At Runbox we aim to respond to customer support questions as quickly and accurately as possible. To minimise the delay in getting the answer you need, we would like to let you know more about how we work, and what information you can provide us that will speed up answering your question.

To minimise problems we always recommend you use the latest version of your device’s operating system along with the latest version of any email program or browser you like using.

We can provide specific support for the recommended and supported email programs and browsers mentioned on the pages below:

Other email programs and browsers will work with our service, but we may only be able to provide generic support for those.

Please do not send us sensitive information such
as your password or payment details in support requests.

You can contact Runbox Support in the following ways.

Email: support@runbox.com

If you send an email to support@runbox.com, you will most likely get an automated reply that contains information that might help you resolve your question. If you still need someone to look in to your message, then just hit reply and return to the auto-reply and then your message will be entered in to our support system for someone to respond do.

If you do not reply to the auto-reply message we will not see your message at all.

Notes:

  • You must email us from your Runbox account or the alternative email address that we have registered on your account. If you do not use either of these addresses we will not be able to offer any account specific support until we have verified you are the owner of the account. This can lead to delays in resolving your issue.
  • If you don’t have an alternative email address, you may register a piece of unique information only you would know with Runbox support, and at our sole discretion we may use this to decide if we are talking to the account owner. This is not as secure as an alternative email address, and depending on the circumstances we may decide not to validate you using this method.
  • If you have never emailed us before, then an account will be created in our support system for you and the details will be emailed to you. You can then log in at the support centre and see your messages and our replies and also submit new messages to us when you need to.
  • Support issues are called “tickets”, so when you see this word used you will know the system is referring to an individual question or issue you have brought to our attention.

Web: https://support.runbox.com

You can register with our support center at any time by going to https://support.runbox.com This will let you submit questions and issues to us at any time, and see a record of your current and past messages to and from us.

Notes:

  • You cannot log in to the support centre with your Runbox email address and password as our email accounts and support centre are entirely different systems. You will need to specifically register with the support centre.
  • Please register using your Runbox email address or the alternative email address we hold on record for you. If you do not use either of these addresses we will not be able to offer any account specific support until we have verified you are the owner of the account. This can lead to delays in resolving your issue.

Twitter: @Runbox

If you contact us via Twitter we can answer generic questions about Runbox and our services only. We will not be able to answer questions that are specific to your account. If we feel we need to look in to your question on an account specific basis then we will ask you to submit a support request via email or through our support centre.

What we need to know

If you are contacting us to report a problem you are having with Runbox, please tell us as much as you can about it so that we can help you right away.

Things that are important to tell us are:

  • your Runbox username
  • a detailed description of the problem
  • the exact wording of any error messages that are part of the problem (copy and paste the error so that we get the exact wording)
  • the browser (and version) you are using if the problem is with the webmail
  • the email client (app/program) and version that you are using if the problem is not with the webmail
  • the operating system of your computer, tablet or phone (e.g. Windows, OS X, Linux, Android, iOS)
  • when the problem happened if it is intermittent and not an ongoing problem

Please do not send us sensitive information such
as your password or payment details in support requests.

Accessing email content in customer accounts

Under normal circumstances Runbox will not access the email contents of your account. If you think Runbox Support will need to access your account contents to resolve a problem we will need your explicit permission. If we think we need to access your messages to help with a problem we will ask your permission first.