Customer Support: Contact Info, Average Response Time

How to Contact Unistellar Support

If you need any assistance with your Unistellar products, please reach out to us through our official support platform via the link below. Our team offers support in French and English, with limited assistance in German and Japanese.

Our Commitment to Helping You

Our dedicated support team, based in the South of France, is committed to providing thoughtful and thorough assistance. We understand that issues with your equipment can be frustrating, and we always do our best to respond as quickly as possible. However, please keep in mind that our support service is not an instant messaging system or live chat. We are a small team, and while we prioritize efficiency, we also take the necessary time to address each request properly.

Response Times & Support Availability

📅 Business Hours: Monday to Friday, 9 AM – 6 PM (CET/Paris time)

📨 Typical Response Time:

• General (non-technical) inquiries → Within 48 hours (2 business days)

• Technical support requests → Within 72+ hours (excluding weekends and official holidays)**

No Direct Phone Support – But We’re Here for You

Due to the size of our team, we do not offer direct phone support at this time. However, in some instances, after reviewing your request (including photos/videos when needed), we may schedule a phone or video call (in French or English) if it helps resolve complex issues more efficiently. 

How to Ensure a Smooth Support Experience

✔️ Submit requests through our support platform only – We do not process troubleshooting via social media, personal emails, or internal staff contacts.
✔️ Include the serial number of your telescope systematically when requesting technical assistance.
✔️ Avoid submitting multiple requests – This does not speed up response times, as inquiries are handled in the order they are received (except Unistellar Care).
✔️ Check your spam/junk folder if you don’t receive an automated confirmation email within 1-5 minutes. Please note that we archive all the requests we receive, and we can provide history from 2018 for each email/customer if required.

🌍 Time Zone Considerations
If you're in a different time zone, our team may reply during the night. Also, there might be some delays depending on when you get in touch with us. We appreciate your patience as we work through each request carefully and systematically.

Thank you for your understanding and for being part of the Unistellar community! 🚀🔭

** Official Holidays 2025: