Support
How can we help?
We reply within one business day, usually much sooner.
Manage customers, messages, bookings and billing.
Reply STOP to stop messages from that business. More about this below.
When you write to us, include your business name and the email you sign in with. If it's about a message, tell us roughly when it was sent and who it went to. Never send passwords or card numbers by email: we'll never ask for them.
Getting started
Adding your customers. Go to Customers and add people one at a time, or paste or upload a spreadsheet exported from your booking system. The first row should name the columns (first name, phone, email, last visit, consent and so on). People already in your list are skipped.
Your sign-up page and QR code. Under QR code you'll find your own sign-up page and a QR code you can download as PNG or SVG. Print it for your counter, menus or window. Customers who scan it add their own details and choose which messages they want.
Sending yourself a test. Use the "Send yourself a test message" banner on the Overview page to see exactly what your customers will receive.
Texting
When can I start texting? Each location needs its own texting number. On plans we set up for you, we arrange it during setup; otherwise contact us and we'll get one ready. Texts you send before then wait, and go out once the number is live (if they're less than 48 hours old).
Why hasn't a message gone out? Messages hold during your quiet hours (9 PM to 9 AM by default, changeable in Settings), and they only go to customers who have consented to that channel. Customers who replied STOP won't receive texts until they reply START.
Where do replies go? Text, WhatsApp and email replies land in your shared inbox, where anyone on your team can answer.
Consent and opt-outs
We only send messages to customers who have agreed to hear from you, and we record that consent with each contact. If someone replies STOP, unsubscribes or asks you to stop, they're opted out straight away on that channel. Read our Messaging policy for the rules every business on WentBack follows.
Billing and plans
Under Billing in your dashboard you can see your plan and credits, buy more credits, or ask to switch plans. Monthly plans can be cancelled anytime. Questions about a charge? Email [email protected].
Received a message?
WentBack sends reminders and updates on behalf of the businesses that use it, so the message you received came from a business you've dealt with, such as your clinic, salon or garage.
- To stop texts from that business, reply STOP. You'll get one confirmation and nothing more. Reply START if you change your mind.
- For help, reply HELP, or contact the business directly.
- For emails, use the unsubscribe link at the bottom of the email.
- If you think you're getting messages you never agreed to, email [email protected] with the number or address that contacted you and we'll look into it.
Message and data rates may apply. Message frequency varies by business.