Something gone wrong with a delivery, or a question about your account? Here is how to reach a person, and what to expect.
Start here
Most questions are already answered on our frequently asked questions page — how to find a driver, what the order statuses mean, how driver verification works, and how to close your account.
Open a support ticket
If you have an account, the fastest route is a ticket. Sign in and go to Support → New ticket. Every ticket gets a reference number, and you can follow the whole conversation in one place instead of losing it in an inbox. You can attach a photo or a document if it helps explain the problem.
You will get an email whenever we reply.
If you cannot sign in
Use the contact form instead — it does not require an account. Tell us the email address on the account and what happens when you try to sign in.
A few things worth checking first:
- Sign-in codes arrive within a minute or two. Check your spam folder before requesting another.
- A code expires, and requesting a new one makes the previous one stop working. Use the most recent.
- If you first signed up with Google or Apple, use that same button rather than asking for a code.
A problem with a delivery in progress
Call your driver first. Their number is on the order — they are the only person who can tell you where your delivery actually is, and StarOne cannot move it for them. Deliveries are arranged directly between you and the driver.
If you cannot reach them, or something has gone wrong that they cannot fix, open a ticket and include the order number.
Payments
StarOne does not handle payment for deliveries — that is arranged directly between you and your driver, so a dispute about what was paid for a delivery is one we can help mediate but cannot refund.
Driver subscription billing is different: that is charged by StarOne and we can help with any invoice or payment question. Open a ticket with the invoice number.
Drivers: verification and documents
Document review is done by a person, not automatically, and most applications are decided within two business days. You are notified by email and push as soon as there is a decision. If a document was rejected, the reason is shown in your account so you know what to re-upload.
Response times
We aim to reply to every ticket within one business day. Anything involving safety is looked at first, ahead of everything else in the queue.
Reporting a safety concern
If you felt unsafe during a delivery, tell us and mark the ticket urgent. We review every report, and we can suspend a driver's listing immediately while we look into it. If you are in immediate danger, call 911 first.
Privacy requests
To see, correct or delete the personal information we hold about you, see our privacy policy — it explains your rights under PIPEDA and who to write to. You can also delete your account yourself from Account settings.