What if Substack doesn't reply?

Welcome to the club. Your best bet is to go public on X/Twitter and tag them with your ticket number.

Can I escalate my complaint legally?

You can try, but it's a huge step. For most issues like content takedowns or being banned, your most effective escalation path isn't a lawsuit, it's filing a detailed complaint with the Better Business Bureau, which creates a public record of your unresolved issue that they'll likely feel pressured to address.

Are there lots of people leaving Substack?

Oh, absolutely. A ton of high-profile writers left in a very public way over Substack's refusal to enforce policies against hate speech. Just search for 'Substack exodus' and you'll see all the articles from late 2023 and early 2024.

Is this the right phone number to contact Substack?

They don't have a phone number. It's all online. Your only real options are their support email and their support request form.

What's the easiest way to cancel a subscription with Substack?

Canceling a subscription to someone else's newsletter is pretty easy in your account settings. But if you're trying to delete your own publication, that's a different story. We have a guide on [How to cancel Substack](https://www.19pine.ai/cancel-subscription/software-and-app-services/how-to-cancel-substack) that makes it simple.

Other ways that I can contact the Substack?

I wish. I once tried to find a direct contact for their trust and safety team and it was impossible, every single link just looped me back to the same generic support form that felt like a black hole. It's either that form or calling them out on social media.

Why was my post taken down without warning?

This is their number one complaint. Their system is notorious for taking down posts with a vague, automated message about 'violating terms' and then providing zero specific details, even when you ask. You have to file a ticket to fight it, and getting a straight answer is a whole other battle.

Complain About Substack | How to file a complaint

Best ways to complain to Substack

Your options are limited, which is part of the frustration. They don't want you calling them. Here are the main channels people use to get a response.

Contact Method	Details & Availability	Why use this instead...
Email / Support Form	Submit a request here or email support@substackinc.com. Available 24/7, but responses are not.	This is the official, required first step for any issue. You need a ticket number for any escalation.
Social Media (X/Twitter)	Tag @SubstackInc or @SubstackSupport	Use this for public pressure. If your ticket is ignored for days, a public post can sometimes get their attention faster. Best for visibility, not for sharing private account details.

⏱️ Estimated Response Times from Substack After Complaining

Honestly, it's a total lottery. Don't hold your breath for a quick reply.

Method	Expected Wait Time
Phone	Not Available
Email	24 hours to 5+ business days
Chat	Not Available
App	N/A

🔍 Tips to Get a Quicker Response from a Complaint

Be incredibly specific. Don't just say 'my post was removed'. Say 'My post titled 'XYZ' published on [Date] was removed at [Time] without a clear reason.'
Attach screenshots of everything. The post, the email notification, your empty dashboard, everything.
Use their official form first to get a ticket number. Then, if you get no response, take that ticket number to X/Twitter and ask for an update publicly.

How to Escalate Your Complaint

If Substack is giving you the silent treatment, it's time to escalate. Your first step is always to use their internal support system. Regulators won't usually touch a complaint unless you can prove you tried to resolve it with the company first.

After you've sent your email and gotten an inadequate response or no response at all, your best bet is the Better Business Bureau (BBB). Filing a complaint on the BBB website is free and creates public pressure. Substack has an 'F' rating, so they are clearly not great at resolving these, but companies often respond to BBB complaints to manage their profile. The BBB acts as a mediator, but prepare to wait. It can take weeks to get a final response through their system. It works, but it's a slow burn.

Email Template to Complain to Substack

Subject: Formal Complaint Regarding [[Issue, e.g., Unjustified Content Removal]] on Account [[Your Substack URL or Email]]

To Whom It May Concern,

I am writing again to resolve an issue with my account. My previous attempt to get help on [[Date of first contact]] under ticket number [[Ticket #, if you have one]] has not been resolved, and my problem remains.

On [[Date of incident]], my article titled "[[Article Title]]" was removed from my publication. The notification I received cited a violation of the terms of service but failed to specify which section was violated or how. Frankly, having my work taken down without a clear and transparent reason is not only unprofessional, it's incredibly disruptive to the relationship I have with my paid subscribers.

To resolve this, I require you to reinstate the post immediately and provide a specific, detailed explanation for its removal. I also need assurance that this will not happen again without a proper warning and a chance to appeal.

If I do not receive a satisfactory response within 72 hours, my next step will be to file a formal complaint with the Better Business Bureau and share my experience with my audience on other platforms.

Thank you for your prompt attention to this matter.

[[Your Name]]

Additional Helpful Tips to get Your Complaint Resolved

Reference the Controversy. If your complaint is about moderation, mention the public criticism of their policies. It shows you're aware you're not the only one and that your issue is part of a larger pattern.
Keep a Timeline. Note every time you contact them and every time they respond (or don't). If you escalate to the BBB, this log is your best evidence.
Ask for a Human. If you get a canned, unhelpful email response, reply directly and ask for your ticket to be escalated to a senior support specialist or a manager. Sometimes you have to ask directly to get past the first line of defense.
Check Reddit. One user on r/Substack mentioned they only got a real response after they replied to the same ticket every 24 hours with a simple "Any update on this?" It might feel annoying, but persistence can beat their system of ignoring people.

Let Pine AI Help Raise the Complaint to Substack

Tired of sending your complaint into Substack's support void and getting nothing back but an automated ticket number? It's a common story. You write a detailed message, hit send, and then... crickets. You're left wondering if anyone even read it. Sound familiar? Instead of wasting your time sending follow up emails that get ignored, let Pine AI handle the persistent pushback for you. We manage the entire complaint process, sending the follow ups and escalating the issue so you don't have to. No more checking your inbox every five minutes. It's time to get your problem solved without losing your sanity.

Frequently Asked Questions about Substack Complaint Filing

Olivia Harper

Content Manager

Olivia Harper, a Content Manager with nine years of experience, creates user-focused guides on subscription services. Featured in Digital Consumer Reports, her work simplifies subscription terms and cancellations.