We want to make it as easy as possible to get help or get in touch. Depending on what you need, there are different ways to reach us — here's a quick guide to help you choose the right one.
For Technical Support
If something isn't working, your computer is running slowly, you've got an error message, or you need help with anything technical — raise a support ticket.
Option 1 — Helpdesk portal (preferred): 👉 https://help.lanclub.nz
Option 2 — Email: 📧 help@lanclub.nz
Both options create a ticket and are tracked through to resolution. We recommend the portal as it gives you visibility of your ticket status and history.
For Account, Billing and Plan Enquiries
If your question is about your invoice, your plan, adding or removing devices, or anything account related — this isn't a helpdesk issue and doesn't need a ticket.
We aim to respond to account enquiries within 1 business day.
Should I Call or Email?
LanClub is a remote-first service — we don't have a walk-in shop. For the fastest response, always start with a ticket or email rather than trying to call. This ensures your request is logged, tracked, and picked up by the right person.
For urgent after hours issues, after hours rates apply. See our After Hours Support article for details.
Quick Reference
| What do you need? | Contact |
|---|---|
| Technical support — something isn't working | help@lanclub.nz or help.lanclub.nz |
| Account or billing enquiry | support@lanclub.nz |
| Signing up or plan questions | support@lanclub.nz |
| Cancellation or changes to your plan | support@lanclub.nz |
| Urgent after hours technical issue | help@lanclub.nz (after hours rates apply) |
Business Hours
Our standard business hours are Monday to Friday, 8am–5pm NZST, excluding public holidays.
After hours support is available but subject to availability and after hours rates. See our Business Hours and After Hours Support article for full details.