Contacting WISEcode Support: How to Submit a Request

If you can't find what you need in our Help Center articles, our support team is here to help. This guide walks through how to submit a request, what information to include, and which topic to choose so your question gets to the right team as quickly as possible.

How to submit a request

1. Click Submit a Request at the top right of any Help Center page.
2. Choose the topic that best matches your question (see "Which topic to pick" below).
3. Fill in the form. Required fields are marked.
4. Click Submit. You'll get a confirmation email with your ticket number, and a member of our team will follow up directly.

Which topic to pick

Picking the right topic routes your request to the team best equipped to answer it, which usually means a faster response.

WISEcode App (consumer)

Choose this topic for anything related to the WISEcode mobile app: scanning issues, missing products, scoring questions about a specific item, account and login problems, or feature requests.

WISEcode Intelligence Dashboard

Choose this topic for questions about the brand-side analytics dashboard: account access, data exports, portfolio scoring, integrations, billing for dashboard subscriptions, and team-member permissions.

Non-UPF Verification

Choose this topic if you're a brand interested in submitting a product for Non-UPF Verification, asking about the verification process, requesting a quote, addressing a remediation report, or renewing an existing certification.

General / Other

Choose this topic for press inquiries, partnership conversations, anything that doesn't clearly map to one of the above, or if you're not sure where your question belongs.

What to include for the fastest resolution

The more context you give us up front, the fewer back-and-forth messages it takes to resolve your request. Useful information by topic:

For app issues

• Your phone make and OS version (e.g., "iPhone 14, iOS 17.4")
• The version of the WISEcode app you're running (Settings → About)
• What you were trying to do and what happened instead
• A screenshot or screen recording, if relevant
• The barcode or product name, if you're reporting a scoring issue with a specific product

For dashboard issues

• Your organization name and the email address on your account
• The page or report where you encountered the issue
• Browser and version
• Screenshot of any error message

For verification inquiries

• Your company name and role
• Approximate number of SKUs you're considering submitting
• Whether the products are in market or pre-launch
• Any specific deadline you're working against

Response times

We aim to respond to all requests within one business day. Verification submissions and complex dashboard issues may take longer to fully resolve, but you'll always get an initial acknowledgement quickly so you know your request is being worked.

Tracking your request

Every submitted request gets a unique ticket number, sent to the email address you provided. Reply to that email at any time to add information or follow up — your reply will be attached to the existing ticket and routed back to the same team member.

Before you submit

A quick search of the Help Center often surfaces an answer faster than a support ticket. Try searching for keywords from your question at the top of the page, and browse the relevant category (WISEcode App, WISEcode Intelligence Dashboard, Non-UPF Verification, or General) for related articles.