Phone support in Ecwid
Ecwid offers call-back phone support from 5:00 AM to 4:00 PM UTC, Monday through Friday. Our support team provides assistance exclusively in English.
To schedule a call-back, start a chat or send an email to support. After that, a support agent will send you a link to available time slots. The earliest slot will be at least two hours after your request, allowing the agent to investigate your issue.
How to request a call-back
Call-back phone support allows you to schedule a video or phone call with a support agent at a convenient time. Instead of waiting on hold, you can continue with your day and receive personalized assistance at the scheduled time.
To schedule a phone call in Ecwid:
- 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.
- During the chat, the agent will provide a link to the Calendly website for scheduling. Note: You need to create a Calendly account to book an appointment.
- 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.
- 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.
For billing and API questions
If your question is related to billing, it’s best to email us at billing@ecwid.com.
For API-related inquiries, please use our dedicated form.
These channels ensure your queries are routed to the appropriate team for quicker and more efficient responses.
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.