# Contact Starshipit support
URL: https://support.starshipit.com/articles/13017036853647-contact-starshipit-support
Canonical: https://support.starshipit.com/articles/13017036853647-contact-starshipit-support
Markdown: https://support.starshipit.com/articles/13017036853647-contact-starshipit-support.md
Updated: 2026-10-28

> For the complete documentation index, see [llms.txt](https://support.starshipit.com/llms.txt).

> Contact the Starshipit support team, ask Barry to log a ticket with your troubleshooting summary, or request a callback.

Contact our support team for help with your Starshipit account, setup or shipping issues. You can log a ticket directly, ask Barry to pass on what you have already worked through, or request a callback.

## Log a ticket directly

You can contact the team whenever you need a hand. You do not need to chat with Barry first.

1. Open the [support form](/ticket), or select **Get help > Log a support ticket** in the Support Centre.
2. Select **Sign in** if prompted. Use your Starshipit account so the form can prefill your name and email address.
3. Enter a short **Subject** and choose the **Category** and **Impact** that best describe your issue. Add any affected **Order Numbers**.
4. Describe the problem in **Description**, including what you expected, what happened instead and the checks you have already tried. Attach screenshots or other relevant files if useful; attachments have a combined limit of 4.5 MB.
5. Select **Submit ticket**. Check for the confirmation message and keep the ticket number if one is shown.

Include the exact error message and an example order number where possible. Explain how the issue affects your work, such as whether one order or all label printing is blocked. Leave out passwords and API keys.

## Ask Barry to hand over to the team

If you are already chatting with Barry, ask him to log a support ticket and include what you have worked through. For example, enter “Please escalate this to support with the order number, error and checks we’ve already tried.”

Barry can prepare a ticket with a summary of the issue and troubleshooting so you do not have to repeat everything. Review his preview, add anything that is missing and confirm that you want him to submit it. Check his response for confirmation that the ticket was created.

You need to be signed in for Barry to create a ticket. If he cannot submit it, copy his summary into the [support form](/ticket). Opening the form does not automatically transfer your conversation.

## Request a callback

If you prefer to speak with someone, call your local Starshipit support number and leave a callback request. Include a brief description of the issue, your Starshipit username and the best number to reach you. If you already have a ticket, include its number too.

| Region | Phone number |
| --- | --- |
| Australia | +61 02 909 88227 |
| New Zealand | +64 09 973 4100 |
| United Kingdom | +44 020 3936 4525 |

Our team will review your request and respond as soon as possible.

## If you cannot send your request

- If you cannot sign in, use the [password reset guide](/articles/115000459046-reset-your-password) or request a callback.
- If the form shows an error, follow the message and check that required fields are complete. Check the attachment size if a file will not upload.
- If you are unsure whether a ticket was created, keep any confirmation or ticket number and include it when you contact the team again.

For service-wide issues, check the [Starshipit status page](https://status.starshipit.com) for incident updates.

## Remote support

Our team may suggest a remote support session when they need to see what is happening on your computer. We use TeamViewer for this. Follow the support agent’s instructions and use the [TeamViewer download guide](/articles/360000560216-download-teamviewer) if asked to install or open it.

## Related articles

- [Use Barry, your Starshipit assistant](/articles/1793152800001-use-barry-your-starshipit-assistant)
- [Reset your password](/articles/115000459046-reset-your-password)
- [Download TeamViewer](/articles/360000560216-download-teamviewer)