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Accounts

Open the most effective support ticket possible using these best practices.
Team collaboration is built into the DigitalOcean experience from sign-up.
You can disable device verification by enabling two-factor authentication (2FA) or by authenticating with Google or GitHub.
Change the email address on your account from the Manage Account page.
Switch from Google or GitHub SSO to the username and password sign-in method on the My Account page.
Use the Can’t Sign In form to send a support request if you can’t sign in to open a ticket.
Switch to a different login method on your DigitalOcean account (like email and password), then switch back to Google or GitHub and select the account you want to use.
If you were expecting an email with the code, check your spam folder. If you were expecting an SMS message, make sure you aren’t blocking communications from us and that you have the correct phone number on the account.
If you enter your username and password but can’t complete two-factor authentication, you can disable 2FA using your backup method (backup codes or SMS).
Your username is the email you used to sign up for DigitalOcean. You can request a password reset email from the login page.
If you can’t access to the email account you use with your DigitalOcean account, first try restoring access to your email account by contacting your email administrator, renewing your domain’s registration, or setting up another email server.
Try to restore access to your GitHub account by following GitHub’s account recovery process or 2FA credential recovery process.
Try to restore access to your Google account by following GitHub’s account recovery process.
If you lost your Droplet’s SSH key or root password, reset the Droplet’s root password in the control panel. You can use the Recovery Console to regain access to the Droplet’s SSH configuration.
If you can’t log in because you receive an error on the DigitalOcean login screen, please open a support ticket with your device details.
We strongly recommend that you reset your account password and add additional security by enabling 2FA or SSO.
You may be required to enter a verification code each time you sign in if you use an ad blocker. You may be asked to verify your browser from a trusted location and device if you have deleted cookies for digitalocean.com or you have disabled cookies entirely.
As a temporary workaround, new DigitalOcean users who begin with team account can transfer snapshots to other users via teams instead of directly via email address.
Once you pay a past-due balance, you need to manually turn your services (like Droplets) back on using the control panel. Services aren’t automatically powered back on after resolving an account suspension due to non-payment.
If you didn’t receive the password reset email you requested, check your spam folder and make sure you’re looking at the right email address and that you’ve refreshed for new mail.

View all Accounts support articles.

Backups

You can recover your Droplet if you have taken a snapshot of the Droplet or signed up for automated backups.
Backup schedules and frequency cannot be changed, but you can use Snapshots to backup a Droplet at anytime.
Destroying a Droplet destroys the backups along with it. You’ll want to preserve your backups first.
You cannot currently download DigitalOcean backups or snapshots, but you can use third-party tools to save your data locally.
You can manually back up a Droplet using DigitalOcean snapshots or backups or, alternatively, using a third-party tool like rsync or SFTP.
You can transfer snapshots of Droplets to other users, who can then recreate the Droplet on their account from the snapshot.
Creating a backup or snapshot takes roughly 2 minutes per GB of used space.

View all Backups support articles.

Billing

Apple Pay is available on the Safari browser. Try these troubleshooting steps if Apple Pay isn’t visible on your account.
Google Pay is available on Chromium-based browsers like Chrome, Brave, and Microsoft Edge. Sometimes there are issues with password managers like 1Password. Try these troubleshooting steps if Google Pay isn’t visible on your account.
Download the CSV version of your invoice for more detailed billing information.
We’re happy to help you find solutions to pay your invoice.
Update your contact and company details on your invoice.
Resolve an issue with your credit card being declined.
Once you pay a past-due balance, you need to manually turn your services (like Droplets) back on using the control panel. Services aren’t automatically powered back on after resolving an account suspension due to non-payment.

View all Billing support articles.

Connectivity Troubleshooting

Diagnose and troubleshoot firewall and load balancer issues that could be causing network connectivity issues.
Diagnose and troubleshoot firewall issues that could be causing network connectivity issues.
Check things like Droplet status and logs before continuing to diagnose network issues.
Diagnose and troubleshoot your Droplet’s network configuration.

View all Connectivity Troubleshooting support articles.

