How to contact BLACKBOX support

The “Contacte” (Contacts) page (blackbox.md/info/contacts, menu “Informații” (Information) → “Contacte”) brings together all the channels you can use to contact the BLACKBOX team. The phone number, email address and street address also appear in the footer of every blackbox.md page. Support tickets are opened from your account: “Contul meu” (My account) → “Ajutor și suport” (Help and support) (blackbox.md/account/tickets).

Available to: anyone. Support tickets: only customers signed in on blackbox.md.

The blackbox.md website is available in Romanian and Russian; this article quotes the Romanian labels with their English meaning.

Contact channels

The only support email address is support@blackbox.md. You can write to us in Romanian or Russian.

Which channel to choose

Hours and response time

• Phone and WhatsApp: Monday–Friday, 09:00–18:00 (Moldova time).
• Email: the published response time is “în maxim 4 ore în zilele lucrătoare” (within a maximum of 4 hours on business days).
• 24/7 support: only for customers with an SLA contract (on the “Contacte” (Contacts) page: “24/7 pentru clienții cu SLA” (24/7 for customers with an SLA)). If you are interested in such a contract, write to us.
• Tickets: there is no published response time. When the team replies, you receive an email with the subject “[Ticket #N] …”, and you write your reply on the ticket page. Details: Replies, statuses and closing tickets.

What to include in your request

So that we can help you without follow-up questions, include:

1. The email address of your blackbox.md account. If you write to us by email, send the message from this address.
2. The order number BBX-…: the “ID” column in “Contul meu” (My account) → “Comenzi” (Orders), or the subject of the emails about the order.
3. The IP address or name of the server, from the panel, on the “My Servers” page.
4. The exact text of the error message, copied, not retyped from memory.
5. When the problem started (date and time).
6. What you have already tried.

Example:

Subject: Server not responding over SSH — BBX-2026-000123
Account: ACCOUNT_EMAIL
Server: SERVER_IP
Error: ssh: connect to host SERVER_IP port 22: Connection timed out
Since: October 9, 2026, 14:20
Already tried: rebooting from the panel (“Reboot”)

Security Never send passwords (for your account or root), private SSH keys or API tokens (bbx_pat_…) through any channel. If you sent one of them by mistake, change it right away (see “Frequently asked questions” below).

Account recovery and removing 2FA

Before restoring access to your account or removing two-factor authentication (2FA) from the panel, the team verifies your identity.

1. Write to support@blackbox.md from the email address of your blackbox.md account. If you cannot sign in, you cannot open a ticket.
2. Say what happened: you forgot your account password, or you lost your 2FA device.
3. The team tells you what information is needed for the verification.

Detailed steps: Forgot your account password and Lost your 2FA device. For your server's root password or SSH key: Lost access to your server (password or key).

Suggest a new article

If you can't find a topic in the help center, send an email to support@blackbox.md with the subject “Cerere KB:” (KB request:) followed by the topic you want. If the topic is of general interest, we publish an article.

Company details for invoices

The BLACKBOX company details (name, IDNO, legal address, bank, SWIFT, IBAN) are on the “Contacte” (Contacts) page, in the “Date pentru factură” (Invoice details) block: click the heading to expand the block. All the details: Legal details and BLACKBOX company details. Paying through the bank: Paying by bank transfer and BLACKBOX bank details.

Frequently asked questions

How do I find out about planned maintenance or incidents? Under the Terms and Conditions, scheduled maintenance is announced, where possible, at least 24 hours in advance, by email or through the administration panel. We inform you about unexpected incidents through the support channels.

Can I reply to the email I receive about a ticket? No. A reply sent by email does not reach the ticket. Write on the ticket page, in “Ajutor și suport” (Help and support).

Can I send screenshots or files? Tickets do not accept attachments. Paste logs into the ticket as text, and send screenshots to support@blackbox.md with the ticket number in the subject.

I sent a password, a key or a token by mistake. What do I do? Replace what you sent right away: the root password (Resetting the root password), your account password (Changing your account password), the SSH key (Adding and removing SSH keys on the server) or the API token, which you revoke and replace with a new one (API tokens: creating, copying and revoking).

Can you help me on weekends or at night? 24/7 support is only for customers with an SLA contract. Other customers can write to us at any time, by email or through a ticket. The published response time, “în maxim 4 ore în zilele lucrătoare” (within a maximum of 4 hours on business days), applies to email.