diff --git a/links/transversal/personal-data-protection b/links/transversal/personal-data-protection new file mode 100644 index 00000000000..77af07db7c7 --- /dev/null +++ b/links/transversal/personal-data-protection @@ -0,0 +1,16 @@ +- [de-de](https://www.ovhcloud.com/de/personal-data-protection/) +- [en-asia](https://www.ovhcloud.com/en-ie/personal-data-protection/) +- [en-au](https://www.ovhcloud.com/en-ie/personal-data-protection/) +- [en-ca](https://www.ovhcloud.com/en-ie/personal-data-protection/) +- [en-gb](https://www.ovhcloud.com/en-gb/personal-data-protection/) +- [en-ie](https://www.ovhcloud.com/en-ie/personal-data-protection/) +- [en-in](https://www.ovhcloud.com/en-in/personal-data-protection/) +- [en-sg](https://www.ovhcloud.com/en-ie/personal-data-protection/) +- [en-us](https://www.ovhcloud.com/en-ie/personal-data-protection/) +- [es-es](https://www.ovhcloud.com/es-es/personal-data-protection/) +- [es-us](https://www.ovhcloud.com/es-es/personal-data-protection/) +- [fr-ca](https://www.ovhcloud.com/fr/personal-data-protection/) +- [fr-fr](https://www.ovhcloud.com/fr/personal-data-protection/) +- [it-it](https://www.ovhcloud.com/it/personal-data-protection/) +- [pl-pl](https://www.ovhcloud.com/pl/personal-data-protection/) +- [pt-pt](https://www.ovhcloud.com/pt/personal-data-protection/) \ No newline at end of file diff --git a/links/transversal/personal-data-protection-faq b/links/transversal/personal-data-protection-faq new file mode 100644 index 00000000000..d733fddf3f4 --- /dev/null +++ b/links/transversal/personal-data-protection-faq @@ -0,0 +1,16 @@ +- [de-de](https://www.ovhcloud.com/de/personal-data-protection/faq/) +- [en-asia](https://www.ovhcloud.com/en-ie/personal-data-protection/faq/) +- [en-au](https://www.ovhcloud.com/en-ie/personal-data-protection/faq/) +- [en-ca](https://www.ovhcloud.com/en-ie/personal-data-protection/faq/) +- [en-gb](https://www.ovhcloud.com/en-gb/personal-data-protection/faq/) +- [en-ie](https://www.ovhcloud.com/en-ie/personal-data-protection/faq/) +- [en-in](https://www.ovhcloud.com/en-in/personal-data-protection/faq/) +- [en-sg](https://www.ovhcloud.com/en-ie/personal-data-protection/faq/) +- [en-us](https://www.ovhcloud.com/en-ie/personal-data-protection/faq/) +- [es-es](https://www.ovhcloud.com/es-es/personal-data-protection/faq/) +- [es-us](https://www.ovhcloud.com/es-es/personal-data-protection/faq/) +- [fr-ca](https://www.ovhcloud.com/fr/personal-data-protection/faq/) +- [fr-fr](https://www.ovhcloud.com/fr/personal-data-protection/faq/) +- [it-it](https://www.ovhcloud.com/it/personal-data-protection/faq/) +- [pl-pl](https://www.ovhcloud.com/pl/personal-data-protection/faq/) +- [pt-pt](https://www.ovhcloud.com/pt/personal-data-protection/faq/) \ No newline at end of file diff --git a/links/transversal/procedure-contact-change b/links/transversal/procedure-contact-change new file mode 100644 index 00000000000..6b384ce562c --- /dev/null +++ b/links/transversal/procedure-contact-change @@ -0,0 +1,16 @@ +- [de-de](https://www.ovh.de/cgi-bin/de/procedure/procedureChangeContacts.cgi) +- [en-asia](https://www.ovh.ie/cgi-bin/ie/procedure/procedureChangeContacts.cgi) +- [en-au](https://www.ovh.ie/cgi-bin/ie/procedure/procedureChangeContacts.cgi) +- [en-ca](https://www.ovh.ie/cgi-bin/ie/procedure/procedureChangeContacts.cgi) +- [en-gb](https://www.ovh.co.uk/cgi-bin/en/procedure/procedureChangeContacts.cgi) +- [en-ie](https://www.ovh.ie/cgi-bin/ie/procedure/procedureChangeContacts.cgi) +- [en-in](https://www.ovh.ie/cgi-bin/ie/procedure/procedureChangeContacts.cgi) +- [en-sg](https://www.ovh.ie/cgi-bin/ie/procedure/procedureChangeContacts.cgi) +- [en-us](https://www.ovh.ie/cgi-bin/ie/procedure/procedureChangeContacts.cgi) +- [es-es](https://www.ovh.es/cgi-bin/es/procedure/procedureChangeContacts.cgi) +- [es-us](https://www.ovh.es/cgi-bin/es/procedure/procedureChangeContacts.cgi) +- [fr-ca](https://www.ovh.com/fr/cgi-bin/fr/procedure/procedureChangeContacts.cgi) +- [fr-fr](https://www.ovh.com/fr/cgi-bin/fr/procedure/procedureChangeContacts.cgi) +- [it-it](https://www.ovh.it/cgi-bin/it/procedure/procedureChangeContacts.cgi) +- [pl-pl](https://www.ovh.pl/cgi-bin/pl/procedure/procedureChangeContacts.cgi) +- [pt-pt](https://www.ovh.pl/cgi-bin/pt/procedure/procedureChangeContacts.cgi) \ No newline at end of file diff --git a/links/transversal/procedure-email-change b/links/transversal/procedure-email-change new file mode 100644 index 00000000000..e3445d7d400 --- /dev/null +++ b/links/transversal/procedure-email-change @@ -0,0 +1,16 @@ +- [de-de](https://www.ovh.de/cgi-bin/de/procedure/procedureChangeEmail.cgi) +- [en-asia](https://www.ovh.ie/cgi-bin/ie/procedure/procedureChangeEmail.cgi) +- [en-au](https://www.ovh.ie/cgi-bin/ie/procedure/procedureChangeEmail.cgi) +- [en-ca](https://www.ovh.ie/cgi-bin/ie/procedure/procedureChangeEmail.cgi) +- [en-gb](https://www.ovh.co.uk/cgi-bin/en/procedure/procedureChangeEmail.cgi) +- [en-ie](https://www.ovh.ie/cgi-bin/ie/procedure/procedureChangeEmail.cgi) +- [en-in](https://www.ovh.ie/cgi-bin/ie/procedure/procedureChangeEmail.cgi) +- [en-sg](https://www.ovh.ie/cgi-bin/ie/procedure/procedureChangeEmail.cgi) +- [en-us](https://www.ovh.ie/cgi-bin/ie/procedure/procedureChangeEmail.cgi) +- [es-es](https://www.ovh.es/cgi-bin/es/procedure/procedureChangeEmail.cgi) +- [es-us](https://www.ovh.es/cgi-bin/es/procedure/procedureChangeEmail.cgi) +- [fr-ca](https://www.ovh.com/fr/cgi-bin/fr/procedure/procedureChangeEmail.cgi) +- [fr-fr](https://www.ovh.com/fr/cgi-bin/fr/procedure/procedureChangeEmail.cgi) +- [it-it](https://www.ovh.it/cgi-bin/it/procedure/procedureChangeEmail.cgi) +- [pl-pl](https://www.ovh.pl/cgi-bin/pl/procedure/procedureChangeEmail.cgi) +- [pt-pt](https://www.ovh.pl/cgi-bin/pt/procedure/procedureChangeEmail.cgi) \ No newline at end of file diff --git a/pages/account_and_service_management/account_information/faq-account-management/guide.en-asia.md b/pages/account_and_service_management/account_information/faq-account-management/guide.en-asia.md index 2e43cdab3ac..1f15ef9c2ce 100644 --- a/pages/account_and_service_management/account_information/faq-account-management/guide.en-asia.md +++ b/pages/account_and_service_management/account_information/faq-account-management/guide.en-asia.md @@ -1,40 +1,131 @@ --- title: OVHcloud account management FAQ excerpt: Find the most frequently asked questions about managing your OVHcloud account -updated: 2025-04-28 +updated: 2025-09-12 --- + + ## Objective Here are the most frequently asked questions about managing your OVHcloud account. -### How do I create an OVHcloud account? +## FAQ + +### Creating an OVHcloud account, loggin in, and securing it -Creating an account is free and simple. Your account is designed to give you easy access to your information, and help you manage your services. Click [here](/pages/account_and_service_management/account_information/ovhcloud-account-creation) to create an account. +/// details | How do I create an OVHcloud account? + +Creating an account is free. Your account is designed to give you easy access to your information, and help you manage your services. Click [here](/pages/account_and_service_management/account_information/ovhcloud-account-creation) to learn how to create an account. > [!success] > Once you have created an account, remember to secure it by configuring two-factor authentication. You can find more information in our guide [Securing your OVHcloud account with two-factor authentication](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa). -#### Tips and tricks +> [!success] +> You can’t find your country? Change the website language by clicking on the flag of your choice in the top right-hand corner. -You can’t find your country? Change the website language by clicking on the flag of your choice in the top right-hand corner. +/// -### Where can I find my OVHcloud username? -Your username or customer ID — also called a NIC handle — is located in the top right-hand corner of your last invoice. It looks like this: “aa00000-ovh” (the first letters are normally the initials of the person who created the account). This username is also included in all emails sent by OVHcloud (account creation confirmation email, order confirmations, renewal emails, etc.). +/// details | How do I secure my account? -If you have not yet found your username, you can click on the “Forgotten your