Services
My client's VPS is stuck in pending. What do I do?
My client's VPS is stuck in pending. What do I do?
- Pending in the Services table means setup is not complete. The service page shows Setup In Progress, with no credentials or power controls yet.
- Credentials appear in Connection Details after setup completes.
- A pending Dedicated Server is delivered within 24 business hours.
- If the related request shows NYCS Review, NYCServers is reviewing a setup problem. Do not submit a second request.
- If the service stays pending, open a ticket with the service number.
How do I change a client's plan?
How do I change a client's plan?
- Open the service, then select Change Plan under Service Actions.
- Select a plan in New Plan and select Confirm Plan Change.
- Track the Upgrade or Downgrade request in Requests. Do not submit the same change again while it is Pending.
Clients & Email
My client did not get the welcome email.
My client did not get the welcome email.
- Ask the client to check the spam or junk folder.
- Open the service and check that the client email address is correct.
- Resend it: in Connection Details, select Resend beside Resend Welcome Email (Admin only). The panel sends the credentials to the client email address again.
- If you use a custom VPS Welcome Email template, use Send Test Email to check it.
- If the resend fails, a Welcome Email request stays pending in Requests for review.
Billing
A card was declined, or an invoice is still unpaid.
A card was declined, or an invoice is still unpaid.
- A failed automatic charge leaves the invoice Pending. Open the invoice and check Payment History.
- Add a valid card and set it as Default in Payment Methods (Admin only).
- Open the Pending invoice and select Pay Now.
- Bank Wire Transfer accounts do not use Pay Now. Pay with the Wire Instructions and Invoice Memo shown on the invoice.
Account & Login
I cannot log in, or I lost my 2FA device.
I cannot log in, or I lost my 2FA device.
- Check your email address and password on the sign-in page.
- If you lost your authenticator app, select Use Backup Code Instead and enter one saved backup code. Each code works only once.
- A successful backup-code sign-in turns off two-factor authentication and clears all remaining backup codes. Turn it on again in Account Settings > Login & Security.
- The sign-in page has no other self-service recovery. If you have no backup code, ask a team member to open a ticket for you.
Forms, Requests & API
My public form is not showing.
My public form is not showing.
- Broker slug: if the form row shows Broker slug not set, the public URL controls are unavailable. Open a ticket so support can set the slug.
- Form status: the form must show Active. An Inactive form does not load from its link or embed code.
- Embed domain: add the exact parent website origin (protocol, subdomain, and port) in Form Settings > Manage Embed Domains.
- Test the current URL with Manage > Open Form.
A request is stuck in NYCS Review.
A request is stuck in NYCS Review.
- NYCS Review means NYCServers is reviewing a setup or processing problem.
- You cannot approve or deny the request while it is in this status.
- Do not submit a second request for the same change.
- To ask about it, open a ticket with the request ID (
REQ-000000) and the service number.
The API returns 401 or 403.
The API returns 401 or 403.
- 401
authentication_failed: check theAuthorization: Bearerheader. The key must be active and not expired. A regenerated or deleted secret no longer works. - 403
insufficient_permissions: the key does not have a scope that the endpoint requires, or the request IP is not on the whitelist (messageIP address not whitelisted). - For a restricted key, add the integration’s public outbound IP in API Center > API Firewall.
- Never send a key secret to support.
Next Step
Support Tickets
Open a ticket when these answers do not solve the problem.