What to Do When Things Go Wrong
Reading time: 7 minutes
We know that unexpected things happen—and that's okay. This guide was created to help you and your team handle unexpected situations, like check-in errors, user inquiries, or last-minute issues, with confidence and clarity.
Since we want you to have the best experience as our partner, we analyzed the main reasons our partners contact our support team. We want to help you find the answers you need quickly and independently, directly on our platforms.
Below, we explain how you can get information on each of these topics.
our contract, signed at the beginning of our partnership, establishes the foundation of our collaboration. To review the active commercial conditions for your business, you can access the Partner Portal > Partnership at any time. Many general questions about clauses and terms can also be answered in our Help center.
Payments are made monthly, around the 15th (or the next business day), and the amount you receive per check-in is calculated based on the prices of the plans you offer at your facility.
- Where can you check your earnings? You have full access to your payment history in the Partner Portal, under the Finance menu. In the Reports menu, you can view the history of payments, check-ins, and visitors, as well as download the files for your analysis.
- Need more details? Our Help Center has detailed articles on how payouts work and what to do in case of zero-value check-ins.
Keeping your information updated is crucial for smooth operations. In the Partner Portal, you can easily manage your business information. Access the portal to check and update:
- Registered bank account (in the Settings) menu.
- App Content (photos, hours, and information that users see in the Wellhub app).
- Connected devices for check-in validation (in the My Devices menu).
Difficulties with check-in validation or questions about the process can happen. To help you, we've created a complete section in the Help Center dedicated exclusively to Check-ins, covering everything from manual validation in the portal to how retroactive check-ins work.
If you decide to end the partnership, the request process is structured to ensure everything is handled correctly. In our Help Center, you will find an article with a step-by-step guide and the link to the form that must be filled out. After submission, our support team will contact you via email within 7 business days to begin the offboarding process.
Main contact reasons
How to get help: The right channel for every need
With simple actions and access to the right support channel, we can turn challenges into opportunities to build trust with members. The Help Center is your primary source of information, available 24/7 with answers to the most common questions.
Remember: your support will be faster once you have all the information and evidences required beforehand. Example: always have your Partner ID number ready to share so we can easily identify your business and address to the correct team.
For Immediate Answers: Start with the Articles
Before opening a ticket, we recommend exploring our articles, as many processes and questions about payments, check-in validation, and contract details are already explained in step-by-step guides.
- Best for: Finding immediate answers about processes, Partner Portal features, and Wellhub policies.
- How to access: Directly through your Partner Portal > Help.
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For Quick Assistance: Talk to the Chatbot
If you didn't find what you were looking for in the Help Center, our automated assistant, the Chatbot, is the next step.
- Best for: Direct questions that need a quick, automated response.
- How to access: Available on the Help Center and in the Partner Portal.
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For Complex Issues: Speak with Our Team
When your question requires analysis from one of our specialists, we have direct contact channels. Our partner support team is ready to help, with 85% of tickets resolved in less than 24 hours.
- Request submission (Email): This is the best path for issues that are not urgent but require a detailed investigation.
- Best for: Complex questions about payments, analysis of contract clauses, or user feedback that needs attention.
- How to access: Available on Help Center.
Our commitment is to offer the support you need to succeed.
Choosing the right channel not only speeds up the resolution but also strengthens your partnership with us and the trust of your members.
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