username or password?” link on the login page for your [OVHcloud account](/links/manager), and enter the email address associated with your account. +There are several ways you can secure your account, such as: -#### Tips and tricks +- the choice of a [complex password and its regular renewal](/pages/account_and_service_management/account_information/manage-ovh-password); +- adding a [two-factor authentication](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa); +- the configuration of a [restriction by IP](/pages/account_and_service_management/account_information/ovhcloud-control-panel-ip-restriction). -When you are logged into the OVHcloud Control Panel, you will find your username in the top right-hand corner, next to your name. +To access all these options, log in to your [OVHcloud Control Panel](/links/manager), click on your name in the top right-hand corner, then `My Account`{.action}. + +Click on the `Security`{.action} tab to view them. + +And for more info, watch the [video](https://www.youtube.com/watch?v=odO58c4gJfc&list=PL0DynEzr_sE5MnOfJOpVJN-EhfMDWoqGS&index=24). -### What do I do if I can't log in to my customer account? +/// + +/// details | How do I enable two-factor authentication/2FA on my OVHcloud account? + +You can enable one or more two-factor authentication methods to secure and control access to your Control Panel. You can find all the details in our guide “[Securing your OVHcloud account with two-factor authentication](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa)”. + +/// + +/// details | What do I do if I can't log in to my customer account? For various reasons — such as forgetting your password, losing access to your email address, or to your mobile phone for an SMS identification — you may not be able to log in to the OVHcloud Control Panel. If this happens to you, please follow [this guide](/products/account-and-service-management-account-information#login-failure), which is designed for resolving situations like this. -### How do I change my personal information? +/// + +/// details | How do I change my OVHcloud account password? + +Log in to your [OVHcloud Control Panel](/links/manager), click on your name in the top right-hand corner, then `My Account`{.action}. + +Click on the `Security`{.action} tab, then on the `Modify`{.action} button to the right of the **Password**. You can then change your current password. A security message will then appear, confirming that you are about to change your password. Once you have confirmed, you will receive an email (to the main email address entered in the account) containing the procedure to follow. + +You can find more information in our guide [Changing your account password](/pages/account_and_service_management/account_information/manage-ovh-password). + +> [!success] +> **Can't remember your password?** +> +> Go to the [login page for your Control Panel](/links/manager) and click `Forgot username or password?`{.action}. Enter your NIC handle or the primary email address associated with your OVHcloud account, then click `Submit`{.action}. An email is then sent to the account’s contact email address, to confirm the request. Please read the instructions carefully and click on the link in it. + +If you no longer have access to this address but have access to your alternate email address, create a [help ticket via the Help Center](https://help.ovhcloud.com/csm?id=csm_get_help) to replace your primary email address with the backup email address. + +If you do not have access to your email address, the OVHcloud Control Panel, or a backup email address, you will need to follow [this procedure](links/transversal/procedure-email-change). + +If you have forgotten your NIC handle, you can find it in the top right-hand corner of your last bill. It looks like this: "aa00000-ovh" (the first letters are usually the initials of the person who created the account). You will also find this ID in the email confirming that you have created your account, as well as in the emails of orders confirmation or renewal. + +/// + +/// details | Is there a limit to the number of times I can change the password for my OVHcloud account (via the “Forgot username or password?” option)? + +OVHcloud does not impose a limit on the number of password changes, you can change it as many times as you want. + +However, our system sends emails to your contact email address, and your email provider may block the email if you request many password changes within minutes. + +/// + +/// details | I have not enabled two-factor authentication on my account, but I am still being asked for a code. How do I disable this? + +Even if two-factor authentication is not enabled on your account, you may be asked to enter a verification code in order to confirm your identification. This is to protect your account and data and cannot be disabled. + +The security code will be sent to you by email **to the primary email address** you have entered into the account. + +If you cannot find this code, please check the spam email folder. + +> [!success] +> - Activating two-factor authentication on your account allows you to choose the device to use (phone, tablet, smartphone, U2F key) to receive an authentication code. More information is available in our guide [Securing your OVHcloud account with two-factor authentication](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa). +> - You can also set up additional security to restrict access to your OVHcloud account to one or more IP addresses. More information is available in our guide [Restrict IP access to your OVHcloud Control Panel](/pages/account_and_service_management/account_information/ovhcloud-control-panel-ip-restriction). + +/// + +/// details | How do I disable two-factor authentication/2FA on my OVHcloud account? + +If your device (mobile phone/smartphone/security key) used for two-factor authentication is lost, stolen or no longer works, you can: + +- use the active [backup codes](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa#codes) you saved; +- use another two-factor authentication device, if you have enabled several; +- [disable two-factor authentication](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa#deactivation). + +Check out the ["What do I do if I lose one of my devices, or if it stops working? "](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa#lost-device) or the ["Disabling two-factor authentication completely "](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa#deactivation) sections of our guide on two-factor authentication. + +/// + +### Managing your personal information + +/// details | How do I change my personal information? To view or change your personal details, click on your name in the top right-hand corner of your [OVHcloud Control Panel](/links/manager), then `Access my account`{.action}. @@ -44,159 +135,189 @@ In the `My profile` box, click on `Edit my profile`{.action}. > **Want to change the email address for your OVHcloud account?** > > A confirmation request will first be sent to the email address you currently have listed in the OVHcloud Control Panel. If you can no longer access this email address, you will need to wait 24 hours. After this period, the change will automatically be made. +> -### How do I add my telephone number correctly on my account? +/// -Your telephone number needs to be entered in its international format. +/// details | How do I access the contracts and general terms and conditions of service? -### Tips and tricks +You can view the contracts for your OVHcloud services directly in your [Control Panel](/links/manager). Once you have logged in, go to the `My account`{.action} menu, then click `View my contracts`{.action}. -For "07123456789", please enter "+44 7123456789". The "+44" is automatically added if you select United Kingdom as your country of residence. +You can also view the contracts on our website, via [this link](/links/terms-conditions-contracts). -### How do I change my OVHcloud password? +This page contains all necessary information about our contracts, including the terms and conditions of our services. -Go to the OVHcloud Control Panel login page, and click “Forgotten your username or password?”. Enter the username or primary email address linked to your OVHcloud account, then click “Send”. A confirmation email will be sent to the contact email address. Please read the instructions carefully, and click on the link in the email. +/// -#### Tips and tricks -If you can no longer access the contact email address, please follow this [procedure](https://www.ovh.com/asia/support/procedures/). -If you have forgotten your username, you can find it in the top right-hand corner of your last invoice. It is sometimes referred to as a NIC handle, and resembles the following: “aa00000-ovh”. (the first letters are normally the initials of the person who created the account). This username is also provided in the confirmation email when you create your account, as well as in emails confirming or renewing an order. +/// details | How does GDPR impact my personal data? -### As a customer in India, what would happen if I don't complete the Know Your Customer (KYC) procedure? +To find out more about the impact of the General Data Protection Regulation (GPDR) on your business activity or personal data, we suggest you read these resources: -If you don't fully complete the KYC procedure, you won't be able to order any OVHcloud product.
