Contact Wavize support effectively

A good ticket contains context needed to reproduce

Client Support area offers a reCAPTCHA-protected form and assigns a WZ-date-code reference after sending. It sends category, priority, subject, message, previous page and browser to support, then creates an account notification.

Partner area has its own Support form to support@wavize.com, with subject and message up to 5,000 characters. In both cases, use account address and continue in same thread.

Dynamic Help Centre
Help Centre link from Support should open /fr/help or /en/help according to interface language. Read relevant article first and state checks already performed.

Choose honest category and priority

High priority should match real impact, not preferred response time.

• Account or security

  Unable to sign in, inaccessible email, 2FA or suspicious access. Attach no code or password.

• Billing

  Payment, status, invoice, cancellation or quota. Provide date, amount and plan without card data.

• Assistant or integration

  Widget, crawl, reply, campaign, store or marketing. Add provider, public URL and last status.

• Critical incident

  Public service unavailable, exposed secret or broad current impact. Revoke exposed secret first then report without copying it.

Write a reproducible account

Separate expected, observed and timeline.

1. Environment

   Exact URL, production/staging, client or program, FR/EN, device and browser.

2. Steps

   Number actions from a fresh session and specify non-sensitive selected values.

3. Expected result

   Describe state or message expected according to screen or this article.

4. Observed result

   Copy exact text, HTTP status and time with timezone. “It does not work” cannot identify layer.

Attach sanitized evidence

A useful screenshot shows state, not secrets.

• Always hide

  Password, 2FA code, full widget token, API key, OAuth secret, customer email/phone, IBAN and order reference.

• Capture

  Exact message, Active/Verified badge, counter, public URL and network tab with sensitive parameters hidden.

• Minimum file

  Do not send full conversation export when two session identifiers and one anonymized example suffice.

Follow reference until resolution

Keep WZ-… and reply in same thread to preserve context.

1. One change at a time

   When support proposes test, apply it and report outcome before piling on other changes.

2. Confirm acceptance

   Repeat original scenario in same environment then private browsing.

3. Close with cause

   Record correction and update internal process to prevent recurrence.

Support message outline

Use this outline in Message field.

• Context — Account, page, provider, date and impact.
• Reproduction — Numbered actions and exact result.
• Already checked — Article followed, tests run and redacted evidence.