When contacting our support team, you may be asked to share BitBoxApp support files (log files). These files help us understand how the BitBoxApp behaves on your system and allow us to diagnose issues more efficiently.
Support logs enable us to identify synchronization or connectivity problems, understand app behavior, and reduce unnecessary back-and-forth — helping us resolve your request faster.
This article explains how to export or locate BitBoxApp support files and clarifies what information they do — and do not — contain, so you can share them with confidence.
Exporting logs directly from the BitBoxApp
The easiest way to provide log files is directly through the BitBoxApp.
- Open the BitBoxApp
- Go to Settings
- Select Advanced settings
- Scroll to the bottom and click Export logs
- Choose a location on your computer and save the file
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Exporting logs from within the app automatically collects the relevant information in one file.
What BitBoxApp support logs are (and are not)
BitBoxApp support logs contain high-level diagnostic information about how the BitBoxApp behaves — for example during synchronization, account handling, connectivity, or when communicating with a connected device.
They never contain sensitive information such as recovery words, private keys, passphrases, device passwords, balances, or personal data.
Important
BitBoxApp support logs are diagnostic only and are used to understand app behavior.
They do not contain any information that could be used to access, recover, or control your funds.
Manually locating the BitBoxApp log file
If you are using an older version of the BitBoxApp or need to access the log file manually, you can find it on your system as follows:
Windows
C:\Users\<your_username>\AppData\Roaming\bitbox\log.txtmacOS
- Open Finder
- In the menu bar, click Go → Go to Folder
- Enter:
~/Library/Application Support/bitbox/log.txtLinux
~/.config/bitbox/log.txt(or the directory specified by your XDG_CONFIG_HOME environment variable)
Frequently asked questions (FAQ)
Is it safe to share BitBoxApp log files with support?
Yes. BitBoxApp log files do not contain recovery words, private keys, passphrases, device passwords, balances, or personal data. They are safe to share with our support team.
Can BitBoxApp log files be used to access my wallet or funds?
No. Support logs are diagnostic only and cannot be used to access, recover, move, or control funds.
Why does support ask for log files?
Log files help us understand how the BitBoxApp behaves and identify issues such as synchronization or connectivity problems. This often allows us to resolve requests faster and more accurately.
Do I have to share log files?
No. Sharing log files is optional. However, providing them can significantly speed up troubleshooting and reduce back-and-forth communication.