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Common problems

The fastest route to a fix for the things that go wrong most often, with the likely cause for each.

Support2 min read

On this page
  1. Getting into your account
  2. Your server
  3. Buying, billing, and cancelling
  4. None of these

The problems that come up most often, grouped by where they bite. Each one names the usual cause and links to the page that fixes it.

Getting into your accountYour serverBuying, billing, and cancellingStart in the panelA check or a fix you can make yourselfCannot sign inPlayers cannot connectServer off or unreachableSSH or RDP will not connectForgot the root passwordBlocked your own addressOrdered, no server appearedInvoice will not payAdding a card firstCancelling a serviceA request to the teamYou file it, and the team acts on itLost authenticator deviceA support request:no recovery codesClosing the accountFiled by Close account,on Privacy & dataMore diskFiled as an enquiry,from the storage pageDropping an unpaid orderFiled by Cancel,on the Orders listStart in the panelA check or a fix you can make yourselfGetting into your accountCannot sign inYour serverPlayers cannot connectServer off or unreachableSSH or RDP will not connectForgot the root passwordBlocked your own addressBuying, billing, and cancellingOrdered, no server appearedInvoice will not payAdding a card firstCancelling a serviceA request to the teamYou file it, and the team acts on itGetting into your accountLost authenticator deviceA support request: no recovery codesClosing the accountFiled by Close account, on Privacy & dataYour serverMore diskFiled as an enquiry, from the storage pageBuying, billing, and cancellingDropping an unpaid orderFiled by Cancel, on the Orders list
The fourteen problems on this page, by who acts on them. Ten start in the panel, with a check or a fix you can make yourself. Four are requests the team acts on, even where a button in the panel files the request for you. Derived from the cards on this page.

Getting into your account

You cannot sign in

Usually the password, the six-digit code step, or a session that expired while you were away. The reset path is on the sign-in page.

You lost your authenticator device

No recovery codes are issued, so there is no self-service way back in and recovery is a support request. Enrol a second device from the manual secret while you still can.

You want to close the account

Closing an account is a support request: Close account on the privacy page files it for you. Your data export lives on the same page.

Your server

Players or users cannot connect

Most often a rate limit set below your real peak, or no rule covering the port they actually use. Check the limits before you suspect an attack.

A server is off or unreachable

Read the power state, then the console, then try from a second network. That order tells you whether the machine or the path to it is the problem.

SSH or RDP will not connect

Check the address and credentials first, then whether a port rule or an IP block is dropping you. The console still works when neither of these do.

You forgot the root password

The panel can reset it. Make sure you have console access first, because losing the password while you are disconnected leaves you with no way in.

You blocked your own address

A block is dropped before every other filter runs, including yours. Remove it from the same list you added it to.

You need more disk

There is no self-service resize. Extra storage starts as an enquiry from the storage page and is handled as a request.

Buying, billing, and cancelling

You ordered but no server appeared

A new server waits for you to choose an operating system: the overview reads Your server is ready to set up with a Choose an operating system button.

An invoice will not pay

Payment options are filtered to the invoice currency, and the panel always pays the full outstanding amount. Wallet credit applies only when the currency matches.

You want to add a card first

There is no add-a-card flow. A card is saved when you pay an invoice with it, and it is available from then on.

You want to cancel a service

Cancellation runs to the end of the current term. Turning off auto-renew stops the next invoice, and there is no immediate cancellation in the panel.

You want to drop an unpaid order

Only a draft or pending order has a Cancel button, and it files a cancellation request rather than cancelling outright. The orders list shows what state each one is in.

None of these

If nothing above matches, work through Checking platform status first so you can tell the team what you already ruled out, then open a ticket with the server attached, the exact error, when it started, and what changed just before.

Need a server, or a hand with one?

Pick a plan to deploy a server, or open a ticket in the panel. Support runs 24/7/365.

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