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wix Wix Team

You can contact us by phone in one of the following ways:

 
1) Click this link to select a time to speak to an agent based on our availability and call volume.
In order to meet the needs of our rapidly growing Wix community and to continue to deliver the personal and professional service you've come to expect from us, we now offer a scheduled call back service. Scheduling a call with a Wix Product Specialist also allows you to ask your question in advance so that we can come prepared. Call slots on the scheduler will be shown in your local time, based on the clock of the computer you are using to schedule the call.
 
2)  Call 1-800-6000-WIX (949) to speak to a live agent (or 415-639-9034 for non-US callers). Our call center is open from 6am to 5pm Pacific Standard Time. Entry of your user ID on our phone system will help us to process your call better.  Please note that wait times may be longer on non-scheduled calls.
 
VIP users: Please be sure to enter your user ID when calling directly. This will allow us to direct your call to our VIP team.

Replies(666 replies total)

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  • stopsmokingkc

    Replied by stopsmokingkc March 1, 2014

    Added a Domain Accidently

    I have a domain, but I just add another one accidently. Litterally like 10 minutes ago and I need to cancel it. I read that it can't be cancelled. I have my entire website through wix, plus a domain livelongerkc.com and 2 email boxes. I will cancel everything if you are unable to cancel the domain that was accidently completed. I have tried to set up a call!! It verified my phone, then said it couldn't verify my phone so I could not continue to set up the appointment to talk with a representative! This is extremely poor customer service! My American Express will just cancel the payment and you will lose me entirely as a customer!!

    Please call me if there is actually anyone on the other end of this

     

    816-812-2196

    • Miki- Wix Team Wix Team

      Replied by Miki- Wix Team March 1, 2014

      Our call center is open from 6am to 5pm Pacific Standard Time.
      You can call 1-800-6000-WIX (949) to speak to a live agent, Entry of your user ID on our phone system will help us to process your call better.  Please note that wait times may be longer on non-scheduled calls.
       
      Best regards, Miki- Wix Support Team
  • jackhoke

    Replied by jackhoke February 26, 2014

    right now it's noon on wednesday, and they can't schedule a call back until friday at 3:00!  that's 2 days to get a a billing question answered - 2 days!!!  what the heck happen to your customer service - it's pathetic,  guess you just don't care anymore...

    • Rob Rush Wix Team

      Replied by Rob Rush February 26, 2014

      Please note that we also offer inbound calls.  See the best response above for information on inbound calls if you do not want to use the scheduler.

      =Rob Rush WixSF Support Team
    • jackhoke

      Replied by jackhoke March 4, 2014

      today is tuesday and I'm trying to update my credit card.  I call and am told I will get a call back NEXT MONDAY!  when I'm on hold nobody ever picks up.


      that really sucks guys - I'm tired of calling you and being told it takes that long for a call back.  I quit,  you just lost another customer.  you should check your complaints about your customer service.


      jack


    • Noa Wix Team

      Replied by Noa March 4, 2014

      Hi Jack,

       

      We apologize for the inconvenience.

       

      We have been experiencing some server issues in the past few days which result in many support requests.

      The waiting time for phone calls is longer than usual in the past few days.

       

      You can change your credit card number, billing name and billing address simply by entering Wix.com -> My Account -> Manage Premium -> Under Packages click on Manage -> Next to Payment method click on Update Payment Method.

      You can find more information here .

       

      If you require further assistance please open a private message in our forum and we'll assist.

       

      Regards,

      Noa - Wix Team
  • epmexico

    Replied by epmexico February 23, 2014

    Hello Wix:

    I am in currently in Hong Kong and so I can't really schedule a call back. My wix site is http://epmexico.wix.com/ellen_pearlman

    Under the section "Video" I have a few videos posted linked to YouTube. They worked fine.

    Now, for no reason on my part all the videos are still there linked to YouTube. On YouTube they play fine. On Wix they are all set to 0:00 and nothing plays.

    I deleted one entry, and reloaded it from YouTube using the relevant URL. It also came in with 0:00 as the time and nothing played. I checked on YouTube it was fine. These are short, five minute or so videos compressed for the iPhone, nothing heavy. 

    Why did they reset on my site to 0:00, and why are they not loading in except with 0:00. I am sure this is nothing I am doing.

    Ellen

    • Elia Wix Team

      Replied by Elia February 23, 2014

      Hi Ellen,

      Please provide us with a detailed outline of the steps you have taken until this point, so we may replicate the process from our end in finding a solution.
      -Where do you see it on your site, i.e. what page?
      -What component in the editor

      is causing the problem (i.e. text box)?

      *Please include screen shots, if possible.

      Thank you for your cooperation and we await your reply.

       

      If you are unable to verify your phone number using the Call Center Scheduler, please post here and include the issue you are calling about.

