Getting help

How to reach support

If the answer is not in this help center, we are glad to help directly. How to reach us - Chat: use the support widget on this help center or inside the console. It is the fastest way to reach a person. - Email: write to your support address and we will pick it up as a ticket. Get a faster answer Before you write, it is worth a quick search here. The most common questions already have step-by-step articles, including how to open a port, how to reset your authenticator, and how to connect to your server. When you do contact us, a little detail goes a long way. What to include when you report a problem lists exactly what helps us fix things on the first reply.

What to include when you report a problem

The quickest way to get a problem solved is to give us enough to reproduce it without a back-and-forth. When you contact support, include as much of the following as you can: - The region: Nairobi, Kigali or Huye. The same resource name can exist in more than one region, so this tells us where to look. - The resource: the server, volume or network name, and its ID if you have it. - What you were doing: the steps you took, and what you expected to happen. - What actually happened: the exact error message, word for word. A screenshot is ideal. - When it happened: the date and time, including your time zone, so we can match it to our logs. For a server you cannot reach, it also helps to say whether it has a public address and which ports you have opened. Working through My server cannot be reached first will often solve it outright, and if it does not, the answers to those checks are exactly what we would ask for anyway.