All Support Articles

Last edited on 28 Aug 2023

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Accounts

We don’t have an option for transferring domains between teams, but you can download a zone file to help with manual transfer.
Change the email address on your account from the Manage Account page.
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.
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 lose the private SSH key you use to log into a Droplet, you need to re-enable password authentication to recover access.
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.

App Platform

You see the CDN load balancer’s IP address. Use dig to see the dynamic IP address of the app.
Application crashes, high memory consumption, and high disk usage are usually responsible for apps restarting.
Apps do not have static IP addresses so you cannot point an A record at an app.
Environment variables are only available as build-args for Dockerfile builds in App Platform.
You can change an app’s source repository by updating the app’s spec.
Ensure the missing module is listed in the dependencies section of the package.json file.
App Platform does not currently support injecting values as files on disk. Use environment variables to create files at run time.
Review your app’s build logs to diagnose which process failed during building.
Try to reupload the image to see if it resolves the issue.
We do not support using apt-get install when using buildpacks. Instead, use a Dockerfile.
Database bind variables are only available during an app’s deployment and run times.
Change dockerfile_path to match your Dockerfile’s path.
Your app is likely unavailable on the port App Platform uses to perform health checks. Customize the health check or update the ports in your app.
Review some common troubleshooting techniques for App Platform.

View all App Platform support articles.

Backups

You cannot change the frequency of Droplet backups, but you can use Snapshooter or the API to create daily snapshots of your Droplets.
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.
Update your registrar to use DigitalOcean’s name servers.
Apps do not have static IP addresses so you cannot point an A record at an app.
We regret to inform you that DigitalOcean currently does not support DNSSEC.
Try using a public DNS server instead of your ISP’s default server.
You cannot import a DNS zone, but you can add the domain and manually create the DNS records.
Use Punycode to add a non-ASCII domain name with DigitalOcean
We don’t have an option for transferring domains between teams, but you can download a zone file to help with manual transfer.
Delete the Let’s Encrypt certificate associated with the domain in your account’s Settings section.
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.
You can point multiple domains at a Droplet and serve multiple websites from it.

View all DNS support articles.

Droplets

IPv6 can be disabled by making changes to your Droplet’s network interface configuration.
You can disable the address on your Droplet from the command line or through updating your Droplet’s eth1 interface configuration.
You can access your Droplet’s file manager by connecting to the Droplet using SSH or the Droplet Console.
Ensure your Droplet’s public and private network interfaces are correctly named eth0 and eth1.
There is no possible way to convert a Droplet IP into a Reserved IP.
No; however, you can add another layer onto your Droplet with an attached Volume.
You cannot change the frequency of Droplet backups, but you can use Snapshooter or the API to create daily snapshots of your Droplets.
You cannot undo restoring a Droplet from a backup, but you can use an existing snapshot to restore a Droplet to a previous point in time.
All Droplets are assigned IPs that are owned by DigitalOcean, which is headquartered in the US.
Adding a volume to your Droplet doesn’t increase its main disk size. You need to resize the Droplet to increase its main disk size.
Follow the instruction in this article to install cPanel.
By default, load balancers time out after the connection has been idle for 60 seconds. You can customize the timeout duration.
Load balancers return 503 errors when there are either no Droplets assigned to them or all of the assigned Droplets are unhealthy.
Older Droplets that did not have VPC enabled prior to October 2020 cannot be added to a VPC network without changing its IP address.
Edit your Droplet’s sshd_config file to change its SSH port.
Reserved IPs do not support SMTP traffic.
You cannot retain a Droplet’s IPv4 when you transfer the Droplet to a new region. Use a reserved IP address to maintain a static IP address.
Take a snapshot of your Droplet and then create new Droplet from the snapsnot in the new datacenter.
You cannot create Droplets in certain datacenters due to limited capacity. If you have snapshots in a limited capacity datacenter, transfer them to another datacenter to create Droplets from them.
No, you cannot downsize a Droplet using a snapshot.
Snapshot images are compressed when stored.
Create a new Droplet from your snapshot image.
You cannot create Droplets with a specific IP address, but you can use reserved IPs for a static address that you can migrate between Droplets.
Create a snapshot of the Droplet, then create a new Droplet from that snapshot.
To rename your Droplet, change the Droplet’s name in the control panel, then change its hostname from the command line using hostnamectl or by editing /etc/hostname and /etc/hosts.
Droplets do not have a dedicated IP address.
Transfer files over SSH with SFTP.
Click Lost your password? in the login page.
We do not email a Droplet’s root password. You can reset your root password if you don’t remember it.
If you lose the private SSH key you use to log into a Droplet, you need to re-enable password authentication to recover access.
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 reserved 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 the recovery ISO 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 or the recovery ISO.
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 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.
Instructions on patching Droplets for the Intel MDS vulnerability (Zombieload) and verifying the fix.
Next steps to take if you receive a message from DigitalOcean support because your Droplet is sending an outgoing flood or DDoS.

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.

Functions

The function handler needs to return a response object to HTTP requests from Postman or curl.

View all Functions support articles.

IPv6

Check things like Droplet status and logs before continuing to diagnose network issues.
IPv6 can be disabled by making changes to your Droplet’s network interface configuration.
Addresses assigned to a Droplet remain static for the life of the Droplet.
Droplets do not have a dedicated IP address.
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

Edit the ConfigMap which NGINX uses to enable PROXY protocol.
Set up NodeLocal DNSCache to improve DNS performance for high DNS usage.
Launch an Init Container or run a DaemonSet.
Displaying CPU and memory usage in the Kubernetes Dashboard is not supported at this time.
The output of the kubectl top command does not measure the entire system load in the same way the control panel does.
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.
Recommended solutions for common errors raised by Clusterlint, a non-invasive best practices checker for DigitalOcean Kubernetes clusters.

