Contact BitBox Support through the official contact form when you need help with an order, a BitBox02 product, a technical question, or a business inquiry. This article explains where to find immediate answers first, what information to include, what happens after you submit a ticket, and how to recognize legitimate BitBox support emails.
For the fastest handling, use the contact form and include enough detail in your first message. BitBox Support usually replies within 2 business days, and support is available in English, German, Spanish, Italian, and French.
Check our Knowledge Base first
Before contacting support, search the BitBox Support Hub. Many questions about setup, troubleshooting, orders, shipping, wallet backups, security, and BitBoxApp features can be solved immediately in the Knowledge Base without waiting for a support reply.
You can also use BitBot, the AI assistant available directly in the search bar. Enter your question and wait a moment; BitBot can often answer your question immediately or direct you to the most relevant Knowledge Base article.
BitBot is also available through the icon in the bottom-right corner of the Support Hub.
Immediate answers may be available
Many common questions can be solved directly through the Knowledge Base or BitBot before you submit a support request.
What BitBox Support can and cannot help with
What BitBox Support can help with
BitBox Support can help with questions related to BitBox products and services, including:
- Orders, shipping, delivery status, returns, and invoices
- BitBox02 setup, product behavior, firmware updates, and BitBoxApp questions
- Technical troubleshooting after you have checked the relevant Knowledge Base article
- Business, reseller, partnership, media, and other B2B inquiries
- Reports of phishing, impersonation, suspicious websites, or suspicious messages involving BitBox. If you are unsure whether a message is legitimate, review how to identify BitBox phishing scams.
What BitBox Support cannot help with
BitBox Support cannot recover or access your funds, reverse blockchain transactions, reset a lost wallet backup, recover forgotten device passwords, or access, recover, or modify accounts held by exchanges, brokers, custodians, or other third-party services.
Because BitBox is self-custodial, only you control your wallet and recovery information.
Recovery words are never needed for support
Never share your recovery words, seed phrase, wallet backup, passphrase, device password, or private keys with anyone, including BitBox Support. If anyone claiming to represent BitBox asks for this information, it is a scam.
Prepare your request
Before you contact us, gather the most important information about your issue or request. Complete details help us understand your request more quickly and reduce unnecessary follow-up questions.
| 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, for example partnership or reseller inquiry |
| Description of the issue | Description of your request | Relevant background information |
Additional information that may help:
- Steps already tried
- Screenshots
- Logs
- Error messages
Complete details reduce follow-up questions
Including the relevant versions, order details, screenshots, and steps already tried helps BitBox Support review your request faster.
External services, transactions, or verifications
If your request is related to an external service or transaction, such as an exchange, broker, other wallet, payment provider, or verification process, include the details that help identify the situation.
For transaction-related questions, include:
- Where the transaction was sent from, for example an exchange, wallet, or service
- Transaction ID (TXID / hash), if available
- Receiving address
- Date and time of the transaction
- Wallet, exchange, broker, or platform used
For proof-of-ownership or verification requests from another platform, also include:
- Name of the exchange, broker, or platform
- The verification method requested, such as message signing, a Satoshi test, or another method
- The exact instructions you received from that platform
How to contact BitBox Support
For all inquiries, submit your request through the official BitBox contact form. The form is the fastest and most structured way to reach us because your topic selection helps route the request to the right team.
Contact form routing helps us answer faster
The contact form categorizes your request before it reaches BitBox Support, which helps us assign it to the right team.
Submit your request step by step
- Open the official BitBox contact form.
- 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 include the relevant details from the preparation section above.
- Attach relevant files or screenshots, if helpful.
- Complete the CAPTCHA verification.
- Accept the terms and conditions.
- Submit your request.
Attachments and file limits
You can attach files directly through the contact form. The total size of all attachments must not exceed 20MB.
Large files need a sharing link
If your attachments exceed the 20 MB limit, upload them to a cloud file-sharing service such as WeTransfer, Dropbox, Google Drive, iCloud Drive, or another similar provider, then include the sharing link in your support request.
