Use the app when you can: an in-app ticket stays linked to your account, gives you an SP- reference and keeps the conversation in one place. If the app will not open, email works too.
Start with the route that fits.
I can open SPARC
Open Settings, then choose Contact support or Report a bug. Describe what happened and send when you are online. If your connection drops before sending, the unfinished message stays as a draft on that device.
I cannot open the app
Email us from the address connected to your SPARC account. Include what you were doing, what appeared on screen and your phone model or app version if you know it.
Email support@sparc.ngWhat helps us solve it faster
- your SP- ticket reference, if one already exists;
- a short description of what you expected and what happened instead;
- the screen, subject, topic or question involved;
- a screenshot, if it does not reveal private information;
- your app version and phone model for a technical fault; and
- the Paystack reference for a payment or missing-access issue.
Please keep these private: never send a password, one-time code, full card number, card security code or online-banking password. SPARC support does not need them.
Some requests have a clearer route
Guardian approval or email change
A guardian can use their private management link for withdrawal, an email update or an authorised handover. If the old email and recovery code are both unavailable, support can review the case and online features will pause during that review.
Get guardian helpAccount deletion
Delete directly inside SPARC, or use the web route if you no longer have the app.
Open deletion instructionsPrivacy or data rights
Ask to access, correct, restrict or erase personal data. We may verify account ownership first.
Send a data requestPayment or access
Send the payment reference, approximate time and account email. We can check duplicate charges, failed activation or a mismatched quote.
Report a payment issueWrong question or explanation
Tell us the subject, question wording and what looks wrong. A screenshot is useful. Do not post copyrighted full books or private school materials.
Report contentUseful answers
Do I need internet to contact support?
You can draft an in-app support message offline. Sending creates a private ticket and needs a connection.
What is the SP- reference?
It is the public reference for your support case. Keep it for follow-up so your messages stay attached to the right issue.
I paid but access did not appear. What now?
Do not pay again immediately. Send the Paystack reference and account email. SPARC’s verification is designed to be retryable, so support can investigate without asking for your card details.
How quickly will SPARC reply?
We do not promise a response time we may not always keep. We will handle requests as promptly as reasonably possible, with account security, payment and privacy issues prioritised.