Support
Find the answer. Or ask a person.
Most billing and payment questions have a short, exact answer in the docs below. For anything about your own server or payment, open a ticket: a person reads it, and our target for the first reply is 20 minutes, around the clock.
- 20 minutesfirst-reply target, 24/7
- A personreads every ticket
- Written downreplies by email and in the thread
- No feesto recover a payment, ever
How a ticket works
From your console to a fix.
A ticket is the fastest route for anything about your account, because it arrives already linked to the server or invoice.
Open it
In the console, go to Support and start a new ticket. Pick a category: a server, a payment, billing, abuse or something else.
Show us
Link the server or invoice, write what you expected and what happened, and attach up to 3 screenshots or log files of 5 MB each.
Get a reply
The ticket gets a number. A person answers by email and in the thread, with a first-reply target of 20 minutes, any hour.
Close or reopen
Close it when you’re done. Reply to a closed ticket later and it opens again, with the whole history.
Reach a person
A ticket, or an email.
Open a ticket
Console, Support, New ticketPick the server or invoice it’s about and attach up to 3 screenshots or logs. Replies arrive by email and stay in the thread, so nothing gets lost.
Email support
[email protected]Can’t sign in, or no account yet? Write from your account email if you have one; it’s how we know the server is yours. What to include.
Reporting spam, phishing or an attack from one of our IP addresses? Write to [email protected] with the IP, the time and the evidence.
Help docs
Common answers.
Short pages with the exact rule, read live from our settings, so they never quote an old number. All docs.
Getting started
Servers
Billing
Crypto payments
Account and security
Before you write
Four fixes you can do in a minute.
- Locked out of SSH?
- Most lockouts are a key mismatch. Work through Permission denied (publickey); still stuck, open a ticket with the server name.
- Payment not showing yet?
- Most coins need a few confirmations first, and you can close the invoice page while they arrive. How long each coin takes.
- Is it us or you?
- The status page shows payment checks, new-server health per location and any incident we have posted, from live data.
- Hardening a new server
- Keys instead of passwords, a firewall and automatic updates, step by step in the VPS security guide.
We never ask for a password, a key or a fee.
Not your account password, not your SSH private key, not your wallet seed phrase, and never a fee to recover a payment. Anyone asking is not us.
Support questions
Straight answers.
How fast will someone answer?
Our target is a first reply from a person within 20 minutes, 24 hours a day, 7 days a week, for tickets and email alike. That is the first answer, not the time to fix every problem. It is written into our service level agreement.
Do you have phone support or live chat?
No. Support is by ticket and email, so every answer is written down and stays in the thread. A ticket from the console already tells us which server or invoice you mean.
I lost my two-factor device. What now?
Use a recovery code if you saved one. If not, start from lost two-factor and write to [email protected] from your account email.
I sent crypto on the wrong network or the wrong amount.
Don’t send again yet. Open a ticket with the coin, the network, the amount and the transaction ID. What we can recover. We never charge a fee to recover a payment.
Can I ask questions before I buy?
Yes. Email [email protected] about plans, countries or coins and a person answers. Or skip the wait: servers bill by the hour, so trying one costs cents.
Not a customer yet?
Support this fast comes with every server.
Billed by the hour, usually ready within 15 minutes. Your first deposit is matched.