How to Get in Touch with the Wix Support Team

March 4th 2014 | Wix Updates

No matter how smart or experienced you are, you may hit a moment  in your Wix experience where you feel you could use a little help. Well, we’re here for you! Wix has one of the best support teams in the industry and based on your inputs and suggestions we keep getting better. But how do you reach out to us in times of need? In order to make sure that we don’t miss any of your questions and feedback, here are four best practices to contact the Wix support team.

How to Get in Touch with the Wix Support Team

1. Wix’ Online Support Center

Wix’ Online Support Center is your first line of help. It is so comprehensive that most chances are you’ll find exactly what you came in for, without having to dig for it or wait for a Wix rep. Our Support Center is packed with useful “how-to’s, short video tutorials and useful information about every single aspect of the Wix platform. All you need to do is type your query in the text box on the upper side of the screen and hit “Enter”. Remember: The Support Center is the quickest way for you to get answers to your questions and expand your education about our platform.

Wix' Online Support Center

*Tip: Keep your search queries as short and focused as possible. For instance, use “adding photos” rather than “I tried to add a photo”.

2. Wix’ Support Forum

If you’re facing an issue that requires a more personal touch, we have an impressive Support Forum with a team of dedicated representatives who will be happy to help you through any issue. You can post to our Support forum 24/7 – response times are good and usually range from 2-6 hours. Will Everybody See My Post?  That’s up to you. When posting to the forum, you can choose to mark your topic as private. This guarantees that all communication you have with our support reps will remain private and visible to you and them only.  To start a private forum thread, simply click on the “Private Topics” tab on the right side of the menu and post your question.

Wix' Support Forum

*Tip: If you choose to keep your post public, be sure not to disclose sensitive information like your password and credit card number.

3. Wix’ Call Center

Our call center is located in San-Francisco and is open from 06:00am-05:00pm (PST)*. In order to talk to a Wix Support Rep you need to first schedule a call through our online scheduler. When scheduling a call, you will be asked to describe the issue briefly, add screen shots if available and submit your phone number for verification. You will then be shown the next available time slots to speak with a Wix Rep and choose the one that is most convenient to you. You should be available and at your phone at the appointed hour. To save time, make sure you’re already connected to the internet.

Schedule a Call

*Tip: PST stands for Pacific Standard Time which is a time system observed (among other places) in California, Nevada, Oregon and Washington State. PST is 3 hours behind EST, Eastern Standard Time. Our call center is open from 06:00am-05:00pm (PST), which means 09:00am – 08:00pm (EST). What If I Can’t Schedule a Call?  If you encountered any problems when scheduling a call, please post a message to this forum thread. The Wix support reps are constantly monitoring it and will be happy to guide you  through the next steps. Alternatively, you can schedule a call with us by calling our Call Center on 1-800-6000-WIX (949). Feel free to call us Tue-Fri, 6am to 5pm (PST). You will be asked to enter your User ID so be sure to have it prepared.

What If I Can't Schedule a Call?

I Scheduled a Call But No One Called Back*!  Even an excellent system has its bad moments so we apologize in advance if there was failure on our part to contact you . If this is the case, please report the incident on this forum thread. A Wix support rep will look into your complaint and make sure you are contacted at your earliest convenience. *Tip: Please check your email if you think you missed a call from us. Sometimes when we call you back, there is no one available to take our call. On these instances we will send you a follow-up email indicating that you missed our call and offer you to reschedule. If you can’t see our email in your inbox, please check your spam folder.

getting in touch with support6

What If My English Isn’t that Great?  We have both Spanish and Portuguese-speaking reps on our team. Waiting times may be a little longer due to demand but we’ll be happy to speak to you in your own language!

4. Wix’ Social Channels

We have very active online communities on Facebook and Twitter and our community managers will be happy to help you connect with the right people on our team. You’re welcome to post on our wall or tweet us and let us know what’s troubling you. Or you can simply pop in to say hi and enjoy our updates and tips!

getting in touch with support7

Final Word

We have over 40M users (and growing!) and we work hard to do our very best for each client. We’re constantly thinking of ways to extend and add value to our Support, mainly by lending an ear to the feedback we get from you. Feel free to share your thoughts in the comments below on the experience you had communicating with our support team.




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