Overview

The faster our team can understand your issue, the faster it gets resolved. This article lists the details to include when you open a support ticket, so we can help without a round of back-and-forth.

Before you begin

• Gather the details before you write, so you can send everything in one message.

Always include

1. Your account and product details.
   • The email address on your ALYPOD account.
   • Your Pod ID / hostname and its IP address, or the domain name involved.
   • The service affected (CPU Pod, Storage Box, S3, domain, licence).
2. A clear summary of the problem in one sentence, plus what you expected to happen.
3. When it started and whether anything changed beforehand (a deployment, an update, a DNS change).
4. Exact error messages — copy and paste them rather than describing them.
5. Exact timestamps and your time zone, especially for connection or billing issues.
6. Steps to reproduce the problem.
7. What you have already tried and the result.

Useful extras

• Relevant log excerpts, not entire files. For example:

bash sudo tail -n 50 /var/log/nginx/error.log sudo journalctl -u ssh --since "1 hour ago"

• Command output such as df -h, free -h or the output of a failed command.
• Screenshots of console or panel errors (but never include passwords or full card numbers).
• For billing issues, the invoice number and payment reference.

Security notes

• Never send passwords, private SSH keys or full card numbers. Support will never ask for your password.
• Redact any personal data that is not needed to diagnose the issue.
• For account-specific requests, use the verified contact methods in the ALYPOD Console or at account.alypod.com.

After you submit

1. Keep the ticket reference handy.
2. Reply in the same ticket rather than opening a duplicate, so the history stays together.
3. If a fix works, let us know — it helps us improve these articles.

Troubleshooting

• Problem: You cannot log in to open a ticket. Solution: Use the password reset on account.alypod.com; if email is also unavailable, follow the account recovery process.
• Problem: The issue is urgent (an outage or suspected compromise). Solution: Say so clearly at the top of the ticket with a timestamp and the affected service.

Related articles

• [I cannot connect to my Pod via SSH]
• [My invoice payment failed]
• [Incident response: what to do if you are compromised]