Get in Touch
Have a question about MyColdInbox, need help connecting an inbox, or want to know if it fits your team? Send us a message and a real person on our team will reply, usually within one business day.
support@mycoldinbox.comMyColdInbox is built and supported by a small team, not a large call center. When you write to us, your message goes directly to the people who build and maintain the product, not to a queue of scripted replies. That means you can generally expect a specific, useful answer instead of a generic one, though it also means we handle support during standard business hours rather than around the clock. If you write to us outside those hours, your message is still received immediately and queued for a reply on the next business day.
Product support
Already using MyColdInbox and need a hand? Our team is here to help you get unblocked, whether that means reconnecting a mailbox that stopped syncing, understanding why a reply landed in the wrong thread, adjusting a team member's access, or walking through a billing question. Simple questions, such as how a plan limit works, are usually answered the same day. Questions that require us to look closely at your workspace or account history may take a little longer, and we will tell you if that is the case rather than leave you waiting without an update.
support@mycoldinbox.comWhat to include in your message
The more detail you give us, the faster we can help, since it lets us look into the right part of your workspace before we even reply. When relevant, include:
- The email address on your MyColdInbox account, so we can find your workspace quickly
- Which email provider you are trying to connect: Gmail, Google Workspace, Outlook, Office 365, or another IMAP provider
- Whether you are seeing an error message, and the exact wording if so
- A screenshot, if the issue is visual, such as a sync problem, a missing thread, or an incorrect status
- Your workspace or company name, if you are on a team plan with multiple members
- Roughly when the issue started, and whether it affects one connected inbox or all of them
What you should never include in a support message is your full email account password. MyColdInbox connects to Gmail and other IMAP mailboxes through a dedicated app password, and to Microsoft accounts through OAuth, so we never need your primary account password to help you. If a reply ever asks you for it, treat that as suspicious and contact us separately to confirm.
What we help with
Every message goes to the same address, support@mycoldinbox.com, regardless of topic. Common reasons teams write in include:
- Connecting or reconnecting a Gmail, Outlook, or IMAP mailbox
- Questions about plan limits, such as how many inboxes or team members a plan includes
- Billing questions, including invoices, upgrades, downgrades, and cancellations
- Reporting a bug, a sync delay, or a message that did not appear in your unified inbox
- Requesting a feature or telling us how your team uses MyColdInbox
- Adding, removing, or adjusting the role of a team member in your workspace
- Data privacy questions, including requests to access, export, or delete your account data
- Security questions or reports, including a suspected account compromise
On billing specifically, we can help with invoices, changing your plan tier, understanding proration when you upgrade mid cycle, and processing cancellations. Payment itself is handled by Stripe, so we never see or store your full card number, but we can see your subscription status and billing history and can answer most account level questions directly without needing to loop in anyone else.
If you manage inboxes on behalf of clients, you can reach us the same way. Let us know how many client workspaces you are running and what you are trying to accomplish. This helps us give you an answer specific to a multi client setup, where each client's mailboxes and message data stay segregated in their own workspace, instead of a general answer written for a single mailbox. If you manage several client workspaces, mention that up front and we will keep context across them so you are not re-explaining your setup every time you write in.
What happens after you write to us
Your message reaches our support inbox directly, a member of our team reads it and looks into your account or workspace where relevant, and you get a reply addressed to your specific question rather than a template. If your question needs input from whoever built the feature in question, we will say so rather than guess, and follow up once we have a real answer. If your question touches more than one topic, such as a billing change and a connection issue, you do not need to send two separate emails. One message covering everything is easier for us to route and usually faster for you.
We reply in plain text email, which works with any screen reader or accessibility tool you already use. If you need information from us in a different format, mention that in your message and we will do our best to accommodate it.
Before you write to us
A few questions have quick answers you can find without waiting for a reply:
Response times
We aim to respond to every message within one business day. Messages sent during a weekend or a US holiday are answered on the next business day. If your question is urgent, for example your account is inaccessible or you suspect unauthorized access, say so directly in your message and we will prioritize it. If you have not heard back after a full business day, it is worth checking your spam folder for our reply before writing again, since that is the most common reason a reply appears to go missing.
Prefer to just try it?
Start free: connect your inboxes and see MyColdInbox in action.
Start Your Free Trial Now