Contacting Us

From your

Applies to , , ,


If you need help with When I Work, you can contact our Customer Care team for assistance.

You can also contact us from your computer or Android device.


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.
Sending Sensitive Documents

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 at any time. If you need help after business hours, submitting a ticket is the best way to contact us.

  1. In the top-left corner of the app, tap Question mark icon .
  2. Tap Submit a Ticket.
  3. Enter your information. Make sure to be as detailed as possible so we can get you the most relevant response in a timely manner.
  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 your iOS device.
  5. Click Submit.

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:


  • 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)


  • Tickets and live chat: 9 A.M. to 4:30 P.M. Central Standard Time (UTC -6:00)


  • 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:


  • Tickets and live chat: 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)

Chat with our Customer Care team on your computer

Live chat is available to admins, managers and supervisors through our web app.

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 March 7, 2024

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