4 channels: Wavo create_support_ticket / Help Center contact / email / urgent escalation. Same-business-day for normal, hours for critical.

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 the support contact form. Fill in:

• Subject (be specific)
• Description (include what you tried)
• Severity (low / medium / high / critical)

The Help Center and its ticketing run on Featurebase, Wevion's support and feedback platform.

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 support tool's 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 (support tool 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

FAQ

What's the fastest way to contact Wevion support?

The fastest way is to ask Wavo, Wevion's in-app assistant, to open a ticket — it invokes the create_support_ticket tool, a LOW-risk write that needs no approval. Because you're already in the app, your conversation context is auto-attached and you get a ticket ID immediately, so you don't need to repeat what you already tried.

How quickly will Wevion respond to my ticket?

Response time depends on the severity you set. Wevion targets a first response within hours for critical issues, the same business day for high, 1-2 business days for medium, and 3-5 business days for low tickets. Mark severity honestly — flagging everything critical eventually triages you down, while under-marking real outages delays help.

How should I report a security incident to Wevion?

Don't post details in Wevion's public support form. Instead use the direct security channel — typically security@wevion.ai (verify the exact address with your admin). Start a new thread rather than replying to a suspect email, and provide any IP addresses, a timeline, what was exposed, and your account ID. Wevion's security team then responds privately.

What should I never include in a Wevion support ticket?

Never include passwords, API keys or tokens, full credit card details, or other users' personal information. Support will never ask for your password, treats keys as secrets, and sees only masked billing via Stripe. Also sanitize visible-state captures before sending, since tokens can appear in URL bars or response panels.

FAQ

What's the fastest way to contact Wevion support?

The fastest way is to ask Wavo, Wevion's in-app assistant, to open a ticket — it invokes the createsupportticket tool, a LOW-risk write that needs no approval. Because you're already in the app, your conversation context is auto-attached and you get a ticket ID immediately, so you don't need to repeat what you already tried.

How quickly will Wevion respond to my ticket?

Response time depends on the severity you set. Wevion targets a first response within hours for critical issues, the same business day for high, 1-2 business days for medium, and 3-5 business days for low tickets. Mark severity honestly — flagging everything critical eventually triages you down, while under-marking real outages delays help.

How should I report a security incident to Wevion?

Don't post details in Wevion's public support form. Instead use the direct security channel — typically security@wevion.ai (verify the exact address with your admin). Start a new thread rather than replying to a suspect email, and provide any IP addresses, a timeline, what was exposed, and your account ID. Wevion's security team then responds privately.

What should I never include in a Wevion support ticket?

Never include passwords, API keys or tokens, full credit card details, or other users' personal information. Support will never ask for your password, treats keys as secrets, and sees only masked billing via Stripe. Also sanitize visible-state captures before sending, since tokens can appear in URL bars or response panels.

Last updated: 2026-05-17

Related articles

• Give feedback — improve Wavo
• Common issues and how to fix them
• Actions Wavo can take (approvals, drafts, queries)