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This page covers common problems with SinarCloud. For each one, it explains the cause and how to fix it. Where possible, it quotes the exact message you see in the console or in an API response. If your problem isn’t listed here, see Get support.

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Signing in

When you click Continue with Google, SinarCloud may run a quick security check first. It usually runs on its own while the button shows Connecting to Google…. If the check needs you, a checkbox appears below Continue with Google. Tick it to continue.If sign-in can’t start, the page stays open and shows a message under the button:
  • “We couldn’t complete the security check. Please try again.” The check didn’t finish within about a minute, or it couldn’t run in your browser.
  • “Google sign-in could not be completed. Please try again.” Something else stopped the sign-in from starting.
To fix it:
  1. Click Continue with Google again. Each attempt runs a new check.
  2. If a checkbox appears, tick it.
  3. If it keeps failing, turn off ad blockers, extensions that block scripts, or your VPN, and try again. You can also try another browser.
The same check and messages appear when you sign up from the Sign up to deploy your VPS dialog in the VPS wizard.
If sign-in stops after you leave the console for Google, you see Sign-in failed with a Reason. Click Back to sign-in and try again.If the same reason keeps appearing, contact support and include it.

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Top-ups, coupons and balance

A QRIS payment is usually confirmed within a minute. Your balance updates on its own, even if you close the top-up dialog.
  • In the QR code dialog, click Check payment status. If the payment hasn’t arrived yet, the dialog shows “Not received yet. It can take up to a minute.”
  • If you closed the dialog, click the QRIS button at the top of the console. It shows the time left, and the amount on larger screens, and opens the QR code again.
  • You can also open Billing, select the Payments tab, and click the invoice number. In Payment details, click Check payment to refresh its status.
If the payment still shows Awaiting payment after a few minutes, contact support. Include the invoice number and your payment receipt. See Get support.
Each QR code has a time limit, shown as Expires in in the dialog. When it runs out, the dialog shows This QR code has expired.
  • If you paid just before it expired, your balance still updates within a minute. If the dialog shows Already paid? Check payment status, click it to check.
  • If the dialog says “No payment came through” for the amount, SinarCloud didn’t receive a payment for that code. If money left your bank or e-wallet account anyway, contact support with the invoice number shown in the dialog.
  • To try again, click New QR code to get a new code for the same amount, or Change amount to choose another amount.
You aren’t charged for an expired QR code that you didn’t pay.
  • This payment was cancelled: “No payment came through” for the amount shown. Your balance stays the same. Click New QR code to try again.
  • This top-up didn’t go through: the top-up failed. If money left your bank or e-wallet account, contact support with the invoice number shown in the dialog. Don’t send the payment again until support confirms what happened.
The Payments tab on the Billing page lists every top-up with its status: Awaiting payment, Succeeded, Failed, Expired, or Cancelled.
The Continue to payment button stays disabled while the amount is outside the QRIS limits. A top-up must be at least Rp 15,000, and QRIS allows up to Rp 10,000,000 per payment. To add more than Rp 10,000,000, top up several times.If the dialog says “Your wallet isn’t active, so it can’t be topped up. Contact support for help.”, contact support. See Get support.If you see Couldn’t create the QR code, the message below it explains why. Wait a few seconds and click Continue to payment again. See Add balance.
SinarCloud runs a quick security check each time you redeem a coupon or gift code. It usually runs on its own while the button shows Redeeming…. If the check needs you, a checkbox appears under Coupon code in the Redeem coupon dialog. Tick it to continue.If the check fails, the message appears under Failed to redeem:
  • “We couldn’t complete the security check. Please try again.” The check didn’t finish within about a minute, or it couldn’t run in your browser.
  • “The security check did not pass. Please try again.” SinarCloud didn’t accept the check.
Click Redeem coupon again. Each attempt runs a new check. If it keeps failing, turn off browser extensions that block scripts on the console, or try another browser.Top-ups don’t run this check. See Redeem a coupon.
No. The Add credit dialog says: “Credit is non-refundable and can’t be withdrawn. Use it for any SinarCloud service.” Money you add stays in your balance, and you can spend it on servers and AI usage.When a server order is cancelled, or its build fails, the reserved money goes back to your balance, not to your bank or e-wallet.
When money is held for a server order, the Billing page shows it under Current Credits as an amount followed by “reserved”. You can’t spend reserved money on anything else.When the server is created, the reserved money pays for it. If you cancel the order, or provisioning fails, the money usually goes back to your available balance. See Orders and provisioning.

