WeWork FAQs

Mobile keycards can be turned on from the WeWork app by clicking “Account” in the bottom menu > Click “Manage Keycard” > Click “WeWork Mobile Keycard” > then go through the flow of activating Bluetooth & “Always Allow” Location permissions.

Mobile keycards are only available to members in select buildings that are equipped with Mobile Keycard readers. If you can’t see this feature, it means your building isn’t supported for mobile access yet. Stay tuned!

This feature is available only in select buildings (Salesforce tower - San Francisco, Chelsea - New York, 10 Devonshire Square - London). If your current membership includes access to the above buildings, then this feature is available to you. In general, Mobile Keycards do not change the buildings that you will have access to.

If your keycard is lost or missing, please inform the Community Management Team or your Primary Member immediately. A member of the team can replace your keycard at the community bar.

Please confirm with your primary member since a replacement fee will be applied to the company. Your local team can provide more information on the fee.

Please submit a support request, cc the Primary Member straight on the email chain to pass this over to the Community team.

The ability to set a specific temperature varies office-to-office depending on the heating, ventilation and air conditioning (HVAC) system and how it may affect neighboring offices in your temperature zone.

Please submit a support ticket if you would like your temperature adjusted and we'll do our best to accommodate.

Prior to submitting a HVAC ticket, we suggest the following so that we can ensure our HVAC systems are running effectively whilst also saving energy and our planet:

Check that doors and windows are closed.

Please do not use personal heaters, kettles or coffee makers if possible as these can increase temperatures and affect our HVAC systems.

Please check that temperature sensors are not blocked or next to sources of heat.

If you are working outside standard working hours, we try to save energy by altering the operation of our HVAC systems. Please contact your Community Team for more information.

Once you've activated Mobile Keycards, hold your phone within 2 inches of the readers for up to 2 seconds and wait for the beep and green light. Then just open the door! Your existing WeWork access card will still work to open doors in the office.

The WeWork app needs to run in the background in order for Mobile Keycards to function. By selecting “Always Allow” location permissions, you are keeping the app running in the background.. If you do not want to configure “Always Allow,” you can set the location settings to “While Using the App,” though this will require you to launch the WeWork app to enable Mobile Keycard experience.

We are aware of potential issues with location permissions related to iOS 13 and are working on a long term fix. For now, if your phone is on iOS 13, you can either navigate to the phone settings and grant “Always” location permission to the WeWork app, or just launch the WeWork app prior to using Mobile Keycards.

Are you on iOS 13? If so, then we are aware of potential issues with location permissions related to iOS 13 and are working on a long term fix. In the meantime, you can either navigate to the phone Settings and grant “Always” location permission to the WeWork app, or just launch the WeWork app prior to using Mobile Keycards.

If you are not using iOS 13 and still having issues, we recommend you follow the following steps for troubleshooting:

Step 1: Ensure Bluetooth is On. Go to “Settings” > “Bluetooth” > slide the circle to the right so it turns green.

Step 2A - iOS: Toggle Bluetooth “off” then back “on” again in the “Settings app”

Step 2B - Android: Toggle airplane mode “on” then back “off” from the scroll-down menu

Step 3: If needed, Restart the WeWork app.

Step 4: Send Feedback. Open “WeWork” app > Click “Account” in the bottom menu > Click “Manage KeyCard” > Click “Having an Issue?” WeWork Security Team will get back to you!

WeWork maintenance requests are fulfilled by our Facilities team. If you would like maintenance services for your office, submit a support request. Below is our team’s scope of work:

TV Mounting

Furniture Assembly

Picture/Shelves Installation

General Handyman Services

Please keep in mind:

Member-specific requests that require alteration to their office have fees for setup and removal associated with them.

Fees are determined by the scope of work and length of time needed to address the request.

Fees are added to the company’s account at the time the work is completed and charged to their next monthly statement.

All work involving cost must be approved by the primary member on the account prior to the work being completed.

WeWork typically bills for additional maintenance services by the hour (for any work the 1st hour is automatic, and then measured in 30 minute increments, thereafter).

The cost of work per hour will vary slightly city to city. For more information, please ask your local community team.

All prices are confirmed on the support ticket before the scope of work is completed.

WeWork offers complimentary mail and package handling and storage with most of our membership plans. (Details about each membership plan can be found here: https://www.wework.com/pricing ).

Letters and packages are typically stored behind or near the front desk or Community bar and can be retrieved upon request. It’s up to the members to come by and pick up their mail and packages, but the Community team sends email notifications to alert members of package arrivals. We ask that members pick up all mail and packages at their earliest convenience to avoid mailroom overcrowding and to check the opening times for the mailroom.

WeWork doesn’t currently offer support for outgoing mail and packages. Policies regarding outbound mail are handled on a building-by-building basis at the Community team’s discretion.

