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Contacting Customer Support

Yola email support is available 24 hours a day, seven days a week. When you contact us, you’ll always talk to friendly and knowledgeable human support agents.

Before contacting us, note that we can't provide support for the following topics:

  • Custom code modifications.
  • SEO and marketing strategy: Everyone's marketing goals are unique, so we're unable to provide specific SEO or website promotion advice. Visit our help guides to get more assistance on SEO and traffic growth features.
  • Tax and banking advice: We recommend consulting with a financial advisor or a tax professional instead. Alternatively, browse the Setting up payments section in our Help Center.
  • Third-party services: We do not do custom integrations, so contacting the third-party service directly is best.

How can I get help with my Yola site or account?

We have a couple of ways of helping you. Choose the one below that works best for you.

Check our Help Center

You can access the Help Center from your dashboard or from the Yola website.

When in Sitebuilder, click the black Help button on the bottom right corner of your screen and type in a keyword in a search field. You will see the list of articles that match your keyword. Click the article title to view the full article without leaving the editor.

Here’s the video of the process.

Alternatively,  click
Help on the Topbar and then choose Instant Help from the dropdown menu to go directly to the Help Center.

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For instant answers, type your question into the search box (or click the magnifying glass icon and type it there).  You will see all the related articles right away in the dropdown menu below the search field. Click the article name to open its full version.

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You can click Search to open all matching results in the same tab. 

Note: If you don't get the answer the first time, try similar words.

Submit a support request

If you don't find an answer in our Help Center, you can submit a support request, and one of our support team representatives will help you.

When will I get a response from customer support?

We strive to respond to all questions within 48 hours, while most queries will be responded to within a few hours. Yola Bronze, Yola Silver, and Yola Gold customers receive priority attention, but we respond to all customer emails as capacity allows.

Individual response time may vary depending on the support load and time of day, but whatever the circumstances are, we will always get back to you as fast as humanly possible.

How do I check for a reply?

There are two ways you can check if your support request was updated. Choose the one that suits you:

Checking your mailbox

  1. Check the primary Inbox of your mailbox.
  2. If you cannot locate our email there, remember to check your Spam/Junk Mail folders, as emails sometimes get routed there inadvertently.
  3. If you are using Gmail, be sure to check the Promotions and Social folders, as you may find our email there.

Take a look at our Adding Yola to your Safe Senders list tutorial for more information on adding to your list of trusted contacts to prevent this from happening.

Tracking your support requests

You can use our customer portal to track and update your support requests. Here is how to access it:

  1. Click Sign in in the top-right corner of our Help Center. If you’re not signed into your Yola account in this browser, you will be redirected to the login page to enter your Yola account credentials. If you have already signed in, you’ll be instantly signed in to the Help Center account.

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  2. Once you’re in the Help Center, click your profile icon on the top right side and then click My activities.

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  3. The page displays all requests that you have submitted. To search for your requests, enter a keyword in the Search requests box.

  4. To see details about a request, click the request title. If you want to add a comment to your initial request, type it into the text box and click Submit.

There are different ticket statuses that you may see on the right-hand side. This is what they mean:

  • Open is a ticket that has been sent to us and is being worked on. If a request that you have submitted requires more troubleshooting (e.g., our Engineering Team needs to investigate it), we keep it open.
  • Awaiting your reply is a ticket that's been assigned to an agent, but the agent is waiting for more information from you before resolving the ticket.
  • Solved is displayed when a support agent has replied to you with a solution. 

Best practices in contacting support

Here are some troubleshooting steps that can be taken first, as these help to resolve the majority of issues:

  1. Clear browser cache and cookies.
  2. Make sure you are using an updated version of your browser. Visit What Is My Browser to check if your browser is up to date.
  3. Check your privacy settings: you must accept cookies from Yola (Chrome, Firefox, Safari, Edge).
  4. Check that your browser is set to enable Javascript (Chrome, Firefox, Safari, Edge).

If the above does not help, please provide the following when contacting our support team:

  • Be specific: Include details of the page or URL you have questions about. It will help us better understand what you want to achieve.
  • Be visual: Feel free to upload screenshots or files that can help identify the cause of the problem. Attach images to the support request rather than embedding them within a message.

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  • You can reply to our responses directly through the mailing thread or through the customer portal, as described above.
  • If you have a new question, please create a new support ticket to handle each question separately.

Getting help on Facebook Messenger

You can easily reach out to the Yola Support team using Facebook Messenger from the Yola Facebook page.

Note: We can only give general advice via Facebook. If your question is related to your Yola account, please contact us by submitting a request. Remember to include the email address that you use to log into your Yola account.

Do you provide phone support?

Yola is committed to efficient, speedy customer support. Although we do not provide phone support, you can contact us via email at any time.

How should I report what I believe to be a bug?

Help us help you! Describe the problem in as much detail as you possibly can, including what you tried to do, what you expected to happen, and what actually happened. Tell us what browser and operating system you are using (visit What Is My Browser for that information). If you received an error message, take a screenshot of it and send it to us.

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