Contacting Support

Last updated: April 18, 2026

When you need help with Wevion, there are several ways to get assistance. This article covers all available support channels and how to get the fastest response.

Prerequisites

  • An Wevion account (for authenticated support channels)
  • For billing issues, have your subscription details ready

How It Works

Wevion provides multiple support channels depending on the nature and urgency of your issue:

  1. In-app live chat — Powered by Pylon, available directly within the Wevion platform for real-time assistance
  2. Knowledge base — Self-service articles covering all platform features (you're reading it now)
  3. Email support — For detailed inquiries or when you need to share attachments
  4. Telegram alerts — Not a support channel per se, but useful for staying informed about system-level issues affecting your account

Support Channels

In-App Live Chat

The fastest way to reach the Wevion team is through the built-in chat widget.

How to access it:

  1. Log in to Wevion
  2. Look for the chat icon in the bottom-right corner of the screen
  3. Click the icon to open the chat window
  4. Type your question or describe your issue
  5. A support team member will respond as soon as possible

Best for:

  • Quick questions about features
  • Account or billing issues
  • Bug reports
  • Feature requests

Email Support

For more detailed inquiries, you can reach the team via email:

When writing a support email, include:

  • Your registered email address
  • A clear description of the issue
  • Steps to reproduce the problem (if applicable)
  • Screenshots or screen recordings (if visual)
  • Your plan type and browser/device information

Best for:

  • Complex issues requiring detailed explanation
  • Sending attachments, logs, or screenshots
  • Follow-ups on existing issues
  • Account recovery requests

Knowledge Base

Before contacting support, check if your question is already answered:

  • Browse articles organized by topic (Getting Started, Campaigns, Rules, Billing, etc.)
  • Use the search function to find specific topics
  • Each article includes step-by-step guides, FAQs, and links to related articles

Best for:

  • Learning how features work
  • Step-by-step guidance
  • Understanding platform limits and policies

Step-by-Step Guide

Reporting a Bug

  1. Note exactly what you were doing when the issue occurred
  2. Take a screenshot or screen recording of the error
  3. Open the in-app chat or send an email to support@wevion.ai
  4. Include:
    • What you expected to happen
    • What actually happened
    • The URL of the page where the issue occurred
    • Your browser name and version
    • Whether the issue is reproducible (happens every time vs. intermittent)

Requesting a Feature

  1. Open the in-app chat or send an email
  2. Describe the feature you'd like to see
  3. Explain the use case — how would this feature help your workflow?
  4. The team reviews all feature requests and prioritizes based on demand

Escalating an Urgent Issue

If your issue is critical (e.g., you cannot access your account, campaigns are not publishing, or billing is incorrect):

  1. Use the in-app chat for the fastest response
  2. Clearly state that the issue is urgent in your first message
  3. Include your account email and a brief description
  4. The team will prioritize critical issues affecting live campaigns or billing

Options and Configuration

Channel Availability Response Time
In-app chat During business hours Minutes to hours
Email (support@wevion.ai) 24/7 (async) Within 24 hours
Knowledge base 24/7 (self-service) Instant

Tips for Getting Help Faster

  • Be specific: "My campaigns won't publish" is less helpful than "When I click Publish on a campaign with objective CONVERSIONS, I get error code 100 — invalid targeting."
  • Include context: Plan type, number of ad accounts, which Meta user is affected.
  • Check the knowledge base first: Many common issues are documented with step-by-step solutions.
  • One issue per request: If you have multiple problems, submit them separately for faster resolution.

FAQ

What are the support hours? The support team is available during European business hours (CET/CEST timezone). Email support is monitored 24/7 with responses within 24 hours.

Is support included in all plans? Yes. All plans (Starter, Professional, and Enterprise) include access to the same support channels. Enterprise customers may receive priority handling.

Can I request a demo or onboarding call? Yes. Contact the team via the in-app chat or email to schedule a walkthrough of the platform tailored to your needs.

I forgot my password. How do I get back in? Wevion uses Logto for authentication. Click "Forgot password?" on the login page to receive a password reset email. If you don't receive it within a few minutes, check your spam folder or contact support.

Where can I report a security issue? For security-related concerns, email support@wevion.ai with the subject line "Security Issue." These reports are treated with the highest priority and confidentiality.

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