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WalkMe stores your data in the region chosen during account setup.
We have data centers in the US and EU that follow local privacy and compliance laws. If you're not sure which region to select, check with your admin.
Our dedicated WalkMe Support team is always ready to assist with any technical questions or troubleshooting related to the WalkMe product. Support cases are managed through an efficient, user friendly ticketing system located in the WalkMe World Community.
Before creating a technical support case, we suggest exploring our amazing WalkMe World Community, and checking out resources like the Troubleshooting section in the Help Center. You may also find the following resources helpful:
We also highly recommend using the Flow Tracker tool for troubleshooting. It's a valuable aid designed to assist you in managing and resolving technical issues more effectively.
You can contact WalkMe Support by creating a case in the Community portal, chat, or in some cases, using WalkMe Builder Assistant or Issue Recorder.
Add collaborators (optional)
Once you submit a case, a case ID is assigned and you can track the case progress inside the ticket portal. All responses are updated to the case, and are also sent by email. See Managing and Tracking Cases.
Sometimes you have a quick question, would like a quick update, or you simply prefer chat as your communication option. Either way, we have you covered.
Quick access from the WalkMe Editor
WalkMe Builder Assistant helps builders when they encounter WalkMe items that aren't behaving as intended by helping to resolve the issue on the spot, or by submitting a report directly from within the Editor. It's recommended to use WalkMe Builder Assistant when possible as it shortens time to resolution by automatically creating information about the item.
Once a ticket has been created using WalkMe Builder Assistant, you can track your tickets in the Activity Board.
Not all WalkMe Builder Assistant tickets are routed to WalkMe Support but if a support case was opened, the case will also be added to the WalkMe World Support Ticket Portal.
The WalkMe Issue Recorder lets you open support tickets directly from the Flow Tracker while in Preview mode.
You can include a video screen recording of the issue reproduced, with optional audio included, as well as detailed logs.
Once a ticket has been created using WalkMe Issue Recorder, you can track your tickets in the Activity Board and the case will also be added to the WalkMe World Support Ticket Portal.
To view and track your open and closed cases:
In the My Team Cases tab, you can view all of the cases associated with your account, even if you didn't create the ticket.
The “Elaborate and provide steps to reproduce” field in the Contact Support form is your opportunity to add additional context and insight so that your Support Engineer can start investigating right away.
We recommend following this template by including the following information to speed up investigation:
| Priority Level | Description |
| P1 |
Critical: A main System functionality is inoperable such that critical business processes are paralyzed and no workaround exists. This applies to a production environment and indicates that the system is not loading or causing harm to the Customer's application or a system component is crashing repeatedly. |
| P2 | Serious: System is operative but degraded causing a significant impact on the business operation, or you are in jeopardy of missing business deadlines |
| P3 | Tolerable: The System is usable, non-critical functionality or components are affected and the issue does not represent a significant impact on operations. |
| P4 | Questions: Includes general questions, requests for documentation, or other non-critical system related issues. Operations are not affected. |
Yes, we recommend allowlisting the below domains specifically for Support:
Zoom chat:
Schedule Once (to view screen share availability):
View the full list of access requirements for WalkMe:
WalkMe Support will be able to assist you with technical issues and we'll also guide you in the right direction if you have “how to” questions.
For other topics, our team may directly connect you to a more relevant contact.
Please let the Support Engineer know and provide your range of availability. Our team will do our best to accommodate your request.
Our team is distributed globally in order the provide you the fastest response. If you would like your ticket to be handled within a specific timezone, please let your agent know within the ticket.
We aim to have each case be specific to a unique issue in order to maintain clear objectives and timelines.
To allow WalkMe Support to access your SAP-hosted account for real-time troubleshooting, your system admin (Admin user) needs to enable access in the Admin Center which is restricted by default. Go to Admin Center > Security > WalkMe Access, turn on WalkMe Access, set the time window, and optionally add an impersonation email. This must be done manually—WalkMe can't enable access for you.
Learn more from Access requirements for WalkMe SAP