Phone support in Ecwid
Phone support is available 2 PM – 10 PM PDT (5 PM – 1 AM EDT), Monday to Friday. The Ecwid support team speaks English only.
To request a call-back, start a chat or send an email to support. A support agent will send you a link with available time slots to schedule a call. The nearest available time slot is always 2 hours after the call-back request since the agent has to investigate your problem.
How to request a call-back
Ecwid support team provides video and phone call support on a scheduled basis to help you resolve any occurred issue.
To schedule a call:
- From your Ecwid admin, click Get Help in the top right corner.
- Click Chat in to Schedule a Call-back.
- Type in your question and click Start Chatting.
- The agent serving the chat will send you a link to the Calendly website, where you can schedule an appointment for a convenient meeting time. To create a booking, you have to register an account in Calendly.
- Open your Ecwid mobile app and tap Get Help in the top right corner.
- Choose either Send email or Online chat.
- Jot down that you want to request a call-back.
- A support agent will send you a link to the Calendly website, where you can schedule an appointment for a convenient meeting time. To create a booking, you have to register an account in Calendly.
- Open your Ecwid mobile app and tap Get Help in the top right corner.
- Choose either Send email or Online chat.
- Jot down that you want to request a call-back.
- A support agent will send you a link to the Calendly website, where you can schedule an appointment for a convenient meeting time. To create a booking, you have to register an account in Calendly.
After scheduling the call, you will get an email with a link to the call and the appointment time. The notification is sent to the email you specified for your Calendly account. The event will also appear in your online calendar (Google calendar, Outlook calendar, MacOS calendar, etc.) You will receive a reminder email an hour before the call.
Why there isn't a direct line to call
Besides scheduled phone support, Ecwid offers 24/5 online support via email and live chats. Compared with direct line, online assistance has the following benefits:
- Immediate access to your account details, storefront view, and activity. With these details at hand, troubleshooting is quicker and easier.
- Visual presentation. Agents in live chats can get a precise idea of what you are seeing by checking your screenshots and storefront. They can share how-to videos, screens, and links to self-service articles.
- Consistent request tracking. Your chat history and emails are available for agents. Therefore, it’s easier for them to understand a problem context.
To provide you with the same level of assistance as in emails and chats, Ecwid doesn’t offer a direct number for phone support. Instead, you can book a call-back, so a support agent has time to prepare for troubleshooting. After you schedule a call, an agent gives your store a pre-call check-up that helps to investigate a problem and come up with a better solution.
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