Sponge have a dedicated technical Support Team available to help users access and manage technical queries for the Spark platform. Our Support Team is available between 9.00 - 17.30 UK time, Monday to Friday.
Contact us via email at email@example.com or Submit a ticket.
When you contact us, a log is made in our Support System, and if you are contacting us for the first time you may receive an email of a "Support Account" being made for you. Our support System automatically creates an account for you to track requests and help you access the tickets you have raised if you need to.
If you email firstname.lastname@example.org, we will automatically generate a ticket in the support hub and we will be alerted to your request. You will receive an email confirming the details you have provided, together with a ticket number, as per the example below:
A member of the Sponge Support Team will respond to you advising what course of action has been, or needs to be taken.
You can use email to converse with the sponge Support Team; please always reply to the email@example.com email last received in relation to the request. This will maintain a log of the conversations and makes it easier for our team to assist.
Logging into the Sponge Support Portal
You have the option to log into the Sponge support hub in order to submit a new ticket or view your current ticket(s). You will be able to see the history of communication and what the current status is.
To set up your login details, visit https://support.spongelearning.com/
Enter your details and select 'Sign up'.
You have now signed up to the Sponge Support site.
An email will be sent to you, verifying your details and enabling you to log-in in the future.
Once you receive your email and set up your log in details and password, you can log in and submit a request:
Now you can 'Submit a Request':
Please provide as much information as possible, entering this into the description of your request, including any attachments, documents, screenshots, etc. This information will assist when resolving your issue.
One of the Sponge Support team members will get in touch. In the interim, you can always log in to monitor the progress of your request.