Fernwayer's primary channel for reaching us is Chat.
Fernwayer Support does not offer phone or video support. Chat is monitored regularly and is our primary channel.
We monitor Chat throughout our working day, roughly 16 hours of daily coverage. We aim to respond within an hour. During weekends or Fernwayer holidays, it may take up to 12 hours. Your message won't be missed.
How Chat is organized
Chat lives inside your Fernwayer account, accessed by clicking the chat icon in the top right of the app or web. Inside the Chat tab, you'll see three kinds of conversations:
Support — one channel for any general support questions
Experience360 Support per Experience — one per Experience you have listed. This is where you and Fernwayer discuss anything about that specific Experience, or where you need immediate help
Traveler channels — one per booking. See Preparing for the Booking and Communicating with Your Traveler for more on communicating with Travelers
Fernwayer notifies you by email when a new message arrives. To respond, click on the Reply button on the email that takes you to your Chat in your Fernwayer account.
When to contact Fernwayer Support
Message Fernwayer Support in your Experience360 Support channel for anything related to that Experience.
For questions that aren't Experience-specific — billing, account settings, general platform questions — send a message to the Support channel in Chat, or reach out to your Fernwayer contact directly.
What Support helps with:
Billing and payouts — questions about Stripe, fees, payment timing
Cancellations, reschedules, and party changes — anything that needs to happen on the back-end
Listing questions — edits to your Experience, availability, pricing, images
Traveler issues that need Fernwayer's involvement — safety, disputes, complaints
Platform questions — how features work, policies, best practices
If a Traveler asks you something Support should handle
Sometimes Travelers direct questions to you that only Fernwayer Support can answer — questions about billing, payment timing, refunds, or platform issues. If that happens, let the Traveler know that Fernwayer Support handles those directly, and route the question to Support yourself if needed.
If Chat isn't the right channel
For anything that genuinely needs a phone or video call — a complex issue, an urgent situation, or something that would take a long time to type — let Support know in Chat. If a call is the best way to resolve it, our team will initiate one.
You can also reach out via email to your Fernwayer contact.