Contacting Support

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

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.

Direct links

• Account support
• Billing support
• AI-token support
• Learning support
• Technical support
• Privacy support