How do I contact the Momentus Support Team? – WeTrack

To contact us, email wetracksupport@gomomentus.com.

Below are some notes to assist us in resolving your issue as quickly as possible:

Please be as specific as possible.
If we're troubleshooting a particular item (a specific risk profile, job, or incident, for example), please include the name and a screenshot or screen recording of the behavior when possible.

When you submit a support ticket, you will receive an email in reply confirming that we received it. You can reply to this email as well as click the link for an update (see Create a Password Emails below).

Once your ticket is solved, you'll receive an email notification. When a ticket is marked as solved, we consider the request resolved. If the issue has recurred or if you have questions, you are able to reopen the ticket.

Reopening Tickets

If you reply to a solved ticket via email and would like it to be reopened, you will need to include #reopen in your email. This information will be in the Ticket Solved emails as a reminder.

After five days solved tickets are moved to a closed status and cannot be reopened. At that time you'll need to send us a new email.

Why would you want to reopen a ticket?

The steps/info provided by the Support Rep did not resolve the issue.
A previously resolved issue is recurring.
You have a follow-up question related to the original issue.

What happens if you don't include #reopen in the email reply?

Our support reps will still receive your reply. We love when our clients thank us (in fact, over 70% of replies to solved tickets are a "thank you"!), so feel free to keep those coming - just don't include the reopen tag so the ticket stays solved.

Why does this work this way?

In a nutshell, reporting. This allows us to better track recurring and related issues since it will help limit tickets to one issue each. It also allows us to analyze reopened tickets and pinpoint areas for internal training and overall improvement.

Create a Password Emails

If you open a support issue with us, you will receive an email asking you to create a password. The email will look similar to the image below and will be from support@wetrack.com.

By creating a password you'll be able to click the link in issue emails and see the current status of any open issues as well as any past issues.

If you have the option in your email application to block senders please do not block support@wetrack.com. If that email is blocked, you won't be able to receive emails from the support team.