-As a reminder, you must provide us with the following information: +- [OVHcloud and personal data protection](/links/transversal/personal-data-protection); +- [GDPR – Your questions answered](/links/transversal/personal-data-protection-faq). -- A proof of identification among the following: - - Passport - - Driving license - - Proof of possession of Aadhaar number - - The voter's Identity Card issued by the Election Commission of India - - Job card issued by NREGA duly signed by an officer of the State Government - - Letter issued by the National Population Register containing details of name and address -- A business activity proof among the following: - - GST Certification - - [Permanent Account Number (PAN)](https://www.incometaxindia.gov.in/tutorials/1.permanent%20account%20number%20(pan).pdf) -- A proof of address for your company or structure +/// -### How do I change contacts? +/// details | Can I change my OVHcloud ID (NIC Handle) manually? I would like other letters or numbers. -You can delegate the administrative, technical and billing management of your services to other OVHcloud customer accounts from the OVHcloud Control Panel. To do this, log in to the [OVHcloud Control Panel](/links/manager), click on your name in the top right-hand corner, then `My contacts`{.action}. +The NIC handle cannot be changed, as it is linked to the information you provided when you created your OVHcloud account. The first two letters are usually the initials of the administrator's name, while subsequent digits are generated randomly. -The service delegation must be validated via email both by the service administrator and the new contact. +Please note that you can still [create a new OVHcloud account](/pages/account_and_service_management/account_information/ovhcloud-account-creation). However, you will then need to manually transfer all your services to the new account by following the [contact change process](/pages/account_and_service_management/account_information/managing_contacts). -Before you make any changes, please ensure that all contact email addresses are valid, otherwise the request will not be successful. +// -If you would like to retrieve a domain name that you are the registered owner of from the registry (you can check this information on [www.ovh.co.uk/cgi-bin/tools/check_whois.pl](https://www.ovh.co.uk/cgi-bin/tools/check_whois.pl)), but you do not have access to the administrator customer account, please follow this procedure: [www.ovh.co.uk/cgi-bin/procedure/procedureChangeContacts.cgi](https://www.ovh.co.uk/cgi-bin/procedure/procedureChangeContacts.cgi) +/// details | Can I change the subsidiary of my OVHcloud account? -#### Tips and tricks +If you have created an OVHcloud account in the wrong subsidiary, you can create a new account in the right subsidiary with the same personal information. -A full contact management guide is available here: [/pages/account_and_service_management/account_information/managing_contacts#access-contact-management](/pages/account_and_service_management/account_information/managing_contacts#access-contact-management) +However, you must associate a different contact email address, as it is not possible to have two different OVHcloud accounts with the same contact email address. -### How do I set and change a billing contact? +You can find more information on creating an OVHcloud account in our guide on [Creating an OVHcloud account](/pages/account_and_service_management/account_information/ovhcloud-account-creation). -Log in to the [OVHcloud Control Panel](/links/manager), click on your name in the top right-hand corner, then `My contacts`{.action}. +Once you have created your new OVHcloud account in the right subsidiary, you can follow the instructions in [this guide](/pages/account_and_service_management/account_information/managing_contacts) to move your services from one account to another. -> [!success] -> For further information about contact management, please read this detailed guide: [Managing contacts for your services](/pages/account_and_service_management/account_information/managing_contacts). +If you have an OVHcloud account in our Canadian infrastructure (i.e. in a country outside of Europe), you will not be able to move services between accounts. In this case, you will need to order new services in the new account, and migrate your content manually, if required. -### How do I secure my account? +For more information, please contact our support team by creating a [support ticket via the OVHcloud Help Center](https://help.ovhcloud.com/csm?id=csm_get_help). -You can choose from several solutions to secure your account, such as: +/// -- choosing a complex password -- regular renewal of this password -- two-factor authentication +/// details | How do I delete my OVHcloud account? -For two-factor authentication by sending a code via SMS or through IP restriction (authorisation or refusal of access to certain addresses), you can add security rules from your Control Panel. To access to these options, log in to the [OVHcloud Control Panel](/links/manager), click on your name in the top right-hand corner, then `Access my account`{.action}. Click on `Security`{.action} to display them. +Closing your OVHcloud customer account and deleting your personal data is only possible if: -And for more info, watch the [video](https://www.youtube.com/watch?v=odO58c4gJfc&list=PL0DynEzr_sE5MnOfJOpVJN-EhfMDWoqGS&index=24). +1. You no longer have any services listed in the [My services](https://www.ca.ovh.com/manager/dedicated/#/billing/autoRenew) section. Otherwise, you will need to request their termination and wait for their deletion. +2. You do not have any invoices awaiting payment. Otherwise, you will need to pay for them by clicking the `Pay immediately`{.action} button in the bulk actions section of the [My bills](https://www.ca.ovh.com/manager/#/dedicated/billing/history) page. +3. You have no pending orders. Check it on [this page](https://www.ca.ovh.com/manager/#/dedicated/billing/orders/orders). +4. Your prepaid account has no credit balance. Check it on [this page](https://www.ca.ovh.com/manager/#/dedicated/billing/payment/ovhaccount). -### How do I enable two-factor authentication/2FA on my OVHcloud account? +If the above conditions are met, you can request to delete your OVHcloud account and the related data by following these steps: -After you have created your OVHcloud customer account, we recommend securing your personal data by enabling two-factor authentication. To do this, log in to the [OVHcloud Control Panel](/links/manager), click on your name in the top right-hand corner, then `Access my account`{.action}. +1. Log in to the [OVHcloud Help Centre](https://help.ovhcloud.com/csm?id=csm_get_help). +2. Click the `Create ticket`{.action} button. +3. Select the reason `Manage your OVHcloud customer account`{.action}. +4. Specify `I want to close my OVHcloud account`{.action} and follow the steps described. -Next, click `Security`{.action}. To enable 2FA, you can use several authentication options: +/// -- By SMS, via a security code -- From a mobile application compatible with Android, iPhone and Windows mobile -- Using a U2F-compatible security key +### Managing your notifications and logs -For further information, please refer to our [guide](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa). +/// details | Can I receive all OVHcloud notifications on several email addresses? -### How do I disable two-factor authentication/2FA on my OVHcloud account? +Unfortunately, it is not possible to send communication emails to multiple addresses. -If you would like to disable the two-factor authentication method you have set up, please log in to the [OVHcloud Control Panel](/links/manager), click on your name in the top right-hand corner, then `Access my account`{.action}. +However, in your [OVHcloud Control Panel](/links/manager), you can configure a backup email address, which will not be used to send all of our communications (renewals, service deletions, etc.). -Next, click `Security`{.action}. +This backup email address is useful if you lose access to your primary email address, as this would prevent you from logging in to the OVHcloud Control Panel. -You can then disable the various security devices one by one.  -However, if you no longer have access to the OVHcloud Control Panel because you have lost your two-factor authentication device, please contact OVHcloud support so that an advisor can manually disable the device. They will request supporting documents from you in order to proceed with this. +// -### What do I do if my OVHcloud account has been hacked? +/// details | I have received a notification from you in another language. How do I fix this? -If your OVHcloud account has been fraudulently used (identity, payment method, etc.), we strongly recommend filing a complaint as soon as possible with your local police force. +You can change the language of our automated emails by following these steps: -Once you have filed it, you will need to send us a copy of the documentation. We can then start our internal processes. +1. Log in to your [OVHcloud Control Panel](/links/manager). +1. Then go to [OVHcloud Help Centre](https://help.ovhcloud.com/csm?id=csm_get_help). +1. Click `Log in to Help Centre`{.action} and confirm your login. +1. Click on the flag in the top right of the Help Center and select the country/region corresponding to the language you want. +1. Click `Log out of Help Centre`{.action}. -Your NIC handle (Customer ID) will then be blocked. Services that were fraudulently ordered will be deleted and automatically refunded. +Afterwards, the next automatic email notifications will be sent in the language you want. -Finally, in order to regain control of your customer account, we may ask you to change your email address and/or password via this link: [www.ovh.co.uk/cgi-bin/en/procedure/procedureChangeEmail.cgi](https://www.ovh.co.uk/cgi-bin/en/procedure/procedureChangeEmail.cgi) +/// -### I have received an email that appears to be a phishing scam impersonating OVHcloud, how do I report it for verification? +/// details | Can I see all the actions taken from the Control Panel? Are there any logs? -To identify and report a phishing email or SMS, please refer to our [dedicated guide](/pages/account_and_service_management/account_information/phishing_care) +Yes, you can access the logs of the actions carried out on your account. -### How do I report abusive behaviour or illegal content from services hosted by OVHcloud that I am a victim of? +To do this, you will need to log in to the [OVHcloud API](/links/api) using the guide [First Steps with the OVHcloud APIs](/pages/manage_and_operate/api/first-steps). Once you have logged in, you can use the following API call to retrieve the log ID: -You can report any abusive behaviour or illegal content on the dedicated OVHcloud platform [www.ovh.com/abuse/](https://www.ovh.com/abuse/). Select the category concerned, then enter the fields requested. +> [!api] +> +> @api {v1} /me GET /me/api/logs/self +> -Only logs and technical elements can be sent to the owner of the service concerned. Please do not include any personal data in these fields. +You will then get a list of log IDs. Next, you can use the following API call to retrieve the details of a specific log: -### After abuse has been reported, what happens to my report? +> [!api] +> +> @api {v1} /me GET /me/api/logs/self/{logId} +> -Your report will be processed as soon as possible by OVHcloud’s legal team. Your complaint will be analysed, and we will provide you with further details. If any of our customers’ abusive behaviour is proven, we will inform you and take the necessary measures with the people concerned to put an end to it as soon as possible. +Replace `{logId}` with the actual log ID of the log you want to view. This will allow you to access the log and view the actions carried out from the Control Panel. -### OVHcloud has sent me an email flagging potential abuse from my services, what should I do? +/// -If abusive behaviour has been reported to us or detected by our teams, you will receive an email from an email address with the following format: ticket+"ticket-number"@abuse.ovh.net. +### Delegating access to your services -In view of the additional information provided to you in this email, we will ask you to conduct an investigation in order to stop the abusive behaviour and/or remove any illegal content. +/// details | How do I change contacts? -To ensure that your services are not being controlled by a third party (e.g. following a hacking incident), we recommend checking that your services are secure: +You can delegate the administrative, technical and billing management of your services to other OVHcloud customer accounts from the OVHcloud Control Panel. To do this, log in to the [OVHcloud Control Panel](/links/manager), click on your name in the top right-hand corner, then `My contacts`{.action}. -- [Secure your OVHcloud account and manage your personal information](/pages/account_and_service_management/account_information/all_about_username) -- [Change your account password](/pages/account_and_service_management/account_information/manage-ovh-password) -- [Secure your OVHcloud account with two-factor authentication](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa) -- [How to secure your website](/pages/web_cloud/web_hosting/secure_your_website) -- [Secure a VPS](/pages/bare_metal_cloud/virtual_private_servers/secure_your_vps) -- [Secure a dedicated server](/pages/bare_metal_cloud/dedicated_servers/securing-a-dedicated-server) +The service delegation must be validated via email both by the service administrator and the new contact. + +Before you make any changes, please ensure that all contact email addresses are valid, otherwise the request will not be successful. -### If abuse is detected on one of my OVHcloud services, how can I avoid a suspension? +If you would like to retrieve a domain name that you are the registered owner of from the registry (you can check this information using our own [whois tool](/links/web/domains-whois)), but you do not have access to the administrator customer account, please follow [this procedure](/links/transversal/procedure-contact-change) -Once you have carried out the required actions yourself, you will need to reply directly to the email sent to you by our Abuse team, specifying the measures you have taken. -A member of our team will reply as soon as possible. +> [!success] +> A full contact management guide is available here: [/pages/account_and_service_management/account_information/managing_contacts#access-contact-management](/pages/account_and_service_management/account_information/managing_contacts#access-contact-management) -### I replied to the OVHcloud Abuse team, but my service is still blocked. What should I do? +/// -From the OVHcloud Control Panel, you can open a support ticket to [OVHcloud Help Center](https://help.ovhcloud.com/csm?id=csm_get_help) for further information on how to process your Abuse ticket. To make your request easier to process, please ensure that you include the reference to this Abuse ticket in your support request. +/// details | How do I set and change a billing contact? -### How do I delete my OVHcloud account? +Log in to the [OVHcloud Control Panel](/links/manager), click on your name in the top right-hand corner, then `My contacts`{.action}. -Closing your OVHcloud customer account and deleting your personal data is only possible if: +> [!success] +> For further information about contact management, please read this detailed guide: [Managing contacts for your