Fix a failed account change

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

   Confirm the billing request was sent and record its response code.

2. 2

   Check the customer account reference, plan, status and profile limit.

3. 3

   Confirm the assigned server has checked in recently and has spare capacity.

4. 4

   Retry only after checking that repeating the request will not create a duplicate.

5. 5

   Confirm the affected profile reaches an active state before changing unrelated settings.

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.