Support Hub FAQs

Registration & login

I am not registered yet to the Waze Ads Support Hub, what can I do?

If no one in your company has access to The Waze Ads Support Hub, please reach out to your Waze Account Manager. If your company already has access, request a team member with an Administrator access to create a user for you.

In both scenarios you will receive a welcome email. Open it, click on the invitation link, and create your password.

What if I want to add/remove a user from my account?

If you have Administrator access, you should see a Manage your account & users card on your homepage.

There, you should select the account you want to add or remove a user from. Here’s how:

To remove users: Please reach out to your Account Manager or write an email to wazeads-supporthub-help@google.com. We are working to add a new functionality to let you remove users independently: stay tuned!
To add users: Click the Create new user button at the top right.

If you administer more than one accounts and you want to link the user you are about to create straight to another of your accounts, simply tick next to the relevant account under “Contact Role also in”

I forgot my password, what can I do?

Click Forgot my password and you will be able to reset your password with your email address.

What if I want to change my user profile type (i.e. from Manager to Administrator)?

Only Administrators have the ability to edit access levels. Please speak to your team administrator, or your Waze account team.

What’s the difference between the 3 user profiles?

Access Level/Abilities	View Information	Submit New Support Requests	Change Access Levels or Add/Remove Users
Read Only	✓	X	X
Manager	✓	✓	X
Administrator	✓	✓	✓

Visibility into cases

How will my Waze account team stay in the loop on my requests?

Your Waze account team will be CC’d every time our Support Team replied to your queries. They will have full access and oversight, allowing them to help you if needed.

What if I have an issue that needs attention from my Waze account team?

The Waze account team will be aware of all submissions and can step in to help anytime.

How will my colleagues stay in the loop on my requests?

To monitor the support requests you or your colleagues have submitted for your account, click on Track all your support requests.

Once there, you will be able to select which list of requests you would like to see:

All my requests: View all the requests you have submitted, both open and resolved.
All my resolved requests: View all the resolved requests you have submitted.
All my open requests: View all the open requests you have submitted.
My account resolved requests: View all the resolved requests that you and your colleagues have submitted.

My account open requests: View all the open requests that you and your colleagues have submitted .

Support availability

What do I have to do to access this support?

Sign in to The Waze Ads Support Hub.
Click Open a new support request.
Select the relevant brand for which you need guidance (if applicable).
Fill out the form and click Submit.

What hours is support available?

Support hours will vary depending on your region

France/Italy: Mon-Fri 09:00-18:00
United Kingdom: Mon-Fri 8:00-17:00
Singapore/Malaysia/Philippines: Mon-Fri 10:00-19:00
Indonesia: Mon-Fri 9:00-18:00
Eastern Standard Time: Mon-Fri 9:00-18:00
Brazil: Mon-Fri 10:00-19:00

What about urgent requests over the weekend?

Requests submitted during the weekend will be reviewed and worked on first thing Monday morning.

Can anyone log in and get this level of support?

This is a premium support service available to all Waze Ads customers and agencies working with a Waze account team.

To use the Support Hub, a login is required. If there is someone who needs access and cannot log in, please reach out to your Support Hub administrator or to your Waze account team.

What languages can I receive support in?

All support agents speak English. Additionally, we can support French, Italian, Spanish and Portuguese.

What if I have different Brands that run ads with Waze?

You will be able to select the relevant brand that you wish to receive assistance for. If there is a brand you need assistance with but you do not see it as an option, please reach out to your Waze account team.

Scope

What issues will the support team cover?

The support team is qualified to answer a wide range of issues:

Providing invoice copies
Billing accounts creation and updates
Providing user-flow/mocks copies
Updating locations
Fixing location issues
Changing/Swapping ads into live campaigns
Extracting reports

Note: The support team only provides troubleshooting or implementation support, and isn’t offering optimization advice or support. For implementing new campaigns or optimizing existing campaigns, please work with your account team.

What happens if a support request is out of scope?

We don’t expect this to happen often. However, should this happen, our support team will ensure your Waze account team, who are CC’d on all queries, help you as quickly as possible.

Service quality

What if I have an unresolved experience or need to escalate? What can I do?

We don’t expect this to happen. However, you can contact your Waze account team for any escalation or unresolved question. They will ensure the support team helps you as quickly as possible.

What if I have an issue with using the support hub?

If you encounter any issue with the Support Hub, please reach out to your Account Manager.