How can I reach Cobaltfell support or report abuse?

What makes a support email quick to answer?

Name the VPS and show the problem, so support can act without a round of questions first. Put in:

• the order reference (ORD-…) from your dashboard;
• the IP address, the city and the image, for example Debian 12 in Zurich;
• the exact error, pasted rather than retyped, such as Permission denied (publickey) or Connection timed out;
• the time it happened, in UTC;
• what you already tried: a reboot from the dashboard, a different key, another network.

One message per problem keeps each thread easy to follow.

What must never appear in a message?

The account number, the root password and the private SSH key. Any one of them, on its own, is enough to take over your account or your VPS. The public half of a key, the file ending in .pub, is safe to paste.

If a secret slipped into a message by mistake, change it at once: run passwd for the root password, or swap the key in ~/.ssh/authorized_keys for a fresh one.

How do I report abuse coming from a Cobaltfell IP address?

Write to [email protected], not to support, and include enough for the team to find the VPS and see the activity. A report that can be acted on holds:

• the Cobaltfell IP address and, when you know it, the port;
• the date and time of each event, in UTC;
• what happened: spam, phishing, malware, a botnet controller, an attack, a scan or brute-force attempts;
• evidence, such as log lines, full mail headers, URLs or a packet capture;
• an address where a reply can reach you.

The uses that are banned on a VPS are listed in the acceptable use policy, and section 8 of that policy covers how reports are handled.

I lost my account number. Can support give it back?

Only through an email you added beforehand. Keep your account number safe, because it is the only key to your account. Add an email and a lost number can be sent back to you; with no email, nobody can restore it.

Without an email on file, writing to support will not help: the account was opened with no proof of who you are, so nothing exists that could show it belongs to you. Keep the number in a password manager, and add an email in the dashboard if you want a way back in.

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

No. Cobaltfell answers by email only, from the two addresses on this page. It runs no phone line, no Telegram or WhatsApp account and no official profile on any social network. Anyone presenting as Cobaltfell somewhere else is not us, so never pay or sign in through a link they send.

Where are answers already written?

Many questions are settled before you write:

• plans, terms and what each plan holds: pricing;
• cores, steal time, coins, delivery, mining and blockchain nodes: the FAQ;
• how a VPS is pinned, built and handed over: how we work;
• days credited back and the minimum top-up: the refund policy;
• what is kept about you, and for how long: the privacy policy;
• renewals, suspension and the end of a term: the terms of service.