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Customer Support: Contact Info, Average Response Time

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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 note 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 requestsWithin 72+ hours (excluding weekends and official holidays)**

 

🚨 Urgency & Expectations

While we always aim to help you as soon as possible, please keep in mind that we do not provide emergency services. Our team works diligently to ensure high-quality responses rather than rushing through conversations. If you need any urgent troubleshooting, we recommend you review our online help resources while waiting for our reply (within 72 h+).

 

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 do schedule a 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, newsletter email, 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 requests we receive, and we can provide a history for each email/customer from 2018 if required.

 

🌍 Time Zone Considerations
If you're in a different time zone, our team may reply during the night. Additionally, please note that there may be some delays depending on when you contact us. We appreciate your patience as we carefully and systematically review each request.

 

** Official Holidays 2025 for our international friends:

9 Jun Mon Whit Monday
14 Jul Mon Bastille Day
15 Aug Fri Assumption Day
11 Nov Tue Armistice Day
25 Dec Thu Christmas Day

 

📅 Non-working days – public holidays, bridge days, and weekends + exceptional skeleton crew heads-up if applicable

Our technical team is unavailable on weekends and during French public holidays. When a public holiday falls on a Tuesday or Thursday, it's common for the technical team to take a "bridge day" (i.e., also have the Monday or Friday off).

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

Please note: Our team is currently operating at reduced capacity until September. Response times may be longer than usual. All repair operations will be on standby between August 11 and August 29. Thank you for your patience and understanding.

Thank you for your understanding. We’ll respond to any inquiries as soon as the team returns.

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