Support access by plan
Who can use the Wevion support chat: everyone during an initial period after signup, then Pro and above. Tickets and email stay open to everyone.
Written By Salvatore Sinigaglia
Last updated About 12 hours ago
Who can use the Wevion support chat: everyone during an initial period after signup, then Pro and above. Tickets and email stay open to everyone.
Support access by plan
The in-app support chat is available to everyone during an initial period after you sign up (the first two months), and to Pro plans and above after that. Support tickets and email stay open to everyone, regardless of plan. So even if live chat isn't available on your plan later, you can always reach the team.
Who is this for
Anyone wondering why live chat is available to some accounts and not others, or how to reach support once an early-access period ends. For the full list of channels, see tr-110 contacting support.
How support access works
Support is offered on two levels: the live chat (real-time, staffed during business hours) and asynchronous channels (Wavo tickets and email). They have different availability.
The support chat
- First two months after signup: available to everyone, on any plan (including trials). This gives new accounts hands-on help while they set things up.
- After that: reserved for Pro and above. On lower plans, live chat is no longer available — but tickets and email stay open.
If live chat isn't available for you and you expected it, you're likely past the initial period on a plan below Pro. Upgrading to Pro restores live chat (see acc-101 plans overview and acc-111 trial conversion).
Tickets and email — always available
Everyone can still reach support even without the live chat:
- Ask Wavo to open a ticket — Wavo asks for your approval, then routes it to the support team.
- Email
support@wevion.ai. - Security matters:
security@wevion.ai(see Contacting Wevion support).
Quick reference
What to expect from a ticket
When you open a ticket (via Wavo or email):
- You get a confirmation — in-app when Wavo opens it, or a reply when you email.
- The team replies during business hours (Mon-Fri, 9:00-18:00 Europe/Rome) and prioritizes by urgency — critical, data-loss, and security issues first.
- Updates arrive on the same thread. Reply there with any new detail; don't open a new ticket for the same issue, since duplicates slow things down.
- Including good context up front (exact error text, timestamps, steps to reproduce, affected IDs) gets you a faster, more precise answer. See the ticket checklist in Contacting Wevion support.
FAQ
Why can't I use live chat anymore?
The live support chat is open to everyone for the first two months after signup, then to Pro plans and above. If you're past that window on a plan below Pro, live chat is no longer available to you. You can still reach the team by asking Wavo to open a ticket or by emailing support@wevion.ai, and upgrading to Pro restores live chat.
Can I still get support without the chat?
Yes. Support tickets and email are available on every plan, at any time. Ask Wavo to open a ticket (it asks for your approval first) or email support@wevion.ai. For security issues, use security@wevion.ai.
What can I expect after opening a ticket?
You'll get a confirmation, then a reply during business hours (Mon-Fri, 9:00-18:00 Europe/Rome), with the team prioritizing urgent, data-loss, and security issues first. Updates come back on the same thread — reply there instead of opening a new ticket for the same problem.
FAQ
Why can't I use live chat anymore?
The live support chat is open to everyone for the first two months after signup, then to Pro plans and above. If you're past that window on a plan below Pro, live chat is no longer available to you. You can still reach the team by asking Wavo to open a ticket or by emailing support@wevion.ai, and upgrading to Pro restores live chat.
Can I still get support without the chat?
Yes. Support tickets and email are available on every plan, at any time. Ask Wavo to open a ticket (it asks for your approval first) or email support@wevion.ai. For security issues, use security@wevion.ai.
What can I expect after opening a ticket?
You'll get a confirmation, then a reply during business hours (Mon-Fri, 9:00-18:00 Europe/Rome), with the team prioritizing urgent, data-loss, and security issues first. Updates come back on the same thread — reply there instead of opening a new ticket for the same problem.
Last updated: 2026-07-02