Help Center

Your questions, answered here

From configure-and-order to node access, from renewals to tickets — browse by category, or contact us when you need a human.

Orders & payment

Do I need an account before ordering?

After you pick a model, term, and add-ons you can go straight to checkout — no login or signup required. After payment, the page prompts you to link the order to an email so you can manage nodes and billing in the Console.

Which payment methods are supported?

Checkout runs through Stripe and accepts major international debit and credit cards. Week, month, and quarter plans are subscriptions that renew automatically; day rental is a one-time charge with no auto-renewal.

Is pricing the same across regions?

Yes. The same model and billing cycle cost the same in every region. Region only changes physical location and latency, not price. See the full list on the Pricing page.

Can I add options (SSD expansion, Thunderbolt 5) after ordering?

Yes. Sign in to the Console, open a ticket with the node ID and the add-on you need. After we confirm, we help apply the change — charges apply from the billing cycle when the change takes effect.

What if payment fails during checkout?

First confirm the card details are correct — some banks add extra checks for overseas merchants. If it keeps failing, try another card or email support@ruvcloud.com and we will help investigate.

Delivery & access

How soon can I use the node after payment?

After payment confirms, MDM orchestration provisions the instance automatically. Credentials appear on the Console node detail page with no manual step. We do not promise a specific SLA for provisioning time; it is usually quick.

How do I connect to my node?

The console Compute nodes tab offers two access paths:
· SSH terminal — copy the SSH command shown in the console and paste it into your local terminal;
· VNC remote desktop — click Open VNC for a full macOS GUI in the browser, with no client install.

Where do I find the SSH password?

Sign in to the Console, open the node detail page, find the SSH password field, and click Show to reveal and copy it. Passwords are not sent proactively by email.

VNC feels slow or the screen stutters — what can I do?

VNC quality depends on network latency. Prefer a closer region, or use SSH for network-heavy work and keep VNC for GUI tasks.

What if the node will not power on or connect?

On the node detail page, try Power controls and restart. If it is still unreachable, open a ticket with the node ID and symptoms — we will investigate promptly.

Billing & renewals

Does the plan auto-renew at the end of a cycle?

Week, month, and quarter plans are subscriptions and renew automatically at cycle end. Day rental is a one-time payment and does not auto-renew — place a new order to continue.

How do I cancel auto-renewal?

Sign in to the Console, find Manage subscription in the account summary, then open the Stripe billing portal to view, change, or cancel the renewal plan.

Where can I see past invoices?

The console Billing history tab lists all past orders and payment status. Open any row for amount and cycle details.

What is the refund policy?

Refund windows and conditions follow the Terms of Service. To request a refund, open a console ticket with the order ID and reason — we process after verification.

Can I change the billing cycle or model?

Yes. Open a console ticket describing the target config. After review we help apply the change. Upgrade/downgrade charges follow the cycle when the new config takes effect.

Account & tickets

How do I recover a forgotten password?

Open the Console, click Forgot password on the sign-in page, enter your registered email, verify the code, then set a new password.

Can I sign in if I never set a password?

Yes. The console supports code login: switch to Sign in with code, enter your email, get a code, and enter the console without setting a password first.

How soon will I get a reply after opening a ticket?

We watch tickets and email 24/7 and respond as soon as we can. Timing varies with complexity. Technical outages are prioritized.

Can I contact support without an account or if I cannot sign in?

Yes. Email support@ruvcloud.com with your order ID or registered email and we will help. Login is not required to get support.

How do I close my account or delete data?

For account closure or data deletion, open a console ticket or email support@ruvcloud.com. We handle requests under the Privacy Policy.

Ticket support

Open a ticket in the console

If you already have an account, tickets are the fastest path — include the node or order ID for quick lookup.

Go to Console

Email support

Email us directly

No account yet, or the issue is not tied to a specific order — just describe the situation by email.

support@ruvcloud.com

Issue resolved? Try a real Mac node.

Day rental, no signup required — manage instances anytime in the console.

Rent Now View Pricing