services](/pages/account_and_service_management/account_information/managing_contacts). -1. You no longer have any services listed in the “[My services](https://www.ovh.com/manager/dedicated/#/billing/autoRenew)” section. Otherwise, you will need to request their termination and wait for their deletion. -2. You do not have any invoices awaiting payment. Otherwise, you will need to pay for them by clicking the `Pay immediately`{.action} button in the bulk actions section of the “[My bills](https://www.ovh.com/manager/#/dedicated/billing/history)” page. -3. You have no pending orders. Check it on [this page](https://www.ovh.com/manager/#/dedicated/billing/orders/orders). -4. Your prepaid account has no credit balance. Check it on [this page](https://www.ovh.com/manager/#/dedicated/billing/payment/ovhaccount). +/// -If the above conditions are met, you can request to delete your OVHcloud account and the related data by following these steps: +/// details | I want to move all my services to another OVHcloud account, how can I do it all at once? -1. Log in to the [OVHcloud Help Center](https://help.ovhcloud.com/csm?id=csm_get_help). -2. Click the `Create ticket`{.action} button. -3. Select the reason `Manage your OVHcloud customer account`{.action}. -4. Specify `I want to close my OVHcloud account`{.action} and follow the steps described. +To transfer all your services to another OVHcloud account, we recommend that you [contact our technical support directly](https://help.ovhcloud.com/csm?id=csm_get_help). Our teams will be able to guide you through the process and assist you in the mass transfer of your services to the new account. + +/// + +### Reporting abusive/illegal activity or hacking + +/// details | What do I do if my OVHcloud account has been hacked? + +If your OVHcloud account has been fraudulently used (identity, payment method, etc.), we strongly recommend filing a complaint as soon as possible with your local police force. + +Once you have filed it, you will need to send us a copy of the documentation. We can then start our internal processes. + +Contact OVHcloud support by phone: + +- OVHcloud Asia customer service: +65 6962 8978 +- OVHcloud India customer service: 000 800 040 4567 + +Your NIC handle (Customer ID) will then be blocked. Services that were fraudulently ordered will be deleted and automatically refunded. + +Finally, in order to regain control of your customer account, we may ask you to change your email address and/or password via [this link](/links/transversal/procedure-email-change). + +/// + +/// details | I have received an email that appears to be a phishing scam impersonating OVHcloud, how do I report it for verification? + +To identify and report a phishing email or SMS, please refer to our [dedicated guide](/pages/account_and_service_management/account_information/phishing_care) + +/// + +/// details | How do I report abusive behaviour or illegal content from services hosted by OVHcloud that I am a victim of? + +Find answers to questions on reporting abusive behavior or illegal content in our [FAQ on OVHcloud support](/pages/account_and_service_management/account_information/faq-support). + +/// + +/// details | OVHcloud has sent me an email flagging potential abuse from my services, what should I do? + +Find answers to questions on reporting abusive behavior or illegal content in our [FAQ on OVHcloud support](/pages/account_and_service_management/account_information/faq-support). + +/// ## Go further - -Join our [community of users](/links/community). \ No newline at end of file + +Join our [community of users](/links/community). diff --git a/pages/account_and_service_management/account_information/faq-account-management/guide.en-au.md b/pages/account_and_service_management/account_information/faq-account-management/guide.en-au.md index 9b547a62d72..0169e73cac6 100644 --- a/pages/account_and_service_management/account_information/faq-account-management/guide.en-au.md +++ b/pages/account_and_service_management/account_information/faq-account-management/guide.en-au.md @@ -1,40 +1,130 @@ --- title: OVHcloud account management FAQ excerpt: Find the most frequently asked questions about managing your OVHcloud account -updated: 2025-04-28 +updated: 2025-09-12 --- + + ## Objective Here are the most frequently asked questions about managing your OVHcloud account. -### How do I create an OVHcloud account? +## FAQ + +### Creating an OVHcloud account, loggin in, and securing it -Creating an account is free and simple. Your account is designed to give you easy access to your information, and help you manage your services. Click [here](/pages/account_and_service_management/account_information/ovhcloud-account-creation) to create an account. +/// details | How do I create an OVHcloud account? + +Creating an account is free. Your account is designed to give you easy access to your information, and help you manage your services. Click [here](/pages/account_and_service_management/account_information/ovhcloud-account-creation) to learn how to create an account. > [!success] > Once you have created an account, remember to secure it by configuring two-factor authentication. You can find more information in our guide [Securing your OVHcloud account with two-factor authentication](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa). -#### Tips and tricks +> [!success] +> You can’t find your country? Change the website language by clicking on the flag of your choice in the top right-hand corner. -You can’t find your country? Change the website language by clicking on the flag of your choice in the top right-hand corner. +/// -### Where can I find my OVHcloud username? +/// details | How do I secure my account? -Your username or customer ID — also called a NIC handle — is located in the top right-hand corner of your last invoice. It looks like this: “aa00000-ovh” (the first letters are normally the initials of the person who created the account). This username is also included in all emails sent by OVHcloud (account creation confirmation email, order confirmations, renewal emails, etc.). +There are several ways you can secure your account, such as: -If you have not yet found your username, you can click on the “Forgotten your username or password?” link on the login page for your [OVHcloud account](/links/manager), and enter the email address associated with your account. +- the choice of a [complex password and its regular renewal](/pages/account_and_service_management/account_information/manage-ovh-password); +- adding a [two-factor authentication](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa); +- the configuration of a [restriction by IP](/pages/account_and_service_management/account_information/ovhcloud-control-panel-ip-restriction). -#### Tips and tricks +To access all these options, log in to your [OVHcloud Control Panel](/links/manager), click on your name in the top right-hand corner, then `My Account`{.action}. + +Click on the `Security`{.action} tab to view them. + +And for more info, watch the [video](https://www.youtube.com/watch?v=odO58c4gJfc&list=PL0DynEzr_sE5MnOfJOpVJN-EhfMDWoqGS&index=24). -When you are logged into the OVHcloud Control Panel, you will find your username in the top right-hand corner, next to your name. +/// -### What do I do if I can't log in to my customer account? +/// details | How do I enable two-factor authentication/2FA on my OVHcloud account? + +You can enable one or more two-factor authentication methods to secure and control access to your Control Panel. You can find all the details in our guide “[Securing your OVHcloud account with two-factor authentication](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa)”. + +/// + +/// details | What do I do if I can't log in to my customer account? For various reasons — such as forgetting your password, losing access to your email address, or to your mobile phone for an SMS identification — you may not be able to log in to the OVHcloud Control Panel. If this happens to you, please follow [this guide](/products/account-and-service-management-account-information#login-failure), which is designed for resolving situations like this. -### How do I change my personal information? +/// + +/// details | How do I change my OVHcloud account password? + +Log in to your [OVHcloud Control Panel](/links/manager), click on your name in the top right-hand corner, then `My Account`{.action}. + +Click on the `Security`{.action} tab, then on the `Modify`{.action} button to the right of the **Password**. You can then change your current password. A security message will then appear, confirming that you are about to change your password. Once you have confirmed, you will receive an email (to the main email address entered in the account) containing the procedure to follow. + +You can find more information in our guide [Changing your account password](/pages/account_and_service_management/account_information/manage-ovh-password). + +> [!success] +> **Can't remember your password?