Faq ibox support
What is iBox?
iBox is the official customer support channel for our consumers to submit in their areas of concern or errors they have encountered while using our services.
Users are encouraged to provide as much details as possible when submitting an iBox query in order for our Customer Service and Game Support team to assist and provide resolution in the most effective manner.
How long does it take for my iBox query to be responded to?
The standard response time for iBox queries is between 24 to 72 hours. However, it may take longer in some cases where intensive investigation is required.
I sent numerous iBox queries about my issue. Why haven’t I got any reply?
Unlike forum posts, sending excessive iBox queries to “bump” your case, will only result in “bumping” your iBox case to the back of the incoming case queue. This is because all cases are dealt with on a first-come-first-serve queue basis.
When you send your case in repeatedly, the system will extract the latest time-stamp. Therefore, cases with earlier timestamps will move forward through the queue, while the case with the most recent time-stamp gets pushed backwards.
As such, you are advised not to “bump” your iBox query or email, as this will delay the time taken to respond to your case.
Where do I check for a reply after I have sent an iBox query?
For security reasons, all replies will be sent to the email address entered in the iBox web form. Hence, do ensure that you have entered the email address accurately in order to receive the reply to your query.
How do I upload the screenshot or video in the iBox web form?
Users who need to provide us with supporting screenshots or videos can choose to upload the content on platforms such as Dropbox, ImageShack, Photobucket etc (or whichever 3rd party application that you are most comfortable with) and provide us with the URL link.
Eg: If you have uploaded a video to YouTube, please copy and paste the URL into the Reference Link field on our web form.