If members want to ship a package, they should schedule a pick-up via their preferred courier service. If supported by the building, members can leave the properly addressed package at the front desk to give to the courier upon arrival.

No, you definitely do not get charged. Apple Pay works by automatically detecting NFC readers, like the ones that read access cards, so unfortunately the wallet pops up whenever the phone in close to our, or any other high frequency card reader.

You are able to access your WeWork office using the WeWork app on your smartphone if you are in one of the mobile-enabled buildings (Salesforce tower - San Francisco, Chelsea - New York, 10 Devonshire Square - London).

As a member, please submit a support request if you need to access the freight elevator. Your Community team will then work with you to arrange the timing.

Please note: after-hours pricing for the freight varies from site to site, so please speak to your Community team for details.

Mobile keycards are available for iOS and Android devices.

No, this functionality is enabled via BLE (Bluetooth Low Energy) so you won’t see any discernible drain.

The voltage of the outlets in WeWork offices vary by location. Please connect with your local community team for assistance or submit a support request.

When experiencing issues with one of these kitchen appliances, try unplugging it from the power outlet for 30 seconds and plugging it back in. If the issue still exists, please submit a support ticket and we will get it fixed or replaced as soon as possible.

WeWork refrigerators are cleaned out weekly at 3 p.m. on Fridays in order to keep the fridge fresh, organized, and spacious for the following week. If you want to leave anything in the fridge over the weekend, please make sure to leave a sticky note with your name on it saying that it should be kept.

Please, be aware that any items left in the fridge on Fridays after 3 p.m. -without a note- will be removed, including the container.

Our Community Services Associates work around the clock, daily and nightly, to ensure that your space is always at its best. Office trash bins are emptied daily, and all private offices are cleaned on a weekly rotational basis. If you are not satisfied with the cleanliness of an office, please raise a support request.

A membership includes 120 black & white prints/copies and 20 color prints/copies per member. (Except for We Membership)

You can find printer connection information by going to “Building Services” on the Member Network.

From a web browser:

Log in to the Member's Network

Click “Building Guide” in the left side menu

Under Printing Information, click To set up printing services, please follow these steps to navigate to the Printing Guide

Under step 2, Click "Install for PC" or "Install for Mac" and an installer will download to computer

Click the downloaded installer and it will install the necessary software for you to print at WeWork

We are now ready to print, proceed to print a document.

A PaperCut login pop up window will be displayed, add your printing credentials and click “OK”. (Find your credentials on the “Building Guide” page.) The document has now been added to the queue.

To release the document from the paining queue, go to the printer and log in using the same credentials you use for PaperCut.

Find prices for printing overages here.

DETAILED PRINTER SETUP INSTRUCTIONS ATTACHMENT.pdf (4 MB)

In order to troubleshoot phone issues, please unplug your phone from the ethernet port, wait 30 seconds, and plug it back in. If this does not work and you have another phone in the office to test this port, please try again with this phone. If the problem persists, please submit a support request and include as much relevant information as possible - i.e. phone provider, company name, office number.

If a member rents a phone through a supplier affiliated with WeWork, such as Vonage and Ooma, it will be ready for immediate use once it's plugged into an Ethernet port. If a member brings a phone of their own, they should work with their provider in order to calibrate the phone to our network. If the phone provider is unable to connect the phone to our network, please submit a support request with the relevant information - company name, phone number, phone model, and office number - and the WeWork team will try to assist with setup and installation.

When using the interface on one of our printers:

Sign in using your PaperCut credentials

Tap on Print Release button

Check the box next to the job you wish to delete

Tap "Delete" in the lower right corner

This removes the job from the PaperCut queue and all WeWork equipment.

When using the interface on the PaperCut website:

Right Click the PaperCut icon in the Toolbar on a Mac (in the application tray on a PC)

Click on "Details"

Log in with your PaperCut credentials

Click on "Jobs Pending Release"

Find the job to cancel and click "Delete"

This removes the job from the PaperCut queue and all WeWork equipment.

If the print job has been released from the printer, please contact a Community team member as soon as possible in person if you need to cancel a print job.

The WeWork Member Network is a private, professional, social network for our members to access the global community as well as the perks and features of their membership. It's the best place to solve business problems, find clients, and connect with other members. It is available on iPhone, Android and web. Here are some more features the Member Network can do:

Post status updates about anything from product launches or business questions and get the support from the entire online community.

Book workspace or conference rooms at any WeWork location.

Get updates from your Community Manager about events or building alerts.

Send and receive private or group messages between members.

Post jobs for full-time, part-time, internship positions or freelance projects.

Manage your account and view invoices.

Register your guests so that they are welcomed by our Community team to give them the best, most professional welcome to your office.

On the mobile apps, you can buy snacks at the WeWork Honesty Market (participating locations).

