> ## Documentation Index
> Fetch the complete documentation index at: https://support.wepayments.com.br/llms.txt
> Use this file to discover all available pages before exploring further.

# Contact Support

> Get in touch with the WEpayments support team.

Our Support team is available to assist with operational, technical, and account-related questions.

## Support Channels

<CardGroup cols={2}>
  <Card title="Email Support" icon="mail">
    Send your questions to [cs@wepayments.com.br.](mailto:cs@wepayments.com.br) Response time: 15 minutes up to 1 business day.
  </Card>

  <Card title="Live Chat" icon="message-circle">
    Access the chat directly from the [ticket](https://share.hsforms.com/2dIlCcGpJRZWqy9R5ZUgFOAc37n9) or via WhatsApp ([+55 41 9266-7191](tel:+554192667191)) . Available Monday to Friday, 9am–6pm BRT.
  </Card>
</CardGroup>

## Opening a Support Ticket

For faster resolution, include the following information in your request:

1. **Your company name and MID** (visible in Account Settings)
2. **Transaction ID(s)** involved, if applicable
3. **Description of the problem** – what happened and what you expected to happen
4. **Screenshots of the problem or logs**, if available

## Escalation

If your issue has not been resolved within the expected timeframe:

* **Operational issues**: Reply to the existing ticket requesting escalation.

## Support Hours

| Channel                      | Hours                            |
| ---------------------------- | -------------------------------- |
| Email                        | Monday to Friday, 9am – 6pm BRT  |
| Live Chat                    | Monday to Friday, 9am – 6pm BRT  |
| Emergency (critical systems) | 24/7 – for platform outages only |