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Samwell

Support

A question, a sign-in problem, a lost phone? Here is how to get help.

  • Support Monday to Saturday, 9 a.m. to 5 p.m.
  • An answer within 1 business day
  • In English or French, your choice
  • Included in the plan, at no cost

Contact support

No sign-in needed. Describe the situation and we will answer by email.

What you were trying to do, the message displayed, the device you used. Never include a sign-in code or a social insurance number.

A Canadian or US number, for example 613-555-0123.

We use this information only to answer your request. Details in our privacy policy.

By phone

Call us at (647) 874-2331, Monday to Saturday, 9 a.m. to 5 p.m. Eastern Time.

By email

Prefer email? Write to [email protected]. For a faster answer, include:

  • the name of your organization
  • the device you used: the phone app or the website, and the browser
  • what you were trying to do and the message displayed

We will never ask you for a sign-in code, a two-step verification code or a social insurance number. Do not send them to anyone.

I lost or changed my phone

Your two-step verification is tied to the authenticator app on your old phone. To regain access:

  1. Ask someone who manages your organization’s settings to reset your two-step verification.
  2. They do it in your staff profile, “Access and privacy” tab. They must first confirm that the request really comes from you.
  3. At your next sign-in, you set up a new code on your new phone.

The reset applies to your account: if you belong to several organizations, you set up a new code only once. If no one in your organization can do it, email us at [email protected].

Frequently asked questions

I do not receive the sign-in email.

Wait a few minutes and check your junk mail. The link and the 6-digit code work only once; request a new one if needed.

The link in the email does not work.

The link only works in the browser that requested it. Anywhere else, for example on your phone, enter the code from the same email instead.

How do I change the language of Samwell?

In My profile, choose English or French. Your Samwell emails follow the same language.

How do we get all of our organization’s data?

Someone who manages the settings can download the full export at any time, from Settings.

Who sees my personal information?

Only the people whose role allows it, in your organization. The details are in our privacy policy.