Human support that helps without taking control
Waylora provides human help through secure support threads with clear response expectations and no phone calls or remote access.
- No phone calls
- No screen sharing or remote access
- Written responses you can refer back to anytime
What human support means at Waylora
Human support at Waylora is not live chat, phone support, or screen sharing.
Instead, you get help through secure support threads. You describe the issue in your own words, upload screenshots if helpful, and receive clear written guidance from a real person.
This keeps your information safe and gives you instructions you can follow at your own pace.
How support threads work
You can submit a thread anytime. We respond based on your plan and current support volume.
Start a support thread
Describe what is happening in your own words.
Add helpful details
Upload screenshots or explain what you were trying to do before the issue started.
Get clear guidance
A Waylora team member responds with practical steps you can follow safely.
Support hours and response times
Threads can be submitted anytime. Response timing depends on your plan, the support window, and current volume.
Premier support hours
- Monday through Friday
- 6:00 PM to 10:00 PM Eastern Time
- Observes U.S. daylight saving time
- Excludes U.S. federal holidays
Faster responses during these hours
Typical response times
- Waylora Basics: 48 to 72 hours
- Waylora Plus: 24 to 48 hours
- Waylora Premier:
Faster responses during support hours
Typical replies: 2-12 hours, depending on volume
How video responses work
Video is used when it genuinely makes the steps easier to follow.
Some support questions are easier to explain visually.
For Plus and Premier plans, the Waylora team may respond with a short screen recorded video when visual guidance helps prevent confusion or mistakes.
Video responses are not automatic and are not provided for every support thread.
- Video responses are included with Plus and Premier plans
- Used when visual guidance is helpful
- Not guaranteed for every thread
- Always honored when reasonably requested
How support priority works
All threads can be submitted anytime. Priority determines who gets handled first.
Monthly help threads
- Basics: 2
- Plus: 3
- Premier: 3 priority
Queue priority
- Basics: Standard
- Plus: Ahead of Basics
- Premier: Top priority at all times
Video responses
- Basics: Not included
- Plus: Included when helpful
- Premier: Included when helpful
What human support does not include
- Phone calls
- Live chat conversations
- Screen sharing or remote access
- Taking control of your device
These limits exist to protect your privacy and security.
Need real help without the risk?
Choose a plan that fits the level of help you want.