       

      One of our agents will contact you privately to schedule a phone call. 
      We appreciate your patience!

      Elia - Wix Support
    • epmexico

      Replied by epmexico February 28, 2014

      Elia:

      Today I went back to take a look in edit mode. Please remember I am loading my browser at the moment from Hong Kong. At first the images were again at 0:00, but then... the videos loaded in. Not instantly, but they did load in. After about  8 or 10 seconds All of them.

      Since I did my updating with the videos over the weekend very late at night, here are possible issues.

      1. YouTube was doing site maintenance on a Hong Kong based relay server

      2. My actual Hong Kong provider was messed up (I don't think this was really the case because on YouTube itself the videos were playing fine.)

      3. Or, the server message on Wix that was calling the Youtube image to load into the play area window, at least in drawing information into Hong Kong was messed up. 

      Hong Kong does not have blocked Internet like mainland China. I am sending an image of the box I was talking about but its all good now.  Before it was loading at 0:00 with no image and no centrally located play button over the image. Now the image and play button over the image load in. You can see it here. 

      Well, that's good news.

      Thanks for your response, it really matters.

      Ellen

       

      Thanks for

    • Dean Wix Team

      Replied by Dean March 1, 2014

      Hey Ellen,

      I could see the videos are working well.

      I am not sure what was the button line of your previous response, are you still having this issue?

      Please let us know should you require further assistance!

      All the best, Dean - Wix Team
    • epmexico

      Replied by epmexico March 1, 2014

      Dean:

      I said for whatever reason all my videos were loading in at 0:00, and that it must have been a Wix/Hong Kong/YouTube server issue. A day or two later all is working fine now, I did not change a thing.

      Thanks,

      Ellen

  • earthmama007

    Replied by earthmama007 February 22, 2014

    SO, WHEN ARE YOU GOING TO GET PROPER CUSTOMER SERVICE GOING???

    When are we going to be able to TALK to a human when we have an issue? It's just too difficult to set up a website with online store and all its accompanying issues, when there is no one available to talk to. It's pretty expensive per month for no real customer service :((

    • Eileen Wix Team

      Replied by Eileen February 22, 2014

      Hey earthmama007

      I moved your query to the relevant thread- please check the top reply.

      We would of course also love to assist you right here- please let us know how we can help (please elaborate and be as specific as possible).

      Eileen, Wix Team.
    • earthmama007

      Replied by earthmama007 March 1, 2014

      specifically, I need a PHONE NUMBER please, and a HUMAN at the other end, not this question posting situation. 

      It may not seem at big problem from your perspective, but for your users, we post a question, then have to move onto a different task, and then usually it takes us awhile to recieve a response to our question, not to mention finding the time to get back to the task again. The way you have your help system just makes it really hard to run a business using your website as our tool (it's hard enough already!).

    • earthmama007

      Replied by earthmama007 March 1, 2014

      need a toll free number for Australia

    • earthmama007

      Replied by earthmama007 March 1, 2014

      -not a scheduler, a proper CALL CENTRE

  • christoph25

    Replied by christoph25 February 21, 2014

    Hey, I have several premium sites with you and now my mobile site is leading others to another site not own by myself???? I have been trying to reach you and still nothing. I am now pissed. I want a call. Dick

    • christoph25

      Replied by christoph25 February 21, 2014

      I also scheduled a call but this response time is unacceptable. Call me ASAP as this is a lewd generating site

    • Eileen Wix Team

      Replied by Eileen February 21, 2014

      Hey christoph25

      Are you referring to callchris.ca ?

      Please note that your regular site is Flash and cannot load on mobile devices.
      You added a mobile version but did not edit it- so it shows a template.

      Simply go to my account=>manage&edit site=>mobile site and edit the mobile version.

      You will see that this mobile version is basic and extremely quick and easy to edit.

      Please let us know if you need any further assistance.

      Eileen, Wix Team.
    • christoph25

      Replied by christoph25 February 21, 2014

      please delete it asap

    • Eileen Wix Team

      Replied by Eileen February 21, 2014

      Hey christoph25

      To remove the mobile site simply go to my account=>manage&edit site=>mobile site=>delete

      Eileen, Wix Team.
  • crazyfishncrew

    Replied by crazyfishncrew February 21, 2014

    I too have difficulties trying to reach someone from wix. I am also very frustrated as my site was able to be looked up on any search engines now it's not. I would like to speak to someone over the phone and calling from Australia and have gone through the process of the phone support section, but it sucks. It tells me on email that wix will call me at a particular day and time, but when I go to wix support section again, it tells me they will call me the next following day. Wix needs to improve and have a phone call facility. If wix is making mega dollars I'm sure they can employ staff to answer calls and then wix may be able to make more profit. I'm sure many people have put lots of time in creating their site and occasionally require assistance as we all aren't computer programmers or computer literate. 

