Our support department is here to help if you have questions or feedback about the We Heart It app. We're committed to providing our customers with excellent, timely service.
Typically, our first response to your ticket will be within 24 hours. However, high ticket volumes may require us to exceed that time frame.
What is the best way to contact support?
If you need help, the contact form in the app is the best option because key metadata will be included in the email body. As a result, our support agents will already have information about your app version, device, subscription status, and previous purchases, so you won't need to provide that information yourself.
I am unable to contact support through the app. What should I do?
If you cannot access the app, please use our contact form at https://weheartit.com/contact
Please include the following information (if appropriate):
- We Heart It Support [iOS, Android, or Web] in the subject field
- Your username (if applicable).
- The version number of the app or when it was last updated.
- A detailed description of the situation.
- The troubleshooting steps you have already tried (if an issue is being reported).
I did not find the information I needed in the Help Center. What should I do?
Thank you for checking our Help Center before submitting a help request. If you do not find an answer to your question, please get in touch with Support through the app.
I sent an email to Support and did not receive a response. What should I do?
Although our policy is to answer every question, tickets with content that cannot be discerned may not get routed to an agent. To ensure your ticket is handled, please provide enough information for us to begin a conversation with you. Some items to include:
- We Heart It Support is in the subject field.
- Your username (if applicable).
- The version number of the app or when it was last updated.
- A detailed description of the situation.
- The troubleshooting steps you have already tried (if an issue is being reported).
What information do you need to help me with my request?
The information we need will vary depending on the nature of your request.
- When providing feedback or asking a question, please include any specifics to help us understand your request.
- If you wish to report a bug, please specify the app version and a detailed description of the problem. Please include any troubleshooting steps you have tried before contacting us.
Screenshots or videos of the app's behavior can sometimes help our team determine issues and find solutions quickly.
Why did I receive an automated response to my ticket?
It's common for us to receive many questions or reports relating to the same issue. It may be necessary to send out responses automatically to prevent the influx from overwhelming the support system.
If the automated response cannot address your needs adequately, we recommend responding to the automated response rather than opening a new ticket. This will prevent your request from being pushed to the end of the queue.
I need help with a paid service or feature. What should I do?
Our recommended contact method is through the app, especially in this case. The data in your email will help us identify you as a paid user. If you cannot access the app, please use the contact form at https://weheartit.com/contact. Be sure to include your purchase information when you submit your details.
What does a good request look like?
Using the suggestions below can help our team get to your ticket quickly.
From within the app - using the contact form provided, enter the details of your help request.
From the Contact Form at https://weheartit.com/contact
If you want help with a Legacy account on the website, enter the email listed on your account.
Enter the subject: We Heart It Support [iOS, Android, or Web]
Enter a detailed description of your question or issue.
Attach a screenshot of a purchase receipt or video of your issue. This will help our team to investigate quickly.