// PARTNER ACADEMY
// PARTNER ACADEMY
PLATFORM TOOLS & RESOURCE
Get the right support at the right time
Unexpected situations happen — a check-in issue, a payment question, an update that needs to go through urgently. Knowing exactly where to find answers, and which channel to use, means faster resolution and less disruption to your operation. This page walks you through the five topics partners most frequently ask about, where to self-serve each one, and how to choose the right support channel when you need more help.
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Where to find answers on your own
Where to find answers on your own
Most common questions can be answered directly through the Partner Portal or Help Center — no ticket required.
Most common questions can be answered directly through the Partner Portal or Help Center — no ticket required.
Contract
Contract
Your contract, signed at the start of your partnership, sets the foundation for your collaboration. To review your active commercial conditions at any time, access Partner Portal > Partnerships. The Help Center also covers the most common questions about contract clauses and terms.
Your contract, signed at the start of your partnership, sets the foundation for your collaboration. To review your active commercial conditions at any time, access Partner Portal > Partnerships. The Help Center also covers the most common questions about contract clauses and terms.
Payments
Payments
Payments are processed monthly, around the 15th of each month (or the next business day). The amount you receive per check-in is based on the plan prices you offer at your facility.
- Earnings history: Partner Portal > Finance.
- Payment, check-in, and visitor history (with file download): Partner Portal > Reports.
- How payouts work and how to handle zero-value check-ins: Help Center — Financesection.
Payments are processed monthly, around the 15th of each month (or the next business day). The amount you receive per check-in is based on the plan prices you offer at your facility.
- Earnings history: Partner Portal > Finance.
- Payment, check-in, and visitor history (with file download): Partner Portal > Reports.
- How payouts work and how to handle zero-value check-ins: Help Center — Financesection.
Payments
Payments
Payments are processed monthly, around the 15th of each month (or the next business day). The amount you receive per check-in is based on the plan prices you offer at your facility.
- Earnings history: Partner Portal > Finance.
- Payment, check-in, and visitor history (with file download): Partner Portal > Reports.
- How payouts work and how to handle zero-value check-ins: Help Center — Financesection.
Payments are processed monthly, around the 15th of each month (or the next business day). The amount you receive per check-in is based on the plan prices you offer at your facility.
- Earnings history: Partner Portal > Finance.
- Payment, check-in, and visitor history (with file download): Partner Portal > Reports.
- How payouts work and how to handle zero-value check-ins: Help Center — Financesection.
Profile and registration updates
Profile and registration updates
Accurate, up-to-date information helps members find you and ensures daily operations run smoothly. Review and update in the Partner Portal:
Accurate, up-to-date information helps members find you and ensures daily operations run smoothly. Review and update in the Partner Portal:
Registered bank account — Settings
App content (photos, hours, facility description) — App content
Devices connected for check-in validation — My devices
Check-in issues
Check-in issues
Questions about check-in validation, manual validation steps, or retroactive check-ins are covered in the Help Center — Check-ins section. This section walks through the full process from start to finish.
Questions about check-in validation, manual validation steps, or retroactive check-ins are covered in the Help Center — Check-ins section. This section walks through the full process from start to finish.
Contract cancellation
Contract cancellation
If you decide to end the partnership, the cancellation process ensures everything is handled correctly. Find the step-by-step guide and cancellation form in the Help Center. After submitting, the support team will contact you by email within 7 business days to begin the offboarding process.
If you decide to end the partnership, the cancellation process ensures everything is handled correctly. Find the step-by-step guide and cancellation form in the Help Center. After submitting, the support team will contact you by email within 7 business days to begin the offboarding process.
Choose the right support channel
Choose the right support channel
The Help Center is your primary resource — available 24/7. When articles don't fully answer your question, use the right channel for the situation. Before reaching out, have your Partner ID ready. It helps the support team identify your business instantly and route your request to the right specialist.
The Help Center is your primary resource — available 24/7. When articles don't fully answer your question, use the right channel for the situation. Before reaching out, have your Partner ID ready. It helps the support team identify your business instantly and route your request to the right specialist.
1. Help Center articles
1. Help Center articles
Start here. Step-by-step guides cover the most common questions about processes, Partner Portal features, and Wellhub policies.
- Best for: immediate answers and process walkthroughs
- Access: Partner Portal > Help
Start here. Step-by-step guides cover the most common questions about processes, Partner Portal features, and Wellhub policies.
- Best for: immediate answers and process walkthroughs
- Access: Partner Portal > Help
2. Chatbot
2. Chatbot
If the articles don't fully answer your question, the chatbot can handle a wide range of common questions instantly.
- Best for: direct questions that need a quick, automated response.
- Access: available in the Help Center and Partner Portal.
If the articles don't fully answer your question, the chatbot can handle a wide range of common questions instantly.
- Best for: direct questions that need a quick, automated response.
- Access: available in the Help Center and Partner Portal.
3. Contact the team
3. Contact the team
When your question requires a specialist, our partner support team is ready to help. 85% of tickets are resolved in less than 24 hours.
- Email / Ticket submission: for non-urgent issues requiring detailed investigation — payment analysis, contract clause questions, user feedback that needs attention.
When your question requires a specialist, our partner support team is ready to help. 85% of tickets are resolved in less than 24 hours.
- Email / Ticket submission: for non-urgent issues requiring detailed investigation — payment analysis, contract clause questions, user feedback that needs attention.
3. Contact the team
3. Contact the team
When your question requires a specialist, our partner support team is ready to help. 85% of tickets are resolved in less than 24 hours.
- Email / Ticket submission: for non-urgent issues requiring detailed investigation — payment analysis, contract clause questions, user feedback that needs attention.
When your question requires a specialist, our partner support team is ready to help. 85% of tickets are resolved in less than 24 hours.
- Email / Ticket submission: for non-urgent issues requiring detailed investigation — payment analysis, contract clause questions, user feedback that needs attention.
