Plans, billing & data
Get help & support tickets
How to reach the WagePilot team from inside the app: open a ticket, set priority, track its status, reply in the thread, and reopen a closed ticket.
Stuck on something, or spotted a problem? Open a support ticket and you’ll reach a real person on the WagePilot team — not a call centre. Tickets live inside your account, so the whole conversation stays in one place. Find it in the left sidebar under Account → Support.
Open a ticket
- 1
Go to Support
In the left sidebar under Account, choose Support. If you’ve no tickets yet you’ll see an empty state with an Open a ticket button; otherwise use New ticket at the top right.
- 2
Write a subject
Give it a short, specific subject — e.g. “Staff member can’t clock in”.
- 3
Set a priority
Choose Low, Normal, or High — blocking my business. Use High only when something is stopping you trading; it moves you up our queue.
- 4
Describe what’s happening
In How can we help?, say what you saw and what you expected instead. Send ticket stays disabled until both a subject and a message are filled in.
- 5
Send it
We’re notified straight away and the ticket opens into its own thread. You’ll see it at the top of your list.
Track your tickets
The Support list shows each ticket’s subject, when it was last Updated, and a colour-coded status chip. Tap any ticket to open the full conversation:
- Open
- With us, waiting for a first reply — or your latest message is unanswered.
- Pending
- We’ve replied and it’s back with you — read our message and reply when ready.
- Closed
- Resolved. Replying to a closed ticket reopens it automatically, so you never lose the thread.
Read and reply
- 1
Open the thread
Tap a ticket. Messages read like a chat — ours labelled WagePilot on the left, yours labelled You on the right, each timestamped.
- 2
Write a reply
Type in the reply box at the bottom and press Send (disabled until you’ve written something). We’re notified on every reply and it bumps the ticket back to the top of our queue.
- 3
Go back
Use All tickets at the top left to return to your list.
For urgent account or billing questions you can also email info@whealbit.co.uk, but a ticket is usually faster because it carries the context of your account with it.