Priority WhatsApp support is on the Excellence plan only. It is a button on the Support page inside your account that opens a WhatsApp chat with the team, with your name, your email address, your plan and your event details already written into the message. On a Free or an Essential account the button is not there at all. Every account, free ones included, can open a support ticket instead, and that is the same team answering.
What the button actually does
It drafts the first message for you. When you tap it, WhatsApp opens with the text already in the box: who you are, the email address on your account, which plan you are on, and your event date and venue if you have entered them. Nothing is sent until you press send yourself, and you can delete any of it or write over it before you do.
That sounds like a small convenience. It is not really about typing. The first two or three messages of almost every support conversation are identification: which account is this, which invitation are we looking at, and when is the day. Those messages cost nothing to write and a surprising amount to wait for, because each one is a round trip, and a round trip between two people in different time zones can turn a one-line answer into tomorrow’s answer. Starting the chat with those details already attached removes them.
Why the same question costs more in the last fortnight
Six weeks out, a reply on Monday is fine. Ten days out it is not, and the reason is never the question itself. It is what is sitting behind it. Your caterer wants final numbers on Tuesday. The venue needs the table plan before the florist can quote. You had set aside Friday evening to send the invitations because it is the one night this month you are both free and neither of you is driving. A guest has written to say the link opens on a blank screen, and until somebody at our end looks at it, you do not know whether that is her handset or the whole list.
So the cost of a two day wait is not two days. It is a table plan you submit half guessed, or a Friday evening that turns into a Tuesday lunchtime, or forty-eight hours spent not knowing whether one guest is stuck or all of them are. Planning timelines compress towards the end, and the same question that was an errand in June becomes a blocker in August.
Treat the next three dates as planning conventions rather than anything we have measured: invitations tend to go out four to six weeks before the day, RSVP deadlines tend to sit two to three weeks before it, and caterers tend to want final numbers about a week to ten days out. Your own suppliers’ contracts override all three. Write them down early, because they are what decides whether a slow answer is an annoyance or a problem.
What everybody else gets, and why it is not the poor relation
Tickets are not a paid feature. Sign in, and the button for a new one is on the same Support page, whatever plan the account is on. An account that has never paid us anything and has not sent a single invitation can raise a ticket, attach a screenshot, and get a reply from the same people who answer the WhatsApp chat.
For a whole category of problem, a ticket is genuinely the better route. Anything that has to be looked at rather than described belongs where you can attach an image and where the thread stays in one place: a design that renders oddly on one guest’s phone, an RSVP that is not behaving, a page that shows something you did not expect. A chat message that says the RSVP button is not working starts the same three questions that a screenshot answers on its own.
- Describe what you were trying to do and the point at which it stopped, and quote any error text exactly as it is written on the screen.
- Paste the address out of the browser bar. It says which invitation and which page, and a screenshot alone often does not.
- Tell us which handset and browser it happened on, and whether the person reporting it was you or a guest on something else entirely. Behaviour that is fine on one combination is not always fine on another.
- Ask one question per message. Two questions get one answer.
That advice holds in both lanes. The priority button shortens the path to us, not the conversation once it has started. A vague message on WhatsApp still takes several exchanges to resolve.
What priority support is not
It is not a phone line for your guests. The chat is tied to your account, and your guests have no account, so when a guest cannot get the RSVP form to submit, the person she has to tell is you, and you are the one who brings it to us. It is not a way to jump the design queue either. If your invitation is being designed for you, that work takes the time it takes, and a message asking for it sooner does not move it.
And it is not a planner. We can tell you what your dashboard is showing and why. We cannot tell your caterer anything, we cannot chase a cousin who has read the invitation and not replied, and we cannot make a guest with an old handset see the invitation the way you designed it. When something is not ours to fix, we will say so in the first reply, because a flat no you can act on this afternoon is worth more to you than a courteous holding message.
Whether it is worth upgrading for
On its own, no. Excellence exists because we design the invitation for you rather than handing you a template to fill in, and that is the question to decide on. Priority WhatsApp support comes with the plan. It is not a reason to buy the plan, and we would rather say so than watch someone upgrade for a support button and feel misled. If you are weighing the two paid plans, weigh them on who does the design work, and look at what each one includes on the pricing page.
If you are already on Excellence, use it, particularly in the last fortnight. And nothing about asking us a question requires an account at all. Ask about the plans, about guest numbers, about how long a custom design takes, or about whether this suits the event you are actually planning. Those answers are cheap while the invitation is still an idea and expensive once it has been built around a wrong assumption. The contact page is open to anyone.
Frequently asked questions
Is priority WhatsApp support included on the Essential plan?
No. It is on Excellence only, and the button is not rendered on Free or Essential accounts, so it is not something you can stumble into. Support tickets are the route on every other plan, and any signed-in account can open one.
Do you promise how quickly you will reply?
The ticket form inside your account says we typically reply within one business day, and that holds on every plan. We have not published a separate turnaround for the priority WhatsApp chat, and we would rather not invent one. What priority gives you is a shorter path to the team with your details already attached, not a guaranteed reply within a stated number of hours.
Can I message you before I pay for anything?
Yes. The priority button lives inside a paid account, but pre-sale questions do not need an account at all. Ask on the contact page, and say what your event is and when it is so the answer is useful first time.
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