> ## Documentation Index
> Fetch the complete documentation index at: https://docs.sinarcloud.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> Fix common problems with sign-in, top-ups, orders, connecting, data transfer, server expiry and AI API errors, using the messages SinarCloud shows.

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](https://docs.sinarcloud.com/help/support.md).

## Signing in

> [accordion] Google sign-in doesn't continue
>
> 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.

> [accordion] I see a Sign-in failed page
>
> 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.
>
> | Reason | What it means |
> | - | - |
> | `turnstile_failed` | "We couldn't complete the security check. Please try again." SinarCloud didn't accept the security check. Follow the steps in the previous question. |
> | `session_not_found` or `unknown` | Sign-in didn't finish, for example because you cancelled on Google's screen or something went wrong during sign-in. Try again. |
>
> If the same reason keeps appearing, contact support and include it.

## Top-ups, coupons and balance

> [accordion] I paid, but my balance hasn't changed
>
> 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](https://docs.sinarcloud.com/help/support.md).

> [accordion] The QR code expired
>
> 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.

> [accordion] The top-up was cancelled or didn't go through
>
> * **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**.

> [accordion] I can't continue to payment
>
> 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](https://docs.sinarcloud.com/help/support.md).
>
> 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](https://docs.sinarcloud.com/billing/top-up.md).

> [accordion] The security check didn't pass
>
> 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](https://docs.sinarcloud.com/billing/coupons.md).

> [accordion] Can I get my balance refunded?
>
> 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.

> [accordion] Part of my balance shows as reserved
>
> 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](#orders-and-provisioning).

## Orders and provisioning

> [accordion] Insufficient balance when I confirm an order
>
> 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.

> [accordion] Failed to create order
>
> 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](https://docs.sinarcloud.com/vps/create.md).
>
> No money is reserved when an order fails to be created.

> [accordion] Failed to start provisioning, or my order shows Funds reserved
>
> 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.

> [accordion] Provisioning failed. What happens to my money?
>
> 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](https://docs.sinarcloud.com/vps/create.md).

> [accordion] Provisioning is taking a long time
>
> 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.

## Connecting to your server

> [accordion] The SSH connection times out
>
> * 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](#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](https://docs.sinarcloud.com/vps/firewall.md).

> [accordion] ssh says Network is unreachable or Unknown error
>
> 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](https://test-ipv6.com).
> * Connect through a network that has IPv6, such as your phone's hotspot, or turn on [Cloudflare WARP](https://one.one.one.one).
> * For `scp`, `sftp` or `rsync`, put the address in square brackets, for example `ubuntu@[2001:db8::10]`.

> [accordion] SSH says Permission denied
>
> * 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:
>   ```bash theme={null}
>   ssh -i ~/.ssh/id_ed25519 USERNAME@SERVER_IP
>   ```
>
> If you lost the password, see the next question. SinarCloud can't recover a lost private key.

> [accordion] I lost the server password
>
> 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."

> [accordion] I can't connect to a Windows server with Remote Desktop
>
> 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.

> [accordion] My server says This server has a problem
>
> 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.

## 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](https://docs.sinarcloud.com/vps/manage.md).

> [accordion] My server was stopped and I can't start it
>
> 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."

> [accordion] My server is close to its data transfer allowance
>
> 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.

## 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.

> [accordion] My server says it will be deleted
>
> 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.

> [accordion] My server says to top up before the renewal
>
> 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.

> [accordion] My server shows Suspended
>
> **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](https://docs.sinarcloud.com/billing/top-up.md#if-a-server-is-suspended).

> [accordion] My server was deleted
>
> 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](https://docs.sinarcloud.com/vps/create.md).

> [!WARNING]
>
> Backups aren't available yet. Copy any data you need to keep off the server before its billing period ends. See [Renewals and expiry](https://docs.sinarcloud.com/vps/renewals.md).

## 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:

```json theme={null}
{
  "error": {
    "message": "Your balance is empty or negative and no token credits remain for this model. Top up to continue.",
    "type": "insufficient_quota",
    "param": null,
    "code": "insufficient_balance"
  }
}
```

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:

```bash theme={null}
curl -i "https://ai.sinarcloud.com/v1/models" \
  -H "Authorization: Bearer $SINARCLOUD_API_KEY"
```

The base URL is `https://ai.sinarcloud.com/v1`.

> [accordion] 401: Invalid API key
>
> 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](https://docs.sinarcloud.com/ai/api-keys.md).

> [accordion] 402: Balance empty or negative
>
> 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](https://docs.sinarcloud.com/ai/token-credits.md) 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](https://docs.sinarcloud.com/billing/top-up.md).

> [accordion] 403: API key does not have the required scope
>
> 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](https://docs.sinarcloud.com/ai/api-keys.md).

> [accordion] 404: Model or endpoint not found
>
> 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](https://docs.sinarcloud.com/ai/models.md).
>
> 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](https://docs.sinarcloud.com/ai/requests.md).
>
> 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`.

> [accordion] 400 or 413: Request not accepted
>
> * `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.

> [accordion] 429: Too many requests
>
> 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.

> [accordion] 503: API key provisioning is pending
>
> 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](https://docs.sinarcloud.com/ai/api-keys.md).

> [accordion] 502, 503 or 504: Temporary errors
>
> 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`.

> [accordion] upstream\_error: The request couldn't be completed
>
> 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`.

> [accordion] A request doesn't appear on the Usage page
>
> 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](https://docs.sinarcloud.com/ai/usage.md).

> [!NOTE]
>
> 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.

## Still stuck?

Open the **Support** page in the console and click **Chat with us**, or email [support@sinarcloud.com](mailto:support@sinarcloud.com). Include the order ID, instance ID, invoice number or `X-Request-Id` that applies to your problem. See [Get support](https://docs.sinarcloud.com/help/support.md).


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