BOXED has a live site chat running alongside the platform where members talk, share pulls and take part in gem drops. Chat is powered by SendBird. This article covers the channels available, what you need in place to post, the rules and moderation tools that apply, how gem drops work, and what to do if your chat access has been restricted.
Summary
To post in chat you need to be signed in, phone verified, to have accepted the chat rules, and to not be muted.
Messages are limited to 200 characters each.
There are general category-specific channels and Subscriber channels.
Gem drops run every 30 minutes, with a live window of the last 2 minutes, from 0:28 to 0:30 and from 0:58 to 1:00.
Gem drops require identity verification (KYC).
A standard gem drop shares out 2,000 gems among everyone who joined, and 5 Big Winners are selected in every drop and receive 50 gems each.
If your chat access has been restricted, please ask to speak to a human and our team will look into it.
Chat channels
Site chat is not a single room. It is split into channels so conversations stay on topic:
General category-specific channels, organised around the categories on the platform, so you can talk about the one you actually collect.
Subscriber channels, available to members on a subscription. Details of what each tier includes are in Subscriptions: tiers, billing and cancelling.
What you need to post in chat
Four things need to be true before you can send a message:
You are signed in to your BOXED account.
Your phone is verified. This is what keeps the chat usable and cuts down on spam. Supported number types and code troubleshooting are covered in Phone verification: supported numbers and codes.
You have accepted the chat rules. You are prompted to accept them the first time you open chat.
You are not muted. A mute is a temporary restriction on posting applied by a moderator.
Once all four are in place, chat opens up straight away and there is nothing else to enable.
Chat rules and moderation
200 characters per message. If you have more to say, split it across messages rather than trying to fit it into one.
No spam or flooding. Repeating the same message, posting in rapid succession, or filling a channel with links will get your access restricted.
No advertising or off-platform links. Promoting other sites, sales or trades outside BOXED is not allowed in chat.
No harassment or offensive content. Chat is a shared space and is moderated as one.
No impersonation. Do not present yourself as BOXED staff or as another member.
Never share account details. BOXED staff will not ask for your password, your 2FA codes, or verification documents in chat, and anyone who does is not from BOXED.
The moderation tools available in chat are mute, unmute, report and ban. Reporting is available to everyone, so if you see a message that breaks the rules you can report it directly from chat. Mute, unmute and ban are moderator actions. A mute stops you posting for a period, and a ban removes chat access.
If you would rather be less visible on the platform generally, Anonymous Mode hides your profile and display name across most surfaces. See Your profile: display and privacy.
Gem drops
Gem drops are free gems shared out in site chat on a fixed schedule. They are not something you buy into and they cost you nothing to join.
When drops happen
A gem drop runs every 30 minutes. The live window is the last 2 minutes before the drop resolves, which means it runs from 0:28 to 0:30 and from 0:58 to 1:00. The drop appears in chat when its window opens, so there is no need to guess the timing, but you do need to be there for it. Drops you miss cannot be claimed afterwards.
How to join
Click "Count Me In!" during the live window. That is the whole process. Once the window closes, the gems are split among everyone who joined and credited to your balance automatically, so there is nothing to claim separately.
How the gems are shared out
A standard gem drop shares out 2,000 gems. In every drop, 5 Big Winners are selected and each receives 50 gems. The remainder is divided among everyone else who joined, so the more members who take part in a given drop, the smaller each individual share becomes.
What you need to join a gem drop
Gem drops require completed identity verification (KYC). This is because drops distribute real gem value, and verification is what keeps them going to real, unique members rather than duplicate accounts. Phone verification is not a requirement for gem drops specifically, although it is required to post in chat.
If you cannot join drops, incomplete KYC is almost always the reason. See How to verify your identity (KYC) for which documents are accepted and how long review takes.
What you can do with gem drop gems
Gems from a drop go into your normal gem balance and behave exactly like any other gems. You can spend them on boxes, vending machines, games or anything else priced in gems. See Gems: the complete guide, Boxes and box opening and Vending machines.
Chat restrictions
Chat access can be muted or removed when the rules above are broken. A restriction affects chat only. Your account, your gem balance, your inventory and every other BOXED feature carry on working normally, so you can still open boxes, withdraw and manage your account while chat is restricted.
If you believe a restriction was applied in error, or you would like it reviewed, please ask to speak to a human and our team will look into it. It helps to say roughly when you lost access and to include any context you think is relevant.
A chat restriction is not the same as an account lock. If you cannot access your account at all rather than just chat, see Why is my account locked or frozen?.
Troubleshooting
Chat will not load
Refresh the page or restart the app first. Chat is delivered through SendBird, so a strict ad blocker, VPN or corporate network can sometimes block the connection. Trying a different network or browser usually confirms whether that is the cause. General app troubleshooting is in Using BOXED: app and troubleshooting.
My message will not send
Check the four requirements: you are signed in, your phone verification is complete, you have accepted the chat rules, and you are not muted. Also check your message is within the 200 character limit. Rapid repeated messages can be rate limited, so pausing briefly and trying again often resolves it.
I joined a drop but no gems arrived
Confirm your KYC is complete, since drops require it, then refresh your gem balance. If your KYC is verified, you clicked "Count Me In!" while the drop was live, and no gems posted, please ask to speak to a human and our team will look into it. For gems missing from missions, surveys or offers instead, see Gem credit didn't post: missions, surveys, offers.
Common questions
Why can't I post in site chat?
You cannot post in site chat unless you are signed in, your phone is verified, you have accepted the chat rules, and you are not currently muted. Completing phone verification and accepting the rules resolves this for most members.
What is a gem drop?
A gem drop is a free share of gems that runs in BOXED site chat. Drops happen every 30 minutes, and you click "Count Me In!" while the drop is live to take part.
How often do gem drops happen and when exactly?
Gem drops happen every 30 minutes. The live window is the last 2 minutes before each drop resolves, running from 0:28 to 0:30 and from 0:58 to 1:00. You need to join during that window, as drops cannot be claimed after they close.
How do I join a gem drop?
You join a gem drop by clicking "Count Me In!" in site chat during the live window. Once the window closes the gems are split among everyone who joined and credited automatically to your balance.
How many gems are in a gem drop?
A standard gem drop shares out 2,000 gems. Five Big Winners are selected in every drop and each receives 50 gems, and the remainder is divided among the other members who joined.
What do I need to join a gem drop?
To join a gem drop you need completed identity verification (KYC). Phone verification is not required for gem drops themselves, though you do need it to post messages in chat.
How long can a chat message be?
Chat messages are limited to 200 characters each. If you need to say more, split your message across several messages.
What chat channels are there?
Site chat has general category-specific channels organised around the categories on the platform, plus Subscriber channels available to members on a subscription.
I was muted or banned from chat, can that be reviewed?
Yes, a chat mute or ban can be reviewed. Please ask to speak to a human and our team will look into it, and include roughly when you lost access along with any context you think is relevant. Your account and every other BOXED feature keep working normally while chat is restricted.
Does a chat restriction affect the rest of my account?
No, a chat restriction only affects site chat. Your gem balance, your inventory, box opening, withdrawals and account settings all continue to work as normal.