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 how to make sure it reaches the right team quickly.

How to submit a request

1. Click Submit a Request at the top right of any Help Center page.
2. Start the subject with the product your question is about (see 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.

Prefer email? You can reach us directly at support@wisecode.ai — emailing us creates a ticket just like the form does.

Tell us which product

The request form has a subject and a description. Start your subject with the product so it routes to the right team: WISEcode App (the consumer mobile app), WISEcode AI (the brand platform: Portfolio, Chat, Library, Marketplace, account access, GS1 prefixes, billing, team members), Non-UPF Verification (submitting products, verification status, Shield assets, renewals), or General (press, partnerships, anything else).

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 WISEcode AI issues

• Your organization name and the email address on your account
• The page, dashboard or chat where you encountered the issue, and the UPCs involved if it concerns specific products
• 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

Every request is reviewed by a member of our team, who will get back to you. You will receive a confirmation with your ticket number as soon as it is submitted. Verification submissions and complex platform issues may take longer to fully resolve.

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 AI, Non-UPF Verification, or General) for related articles.