** +> +> Go to the [login page for your Control Panel](/links/manager) and click `Forgot username or password?`{.action}. Enter your NIC handle or the primary email address associated with your OVHcloud account, then click `Submit`{.action}. An email is then sent to the account’s contact email address, to confirm the request. Please read the instructions carefully and click on the link in it. + +If you no longer have access to this address but have access to your alternate email address, create a [help ticket via the Help Center](https://help.ovhcloud.com/csm?id=csm_get_help) to replace your primary email address with the backup email address. + +If you do not have access to your email address, the OVHcloud Control Panel, or a backup email address, you will need to follow [this procedure](links/transversal/procedure-email-change). + +If you have forgotten your NIC handle, you can find it in the top right-hand corner of your last bill. It looks like this: "aa00000-ovh" (the first letters are usually the initials of the person who created the account). You will also find this ID in the email confirming that you have created your account, as well as in the emails of orders confirmation or renewal. + +/// + +/// details | Is there a limit to the number of times I can change the password for my OVHcloud account (via the “Forgot username or password?” option)? + +OVHcloud does not impose a limit on the number of password changes, you can change it as many times as you want. + +However, our system sends emails to your contact email address, and your email provider may block the email if you request many password changes within minutes. + +/// + +/// details | I have not enabled two-factor authentication on my account, but I am still being asked for a code. How do I disable this? + +Even if two-factor authentication is not enabled on your account, you may be asked to enter a verification code in order to confirm your identification. This is to protect your account and data and cannot be disabled. + +The security code will be sent to you by email **to the primary email address** you have entered into the account. + +If you cannot find this code, please check the spam email folder. + +> [!success] +> - Activating two-factor authentication on your account allows you to choose the device to use (phone, tablet, smartphone, U2F key) to receive an authentication code. More information is available in our guide [Securing your OVHcloud account with two-factor authentication](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa). +> - You can also set up additional security to restrict access to your OVHcloud account to one or more IP addresses. More information is available in our guide [Restrict IP access to your OVHcloud Control Panel](/pages/account_and_service_management/account_information/ovhcloud-control-panel-ip-restriction). + +/// + +/// details | How do I disable two-factor authentication/2FA on my OVHcloud account? + +If your device (mobile phone/smartphone/security key) used for two-factor authentication is lost, stolen or no longer works, you can: + +- use the active [backup codes](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa#codes) you saved; +- use another two-factor authentication device, if you have enabled several; +- [disable two-factor authentication](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa#deactivation). + +Check out the ["What do I do if I lose one of my devices, or if it stops working? "](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa#lost-device) or the ["Disabling two-factor authentication completely "](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa#deactivation) sections of our guide on two-factor authentication. + +/// + +### Managing your personal information + +/// details | How do I change my personal information? To view or change your personal details, click on your name in the top right-hand corner of your [OVHcloud Control Panel](/links/manager), then `Access my account`{.action}. @@ -44,138 +134,188 @@ In the `My profile` box, click on `Edit my profile`{.action}. > **Want to change the email address for your OVHcloud account?** > > A confirmation request will first be sent to the email address you currently have listed in the OVHcloud Control Panel. If you can no longer access this email address, you will need to wait 24 hours. After this period, the change will automatically be made. +> -### How do I add my telephone number correctly on my account? +/// -Your telephone number needs to be entered in its international format. +/// details | How do I access the contracts and general terms and conditions of service? -### Tips and tricks +You can view the contracts for your OVHcloud services directly in your [Control Panel](/links/manager). Once you have logged in, go to the `My account`{.action} menu, then click `View my contracts`{.action}. -For "07123456789", please enter "+44 7123456789". The "+44" is automatically added if you select United Kingdom as your country of residence. +You can also view the contracts on our website, via [this link](/links/terms-conditions-contracts). -#### Tips and tricks +This page contains all necessary information about our contracts, including the terms and conditions of our services. -If you can no longer access the contact email address, please follow this [procedure](https://www.ovh.com.au/support/procedures/). -If you have forgotten your username, you can find it in the top right-hand corner of your last invoice. It is sometimes referred to as a NIC handle, and resembles the following: “aa00000-ovh”. (the first letters are normally the initials of the person who created the account). This username is also provided in the confirmation email when you create your account, as well as in emails confirming or renewing an order. +/// -### How do I change contacts? -You can delegate the administrative, technical and billing management of your services to other OVHcloud customer accounts from the OVHcloud Control Panel. To do this, log in to the [OVHcloud Control Panel](/links/manager), click on your name in the top right-hand corner, then `My contacts`{.action}. +/// details | How does GDPR impact my personal data? -The service delegation must be validated via email both by the service administrator and the new contact. +To find out more about the impact of the General Data Protection Regulation (GPDR) on your business activity or personal data, we suggest you read these resources: -Before you make any changes, please ensure that all contact email addresses are valid, otherwise the request will not be successful. +- [OVHcloud and personal data protection](/links/transversal/personal-data-protection); +- [GDPR – Your questions answered](/links/transversal/personal-data-protection-faq). -If you would like to retrieve a domain name that you are the registered owner of from the registry (you can check this information on [www.ovh.co.uk/cgi-bin/tools/check_whois.pl](https://www.ovh.co.uk/cgi-bin/tools/check_whois.pl)), but you do not have access to the administrator customer account, please follow this procedure: [www.ovh.co.uk/cgi-bin/procedure/procedureChangeContacts.cgi](https://www.ovh.co.uk/cgi-bin/procedure/procedureChangeContacts.cgi) +/// -#### Tips and tricks +/// details | Can I change my OVHcloud ID (NIC Handle) manually? I would like other letters or numbers. -A full contact management guide is available here: [/pages/account_and_service_management/account_information/managing_contacts#access-contact-management](/pages/account_and_service_management/account_information/managing_contacts#access-contact-management) +The NIC handle cannot be changed, as it is linked to the information you provided when you created your OVHcloud