The fastest way to get help from LanClub is to submit a support ticket through our helpdesk. This creates a record of your request, tracks it through to resolution, and ensures nothing falls through the cracks.
How to Submit a Ticket
- Go to https://help.lanclub.nz
- Click Submit a Request or New Ticket
- Fill in the details:
- Subject — a short description of the issue (e.g. "Computer running slowly" or "Can't connect to WiFi")
- Description — as much detail as you can provide. The more information you give us, the faster we can help
- Click Submit
You'll receive an email confirmation with your ticket number. We'll reply within your plan's response time during business hours.
What to Include in Your Ticket
The more detail you provide, the quicker we can resolve your issue. Helpful things to include:
- Which computer is affected (e.g. "the laptop in the lounge")
- What you were doing when the problem started
- Any error messages you saw — a photo on your phone works perfectly
- Whether this has happened before
- Whether anything changed recently (new software, updates, power outage etc.)
Can I Email Instead?
Yes — you can also email us at help@lanclub.nz and a ticket will be created automatically. This works exactly the same way.
When Will I Hear Back?
We aim to respond within your plan's SLA during business hours (Monday to Friday, 8am–5pm):
| Plan | First Response Target |
|---|---|
| Essentials | 16 business hours (2 business days) |
| Standard | 8 business hours (1 business day) |
| Pro | 4 business hours (same day) |
Tickets received outside business hours will be picked up at 8am the next business day. For urgent after hours issues, see our After Hours Support article.
Account or Billing Enquiries?
If your question is about your account, plan, or invoice — that's not a helpdesk issue. Please email support@lanclub.nz and we'll get back to you promptly.