Support

If something isn't working as expected, or you have a question that isn't covered in this guide or the FAQ, open a ticket from inside WallaWhats. Tickets are read by a human and replied to via email; you can also see the full thread on the Support page.

Step 1 — Open Support

From the sidebar, click Support (under Support).

Step 2 — Submit a request

The form has four fields:

1. Email — pre-filled with the address on your account. Replies go here, so make sure it's a mailbox you check.
2. Subject — a short summary (e.g. "Alerts not arriving for @elonmusk").
3. Category — pick the closest match:
   • Question — anything that's not a bug or billing issue
   • Bug — something is broken or behaving unexpectedly
   • Billing — invoices, charges, refunds, plan changes
   • Feature request — something you'd like us to add
4. Message — describe the issue. Useful details to include:
   • What you expected to happen
   • What actually happened
   • Steps to reproduce, if it's a bug
   • The X handle, time, and tweet URL involved, if it's an alert problem

Click Submit Ticket. You'll see the new ticket appear in My Tickets below with status open.

Step 3 — Watch your inbox

Replies are sent to your account email. Reply directly to that email — your response is captured back into the ticket thread automatically. You can also revisit the Support page at any time to see the full ticket history.

Ticket statuses

• open — waiting for a reply (from you or from us)
• resolved — we believe the issue is handled. Re-open by replying.
• closed — archived. No further activity expected.

Response time

We aim to respond to all tickets within one business day. Priority-support plans (Business and Enterprise) get same-day attention during business hours.

What's next

If your question is more general, the FAQ covers the common ones in one place. For advanced/programmatic use, see API access.