> ## Documentation Index
> Fetch the complete documentation index at: https://broker-docs.newyorkcityservers.com/llms.txt
> Use this file to discover all available pages before exploring further.

# FAQ & Troubleshooting

> Quick answers to common service, email, billing, login, form, request, and API problems.

Quick answers to common problems. Still stuck? [Contact Support](https://brokers.newyorkcityservers.com/support).

## Services

<AccordionGroup>
  <Accordion title="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.

    Read more: [Service Details](/broker/services/service-details)
  </Accordion>

  <Accordion title="How do I change a client's plan?">
    1. Open the service, then select **Change Plan** under **Service Actions**.
    2. Select a plan in **New Plan** and select **Confirm Plan Change**.
    3. Track the **Upgrade** or **Downgrade** request in **Requests**. Do not submit the same change again while it is **Pending**.

    Admin and Staff users can change a plan. A plan that requires manual acceptance stays pending until it is reviewed.

    Read more: [Upgrade or Downgrade a Service Plan](/broker/services/plan-changes)
  </Accordion>
</AccordionGroup>

## Clients & Email

<AccordionGroup>
  <Accordion title="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.

    Read more: [Service Details](/broker/services/service-details)
  </Accordion>
</AccordionGroup>

## Billing

<AccordionGroup>
  <Accordion title="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.

    Read more: [Payment Methods & Autopay](/broker/billing/payment-methods)
  </Accordion>
</AccordionGroup>

## Account & Login

<AccordionGroup>
  <Accordion title="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.

    Read more: [Logging In & MFA](/broker/logging-in)
  </Accordion>
</AccordionGroup>

## Forms, Requests & API

<AccordionGroup>
  <Accordion title="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**.

    Read more: [Publish and Embed Forms](/broker/integrations/form-embedding)
  </Accordion>

  <Accordion title="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.

    Read more: [Requests](/broker/services/requests)
  </Accordion>

  <Accordion title="The API returns 401 or 403.">
    * **401 `authentication_failed`:** check the `Authorization: Bearer` header. 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 (message `IP 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.

    Read more: [Errors and Retries](/api/errors-and-retries)
  </Accordion>
</AccordionGroup>

## Next Step

<Card title="Support Tickets" icon="arrow-right" href="/broker/support">
  Open a ticket when these answers do not solve the problem.
</Card>


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