Contact support
Contact support
Contact our team for help with SparkLayer, including setting it up on your website:
- Email support@sparklayer.io, or
- Click the message icon (a purple speech bubble) in the SparkLayer Dashboard (opens in a new tab), or at the bottom right of this page.
Many common problems, such as missing B2B prices or widgets not loading, have a quick fix in Troubleshooting.
So we can help quickly, include:
- Which store it's about, such as your store's web address.
- What your query is about, in as much detail as you can.
- Screenshots that help show the problem.
Response times
| Plan | When we reply |
|---|---|
| Every plan | Within 24 hours on weekdays, and within 48–72 hours at weekends. |
| Enterprise | 24/7 support, with a service level agreement (SLA) on top. Contact us for its details. |
The message icon isn't a live chat that's always staffed, so you won't always get a reply in real time. Our team often replies well within these times, with a solution.
Get help with onboarding
| Help | Plans |
|---|---|
| Free installation: our team adds SparkLayer's storefront widgets to your website and tests them. See Request free installation. | Every plan |
| Personalised onboarding sessions: a video call with our onboarding team to walk you through setting up your data and features. Book an onboarding call (opens in a new tab). | Paid plans (Starter and above) |
To ask a question at any time, click the message icon to contact the team.
You can also reach us from the app:
| Where | Button | What it does |
|---|---|---|
| Home,Setup (opens in your SparkLayer Dashboard in a new tab) | Book setup call | Books a free setup call with our onboarding team. |
| Home,Setup (opens in your SparkLayer Dashboard in a new tab) | Chat with support | Opens a chat with our team. |
| Home (opens in your SparkLayer Dashboard in a new tab), at the foot | Book free setup | Books a free setup call. |
| Settings,Configurations (opens in your SparkLayer Dashboard in a new tab), at the top | Free setup assistance | Books a free setup call. |
Request free installation
Your website needs SparkLayer's storefront interfaces installed. Our team does this for you, free of charge:
- Go to Storefront,Widgets (opens in your SparkLayer Dashboard in a new tab). Under Ask us to install it, click Request installation. On Shopify, you can also click Something not right? Install SparkLayer for me in Theme setup.
- We get in touch within a working day, and ask for access to your website so we can edit your code.
- We install all the SparkLayer storefront interfaces you need and test that everything works.
- We let you know when it's ready. Test it yourself with the Launch checklist. On a paid plan, you can also book an onboarding call (opens in a new tab) to talk through any questions.
What our support covers
| Covered | Not covered |
|---|---|
| Questions about our apps' functionality, integration and installation | Problems caused by third-party plugins |
| Help configuring app settings | Anything your theme developer supports, such as native theme settings and design decisions |
| Bugs you've found |
If we don't cover your query, we'll try to point you to the best place to get help.
Other help
Fixes for missing B2B prices, widgets not loading and checkout errors
Platforms, cost, setup time and whether you need a developer
Where we're based
Our head office is in Bath, England, and our team is based nearby. Read more in our story (opens in a new tab).
Wherever you are, see Response times for when to expect a reply.
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