Customer Support Policy

Updated

At Webflow, we’re committed to helping our customers build, manage, and optimize their websites with our Website Experience Platform (WXP). Our dedicated support team is ready to ensure Webflow’s tools work correctly and that you have the best possible experience. However, some requests may require specific permissions or fall outside the scope of our support.

This policy explains what Webflow support covers, who can request support, and how to get help. We strictly adhere to these policies to ensure that we provide timely, informative responses and the best service possible.

What Webflow support covers

Webflow’s support team can help with the following:

Account access issues

If you can’t log in, we can help you regain access to your account once you verify your identity. You’ll need access to the primary email address associated with your account for such account-related requests. If you no longer have access to that email, see what to do if you lose access to the primary email linked to your Webflow account for email recovery options.

Billing support

Have questions about subscriptions, payments, or invoices? We can help as long as you’re a Workspace owner or admin of the billed Workspace.

Account and Workspace Dashboard help

Need help managing account or Workspace settings? We’ll address any concerns and provide guidance.

Platform tools and functionality

Trouble with Webflow’s core features and tools like the visual canvas, CMS panel, optimization tools, or Site settings? We’ll troubleshoot and do our best to fix any issues. If you’re experiencing any strange behavior, let us know — we’ll investigate right away!

Site hosting, performance, and uptime

If your published site isn’t loading on your custom domain as expected, we’ll check your custom domain settings and investigate any possible issues. You can also check Webflow’s status page to determine if your site’s issue is a Webflow-wide outage.

What Webflow support doesn’t cover

While we’re committed to helping you launch your site and ensuring your published site runs without issues, some areas fall outside the scope of our support:

Custom code, DNS, SEO, and third-party integrations

You are responsible for implementing and maintaining custom code (e.g., JavaScript, CSS) and integrations with third-party services. Webflow does not provide support for issues arising from such customizations or external integrations (visit Section 2 of our Product Terms).

You can use the following resources from our Help Center to troubleshoot any of the above issues:

You can also post your issue in the Webflow forum help pages:

External hosting and exported code

Once code is exported from Webflow, you are responsible for its integration and maintenance on other platforms. Webflow does not support issues related to exported code used outside our platform.

You can use the following resources from our Help Center to troubleshoot any issues with exported code:

Design, UX, interactions, or branding questions or consultations

Though we’d love to help with every design question we get, we’re unable to provide feedback or guidance on design aesthetics, branding, or UX strategies. For assistance in these areas, consider engaging with the multitude of talented designers in the Webflow community or hiring professionals.

You can use the following Webflow forum help pages to seek help with these topics:

Marketplace support (e.g., Templates, Libraries, Apps)

Webflow does not provide support for third-party Templates, Libraries, or Apps available in the Webflow Marketplace (visit section 4 of our Product Terms).

For issues with Marketplace products, please contact the product provider directly. You can find support details on the respective product listing in the Webflow Marketplace.

Webflow Labs services

Features and services offered under the Webflow Labs Program are experimental and provided ‘as-is’ and ‘as-available,’ without any warranties of any kind. Consequently, Webflow has no responsibility to provide for the Webflow Labs services (visit Labs terms).

Issues caused by external factors, third-party tools, malware

If an issue is caused by a third-party integration or browser extension, we recommend disabling extensions, testing in incognito mode, or reaching out to the provider of the integration. We advise you to ensure your systems are secure and up-to-date. You can also consult the Webflow Forum for troubleshooting advice from other users.

Are you experiencing issues with Webflow Apps? Report them to us.

Self-service and additional resources

Even though we can’t provide support for the above mentioned areas from our help desk, you can always find guidance, advice, and help with issues through Webflow’s self-service resources:

  • Help Center — Go-to resource for guides, tutorials, and troubleshooting tips to help you build and manage projects with Webflow
  • Webflow University — Tutorials and in-depth courses on all Webflow features
  • Webflow Community Forum — A community-driven space where users can ask questions, share expert tips, and collaborate on Webflow-related topics
  • Certified Webflow Partners — Hire a freelancer or find an agency to help with your next site build

How to contact support

Via the Webflow Support Portal

Webflow primarily accepts requests for support through the Webflow Support Portal. Due to the complex nature of the questions we receive, we do not provide phone or video call support (except for Enterprise customers).

Webflow Support responds to these requests via email, as we’ve found that written communication lets us provide better quality assistance. Email support helps us:

  • Better understand your concerns by allowing you to share links, screenshots, and detailed descriptions
  • Improve troubleshooting accuracy so we don’t miss any disclosed details
  • Keep detailed records about your account and issues in a single place, ensuring faster and more effective assistance
  • Communicate clear instructions with supporting resources like screenshots, videos, animated GIFs, and annotated graphics
  • Ensure problems are fully addressed and resolved without anything getting lost in translation, especially when escalating details to engineers or other teams
  • Provide a permanent reference for you to revisit instructions and resources at any time

Via chat

Our AI Support Assistant can help with many of your questions, but please double-check its responses, as it may occasionally make mistakes. If you need additional assistance, a Live Agent may be able to help. However, Live Agent support may not be available for all queries at all times of day.

Who can contact Webflow Support

If you need help with your Webflow account, Workspace, or sites, we can provide support to the following users who have submitted a request via the Support Portal while logged into the correct account:

  • Account owners requesting assistance with their Webflow accounts
  • Workspace owners and admins requesting assistance with the Workspace or any sites within that Workspace, including billing support

If you are not the account owner or a Workspace admin, we cannot provide direct support. Please contact the Workspace owner or an admin for assistance.

If you need help with a payment made to Webflow but do not have the above mentioned permissions, you can still contact us. We’ll help you once you complete our security protocol.

If you can’t log into your account, please submit the Account Recovery Request form.

Last but not least…

Please, remember that we are humans over here (not robots) who care about your success! We’re eager to help you, and we do our very best every day to ensure Webflow is running smoothly so you can create your best designs. Thank you!

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