Frequently Asked Questions

Find answers to the most common questions about using Spark CRM.

Billing

How does billing work?

Spark CRM uses a subscription model with usage-based fees:

• Subscription fee - Base fee for your plan, charged on your plan’s billing cycle
• Service fees - Per-use charges for optional services
• Transaction fees - Fees per payment processed (if applicable)

Your card is charged on your plan’s billing cycle — monthly by default; daily and weekly plans also exist. Accounts also have a usage threshold (default $250), and when your usage reaches it you are billed for that usage mid-cycle and your usage meter resets.

You can view charges and download invoices from Billing — click your avatar in the bottom-left of the sidebar and choose Billing (or go to /billing).

What are the service fees?

Service fees vary by plan. Common services include:

View your specific rates on the Billing page (avatar menu > Billing), under Current Plan and in the Manage Services panel.

How do I update my payment method?

1. Open Billing from the avatar menu (or go to /billing)
2. In the Payment Method card, click Add Payment Method (or Update if a card is already on file)
3. Enter your new card details
4. Click Save Payment Method

The card you save always becomes your default payment method, and any previously stored card is removed.

Where can I view my invoices?

1. Open Billing from the avatar menu (or go to /billing)
2. Scroll to Invoice History
3. Click the download icon in the invoice’s Actions column to download the PDF (failed or pending invoices also show a retry icon)

What happens if my payment fails?

If your subscription payment fails:

1. Spark CRM will retry the charge
2. You’ll receive an email notification
3. After multiple failures, your account may be suspended
4. Update your payment method to restore access

Permissions & Access

What roles exist in Spark CRM?

Spark CRM uses a team-based permission system:

Team Owner

• Full control of the team
• Can manage all settings and billing
• Can add/remove team members
• Can assign each member one of the predefined roles (Account Admin, Account Manager, Customer Support Level 1, Customer Support Level 2, Affiliate), which determines their permissions

Team Member

• Access based on the role they are assigned
• Cannot modify billing (unless their role allows it)
• Cannot add/remove other members (unless their role allows it)

How do I add team members?

1. Click your avatar in the bottom-left of the sidebar
2. Click Team Members (or go to /team/manage)
3. Click Add User
4. Enter their email address
5. Select their Role
6. Click Send Invitation

The invited person will receive an email to join your team.

What permissions do roles include?

Permissions come with the role you assign. Common permissions include:

Account Logs are not a grantable permission — they are visible to the account owner, Account Admins and Account Managers by virtue of their role.

What are Providers?

Providers are third-party teams that can access your account for specific services:

• Customer Service Providers — service your customers and orders on your behalf: look up and create orders, issue refunds and cancellations, and (if you grant it) manage campaigns, coupons and webhooks
• Affiliate Providers — view performance dashboards and reports for the affiliate IDs you assign to them

Providers have limited access based on their type and can’t see your billing or full settings.

How do I connect a Provider?

1. Click your avatar in the bottom-left of the sidebar and choose Manage Providers (or go to /providers)
2. Find the provider in the Available Providers table and click Connect Provider
3. Click Grant Access — the provider gains access to your account immediately, with no invitation or acceptance step. You can revoke or deactivate it later from the provider’s row menu.
4. (Customer Service providers only, after connecting) Open the provider’s row menu and choose Configure Permissions to set the outbound-sales AffID and webhook, campaign and coupon access. For Affiliate providers, use Manage Affiliates instead, which opens the Assign Affiliates panel.

The provider’s type (Customer Service or Affiliate) is a fixed property of the provider you pick, shown as a badge in the Available Providers table — it is not something you select.

Support

How do I open a support ticket?

1. Go to Support in the app
2. Click Create Ticket
3. Select a Category:
   • General
   • Technical
   • Billing
   • Feature Request
   • Bug Report
   • Other
4. Set the Priority (Low, Medium, High, Urgent)
5. Enter a Subject and Description
6. Attach files if needed (max 10MB per file)
7. Click Create Ticket

How do I contact support via email?

