Before you start
Sign into the account affected by the issue. Keep a redacted screenshot or error message available.
Steps
- Open Support and create a ticket with a specific subject such as “GPU app fails to start” or “Top up awaiting credit”.
- Include the service name and ID, the time and timezone, what you tried, and the result you expected.
- For billing, add the payment or invoice identifier and amount. For connection failures, include the connection method and redacted error.
- Attach a screenshot or short log excerpt after removing credentials, customer document contents, and private payment details.
- Reply in the same ticket when you have new evidence. Review staff replies and the ticket status before opening a duplicate.
Check the result
The ticket records the issue and follow-up replies in one place.
Troubleshooting
Website errors may create diagnostic tickets automatically. Mention the time of the error so support can correlate it. Never send root passwords, private SSH keys, application tokens, or API keys.