View all Kubernetes support articles.

Load Balancers

Edit the ConfigMap which NGINX uses to enable PROXY protocol.
By default, load balancers time out after the connection has been idle for 60 seconds. You can customize the timeout duration.
Load balancers return 503 errors when there are either no Droplets assigned to them or all of the assigned Droplets are unhealthy.
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.
Enable PROXY protocol support on your Droplets.

View all Load Balancers support articles.

MongoDB

Remove ‘_id’ from your JSON data, so that MongoDB can automatically generate the ‘_id’ values needed for each document.
Try using a public DNS server instead of your ISP’s default server.
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.

Monitoring

You must install the DigitalOcean metrics agent to enable alerts for your Droplets.

View all Monitoring support articles.

MySQL

Batch or optimize the query, increase the table size, or change the storage engine.
Use MySQL’s import command for large amounts of data.
You can fix this error by removing or replacing the DEFINER in the dump file.
Check your network connection or revise your query.
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.
Change user settings or password type.
Use a client compatible with TLS/SSL.
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.
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

You can disable the address on your Droplet from the command line or through updating your Droplet’s eth1 interface configuration.
Ensure your Droplet’s public and private network interfaces are correctly named eth0 and eth1.
Reserved IPs do not support SMTP traffic.
Addresses assigned to a Droplet remain static for the life of the Droplet.
Droplets do not have a dedicated IP address.
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 to prevent spam and other abuses of our platform.

View all Networking support articles.

PostgreSQL

Include the --no-role-passwords flag in the command.
You can fix this pg_dump error by either upgrading pg_dump, matching the correct pg_dump for your server version, or using a third-party backup tool.
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.

Reserved IPs

There is no possible way to convert a Droplet IP into a Reserved IP.
Reserved IPs do not support SMTP traffic.
You cannot retain a Droplet’s IPv4 when you transfer the Droplet to a new region. Use a reserved IP address to maintain a static IP address.
You cannot create Droplets with a specific IP address, but you can use reserved IPs for a static address that you can migrate between Droplets.
Droplets do not have a dedicated IP address.
Snapshots do not retain the IP address of the Droplet they were created from, but you can use reserved IPs to assign the same address to new or redeployed Droplets.

View all Reserved IPs support articles.

Snapshots

You cannot change the frequency of Droplet backups, but you can use Snapshooter or the API to create daily snapshots of your Droplets.
You cannot undo restoring a Droplet from a backup, but you can use an existing snapshot to restore a Droplet to a previous point in time.
Take a snapshot of your Droplet and then create new Droplet from the snapsnot in the new datacenter.
You cannot create Droplets in certain datacenters due to limited capacity. If you have snapshots in a limited capacity datacenter, transfer them to another datacenter to create Droplets from them.
No, you cannot downsize a Droplet using a snapshot.
Snapshot images are compressed when stored.
Create a new Droplet from your snapshot image.
Create a snapshot of the Droplet, then create a new Droplet from that snapshot.
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 reserved 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.

Spaces

Create another bucket to transfer data to, save your files locally, or use an automatic backup tool.
Create a new Spaces bucket on another account and transfer your data with Rclone.
The Spaces plan provides 250 GiB of data storage across all buckets.

View all Spaces 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

Delete the Let’s Encrypt certificate associated with the domain in your account’s Settings section.
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.

Support Plans FAQ

No, support plans do not apply to Cloudways or Paperspace offerings.
No, there are no contracts or lock-in periods.
Yes, you can set up billing alerts.
No, we do not offer refunds for support plans.
No, you cannot prepay for DigitalOcean support plans at this time.
Not at this time, each team needs their own plan.
You can downgrade your plan to a Developer, Standard, or free Starter plan using the control panel.
You can purchase support plans through our website.
Charges depend on your sign-up date and are prorated accordingly.
Yes, downgrading to a Standard, Developer, or Starter plan takes 30 days to take effect.
We apply taxes in accordance to your country’s tax laws.
Live chat, Slack, and video support are available for Premium Support customers.
No, response times are dependent only on your support plan.
You can launch chat sessions from the DigitalOcean Support portal.
All customers can open support requests through the support portal. Additionally, Premium Support customers can initiate chats from the support portal and work with their Technical Account Manager via Slack.
Anywhere between 30 minutes to 24 hours, depending on your support plan.
Currently, only English.
All support plans offer 24 hour coverage, seven days a week.
You can purchase a support plan that provides faster response times and more resources.
Support chat is staffed 24 hours a day by our Support team; Slack support is staffed by your Technical Account Manager and is only available during regular business hours.
We provide product documentation, a support knowledge base, community tutorials, and forums.
Only the account with the problem and support plan can create a support request.
Free and paid support plans are available.

View all Support Plans FAQ 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

Follow the instruction in this article to install cPanel.
Click Lost your password? in the login page.
You can renew your certificate manually using Certbot.
You can install cPanel and WHM on AlmaLinux, Rocky, and Ubuntu 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

No; however, you can add another layer onto your Droplet with an attached Volume.
Adding a volume to your Droplet doesn’t increase its main disk size. You need to resize the Droplet to increase its main disk size.
Filesystem tools often don’t report the capacity reserved for metadata and the root user, and some report size in different units.
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.

VPC

Older Droplets that did not have VPC enabled prior to October 2020 cannot be added to a VPC network without changing its IP address.

View all VPC support articles.

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