Submit Support Requests

As you develop and maintain your app you may encounter error messages, technical glitches, or unexpected behavior. In these cases, you can open a support request using the Wix support chatbot. Follow these steps to make a successful support request.

Step 1 | Retrieve your app ID

Before engaging with the Wix support chatbot, retrieve your app ID. You can find it at the top of your app's dashboard.

Step 2 | Locate your request ID (optional)

If the issue results from using Wix's APIs, either in the app dashboard or via your app's code, include the associated request ID.

Every action that makes a call to Wix’s APIs is assigned a unique request ID, which is essential for tracking the root cause of an issue. This ID is included as a response header with the key name x-wix-request-id. For example, 1734427301.191556792796277844.

Many errors in the app dashboard display pop-up notifications at the top of the screen. These notifications often include the request ID. If you don’t see a request ID in an error notification, you need to recreate the issue to retrieve a request ID.

If the issue results from your app's API requests to Wix:

1. Make the request again using curl or any other network request tool that allows you to view responses.
2. In the response header, locate the request ID under the key x-wix-request-id.

If the issue occurs in your app dashboard or one of Wix's frontend interfaces, such as a site editor or site dashboard:

1. Trigger an action that causes the error. For example, by clicking a button.
2. Open your browser's developer tools.
3. Select the Network panel.
4. In the Name column, click the network request associated with the error. Additional request information appears.
5. Select the Headers tab. The request ID is located in the Response Headers section under the key x-wix-request-id.

Step 3 | Describe the issue

When the support chatbot asks for a description and the option to attach documents, you should be prepared to provide a step-by-step description of what led to the issue.

Compile as many relevant details as possible, such as:

• A short explanation of the issue.

• Screenshots and/or videos of each stage of the process.

• URLs and instance IDs of the sites you interacted with in the course of the issue’s occurrence.

• Configuration and setup information associated with each step.

  Caution: Do not include any secret keys in your description.

• Include the complete request and response of any failed network requests.

• Relevant console error logs.

Step 4 | Open the request

Now you're ready to open your support request.

1. Open the Wix support chatbot.
2. Begin interacting with the chatbot. Provide the information you gathered above whenever the bot requests it.