Help from our WeddingPro support team
When you have questions about your Storefronts, reviews or need help navigating through something, you need quick answers. So today, we have a roundup of questions our WeddingPro support team often gets. Read on for easy answers and bookmark this article in case you need to refer back in the future.
FAQs about logging into your accounts on The Knot and WeddingWire
Question: I forgot my username and/or password.
Answer: Everyone forgets a password or username from time to time and we can certainly help you log into your account when you do. Head to weddingpro.com and simply click on the “Forgot Password” button. To figure out your username, simply email WeddingPro support at email@example.com or call us at 877-331-7752 and someone from the team will help you retrieve it.
Question: I didn’t receive my password reset email.
Answer: If you didn’t receive your password reset email it most likely went to your spam folder, so we recommend checking there first. If it is not there, the next thing to try is “whitelisting” the email address. The reset link would come from (firstname.lastname@example.org); this tells your email server to trust these senders. Once you have done that, request the reset link again from your vendor login page and it should go through. If for some reason it does not, please contact our support team at email@example.com or call us at 877-331-7752 and someone will help.
Question: How do I add or remove a user to or from my account?
Answer: If you want to add or remove a user from your WeddingWire or Knot account, please email firstname.lastname@example.org or call us at 877-331-7752.
IMPORTANT: If you are trying to add or remove a user from your vendor account on The Knot and your account on The Knot is linked to your WeddingWire account, any changes you make via your account on The Knot will also happen to the user in your WeddingWire account.
How to report spam and about your spam filters
How do I report spam on The Knot or WeddingWire?
If you believe you have been contacted by a spam lead on The Knot or WeddingWire, you can block them from contacting you again by clicking on “Block this user” in your inbox. Additionally, you can reach out to our WeddingPro Support team at email@example.com or call 877-331-7752. Learn more about how to spot a fake lead or wedding scam here to better protect yourself from fraud.
A lead I received was marked as spam before I could reply but I didn’t mark it as spam. How did that happen?
We have strong spam measures in place in order to protect our vendors and deliver the best possible leads. Once a lead has reached a certain threshold of suspicion, it will be marked as spam and removed from your inbox. If you believe the lead is not spam, you can reach out to our WeddingPro Support team at firstname.lastname@example.org or call 877-331-7752 to retrieve their contact information and continue the conversation over email/call. If you do, please proceed with caution knowing our system flagged them as spam.
Note: If the lead came from WeddingWire, you can see the couple’s information within the lead email notification and in the lead details within your inbox.
How to update your account information
How do I update my market and/or location?
We’ll take care of that for you! Just contact support at email@example.com or 877-331-7752 and include the city, state, and zip code of your new location.
How do I update the credit card I have on file?
It’s easy to update the card you have on file. If you’d like to update your card on WeddingWire, simply log in and head to the billing section of your Storefront. If you do not see this option when you log in, please call our billing department at 855-514-8131 or email them at firstname.lastname@example.org.
If you only advertise on The Knot and would like to update the credit card you have on file, please call our billing department at 855-514-8131 or email us at email@example.com.
How do I update my contact information?
If you’d like to update the contact information in your vendor account on The Knot, simply log in and go to the “Contact Info” section that is under the Storefront tab of your dashboard. If you’d like to update the contact information in your vendor account on WeddingWire, simply log in and go to the “Business Information” section that is under the Storefront tab of your dashboard.
FAQs about your reviews on The Knot and WeddingWire
Question: How do I reply to a review?
Answer: We always recommend that you reply to your reviews (even if you have to respond to a negative review). When you get a new review on WeddingWire and want to reply, log in and go to the “Reviews” tab on your dashboard—just click “reply” under the review you want to respond to. When you get a new review on The Knot and want to reply, log in and go to the “Reviews” tab on your dashboard—just click “respond” under the review you want to respond to.
Question: How can I dispute a review?
This is the process you should follow if you would like to dispute a review that is left on either your WeddingWire or The Knot Storefront. First, log into your account and click “Dispute” under the review you would like to dispute (this tells us exactly which review is in question). From there, you want to submit the documentation that will help us investigate (this is a very important step so please don’t skip it). To figure out what type of documentation you should submit, re-read the review and figure out what the untrue statements are (unfortunately, we can not investigate any statements of opinion). Submit any documentation that supports the incorrect facts in the review (this can be a contract, emails or even text messages) by attaching them to your dispute request. We thoroughly investigate any dispute request and someone from the team typically replies to you within 2 business days of receiving the dispute.
Question: How many reviews do I need to win a Couples’ Choice Award or Best of Weddings?
To qualify for a Couples’ Choice Award on WeddingWire and a Best of Weddings award on The Knot, you will need to receive at least five reviews throughout the year on the respective site.
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