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mailbox user forum Topic Problem Payment, Fees, Contract

Calculation errors in some mailbox contract terms

mailbox Support shared this problem ago

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Dear Community,

due to an error in the calculation of contract terms, in a few cases accounts were mistakenly suspended, or payment reminders were sent out.

Our team was able to quickly identify and resolve the cause of the problem. We are currently carefully reviewing the few cases still affected and making the necessary corrections manually.

Please rest assured that your payment has not been lost. Your contract term will be reset to the correct duration – unless this has already been done.

We understand that this causes uncertainty and inconvenience, and we deeply regret this. Thank you very much for your patience and understanding whilst we finalise the remaining cases.

Your mailbox Team

The same problem 0

Replies (3)

mar gru ●

I have an active new contract and my storage shows 50 MB

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zapata ●

Yeah, they screwed it again.
Maybe contact support directly: https://support.mailbox.org or helpdesk@mailbox.org.
Good luck.

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mailbox Support ●

Hello mar gru,

we have analysed the issue. Whilst we were able to quickly correct the wrong contract terms and reactivate blocked accounts, in a few isolated cases the Drive storage limit triggered by the account blocks has not yet been reset to the correct initial value everywhere.

Our development team is working to resolve this issue as quickly as possible. We will provide an update as soon as this has been done, and we ask for your patience in the meantime.

Kind regards

Your mailbox Team

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mailbox Support ●

Hello mar gru,

our Development team has fixed the issue and your storage should be fully available again. Please contact us via your ticket if that's not the case.

We apologise for the inconvenience caused.

Kind regards

Your mailbox Team

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Karin Bashkier ●

My 400GB of storage that I paid for has suddenly become 50GB. And what has happened to the contents that I had in the 400GB drive?

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mailbox Support ●

Hello Karin Bashkier,

thanks for your message! We apologise for the inconvenience.

The contents in your Drive storage are still there. Our development team is still working to resolve this issue as quickly as possible. We will provide an update as soon as this has been done, and we kindly ask for your patience in the meantime.

Kind regards

Your mailbox Team

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mailbox Support ●

Hello Karin Bashkier,

our Development team has fixed the issue and your storage should be fully available again. Please contact us via your ticket if that's not the case.

Once more, we apologise for the inconvenience caused.

Kind regards

Your mailbox Team

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Andrew McK ●

Hello Mailbox. Similar to other members above. I have an active account. But my mail quota & drive quota is restricted to 50MB / 100MB. I cannot receive emails! Very disappointed. Please can you rectify my account? Andrew

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mailbox Support ●

Hello Andrew McK,

thanks for your message. We will check what's going on there and give you an update as quickly as possible.

Kind regards

Your mailbox Team

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