When something is wrong

This page lists what a screen can tell you, and what to do about it.

The instance

What you see	What to do
The address is plain text, and it is not a link.	The instance does not answer yet. Read the state beside it. A row that says Setting up is still being built.
The state stays Setting up for more than an hour.	Write to support with the address. See Support.
The state is Setup failed, with a red line under the address.	Press Deploy again in the actions menu. If it fails again, send the red line to support. See Use an instance.
The row says Updating, and the address does not answer.	Wait some minutes. An update replaces the release, and the product is offline while it does.
A red line says that the update failed.	The old release goes on running, and your data is as it was. Send the line to support.
The address answers, and the product does not.	Press Restart in the actions menu. See Use an instance.
You lost the administrator password.	Press New password in the actions menu. See The administrator password.
The actions menu has no Restart and no Update to latest.	The plan puts you on a shared machine. That machine also carries other customers, so it is not yours to restart. See Concepts.

The payment

What you see	What to do
The state is Waiting for payment.	The purchase was never paid. Press Finish payment on the row, or give it up. See What happens after the payment.
The state is Payment failed.	Stripe could not take the money. Put a card that works into Payment settings. The instance runs meanwhile. See Billing.
Payment went through, setup did not.	Do not buy the plan again. Write to support, which can finish the work from your subscription.
Waiting for your bank.	The payment method needs some minutes. The screen refreshes itself.
We couldn’t confirm this checkout.	The link back from Stripe is short of what the Portal needs. Open Products, which shows the true state.
The invoice list is empty on a paid plan.	Invoices appear after the first billing period ends.

The account

What you see	What to do
The password does not work.	Press Send OTP on the sign-in screen, and use the one-time code in place of the password.
The one-time code does not arrive.	Wait some minutes, and look in the spam folder. The Portal sends a code only if the account exists.
The Security screen says that the account has no password.	The account was made with a code, or with Google or Apple. Set a password from the same screen. See Security.
The screen shows somebody else’s instances.	An administrator is looking at your account from theirs. The line under the title names whose account is on the screen.

The Portal itself

What you see	What to do
A screen that says that the server is down.	Your instances are not affected by it: they run on their own machines. The screen carries the support address.
The plan list says No plans are configured yet.	The administrator of this Portal has added none. Ask that person.
A free plan says One per account, and it has no Choose this plan.	You hold an instance of this free plan already. Cancel that instance to start the plan again. See End an instance.
A button does nothing.	Reload the page, and try once more. If it happens again, write to support, and say which button it was.