Troubleshooting

The problems people run into most often, and how to fix them. If you can't find yours here, get in touch.

I can't connect to my server over SSH

Start with the error message — it tells you where the connection failed.

`Permission denied (publickey)`

The connection was made but the server rejected your key. Check these in order:

Is the username root? HepCloud images log in as root: ssh root@<server-ip>

Are you pointing at the right key file? If you have several keys: ssh -i C:\Users\<user>\.ssh\id_ed25519 root@<server-ip>

Was the key selected when the server was created? SSH keys are written to the server at install time.

A key added later does not reach older servers

Adding a new SSH key in the panel does not install it on servers that are already running. There are two ways to add a key to an existing server: if you can still log in, append it to ~/.ssh/authorized_keys yourself; if you can't, log in through the console and do the same.

`Connection timed out`

The request never reached the server. Likely causes:

The server isn't ready yet. A brand new server can take a few minutes on first boot; wait until its status reads Running.
The server is stopped. Check the Power tab.
A firewall is blocking port 22. If you applied a firewall, its inbound rules must allow TCP 22.
Wrong IP. Use the address shown on the server's Network tab.

`REMOTE HOST IDENTIFICATION HAS CHANGED`

You rebuilt the server, or the same IP now belongs to a different one. Remove the old fingerprint:

ssh-keygen -R <server-ip>

Then connect again and answer yes when asked.

I locked myself out of the server

Closing port 22 in a firewall, breaking the sshd configuration or mistyping a network setting can cut SSH off completely. The way back in is the console: the Console button on the server page opens the server's screen independently of the network.

Logging in on the console needs a root password — an SSH key does not apply there.

Sort this out once, up front

Set a root password alongside your SSH key when you create a server. That password is only useful on the console, and this is exactly the day it saves you.

My servers were stopped

When your balance runs out, servers keep running for 24 hours and are then suspended. A suspended server is not billed and its data is kept. Top up your balance and press Start.

Servers left suspended are deleted

Suspended servers are permanently deleted after roughly two weeks. Details: Balance and billing.

I can't create a server

What the panel says	Why
Billing details required	A legal requirement; fill in the Billing details form
Insufficient balance	You need at least 50 TL on your account to create a server
Server limit reached	The default limit is 5 servers per account; get in touch to raise it
Image can't be selected	That distribution isn't available yet; selectable images appear active

I can't ping my server

If you applied a firewall, ICMP is closed by default. Add an ICMP inbound rule and ping will answer. No ping does not mean the server is down — SSH can be open while ping is closed.

I can't send email from my server

Outbound ports 25 and 465 are closed to prevent abuse. If you need to send email, use an authenticated SMTP service over port 587.

The phone verification code didn't arrive

Make sure the number starts with +90 and you entered 10 digits.

A code is valid for 5 minutes; request a new one if it expired.

You must wait 60 seconds after the previous request before asking for a new code.

After 5 wrong attempts in a row verification locks for a while; wait and try again.

My payment doesn't go through

Payment is completed on the bank's own page; your card details never touch HepCloud servers. If a payment fails:

Make sure your card is enabled for online purchases and 3D Secure.
Enter the verification code your bank sends before it expires.
The amount must be at least 50 TL.

Nothing is deducted from your balance on a failed payment. If money left your card but never reached your balance, get in touch and we will trace it with the bank reference.

My API request returns an error

Error code	Meaning
`unauthorized`	Missing, wrong or revoked token
`token_readonly`	You sent a write request with a read-only token
`session_required`	Account, billing and token operations are panel-only
`not_found`	The resource doesn't exist — or belongs to another project
`resource_limit_exceeded`	You reached your server or IP limit

Tokens are project-scoped: a token from one project cannot see another project's server and returns not_found for it. Details: API tokens.