Report a problem and track its status

Quick checks before reporting

Note the page, the date and time, your last steps and any error message. Check the connection and the account's permissions, then refresh once without repeating any money transaction. For a how-to question, try BoxBak help in the AI assistant first.

Send a problem report

Choose the problem category and the impact, add a subject and describe what happened (up to 4,000 characters), then press Submit problem report. Browser and screen-size details are attached for you; passwords are never collected.

Steps

1. Open Report an issue from the menu while on the page with the problemThe Page where it happened field is filled in for you.
2. Choose the category and impactFor example System error, or Blocking.
3. Write the steps before the problem, what you expected and what happenedFor a bill or document, include its number.
4. Check there is no password, PIN or card data, then press Submit problem report

Track your reports

My reports shows only the reports you sent. A report starts as Waiting for review, becomes Under review when the team starts on it, and ends as Resolved or Closed. The team's message appears on the report. Press the refresh button to see the latest status.

Money problems or duplicate transactions

Stop pressing again. Keep the bill number, payment method, time and the payment provider's evidence. Check the bill history before starting a new transaction, then report the problem with impact Major, or Blocking if selling has stopped.

Service requests to the BoxBak team

Some stores also see a service requests section below the problem report. Use it to ask about an outage or lost data, a billing error, privacy, usage guidance, a data export or account deletion, and follow it under My requests.