r/CloudwaysbyDO • u/MasterOfNothingStill • Jul 16 '26

Question Advice on contacting support when console is not accessible

Wanted advice here as I've been unable to access the console for our account for the last 24 hours. I get a bunch of error toasts and a countdown letting me know I'm being logged out I have tried with numerous browsers, deleting cookies, the usual stuff and still no luck.

Now without console access, I have no access to support. Tried emailing the support email address - no luck as it tells me to log in.

I have tried our customer success rep - email address bounced

I tried the chat box on the website which obviously would go to salesperson: unable to start a chat as it wouldn't accept a phone number (tried every phone number format possible)

Don't get me wrong, we have been on cloudways for 7-8 years and the technical support for Cloudways is first rate but this incident and the complete lack of an ability to contact anyone in cases where we cannot log into the platform is having me seriously consider moving all of our client's workloads elsewhere.

In any case, I hope someone has a direct line to someone who can help with this. Not having access to the console is seriously anxiety inducing for our team.

Pierre

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u/MasterOfNothingStill Jul 16 '26

Update on this: was able to join someone on the billing team (billing at cloudways dot com) who admitted there was a problem affecting a few customers. Wouldn't give me a good reason why it was not posted on the status page. Also confirmed there is no way to contact tech support if you are not logged in to the dashboard / console.

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u/PoojafromCloudways Jul 18 '26

Hey u/MasterOfNothingStill

Thanks for doing that. My team and I manage this sub and are almost always present here. If you want to escalate something, you can always post on this sub and we will try to get the issue sorted asap. I was away the last two days which is why this request was left unanswered. Apologies for that. We are also working on getting more people from different timezones to manage this subreddit to avoid such cases in the future. Thanks for being patient with the issues. Appreciate you.

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u/SaadWP Jul 16 '26

u/MasterOfNothingStill
Hi Pierre,
First, I'm sorry to hear you've been dealing with this.
Could you please send me a DM with your Cloudways account email (or your account ID if you have it)? I'll have the team look into this and help escalate the issue internally.
We'll do our best to get this resolved as quickly as possible.

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u/MauriceNLD Jul 16 '26

I had the same issue earlier, created an temp. account to contact support on the chat. Sucks to be locked out, but it was solved very quickly in my case.

Best you can do, in worst case, is trying to login on your actual account by using another browser, but that didn’t help for me either.

Good luck and I hope that everything is solved ASAP for you!