Support
When the work stops, start here.
Most things are fixed in a minute: a channel Wopie was never invited to, a tool that needs reconnecting, or an action sitting quietly behind an approval. If it is none of those, write to us and we will pick it up.
Fix it yourself
Six things that actually go wrong.
In that order. Each one has a reason behind it, and in most cases the reason is a control working exactly as intended.
It didn't answer when mentioned
Wopie only sees the channels it has been invited to. It cannot read a channel it is not in, by design.
Invite it to that channel, then mention it again.
A tool came back empty
Each connection is made by a person and works through that person's access. If their access changed, or the connection lapsed, Wopie sees nothing.
Reconnect the tool in the app and run the job again.
Nothing was sent
External sends, spend changes and anything irreversible stop and wait. That is the approval gate doing its job, not a failure.
Approve it in the thread, or reply with an edit first.
It stopped partway through the month
The credit balance ran out. Wopie pauses and says so rather than charging you or dropping the work quietly.
Top up in the app and it picks up where it stopped.
Install is waiting on an admin
Some workspaces require admin approval before any new app is added. That request sits with your admin, not with us.
Slack lets you request approval in one click during install. Microsoft Teams routes it to your admin.
The output was wrong
First drafts land in the thread precisely so a person can catch this before anything leaves the company.
Reply with the correction. It revises, and keeps the lesson for next time.
None of those? The docs cover permissions and rollout, integrations covers what each tool can read, and security covers what Wopie will never do on its own.
Reach a person
Write to the right inbox.
The wrong one is the slowest thing you can do, so these are kept separate and read by different people.
Using Wopie, billing and credits
Something is broken, a job did not run, an invoice looks wrong, or you need your audit trail exported.
support@wopie.aiSecurity
A suspected vulnerability, a security questionnaire, or anything that should not be discussed in public.
security@wopie.aiPrivacy and data requests
Access, correction or deletion of personal data, and questions about what we hold and for how long.
privacy@wopie.aiContracts and legal
A DPA to countersign, an Order Form, or a formal notice under the agreement.
legal@wopie.aiBefore you send
Five lines that save a day of replies.
Everything below is the context we would otherwise have to ask you for, one question at a time.
- The workspace and the channel it happened in
- What you asked, copied word for word
- A link to the thread, and roughly when it ran
- Which connected tool was involved, if any
- What you expected, and what you got instead
Never send us a secret
No passwords, API keys or tokens, in email or anywhere else. We never need them: Wopie works through connections you authorise in the app, and our own people cannot read your workspace data to debug a problem. If a credential has already been shared somewhere it should not be, rotate it first, then tell security@wopie.ai.
How access actually worksBy plan
What support looks like on each plan.
Stated only where it is committed. We would rather under-promise here than quote a number we have not signed up to.
Free
Email support, same addresses as everyone else. Every feature is open while you are proving the first workflow.
See what is includedTeam
Priority support, on top of everything in Free. For companies running real work through Wopie every week.
See TeamEnterprise
A named contact rather than a queue, with response times agreed in your Order Form alongside the security review and signed DPA.
See Enterprise
Not a customer yet and looking for a pilot, a walkthrough or a security review? Contact the team instead, or start free with $100 in credits.
Support questions
Answers, not a queue.
It only sees channels it has been invited to, so start by checking it is in that one. If it is in the channel and still silent, send us the link to the thread and the time you posted, and we'll look at what it did with the request.