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Contact Support

We're here to help — get in touch

Email support

The quickest way to get help is to open the in-app support form. Include screenshots and as much detail as you can. Most queries get a response the same business day.

Open support form

Submitting a support request

You can submit a support request from the Contact Support link at the bottom of any page (signed-in users) or via the button above. The form has a subject dropdown so we can route your question to the right team.

Subject categories

  • Help with Certificates
  • Technical Issue / Bug Report
  • Billing & Subscription Question
  • Feature Request
  • Account or Login Issue
  • Company Account / Team Management
  • Other / General Question

Response times

We target a response to all support requests within 1 business day. Urgent issues (account lockout, billing errors, production blockers) are prioritised regardless of plan tier.

Business hours: Monday to Friday, 9am – 5pm New Zealand Standard Time. Requests outside those hours will be picked up the next business morning.

There is no paid support tier — trial, Free, Pro and Company users all share the same support queue.

Common questions

How do I contact WireWrite support?

Open the in-app support form via the button above (or via the Contact Support link at the bottom of any page when signed in), or send an email to info@wirewrite.co.nz. Both routes reach the same inbox. Most queries get a response the same business day.

Is there a paid support tier?

No. Support is the same for trial, Free, Pro and Company users. There is no paid support upgrade, no support credits, no priority queue tied to plan tier. Urgent issues (account lockout, billing errors, production blockers) are picked up first regardless of plan.

What should I include in a support request?

Pick the most accurate subject category so we can route to the right team. Include screenshots, the URL where the issue occurred, the certificate reference number if relevant, and the device/browser you were using. The more detail, the fewer round trips.

How fast will I get a reply?

We target same-business-day response (Monday-Friday, 9am-5pm NZST). Urgent issues are picked up first. Requests outside business hours are picked up the next business morning.

Can I phone WireWrite support?

WireWrite is email-only support — this keeps response times short and gives us a written record of every conversation, which matters when issues involve certificate data, billing or account changes. If a back-and-forth thread starts going long we'll offer to switch to a call.

What if I forget my password or get locked out?

Use the Forgot password link on the sign-in screen first — a reset email is sent within seconds. If you don't receive it, check spam, then email info@wirewrite.co.nz from the account-owner email address. Include the affected account email so we can verify ownership before manual reset.