Early Access: Ultra.sh is currently in early access. Features, plans, and documentation may change as we continue to improve the service. If anything here does not match what you see, open a support ticket and let us know.
Submit a Support Ticket
This guide explains how to submit a support ticket for your Ultra.sh account, billing, VPS platform, or underlying infrastructure. It also covers what information to include so the support team can investigate your request efficiently.
Ultra.sh provides unmanaged VPS hosting. You manage the operating system, applications, configuration, and security inside your VPS. Support does not administer or troubleshoot that software for you.
Prepare Your Request
- Check the relevant Ultra.sh documentation for instructions on the client area or VPS panel.
- Open a ticket for account or billing issues, panel failures, provisioning problems, or suspected hardware, network, or virtualization-platform issues.
- Keep each ticket focused on one main issue. Reply to an existing ticket if you are following up on the same problem.
Open a Ticket
- Open the Ultra.sh support ticket page.
- Sign in to the client area if prompted.
- Select the available department that best matches your request. Use the department descriptions to distinguish technical support from billing or sales questions.
- Enter a short, descriptive Subject, such as “Paid VPS is missing from the panel.”
- Select the affected service if the form provides a service selector. Otherwise, identify it in your message.
- If the form offers Priority, select the level that matches the actual impact and explain that impact in your message.
- Enter a detailed Message describing the issue.
- Add relevant screenshots or short log excerpts if attachments are available. Remove sensitive information before uploading them.
- Click Submit and keep the ticket reference shown in the confirmation.
Include Useful Details
- The affected VPS name or service ID, location, and IP address where relevant.
- What you were trying to do and what happened instead.
- The exact error message, not only “it does not work.”
- When the problem started, including the date, time, and time zone.
- Whether the issue affects the client area, panel, whole VPS, or only one application.
- The server state shown in the panel, if relevant.
- Any recent changes and troubleshooting you already completed.
- Your browser and device for client area or panel problems.
- The order or invoice number for payment and provisioning issues.
- Short, relevant logs or screenshots that do not contain credentials.
For a suspected network issue, explain what is unreachable and whether the problem occurs from more than one connection or location. A single application failure does not necessarily indicate a VPS infrastructure problem.
Protect Sensitive Information
- Do not include account passwords, root passwords, private SSH keys, API tokens, authenticator secrets, authentication codes, or backup codes.
- Remove credentials, session tokens, personal details, and unrelated customer data from logs and screenshots.
- Describe an account-access problem without sending the credentials that protect the account.
Follow Up on Your Ticket
- Open Support tickets in the client area and select the existing ticket to check for replies.
- Respond in the same ticket with any information the support team requests.
- Check the client area directly even if you have not received an email notification.
- Add new findings to the existing ticket instead of opening duplicate requests for the same issue.
Check the Support Boundary
Ultra.sh support handles the hosting platform, underlying hardware, provider network, virtualization layer, and account or billing issues. You remain responsible for installing, maintaining, securing, and troubleshooting your VPS operating system and applications.
You can read our Understand Support Scope guide to check if your request is within scope. If you are still unsure whether a problem is within scope, describe the symptoms and checks you completed. Support can assess whether the issue concerns the hosting platform without taking over administration of your VPS.
If you require further assistance, you can open a support ticket here.