How Weglot support helps you

In this article, you’ll learn how the Weglot Support team handles your request, from your first message to its resolution.

While using Weglot, you may encounter unexpected behavior or need help understanding or configuring a feature. Our Support team is here to investigate the situation with you and help you find the most appropriate solution.

Here is how we handle your request, step by step.

1. You contact our Support team

You can send us a request through:

• Email at support@weglot.com,
• The Support button in your Weglot Dashboard,
• The Help button at the bottom of the Weglot Help Center.

The “Support” button in your Weglot Dashboard

The “Help” button in the Weglot Help Center

To help us understand and resolve your request more efficiently, we recommend including:

• The URL of the affected website
• The email address associated with your Weglot account
• A clear description of what you expected and what happened instead
• The affected page, language, or translation
• The steps that allow us to reproduce the behavior
• Any relevant screenshots or screen recordings
• Any recent changes made to your website or Weglot configuration

The more context you provide, the sooner we can begin investigating the situation.

2. We review and understand your request

A member of our Support team reviews the information you provided and identifies the nature of your request.

We may reformulate or summarize the situation in our reply to confirm that we have understood it correctly, especially when the request involves several issues or when we are communicating in a language that is not your native language or ours.

3. We ask for additional information if needed

Sometimes, we need more information before we can properly investigate.

For example, we may ask you to provide:

• A specific page where the issue is visible
• A screenshot or screen recording
• Additional details about your website setup
• Temporary access to your website administration, hosting platform, or another relevant service
• Permission to run tests or make specific changes

We request access only when necessary for the investigation.

4. We try to reproduce the behavior

When possible, we follow the steps you provided and try to reproduce the behavior.

We may test it:

• On the affected page or website
• In different languages or browsers
• With specific Weglot settings
• In a separate test environment

Reproducing the behavior helps us identify its cause and determine whether it is related to Weglot, the website’s configuration, a third-party service, or an interaction between several components.

5. We investigate the cause

Once we understand and can reproduce the behavior, we investigate its origin.

Depending on the situation, this may involve checking:

• Your Weglot project settings
• The website’s source code and translated versions
• Network requests and browser errors
• DNS, proxy, cache, or server configuration
• Interactions with plugins, applications, or third-party services
• Relevant technical information available on our side

Some investigations may require several exchanges or tests. In that case, we will keep you informed and let you know if we need anything else from you.

6. We help you resolve the request

Once we have identified a solution, we explain what caused the behavior and guide you through the steps required to resolve it.

Depending on the situation, we may:

• Recommend a change to your Weglot settings
• Provide instructions or a code snippet
• Apply a change on our side
• Help you coordinate with your developer, hosting provider, or another service
• Suggest an alternative configuration or workaround

Whenever possible, we aim to provide not only a solution, but also enough context to help you understand what happened.

7. We escalate the request when necessary

If the situation requires additional expertise or cannot be resolved immediately, we may escalate it internally to the relevant technical, product, or development team.

An escalation may be necessary when:

• We identify a potential issue with Weglot
• The investigation requires access to additional technical information
• A product change or correction may be needed
• The request concerns behavior that the Support team cannot modify directly

Your Support contact remains responsible for following the request and sharing relevant updates with you. Depending on the complexity of the investigation, resolving an escalated request may take additional time.

8. We confirm the outcome and collect your feedback

Once the request has been resolved, we make sure that the proposed solution works for you and clarify any remaining questions.

You may then receive a short satisfaction survey. Your feedback helps us improve both our support and the Weglot experience!

Please note: Not every request requires all of these steps. A question about a feature may be answered immediately, while a more complex technical issue may require reproduction, investigation, and internal escalation.