You can email our support team directly at support@sparkcrm.io. Include relevant details about your issue, account information, and any screenshots that may help.

How do I check my ticket status?

1. Go to Support
2. View your open tickets
3. Click on a ticket to see updates and replies

You’ll also receive email notifications when your ticket is updated.

Where is the API documentation?

Spark CRM provides a comprehensive REST API for programmatic access to all platform features.

Full API Documentation: https://developers.sparkcrm.io/

The developer portal includes:

• Complete endpoint reference for all resources
• Authentication guides and API token management
• Request/response examples in multiple languages
• Webhook configuration and event handling
• Rate limiting information
• Interactive API explorer

Quick Reference:

• Base URL: https://api.sparkcrm.io/v1
• Authentication: Bearer tokens via Laravel Sanctum (created in Settings > API Tokens)
• Format: JSON request/response

Key endpoints:

• GET /v1/campaigns - Campaign management
• GET /v1/customers/{customer_number}/notes - Customer notes
• GET /v1/orders - Order management
• GET /v1/transactions - Transaction history
• GET /v1/fulfillments - Fulfillment tracking
• GET /v1/subscriptions - Subscription management
• GET /v1/products - Product catalog

For complete documentation, visit developers.sparkcrm.io

Account

How do I change my email address?

Your email address can only be changed while it is still unverified. Click your avatar in the bottom-left of the sidebar, then your name, to open Profile Settings (/user/profile — not under Settings), update the address there, and verify the new email.

Once your email is verified, contact support to change it.

How do I enable two-factor authentication?

1. Click your avatar, then your name, to open Profile Settings (/user/profile)
2. Scroll to Two Factor Authentication
3. Click Enable and confirm your password when prompted
4. Scan the QR code with your authenticator app
5. Enter the verification code
6. Save your recovery codes

How do I change my password?

1. Click your avatar, then your name, to open Profile Settings (/user/profile)
2. Scroll to Update Password
3. Enter your current password
4. Enter your new password
5. Confirm the new password
6. Click Save

How do I delete my account?

Contact support to request account deletion. Note that:

• All data will be permanently deleted
• Active subscriptions will be cancelled
• This action cannot be undone

Common Issues

Why can’t I see the dashboard?

Make sure you have:

• Verified your email address
• Completed the onboarding wizard
• Logged in with the correct account

Why are my transactions failing?

Check:

• Gateway credentials are correct
• Gateway is active and connected
• Card details are valid
• No gateway-side blocks or limits

Why aren’t emails sending?

Verify:

• Email templates are configured
• SMTP settings are correct (if using custom SMTP)
• Customer email addresses are valid

Why did my gateway test fail?

Check:

• Credentials match the selected mode (sandbox vs. production)
• IP allowlists or firewall rules on the processor side
• AVS/3DS requirements for the card you are testing
• Use the processor’s recommended test card numbers

I didn’t receive the verification email

Try:

• Checking spam/junk folders
• Resending the verification email from the onboarding wizard
• Confirming the email address entered during signup
• Whitelisting the Spark CRM sender domain in your email provider

Sandbox vs. Production gateways

• Use separate gateway entries for sandbox and production credentials
• Point each campaign at the gateway (or payment router) you want. If a campaign has a payment router assigned, the router wins and the campaign’s gateway is ignored — switch the router’s gateways, not the campaign’s, when going live. An explicit gateway_id or payment_orchestrator_id on an API request overrides both.
• Card numbers registered under Settings > Test Cards bypass the gateway entirely on ANY gateway, production included, and mark the resulting order and transaction as a test — deactivate or remove them before going live. A processor’s own sandbox test PANs, by contrast, are forwarded to the gateway and will be declined by a live MID.

Why is my data not updating?

Try:

• Refreshing the page
• Clearing your browser cache
• Logging out and back in

If issues persist, contact support.

Still Have Questions?

• Support Tickets: Open a ticket
• Email: Contact us at support@sparkcrm.io

Our support team is here to help you succeed with Spark CRM.