Getting support
Contact channels, information to collect, and precautions when sharing details with support.
Contact channels
Sign in to the console and use the Online Chat button in the bottom-right corner. If you are signed out or cannot sign in, use the public channels on the contact page.
Report vulnerabilities through the channel in the security policy, not through live chat.
Information to include
Provide these together to reduce follow-up questions:
- The operation: installation, registration, device connectivity, path selection, Global Dedicated Transmission or payment.
- The complete message and
E1xxxcode. - Operating system, version, architecture and
wwnet versionoutput. - The 12-character network ID; it is not a secret and can be shared with support.
- Accurate occurrence time and timezone.
- The
wwnetoutput from both endpoints for a connectivity issue.
Before submitting, check Troubleshooting by symptom and the command-line reference under Devices.
For a suspected configuration change, include the relevant record from Insights → Logs and the period selected; see Logs. For a billing issue, provide the purchase record and status, without payment credentials.
Collecting device state
On Linux and Windows, run the following command and provide the complete status table:
wwnet
It reports the client version, connection status, network name and ID, this device's network address, and one row per peer with its path type and health. On macOS and mobile apps, provide the version, network and device information from the status page. Review all information before submitting and include only what is relevant to the problem.
Share information safely
The client does not upload crash reports or error logs automatically. Start with the status, error code, occurrence time and timezone. Collect additional details if support requests them.
Do not share passwords, verification or recovery codes, private keys or payment information. Check screenshots and logs for unrelated personal information before sending them.
Quick troubleshooting
| Symptom | Check and action |
|---|---|
wwnet reports background service not running |
Inspect the platform service first; see Troubleshooting |
A value in the table reads unknown |
The device cannot determine it yet; include the table as-is, it is still useful |
| Support cannot locate the event | Add the exact time, timezone, network ID and both endpoint states |
| You need to report a vulnerability | Stop pasting details into live chat and use the security policy channel |