Troubleshoot My Portal on CloudFerro Cloud

Use the checks below to investigate sign-in failures, missing resources, and billing discrepancies. Record the error message and the time of the failure for support.

Sign-in does not finish

  1. Open My Portal.

  2. Complete any verification or account-completion prompts.

  3. If you cannot continue, record the message and the step that failed.

A bookmark no longer works

Open My Portal from the link above and navigate to the required page. If the page opens, replace the old bookmark. Include the failing address in a support request if the problem persists.

A product says access is denied

  1. Confirm the organization, project, and region used for the task.

  2. Note the product and the action that was denied.

  3. Ask the administrator to check the roles assigned to your account.

  4. If access still fails, send support the exact message and affected resource.

A service or resource is missing

  1. Use Products to open the service, or Active Services to review its billed resources.

  2. Check the organization, project, and region associated with the resource.

  3. For a recently created resource, allow for the reporting delay described in the Active Services guide.

  4. If the resource is still missing, report its name or ID and region.

A product does not load or an operation fails

  1. Check whether Home and other products still open.

  2. Record the failed action, affected resource, and error message.

  3. Report whether the problem affects one product or several, together with the organization, region, and time.

Projects or billing data are unexpected

  1. Check the organization and, for a project, its region.

  2. Record the affected project, wallet, payment, or invoice identifier.

  3. Describe the information shown and what you expected.

  4. If the page fails to open, include its name and the error message.

Checkout shows the wrong wallet

Stop before submitting payment. Record the wallet selected in My Portal, the wallet shown at checkout, and the checkout address. Send these details to support.

A balance, payment, or invoice looks wrong

  1. Identify the affected wallet, payment, or invoice.

  2. Record the amount shown and the date or billing period.

  3. For a purchase, include its reference and transaction time. For missing usage data, include the product and resource.

  4. Send these details to support without passwords, session tokens, or payment-card details.

What to do next

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