Support · Mirox

Talk to a human.
support@mirox.pt

Every support email is read by a person on the Mirox team — usually within the same working day, always within two. No tier-one router, no chatbot, no ticket portal pretending to be one. Just an inbox, and the engineers who built the thing you are writing about.

What to expect

Primary inbox

support@mirox.pt

Reply target: same working day · hard limit: two working days · covered hours Mon–Fri 09:00–19:00 WET (Lisbon). Billing has its own inbox at billing@mirox.pt; security reports go to security@mirox.pt and are watched by on-call outside hours.

What to expect

One inbox. A person on the other end. A clock we publish.

We do not run a support pyramid. The first reply you get is from someone who can read the decision trace, open the database, and ship a fix — not a script reader trained to keep you on the line. That is only possible because we are small. We will keep it that way for as long as we can.

Reply target is the same working day. Hard ceiling is two working days; if we cannot answer the question by then, we write to say what is in the way and when we will be back. Founding-cohort customers get a weekly call with the founders on top of the inbox — that channel is private to that cohort.

Time-sensitive items go to the specific inbox first — security@mirox.pt for vulnerability reports, billing@mirox.pt for invoice or VAT issues mid-cycle. For everything else at support@, put [urgent] in the subject and it bypasses the normal triage.

What we cover

Four topics, three inboxes. Pick the door that matches the question.

Technical support

"Something is not behaving the way the page says it should."

Connection errors, Shadow Mode questions, decision traces that look wrong, dashboard issues, missing data, anything broken. Include the marketplace, the campaign or ASIN, and the time window if you can — it speeds the first reply by a day.

support@mirox.pt

Billing & accounts

"Plan changes, invoices, refunds, VAT, seat moves."

We charge a flat fee, never a percentage of spend. If the invoice does not match the page, write to us — we fix it the same day. EU VAT numbers and reverse charge are handled at checkout; if you need a corrected invoice or an early renewal, just ask. Billing has its own inbox.

billing@mirox.pt

Security & vulnerability reports

"You think you found something. We want to hear about it."

Responsible disclosures, suspected account takeovers, anything that looks like a data-handling concern. Security has its own inbox — watched by the on-call engineer outside business hours. A PGP key is available on request from the same address.

security@mirox.pt

Bugs & feature requests

"A trace reads wrong, a number does not add up, or a thing you wish the tool did."

Every bug report and feature ask is read by an engineer — not a router, not a chatbot. We publish what shipped in the changelog. If your request lands in a release, the release note credits the customer who asked.

support@mirox.pt

Help us help you

Four lines in your email cut the first reply in half.

  • 01The Mirox account email, so we can find you without asking.
  • 02The marketplace (DE, FR, IT, ES, UK, etc.) and the campaign, ASIN or trace ID if relevant.
  • 03The time window — “yesterday 14:00–15:00 WET” beats “recently” every time.
  • 04What you saw vs. what you expected to see. A screenshot or a CSV row attaches fine — we do not strip attachments.

Other inboxes

Support is the catch-all. Four things have their own door.

  • Sales conversations and pricing exceptions — write to info@mirox.pt. The pricing page is the price, but if you are running a multi-marketplace operation and want to talk procurement, that inbox is the right one.
  • Press, podcasts, analyst briefings — press@mirox.pt, or use the press kit on /press.
  • Founding cohort applications — /beta. We reply within two working days, or we write to say we need longer.
  • Job applications — /careers. Hiring is paused outside the listed roles, but the inbox is read.

If you are not sure which inbox is right, send it to support@mirox.pt and we will route it. We would rather forward a message internally than ask you to send it twice.

One inbox, one promise

If it is wrong, broken, or unclear — tell us.

Every email gets a human reply. Every bug report is read by an engineer. Every security report goes to on-call. Same working day if we can, two working days at the latest.

Email support@mirox.ptSee what we shipped

Mon–Fri 09:00–19:00 WET · security@mirox.pt is watched by on-call outside hours