How do I contact support?
How do I contact support?
The best way is a ticket: in the Billing Portal, open Tickets → New ticket, choose a department and select the affected server. You can also use the live chat in the Billing Portal, Telegram, or email
support@flashrdp.com. See Contact support.When is support available, and how fast do you reply?
When is support available, and how fast do you reply?
You can open tickets 24/7. Our team answers them during our support hours, 11:00 to 23:30 UTC every day (not guaranteed on weekends and public holidays). Tickets sent outside those hours are answered when the team is back online.
Which department should I choose?
Which department should I choose?
- Support Desk: problems with a server, your account or billing
- Presale Desk: questions before you order
- Abuse Desk: reporting misuse of a FlashRDP server
What should I include in a ticket?
What should I include in a ticket?
Select the server under Related server, describe what you expected and what happened, include the exact error message or a screenshot, and give the time in UTC. You can attach up to 3 files of 5 MB each (JPG, PNG, GIF, PDF or TXT). Never send passwords in a ticket.
Why was my ticket closed?
Why was my ticket closed?
Tickets close automatically after 72 hours with no reply from either side. Reply to the ticket to reopen it; the conversation stays in place. You can also close a ticket yourself with Close ticket once your problem is solved.
Do you help with software inside my server?
Do you help with software inside my server?
FlashRDP is unmanaged, so support covers the server, network, billing and Billing Portal. We can point you in the right direction for software problems, but installing and configuring your own applications is your responsibility. The Managed Setup Service, a one-time add-on when you deploy, covers initial setup of the services you need.
Can support see my server password or files?
Can support see my server password or files?
We don’t access the contents of your server, and support never needs your server password, so never send it in a ticket. If you’re locked out, reset the password yourself in the Billing Portal or use the browser Console.
How do I check whether there's an outage?
How do I check whether there's an outage?
See status.flashrdp.com for live status and incident history for both locations. If your server is affected and no incident is listed, open a ticket with the server and the time the problem started.