Support

Last updated 26 September 2026

1. What to include

Write from the email address on your account, and tell us the device and operating system version, and what happened versus what you expected. If a specific file is involved, its name and type helps. Do not send passwords, one-time codes, or the file itself — we will ask if we need more.

2. Billing and subscriptions

Who bills a storage plan depends on where you bought it. A plan bought on oakbox.me is billed by us, through Stripe. A plan bought in the iPhone or Android app is billed by Apple or Google.

• To cancel: for a plan bought on oakbox.me, open Account → Storage and plan → Cancel plan. The plan runs to the end of the month you paid for, and you can keep it again until then. On iPhone or iPad, Settings → your name → Subscriptions → Oakbox → Cancel Subscription. On Android, Play Store → profile → Payments & subscriptions → Subscriptions → Oakbox → Cancel. Deleting the app does not cancel a subscription.
• To change plan: choose the plan you want under Account on oakbox.me, or from the Storage screen in the app; the store handles a switch it billed.
• For a refund:
  • Bought on oakbox.me: email us. We issue these refunds ourselves.
  • Bought on iPhone or iPad: only Apple can refund it. Request it at reportaproblem.apple.com.
  • Bought on Android: within 48 hours of the charge, request it from your Google Play order history. After that, email us and we can refund it through Google Play.
• Paid but nothing unlocked: open the Storage screen and tap Restore purchases. If that does not fix it, email us with the store receipt.

Section 7 of the Terms of Service sets out the renewal and cancellation terms in full.

3. Getting into your account

An Oakbox account is a Factiii account — the same email and password work on both. If you cannot sign in, choose “Forgot password” on the Oakbox sign-in screen. We email you a link to oakbox.me where you choose a new one. If you have lost the device holding your passkey or your two-factor codes, email us from the address on the account and we will help you recover it.

4. Files, sync, and search

• A file will not process. We read PDFs, Word documents, plain text, Markdown, and CSV, and we run optical character recognition over scans and photographs. A document longer than 400 pages is refused, and a very large file may be stored but not indexed. A PDF with no text layer and nothing legible to OCR has nothing to index.
• Search finds nothing. Indexing runs after the upload finishes. Give it a moment; the file list shows the progress.
• OneDrive stopped syncing. Reconnect from the app. A Microsoft token can expire or be revoked, and reconnecting mints a new one. Your files in OneDrive are never changed by this.
• An answer looks wrong. AI answers can be mistaken. Oakbox shows which part of which file an answer came from — open it and check. Tell us if an answer is badly wrong; it helps.

5. Privacy, data, and deletion

To get a copy of your data, correct it, or delete your account, see Deleting your account and your data. What we hold and why is in the Privacy Policy.

6. Reporting abuse or a security problem

Report abuse, or a copyright complaint, as set out in the Acceptable Use Policy. For a security vulnerability, email support@oakbox.me with "Security" in the subject. Report it to us before disclosing it publicly, and we will not pursue you for a good-faith report.

7. Reaching us

factiii llc
San Antonio, TX 78254
United States
support@oakbox.me