Overview
If you need help with When I Work, you can contact our Customer Care team for assistance. Our Customer Care team provides support through tickets and live chat.
You can also contact us from your iOS device or Android device.
Considerations
When I Work offers support through tickets and live chat rather than phone assistance. Online support allows us to quickly and efficiently deliver the answers you need. We decided to keep our support online for a few reasons:
- We can instantly view your workplace, account activity, system details, and other information so we can troubleshoot effectively.
- Managing your account is a visual process. We frequently ask you to send us screenshots, videos, and links to help us see what you’re seeing. We can also send you screenshots and videos to guide you in the right direction.
- It’s faster. We can quickly get to the bottom of your questions without putting you on hold.
- Online support keeps detailed records in one place. This ensures nothing gets lost in translation if we need to escalate your issue. We’ll always have access to previous tickets so you won’t have to repeat questions.
Please do not upload or otherwise provide When I Work with any documents containing sensitive personal information such as Social Security numbers, bank account information, passwords, or government-issued IDs such as driver’s licenses and passports.
If any such sensitive information is needed, please work with the Customer Care Team, who will assist you in delivering such information securely.
Submit a ticket to our Customer Care team
You can submit a ticket to our Customer Care team team at any time. If you need help after business hours, submitting a ticket is the best way to contact us.
- From the web app, click Need Help? on the right side of the page.
- In the sidebar, click Submit a Ticket.
- Enter your information. Make sure to be as detailed as possible so we can get you the most relevant response in a timely manner.
- (Optional) Attach a screenshot. A screenshot of the page you are working on can help our Customer Care team understand your question and get you an answer more quickly. Here are instructions on how you can take a screenshot on a Mac or a PC.
- Click Submit. We will get back to you as soon as we can.
Chat with our Customer Care team
You can chat with the Customer Care team during chat hours. To access live chat, you must be an admin, manager or supervisor signed into your When I Work account.
- From the web app, click Need Help? on the right side of the page.
- In the sidebar, click Chat with When I Work.
Customer Care team hours
All questions except payroll
For all questions that don’t involve Payroll, our Customer Care team is available during these hours:
Monday-Friday:
- Tickets: 7 A.M. to 10 P.M. Central Standard Time (UTC -6:00)
- Live chat: 7 A.M. to 7 P.M. Central Standard Time (UTC -6:00)
Saturday-Sunday:
- Tickets and live chat: 9 A.M. to 4:30 P.M. Central Standard Time (UTC -6:00)
Holidays:
- Tickets and live chat: 8 A.M. to 5 P.M. Central Standard Time (UTC -6:00)
Payroll specific questions
For all Payroll questions, our Customer Care team is available during these hours:
Monday-Friday:
- Tickets: 8 A.M. to 6 P.M. Central Standard Time (UTC -6:00)
During our business hours, we do our best to get back to you within a few hours. If you contact us after business hours, we will get back to you on the next business day. Holidays may affect these hours.
NOTE: During Daylight Saving Time, support hours change to Central Daylight Time (CDT) (UTC -5:00)
More resources
Waiting to hear back from us? Review the following to learn more about When I Work or troubleshoot a specific issue.
- Register for a webinar training on building your When I Work account.
- Find answers in our Help Center.