Contacting RoxWhy Support for Learning Help

What parents and students should include when contacting RoxWhy support for learning, billing, account, privacy, or technical issues.

Use RoxWhy Support, Contact, or email support@roxwhy.com.au.

Support requests go through the existing RoxWhy contact and super-admin messages flow. You do not need to create a separate support account.

Choose the right category

Use:

Account access for sign-in, account email, onboarding, or workspace access.
Plans and billing for subscriptions, receipts, cancellations, refunds, or payment issues.
AI tokens and top-ups for token balance, usage, top-up, or failed purchase issues.
RoxBots and knowledge bases for learning setup, uploads, RoxBots, source grounding, or workspace questions.
Technical issue for errors, broken pages, failed forms, or unexpected behaviour.
Privacy or data for deletion, data, upload, or privacy questions.

Include the right details

Every support request should include:

The email address on the RoxWhy account.
Whether the request is from a parent, student, or account holder.
The support category.
A short subject line.
What you expected to happen.
What happened instead.
Any error text.
The plan, top-up, RoxBot, knowledge base, document, or workflow involved.

Learning support checklist

For RoxBot, knowledge base, Co-Writer, Quiz, Deep Solve, Deep Research, Visualize, Book Builder, notebook, or memory questions, include:

Subject or course.
Mode used.
RoxBot name, if relevant.
Knowledge base name, if relevant.
Document type, if relevant.
What the student asked.
What answer or behaviour seemed wrong.

Do not send private documents unless support asks for a narrowed example.

Billing and refund checklist

For billing and refund requests, include:

Account email.
Plan or top-up amount.
Payment date.
Payment provider.
Receipt or invoice reference, if available.
Last four digits of the payment method, if relevant.

Do not include full card numbers or bank login details.

Privacy and deletion checklist

For privacy, export, or deletion requests:

Contact support from the account email where possible.
State the request clearly.
Mention whether the request includes uploaded documents, account data, support messages, or billing records.
Do not include passwords.

Good support message example

I am the parent account holder for student@example.com. The student was using the Biology RoxBot with the Year 9 Biology knowledge base. They asked for quiz questions from the cell structure notes, but RoxWhy answered without using the uploaded notes. We expected source-grounded questions. This happened at about 7:30 pm on Thursday.

Contacting Support