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Frequently asked questions (FAQs)
Frequently asked questions (FAQs)
Updated over a week ago

Frequently asked questions (FAQs)

What is my Whispir username?

Your company administrator can assist with finding your username. If they can’t help, contact the Whispir Support Team (support@whispir.com).

How do I change my password from within Whispir?

  1. Go to the Profile sidebar.
    If you can’t see it click the user profile icon on the User Options toolbar at the top of the Whispir window:

    user profile icon

  2. Click Change password.
    The Change Your Password page opens.

  3. Type your current password and then type your new password and repeat it.

    Note: The maximum length is 32 characters.

  4. Click Save.

If you're having difficulty changing the password, check that the username and the old password are correct.

If you still have problems, contact the Whispir system administrator, or alternatively contact the Whispir Support Team (support@whispir.com).

How do I change my password from the Whispir login page?

On the Whispir login page click Forgot password?, enter your username and email address and click Send me my login details. An email containing a new temporary password will be sent to your nominated email account. Once you log in with the temporary password you’ll be prompted to change it.

If you continue to experience difficulties logging in contact your company administrator. Provide them with the URL you're using to log in and your username and they can reset your account. Alternatively contact the Whispir Support Team (support@whispir.com) with the same details.

Why am I automatically logged out of Whispir?

For security purposes Whispir automatically logs you out of your session if you’ve been away from your web browser for more than 30 minutes.

If this is not the case, you may need to clear your web browser cache and cookies to ensure your browser is accessing the most current version of the page.

If you would like to change the time period until users are automatically logged out, contact the Whispir Support Team (support@whispir.com).

How do I clear my browser cache and cookies?

Over time all web browsers have some difficulty displaying web content and have problems with speed and performance quality. These can be fixed by periodically clearing the information held in the browser's cache and cookies.

Options for clearing the cache and cookies vary depending on the browser you're using (for example, Internet Explorer, Mozilla Firefox, Chrome or Safari). Generally a browser’s Tools or Preferences settings contain options to clear recent history and delete cache and cookies history. Search your browser’s online help to find the specific steps.

Why isn't my email/web message formatted the way it looked in Whispir after I have sent it?

Often this issue is due to invisible formatting characters existing within message text. These can be inadvertently added by copying and pasting text from other sources such as word processing software like Microsoft Word. If you need to copy text from other sources we recommend you first paste the text into a text editor (such as Microsoft Notepad) to remove invisible formatting, then copy and paste the ‘clean’ text into the Whispir message body.

Can I copy and paste into my Whispir message?

We don't recommend it.

Why does an email sent from Whispir have ‘on behalf of’ in the sender information?

Some email packages show the full sender information of an email. This may include a segment such as ‘on behalf of’ with the Whispir user's sender email address. As a service provider Whispir must send this information as part of the message header information. It’s not possible to remove it.

Using a message alias can provide message recipients with more information about who the sender is if necessary. See Configure message aliases.

How can I see what distribution lists a contact is on?

There are two way to see what distribution lists a contact is on:

  • Open the Contact List page at the View Contacts view, find the contact, select the check box beside their name and click Map Space to see all the current distribution lists they’re on

  • Export the Contacts & Users within Distribution Lists report. (Open the Workspace menu and under Reports click Contact Reports.)

One of my recipients hasn't received an SMS and the status page says Sent or even Received. What can I do?

There are many reasons why an SMS might not be received on a mobile device. See Troubleshoot SMS delivery.

I have a question OR something’s not working as expected. How do I contact Whispir support?

For urgent issues please call the Whispir Support Team directly. For all other issues and enquiries send an email to support@whispir.com and a ticket will be raised, allowing you to track the request.

Note: Your company's Service Level Agreement with Whispir outlines issue severity and turnaround times. If you're experiencing an issue, to assist our support team with troubleshooting please provide as much information as you can when you log your request. For example, provide:

  • an explanation of what you expected to happen, followed by what is actually happening

  • details to find the issue, such as the exact message send date and time, the workspace name and the page you're looking at

  • the steps you were performing when the issue occurred (in case the Support Team needs to replicate the issue)

  • what actions you've taken troubleshoot the issue.

If relevant please provide written permission for our Support Team to access your account to aid troubleshooting.

Contact details

Calls within Australia: 1300 WHISPIR (1300 944 774)

Calls within New Zealand: 0800 WHISPIR (0800 944 774)

Calls within Singapore: 800 186 1114

Calls within the Americas: +1 844 944 7747

International calls: +61 3 8630 9900

Email: support@whispir.com

YouTube channel: https://www.youtube.com/user/WhispirTV

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