Support, and what to send us.

How to reach us

Email support@mailbox-mcp.com. That is the main support channel, and it is the same address for a question, a fault, a billing query and a security report.

There is no chatbot and no phone line. Mail to that address reaches a person who works on the product. That is a small company being honest about its size rather than a policy: a queue with one person in it is better described than dressed up.

If you are signed in, there is a second way in: the control panel's own Support page. It attaches the details that help us answer and shows you exactly what will be sent before you send it. A reference comes back straight away, and a person reads every request, whichever way it arrives. Where a request sent that way is handled, and by whom, is on the IT and security page.

If you are already signed in, the control panel shows what your AI client has actually done with each mailbox. That log is frequently a faster answer than we are, and it is the first thing we will ask you about.

What to put in the email

Mail problems are specific, and the difference between a one-reply fix and a week of back and forth is almost always in the first message. 4 things:

• The mailbox address the problem is on, exactly as it appears in the control panel. Several people run more than one.
• What you asked your assistant, in your own words. The literal sentence, not a summary of it. Which tool runs is decided by the wording, so a paraphrase can point at a different tool than the one that failed.
• What happened, and what you expected instead. If an error came back, the text of it.
• Roughly when, including the timezone if you are not in the UK. We can find the request in the call log from that.

Never send us a password. Not an app password, not your mailbox password, not a screenshot with one in it. We do not need one and we do not want one sitting in an inbox: if we ever ask you for a password by email, it is not us. Our security page explains why we do not need it.

4 things worth checking first

Not to deflect you. These are the 4 that come up most, and each one is faster to check than to ask about.

• A tool your assistant says it does not have. The tool list depends on the mailbox and the connection. A calendar adds tools, so a mailbox without one doesn't have them. A connection at Read only or Draft and file is shown only its level's tools. Team Access adds 6 more, on every mailbox of the account that holds it and on no other. Restart the AI client to refresh the list before assuming a tool is missing.
• Microsoft 365 connected as the wrong account. If the same address exists as both a personal Microsoft account and a work or school one, picking the personal one connects a different mailbox and looks like success. Remove it and add it again, choosing Work or school account.
• An Outlook.com or Hotmail mailbox that signs in and then won't open. A personal Microsoft account keeps IMAP switched off until you turn it on, so the control panel says Microsoft gave permission but the mailbox couldn't be opened. In Outlook.com, open Settings, Mail, Forwarding and IMAP, turn on Let devices and apps use IMAP and save, then connect again as the same address.
• Gmail refusing to show the app password setting. An app password needs 2-Step Verification with a phone or an authenticator app. A passkey alone doesn't count, even though Google reports 2-Step Verification as on, and that is what produces "The setting that you are looking for is not available for your account". There is no IMAP switch to find: Google removed it, and IMAP is always on. Our Gmail guide walks through the whole thing.

What we can and cannot see

When you write to us we can see which tools ran on your mailbox, when, and whether each one succeeded or failed. That is what lets us answer most questions without asking you to reproduce anything.

We cannot read your mail. Message bodies are not stored and not logged, so "can you look at the email from Tuesday and tell me why it went wrong" is a question we genuinely cannot answer from our side. If the content matters to the diagnosis, you will have to show us the part that matters. That limitation is deliberate, and it is set out in full in our privacy policy.

Reporting a security problem

Same address, and please put "security" in the subject so it is obvious at a glance. Send enough detail to reproduce it. We will acknowledge it, tell you what we find, and credit you if you would like to be credited.

There is no bug bounty and no payment, and we are not planning one, so please do not send automated scanner output in the hope of a reward. Please also do not test against another customer's mailbox, and give us a reasonable chance to fix something before you publish it. The full position is on the security page.