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Wajub

Contact support

Send a request to the Wajub team from the dashboard, follow its answers, then close it and rate the help you received.

The Wajub team answers in the dashboard: each request becomes a conversation that you follow in Support.

Every role except Sandbox user can write to support; a custom role needs View own support requests and Create support requests. A member sees their own requests and those of the colleagues who have the same role; the owner, Administrators and a custom role with View all support requests see them all. Support is open to every plan, and no security code is asked for.

The steps

  1. Step 1, Open a new request

    Open Support in the menu, then New request. The form opens on the Your request section.

    The Attach the technical context section only appears for technical topics.

  2. Step 2, Choose the topic

    In What is your request about?, choose what best describes your request, for example Payment issue, Settlement delay, API integration or General question. Then give a Subject, up to 200 characters. As you type it, This may already answer your question suggests articles from the help centre.

  3. Step 3, Describe the problem

    Under Describe your problem, say what you were doing, what you expected and what happened. Attach a file, optional, takes a PDF, an image, a CSV or a text file, up to 10 MB.

  4. Step 4, Attach the technical context

    For Payment issue, Failed transaction, Technical issue, API integration and Payment terminal, the Attach the technical context section appears. Tick My last API errors, or give the ID of a transaction or of a webhook delivery. Only what you choose is sent: HTTP codes, timestamps, IDs and error messages, never your keys or your customers' data.

  5. Step 5, Send the request

    Send the request opens the conversation, with its Reference and the expected response time, in business hours.

Follow the conversation

Answers arrive in the conversation, and Support, in the menu, counts the ones you have not read. An answer still unread after a few minutes is also sent by email to the author of the request and to the colleagues who have their role. The list of requests has two tabs, Open and Resolved.

To reply, write your message under the conversation, then Send or Ctrl+Enter.

Close and rate

Mark as resolved closes the request, and Reopen reopens it. A resolved request shows This request is resolved. Reply to reopen it.: a new message reopens it too.

Once the request is resolved, How did it go? asks you for a rating from 1 to 5, with an optional comment. Send my rating saves it.

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