DNS

Problems with SSH connectivity include hostname resolution errors and connections being refused or timing out.
Diagnose and troubleshoot your Droplet’s network configuration.
Verify that the hostname is correct and whether your local machine has DNS resolution problems.
Our DNS recursive servers now require Authoritative Answer flags when resolving host names.

View all DNS support articles.

Droplets

If you lost your Droplet’s SSH key or root password, reset the Droplet’s root password in the control panel. You can use the Recovery Console to regain access to the Droplet’s SSH configuration.
You may be receiving this error for various reasons, including a missing SSH key or incorrect password.
Older operating systems can pose large security risks.
You can recover your Droplet if you have taken a snapshot of the Droplet or signed up for automated backups.
Backup schedules and frequency cannot be changed, but you can use Snapshots to backup a Droplet at anytime.
Snapshots do not retain the IP address of the Droplet they were created from, but you can use floating IPs to assign the same address to new or redeployed Droplets.
You can review disk usage on your Droplet and then remove unnecessary files.
Configure your firewall to allow outgoing traffic through ports 80 and 443.
You cannot resize Droplets to smaller plans, but you can migrate your data to a smaller Droplet.
No, we do not support Windows on Droplets.
Destroying a Droplet destroys the backups along with it. You’ll want to preserve your backups first.
We have guides to help you migrate your data from your previous provider.
There are a few ways to install an SSL on your Droplet, depending on where you get the certificate from.
Use recovery mode to access Droplets that fail to boot up or have system problems.
File system corruption can cause a Droplet to boot into read only mode.
You can reset your Droplet’s password using the control panel.
High RAM or CPU usage is normally the result of applications or kernel processes on the Droplet. You can monitor high CPU usage processes on the Droplet and stop them if necessary.
You can serve multiple Wordpress instances from a single Droplet.
You can point multiple domains at a Droplet and serve multiple websites from it.
DigitalOcean blocks SMTP port 25 for some new accounts to prevent spam and other abuses of our platform.
You can check to see if a Droplet’s migration has completed by checking its history.
You cannot currently download DigitalOcean backups or snapshots, but you can use third-party tools to save your data locally.
You can manually back up a Droplet using DigitalOcean snapshots or backups or, alternatively, using a third-party tool like rsync or SFTP.
You can transfer snapshots of Droplets to other users, who can then recreate the Droplet on their account from the snapshot.
Creating a backup or snapshot takes roughly 2 minutes per GB of used space.

View all Droplets support articles.

Firewalls

Diagnose and troubleshoot firewall issues that could be causing network connectivity issues.
Use this guide to gather information about your firewalls and diagnose problems.
Configure your firewall to allow outgoing traffic through ports 80 and 443.

View all Firewalls support articles.

Floating-Ips

Snapshots do not retain the IP address of the Droplet they were created from, but you can use floating IPs to assign the same address to new or redeployed Droplets.

View all Floating-Ips support articles.

IPv6

Check things like Droplet status and logs before continuing to diagnose network issues.
Use this guide to gather information about your firewalls and diagnose problems.
Configure your firewall to allow outgoing traffic through ports 80 and 443.

View all IPv6 support articles.

Kubernetes

A node can show as NotReady if it is unhealthy and not accepting pods.
You can configure load balancers that are provisioned by DOKS using Kubernetes service annotations .
Kubernetes service ’externaltrafficpolicy’ field controls how nodes respond to health checks.
You can resize a DOKS node by creating a new node pool of the desired size.

View all Kubernetes support articles.

Load Balancers

You can configure load balancers that are provisioned by DOKS using Kubernetes service annotations .
Kubernetes service ’externaltrafficpolicy’ field controls how nodes respond to health checks.

View all Load Balancers support articles.

MongoDB

Upgrade your cluster’s disk space or delete data.
Verify your connection string and add your local machine to the database cluster’s trusted sources.
Add your machine to the database cluster’s list of trusted sources.
Prepend your connection string with your database client.
Check for typos and formatting errors in the connection string.
We are currently processing the cluster, most likely for maintenance. You can expect no downtime or performance issues.

View all MongoDB support articles.

