CONTACT AND SUPPORT
We’ve compiled the most frequently asked questions here to guide you step by step. If you need to submit a report to us, please include all the required information right away: this will allow us to take charge of your case and resolve it as quickly as possible.
These are the cases for which we receive the most requests. Open yours to see what to do. When you need to contact us, please send a complete request: if it contains all the necessary information, we’ll process it right away, without any back-and-forth emails.
If you haven’t completed the payment, the issue can be resolved more quickly and in a different way than if the purchase had already been completed. The procedure is described here: You selected the wrong package before making the payment
Once payment has been made, the request is forwarded by support and may result in a refund. Here are all the steps: You’ve already purchased the wrong package
Before you contact us, please check these three things:
If you still don’t receive the code, use the contact form and select “Technical Support for the Website.” Complete Guide: You Didn’t Receive the OTP Code
The WAI ID is the code that identifies your account; it consists of 5 or 6 digits. You can find it by logging intoyour personal account, in the “Personal Information” section.
Keep it handy when you contact us: it speeds up every request. Complete Guide: What Is a WAI ID and Why Is It Important?
Fill out the contact form at the bottom of the page:
Complete Guide: Updating Passport Information
Fill out the contact form at the bottom of the page:
Complete Guide: Correcting Your Date of Birth
Fill out the contact form at the bottom of the page:
You will receive a confirmation email. Complete Guide: Correcting the Start Date
Fill out the contact form at the bottom of the page:
This is the date you expect to submit or renew your permit application. Before contacting us, please review your case: What does the “Estimated Permit Application Date” mean?
These requests cannot be submitted through the contact form; they must be completed in your personal account or on the dedicated portal.
You can renew your subscription in the “My Packages” section of your account.
You can submit the request from your personal account, under “My Packages” > Refund, by attaching the required documentation.
Claims and requests for reimbursement of medical expenses should be submitted through the dedicated insurance portal, not through WAI customer service.
The same sections you’ll find in the Help Center, along with the most popular guides for each one.
Entry Visa: Requirements, Documents, and Procedure.
Residence Permit: Application, Renewal, Denial.
What each package includes, how to sign up, and how to renew.
Registration, accounts, and data correction. The procedures are listed further up on this page.
When it is due, how to submit the application, and why it may be rejected.
Claims and medical expenses: These are managed on the dedicated insurance portal.
What is a complaint, how do you file one, and what to do if you don’t receive a response.
Above are the most popular guides. The Help Center contains them all and allows you to search by keyword.
Before submitting your request
Reimbursement requests and renewals—which are submitted through the personal account area—and claims—which are submitted through the dedicated insurance portal—are not handled through this module.
