Opening a support ticket
Where to open a ticket on blackbox.md, which fields to fill in, the limits and how to write a clear request.
On this page
The “Tichete de suport” (Support tickets) page (blackbox.md/account/tickets, “Contul meu” (My account) → “Ajutor și suport” (Help and support)) is where you write to the BLACKBOX team and follow the conversation. Here you open a new ticket and see the list of your tickets.
Available to: any customer signed in to blackbox.md. You don't need an active server: you can also ask about an order, an invoice or a payment.
The blackbox.md website is available in Romanian and Russian; this article quotes the Romanian labels with their English meaning.
Where to find your tickets
- Sign in to blackbox.md and click “Cont client” (Customer account) in the top bar. On a phone, only the account icon with your initials is shown.
- In the account menu, click “Ajutor și suport” (Help and support). The item is at the bottom of the menu, above the “Deconectare” (Sign out) button. On a narrow screen (phone, tablet), first open the menu with the “Meniu cont” (Account menu) button.
- The “Tichete de suport” (Support tickets) page opens.
If you open the link blackbox.md/account/tickets without being signed in, the sign-in page opens first, and after you sign in you return to this page.
Note Tickets exist only on blackbox.md. The app.blackbox.md panel has no ticket section for customers and no link to one.
How to open a ticket
- On the “Tichete de suport” (Support tickets) page, click “Tichet nou” (New ticket) in the top-right corner. The form appears above the list.
- In “Subiect” (Subject), briefly describe the problem (3–200 characters).
- In “Server (opțional)” (Server (optional)), enter the server's name from the panel or its IP address, if the problem concerns a server. The field shows the hint “Numele sau IP-ul serverului afectat, dacă e cazul.” (Name or IP of the affected server, if applicable.)
- In “Descrieți problema” (Describe the problem), explain the situation (up to 10,000 characters). For what to include, see the “How to write a clear ticket” section below.
- Click “Trimite tichetul” (Send ticket). While the ticket is being sent, the button shows “Se trimite…” (Sending…).
- The form closes, and the ticket appears in the list with its number (for example,
#42) and the status “Deschis” (Open).
The “Trimite tichetul” button stays inactive until the subject has at least 3 characters and the description is not empty. The “Anulează” (Cancel) button closes the form and deletes everything you have written.
You do not get a confirmation email when you open a ticket. The confirmation is the new row in the list. You get an email only when the team replies to you: see Replies, statuses and closing tickets.
Form fields
| Field | Required | Limit | What to know |
|---|---|---|---|
| “Subiect” (Subject) | yes | 3–200 characters | Spaces at the beginning and at the end are not counted. |
| “Server (opțional)” (Server (optional)) | no | — | Free text; there is no list of servers to choose from. The text is added at the beginning of the message, on a separate line: Server: …. |
| “Descrieți problema” (Describe the problem) | yes | up to 10,000 characters | Plain text; line breaks are kept. Longer pasted text is cut off at 10,000 characters, without a warning. |
What the form does not have:
- attachments: paste logs and error messages directly into the description, as text. Include only the relevant lines;
- categories, departments or priority: say how urgent the problem is in the subject and in the text;
- editing or deleting a message: once sent, the text cannot be changed. Write any additions as a reply in the same ticket.
Tip For screenshots or files, send an email to support@blackbox.md and put the ticket number (for example,
#42) in the email's subject.
Limit on new tickets
You can open at most 5 new tickets per hour per account. On the sixth attempt, the message “Prea multe tichete create recent. Încercați mai târziu.” (Too many tickets created recently. Please try again later.) appears. Refused attempts count too, so wait an hour without trying again. For new information about the same problem, reply in the ticket that is already open; replies have a separate limit, described in Replies, statuses and closing tickets.
The ticket list
| Column | What it shows |
|---|---|
| “#” | The ticket number, for example #42. Use it when you write about the ticket through another channel. |
| “Subiect” (Subject) | The subject you entered. |
| “Statut” (Status) | The current status. A new ticket has the status “Deschis” (Open). |
| “Actualizat” (Updated) | The date of the last message in the ticket (without the time). |
- Tickets are sorted by their last message: the one with the most recent activity comes first.