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Orders and provisioning

In the Confirm your order dialog, the console compares the order total with your available balance. If your balance is too low, it shows Insufficient balance: “Top up at least” the missing amount “to proceed.”
  1. Click Top up wallet. The top-up dialog opens with the missing amount filled in, rounded up to the next Rp 1,000. The minimum top-up is Rp 15,000.
  2. Pay the QR code.
  3. Click Back to your order. The confirmation dialog opens again, and you can click Proceed.
SinarCloud doesn’t create the order or reserve any money until your balance covers the total.
The message under Failed to create order explains the problem. For example:
  • “Capacity is sold out for the selected region, plan, and image.” Choose another region or plan, or try again later.
  • “Insufficient wallet balance.” Your available balance changed before the order was placed. Add balance and try again.
  • “This plan is limited to 1 per account, and your account already has one. Please choose another size.” Some plans can be ordered only a limited number of times per account. If the limit is higher than one, the message shows that number. Servers you have deleted still count, but cancelled and failed orders don’t. Close the dialog, click Back to return to the Server step, and choose another plan. See Create a VPS.
No money is reserved when an order fails to be created.
Your order was created and its total is reserved, but the server build didn’t start. If you see Failed to start provisioning right after ordering, click Retry.You can also deal with the order later. Open Orders, select the order with the status Funds reserved, and choose one of these under Next steps:
  • Deploy server: opens Deploy your server. Check the Server name, then click Start deployment. Generated password is the only Access method, and the password appears once on the order page.
  • Cancel order: “The reserved funds will return to your available wallet balance.” You can’t undo a cancellation.
The money stays reserved until you deploy or cancel the order.
When a build fails, the order changes to Provisioning failed. While you watch the build, the page shows the reason under Provisioning failed. What happens to your money depends on whether SinarCloud can confirm that your server wasn’t created.
  • Usually, SinarCloud can confirm it. The reserved money returns to your available balance automatically, and you aren’t charged. A Refund for cancelled order entry appears on the Transactions tab of the Billing page.
  • Sometimes it can’t, for example when a build stops responding. The money stays reserved while SinarCloud checks whether the server was created. It isn’t charged and it isn’t lost. It still shows as “reserved” under Current Credits. Contact support and include the order ID.
You can’t restart a failed build. To try again, place a new order. See Create a VPS.
Most servers are ready in 1–2 minutes. While SinarCloud builds your server, the page shows the Stages and a live Activity log. Queued at the provider means the build is waiting for capacity.You can click Continue in background and check on the order later from Orders. If a build waits too long to start, SinarCloud marks it as failed and returns the reserved money automatically.

