Work through the stage that is failing. Repeating a payment, ordering a second server or reinstalling an existing service can create extra costs or destroy data without fixing the original problem.
Payment or order status
Check the existing order and invoice in the account used to purchase. A bank authorisation and a completed payment are not always the same state. If money appears taken but the order remains unpaid, provide the order reference and transaction time through support. Never share a full card number or security code.
Server is still provisioning
Check the existing service status and any displayed error. Provider capacity, account verification or operating-system installation can delay delivery. Keep the same order reference; do not purchase again to force progress. If a promised application is missing after the server becomes reachable, report that separately from a network failure.
Cannot connect to the server
- Timeout: verify the IP, port, local network and server firewall. Try another trusted connection if possible.
- Connection refused: the host may be reachable while SSH, RDP or the web service is not listening.
- Authentication denied: verify the username and selected key or password. Avoid repeated guesses that can trigger lockout.
- Host-key warning: confirm whether the server was legitimately reinstalled. Do not automatically remove a saved fingerprint.
Server works but the website does not
Check DNS and the correct hostname first. A default web page means the request may be reaching the wrong virtual host. A 502/503 response suggests the proxy is reachable but its application backend may not be ready. Check recent service logs, available memory and free disk space before restarting a service.
Application-specific checks: WordPress database access and PHP errors; Odoo database filter and workers; ERPNext site name, Redis, workers and scheduler; Magento search service, cron, indexing and compatible dependency versions. Do not expose a private database port as a shortcut.
Send one useful support report
Include the service/order reference, affected hostname, time with timezone, exact error, last successful operation and changes made immediately before failure. Attach a short redacted log excerpt or screenshot. Remove passwords, API tokens, cookies, private keys, personal data and repository access keys.
Do not authorise reinstallation as a routine first step. If recovery is needed, identify the backup and confirm the intended restore target first.
Related: First login · DNS and HTTPS · Backups and restore checks.
Technical guidance reviewed: 28 October 2026. Match instructions to your actual service and application version.
