Contacting Us

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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 our iPhone/iPad or Android apps.

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.

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.

  1. From the When I Work web app, click Need Help? on the right side of the page.Need Help? button
  2. In the sidebar, click Submit a Ticket.
  3. Fill out the form with the required information.
  4. (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.
  5. 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 account holder, manager or supervisor signed into your When I Work account.

  1. From the When I Work web app, click Need Help? on the right side of the page.Need Help? button
  2. In the sidebar, click Chat with When I Work.

Customer Care team hours

Our Customer Care team is available during these hours:

Monday-Friday:

  • Tickets: 7 A.M. to 10 P.M. Central Daylight Time (UTC-5:00)
  • Live chat: 7 A.M. to 7 P.M. Central Daylight Time (UTC-5:00)

Saturday-Sunday:

  • Tickets and live chat: 9 A.M. to 4:30 P.M. Central Daylight Time (UTC-5:00)

During our business hours, we do our best to get back to you within a few hours. If you contact us after businesses hours, we will get back to you on the next business day.

NOTE: Holidays may affect these hours. 

More resources

Waiting to hear back from us? Review the following to learn more about When I Work or troubleshoot a specific issue.

Updated on January 10, 2020

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