Common questions

Short answers, with a link to the long version where there is one.

Signing in#

I do not want to use Discord. Is there another way in? No. Discord is the only sign in method. There is no password here to create or to steal. See Signing in.

Can I move my services to a different Discord account? Not from the panel. Email [email protected] from the account that owns them and we will do it.

I changed my name in Discord and the panel still shows the old one. Open Profile and click Sync now, or just sign out and back in.

Getting onto a server#

Where is my password? Open the service, look at the How to connect card on Overview and click Show the password. You type the hostname to confirm. See Root password and SSH keys.

I set my own password and now I have lost it. We never display a password you chose. Generate a new one from the Access tab.

SSH times out. Check the server is running, then check the Security tab allows port 22. A new Linux server allows only port 22 and ping, so if you changed the rules, something may have closed it. See Connect over SSH.

Remote Desktop will not connect to my Windows server. Give a freshly installed Windows server a few more minutes to finish its first boot, then check port 3389 is allowed on the Security tab. See Connect over Remote Desktop.

I locked myself out with a firewall rule. Use the console in your browser. It does not go through the firewall. Next time, put your own address on the always allowed list first.

Virtual servers#

Can I install my own ISO? Not from the panel. Email [email protected].

Can I get another IPv4 address? Yes. Start it from the Add-ons tab or email us. An administrator assigns it from the pool and it is added the same day.

Can I get a reverse DNS record? Yes, but not from the panel. Email us with the address and the name you want.

I gave my server more memory and nothing changed. Cores and memory are staged and take effect on a full power cycle. Go to Overview and press Apply now with a restart. See Change CPU, memory and disk.

Can I shrink the disk? No. Shrinking a volume would destroy the file system. It can only grow.

Is a snapshot a backup? No. Snapshots live on the same storage as the server, go away when you reinstall, and go away when the service is terminated. See Snapshots.

Does Windows come with a licence? No. Both Windows images are Microsoft evaluation media and stop working 180 days after installation unless you supply your own licence.

Game and app servers#

Can I change which game my server runs? Not from the panel. Reinstalling lays down the same template. Email us before buying a second service and we will tell you what is possible.

I edited a config file and nothing changed. Restart the server from the Console. Nothing on disk is re-read while it is running.

My plugin needs a newer Java. Change the Runtime on the Settings tab.

Does a backup include my database? No. A backup copies files only. Export your databases yourself. See Databases.

Can I zip a folder in the file manager? No. There is no compress or extract control. Download a backup if you want the whole thing in one file.

Can I stop someone I shared the server with from turning it off? Not with the console permission ticked. Anyone who can open the console can start, stop, restart and kill the server, regardless of the power permissions. If that matters, do not give them console access. See Sharing a server.

Why does my server say it is offline right after being built? That is normal. Press Start on the console. The first start downloads the bulk of the game, so give it time.

Billing#

When is my renewal invoice issued? Seven days before the term ends. It is due on the expiry date. See Renewals.

What happens if I do not pay? The service is suspended shortly after expiry, and the service and its data are deleted 48 hours after that. Paying before then restores everything automatically. See Expiry, suspension and deletion.

My service is suspended. What can I still do? Look at everything, pay invoices and add credit. You cannot start, stop, reinstall, resize or use the console.

How do I stop a service renewing? Cancel the subscription in Stripe's billing portal, reachable from the Payment methods button on Balance, or email us. There is no switch in the client area. See Renewals.

How do I cancel and delete a service now? Email [email protected]. There is no delete button, on purpose. Take your data off first.

Where do I enter a discount code? On the Stripe payment page, not ours. There is no code field in the client area.

Can I get account credit refunded? No. Credit is not refundable and cannot be paid back out to a card. Only add what you expect to spend. See Account credit.

I need my company name and VAT number on an invoice. There is no field for those in the client area. Get in touch through the contact page and we will sort it.

Why is there no Pay button on one of my invoices? Because Stripe charged a card on file for it automatically. Stripe emails you its own copy. Nothing is owed.

Can I upgrade to a bigger plan? Email us. A plan change takes effect at the end of your current term. If you just need a bit more of one resource, the add-ons page is quicker.

Other#

Can I use the API? Not yet. You can create a key on the API keys page, but there is nothing to point it at. We will say so in these docs when that changes.

Where do notifications go? Discord, as a direct message from our bot. Make sure you are in our server and accept direct messages from it. Stripe emails your invoices and receipts separately.

Something in these docs is wrong or missing. Tell us. Email [email protected] and say which page. We would rather fix it than have you work around it.