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
| Contact Method | Details & Availability | Best For |
|---|---|---|
| 📧 Support Request Form | Available 24/7 via Help Center | General inquiries, technical issues, billing questions |
| 🐦 Social Media (X/Twitter) | @Substack | Public-facing questions, general feedback (not for private account issues) |
| 📞 Phone Support | Not Available | N/A |
| 💬 Live Chat | Not Available | N/A |
Customer Support Channels
Getting in touch with Substack isn't as straightforward as calling a number. They funnel almost everything through their online support system. It's a bit of a pain, but it's what we've got.
📧 Email / Support Request Form
This is your main, and pretty much only, option for direct support. You submit a ticket, and they email you back.
| Purpose | How to Access | Notes |
|---|---|---|
| General Support | Submit a request in the Help Center | This is for everything: technical glitches, billing disputes, and account questions. |
| Trust & Safety | Use the same form, select 'Trust & Safety' | For reporting harmful content or policy violations. |
📞 Phone Support
Substack does not offer phone support. Searching for a number will likely lead you to unofficial or incorrect listings. Don't waste your time trying to find one.
💬 Live Chat
There is no live chat feature available on Substack's website or in their app. Any button you see offering this is probably a third-party ad. Weird, but it happens.
📱 In-App Support
Support within the Substack app (iOS and Android) directs you back to the same Help Center and support request form. There's no special, faster channel through the app.
Estimated Response Times from Substack
| Method | Expected Wait Time |
|---|---|
| Support Request Form | 1-3 business days (can be longer during peak times) |
| Social Media (X/Twitter) | Varies, not guaranteed for support issues |
Tips to Reach Support Faster from Substack
- Be Incredibly Detailed: Don't just say "it's broken." Explain what you were doing, what you expected to happen, and what actually happened. Include URLs to the specific posts or publications.
- Provide Screenshots: A picture is worth a thousand words, especially for technical bugs. Circle the problem area.
- Use the Right Email: Make sure you're contacting them from the email address associated with your Substack account.
- One Ticket Per Issue: Don't lump multiple, unrelated problems into one request. It just confuses things and slows down the response.
Before You Call: What to Have Ready
Okay, so you can't call, but before you submit that support ticket, get your ducks in a row. Trust me, it prevents the annoying back-and-forth emails.
- The Email You Signed Up With: This is your primary identifier. They will always ask for it.
- Name of the Publication: If your issue is about a specific newsletter, have the name and the writer's Substack URL ready.
- Transaction ID or Receipt: For any payment problems, find the receipt in your email. It has the info they'll need to track the charge.
- A Screenshot of the Problem: If you're seeing an error message or something looks weird, just screenshot it. It's the fastest way to show them what's wrong.
Where to Quickly Solve Problems with Substack
| If Your Problem Is... | The Best Contact Method Is... | Pro Tip |
|---|---|---|
| A Billing Error on a Subscription | Support Request Form | Have the date, amount, and publication name ready. Substack has to investigate these with Stripe, so it's not always instant. |
| A Technical Glitch or Bug | Support Request Form | Attach a screenshot or screen recording. This helps them replicate the bug and gets you a solution faster. |
| How to Use a Feature | Help Center (Self-Service) | Honestly, their help articles are pretty good. It's much faster than waiting for a human to reply with a link to the same article. |
| Unsubscribing from a Newsletter | Your Account Settings (Self-Service) | You can manage all subscriptions directly from your account dashboard. No need to contact support. |
Additional Helpful Links for Substack
How Pine AI Can Help You Save Time Contacting Substack
Tired of managing dozens of newsletter subscriptions? Don't waste time digging through settings or waiting for support emails. Pine AI can help you identify and cancel any unwanted Substack subscriptions in just a few clicks. Connect your accounts, let us find your recurring payments, and cancel them for you. It's fast, secure, and completely free.
Frequently Asked Questions about Substack
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.