View and RSVP to exclusive WeWork events such as office hours, happy hours, or product demos.

Access exclusive member benefits like discounts on health care, gym memberships, and more.

Send us feedback: if you ever have an issue or concern, you can submit a support request via the Member Network.

The We Membership allows you to connect with tens of thousands of WeWork members who need the services you offer and offer the services you need with ease. Through the mobile app and Member Network, you can leverage the strength of our growing community no matter where you are.

The membership comes with two credits to book a workspace or conference room in select locations around the world.

What is workspace?

A daily workspace is designated seating at a shared desk area that you can rent for the day. The workspace has ample seating, work surfaces, and power outlets. With We Membership, you’ll have access to on-demand workspace at select locations around the globe.

Where can I book workspace?

The We Membership allows you to book on-demand workspace at any of our We Membership/Hot Desk-friendly locations worldwide. The list is constantly growing, and you can view our current locations here.

Do I have to reserve workspace before coming into WeWork?

Yes, you do. To ensure our members have the best possible experience, we ask that you book a workspace at least one hour before you plan on coming into work.

Can I book workspace/conference rooms on the weekend with We Membership?

At this time, We Membership only allows access to workspaces and conference rooms from Monday to Friday, from 9 a.m. to 6 p.m.

Can I register guests for my workspace?

At this time, we do not offer the option for We Members to have guests in our open area workspaces. If you would like to have guests work with you for the day, you are welcome to book a conference room.

Only the Primary Member of the company is able to access the Account Manager to view invoices, manage team members, and edit payment information. We recommend to use Chrome and to follow these easy steps:

1) Open Chrome

2) On your browser toolbar, tap More.

3) Tap History, and then tap Clear browsing data.

4) Under "Clear browsing data," select the checkboxes for Cookies and site data and Cached images and files.

5) Use the menu at the top to select the amount of data that you want to delete.

6) Tap Clear browsing data.

Alternatively, you can open a new tab on incognito mode and log on members.wework.com/login

Windows, Linux, or Chrome OS: Press Ctrl + Shift + n.

Mac: Press + Shift + n.

If this doesn’t work, please submit a support request and a member of the WeWork Team will assist you.

All invoices are in local currency, and we currently can only accept payment in local currency (except for WeMembership plans, which are billed in USD). If you must make a payment in a foreign currency, you can do so by making a Wire payment. Please be aware that we will use the exchange rate used by our bank and there might be an additional balance due after we deposit your payment.

The service retainer is a one-time fee paid before you move in. It is a security requirement in the event that a company defaults on their payment. Your Service Retainer will remain in place as you continue in your WeWork membership.

Funds are returned to members upon the termination of their agreement 30 days after the move-out date.

The service retainer charge is dependent on the payment method and the more direct the payment, the lower the charge. The charge will vary by region, so please consult with your community manager to confirm your location specific fee.

Please note that switching payment methods may result in an adjustment to the service retainer refund.

Payment method options depend on what market you are in and will appear on your membership agreement during the signing process or in the Account Manager. You will need to provide payment information for each WeWork location you have space in. You can change your payment method or update your payment info at any time through the Account Manager under the “Payment Method” tab.

Note that only primary members have access to the Account Manager and payment method management.

If we have not received a monthly payment from you, you (Primary Member) will receive a non-payment notice on the 10th of the month along with a 10\% late fee charge. If we do not receive payment from you during the month, you will continue to receive non-payment notices. If you believe you have received a late payment notice in error and you have already remitted payment, please send proof of your bank payment confirmation to the Billing team or your Community Managementteam.

We love it when members host and/or organize events in our spaces!

In order to schedule an event at your space, submit a support request to open the dialogue with your Community team with details about your event (date and number of attendees). You can also apply to have have an event at your space here.

WeWork is an open environment and Members are more than welcome to bring their guests. WeWork uses its own proprietary system to document all visitors entering a WeWork operated location.

Please make sure the guest brings their photo ID to check-in. Note as a Member, you are responsible for all actions conducted by your visitor. To optimize your guest’s experience, WeWork recommends that Members register expected guests before arrival at a WeWork location.

Please note if you have a Hot Desk, Global Access, or We Membership, you are required to have a conference room booked to host guests at our locations. You are able to book conference rooms on the Member Network or Mobile App.

From a computer web browser:

Manage your email notifications and mobile push notifications at members.wework.com/settings.

From the WeWork mobile app:

Go to “Account” from the bottom right corner of the mobile app. There, you can tap “Configure Notifications” to manage your email and mobile push notifications.

You can also unsubscribe from the email notification itself by clicking the “unsubscribe” link at the bottom of the email. Unsubscribing directly from an email only unsubscribes you from that one notification type. You must go to members.wework.com/settings to adjust all other notifications.

