Starlink has no high-street shops, and in most countries it handles customers online. This guide covers the official route, what records to keep and where to go next if Starlink does not resolve your problem.
Start with Starlink
Use your account. Starlink's own customer documents say its customer service team "may be contacted any time through the customer portal", meaning your account in the Starlink app or on starlink.com (Starlink Malaysia information sheet). Its consumer terms for Greece say the same. They also say disputes about a bill "should be handled via your account in the Starlink Customer Portal" (Starlink terms, Greece). We could not load Starlink's own help-centre pages to check their current wording, so the step-by-step route below comes from an independent guide.
Raising a ticket. According to DishyTech, you log in, open the Help Center and choose Contact Support. This starts an automated assistant, which then offers a link to create a ticket. You can attach photos or screenshots. Replies arrive by email and in your account, and can take anywhere from a few hours to several days. The guide advises against opening duplicate tickets. It also says you can ask for a phone call in your ticket, and that phone support exists in the US and Canada for connection problems only (DishyTech).
Country differences. In Australia Starlink publishes a separate complaints route. Its information sheet lists an email address (starlinkresolutions@spacex.com) and a phone number. It also points customers whose complaints are not resolved to the Telecommunications Industry Ombudsman (Starlink Australia information sheet).
What to record:
- dates and times of each problem, outage or contact with Starlink
- ticket numbers, and copies or screenshots of every reply
- speed tests (several, at different times of day) and any outage or "network management" notices in the app
- invoices, card statements and order confirmations, especially for disputed charges or price changes
- photos of the hardware and its packaging if it is damaged or faulty
Returns and refunds. Starlink's information sheets for Malaysia and Australia both say it has a 30-day return policy, "with refund subject to" conditions set out in its terms (Malaysia; Australia). Its Greek terms, for example, require the kit and accessories to be returned "undamaged, untampered and unmodified" within 30 days of the payment due date (Starlink terms, Greece). Conditions vary by country, so read the terms for yours before you send anything back. They have also been challenged. In October 2026 a German consumer centre sued Starlink, seeking to stop it keeping a €19 shipping and processing fee after a valid withdrawal (Verbraucherzentrale Baden-Württemberg).
If Starlink does not resolve it
Telecom regulator or ombudsman. Most regulators expect you to go to the provider first and to quote your reference number when you escalate. In Brazil, for example, Anatel asks consumers to contact the operator, then its ombudsman, before filing (Anatel). Canada's CCTS takes complaints that remain unresolved after the provider has had a chance to fix them, and its service is free (CCTS). In the UK, Ofcom-approved dispute schemes are free. They can be used once a set period has passed since your first complaint or once the provider has issued a "deadlock" letter (Ofcom). Some ombudsman schemes only handle complaints about their member companies, so check that Starlink is covered.
Consumer protection bodies. These deal with unfair terms, misleading advertising and refunds, and some run online platforms that pass your complaint to the company. Brazil's consumidor.gov.br works this way, but only for companies that have signed up to it (Idec).
Card chargeback. If you paid by card for something you did not receive, or were charged wrongly, your card issuer may be able to reverse the payment while it investigates. Issuers usually expect you to try to resolve the problem with the merchant first, and time limits apply. In the US, for example, the window is often 120 to 180 days from the charge, depending on the issuer and the reason (American Express). Rules differ by country and card scheme, so ask your bank.
Where to complain, country by country
Links go to official sites we checked in October 2026. Where we could not confirm an official address, the body is named without a link.
Mexico's telecoms regulator changed in 2025. The CRT took over from the Federal Telecommunications Institute (IFT) under a new law (Expansión). In Malaysia, MCMC asks consumers to complain to their provider before using its complaints portal (Malay Mail).
Scams to avoid
- Cloned websites. In Brazil, 216 of 491 complaints about Starlink on Reclame Aqui over six months to April 2024 involved fake sites, some taking payment by Pix. Starlink's official site accepted only cards at the time, and Starlink said it was not responsible for purchases made on third-party sites (Teletime).
- "Lifetime" deals and fake SIM cards. Australian consumer group CHOICE warned about ads offering Starlink with no monthly fees or a "Starlink SIM card". It noted that Starlink always charges a monthly fee and does not sell SIM cards (CHOICE). In the US, Facebook ads sold a non-existent "Starlink chip" for $14.90 a month (RV Travel).
- Phishing emails. Messages signed "Starlink Team 2024" claimed a payment method had been removed. They linked to a fake login page that collected passwords and card details (APH Networks). CHOICE says Starlink will not ask for login or payment details by text, email or phone (CHOICE).
- Fake sellers where Starlink is not on sale. In South Africa, where Starlink had not launched, scammers advertised kits in Facebook groups and on a copycat site that accepted only bank transfers (BizNews/MyBroadband).
If you have paid a scammer, contact your bank or payment provider straight away. In Brazil, Procon-SP has said this is usually the only route, because no registered company stands behind fake sites (Teletime). In Australia, scams can be reported to Scamwatch.
