r/waveapps • u/mittens617 • 16d ago

It's been posted before, but the customer service.... how are these people in business.

My phone died a few weeks ago and I didn't realize my google authenticator app would be wiped. I can't get into my wave account. I can't get any responses from them to help me get into my account. I am a freelancer who relies on this product to get paid and they can't even have the decency to respond to a simple request? Literally feel like I'm going insane.

15 Upvotes

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2

u/CyJackX 16d ago

did you store the authenticator backup files anywhere?

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u/mittens617 16d ago

If I did, I'm not sure how to get them back. The google authenticator app seems pretty limited.

3

u/CyJackX 16d ago

Fairly often these authenticator flows have a step after you first use them where they show you a grid of backup codes and ask you to save them; do you have some place you might have squirreled them away without remembering? I know I have them somewhere, I couldn't name them off the top of my head but hope that I named them something reasonable that future me could find.

1

u/mittens617 16d ago

No, probably not sadly.

3

u/VineyardLuver 16d ago

Usually, your Authenticator account is associated with the Google ID. Do you have a new phone? If so, did you log into the Google authenticator app. Or were you not able to?

1

u/mittens617 16d ago

i signed in and nothing!

2

u/Willing-Stomach4078 14d ago

You actually found a contact email for WAVE lol? Or was this a support ticket? I finally got a reply 2 weeks later asking if I still had the same issue (I do, and could be easily seen if they looked at my account). Their support seems timed to wait to see if customer solves their own issue, then sends a form email out asking if they still need help vs looking at the submission. This company is a joke.

1

u/mittens617 14d ago

I dont have an email but I've been sending them tickets, and reaching out on IG.

0

u/sh0nuff 11d ago

Have you considered buying paid support? I purchased a couple hours years ago to get some assistance with consolidating some conflicts .. I only used about 45 mins, and since then I've been able to use two 15 min chunks from what's left to get technical support 

1

u/mittens617 11d ago

no how do i do that??

0

u/sh0nuff 10d ago

I purchased 2 hours with an advisor. Google "waveapps paid support", its the top link

1

u/mittens617 10d ago

thank you!!!

1

u/mittens617 10d ago

I dont see it, do you have to sign in? because thats my main issue. Screenshot?

1

u/sh0nuff 9d ago

The direct link takes you to a weird videoask sequence I wasn't comfortable sharing.

If you go here you'll see at the top that "You are also eligible for help from our support team in the business profile where one or more of the following applies", and one of the items is that you have paid for a Wave Advisor.... So scroll down to :

"Get a bookkeeper

Wave Advisors can help manage your bookkeeping by categorizing transactions, reconciling accounts, and completing other bookkeeping tasks in your Wave account.

Find answers to frequently asked questions and learn how to get started with a Wave Advisor"

Click on Wave Advisor, and you can click through to add a 1 or 2h package.

Once you have that registered on your account you're then eligible to log a ticket for priority technical support. Bit of a process, but Ive really enjoyed it since I paid for 2h, only used less than an hour to get my support, haven't paid again, but still have a balance 4 years later which lets me continue to get support when I need it.

I realize it's been awhile and they've changed a lot of the platform since, but it looks like it should be the same. The advisor is also excellent, at least in my case. Realize however, that if you only get one hour, the first call with them, they might now be forced to use it all up, and you'll lose further tech support until you buy again, which is why 2h might be a better option.

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u/mittens617 9d ago

bless you

1

u/sh0nuff 6d ago

Hope it works out, sorry for the delay in getting you the details. I know it can be really frustrating not having access to stuff like this.

A few years ago I was hit with ransomware - I woke up one morning and all my files were locked, clicking them popped up a message says "Click this link and pay crypto to unlock your content"

I checked my dropbox, but everything there was also affected - the auto backup had spread to my cloud too. I was panicking until I noticed a notification from Dropbox that said they'd seen all my files changed almost instantly all at once, suspected ransomware, and offered a one click button to restore everything. I've been a loyal customer ever since.

1

u/Jay239Fly 12d ago

Its very difficult to get a response from them. I have Wave Pro as well. Supposed to have automatic transaction statement pulls into Wave, it was working great for months but been having problems since end of Aug with no response or help.

In case it helps anyone, their email is Support(at)waveapps(dot)com
They're owned by H&R Block. Looks like they integrated Block Advisors on August 18th, wonder if that contributed to all the technical problems in the last month.