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Connecting to your server

  • Check that the status at the top of the server’s page is Running. While it shows Starting or Stopping, wait for the page to update. If the server is stopped and you can’t start it, see Data transfer allowance.
  • Connect to the address shown on the server’s page. A server can get a new public IP address when it starts again after being stopped. The Access tab shows the full command. Click Copy next to it to copy it. If it says “The address appears once the server is online.”, the server doesn’t have a public address yet.
  • Open the Firewall tab and find the inbound rule for TCP port 22. New servers get a Default SSH access rule that allows SSH from any address. If you limited the rule’s Source, it must include your current public IP address. A rule whose Source is Same account doesn’t allow connections from your own computer.
SinarCloud won’t save your firewall rules unless at least one enabled inbound rule allows TCP port 22. Otherwise you see “At least one enabled TCP/22 allow rule is required to keep instance SSH access available.” See Configure the firewall.
These messages appear when you connect to an IPv6-only server from a network without IPv6. On macOS and Linux, ssh says “Network is unreachable”. On Windows, it says “Unknown error”. Nothing on the server can fix this.
  • Check whether your connection supports IPv6 at test-ipv6.com.
  • Connect through a network that has IPv6, such as your phone’s hotspot, or turn on Cloudflare WARP.
  • For scp, sftp or rsync, put the address in square brackets, for example ubuntu@[2001:db8::10].
  • Use the Username shown on the Access tab, for example ubuntu or root. If Root Login shows “Disabled · use sudo as” a username, sign in as that user and use sudo for administrator tasks.
  • If Sign-in method shows Generated password, use the password shown once after the server was created.
  • New servers always use a generated password, so only older servers sign in with an SSH key. If Sign-in method shows SSH key, connect with the private key that matches the server’s SSH key:
If you lost the password, see the next question. SinarCloud can’t recover a lost private key.
You can set a new password from the console if the server supports it.
  1. Open the server and select the Access tab.
  2. Click Reset password. The server must be Running.
  3. Click Reset password in the dialog and keep it open. The change can take up to a minute.
  4. Copy the new password, store it somewhere safe, and click I’ve saved it. The console shows it only once.
The old password stops working once the change is applied. Open SSH sessions stay connected.A new server can take a password change from 5 minutes after it first started. Until then, the dialog shows Password reset opens in with a countdown, and its Reset password button stays disabled. The password from when you created the server still works. If the dialog says the server is still finishing its setup, wait the number of minutes it shows and try again.If Reset password is disabled on the Access tab, the note under it explains why, for example “Password reset isn’t available on IPv6-only servers yet.” In that case, contact support and include the instance ID. If you reset the password too often, the dialog shows “Too many password resets for this server in the last hour. Try again later.”
New servers only allow TCP port 22 (SSH) through the firewall, including Windows servers. To use Remote Desktop, allow TCP port 3389 first:
  1. Open the server and select the Firewall tab.
  2. Click Add rule, then choose RDP under Common services.
  3. Enter your own public IP address as the Source, and click Add rule.
Then open the Access tab. Click Copy next to the server’s address, open Remote Desktop Connection, and sign in with the Username shown there. Use the Administrator password that was shown once after the server was created.
This notice means the server isn’t running and can’t be managed from the console. Click Contact support on the notice. Include the Instance ID from the server’s Overview tab.

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Data transfer allowance

Some plans include a monthly data transfer allowance. If SinarCloud counts your server’s data transfer, data the server receives and sends both count toward it. A transfer month is 30 days, counted from when the server first started, so it isn’t the calendar month. The console and emails call it the billing month. Servers on plans with unlimited bandwidth are never stopped for data transfer. See Manage a VPS.
If the server’s page shows Stopped: data transfer allowance used up, the server used its whole allowance for this transfer month. SinarCloud stops a running server when this happens and emails the account’s owners. While SinarCloud is still stopping it, the notice reads Data transfer allowance used up.
  • You can’t start the server until the date in the notice, when the next transfer month begins. Start is disabled until then. Hover over it to see the date.
  • If SinarCloud stopped the server, it starts the server again automatically on that date. If you had stopped it yourself, it stays stopped, and you can start it after that date.
  • Everything on the server is kept. Billing and renewals continue while it’s stopped, and the server may get a new public IP address when it starts.
In the server list, the server shows the usual Stopped status. If you try to start it from the list, the dialog explains that the server used its allowance and when it can start again. On the server’s page, a refused start shows “This server used its data transfer allowance for this billing month and can’t be started until the month ends.”
At 80% of the allowance, SinarCloud emails the account’s owners once per transfer month. While the server is running, its page also shows This server has used n% of this month’s data transfer. If the allowance runs out before the month ends, the server is stopped until then and started again automatically.
  • Click View data transfer on the notice. The Network tab shows the data used In and Out, and when the allowance Resets.
  • Heavy use usually comes from downloads, off-site backups, streaming or VPN traffic. Cut those back, or order a server with a larger allowance.
SinarCloud counts the data about every hour, and every 10 minutes from 80%. The card shows how recent the count is.

