No matter how smart or experienced you are, you may hit a moment in your Wix experience when you feel like you could use a helping hand. But fret not, when it comes to your Wix account, a helpful friend is just a click away. Wix has one of the best support teams in the industry, and based on your inputs and suggestions, we just keep getting better.
So 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 the four best practices to contact the Wix support team.
Wix’s Online Help Center is the go-to place for any and all questions you may have. It is so comprehensive that chances are you’ll find exactly what you came for with just one simple search. Our Help Center is packed with useful How-Tos and detailed Walkthroughs that include video tutorials – giving you useful information about every single aspect of the Wix platform when you need it.
To use the Wix Help Center, all you need to do is type your query in the text box on the upper side of the screen and different options with relevant information will pop up. If you see the one that matches your question, go ahead and click on it. If you don’t see any that match your query, click on the text that reads “See all results”. Remember: The Support Center is the quickest way for you to get answers to your questions and expand your education about our platform.
*Tip: Keep your search queries as short and focused as possible. For instance, use “adding photos” rather than “I tried to add a photo”.
If you’re facing an issue that requires a more personal touch, you can always head over to our support forum. We have a team of over 150 dedicated representatives (speaking 9 different languages) who will be happy to help you through any issue. You can post to our Support forum 24/7 including holidays – response times are good and usually range from 2-6 hours.
You may be wondering: 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 check the box next to “Make this ticket private” before you post your question.
*Tip: If you choose to keep your post public, be sure not to disclose sensitive information like your password and credit card number.
Wix’s 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 screenshots of the issue (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 for you. Once you’ve chosen your time slot, you should be available and at your phone at the appointed hour. Also, when you schedule a call, we’ll automatically send you a confirmation email with the details of your request. Should you need to cancel or reschedule, you can easily do so from that email.
*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 ready.
Did you schedule a call but no one called back? Even an excellent system has its hiccups. While our support team maintains a near-perfect response rate, we are human and we are capable of mistakes. If this is the case and we miss our chance to call you, 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.
English isn’t your first language? We have both Spanish and Portuguese-speaking reps in our Call Center team. Waiting times may be a little longer due to demand but we’ll be happy to speak to you in your own language!
General Note: Make sure that you’ve selected to receive email notifications so you don’t miss a message from our support team! Here’s how.
Wix’s 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 support 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!
We have over 67M 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 and putting the feedback we get from you in action. Feel free to share your thoughts in the comments below on the experience you had communicating with our support team.