Phone support in Ecwid

Phone support is available via call-back requests made in chat. We’re here to help over the phone Monday to Friday from 2:00 p.m. – 10:00 p.m. PDT. (5:00 p.m. – 1:00 a.m. EDT). We speak English only.

Phone support is available on Ecwid Business and Unlimited plans and Wix Unlimited plan.

How to request a call-back

To schedule a call:

  1. From your Ecwid admin click Get Help in the top right corner.
  2. Click Chat in to Schedule a Call-back.
  3. Fill out the fields in the dialog and click Start Chatting.
  4. The agent serving the chat will help you to book a call from us and will note down the questions you want to discuss over the phone.

Why Ecwid doesn’t offer an available phone line

Ecwid offers 24/5 online support via email and live chats for everyone who is on a paid Ecwid plans. We believe that we can provide the best assistance online, as the phone support generally doesn’t have the following benefits:

  • Immediate access to your account details, storefront view and activity. With these details at hand when chatting online, the troubleshooting becomes quicker and easier.
  • Visual presentation. In online chats we can get the precise idea of what you are seeing by checking your screenshots and your storefront, share how-to videos, screenshots and links to helpful guides.
  • Consistent request tracking. We can always check your previous chats history and emails.

Why you have to wait for a call-back

We provide the phone support on a scheduled basis to be able to provide the same level of assistance as in emails and chats.

Before we call you back, we give your store a check-up that helps us realize your issue, learn more about your business, and have a productive, targeted talk. This is especially vital in case of complex technical inquiries. When we are prepared, we can come up with better solutions.

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