Discord
- Questions about labs, images and node errors
- Internet access and native access
- Answers from members who may have hit the same thing
Public channels are visible to everyone, so never post a password there.
Contact and support
Ask on Discord or send an email. There's no phone line or ticket system.
How to reach us
- Payments and refunds
- Problems with your account
- Forgotten passwords
Write to cloudlabbox@ and include your username.
What to include
Send these with your message, so we can look into it without asking you first:
- Your CloudLabBox username
- What you were doing when it went wrong
- The lab name, and the node or image name (for example
vios-adventerprisek9-m.SPA.159-3.M6) - When it happened, in UTC
- The exact error text, or a screenshot of it
Never send your password, by email or on Discord.
Forgotten your password
There's no self-service password reset. Email cloudlabbox@gmail.com, or ask on Discord, with your username.
If you still know your password, change it on the Account page.
Payments and refunds
Every purchase goes through Stripe Checkout, in pounds sterling. Lab plans are paid once, unless you choose monthly renewal on a 1-month Fixed Term plan: it renews every 30 days at the price shown until you cancel. Cancel any time in Manage account; cancelling takes effect at the end of the 30 days you've paid for, the plan runs to that date, and you aren't charged again.
For a payment or refund question, email cloudlabbox@gmail.com with your username, the date you paid and the amount. After you buy or change a lab plan, a summary of the order is emailed to the address you gave at checkout.
Check the host key
The first time a one-time command from the right-click menu connects to console.cloudlabbox.com, ssh shows its host key fingerprint. It must match this one exactly:
ED25519 SHA256:oZRMdA3QV9RE3goHk2SIUd+BZuSqyvsGr76BG8k/z8g
If your client shows a different fingerprint, don't sign in. Tell us on Discord or by email.
Answers to common problems
If something seems down
There's no status page. If the website, the lab workspace or native access seems down, tell us on Discord or by email, with the time you noticed it in UTC.