What happens after you contact us
After submitting your request, you 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]
The confirmation email also reminds you what to do if you did not submit the support request yourself and what BitBox Support will never ask for. Once our team reviews your request, we will reply by email. You can reply to that same email to continue the conversation; there is no need to open a new request.
Automated emails are currently in English
Automated confirmation and reminder emails are currently sent in English, but BitBox Support replies in your selected support language.
Follow-up or 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]
Unanswered tickets are deleted after 10 days
If we do not receive a reply within 10 days after a follow-up email, your ticket is automatically deleted for privacy protection.
This ticket deletion process follows the BitBox privacy policy.
How to recognize legitimate BitBox support emails
Normally, you receive a BitBox support confirmation email only after you submitted a support request yourself through the official contact form. The email confirms that your request was received and includes a ticket number.
If you receive an unexpected BitBox support confirmation email for a request you did not submit, someone may have entered your email address into the contact form. In that case, BitBox did not initiate the conversation, and the confirmation email does not make a separate phone call, SMS, chat message, or email legitimate.
Even if the confirmation email is genuine, it only confirms that someone submitted the contact form. It does not verify the identity of anyone contacting you separately.
Legitimate BitBox support emails come from BitBox-controlled domains such as @bitbox.swiss or @mail.bitbox.swiss. Still, a real automated email does not prove that an unexpected caller, chat message, or separate email is legitimate.
Be especially careful if someone contacts you unexpectedly and refers to a ticket number. BitBox Support does not initiate unsolicited phone calls, chat messages, or direct messages asking about your wallet or security. If someone contacts you unexpectedly while referring to a BitBox support ticket, treat the interaction as suspicious until you have verified it. For more examples of this pattern, read the guide on how to identify BitBox phishing scams.
BitBox Support will never ask for your recovery words, seed phrase, wallet backup, passphrase, device password, private keys, remote access to your computer, or funds. Do not share this information by email, phone, chat, screen sharing, website form, or any other channel.
Response time and languages
We aim to respond to all inquiries within 2 business days. Business days exclude weekends and public holidays.
Response times can vary
Response times may vary depending on inquiry volume and the complexity of your request.
You can contact BitBox Support in English, German, Spanish, Italian, or French.
Additional resources
You may also find helpful background articles in the BitBox Blog.
For general feedback or feature requests, use the official BitBox feedback form. We collect and review submissions and prioritize based on demand and impact.
If you were satisfied with our support, you are welcome to share your experience on Trustpilot. Your feedback helps us improve and helps others make informed decisions.
Feature requests are reviewed separately
Feature requests are collected through the official feedback form and evaluated based on demand, impact, and roadmap fit.
Frequently asked questions
Can I contact BitBox Support via email?
The recommended public contact method is the official BitBox contact form. It helps route your request correctly and is the contact method shown on the BitBox Support Hub.
Why should I use the contact form instead of email?
The contact form asks for the topic, language, and relevant details before your request reaches us. This helps us categorize your request and route it to the right team.
How do I know that a BitBox support email is legitimate?
A BitBox support confirmation email is expected after you submitted a support request yourself. If you receive a confirmation email without submitting a ticket, someone may have entered your email address into the form, and BitBox did not initiate the conversation. Treat any unexpected follow-up contact as suspicious, never share recovery words or passwords, and review the guide on how to identify BitBox phishing scams.
Can I update my existing support ticket instead of creating a new one?
Yes. Simply reply to the latest email from BitBox Support to continue the existing conversation. Opening a new ticket for the same issue can slow down processing because your information becomes split across multiple requests.
Why are the emails in English if I contacted support in another language?
Automated emails, such as confirmations or reminders, are currently sent in English by default. BitBox Support will reply in your selected language, so you can contact us in your preferred language.
How long does it take to get a reply?
We typically respond within 2 business days. Complex requests or high support volume can take longer.
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 is automatically deleted for privacy reasons.
Can I send attachments?
Yes. You can attach files through the contact form as long as the total size does not exceed 20MB. If your attachments exceed the 20 MB limit, upload them to a cloud file-sharing service and include the sharing link in your request.
What should I never share with support?
Never share your recovery words, seed phrase, wallet backup, passphrase, device password, private keys, or funds. BitBox Support does not need this information to help you.