How to contact BitBox support (orders, products & business inquiries)
Learn how to contact BitBox support for orders, product issues, or business inquiries. Follow the recommended steps, required information, and response expectations.
At BitBox, we are committed to providing clear, efficient, and secure customer support.
This guide explains how to contact us, what information to include, and what you can expect after reaching out—whether your inquiry is about an order, a product, or a business request.
Check our Knowledge Base first
Before contacting support, we recommend visiting our Knowledge Base:
Many common questions are already answered there, including setup, troubleshooting, orders, and security topics.
You can also use our AI assistant BitBot, available directly in the search bar or via the icon in the bottom-right corner. Simply enter your question and wait a moment — in many cases, you will receive an immediate answer.
You may find an immediate solution without needing to wait for a reply.
Prepare your request
Before you contact us, it helps to gather the most important information about your issue or request. This allows us to help you faster and more accurately.
Product or technical support
Order-related inquiries
Business (B2B) inquiries
BitBox firmware version
Order ID
Company name
BitBoxApp version
Shipment tracking number (if available)
Type of request (partnership, reseller, etc.)
Description of the issue
Description of your request
Relevant background information
Steps already tried
Screenshots or logs (if available)
Special cases: external services, transactions, or verifications
If your request is related to external services or transactions (e.g. exchanges, other wallets, or verification processes), additional details are required to assist you effectively.
Depending on your situation, the following information may be helpful:
Where was the transaction sent from? (e.g. exchange, other wallet, service)
Transaction ID (TXID / hash)
Receiving address
Date and time of the transaction
Wallet or platform used
For proof of ownership requests, also include:
Name of the exchange or platform
Which verification method is required:
Message signing
Satoshi test (small test transaction)
Other method
The exact instructions you received from the platform
Providing this information helps us understand your case faster and reduces unnecessary back-and-forth.
We will never ask for your recovery words, seed phrase, device password, or passphrase. If anyone asks for this information, it is a scam.
How to contact BitBox support
For all inquiries, please use our contact form via the Knowledge Base:
This is the fastest and most efficient way to reach us, as it allows us to route your request directly to the right team.
Using the contact form ensures quicker handling compared to email, as your request is already categorized through your selection.
Step-by-step
Open the contact form via the Knowledge Base
Select the topic that best matches your request
Enter your name or a pseudonym
Provide a valid email address
Choose your preferred language
Describe your request clearly and in detail
(Optional) Attach relevant files or screenshots
Complete the CAPTCHA verification
Accept the terms and conditions
Submit your request
Attachments and file limits
You can attach files directly via the contact form. The total size of all attachments must not exceed 20MB.
If you need to send larger files (for example screen recordings or videos), you can use a file-sharing service such as Google Drive, WeTransfer, Dropbox, or iCloud and include the link in your request.
What happens after you contact us
After submitting your request, you will receive a confirmation email immediately. This email confirms that we received your inquiry and includes your ticket number.
Confirmation email (immediate)
Example subject: BitBox support: Thanks for your inquiry [Ticket#XXXXXXX]
Once our team reviews your request, we will reply by email. You can simply reply to that same email to continue the conversation — there is no need to open a new request.
💡 Note on email language: Our automated support emails are currently sent in English, as we support a global user base.
However, our support team will reply to you in your selected language (e.g. English, German, Spanish, Italian, or French).
Follow-up / closing email (if no reply)
If we reply to your request but do not receive a response from you, you may receive a follow-up email asking whether you still need assistance.
Example subject: How was our support? | BitBox support [Ticket#XXXXXXX]
If we do not receive a reply within 10 days, your ticket will be automatically deleted for privacy protection.
Response time and expectations
We aim to respond to all inquiries:
within 2 business days
during business days (excluding weekends and public holidays)
💡 Response times may vary depending on the volume of inquiries and the complexity of your request. In some cases, it may take longer.
We appreciate your understanding and always aim to assist you as quickly as possible.
Languages we support
You can contact us in:
English
German
Spanish
Italian
French
Additional resources
You may also find helpful information in our blog:
If you were satisfied with our support, you are welcome to share your experience. Your feedback helps us improve and helps others make informed decisions:
If you have general feedback or feature requests, please use our official feedback form. We collect and review all submissions and prioritize based on demand and impact.
Feature requests are collected through our official feedback form. We prioritize based on demand and impact. If there is strong interest, we evaluate and may include it in our roadmap.
However, we recommend using the contact form for faster and more structured handling.
Why should I use the contact form instead of email?
The contact form allows us to categorize your request automatically and assign it to the right team, which speeds up response times.
Why are the emails in English if I contacted support in another language?
Our automated emails (such as confirmations or reminders) are currently sent in English by default.
However, our support team will always reply to you in your selected language, so you can contact us in your preferred language without any issue.
How long does it take to get a reply?
We typically respond within 2 business days.
What happens if I don’t reply to support?
If we reply to your request and do not receive a response, we may send a follow-up email asking whether you still need assistance. If there is still no reply within 10 days, the ticket will be automatically deleted for privacy reasons.
Can I send attachments?
Yes, you can attach files via the contact form, as long as the total size does not exceed 20MB.
What should I never share with support?
You should never share your recovery words (seed phrase) with anyone.
