# Contact Support

*Our support team is here to help you with issues and questions related to your Stobox 4 account.*

*We're also happy to hear your thoughts and feedback.*

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#### To contact the Support Team, email 

<h4 align="center"><mark style="background-color:yellow;">support@stobox.io</mark></h4>

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**Note:**

* We aim to respond to all emails within one business day, though complex issues may take longer.
* Stobox does not offer 24/7 human support.
* We do not offer support on Telegram, WhatsApp, X (formerly Twitter), or similar platforms either. If someone reaches out to you via those channels and offers help in DM, they are scammers.
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#### To save your time, we recommend,

* Use your Stobox 4 registered email address.

  For security reasons, the Support Team retains the right to decline support enquiries from unregistered email addresses, unless the inquiry is about registration issues.
* Send us as many details of the issue as possible. They may include the action you were trying to perform, any error messages you received, the browser/device you used, etc.
* Screenshots or videos are very helpful and save time when locating the issue.

{% hint style="info" %}
Use this link to record without installing any extensions → <https://recorder.jam.dev/9A2tsTK>

Watch this guide to do it correctly → <https://youtu.be/FUh2_y0Q8bs?si=DTF-4_a1Bhc5Qo9K> \
\
Let us know that you filmed via the link (we don't receive notifications about new recordings).
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#### Escalation

*In some cases, the support team needs to escalate your issue internally. This section explains when and how that happens.*

**Technical issues**

Some technical issues require developers to look into it. In this case, we'll forward the case to the technical team and will wait for their advice or fix.

Please note that the technical team may ask you for additional screenshots or videos of specific actions to help locate the issue and resolve it as soon as possible.

**KYC/KYB issues or rejection**

While the Stobox team has an in-house compliance team, their primary goal is to advise companies issuing assets on Stobox about compliance and jurisdictional matters.

So we use our Sumsub integration to verify the identities of individuals and companies, fully trust their decisions, and can't influence them.&#x20;

However, our compliance team can speak with Sumsub to address any questions you may have about the KYC results or the reasons for rejection. &#x20;

We encourage you to read the guidelines and recommendations we received from Sumsub to ensure a quick and successful KYC process.

**STBU/STBX issues**

Some issues with Stobox tokens (STBU or STBX), such as losing access to the wallet and the need to recover STBX or the inability to remove liquidity from the STBU Uniswap pool, can be solved only with the help of the management team, since only they have access to crucial functions of the relevant smart contracts.

If their help is needed, the support team will create a task for the management team and monitor it to ensure the issue is resolved as soon as possible.

Please keep in mind that these cases typically take longer to resolve and may require several business days.

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We appreciate your patience as our team works to help you.
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