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Server expiry and deletion

At the end of each billing period, SinarCloud renews each server that has Automatic renewal turned on by charging your available balance. For some servers, the charge comes up to 3 days before the period ends. If your balance is too low at that earlier charge, SinarCloud tries again when the period ends. Servers that aren’t renewed are deleted 6 hours after the period ends, together with all their data. Stopped servers are billed and renewed too.
In the last 7 days of a billing period, a server with automatic renewal turned off shows a warning such as This server will be deleted in 3 days. It says “Automatic renewal is off, so the server and its data are deleted when the paid period ends”, followed by the date.To keep the server, click Turn on automatic renewal. On the Billing tab, turn on the Automatic renewal switch and click Turn on to confirm. Make sure your available balance covers the renewal price shown on the Renewal card.
If your available balance won’t cover the next renewal, the server page shows Top up before the renewal in the last 7 days of the period. It says how much the renewal takes and how much your wallet has. The Billing tab also shows “Add” the missing amount “before the renewal, or the server is suspended and then deleted.”Click Top up wallet. The top-up dialog opens with the missing amount filled in. Keep enough balance for every server that renews around the same time, and for your AI usage, because they use the same balance.A discount on your first order, such as a promo code, doesn’t apply to renewals. The Renewal card on the Billing tab shows what each renewal costs.
Suspended means the renewal charge failed because your available balance was too low. You can’t start, stop or reboot a suspended server. Its page shows This server is suspended, with the renewal price and the date and time the server will be deleted. If it isn’t renewed, SinarCloud deletes it with its data 6 hours after the billing period ends.Until then, you can get the server back as it was, with all its data:
  • If your balance is short, click Top up wallet. The top-up dialog opens with the missing amount filled in. The server renews as soon as the payment comes in.
  • If your balance already covers the renewal, for example after you redeemed a coupon, click Renew now. The renewal is paid from your balance, and the console shows Server renewed. If your balance doesn’t cover it, Renew now opens the top-up dialog instead.
A QRIS top-up renews every suspended server that your balance covers, starting with the one due to be deleted first. Balance from anything else, such as a coupon or a refund, doesn’t renew them on its own. Click Renew now after you add it. See If a server is suspended.
A deleted server shows “This server was deleted”. You can still see its details and billing history, but its data can’t be recovered. To continue, create a new server. See Create a VPS.
Backups aren’t available yet. Copy any data you need to keep off the server before its billing period ends. See Renewals and expiry.