MySQL

Verify your connection string and add your local machine to the database cluster’s trusted sources.
Add your machine to the database cluster’s list of trusted sources.
Prepend your connection string with your database client.
Check for typos and formatting errors in the connection string.
Ensure your queries are not timing out and check your network connection.
Verify your login credentials and user permissions.
Verify that the hostname is correct and that you’ve created the database.
Verify that the hostname is correct and whether your machine has DNS resolution problems.
Change user settings or password type.
Use a client compatible with TLS/SSL.
Check your network connection or revise your query.
We are currently processing the cluster, most likely for maintenance. You can expect no downtime or performance issues.
Set ansi_quotes to False or turn off primary key requirement.

View all MySQL support articles.

Networking

Use this guide to gather information about your firewalls and diagnose problems.
Our DNS recursive servers now require Authoritative Answer flags when resolving host names.
Configure your firewall to allow outgoing traffic through ports 80 and 443.
There are a few ways to install an SSL on your Droplet, depending on where you get the certificate from.
You can point multiple domains at a Droplet and serve multiple websites from it.
DigitalOcean blocks SMTP port 25 for some new accounts to prevent spam and other abuses of our platform.

View all Networking support articles.

PostgreSQL

Verify your connection string and add your local machine to the database cluster’s trusted sources.
Add your machine to the database cluster’s list of trusted sources.
Prepend your connection string with your database client.
Check for typos and formatting errors in the connection string.
Verify that the hostname is correct and whether your local machine has DNS resolution problems.
Verify that the hostname is correct and that you’ve created the database.
Check your cluster and username/password combination.
We are currently processing the cluster, most likely for maintenance. You can expect no downtime or performance issues.

View all PostgreSQL support articles.

Redis

Verify your connection string and add your local machine to the database cluster’s trusted sources.
Add your machine to the database cluster’s list of trusted sources.
Prepend your connection string with your database client.
Check for typos and formatting errors in the connection string.
Verify that you are including the “–tls” flag in the connection string.
Verify that you are using the correct password.
We are currently processing the cluster, most likely for maintenance. You can expect no downtime or performance issues.

View all Redis support articles.

Snapshots

As a temporary workaround, new DigitalOcean users who begin with team account can transfer snapshots to other users via teams instead of directly via email address.
You can recover your Droplet if you have taken a snapshot of the Droplet or signed up for automated backups.
Snapshots do not retain the IP address of the Droplet they were created from, but you can use floating IPs to assign the same address to new or redeployed Droplets.
Destroying a Droplet destroys the backups along with it. You’ll want to preserve your backups first.
You cannot currently download DigitalOcean backups or snapshots, but you can use third-party tools to save your data locally.
You can manually back up a Droplet using DigitalOcean snapshots or backups or, alternatively, using a third-party tool like rsync or SFTP.
You can transfer snapshots of Droplets to other users, who can then recreate the Droplet on their account from the snapshot.
Creating a backup or snapshot takes roughly 2 minutes per GB of used space.

View all Snapshots support articles.

SSH Troubleshooting

Problems with SSH connectivity include hostname resolution errors and connections being refused or timing out.
Problems during SSH protocol initiation include the client suddenly getting dropped or closed, the client returning errors about cipher negotiation, or issues with an unknown or changed remote host.
Problems with SSH authentication includes permission denied with SSH keys and passwords.
Problems with SSH shell environments include being unable to fork a process, the system reporting it’s not a valid shell, or issues reaching the home directory.

View all SSH Troubleshooting support articles.

SSL

You can renew your certificate manually using Certbot.
There are a few ways to install an SSL on your Droplet, depending on where you get the certificate from.

View all SSL support articles.

Teams

Team collaboration is built into the DigitalOcean experience from sign-up.
As a temporary workaround, new DigitalOcean users who begin with team account can transfer snapshots to other users via teams instead of directly via email address.

View all Teams support articles.

Third-Party Applications

You can renew your certificate manually using Certbot.
You can install cPanel and WHM on CentOS Droplets.
No, we do not support Windows on Droplets.
You can serve multiple Wordpress instances from a single Droplet.

View all Third-Party Applications support articles.

Volumes

You cannot currently download DigitalOcean backups or snapshots, but you can use third-party tools to save your data locally.

View all Volumes support articles.

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