Email us about choosing a plan or business requirements. For connection, instance, or billing issues with an existing order, sign in to the console and open a ticket. Include the region, model, and what happened so we can start troubleshooting with the right context.
Not sure which model to choose? Tell us what you’ll use it for and how long you expect to rent it. No need to guess the specs.
The business inquiry checklist below prepares an email; it does not submit your information to our servers.
For connection failures, blank screens, instance issues, or billing questions about an order, use the relevant instance or ticket option in the console. Include when it happened, the region, model, and error details. Never send passwords in public emails.
Sign in and open a ticketNo order yet, or questions about a payment record, receipt, or plan? Email us with your use case, preferred region, expected term, and any order number that could help us look things up. Do not include payment credentials in your email.
Email our support teamPlanning to rent multiple dedicated physical machines? Use the checklist below to outline your team size, models, regions, and rental term, then send it from your own email app to our support address. For issues with an existing order, use a console ticket.
Fill out the email checklistClick the button after filling this out to open your email app with the details in a draft. Review the message and send it yourself; nothing is sent for you.
Choose a region close to where you’ll usually connect from. For lightweight builds, consider the XV Desk M4. For multiple simulators or inference with small-to-medium quantized models, ask us about the XV Studio M4. Your connection experience also depends on your network.
Do not enter passwords, SSH private keys, payment card numbers, or other access credentials.
Each physical machine is dedicated to your team, not to each individual user. Before sharing a machine, your team should agree on handoff procedures and access permissions.
For each project, estimate the number of machines, how you’ll use the XV Desk M4 or XV Studio M4, and who will be responsible for each one. Assign development, build, and inference tasks clearly to avoid mixing long-running builds with temporary demos on the same desktop.
Set connection windows and keep handoff notes: who’s using the graphical desktop, which builds are still running, and what changes haven’t been committed. Team members can take turns using a shared machine, but simultaneous activity on the same desktop may interfere with one another.
Include the estimated number of machines, rental term, and the team responsible for payment. To check an existing order, provide its order number. Do not include payment credentials in your email. Refer to the console for the authoritative billing records.
Services are billed in USD. We accept USDT-TRC20 and Visa, Mastercard, or Amex processed through Stripe. Available payment methods may vary; check the console for current options.
Existing customers can view orders and download available invoices and receipts in the console. To ask about an amount or billing record, open a ticket for the relevant order and include its number, billing period, and the item in question. For payment questions before ordering, email us.
For transaction queries, you can provide the transaction hash or payment reference. Never send your full card number.
Email is best for planning and presales questions. For issues with an existing instance, open a console ticket so we can see the associated order and region.
Our team handles presales and plan inquiries during UTC+8 business hours, 09:00–18:00. We usually send an initial reply by the next business day. Questions that require checking region or billing records may take longer to confirm.
Include the region, model, time of the issue, connection method, and any error message. If the entire machine is unreachable or an active build is affected, state the scope of the impact at the top of your ticket so we can assess it first. Track progress in the console.
For connection issues, tell us whether you’re using macOS Screen Sharing, a VNC client, or SSH, and whether other connections work on the same network. Do not attach passwords or private keys to your ticket.
Our help center covers connection checks for Screen Sharing, VNC, and SSH. The FAQ explains models, regions, and billing. If you can’t find what you need, open a ticket with the troubleshooting steps you’ve already tried.