account. The first two letters are usually the initials of the administrator's name, while subsequent digits are generated randomly. -### How do I set and change a billing contact? +Please note that you can still [create a new OVHcloud account](/pages/account_and_service_management/account_information/ovhcloud-account-creation). However, you will then need to manually transfer all your services to the new account by following the [contact change process](/pages/account_and_service_management/account_information/managing_contacts). -Log in to the [OVHcloud Control Panel](/links/manager), click on your name in the top right-hand corner, then `My contacts`{.action}. +// -> [!success] -> For further information about contact management, please read this detailed guide: [Managing contacts for your services](/pages/account_and_service_management/account_information/managing_contacts). +/// details | Can I change the subsidiary of my OVHcloud account? -### How do I secure my account? +If you have created an OVHcloud account in the wrong subsidiary, you can create a new account in the right subsidiary with the same personal information. -You can choose from several solutions to secure your account, such as: +However, you must associate a different contact email address, as it is not possible to have two different OVHcloud accounts with the same contact email address. -- choosing a complex password -- regular renewal of this password -- two-factor authentication +You can find more information on creating an OVHcloud account in our guide on [Creating an OVHcloud account](/pages/account_and_service_management/account_information/ovhcloud-account-creation). -For two-factor authentication by sending a code via SMS or through IP restriction (authorisation or refusal of access to certain addresses), you can add security rules from your Control Panel. To access to these options, log in to the [OVHcloud Control Panel](/links/manager), click on your name in the top right-hand corner, then `Access my account`{.action}. Click on `Security`{.action} to display them. +Once you have created your new OVHcloud account in the right subsidiary, you can follow the instructions in [this guide](/pages/account_and_service_management/account_information/managing_contacts) to move your services from one account to another. -And for more info, watch the [video](https://www.youtube.com/watch?v=odO58c4gJfc&list=PL0DynEzr_sE5MnOfJOpVJN-EhfMDWoqGS&index=24). +If you have an OVHcloud account in our Canadian infrastructure (i.e. in a country outside of Europe), you will not be able to move services between accounts. In this case, you will need to order new services in the new account, and migrate your content manually, if required. + +For more information, please contact our support team by creating a [support ticket via the OVHcloud Help Center](https://help.ovhcloud.com/csm?id=csm_get_help). + +/// + +/// details | How do I delete my OVHcloud account? + +Closing your OVHcloud customer account and deleting your personal data is only possible if: -### How do I enable two-factor authentication/2FA on my OVHcloud account? +1. You no longer have any services listed in the [My services](https://www.ca.ovh.com/manager/dedicated/#/billing/autoRenew) section. Otherwise, you will need to request their termination and wait for their deletion. +2. You do not have any invoices awaiting payment. Otherwise, you will need to pay for them by clicking the `Pay immediately`{.action} button in the bulk actions section of the [My bills](https://www.ca.ovh.com/manager/#/dedicated/billing/history) page. +3. You have no pending orders. Check it on [this page](https://www.ca.ovh.com/manager/#/dedicated/billing/orders/orders). +4. Your prepaid account has no credit balance. Check it on [this page](https://www.ca.ovh.com/manager/#/dedicated/billing/payment/ovhaccount). -After you have created your OVHcloud customer account, we recommend securing your personal data by enabling two-factor authentication. To do this, log in to the [OVHcloud Control Panel](/links/manager), click on your name in the top right-hand corner, then `Access my account`{.action}. +If the above conditions are met, you can request to delete your OVHcloud account and the related data by following these steps: -Next, click `Security`{.action}. To enable 2FA, you can use several authentication options: +1. Log in to the [OVHcloud Help Centre](https://help.ovhcloud.com/csm?id=csm_get_help). +2. Click the `Create ticket`{.action} button. +3. Select the reason `Manage your OVHcloud customer account`{.action}. +4. Specify `I want to close my OVHcloud account`{.action} and follow the steps described. -- By SMS, via a security code -- From a mobile application compatible with Android, iPhone and Windows mobile -- Using a U2F-compatible security key +/// -For further information, please refer to our [guide](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa). +### Managing your notifications and logs -### How do I disable two-factor authentication/2FA on my OVHcloud account? +/// details | Can I receive all OVHcloud notifications on several email addresses? -If you would like to disable the two-factor authentication method you have set up, please log in to the [OVHcloud Control Panel](/links/manager), click on your name in the top right-hand corner, then `Access my account`{.action}. +Unfortunately, it is not possible to send communication emails to multiple addresses. -Next, click `Security`{.action}. +However, in your [OVHcloud Control Panel](/links/manager), you can configure a backup email address, which will not be used to send all of our communications (renewals, service deletions, etc.). -You can then disable the various security devices one by one.  -However, if you no longer have access to the OVHcloud Control Panel because you have lost your two-factor authentication device, please contact OVHcloud support so that an advisor can manually disable the device. They will request supporting documents from you in order to proceed with this. +This backup email address is useful if you lose access to your primary email address, as this would prevent you from logging in to the OVHcloud Control Panel. -### What do I do if my OVHcloud account has been hacked? +// -If your OVHcloud account has been fraudulently used (identity, payment method, etc.), we strongly recommend filing a complaint as soon as possible with your local police force. +/// details | I have received a notification from you in another language. How do I fix this? -Once you have filed it, you will need to send us a copy of the documentation. We can then start our internal processes. +You can change the language of our automated emails by following these steps: -Your NIC handle (Customer ID) will then be blocked. Services that were fraudulently ordered will be deleted and automatically refunded. +1. Log in to your [OVHcloud Control Panel](/links/manager). +1. Then go to [OVHcloud Help Centre](https://help.ovhcloud.com/csm?id=csm_get_help). +1. Click `Log in to Help Centre`{.action} and confirm your login. +1. Click on the flag in the top right of the Help Center and select the country/region corresponding to the language you want. +1. Click `Log out of Help Centre`{.action}. -Finally, in order to regain control of your customer account, we may ask you to change your email address and/or password via this link: [www.ovh.co.uk/cgi-bin/en/procedure/procedureChangeEmail.cgi](https://www.ovh.co.uk/cgi-bin/en/procedure/procedureChangeEmail.cgi) +Afterwards, the next automatic email notifications will be sent in the language you want. -### I have received an email that appears to be a phishing scam impersonating OVHcloud, how do I report it for verification? +/// -To identify and report a phishing email or SMS, please refer to our [dedicated guide](/pages/account_and_service_management/account_information/phishing_care) +/// details | Can I see all the actions taken from the Control Panel? Are there any logs? + +Yes, you can access the logs of the actions carried out on your account. -### How do I report abusive behaviour or illegal content from services hosted by OVHcloud that I am a victim of? +To do this, you will need to log in to the [OVHcloud API](/links/api) using the guide [First Steps with the OVHcloud APIs](/pages/manage_and_operate/api/first-steps). Once you have logged in, you