How to use the callback service

Callback Service in the Premium Plan

mailbox offers all customers in the Premium Plan a telephone callback service. This article explains how to request a callback and what you need to keep in mind.

Scope of the Callback Service

The callback service covers topics that are directly related to our product.

• Calls will not be recorded. We also do not use video conferencing or remote support tools.
• We will only call you from the phone number +49 30 40 50 51 21.
• Our staff will never ask you for your mailbox account password. For assistance, only your telephone password is required.
• We cannot provide support for third-party software.

Note: Never disclose your mailbox password to third parties!

If your questions concern details of your account or contract data, our support staff must ensure that they are speaking to the correct person. For verification purposes, it may be necessary to answer specific questions about your account. Ideally, you have set a telephone password, which you can provide over the phone. How to set a telephone password is explained in this article.

How to use the Callback Service

1. Open the website https://support.mailbox.org and log in with your Mail Account credentials.
   If you are not using the Premium Plan, the callback service option will not be available to you.

2. Select the Callback Service option in the menu.

3. Enter a meaningful summary and a detailed description of your request so our support team can prepare for the call.
   While typing the summary, you will receive suggested solutions and links to the documentation based on your keywords. Please review these suggestions, as your issue may already be explained there.

4. Next, specify your preferred callback time. Please be mindful of your local time zone – our support team is based in Berlin. We can call you in the morning or afternoon.

5. Enter the phone number where we can reach you. Always provide your number including the country code in the correct format.

6. If available, you can upload files such as screenshots of error messages using the Attachment option.

7. Finally, review your details and submit your request by clicking on Create.

Three Contact Attempts

When you use the callback service, we will try to reach you up to three times by phone within the selected time window. If we are unable to reach you, we kindly ask you to schedule a new callback appointment. Thank you for your understanding.