If you’re experiencing an issue that isn’t resolved by the Help Center, our Support team is here to help.
Providing clear details upfront allows us to diagnose and resolve problems more quickly.
When to contact Support
Use Support for unresolved or unexpected issues.
Contact Support if:
Playback issues continue after troubleshooting
A feature isn’t working as expected
You believe something is broken or missing
An error persists across devices or browsers
If a solution is already covered in the Help Center, trying those steps first can often resolve the issue faster.
What to include in your message
Details that help us help you.
When contacting Support, include as much of the following as possible:
Your device type (phone, tablet, desktop, TV)
Browser or operating system version
What happened and when it occurred
The affected title (if applicable)
Any error messages you saw
Screenshots or screen recordings, if available
Clear, specific information helps us identify patterns and speed up resolution.
How to contact Support
Two easy options.
You can reach Support by:
Emailing support@sparkk.tv
Using the contact widget in the lower-right corner of the site
Both options reach the same Support team.
Response expectations
What happens after you reach out.
Support aims to respond as quickly as possible. Response time may vary depending on issue complexity and volume, but most requests receive an initial reply within a few business days.
Follow-up communication may occur as we investigate or request additional details.
One issue per request
Helps keep things moving.
For faster resolution:
Keep each message focused on one issue
Reply within the same email thread if more information is requested
Avoid sending multiple messages about the same problem
This helps us track progress and avoid duplication.
What Support can and can’t do
Setting expectations.
Support can help with:
Technical issues
Account access and troubleshooting
Platform behavior questions
Support cannot:
Restore deleted accounts or Watchlist data
Override creator or licensing decisions
Provide timelines for unreleased features