From a computer web browser:

Log in to the Member Network

Go to your personal profile

Click “edit your profile”

Scroll down to see location options listed on the left side of the page

Change the location to match where you are working

Click “save”

Do the same on your company profile page

From the iOS mobile app:

Log in to the WeWork app

Tap the "Space" tab on the bottom of the screen

Select "Explore" beside your current location at the top of the screen

Select a "Nearby Location" presented in the dropdown menu at the bottom of the screenOR

Type the desired Location Name in the search bar at the top of the screen

Tap “Select Location” to confirm the change

From the Android mobile app:

Log in to the WeWork app

Tap the ‘Account’ tab on the bottom right corner of the screen

Tap the ‘View and Edit your profile’ tab

Scroll down to ‘My location’ and tap the highlighted building name

Find the location to match where you are working

You can change your location if you are visiting another building for the day to receive relevant location-based updates.

Please first reach out to the specific partner and reference the offer with a link to their page in the store. If that does not work, please let WeWork know by submitting a support request and we’ll do our best to help!

Please double check that you have followed all instructions. If that is still the case, please submit a support request with WeWork so our team can address.

We are always interested in new partnerships, but we will not be seeking or accepting new partners right now. At the moment, we are diligently focused on expanding our product internationally to meet the needs of our global Member community.

Please refer to our Become a Partner article for more information and future updates.

Offer eligibility varies by partner and is always shown below the "Redeem Offer" button. Please check before attempting to redeem to ensure that you qualify for the offer.

Simply click on the "Redeem Offer" button along the right hand side of the offer page. Specific instructions and additional information will appear in a checkout box, along with a link to direct you to our partner's page if necessary.

You will receive an email once your payment has been deposited in our account. You can also verify that youraccount balance has been updated in the Account Manager under the “Summary” tab.

Monthly invoices include the membership fee for your desk or office(s), any discounts or promotions, service packages you have signed up for, any additional fees (i.e. extra member fees, keycard replacement fees, IT services fees, etc.), and any conference room or print overages you may have incurred. You will also see regional taxes charged (i.e. VAT, State Tax, etc.).Overage charges from last month on this month’s invoice will also be shown in the current month’s invoice.

Members can find their company’s printer login information by going to “Building Services” on the Member Network. This login information is consistent for all members in your company.

From a computer web browser:

Log into the Member Network.

Click “Building Services” on the left side menu.

You’ll see your printer credentials under “Printing Information.”

WeWork offers four plans to its members. Below are the details of each membership type:

We Membership:

Access to events, benefits, and our digital app, which allows you to connect with over 400,000 members across the globe. Includes 2 credits for booking space in select locations every month and the ability to buy more as needed.

Hot Desk:

Included We Membership plus access to any available desk in the common area of your favorite WeWork Hot Desk location. Just bring your laptop, pick an open seat, and get to work.

Dedicated Desks (designated desks in a shared office)

Includes We Membership plus a desk of your own in a shared space. No need to bring your monitor or desk plant with you when you leave. You’ll set up shop in the same spot each day and it is secure.

Private Offices

Includes We Membership plus a fully furnished space of your own that can accommodate teams of 1 to 100+ and grow with your business.

If you would like to make changes to your membership, please submit a support request and your Community Management team will assist.

From a computer web browser:

Log in to the Member Network

Go to your personal profile

Click “edit your profile”

Scroll down to see location options listed on the left side of the page

Change the location to match where you are working

Click “save”

Follow the above steps on your company profile page

From the iOS mobile app:

Log in to the mobile app

Tap the “Space” tab

Tap the location listed at the top left of the screen

Change the location to match where you are working

From the Android mobile app:

Log in to the mobile app

Go to your Account on the bottom right

Click “View and edit your profile”

Tap “My location”

Change the location to match where you are working

*Please note that only Primary member's are able to update the company location.

You can change your location if you are visiting another building for the day to receive their updates.

Our pet policy varies by building. Please ask the WeWork Community Manager when you take a tour for the most up-to-date information.

You can see your upcoming bill in the “Invoices” tab of the Account Manager. This summary will be updated every time something changes on your account and invoices are finalized on the 1st of the next month. The total amount may change if any overages occur before the end of the month. If you notice something in your bill that you do not think you should be charged for, please talk to your Community Management team or submit a support request.

Members can submit support tickets to WeWork by pressing “Support” on the WeWork mobile app:

Click > My Building (Android)

Click > Space (iOs)

Via Desktop please submit a support request. Submitting a ticket is the easiest way to get support and ensure issues are addressed quickly.

After WeWork responds to the support request, members are asked to rate their experience as good or bad. We strongly encourage all members to rate tickets as it will help us constantly improve member experience.

Please submit a support request stating the address you would like this changed to - if it is a WeWork address, simply state the building. If you are not the Primary Member or Billing Contact, we will need their approval first.