What information should I include in a Starlink support request?
Give support a short timeline, the exact symptom and the evidence that distinguishes your issue from a general outage or Wi-Fi problem.
A useful first message includes:
- When the problem started, with time zone.
- Exact app alert or error wording.
- Whether it is constant or intermittent.
- Which devices are affected.
- Whether nearby Wi-Fi and Ethernet behave differently.
- Recent equipment, location or plan changes.
- The checks already completed and their results.
- Safe photographs of relevant visible damage.
Use the official app or Help Center route for the account linked to the service. If you cannot sign in, use the recovery or contact options offered by the official site.
Do not include passwords, verification codes or full payment-card details. Share account identifiers only through the appropriate private support process.
Our recommendation is to describe observations rather than an assumed cause: “two devices lose connection at the same time” is more useful than “the satellites are broken”. Keep follow-up evidence in the same support conversation where possible.
Read our related guide: How to Contact Starlink Support and Write a Useful Help Request.
Related official guidance: Starlink Help Center.
Reviewed: 23 September 2026. Plan and hardware details should be checked for your country and equipment.
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