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When something doesn’t work as expected, start with the Support page in the console. From there, you can chat with the SinarCloud team, or draft a support request that you send by email. You can also email support@sinarcloud.com directly. For step-by-step fixes to common problems, see Troubleshooting.

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Open the Support page

In the console sidebar, under Account, click Support. You need to be signed in to open this page. The Support link at the bottom of the sign-in page also asks you to sign in first. If you can’t sign in, use the chat bubble on the sign-in page, or email support@sinarcloud.com and include the email address of the Google account you use for the console. Contact support buttons in the console also bring you here. You find them on an order’s page, on a server’s page when the server has a problem, and in dialogs for server actions that aren’t available yet.
The console's Support page, with Support selected under Account in the sidebar and the Chat with us and Email us buttons at the top right. Below the heading are the Contact Support card with a Contact us button, and the Email row with the support address and a Send email button.

The Support page with the Contact Support card and the Email row

The Chat with us and Email us buttons are at the top of the Support page. Below them are the Contact Support card and the Email row, which shows the support email address.

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Contact the support team

You can reach the support team in three ways:
  • Chat live: click Chat with us at the top of the Support page to open a live chat. If you’re signed in, the chat starts with your name and email address filled in.
  • Write the email yourself: send it to support@sinarcloud.com. You can also click Send email on the Email row of the Support page. Your email app opens a new message to the address shown there.
  • Draft it in the console first: click Email us at the top of the Support page, or Contact us on the Contact Support card. The form helps you include the right details, then opens the message in your email app. See Draft a support request.
You can also open the chat from the chat bubble at the bottom right of the console. The bubble is on the sign-in page too, but it doesn’t appear while you create a VPS.

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What to include in your request

Specific details help the support team find your account, server, order, or payment quickly, whether you chat or email. Include those that apply:

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Find the request ID of an AI request

Every AI API response includes an X-Request-Id header, including error responses. It matches the Request ID that the console shows. With cURL, add -i to print the response headers:
cURL
The base URL is https://ai.sinarcloud.com/v1. To call another model, use its alias from Models and pricing. For a recent charged request, you can also open Usage in the AI section, select the Log tab, and click Show details under Recent requests to see the Request ID. The list shows only your eight most recent charged requests for the selected date range, model, and API key. For older or failed requests, you need the X-Request-Id header, so log it in your application.
To match requests with your own logs, send your own X-Request-Id header. SinarCloud uses your value if it starts with a letter or digit, contains only letters, digits, and . _ : / -, and is at most 100 characters long.

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Draft a support request

The support request form helps you write a complete request, then hands it to your email app.
The console doesn’t submit tickets. Your request reaches SinarCloud only when you send the email from your email app. If you close the dialog first, your draft is discarded.
1

Open the form

Click Email us at the top of the Support page, or click Contact us on the Contact Support card. The New support request dialog opens.
2

Describe the problem

Fill in the fields:
  • Subject: a short summary, up to 200 characters. Required.
  • Category: Technical, Billing, Account, or General. The default is Technical.
  • Priority: Low, Normal, High, or Urgent. The default is Normal.
  • Message: what happened, what you expected, and what you tried. Use 10 to 5,000 characters. Required.
Add the details from What to include in your request. Never put passwords, private keys, or payment card details in a support request.
3

Review the request

Click Preview request. On the Review your request screen, check your text and the support email address shown under the subject. Click Edit draft to make changes.
4

Send it from your email app

Click Open email draft. Your email app opens a new message to that address with your subject filled in. The message body starts with the category and priority, followed by your message. Send it from your email app.
If nothing happens when you click Open email draft, or the message arrives cut off, copy the subject and message from the preview. Send them to support@sinarcloud.com yourself, and include the email address you use to sign in.

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Follow up on your request

The console doesn’t track support requests. To follow up, reply in the same email thread, so the support team sees your earlier messages and details.

Troubleshooting

Fixes for top-ups, orders, connecting, server expiry, and AI API errors.

Orders

Track server orders and find your order ID.

Manage a VPS

Find your server’s details and run common actions.

Usage and spending

Review AI requests, request IDs, and costs.