I’ve been a Wix Partner for many years, and I’m currently a Wix Legend Partner. I’ve built and managed many client websites using Wix, and I’ve always appreciated the platform and what it allows us to create.
However, there’s one area where I feel Wix has taken a serious step backward: customer support, especially for experienced Wix Partners.
I want to share my recent experiences, not to attack Wix or its support agents, but because I genuinely care about the platform and believe this is something Wix needs to address.
1. What happened to the support ticket option?
Phone support has never been available to me (not supported for my country!), but at least I used to have the option to submit a support ticket (Ticket via email), explain my problem, attach screenshots, and continue working while waiting for a response by email.
That worked perfectly fine for my workflow.
Now, that option is gone, and I’m left with live chat.
Recently, I’ve experienced waiting times of up to 30 minutes just to connect with an agent, followed by another 10–20 minutes of conversation, only to be told that my issue needs to be escalated and someone will get back to me.
That’s potentially 50 minutes spent reporting a bug!
As a professional managing multiple client websites, I simply cannot afford to sit in front of my computer for that long just to report something that could have been submitted through a ticket in five or less minutes.
Also, Wix support live chat will dissconect me if I left it open without replying to the agent messages even when explaining everything in my first message which forces me to stay in front of my computer for a long time to get my inquiry confirmed and submitted.
Why remove a support option that worked so well for professionals?
2. AI is making support more complicated, not easier
I understand why Wix is investing in AI, and I have nothing against using AI to help customers.
But there is a difference between someone who needs help figuring out how to move a button and an experienced Wix Partner trying to report a genuine platform bug or provide a valueable user-experience feedback.
When I clearly explain that I need to speak with a human because I’ve identified a technical issue, I shouldn’t have to go through an endless AI conversation before reaching someone.
Experienced Wix users can usually recognize when something is a platform bug rather than a lack of knowledge about how to use a feature.
AI should make support more efficient, not become another obstacle between professionals and the help they need.
3. Human support doesn’t always understand who they’re helping
Another frustrating experience is finally reaching a human agent, only to be asked basic troubleshooting questions such as:
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Have you cleared your browser cache?
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Which browser are you using?
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What operating system are you using?
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Have you tried another browser?
Of course, these questions can be useful for beginners.
But as someone who has worked with Wix for years, I’ve usually tested these things long before contacting support.
Even more frustrating is being asked, “How can I help you?” after I’ve already provided a detailed description of the issue, screenshots, and all the necessary information before joining the chat.
It makes me wonder whether the information I’ve submitted is actually being reviewed.
I don’t expect every support agent to know everything. But I do expect a support system that recognizes the difference between a beginner asking a basic question and an experienced Partner reporting a technical problem.
4. Promises to follow up that never happen
This is probably my biggest concern.
I recently encountered a bug involving Wix Restaurants and contacted support about it twice.
Two separate support requests for the same issue.
The first case was closed without any reply.
The second case remains open, and I still haven’t received a response.
How am I supposed to explain this to my clients?
I’m the person who recommended Wix to them. They trust my expertise and my recommendation. When something breaks on their website because of a platform issue, they expect me to help resolve it.
But what can I do when the platform’s own support team doesn’t follow through?
A promise to escalate an issue or get back to a customer should mean something.
5. This affects our businesses, not just our patience
For Wix Partners, support isn’t simply a convenience.
It’s an essential part of our ability to serve our clients.
We build websites, recommend Wix, help businesses establish their online presence, and continue managing those websites long after launch.
When something goes wrong, our clients don’t contact Wix first. They contact us.
Poor support slows our workflow, makes technical problems harder to resolve, and can affect the trust clients place in our recommendations.
And that’s what concerns me the most.
6. Wix Partners need professional-level support
I believe Wix needs to reconsider how it supports experienced users and professional Partners.
The current support experience often feels designed primarily for DIY website owners who need help learning the platform.
There’s nothing wrong with that. Those users deserve excellent support too.
But professional Wix Partners have different needs.
When an experienced Partner contacts support, there’s a good chance they’ve already investigated the problem, tested possible solutions, and determined that the issue requires Wix’s involvement.
I’m not asking for special treatment simply because I have Legend status. I’m asking for support that matches the technical knowledge, responsibilities, and needs of the professionals using the platform every day.
At a minimum, I would love to see:
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The return of direct support ticket submissions.
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A more efficient way for experienced Partners to report confirmed or suspected bugs.
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Better access to knowledgeable technical support agents.
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Clear escalation procedures for platform-related issues.
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Reliable follow-ups and accountability for unresolved cases.
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AI assistance that recognizes when it’s time to connect a user with a human.
Final thoughts
I still value Wix and the opportunities the platform provides. That’s exactly why I’m sharing this.
A great website-building platform needs equally reliable support behind it.
Wix Partners are not just customers. We’re professionals who recommend the platform, build businesses around it, and help Wix reach more businesses worldwide.
We need to know that when something goes wrong, Wix has our backs.
I’d genuinely like to hear from other Wix Partners:
Have you noticed a decline in Wix Support recently? Are you experiencing similar problems with AI, live chat waiting times, technical expertise, or unanswered support cases?
And if anyone from the Wix team is reading this, I hope you’ll take this feedback as an opportunity to improve something that matters enormously to the Partner community.
I’d love to hear everyone’s thoughts.