How do I contact Ravenquay support, or report abuse?

What goes in a support email?

Name the server and describe the problem, and the answer comes back sooner. Add:

• the order reference (ORD-…) from the dashboard;
• the server's IP address, berth, port of call and system;
• what you have already tried and the exact error text, for example Permission denied (publickey) or Connection timed out;
• when it happened, in UTC or with your time zone.

Never put your account number, your root password or your private SSH key in a message. Sending your public key (the .pub file) is fine. Root over SSH, your way: give a public key at checkout and password login is switched off, or leave the field blank and a temporary root password arrives with the server, to change the first time you log in.

My server does not answer: what can support do?

Support reboots or reinstalls it for you, since you have no console of your own. Customers get no IPMI or KVM-over-IP console; the team carries out the reboots and reinstalls you ask for in the dashboard. Ask for a reboot, a reinstall or a cancellation in the dashboard and the team does it; a reinstall erases every disk.

Ask for a reboot in the dashboard first, and give a physical machine a couple of minutes to come back. If SSH is still silent, write to support with the IP address and the last change you made, such as a firewall rule or a new kernel.

Can I pick my RAID layout before the server is built?

Yes — email us while the server is still being built. Servers with two disks get a software RAID 1 mirror for the system by default; tell support before delivery if you want RAID 0 or independent disks. Send support the order reference and the layout you want: RAID 0, RAID 1 or independent disks.

How do I report abuse from a Ravenquay server?

Email [email protected] with what the team needs to find the server and the activity:

• the Ravenquay IP address;
• when it happened, in UTC or with the time zone;
• the activity you observed, such as spam, phishing, malware, a scan or an attack;
• supporting evidence: log lines, complete mail headers or the URL.

DMCA and other foreign copyright notices are set aside; only Panamanian law and Panamanian court orders count. Spam, phishing, malware, botnet command, attacks and child sexual abuse material are banned and lead to suspension. Suspensions and how to contest them are in the Ravenquay acceptable use policy.

What if I lose my account number?

Only when an email address is on the account. Guard your account number: it is the key to your account. If you add an email you can recover the number; if you do not, a lost number is lost for good.

• With an email: open the dashboard sign-in page, choose "Forgot your account number?" and enter the address; the number is sent there.
• Without an email: access cannot be restored, because Ravenquay holds no identity that could prove the account is yours.

Store the number in a password manager, and add an email if you want a way back in.

Is there a phone, a Telegram or a social account?

No. The two email addresses on this page are the only channel. Ravenquay runs no phone line, no Telegram or other chat account and no official social profile, so never give payment or login details to one that borrows its name.

Which pages answer the common questions?

Most questions are already answered here:

• prices and berth specs: how much a Ravenquay server costs;
• payment, KYC, setup time and the rules: the Ravenquay FAQ;
• credits and the minimum top-up slice: the refund policy;
• records held on your account: the privacy policy.