The Help Book - Basic Wattpad Tips

How to submit a ticket to/ask for help from the wattpad support team

In the chapter: how to submit a ticket to/ask for help from the wattpad support team.

So, you have a problem with your wattpad account. Maybe your PM-s (Private Messages) or notifications are not working properly; maybe your story has been showing the same number of comments for a week even though you read new ones everyday; maybe you can’t view your own stories on the app (that’s happened to me); maybe your story’s rating changed on its own; maybe it’s something else. In any case, you need to contact the wattpad support team (link in the comments and as an external link). You can do that by submitting a ticket through your PC or the wattpad app (I’ll say how with each).

So how do you submit a ticket to wattpad and ask them for help?

1. Go to the wattpad support page/help center (as I said: link in the comments).

2. Scroll all the way down and you’ll see this question: “Need more help?”; right under that there is “Submit a ticket”. Click on that.

3. Now you have to answer the questions that will pop up. Sometimes when you answer one, another is revealed. Once you reply to everything that appears, click SUBMIT (it’s an orange button, located below the questions).

4. That’s it; you’ve submitted the ticket. Wattpad is usually pretty quick to reply (about three days) although they don’t work during the weekend as far as I know. So if you submit a ticket on Friday, don’t expect an answer before the next week rolls in. Also, bear in mind that if there are a lot of people who’ve submitted a help request before you, it will take more time as they will be attended to first.

What happens AFTER you submit the ticket?

You wait.

You’ll be notified through email when someone from the wattpad support team replies to your help request so make sure you check your emails. Sometimes they’d reply to say they’ve fixed the problem and sometimes they’ll need more information.

Personal experience: I’ve submitted several tickets (four or five, I believe) and the wattpad team had always been very polite and helpful. Once, when I submitted a ticket on Friday evening, I’ve gotten an answer (and the issue was settled) by Tuesday morning the next week; I think that was their fastest reply to me given that they don’t work weekends.

If the wattpad support team doesn’t work weekends, can you still submit a ticket during the weekend?

First, it was months ago that I read they don’t work weekends so it could be different now; second, of course you can. It’s sort of like someone sending you an email; even if you don’t check your mail Saturdays and Sundays, you keep receiving emails and you get to see them on Monday.

How long before you should worry because you haven’t received a reply?

As I’ve said, the speed with which they would reply depends on how busy they are and on what your problem is (some things take longer to fix). I’d say give it at least five work days if it is urgent (ten if it is not) before you send them some sort of a reminder or a new ticket.

Should you send a reminder?

Accidents happen. Maybe your ticket didn’t get submitted properly or maybe they marked your message as “replied to” (or something similar) even if it isn’t; I’m not sure of the procedure but I think that could happen. Just remember: be patient and if you think something went wrong with your ticket and decide to submit a second one about the same issue, mention that you’ve already submitted one and apologize in case things are just taking more time than usual and that’s why you haven’t received a reply yet.

Another way (apart from email) to check whether your ticket has been replied to:

1. Go to the support page/help center.

2. Sign in (button at the right top corner of your PC).

3. Click on “My activities” (next to where “Sign in” used to be; the same place will be showing your user name now).

4. Now you can see the tickets you’ve submitted. Click on the one you need and you’ll see the message you’ve sent to the support team (by replying to the questions I mentioned earlier) and whether and what they’ve replied.

To the right of your PC screen, there is a table showing information about your request: status (for example, “Solved”), to whom it was assigned to, what type of problem you are having, etc.

If you are using the wattpad app, go to the menu with your picture on top, the one that has “Library”, “Discover”, “Reading Lists”, “Create”, etc. and click on “Settings”; after that, scroll down and click on “Report a Problem”. From then on, it is the same procedure as if you are using a PC (or are logging on through your phone’s browser and not the app) so just answer the questions and click on “Submit”.

 

If you are not sure something you have a problem with is worth/important enough to submit a ticket to the support team, ask an ambassador or a more experienced wattpader first. Also, the support team is dealing with wattpad problems/issues but don’t ask them things like “how to get more reads” or “can you give me a review” or “I want more fans; can you tell people to follow me?” That is NOT part of their job. Also, we all want more readers so telling other people you want/need followers is pretty pointless.