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Have your order code ready
Every order has an eight-character code, shown on your order page and in every email we send about it. With it we can see the machine, its state and its history immediately. Without it, finding your server means asking you a series of questions you should not have to answer.
What we can help with quickly
Provisioning that is taking longer than it should. Credentials that have not arrived. A reinstall or an OS switch. Adding IP addresses. Resizing a plan up — or down, at the next term. Migrating between regions. Snapshots and restores. Resetting a root password. DNS and deliverability on an SMTP relay.
What to include if something is broken
The order code, the IP address, what you expected to happen, what happened instead, and the exact error if there is one. For a networking problem, the output of a traceroute from your side is worth more than any description of the symptom.
Payment problems
If you underpaid, send the order code and the transaction hash: we will either top the swap up by hand or return what arrived, less the network fee to send it back. If you sent to an expired address, the same applies — the funds are not gone, they just need moving by hand. If a deposit window lapsed before you paid, nothing is owed and nothing is lost; start a new order at the current rate.
Abuse reports
If a machine of ours is causing you a problem, write to us with logs and timestamps and we will act. We would much rather hear from you than from a blocklist.
What we cannot do
We cannot recover data from a server destroyed after its grace period, because it is genuinely gone. We cannot administer your server for you beyond the platform level, though we will usually point you at the answer. We cannot make exceptions to the acceptable-use policy.