To get help with a BitBox product, an order, a technical question or a business inquiry, use the official BitBox Support contact form. Choose the topic that matches your request and describe what you need help with. Support replies by email.
If you would like to look for an answer first, enter your question in the search field at the top of the BitBox Support Hub. When Ask BitBot appears, press Enter to request an AI answer. BitBot displays its answer alongside related Knowledge Base articles, which you can open for detailed instructions.
You can also select the BitBox chat icon in the bottom-right corner of the Support Hub to open BitBot. Type your question in the message field and press Enter to send it. BitBot provides automated assistance; use the contact form when you need help from the Support team. Never enter recovery words, wallet backups or other wallet secrets into BitBot.
What BitBox Support can help with
BitBox Support handles questions about:
- Orders, shipping, delivery, returns and invoices.
- Setup, updates and technical problems involving BitBox products or the BitBoxApp.
- Phishing, impersonation and suspicious messages or websites involving BitBox.
- Business, reseller, partnership and media inquiries.
BitBox is self-custodial: you control your wallet and its recovery information. Support cannot access or move your funds, reverse blockchain transactions, recover lost wallet backups or forgotten device passwords, or access or manage accounts held by exchanges, brokers or other providers.
For general product feedback or feature requests, use the BitBox feedback form.
Prepare your request
Explain what you are trying to do, what happened instead and any steps you have already tried. Include the details relevant to your situation; you do not need to gather everything listed below before asking for help.
Never share wallet secrets
BitBox Support will never ask for your recovery words, wallet backup, private keys, passwords, passphrases, PINs or authentication codes. Do not include them in your message, screenshots, logs or attachments, or enter them into BitBot or a file-sharing service. Stop if anyone asks for them.
| Type of inquiry | Helpful details |
|---|---|
| Product or technical question | Your BitBox model, BitBoxApp and firmware versions if available, your computer or phone's operating system, the exact error message and the steps that lead to the problem. |
| Order, delivery or return | Your order ID, the shipment tracking number if available and what you need help with. |
| Business inquiry | Your company name, the type of request and the background needed to understand it. |
A relevant screenshot or log can help explain a technical problem. Before sending it, make sure it contains no wallet secrets and remove unrelated personal information.
Transaction or verification question
If your question concerns a transaction, include the cryptocurrency and network, where it was sent from, the transaction ID (TXID or hash) if available, the receiving address and the date and time. Explain which wallet, exchange, broker or payment service was involved and what you expected to happen.
If another platform has asked you to prove wallet ownership, include its name, the requested method, such as message signing or a Satoshi test, and its exact instructions. Remove passwords, codes and unrelated personal information before sharing those instructions.
Transaction IDs and receiving addresses can link your request to public blockchain activity, so include them only when relevant. BitBox Support can help with BitBox-related questions; the external provider remains responsible for its own account, payment and verification processes.
Submit your request
Use the contact form to start a new inquiry. If you already have an ongoing case that you initiated, reply to the latest Support email instead so the information stays in one conversation.
- Open the official BitBox Support contact form. Under Topic, select the option that best matches your request, such as BitBox02 & BitBoxApp, Orders & Shipping or Returns & Defects.
- Enter your name or a pseudonym in Name and an email address you can access in Email. Check the address carefully: this is where Support will send its reply.
- Under Preferred language, select from the available options. The form currently offers English, German, Spanish and Italian.
- In Message, describe your request and add the relevant details you prepared.
- Make sure any files you want to send contain no wallet secrets, and remove unrelated personal information. Use Attachments to attach up to five files, each up to 20 MB.
If a video or another relevant file is larger than 20 MB, upload it to a cloud file-sharing service such as Dropbox, WeTransfer or Google Drive, then paste the sharing link into Message. Check the sharing permissions and any expiry date so Support can open the file when reviewing your request.
- Complete the form's verification check, review the linked terms and conditions, and select the agreement checkbox if you agree. Select Submit to send your request.
After you submit
Look for a confirmation email containing your ticket number. This confirms that your inquiry was received; a member of the Support team will reply after reviewing it. If you cannot find the confirmation or a reply, check your spam or junk folder and make sure you entered the correct email address.
We aim to reply within two business days, excluding weekends and public holidays. Replies can take longer when inquiry volume is high or your question needs further investigation. Automated confirmation and reminder emails are currently in English; Support replies in the language you selected in the form.
To add information or continue your case, reply to the latest expected email from BitBox Support. You do not need to submit a new request for the same issue. For the current reply addresses and help checking a sender, see Official BitBox websites, email addresses, and support channels.
If you do not reply, you may receive a follow-up asking whether you still need assistance. Support conversations and attachments are deleted as part of BitBox's privacy practices; once deleted, they cannot be retrieved. If you contact us again after deletion, include the relevant details again. Read more about how BitBox handles and deletes support data.
If you did not submit a request
Someone else can enter your email address into the real contact form and trigger a genuine confirmation. That email does not authenticate a separate caller or message. BitBox Support communicates in writing and does not provide wallet-security support through phone calls, callbacks or remote-access sessions.
Do not reply to an unexpected confirmation or use its ticket number to verify the contact. If you want BitBox to check it, independently open contact.bitbox.swiss and create a completely new inquiry. For the verification steps, follow Check whether a BitBox contact is genuine.
Further reading
For more detailed articles about Bitcoin, wallet security and using BitBox products, visit the BitBox Blog.