3 ways to reach Wevion support: in-app support chat, ask Wavo to open a ticket (needs approval), or email support@wevion.ai. Staffed business hours.

Contacting Wevion support

Three ways to reach the team: the in-app support chat (the life-buoy button in the top bar), ask Wavo to open a ticket (Wavo asks for your approval first, then routes it to the support team), or email support@wevion.ai. The chat is staffed during business hours (Mon-Fri, 9:00-18:00 Europe/Rome); outside those hours you can still leave a message and the team replies when back online. Urgent and security issues are prioritized. For security concerns, use the dedicated security address, not the public chat.

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 that needs a human. Support availability can depend on your plan and how recently you signed up — see tr-111 support access by plan.

The 3 channels

Channel 1: In-app support chat (fastest)

While you're logged in, open the support chat from the life-buoy button in the top bar (desktop) or in the navigation rail. It connects you to the Wevion support team, and a badge shows any unread replies.

• When it's staffed: business hours — Monday-Friday, 9:00-18:00 (Europe/Rome). You can send a message any time; outside those hours the team replies when back online.
• Availability: the chat is available to everyone for an initial period after signup, and to Pro (and above) plans afterwards — details in tr-111 support access by plan. If you don't see the life-buoy button, use one of the channels below.

The support chat is not the same as Wavo. Wavo is Wevion's in-app product copilot that helps you use the platform and can take actions in your account (see ai-105 actions Wavo takes). The support chat is your line to the human support team (with an automated assistant that can point you to help articles first).

Channel 2: Ask Wavo to open a ticket

If you're already talking to Wavo, you can ask it to open a support ticket for you.

You:  "Campaign X keeps failing to publish. Can you open a support ticket?"Wavo: "I'll open a ticket describing the publish failure on Campaign X. Approve?"You:  [approve]Wavo: "Ticket created. The support team has the context of our conversation."

Approval is required. create_support_ticket is an approval-gated action: Wavo writes a short message explaining what it will do, then waits for you to approve before anything is sent. The ticket is only created — and routed to the Wevion support team — after you approve. Wavo never sends a ticket silently.

Why it's convenient:

• The context of your conversation is attached automatically, so you don't repeat what you already tried.
• If a retry happens, the same content resolves to the same ticket (it's deduplicated server-side), so you won't get duplicates.

Channel 3: Email

Send an email to support@wevion.ai.

Include in the body:

• Your account email (who's reporting)
• Issue description and what you expected
• What you've already tried
• Exact error messages (copy the text, don't paraphrase)
• When it started and whether it persists
• Browser + OS (if relevant)

Security concerns

Don't post security details in the public support chat. Instead:

1. Email security@wevion.ai.
2. If you received a suspicious email, start a new thread — don't reply to the suspect message.
3. Provide a timeline, what may have been exposed, and any relevant identifiers (account email, IPs if you have them).

Use this for suspected account compromise, leaked tokens or API keys, unexpected data access, or phishing that impersonates Wevion.

What to include in tickets

The more context, the faster support can help.

Always

• Account 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 it start? does it persist?)
• Steps to reproduce (if reproducible)

When relevant

• Browser + version (Chrome, Safari, etc.) and OS
• Affected entity IDs (campaign ID, ad account ID, etc.)
• Visible-state captures (screenshots of the relevant screen)

Never

• Passwords — support will never ask for them
• API keys / tokens — treat them as secrets; never paste them
• Full card details — billing is handled securely by Stripe; support only sees masked data
• Other users' personal information you don't have authority to share

Sanitize visible-state captures before sending: tokens can appear in URL bars or response panels.

Response time expectations

There is a single, coherent expectation: the support chat is staffed during business hours (Mon-Fri, 9:00-18:00 Europe/Rome), and messages sent outside those hours are answered when the team is back online. Replies are prioritized by urgency — critical outages, data loss, and security incidents come first. Flag genuinely urgent issues clearly, and don't mark routine questions as urgent, so the team can triage fairly.

After you submit

You'll get a confirmation (in-app for the chat / Wavo ticket, or by reply for email) and updates as the team investigates. Reply on the same thread to add information — don't open a new ticket for the same issue, since duplicates slow things down.

When NOT to contact support

Self-help first — it's usually faster:

• Common issues: tr-101 common issues
• Cluster-specific troubleshooting: e.g. Meta connection, commerce/tracker, Creative Hub articles
• FAQ: tr-201..205
• How-to questions: ask Wavo, or search the Help Center (help.wevion.ai)

Feedback vs support

Both are valued — choose the right channel. (The changelog, feedback, and survey widgets are a separate product-feedback surface, not the support queue.)

Common mistakes

• Vague subject "Help": be specific — "Cannot publish campaign X to Meta account act_123, error 'invalid_audience'".
• No reproduction steps: support can't reproduce → slower resolution.
• Opening a new ticket for the same issue: reply on the existing thread instead.
• Posting security details in the public chat: use security@wevion.ai.
• Sharing captures with secrets visible: sanitize tokens / keys first.

FAQ

What's the fastest way to contact Wevion support?

While you're logged in, open the in-app support chat from the life-buoy button in the top bar — it connects you straight to the support team and keeps your unread replies badged. If you'd rather have your current context attached, ask Wavo to open a ticket; Wavo will ask you to approve it first, then route it to the team.

Does Wavo open a support ticket automatically?

No. Creating a support ticket is an approval-gated action. Wavo first writes a short message explaining what it will do, and the ticket is only created and sent to the support team after you approve. Wavo never opens a ticket silently.

When is Wevion support available?

The support chat is staffed during business hours — Monday to Friday, 9:00-18:00 (Europe/Rome). You can send a message at any time; anything sent outside those hours is answered when the team is back online, and urgent or security issues are prioritized.

How should I report a security incident to Wevion?

Don't post details in the public support chat. Email security@wevion.ai instead, start a new thread rather than replying to a suspect message, and include a timeline, what may have been exposed, and any relevant identifiers. This covers suspected account compromise, leaked keys or tokens, and phishing that impersonates Wevion.

What should I never include in a Wevion support ticket?

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

FAQ

What's the fastest way to contact Wevion support?

While you're logged in, open the in-app support chat from the life-buoy button in the top bar — it connects you straight to the support team and keeps your unread replies badged. If you'd rather have your current context attached, ask Wavo to open a ticket; Wavo will ask you to approve it first, then route it to the team.

Does Wavo open a support ticket automatically?

No. Creating a support ticket is an approval-gated action. Wavo first writes a short message explaining what it will do, and the ticket is only created and sent to the support team after you approve. Wavo never opens a ticket silently.

When is Wevion support available?

The support chat is staffed during business hours — Monday to Friday, 9:00-18:00 (Europe/Rome). You can send a message at any time; anything sent outside those hours is answered when the team is back online, and urgent or security issues are prioritized.

How should I report a security incident to Wevion?

Don't post details in the public support chat. Email security@wevion.ai instead, start a new thread rather than replying to a suspect message, and include a timeline, what may have been exposed, and any relevant identifiers. This covers suspected account compromise, leaked keys or tokens, and phishing that impersonates Wevion.

What should I never include in a Wevion support ticket?

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

Steps

1. Email security@wevion.ai.
2. If you received a suspicious email, start a new thread — don't reply to the suspect message.
3. Provide a timeline, what may have been exposed, and any relevant identifiers (account email, IPs if you have them).

Last updated: 2026-07-02

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