Prepare for dashboard recovery

Before you begin

Confirm that you have access to the relevant dashboard, billing and server settings before making changes. Do not paste enrolment commands, API tokens, signing secrets, passwords or private keys into support messages.

Procedure

1. 1

   Keep separate access to your billing system, DNS provider and VPN server hosts.

2. 2

   Record the customer address and the names of your billing connections.

3. 3

   Do not change or remove access details during recovery unless support asks you to.

4. 4

   Report the affected dashboard address, when the problem started and the error you saw.

5. 5

   After recovery, confirm that staff and customers can sign in and create VPN profiles.

If the result is different

Record the approximate time, dashboard address, account reference and exact error. Check the related billing request and server status before trying again.