Contacting Wevion support

4 ways to reach support: via Wavo (in-app, fastest), Help Center → Contact Support (web form), email (workspace-configured address), urgent escalation (for critical issues). Response time: same-business-day for normal tickets, hours for critical. For security concerns: use a direct security channel, not the public support form.

Who is this for

Anyone who exhausted self-help options (tr-101 common issues + cluster-specific troubleshooting). Or anyone with a billing / account / security question requiring human intervention.

The 4 channels

Channel 1: Via Wavo (recommended)

If you're already in Wevion: ask Wavo to open a ticket.

You: "I'm having trouble with Campaign X failing to publish. Can you open a support ticket?"
Wavo: [invokes create_support_ticket tool]
Wavo: "Ticket #12345 created. Support team has the context of our conversation."

Tool: create_support_ticket (LOW risk write — no approval needed). See ai-105 actions.

Advantages:

• Fastest (already in app)

• Conversation context auto-attached

• Ticket ID immediately

• No need to repeat what you tried

Channel 2: Help Center → Contact Support

Visit help.wevion.ai → click Contact Support button (typically bottom right or in header).

Opens Pylon's contact form. Fill in:

• Subject (be specific)

• Description (include what you tried)

• Severity (low / medium / high / critical)

Channel 3: Email

Send to your workspace's support email (typically support@wevion.ai or workspace-specific).

Include in body:

• Workspace name

• User email

• Issue description

• What you've tried

• Error messages (exact text)

• Timestamps (when did issue start?)

• Browser + OS (if relevant)

Channel 4: Urgent escalation

For critical issues:

• Production outage affecting your campaigns

• Data loss

• Security incident (suspected compromise)

• Billing failure causing immediate workflow block

Use the same channels but mark as urgent / critical in subject. Some workspaces have direct phone / WhatsApp escalation — check with your account manager.

For security: don't post details in the public support form. Use direct security channel (typically a dedicated email like security@wevion.ai — verify with your admin).

What to include in tickets

The more context, the faster support can help. Include:

Always

• Workspace name (e.g. acme-corp.wevion.ai or workspace ID)

• User email (who's reporting)

• Issue summary (1-2 sentences)

• Detailed description (what happened, what you expected)

• Error message (exact text, no paraphrasing)

• Timestamp (when did issue start? does it persist?)

• Steps to reproduce (if reproducible)

When relevant

• Browser + version (Chrome 142, Safari 18, etc.)

• OS (macOS 25, Windows 11, etc.)

• Affected entity IDs (campaign ID, ad account ID, etc.)

• Audit log link (/api/v1/audit-logs?...) if you can identify the relevant event

• Visible-state captures (call them "visible-state captures" per style guide)

Never

• Passwords (support will never ask)

• API keys / tokens (treat as secrets; support has access to system-side, don't paste)

• Full credit card info (Stripe handles billing securely; support sees masked)

• Other users' personal info (PII you don't have authority to share)

Response time expectations

Mark severity honestly. Marking everything "critical" gets you triaged-down. Marking actual outages "medium" delays response.

After you submit

You'll get:

• Ticket ID (e.g. #12345)

• Confirmation email (or in-app confirmation if via Wavo)

• Updates as support investigates (email or in-app inbox)

Reply to the ticket email or use the Pylon UI to add info. Don't open a new ticket for the same issue — duplicates slow things down.

When NOT to contact support

Self-help first:

• Common issues: check tr-101 hub

• Cluster-specific troubleshooting: meta-108, com-121, cc-125, etc.

• FAQ: tr-201..205

• Wavo questions: ai-112

For each category Wevion has documentation. Read first — saves time + helps the team focus on novel issues.

Distinguishing feedback vs support

Both valued. Choose the right channel.

Security incidents

If you suspect:

• Compromised account (someone logged in as you)

• Token leak (your API keys posted publicly)

• Data exfiltration (unauthorized download)

• Phishing email impersonating Wevion

Don't post details in public support form. Use direct security channel:

1. Email security@wevion.ai (verify exact address with your admin)

2. Don't reply to the suspect email — start a new thread

3. Provide: IP addresses (if you have them), timeline, what was exposed, your account ID

4. Wevion security team responds privately

Common mistakes

• Vague subject "Help": write descriptive — "Cannot publish campaign X to Meta account act_123, error 'invalid_audience'"

• No reproduction steps: support can't reproduce → slower resolution

• Replying with new context to old ticket: confusing; open new ticket for new issue

• Marking everything critical: triage de-prioritizes you over time

• Sharing visible-state captures with secrets visible: tokens / API keys may be in URL bars or response panels — sanitize before sending

After resolution

When ticket resolves:

• Mark as resolved (Pylon UI) — frees support to close

• Optional: leave brief feedback on resolution quality

• For systemic / repeated issues: also leave thumbs-up/down via Wavo so it gets aggregated improvement attention

Related

• Wavo feedback — feedback vs support distinction

• Common issues hub — self-help first

• Wavo actions — create_support_ticket tool