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AI API errors

The AI API returns errors in the OpenAI format. Each error has an HTTP status code and a JSON body like this one:
Check the code field to tell errors apart, because several errors share one HTTP status. Every response includes an X-Request-Id header. Include it when you contact support. To test a key without using your balance, list the models:
The base URL is https://ai.sinarcloud.com/v1.
The code is invalid_api_key and the message is “Invalid API key.” Common causes:
  • The Authorization header is missing, or it isn’t in the form Authorization: Bearer YOUR_API_KEY.
  • The key was copied incompletely, or it contains spaces.
  • The key was revoked or has expired. Check its Status on the API keys page. A revoked key stops working immediately, and you can’t undo a revocation.
If the key is revoked or expired, create a new key. See API keys.
The code is insufficient_balance and the message is “Your balance is empty or negative and no token credits remain for this model. Top up to continue.”SinarCloud refuses a paid request if your balance is Rp 0 or less and you have no token credits left for that model. Requests are charged after they finish, so a request can take your balance below zero.To fix it, add balance. If your balance is below zero, the top-up first covers the negative amount. For example, if your balance is −Rp 20,000, add more than Rp 20,000. See Add balance.
The code is insufficient_scope. The key isn’t allowed to call this endpoint. Create a new key on the API keys page. New keys can list models and send requests. See API keys.
The code model_not_found means “The requested model does not exist or is not available for this endpoint.” Common causes:
  • The model alias is misspelled.
  • The model isn’t available right now.
  • The model doesn’t support this endpoint, for example an embeddings model sent to chat completions.
To get the exact alias, open the model on the Models page and click Copy model ID. See Models and pricing.The code unsupported_endpoint means “The requested inference endpoint is not supported.” Make sure the path doesn’t repeat /v1, because the base URL already ends in /v1. Use https://ai.sinarcloud.com/v1 as the base URL; don’t add /chat/completions yourself when the SDK adds it. Then check the path and method against Send requests.The code not_found means “The requested endpoint does not exist.” The path doesn’t start with /v1. Check that the base URL is https://ai.sinarcloud.com/v1.
  • unsupported_model_capability: the model doesn’t support a feature you asked for. The message names the feature, for example “The requested model does not support streaming.” Remove that feature from the request or choose a model that supports it.
  • invalid_request: something in the request is wrong. The message describes the problem, for example “Property model is required and must be a string.” If the model itself rejects the request, the message is “The model rejected the request as invalid.” or “The model rejected the value of” followed by the property, and the status can also be 422. Fix that part of the request instead of retrying.
  • context_length_exceeded: the messages are too long for the model. When the model’s limit is known, the message states it: “This model’s maximum context length is n tokens. Reduce the length of the messages.” Shorten the conversation, or choose a model with a larger context.
  • content_policy_violation: “The model’s content policy blocked this request.” Change the content. Sending the same request again gets the same result.
  • request_too_large (status 413): “The inference request body exceeds the configured limit.” or “The request is too large for this model.” Send a smaller request.
The code is rate_limit_exceeded and the message is “Too many requests are in progress for this organization. Retry when one finishes.”SinarCloud limits how many requests your account can run at the same time. The limit counts requests from all your API keys and from the Playground. It limits requests that are running at once, not how many you send over time. Send fewer requests in parallel, then retry with exponential backoff.The same code can also come with the message “The model is receiving too many requests right now. Retry shortly.” This limit is the model’s, not your account’s. Retry later with exponential backoff, or try another model.
The code is key_provisioning_pending and the message is “API key provisioning is pending. Please retry shortly.” Despite the message, retrying with the same key doesn’t help. The key can’t make requests and won’t become usable by itself. On the API keys page, its row shows This API key is still being provisioned.Create a new key and use it instead. The old key may change to Revoked later, and you can ignore it. If new keys also show this message, contact support. See API keys.
These errors are temporary:
  • upstream_unavailable (502): the model is temporarily unavailable.
  • upstream_timeout (504): the model didn’t respond in time.
  • authentication_unavailable, billing_unavailable or catalog_unavailable (503): a SinarCloud service is temporarily unavailable.
Retry with exponential backoff. If the errors continue, contact support and include the X-Request-Id.
The code upstream_error comes with the message “The inference request could not be completed.” and a 5xx status, such as 502. The model failed the request. Retry with exponential backoff, or try another model.A streamed response can also stop early, or contain an error object with one of the codes on this page, such as upstream_error or context_length_exceeded. If the errors continue, contact support and include the X-Request-Id.
The Usage page lists a request only after it’s charged, and charging happens after the request finishes.
  • The page doesn’t refresh on its own. Click Refresh.
  • Check the Date range, Model, and API key filters. The line under the filters shows what you’re viewing.
  • Recent requests on the Log tab shows only your latest charged requests. Older requests still count in the totals and reports. To find a request, click Show details and compare its Request ID with the X-Request-Id header from your response.
  • Requests that SinarCloud rejected, such as 402 or 429 responses, aren’t charged, so they never appear.
If a successful request still doesn’t appear after a few minutes, contact support and include its X-Request-Id. See Usage and spending.
You aren’t charged for requests that SinarCloud rejects before they reach the model, such as invalid_api_key, insufficient_balance, model_not_found, request_too_large or rate_limit_exceeded. You also aren’t charged when the model fails the request. If a request times out, or you stop or disconnect from it, it may still be charged if the model finished processing it.

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Still stuck?

Open the Support page in the console and click Chat with us, or email support@sinarcloud.com. Include the order ID, instance ID, invoice number or X-Request-Id that applies to your problem. See Get support.