acknowledgment with your case ID, you can reply to this with any further information that will help to expedite your case, screenshots, sample code and as much detail as you can always helps. We will do our best to respond promptly and sort out your query or issue and get you sending as soon as possible.

Integration Support

For ALL integration questions, check out our community slack channel at and chat with our engineers and other developers using SparkPost. Whether you are using a third party front-end application or service, using an existing Library or building your own, you will find help and advice in the community.  The SparkPost community channels include:

  • community_support, announcements, subaccounts
  • csharp, python, node, php, ruby, wordpress

For common front end integrations we have basic guides in the Integrations Section of the support center or click on the particular guide you require:

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