To help us resolve your issue faster, please provide the information below when opening a technical support ticket.
Providing complete information helps our support team begin troubleshooting immediately and avoids unnecessary back-and-forth.
For All Technical Issues
Please provide:
- VPS/Server IP: Which server has the problem?
- Problem Description: What exactly is not working?
- Error Message: Copy the exact error message, if available.
- Screenshot: Attach a screenshot showing the problem or error.
- When It Started: When did the issue begin?
Please avoid descriptions such as:
“I cannot connect.”
A useful description would be:
“I cannot connect to my VPS using SSH on port 22. The connection times out. It started about 30 minutes ago. Screenshot attached.”
For Network or Connection Issues
If you cannot connect to your VPS, or are experiencing packet loss, high latency, or routing problems, please also provide:
- Your Public IP: The IP address you are connecting from.
- VPS IP: The destination IP address.
- Port/Service: For example SSH (22), RDP (3389), HTTPS (443), etc.
- Traceroute: A traceroute from your computer to the VPS.
Windows
tracert VPS_IP
Linux / macOS
traceroute VPS_IP
Or, if MTR is available:
mtr -rwzc 20 VPS_IP
Please copy and paste the complete traceroute or MTR result into your ticket.
Quick Ticket Template
VPS IP:
Your Public IP:
Problem:
Port/Service:
When did it start:
Error message:
Traceroute:
Screenshot: Attached / Not available
Important
A message such as “I cannot connect” does not provide enough information for us to determine where the problem is occurring.
For the fastest response, please provide:
VPS IP + Client IP + Problem + Port/Service + Screenshot + Traceroute
Providing this information with your initial ticket allows our support team to investigate the issue much faster.