    • Elia Wix Team

      Replied by Elia February 21, 2014

      Hi,

      Your domain status is 'Expired' according to the WHOIS information.

      If you are unable to verify your phone number using the Call Center Scheduler, please post here and include the issue you are calling about.

      One of our agents will contact you privately to schedule a phone call. 
      You can also send us an email to 'support@wix.com' and we'll gladly assist.

       

      We appreciate your patience!

      Elia - Wix Support
  • enpierzchala

    Replied by enpierzchala February 19, 2014

    i need to talk to a person

    i need to talk to a real person

    • Eileen Wix Team

      Replied by Eileen February 21, 2014

      Hey enpierzchala

      Please check the top reply for instructions for phone support.

      We are looking forward to assist!

      Eileen, Wix Team.
  • montanasuzyqs

    Replied by montanasuzyqs February 19, 2014

    I guess I will take my site somewhere else before I add anymore to my page.  I have put in endless hours on my page site and I am finished with this company.  I guess they don't need anyone's business, they must be making a ton of $$$$$$ to leave new customers in a bind.  Thanks I am going to delete my page.  Thanks for all your comments everyone

    • Eileen Wix Team

      Replied by Eileen February 19, 2014

      Hey montanasuzyqs

      I do not see that you posted any queries in the forum previously- please let us know if you need assistance with anything- we are here to help!

      Eileen, Wix Team.
    • montanasuzyqs

      Replied by montanasuzyqs February 21, 2014

      Eileen I need to set up a phone appointment.  Seems from other users of your service do not speak very highly of your services and it makes me wonder what is going on.  I do not know why you do not have a  live chat link to relay questions or concerns.  I didn't know your company read posts to get info on potential customers.  Your business seems so evasive.  It rubs me the wrong way.  Awaiting your reply

    • Eileen Wix Team

      Replied by Eileen February 21, 2014

      Hey montanasuzyqs

      Please check the top reply for instructions for phone support.

      We are looking forward to assist!

      Eileen, Wix Team.
  • montanasuzyqs

    Replied by montanasuzyqs February 19, 2014

    I have gotten that impression already, I am very irritated because I have nearly finished my page.  That took me a great many hours, how to find something else, I am quit pissed now, myself.  Thanks for all your comments.  

    • dan4228

      Replied by dan4228 February 19, 2014

      Hi,

       

      I am sorry you are having issues with your wix site. Please let us know what the issue is so we can help you. In the mean time please schedule a call back with wix.

      1) You can select a time to speak to an agent based on our availability and call volume by visiting this link.

       In order to meet the needs of our rapidly growing Wix community and to continue to deliver the personal and professional service you've come to expect from us, we now offer a scheduled call back. Scheduling a call with a Wix Product Specialist also allows you to ask your question in advance so that we can come prepared.
       
      2) You can also call 1-800-6000-WIX (949) to have a callback automatically scheduled.  We will return the call to the number you called us from in the next available time slot, based on our availability and call volume.
       
      Please note that our call center is located in San Francisco, and is open from 6am to 5pm Pacific Standard Time.  
       
      Call slots on the scheduler will be shown in your local time, based on the clock of the computer you are using to schedule the call.
       
      Awaiting your reply.
       
       
      Best Regards, - Daniel, Wix Team-
  • d14567

    Replied by d14567 February 19, 2014

    Just a reminder - Google moved away from phone support 2 yrs. and the outcry was loud - lasted 6 months and they went back.  Had you offered this type of support when I started I would have gone to a different company.  Learn from Apple - customer service is king.  Yours is not working for customers that need to work on their sites in a timely manner and.or have tech issues that need immediate help.

    • d14567

      Replied by d14567 February 19, 2014

      Once a company is perceived to have slow or bad customer service the rate of growth slows and the competition really cranks up.  It's very hard for us that already have sites with you to start over somewhere else but those thinking of coming on board have alternatives.

    • d14567

      Replied by d14567 February 19, 2014

      Lastly - call Amazon and click on customer service PLEASE CALL ME NOW and your phone rings in less than 60 seconds.

      If they can do it you can do it.  

    • Rob Rush Wix Team

      Replied by Rob Rush February 19, 2014

      Thank you for your feedback. Please note that we have not moved away from phone support. We now offer scheduled calls to help with our growing support demand. This prevents long wait times on the phone since we are able to pair our support requests with our resources. Our online scheduler will offer a "call me now" option when we have resources available.  If we are fully booked for the current slot, the button will not show, however you can still schedule a call for a time in the future.  We are constantly working to improve this process, and your feedback is valued.  Thank you for your patience and please let us know if we can help you with anything regarding your Wix site and account. 

      =Rob Rush WixSF Support Team

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