Account FAQ

Frequently Asked Questions About Customer Accounts


How do I become a verified user?
This process is automatic and happens usually within 30 days of opening and using your account. After you become a verified user, you will be able to manually charge your credit card by using the “Pay now” button on your billing page.
How can I upgrade my account to a upper Cloud? Are there any fees associated with upgrading?
Enter in your account and click My Services. You can choose your service here and click Upgrade to upgrade any other plan. The fee difference will be indicated at that stage.
I need to open multiple accounts for business and personal use. How do I do that?
Prior to opening a second account please open a ticket with our support team. This will help us quickly verify your new account.
I lost the welcome email with my account password / I forgot my password. Can you resend it?
For security purposes we never resend your password. If you have forgotten it simply navigate to the login page and click on the Forgot Password link. We’ll then send you an email with instructions on how to reset your password.
How can I change my email address?
You can change from My account -> My Informations A confirmation will be sent to your old email address to confirm the change.
What do I do if I lose my phone and I have two-factor authentication enabled?
You would need to open a ticket by emailing [email protected] with the email address with which you registered for an account and our support staff will take you through a verification process.
Why are root/administrator passwords emailed?
The root/administrator password is sent via email because it is necessary to reach a virtual server.

Upon logging in for the first time with the root password we require that the password be changed. We strongly recommend updating to a strong password. Here are a few guidelines:

  • Create a password that has eight or more characters. The longer the password the better.
  • Use a string of random words.
  • Add numbers and/or punctuation to your password.
  • Mix upper and lowercase
  • Use different passwords for different servers

Alternatively, you can use SSH keys to access the server. You can add SSH-keys to the control panel and then deploy new servers with the SSH key installed under the root user.

We also recommend updating the ssh config when using SSH keys to only allow SSH logins via root with the following config update: PermitRootLogin without-password

Why didn't I receive a root password via Email?
Please check your spam folder in case the email was mis-delivered. You can also reset your Droplet's root password by click on "Access" and then "Password Reset".

Alternatively, instead of using a password, you can set up SSH keys for your server which would eliminate the need for a password altogether.

How do I cancel my account?
You can cancel your account anytime through the control panel, under the settings tab. First, destroy any Cloud Server active on your account, resolve any outstanding billing and then click “Deactivate Account.”
If I have multiple credit cards on file, which one do you charge?
Our billing system will attempt to charge your cards starting with the most recently added card. If there is a specific card you'd like to use for payment, please make sure it is the most recently added card or delete any other cards from your account.
How am I charged if I have both PayPal and a credit card on file?
You can pay by using any payment method you want. You won’t be charced with extra price in any payment method
My credit card expired and the payment failed. How do I fix it to prevent my account from being suspended?
Our billing system will send you payment reminder mails in case payment doesn’t occur. If you follow reminder mails and do the necessary operations, your server doesn’t get suspended.
I have a credit, why can’t I create a Server?
In order to use the credit you’ll need to activate your account by adding a valid credit card to your account or prepay via PayPal.
I submitted a PayPal payment. Why hasn't my balance been updated?
Balances are not updated in real time. Once you submit your PayPal payment it gets processed and added to our system. You should see the updated balance in a few hours.
Can I transfer credits from one account to another?
Credits cannot be transferred between accounts.
Do you offer refunds?
No, we do not offer refunds. If there are extenuating circumstances, please open up a ticketwith our support team
Can I be billed using my local currency?
Since Skynube, is primarily a US-based company, Skynube will continue to bill in USD. This allows our pricing to remain stable and consistent, rather than fluctuating with exchange rates. We do apologize if this causes an inconvenience.
How much do IPs cost?
IPv4 addresses cost $3/month.