Pre-sales & support

Talk to our support team

Thinking about renting? Email us with a little context about what you need. Already have an instance? Sign in to the console and open a ticket. Pre-sales advice and technical troubleshooting are handled separately, so there’s no need to repeat your order details by email.

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Choose the right channel

Questions about plans? Email us. Need order help? Open a ticket.

Both channels are handled by our support team. Email works best for requirements you’re still working out; tickets keep existing orders and related issues together.

Pre-sales

For configuration advice, team plans or bulk rentals, email our support team. Tell us about your workload first, then how long you expect to rent. That helps us recommend a suitable setup and rental period.

support@vpskeep.com
  • Builds: project type, whether jobs run in parallel and the Xcode version you need.
  • Inference or editing: model size, asset volume and expected storage needs.
  • Teams: number of machines, expected rental period and users’ locations.

Available models are Keep M4 S, Keep M4 L and Keep M4 Pro. For bulk requests, include the quantity in one email. You can confirm the final configuration and price when you place your order.

Email our team

Technical & order support

For connection failures, environment issues, renewals or billing questions, sign in to the console and open a ticket. Include the relevant order or instance ID in your message.

  • Connection: SSH or screen sharing, and the step where the error occurs.
  • Environment: commands, software versions and whether the issue is reproducible.
  • Renewal: current rental period, expiry time and any configuration changes you need.

Keep updates and logs in the same ticket so our support team can continue troubleshooting. If you can’t sign in to the console, email support with your account email address and the error you see while logging in.

Sign in to open a ticket
What to expect

We’ll identify the issue and suggest next steps

Submitting a request doesn’t mean the issue is already resolved. We’ll first check that we have the details needed, then suggest troubleshooting steps or ask for more information. Issues that need environment checks or payment verification may take further investigation.

  1. 01

    Email enquiries

    Email is best for questions that don’t need to be linked to an existing instance. We aim to provide a useful first response as soon as we can, but we don’t publish a fixed response time in minutes or hours. If we need more information about your use case or rental period, just reply to the same email thread.

  2. 02

    Support tickets

    Tickets are best for issues with machines you’ve already rented. Check the ticket in the console for progress and updates. If an issue is blocking your work, mention “Unable to connect” or “Work interrupted” in the subject and explain what’s affected.

  3. 03

    Time zones & locations

    Our locations are Singapore, Tokyo, Seoul and Hong Kong. Singapore and Hong Kong use UTC+8; Tokyo and Seoul use UTC+9. Include the time zone when reporting an issue. A location’s time zone doesn’t determine support hours; replies depend on the support team’s actual schedule and handover.

Two things you can do while you wait

Save the exact error message and relevant logs, then check the instance status and expiry time in the console. Don’t clear your working directory just to retry, and never send your password or private key to support.

Write a clear message

Put your enquiry into an email

This tool prepares an email subject and message only; it doesn’t submit anything to this website. Once you’ve filled it in, your default email app will open so you can review and send the message. For technical issues with an existing order, we recommend opening a ticket in the console.

Enter the name you’d like us to use.

Use an address where you can receive our reply.

Type of enquiry
Preferred or current location

Not sure which location you need? Mention it in your message. This selection is included in the email only; it won’t create or change an order. Availability is determined by the live response from the console.

At least 10 characters. For technical issues, include what happened, what you expected, when it happened and what you’ve tried. Don’t include passwords, verification codes, private keys or full card details.

This page won’t send an email automatically or save the information you enter.

Payment checks

For billing questions, include details that identify the transaction

We accept USDT-TRC20 and Visa / Mastercard / Amex (via Stripe), with all payments settled in USD. The payment options available at checkout are determined by the response from the payment service.

USDT-TRC20 payments

Include your order number, transaction hash, payment amount and time, with the time zone. The transaction hash helps us find the on-chain record; never send your wallet’s private key or recovery information.

If your order hasn’t updated after payment, keep the transaction record and ask us to check it. Don’t pay for the same order again just to speed up confirmation.

Keep the transaction hash

Card payments via Stripe

Include your order number, Stripe receipt number or payment reference, as well as the amount and time. If you attach a receipt screenshot, leave visible only the details needed to identify the transaction.

Never send your full card number, security code or payment verification code. We’ll check the receipt, charge and order status against the payment record; a message from the email helper is not proof of payment.

Keep the receipt number
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Try self-service first

Check the guides for quick answers

For billing periods, payments and data handling, start with the FAQs. For SSH, screen sharing, file transfers and build environments, see the guides. If you still need help, let our support team know what you’ve already tried.

Browse FAQs Connection & usage guides