How to reach Newbookclloud support
The fastest route
Email support@newbookclloud.org from the email address associated with your Wubook Login token. That single move short-circuits our authentication step and gets you a reply in under 4 hours during business hours, next business day otherwise. Weekend tickets are triaged first thing Monday morning.
What to include in your first message
Four things speed the response up considerably:
- Your property name as registered on Wubook — for example "Trastevere Suites Rome".
- The module you are asking about — for example "Channel Autopricer for Wubook ZAK".
- The relevant reservation ID or date range — for example "reservation ID 4587294 on 12 April".
- What you expected vs what happened — for example "I expected the arrival digest at 07:00 but nothing arrived until 09:15".
What we cannot help with
We cannot help with anything happening inside Wubook itself — Wubook Login password resets, adjusting your Wubook subscription, 2FA on wubook.net, or Wubook API rate-limit disputes. Those are Wubook s.r.l. matters — their support desk is at support.wubook.net. What we can do is help you frame the ticket to Wubook in a way that shortens their response time.
Severity levels and SLA
P1 (module down, cannot recover): response under 30 minutes during business hours, under 4 hours overnight. Includes a phone call from Marco or Sofia if we cannot resolve by email.
P2 (module producing wrong output but usable): response under 4 hours during business hours, next business day otherwise.
P3 (general question or how-to): response within one business day.
Alternatives to email
Phone at +39 06 4547 8291 during business hours. The line is picked up by a human — usually Sofia or one of our two support agents Emanuele and Chiara. We do not use interactive voice response menus.
Bug reports
If you find a bug that is reproducible, write to support@newbookclloud.org with the steps and — if you can — a screenshot of the module dashboard at the time of failure. Reproducible bugs are usually fixed within a fortnight and we send you a confirmation email when the fix ships.