- The page shows only the 20 most recent tickets, with no further pages. Tickets that do not fit in the list are not visible on the page, but they are included in the file described in Downloading your data (“Datele mele”). If the team has replied to an older ticket, you can also open it with the “Vezi conversația” (View the conversation) button in the notification email.
- Click a row to open the conversation. The first message is your description, marked “Dvs.” (You).
- If you have not opened any tickets yet, the page shows “Nu aveți tichete încă.” (You have no tickets yet.)
Messages and errors
| What you see | What it means | What to do |
|---|---|---|
| “Prea multe tichete create recent. Încercați mai târziu.” (Too many tickets created recently. Please try again later.) | You have reached the limit of 5 new tickets in the last hour. | Wait an hour without trying again, or write in your existing ticket. |
| “Nu am putut trimite tichetul. Încercați din nou.” (We could not send the ticket. Please try again.) | A temporary error. | Copy your text, then try again in a few minutes. If the error persists, write to support@blackbox.md. |
| A message in English, for example “Unauthorized” or “Invalid token” | Your session on blackbox.md has expired. | Copy your text, reload the page, sign in and send it again. |
| A technical message in English about the 10,000-character limit | The description together with “Server (opțional)” (Server (optional)) is longer than 10,000 characters. | Shorten the description. |
| “Eroare la încărcare.” (Loading error.) | The list could not be loaded. | Reload the page. |
| “Tichetele sunt temporar indisponibile” (Tickets are temporarily unavailable) | The ticket system is not working at the moment; the “Tichet nou” (New ticket) button is missing. | Write to support@blackbox.md or use another channel from How to contact BLACKBOX support. |
How to write a clear ticket
A complete ticket gets a useful answer the first time, without follow-up questions. Include:
- What: what isn't working and what you expect to happen.
- Where: the server's name or IP, the domain, the order number (
BBX-YYYY-NNNNNN, from “Contul meu” (My account) → “Comenzi” (Orders)) or the invoice number. - When: the date and time the problem appeared (Moldova time) and whether it happens again.
- The exact error: copy the text of the message or the command output instead of describing it in your own words.
- What you have tried: the steps you took and the result of each one.
- What changed recently: updates, new settings, firewall rules.
Write a specific subject, not just “Help”, and open a separate ticket for each problem. Here is an example of a completed ticket (the field names are the ones on the form):
Subiect: SSH: Connection timed out since October 9
Server (opțional): web-prod, 203.0.113.10
Descrieți problema:
Since today, October 9, at around 14:30 (Moldova time), I can't connect over SSH.
Connection command: ssh root@203.0.113.10
Error: ssh: connect to host 203.0.113.10 port 22: Connection timed out
The website on the server opens normally.
What I tried: I rebooted the server from the panel at 14:45; the error did not go away.
Last change: yesterday I enabled ufw on the server.
Order number: BBX-2026-000123Warning Never put passwords (root, account, panel), API tokens (
bbx_pat_…), private SSH keys or card details in a ticket. Messages cannot be deleted. If you sent a secret by mistake, change it immediately: see Resetting the root password, Changing your account password or API tokens: creating, copying and revoking. Your public SSH key (the.pubfile) is not secret, and you can include it.
Frequently asked questions
Can I open a ticket from the app.blackbox.md panel? No. Tickets can be opened only on blackbox.md, in “Contul meu” (My account) → “Ajutor și suport” (Help and support).
Do I get an email after I open a ticket? No. You get an email only when the team replies. Always reply on the ticket page, not by replying to the email; details in Emails you receive from BLACKBOX.
Can my colleagues see my tickets? No. Each blackbox.md account sees only the tickets opened from it.
How quickly will I get a reply? No response time is published for tickets. If the problem is urgent, call +373 78 003948, Monday–Friday, 09:00–18:00 (Moldova time). The other channels are in How to contact BLACKBOX support.