When you start a free trial with Wello, you not only get immediate access to the Wello Solutions, you also get immediately free access to the Wello Customer Success team. They are ready to answer your questions regarding Wello Field Service and help you wherever they can.
Wello Solutions provides several convenient ways to reach our support and customer success teams whenever you need assistance. Whether you prefer live chat, email, submitting a ticket, or exploring our knowledge base, we’ve made sure that help is always within reach.
Below are the various ways to contact Wello and get the support you need.
Live Chat Support
The Live Chat feature connects you directly to Wello AI and the Customer Success team for real-time assistance. You can open the live chat from the Wello portal at any time. The chat icon sits at the bottom-right corner of the portal page and is available both before you log in and after you log in. Use this channel for quick questions, troubleshooting guidance, or to request that the Customer Success team take a look at something right away.
How to Access Live Chat
Visit the Wello Portal: https://login.wello.solutions/
Look for the chat icon at the bottom right corner of the page. You can use the chat before logging in or after logging in to the portal.
Once opened, you can chat with Wello AI to ask questions, report an issue, or get quick help from a support representative.
Ask Wello (AI Chat Assistant)
After logging into the Wello Portal, you’ll also find an Ask Wello menu on the bottom left corner of the navigation panel.
Clicking this opens a chatbox that connects you to Wello AI, an intelligent assistant designed to provide instant answers and guidance.
Wello AI can:
Provide immediate, contextual answers about Wello features and workflows.
Point you to relevant knowledge base articles.
Escalate or direct you to a human support agent for real-time help when needed.
This feature ensures you can quickly find the right help — whether through automated answers or a direct connection with our support team.
Email Support
For detailed inquiries or issues, you can contact Wello directly by email.
Email: [email protected]
When sending an email, please include:
Your contact information (name, company).
A clear description of the problem or inquiry.
Any error messages or attachment (if applicable).
The steps to reproduce the issue (for technical problems).
This helps our support team understand and resolve your case more efficiently.
Contact Form
You can also reach Wello using the Contact Form on our website. This form is suitable for general inquiries, technical support, billing questions, or sales-related messages.
The contact form asks for standard details so our team can route your enquiry to the right person. Typical fields include: First name, last name, and work email, telephone, company name, and job role, a subject or reason for contact (Sales, Billing, Technical Support, General) and a message box to describe your request.
Once submitted, one of our team members will review your message and reply to your email address as soon as possible.
Wello Help Center (Ticket Submission)
For Wello users who prefer a structured support process, Wello provides a Help Center where you can submit and manage support tickets. You can access this feature in two ways: Log in to the portal, click the “Help” menu in the left navigation panel, and select “Help Center” or Visit https://saas.help.wello.solutions directly.
To submit a ticket, you’ll need to log in using your company email and password. After submitting, the Customer Success team will review your ticket and respond during working hours. You’ll receive an email notification when there’s a reply, and you can also log back into the portal to check the status of your ticket.
Office Contact
You can also contact or visit Wello’s registered office directly.
Address: Odyssee Mobile, Av. Louise 54, 1050 Brussels, Belgium.
Wello Knowledge Base
Wello also offers a rich library of knowledge-based articles designed to empower users with self-service learning. These articles are accessible by logging into the portal and clicking the “Knowledge Base” menu in the bottom left corner of the navigation panel, or by visiting help.wello.solutions.
These articles serve multiple purposes such as:
Learning and Training: Ideal for onboarding new users or exploring advanced features.
Workflow Setup: Helps configure new processes and understand functionality.
Instant Support: Get answers anytime without waiting for a support agent.
Our Knowledge Base is continuously updated by the Customer Success team to ensure you always have access to accurate and up-to-date information.
Video Tutorials
Wello also offers in-app video tutorials to provide visual, step-by-step demonstrations of how to use various features and modules within the Wello Portal. These tutorials make learning faster and easier, especially for users who prefer seeing processes in action rather than reading written instructions.
They are available exclusively through the Wello Portal and are also embedded in relevant knowledge articles.
To access the video tutorials:
Log in to your Wello Portal.
Click the Video Tutorial menu on the navigation panel.
Browse the list of available video collections and select the collection you’d like to learn about, for example, Work Orders, Contract & Service Model, or Planning.
Once selected, videos for that specific collection will appear in a grid layout.
Click the Play button on any video to start watching.
These videos cover all Wello modules and are especially helpful for users who prefer visual learning. They demonstrate how to set up workflows, navigate features, and apply best practices in real scenarios.
Support availability
Wello responds to messages and tickets during working hours, for urgent, high-impact incidents you can start with Live Chat or submit a clearly labeled ticket via the Help Center so our team can prioritize the case.