Contact support
Write to contact@usewhence.com. We answer by email. There is no live chat.
Step 1: Look in the help center first
Click the account button at the top right of the web app, the circle with your initial (1), then Help center (2). This site opens in your language, in a new tab. The frequently asked questions answer the most common ones.
Step 2: Gather what to include
A precise message gets a precise answer. Note:
- Your store address, for example
ceramic-mug-shop.com, and the email you sign in with. - What you were doing when the problem appeared, and what you expected to happen.
- The exact message Whence showed, copied word for word, for example “The test was not sent: …” or “No visit recorded yet”.
- Where you saw it: the web app (which screen) or the Whence app in your Shopify admin.
- For an ad platform: which platform and pixel, and what the platform answered under What … said.
- A screenshot, if it helps. Hide any customer details first.
Never send passwords, full API keys or access tokens by email. We never need them to investigate.
Step 3: Write to contact@usewhence.com
Send your message from the email address you sign in with, so we find your account right away. We answer by email.
When to write to us
Some settings can only be changed by support. Whence shows them read-only, with the reason:
- Workspace name, in Settings > General: it appears on your invoices.
- Domains allowed to send data, in Settings > Store: tell us the domain your store is served from, so visits from it are accepted.
Send feedback instead
Send feedback, in the same account menu, sends a suggestion to the team (1). Tick This stops me from using Whence if it blocks you (2), then click Send (3). For a problem you need solved, email us instead so we can reply.