Trying to get in touch with Substack can feel a bit like sending a message in a bottle. Whether you're dealing with common frustrations like billing disputes or trying to cancel a subscription you forgot about, getting a hold of a human isn't straightforward. Many users on sites like the Better Business Bureau report issues with unexpected charges. Your main ways to contact them are through their online support request form, as they don't offer a public phone number or live chat. It seems like everyone and their dog is starting a newsletter these days, so knowing how to manage your subscriptions or get help is key. Before you get lost in their help articles, you can visit the official Substack site for direct access to your account settings.
Different Ways to Contact Substack
Substack keeps its contact options pretty streamlined, which is a nice way of saying limited. They push users toward self-service options. Here’s the reality of what you can expect.
| Contact Method | Details & Availability | Best for... |
|---|---|---|
| Support Request Form | Available 24/7 via their Help Center. This is essentially their email support. | Billing questions, technical glitches, account issues, and formal complaints. |
| Help Center | Available 24/7 at substack.com/help | Finding answers yourself for common problems like changing your email or canceling a subscription. |
| Social Media (@Substack) | X (formerly Twitter), Instagram | Public complaints or general questions, but not for private account issues. Expect a canned response directing you to the help center. |
Customer Support Channels
Forget what you know about traditional customer service. Substack operates differently, focusing almost entirely on text-based support.
a. 📞 Phone Support
Substack does not provide a public customer support phone number. Any number you find online is likely not legitimate. All support is handled online to keep records in writing.
b. 📧 Email Support (via Support Form)
This is your primary method for contacting a real person. You submit a request through their help center, which then creates an email ticket.
| Purpose | Notes | |
|---|---|---|
| General & Technical Support | Accessed via the Substack Help Center 'Submit a request' button. | Response times can vary. Be as detailed as possible in your initial request to avoid back-and-forth. |
| Trust & Safety | Accessed via a specific reporting form in the Help Center. | For reporting content that violates policies, like spam or harassment. |
c. 💬 Live Chat or Website Bot
There is no live chat feature available on Substack's website. You cannot chat with a support agent in real-time. Their help center has a search function, but it is not an interactive bot.
d. 📱 In-App Support
Support within the Substack mobile app (iOS and Android) also directs you back to the Help Center and the support request form. There are no special in-app contact methods.
- Open the Substack App.
- Tap your profile icon.
- Go to Settings.
- Find the 'Help' or 'Support' section, which will open the mobile version of the Help Center.
⏱️ Estimated Response Times from Substack
Patience is a virtue with Substack support. Since there's no way to call, you're waiting on an email queue.
| Method | Expected Wait Time |
|---|---|
| Support Request Form (Email) | 1–3 business days |
| Social Media | A few hours to a day (for a generic reply) |
🔍 Tips to Reach Support Faster from Substack
- Be Incredibly Detailed: Since you only get one shot with your initial message, include everything. Your email, the name of the publication, screenshots, and the date the problem occurred.
- Use the Right Keywords: Use words like "Billing Dispute" or "Account Access Issue" in the subject line of your request to help route it correctly.
- Check the Help Center First: Seriously. For things like canceling or changing your email, it's much faster to do it yourself. Support is for when things are actually broken.
Before You Submit a Request: What to Have Ready
Don't waste your time with a vague support ticket. Before you even think about typing up your issue, make sure you have your email you signed up with and the exact name of the Substack publication you have a problem with handy. Trust me, they will ask for it. It's also smart to have a screenshot of the problem, especially if it's a weird charge on your bank statement.
Where to Quickly Solve Problems with Substack
Knowing where to go for your specific problem can save you a headache. Here’s a quick guide.
| If Your Problem Is... | The Best Contact Method Is... | Pro Tip |
|---|---|---|
| An incorrect charge from a writer | Support Request Form | Have the date, amount, and a screenshot ready. This is the only way to get a potential refund processed by their team. |
| Can't log in or need a password reset | Help Center (Self-Service) | This is way faster than contacting a human. Only submit a ticket if the self-service tools completely fail you. |
| How to cancel a specific newsletter | Your Account Settings | Go to your Substack settings page while logged in. It lists all your subscriptions with a clear cancel option next to each. |
| Reporting a writer for harmful content | Trust & Safety Form | General support can't handle this. You must use the specific form for policy violations to create an official record. |
Additional Helpful Links for Substack
For additional resources, check out the following links directly from Substack:
Frequently Asked Questions about Substack Customer Service
Rachel Adams
Technology & Software Editor
Rachel Adams is the Lead Tech & App writer at Pine AI, where she decodes the complexities of the digital software landscape. With over eight years of experience as a software reviewer and tech journalist, her work focuses on the security, usability, and subscription models of popular apps and SaaS platforms. Rachel's insights empower consumers to make informed decisions, avoid predatory billing, and select software that genuinely adds value.
