Support
Before you write
Section titled “Before you write”Two checks answer most questions faster than we can:
The machine’s Activity tab. It shows whether a command reached the machine and what it answered. “The reboot did nothing” and “the reboot was never delivered” are different problems with different fixes, and this tab tells you which one you have.
The relevant troubleshooting page. Offline, telemetry and commands, or readiness failures.
What to include
Section titled “What to include”The more of this you send, the more likely the first reply is the answer rather than a request for details:
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Which machine, by the name you see in the panel.
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When it happened, with a timezone — or just say “in the panel’s time”, which is your account’s timezone.
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What you expected and what happened instead. “The price should have gone to $0.42 and stayed at $0.38” beats “pricing is broken”.
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The exact message, copied rather than described.
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For agent problems, the service log from the machine:
Terminal window journalctl -u flotera-agent -n 200 --no-pager
What we can and cannot do
Section titled “What we can and cannot do”We can look at what your account recorded: commands, rentals, charges, telemetry.
We cannot act on your marketplace accounts, move your payouts, or see your marketplace credentials. Those belong to Vast and Clore, and questions about a payout or a verification decision have to go to them.
Billing
Section titled “Billing”A payment that a provider confirmed but that has not appeared on your balance is worth reporting with the invoice details — the balance moves when the provider confirms, so a gap between those two is something we should look at.
If no payment method is available at all, support can invoice you manually.