Emergency and On-call - Wilout Support for organizers
Emergency and On-call - Wilout Support for organizers
Organizing an event can sometimes generate unexpected events, especially when it comes to technical management. Whatever your problem, the Wilout support makes every effort to help you solve it. Whether it is an urgent question related to your platform of online ticketing, technical problems with the tools of cashless payment Or the sales counters on site, or a problem with one of our terminals of access control, our support is there to ensure fast and effective assistance.
In this article, we explain in detail the steps to follow to contact us in case of emergency, as well as the various methods for get help, and we show you some solutions to common difficulties in accessing and using our various products. Discover the means put in place to guarantee a rapid response and solutions adapted to your technical needs.
How is Wilout's support provided in case of emergency?
Available support channels and availability
At Wilout, we provide you with several means of contact in order to answer your emergencies and questions. Our team is there to assist you in the configuration of your various services for the preparation of your event, but also on more technical aspects such as the installation of equipment.
Here are our contact methods according to each need:
- By phone: We can be reached from Monday to Friday, from 9 am to 6 pm (UTC+1), at the number 04 89 24 35 06.
- By email: You can contact us at the email address support@wilout.com. We are committed to responding to you within a period of 24 working hours.
To expedite the processing of your request, be sure to include the following information in your email:
- Your name and that of your company
- The name of the event concerned
- Your mobile phone number
- The nature of your emergency as accurately as possible.
lookout, without this information, the process of processing and resolving your request may take longer than expected.
I have a question about your services
Whether you are a new customer or have been using our services for a long time, you may have questions about setting up our tools for online ticketing and the implementation of sales counters, points of sale for cashless payment, or the configuration of the lists of access control.
You can find the questions frequently asked by our customers in the FAQ section of each of the pages of our various services, as well as in our blog articles.
If you have any additional questions about our services, you can contact us via our contact form, and we will answer you within 48 working hours.
For inquiries, we recommend that you clearly specify the subject of your question in your message to allow our team to respond to you as effectively as possible. Depending on the nature of your question, we can direct you to tailor-made solutions or technical documents to facilitate the use of our services.
Urgent frequently asked questions
In this section, we have identified some questions that are commonly asked by users of our various services.
Wilout box office connection issues
A recurring problem that our customers may encounter concerns access to online ticketing. If you or your users are having trouble connecting to our platform, we recommend that you follow these steps before contacting us:
- Check your internet connection: A simple network problem can often be the cause of difficulties in accessing online ticketing.
- Verify your login details: Make sure that the email address and password you are using are correct. If the problem persists, or if you forget your password, you can request a password reset.
- Update your browser: Using an outdated browser can also prevent online ticketing from working properly.
If these checks are not enough to solve the problem, do not hesitate to contact us directly for a quick response. Our team is in a position to perform server checks or reset your accesses if necessary.
My participant did not receive their e-ticket
Sometimes some participants do not receive their E-ticket after purchase. This can cause some confusion, but there are some simple solutions to fix this problem.
Here's what you can do as a first step:
- Ask your participant to check your spam folders or junk mail. The email containing the ticket may have been filtered by their email provider.
- If the ticket cannot be found on the participant's side, you can perform a manual check from your dashboard:
- If the participant is on the list, you can download their e-ticket by clicking directly on the order and clicking on”Resend the ticket”.
- If it is not on the list, it is because the payment was not successful due to limitations in terms of bank security or, often, it is due to the fact that the participant did not complete the purchase within the time limit (this one has 15 minutes). In this case, we advise you to contact your participant to invite them to repeat their purchase.
Using the Wilout CONTROL app
The application Wilout Control is an indispensable tool, designed for manage the access of your participants in a fluid and secure manner, available on our terminals for rent or purchase, or downloadable on your smartphone. However, difficulties in use can sometimes occur, especially with the updates or compatibility of certain smartphones.
Download our application on theApp Store or on the Google Play Store.
I can't download the Wilout Control smartphone app
- First, check your network coverage (WiFi or 3G/4G).
- Then, make sure you have enough space available on your smartphone for downloading. Also, check the update on your smartphone as it may be the update that is causing restrictions.
I can't find my operator accesses
To know your operator access, you must connect to your Wilout CONTROL back office on a browser. From this dashboard, you can find where create your accesses.
My Wilout CONTROL application is not working properly
If the Wilout CONTROL application stops working on your smartphone or on our control terminals, here are a few things you can do before contacting us:
- Restart the application: Force stop the application and reopen it, then reconnect using your access.
- Update the app: Make sure you are using the latest version of Wilout CONTROL, if not, update from your store.
- Check the app permissions: Does the app have access to all required permissions (camera, storage, etc.)?
- Internet connection: Make sure the device is connected to a stable network.
If the problems persist, our technical team is available to assist you, whether it is to solve bugs or to guide you in the advanced use of the application.
You can consult our complete articles specially dedicated to entry control on our blog.
Manage my team via the Wilout CONTROL back office
The back office of Wilout Control allows you not only to manage your team's accreditations, but also access to different areas of your event. You can very easily set up your teams by going to the “”My team” since your back office.
Indeed, you can create a team, define their identifiers and assign roles to your employees by distributing the types of e-tickets to be validated by each of them. Our article on operator accesses will give you all the keys to help you build your team.
Your employees can then download the application and access it via identifiers that you have configured and provided to them.
Our support team is available to help you optimize the management of your teams and ensure that everything runs smoothly on the day of the event.
I am a participant
I have a problem with a ticket purchased at a Wilout ticket office
If you purchased a ticket through the Wilout online ticketing solution and have questions, you can consult our FAQ Attendees, or read our article which will give you details about samples in the name of Wilout.
In case of difficulties with your ticket, such as a reception problem or poor information on it, we invite you to contact the event organizer directly.
I have a problem with a Wilout cashless support
If you participated in an event using our Cashless payment solution, our Participant FAQ dedicated will surely be able to help you answer your questions.
Wilout does not manage the financial flows of events, so in case of problems with the reimbursement of your cashless balance, we invite you to contact the event organizer.
In summary
At Wilout, we are committed to providing you with quality customer support, whether it's for questions about online ticketing And the sales counters on site, the cashless payment, or the management of access controls. Thanks to our efficient contact channels and our responsiveness, we make sure to provide you with the best possible support, even in case of emergency.
Check out our Detailed FAQ which covers the majority of frequently encountered situations, as well as questions you may have about our online and on-site ticketing, access control and cashless payment solutions.
Do not hesitate to contact us by phone at 04 89 24 35 06, or by mail with all the information you need for a quick treatment of your problem. We are here to help, so you can focus on making your event a success. Trust Wilout for flawless technical management !
