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Contact support from the app

Posted
Updated
ByThe Wax Stak Team

By the end of this article you know who to ask for what, and how to write a support message from the driveway that gets a useful answer on the first try.

Look here first

  • More (the … at the end of the tab bar) → a Help: … row opens the article about the screen you are on, in your language, in your phone’s browser. On a screen with no article of its own, the rows are the guides for that part of the app.
  • More → All help opens the whole help center for the app. The search box at the top finds articles by any word in them.
  • You → Sync Now fixes more than you would think. If a job is missing or a change has not shown up in the office, sync first, then look again.
  • The thin bar at the top of every screen tells you whether the phone is Offline or has a Sync error. Most “the app is broken” moments are one of those two.

Ask your manager first for

  • Getting an account, or being added to a company — the office invites you, support cannot.
  • Wrong hours, time off, jobs you should or should not be on — that is your business’s schedule, and the office sets it.
  • A company that is paused or suspended — an owner or manager sorts that out from the back office.

Write to support

Email support@waxstak.com from the address you sign in with — that is how support knows it is talking to a member of your business. There is no support form or chat inside the app; email reaches a person.

One message, with:

  1. Your business’s name. Support looks the business up by it.
  2. Which screen — the tab and the row (You → Your Devices), or the job number.
  3. What you did, what you expected, what happened instead. “I tapped Remove on a device and got a red message saying …” beats “devices don’t work”.
  4. Your phone — iPhone or Android, and the app version from More → About.
  5. When — date and rough time, with your time zone, so support can find it in the logs.
  6. A screenshot if there is anything to see. Cover card numbers and other people’s details before you send it.

Support replies to the same email thread. Keep replying there rather than starting a new one, so nothing gets lost.

Good to know

  • Support can see how your business is set up, but never your password. Nobody from Wax Stak will ask you for it.
  • If you cannot sign in at all, write from any address and say so; support will verify you another way.
  • Working with no signal is normal — What the mobile app is explains what waits for a connection and what does not.

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