OVHcloud Support FAQ

If you identify an outage on your service and have already confirmed that it is active/renewed, check this page to check for any ongoing incidents on our infrastructure: https://www.status-ovhcloud.com/.

Then click on the infrastructure concerned (e.g.: Web Cloud for a Web Hosting plan).

Click on the event corresponding to the service concerned for more information.

If you have confirmed on this page or via the support team that your service is affected by an ongoing incident and you would like to receive updates by email, you can subscribe to this specific incident for updates.

To do this, go to https://www.status-ovhcloud.com/ and open the current case concerned.

Then click the Subscribe to this report button.

You can also subscribe to one of the "status" pages to receive general updates on the various incidents and maintenances.

For example, on the Web Cloud Status page, click Subscribe to updates.

Click this link to create a support ticket from the OVHcloud Help Centre. Then log in with your OVHcloud credentials.

Once you have logged in, click on ✉ Tickets then on the Ticket creation button. Select the reason for your request, then select the product and service concerned. Then specify your request to access personalized suggestions for help and advice. If this does not meet your needs, click Next to complete your request and create a support ticket. Please ensure that you provide as much information as possible, so that our teams can help you best.

If you are having trouble connecting to our support center or ticket management interface, the following issues may be the cause:

• You have entered an incorrect password.
• Cookies are not enabled on your browser.
• You are trying to connect from a different country than your billing country.

Here are some solutions to try:

• Password: Check that you have entered the correct password or reset your password using this documentation.
• Cookies: Make sure to enable cookies on your browser.
• Billing country: Try connecting using one of the two appropriate gateways based on your location and billing country:
  • European Union (EU)
  • Canada (CA)

If the problem persists, please contact our assistance team for help.

To avoid waiting on the phone, please create a support request via the OVHcloud Help Centre. Click on ✉ Tickets then on the Ticket creation button.

You can also refer to our documentation (FAQs, guides, diagnostic tools, etc.) in the Help Centre.

The aim of this new form is to make the ticket creation process more comprehensive and accurate, with a questionnaire. This means we can classify your requests more efficiently in accordance with the service type, your support requirements, and how critical they are. It also avoids time-consuming back-and-forth between you and our teams.

You can transmit files in these formats (max. size: 1024 MB): bmp, cap, csv, eml, gif, jpeg, jpg, pcap, pdf, png, txt, xml, yaml, yml.

Create a support request in the OVHcloud Help Centre and attach your files.

If your files exceed the maximum size allowed, or if you need to share an unsupported format, you can reply directly to the ticket copy sent by email to the address associated with your NIC handle and attach the files. This will allow us to review them and respond to your request securely.

To find out the level of support associated with your NIC handle, log in to your OVHcloud Control Panel, then click on your name in the top right-hand corner. The support level appears to the right of Support. If you have not subscribed to a paid support service, you will receive the Standard level by default.

Explore and compare the different support levels available here.

We can't access external links such as Google Drive, as this might compromise the security and privacy of your information.

If you need to share files, you can add them directly to your ticket from the OVHcloud Help Center in the following formats (max size: : 1024 MB): bmp, cap, csv, eml, gif, jpeg, jpg, pcap, pdf, png, txt, xml, yaml, yml.

If you would like to send us a video, please note that only the gif format is accepted, and that the size must not exceed 1024 MB. If your video is in a different format or is larger, you can choose one of two methods:

• Reply by email (from the email address associated with the OVHcloud account) to the support ticket, and add the video attached to your reply.
• Upload the video to a platform such as YouTube and share the link of the video in the ticket.

Click this link to connect to the OVHcloud Help Center. Enter your OVHcloud credentials.

Once you have logged in, your most recent support tickets will be displayed. Click the filter icon above the list of your tickets.

You can then click the Clear all button to reset all filter conditions and thus view old closed tickets.

If you have a problem with your service due to content management and/or poor local configuration, you can contact one of our recommended partners for additional assistance on topics not included in OVHcloud technical support.

You can find the list of OVHcloud partners on this page.

OVHcloud has done this to enhance the experience it offers. Our new support structure is designed to meet growing customer expectations, with quicker replies to questions and even higher service quality.

This is why OVHcloud is now offering a wider, more accurate support system that suits business needs, and provides customers with access to online autonomous management services.

Explore and compare the different support levels available here.

To find out the level of support associated with your account, log in to your OVHcloud Control Panel, then click on your name in the top right-hand corner. The support level appears to the right of Support. If you have not subscribed to a paid support service, you will receive the Standard level by default.

Discover and compare the different support levels available here.

After the end of the initial 12-month contract period, you may terminate your Premium support level at any time, without being bound by a fixed contractual term.

In this case, we need written confirmation to process the termination.

To terminate this contract, please contact our support team by creating a support ticket via the OVHcloud Help Center.

Contact our support team for more information.

We are adding more and more tutorials to our YouTube channel: https://www.youtube.com/@OvhGroup.

Feel free to use the search engine on this page to find videos on a particular theme (for example: "create a website").

If your OVHcloud account has been fraudulently used (identity, payment method, etc.), we strongly recommend filing a complaint as soon as possible with your local police force.

Once you have filed it, you will need to send us a copy of the documentation. We can then start our internal processes.

Contact OVHcloud support by phone:

• UK: +44333 370 0425

Your NIC handle (Customer ID) will then be blocked. Services that were fraudulently ordered will be deleted and automatically refunded.

Finally, in order to regain control of your customer account, we may ask you to change your email address and/or password via this link.

To identify and report a phishing email or SMS, please refer to our dedicated guide

You can report any abusive behaviour or illegal content on the dedicated OVHcloud platform www.ovh.com/abuse/. Select the category concerned, then enter the fields requested.

Only logs and technical elements can be sent to the owner of the service concerned. Please do not include any personal data in these fields.

Your report will be processed as soon as possible by OVHcloud’s legal team. Your complaint will be analysed, and we will provide you with further details. If any of our customers’ abusive behaviour is proven, we will inform you and take the necessary measures with the people concerned to put an end to it as soon as possible.

If abusive behaviour has been reported to us or detected by our teams, you will receive an email from an email address with the following format: ticket+"ticket-number"@abuse.ovh.net.

In view of the additional information provided to you in this email, we will ask you to conduct an investigation in order to stop the abusive behaviour and/or remove any illegal content.

To ensure that your services are not being controlled by a third party (e.g. following a hacking incident), we recommend checking that your services are secure:

• Secure your OVHcloud account and manage your personal information
• Change your account password
• Secure your OVHcloud account with two-factor authentication
• How to secure your website
• Secure a VPS
• Secure a dedicated server

Once you have carried out the required actions yourself, you will need to reply directly to the email sent to you by our Abuse team, specifying the measures you have taken. A member of our team will reply as soon as possible.

From the OVHcloud Control Panel, you can open a support ticket to OVHcloud Help Center for further information on how to process your Abuse ticket. To make your request easier to process, please ensure that you include the reference to this Abuse ticket in your support request.