Customer Services Policy

Overview

Sprouter is committed to providing responsive, professional, and accessible customer service to every user of the Application. This Customer Services Policy describes how to reach our support team, when we are available, the response-time commitments we operate against, and how customer issues are escalated when a first-line agent cannot fully resolve them.

This policy applies to all Sprouter products and services, including the Sprouter platform, Sprouter Finance accounts, the Sprouter Visa® Debit Card, and event ticketing services. It is incorporated by reference into the Sprouter Terms of Service.

How to Reach Us

Customers can contact Sprouter support through any of the channels below. To help us help you faster, please include your account email or username, a clear description of the issue, and any relevant transaction IDs or screenshots.

• Email: support@getsprouter.com — preferred channel for most inquiries.
• Phone: 612-695-6849 — for urgent issues, account access problems, or financial-services matters.
• In-app help: the Help & Support section inside the Sprouter web and mobile apps routes messages to the same support queue as email.
• Postal mail: Sprouter LLC, 3104 East Camelback Road #852, Phoenix, AZ 85016.
• Help Center: self-service articles are available at getsprouter.com/help.

Hours of Operation

Live support is available Monday through Friday, 9:00 AM to 5:00 PM Mountain Time (Phoenix, Arizona), excluding U.S. federal holidays. Email and in-app messages may be submitted at any time. Phone calls received outside business hours can be left as voicemail and will be returned the next business day.

For card-related emergencies — including a lost or stolen Sprouter Visa® Debit Card, suspected fraud, or unauthorized transactions — use the dedicated card-services number printed on the back of your card or in the Sprouter app, which is staffed 24 hours a day, 7 days a week through our card-issuing partner.

Response-Time Commitments

We aim to acknowledge and resolve customer inquiries within the following targets. These targets are commitments, not guarantees — complex matters may take longer, in which case we will provide status updates while we work the issue.

Escalation Procedure

Most inquiries are resolved at first contact. When they are not, Sprouter operates a three-tier escalation process so that no issue stalls indefinitely.

Tier 1 — Customer Support

All customer contacts are first answered by a Tier 1 support agent. Tier 1 agents handle account questions, general product issues, password resets, and basic Sprouter Finance inquiries. If a Tier 1 agent cannot resolve an issue within 2 business days, they escalate it to Tier 2 with a full case history.

Tier 2 — Specialist Team

Tier 2 specialists handle billing disputes, payout investigations, KYC and verification questions, complex account changes, and matters that require coordination with Sprouter's banking, processing, or compliance partners. Tier 2 will provide the customer with a status update within 2 business days of receiving the escalation and aims to fully resolve issues within 10 business days.

Tier 3 — Management Review

Issues that are not resolved at Tier 2, or that involve regulatory questions, formal complaints, or unusual risk, are escalated to Tier 3 for management review. Tier 3 review includes a member of Sprouter's leadership and, where appropriate, our compliance counsel. Customers who reach Tier 3 will receive a written response with the outcome of the review and any further options available to them, including the right to file a complaint under our Complaint Policy.

Financial Services Support

For Sprouter Finance accounts, debit cards, and payouts, additional protections apply under federal consumer-protection law, including the Electronic Fund Transfer Act and its implementing regulation (Regulation E, 12 C.F.R. § 1005).

• If you believe an electronic fund transfer (EFT) on your Sprouter Finance account was unauthorized or contains an error, contact us as soon as possible and no later than 60 days after the statement on which the issue first appeared was made available to you.
• You can report the issue by email at support@getsprouter.com, by phone at 612-695-6849, or by postal mail to the address above.
• Specific procedures, investigation timelines, and provisional-credit rules are described in our Complaint Policy, including the 10-business-day initial investigation window and the 45- or 90-day extended-investigation rules under Reg E.
• Banking services for Sprouter Finance accounts are provided by Priority Commerce's partner banks, Members FDIC. Money transmission services are provided by Priority, directly or through its subsidiary Finxera, Inc. (NMLS #1168701) or its authorized affiliates and contractors. Additional disclosures are available in the Passport Account Agreement linked from the Priority Commerce legal terms page.

Anti-Phishing & Account Security

We may ask you to confirm limited identifying details to verify your identity (for example, the last four digits of your Social Security number, your account email, or a recent transaction). Legitimate Sprouter agents will never pressure you to act immediately, send funds, or install remote-control software.

Accessibility

Sprouter is committed to making customer service accessible to users of all abilities. If you require an accommodation — including, but not limited to, alternative formats for written communication, support over a relay service, or extended response times — please tell us when you contact support and we will work with you to accommodate your needs.

Updates to This Policy

We may update this policy from time to time. When we do, we will revise the "Last Updated" date at the top of this page and, where the change is material, notify users by email or in-product notice. Continued use of the Application after the effective date of any change constitutes your acceptance of the updated policy.

Contacting Us