How to use the callback service

mailbox offers a telephone callback service for all customers in the Premium plan. This article explains how to request a callback, and what information you may need for identification purposes.

Scope of the callback service

The callback service covers topics related to our products.

• mailbox.org will never record any conversations, nor will we use remote control or video conferencing tools during a call.

• We will always call you back from this phone number: +49 30 40 50 51 21

• Our support agents will never ask for your account password.
  They may ask for your telephone password, though.

• We cannot offer support for any third-party applications.

Note: Never share your mailbox password with third parties!

Please be aware that our support agents may have to make sure that they are talking to the right person. If you have any queries about your account or contract, then it will be necessary to verify your identity. In this case, the agent may ask you questions concerning your account. Ideally, you will have set up a telephone password already, which makes verifying your identity over the phone much easier. Please see this article for further information on how to set up a telephone password.

How to request a callback

Log in at https://support.mailbox.org using your mailbox.org credentials and select the option "Callback service" (Figure 1). Note that this will only be available if you are on the PREMIUM plan.

Note: The corresponding screenshots will be provided shortly and added to the documentation. We kindly ask for your understanding in the meantime.

In the field "Summary" (1), please state in a few words what the issue is and then add a more detailed description to "Additional information" (2). This will help our support agents prepare effectively for your call. While you are typing into the summary field, links to relevant knowledge base articles may pop up. Click on any of these if you think these may help solve the issue. In fact, many known issues are documented in the knowledge base, so please check the articles there first before submitting a callback request.

If you want to go ahead with your request, choose a preferred time for the callback (3).

Time Zones and Contact Information

Please note that the default time slot in the form (09:00–13:00 MEZ/CET) refers to Central European Time, as our support team is based in Berlin, Germany. Depending on your location, you may need to adjust this time accordingly:

• Subtract 9 hours for Pacific Time (PT)
• Subtract 6 hours for Eastern Time (ET)
• Subtract 1 hour if you are located in the United Kingdom (UK)

We also kindly ask you to consider any potential differences caused by daylight saving time.

In order for us to return your call, please enter your telephone number (4) in the international format, including the country code (e.g. +1 for the USA, +44 for the UK, etc.).

If you wish to include a screenshot to help illustrate your issue, you may simply drag and drop the image file from your local device into the Attachment field (5).

Before submitting your request, please take a moment to carefully review all entered information and finalize your inquiry by clicking the "Create" (6) button.