Support tickets
Open a ticket in the right category, attach files and follow the conversation.
Open a ticket
- In the sidebar choose Support Tickets, then New Ticket.
- Pick a category. It decides which team receives your ticket.
- Optionally pick a sub-category.
- Write a subject and a message. Be specific: what you did, what you expected, what happened, and the VM's name if it is about a VM.
- Optionally attach files. Screenshots help. Images and PDFs up to 10 MB are accepted.
- Choose Submit Ticket.
| Category | Use it for |
|---|---|
| Technical | VM will not start, network problems, console not loading, anything not working. |
| Finance | Invoice questions, refund requests, failed payments, wallet balance differences. |
| Sales | Upgrades, questions about plans, custom or enterprise requests, pre-sales questions. |
| Abuse & Security | Reporting abuse, or a security concern about your account or a VM. |
Follow a ticket
Support Tickets lists your tickets with category, status and an indicator of the response target. Open one to see the full thread.
| Status | Meaning |
|---|---|
| Open | Received, not yet answered. |
| Pending staff | Waiting for the support team. |
| Pending you | The team replied and is waiting for you. |
| Resolved | The team considers it solved. |
| Closed | Finished. |
Reply from the thread. You can add attachments to a reply. Internal notes that staff write for each other are never shown to you.
Notifications
Replies can reach you by email or SMS, depending on your Support switches in Notifications.