Before contacting Runbox Support, please check our Runbox Status page to see if what you need help with is already a known issue.

If you still need help, please review the steps below to get the answer to your question as quickly as possible.

1. Use recommended software

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.

2. Use the latest software version

We recommend that 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.

If don’t have the latest version of the software you’re using with Runbox, please upgrade it first before proceeding.

3. Use recommended settings

If you use the Runbox Webmail, always go to https://runbox.com to log in. Ensure that your browser has support for Javascript and cookies enabled.

If you’re using an email program or app, make sure that it is set up according to the instructions at Setup Guides for Email Programs (apps).

4. Check our FAQ, setup guides, and documentation

We have excellent documentation, setup guides and answers to Frequently Asked Questions available. Often, the fastest way to get the answer you need is to check them first:

5. Contact Support

We aim to respond to questions and inquiries as quickly and accurately as possible.

To get the answer you need as efficiently as possible we would like to let you know what information you can provide that will help us shorten our response times.

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

If you send an email to support@nullrunbox.com you will get an automated reply that indicates a support ticket has been created.

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

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

If you contact us via Twitter we can only answer generic questions about Runbox and our services only. We will not be able to answer questions that are specific to your account. Please don’t include account details in your tweets.

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.

Troubleshooting inquiries concerning email content

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.