Troubleshooting / Article
Contact SiloBox support
Send a clear report with the identifiers and evidence needed to investigate.
Send your request
Email support@getsilobox.com. Describe what you were trying to do, what you expected, and what happened instead. Use a short subject that names the affected feature, such as “Manychat reply delivery” or “Workspace access”. Do not include passwords, API keys, Manychat tokens, recovery links, or full payment-card details.
For a technical issue, include:
- Your account email and the affected workspace name or ID.
- The page or feature, relevant automation ID, prompt slug/version, and channel, when applicable.
- The approximate date and time, including timezone, and the exact displayed error.
- Steps that reproduce the problem and whether it affects one contact or several.
- The request ID from Message details for a failed reply, and generation/delivery status if available.
- A screenshot with secrets and unnecessary customer details removed, plus checks you already tried.
For a billing or access question, state the workspace, plan or invoice reference if relevant, and the action you need help completing. For a privacy request, follow the privacy guide below. Provide only the information needed for the issue; support can ask for additional details through the conversation.
Before repeating a failed action
Check the workspace and refresh the affected page. If an AI reply exists but delivery is uncertain, inspect Chats and Manychat before sending again to avoid duplicates. A prompt test, mapping preview, and live automation test do different things; tell support which one you used.
If the problem is an exposed credential, replace the affected key or token through its provider and update the integration. Never send the exposed secret as evidence. Keep the support conversation together when you receive a response so the investigation retains its context.