can use the following API call to retrieve the log ID: -You can report any abusive behaviour or illegal content on the dedicated OVHcloud platform [www.ovh.com/abuse/](https://www.ovh.com/abuse/). Select the category concerned, then enter the fields requested. +> [!api] +> +> @api {v1} /me GET /me/api/logs/self +> -Only logs and technical elements can be sent to the owner of the service concerned. Please do not include any personal data in these fields. +You will then get a list of log IDs. Next, you can use the following API call to retrieve the details of a specific log: -### After abuse has been reported, what happens to my report? +> [!api] +> +> @api {v1} /me GET /me/api/logs/self/{logId} +> -Your report will be processed as soon as possible by OVHcloud’s legal team. Your complaint will be analysed, and we will provide you with further details. If any of our customers’ abusive behaviour is proven, we will inform you and take the necessary measures with the people concerned to put an end to it as soon as possible. +Replace `{logId}` with the actual log ID of the log you want to view. This will allow you to access the log and view the actions carried out from the Control Panel. -### OVHcloud has sent me an email flagging potential abuse from my services, what should I do? +/// -If abusive behaviour has been reported to us or detected by our teams, you will receive an email from an email address with the following format: ticket+"ticket-number"@abuse.ovh.net. +### Delegating access to your services -In view of the additional information provided to you in this email, we will ask you to conduct an investigation in order to stop the abusive behaviour and/or remove any illegal content. +/// details | How do I change contacts? -To ensure that your services are not being controlled by a third party (e.g. following a hacking incident), we recommend checking that your services are secure: +You can delegate the administrative, technical and billing management of your services to other OVHcloud customer accounts from the OVHcloud Control Panel. To do this, log in to the [OVHcloud Control Panel](/links/manager), click on your name in the top right-hand corner, then `My contacts`{.action}. -- [Secure your OVHcloud account and manage your personal information](/pages/account_and_service_management/account_information/all_about_username) -- [Change your account password](/pages/account_and_service_management/account_information/manage-ovh-password) -- [Secure your OVHcloud account with two-factor authentication](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa) -- [How to secure your website](/pages/web_cloud/web_hosting/secure_your_website) -- [Secure a VPS](/pages/bare_metal_cloud/virtual_private_servers/secure_your_vps) -- [Secure a dedicated server](/pages/bare_metal_cloud/dedicated_servers/securing-a-dedicated-server) +The service delegation must be validated via email both by the service administrator and the new contact. -### If abuse is detected on one of my OVHcloud services, how can I avoid a suspension? +Before you make any changes, please ensure that all contact email addresses are valid, otherwise the request will not be successful. -Once you have carried out the required actions yourself, you will need to reply directly to the email sent to you by our Abuse team, specifying the measures you have taken. -A member of our team will reply as soon as possible. +If you would like to retrieve a domain name that you are the registered owner of from the registry (you can check this information using our own [whois tool](/links/web/domains-whois)), but you do not have access to the administrator customer account, please follow [this procedure](/links/transversal/procedure-contact-change) -### I replied to the OVHcloud Abuse team, but my service is still blocked. What should I do? +> [!success] +> A full contact management guide is available here: [/pages/account_and_service_management/account_information/managing_contacts#access-contact-management](/pages/account_and_service_management/account_information/managing_contacts#access-contact-management) -From the OVHcloud Control Panel, you can open a support ticket to [OVHcloud Help Center](https://help.ovhcloud.com/csm?id=csm_get_help) for further information on how to process your Abuse ticket. To make your request easier to process, please ensure that you include the reference to this Abuse ticket in your support request. +/// -### How do I delete my OVHcloud account? +/// details | How do I set and change a billing contact? -Closing your OVHcloud customer account and deleting your personal data is only possible if: +Log in to the [OVHcloud Control Panel](/links/manager), click on your name in the top right-hand corner, then `My contacts`{.action}. -1. You no longer have any services listed in the “[My services](https://www.ovh.com/manager/dedicated/#/billing/autoRenew)” section. Otherwise, you will need to request their termination and wait for their deletion. -2. You do not have any invoices awaiting payment. Otherwise, you will need to pay for them by clicking the `Pay immediately`{.action} button in the bulk actions section of the “[My bills](https://www.ovh.com/manager/#/dedicated/billing/history)” page. -3. You have no pending orders. Check it on [this page](https://www.ovh.com/manager/#/dedicated/billing/orders/orders). -4. Your prepaid account has no credit balance. Check it on [this page](https://www.ovh.com/manager/#/dedicated/billing/payment/ovhaccount). +> [!success] +> For further information about contact management, please read this detailed guide: [Managing contacts for your services](/pages/account_and_service_management/account_information/managing_contacts). -If the above conditions are met, you can request to delete your OVHcloud account and the related data by following these steps: +/// -1. Log in to the [OVHcloud Help Center](https://help.ovhcloud.com/csm?id=csm_get_help). -2. Click the `Create ticket`{.action} button. -3. Select the reason `Manage your OVHcloud customer account`{.action}. -4. Specify `I want to close my OVHcloud account`{.action} and follow the steps described. +/// details | I want to move all my services to another OVHcloud account, how can I do it all at once? + +To transfer all your services to another OVHcloud account, we recommend that you [contact our technical support directly](https://help.ovhcloud.com/csm?id=csm_get_help). Our teams will be able to guide you through the process and assist you in the mass transfer of your services to the new account. + +/// + +### Reporting abusive/illegal activity or hacking + +/// details | What do I do if my OVHcloud account has been hacked? + +If your OVHcloud account has been fraudulently used (identity, payment method, etc.), we strongly recommend filing a complaint as soon as possible with your local police force. + +Once you have filed it, you will need to send us a copy of the documentation. We can then start our internal processes. + +Contact OVHcloud support by phone: + +- Australia: 1300 OVH AUS (684 287) + +Your NIC handle (Customer ID) will then be blocked. Services that were fraudulently ordered will be deleted and automatically refunded. + +Finally, in order to regain control of your customer account, we may ask you to change your email address and/or password via [this link](/links/transversal/procedure-email-change). + +/// + +/// details | I have received an email that appears to be a phishing scam impersonating OVHcloud, how do I report it for verification? + +To identify and report a phishing email or SMS, please refer to our [dedicated guide](/pages/account_and_service_management/account_information/phishing_care) + +/// + +/// details | How do I report abusive behaviour or illegal content from services hosted by OVHcloud that I am a victim of? + +Find answers to questions on reporting abusive behavior or illegal content in our [FAQ on OVHcloud support](/pages/account_and_service_management/account_information/faq-support). + +/// + +/// details | OVHcloud has sent me an email flagging potential abuse from my services, what should I do? + +Find answers to questions on reporting abusive behavior or illegal content in our [FAQ on OVHcloud support](/pages/account_and_service_management/account_information/faq-support). + +/// ## Go further - -Join our [community of users](/links/community). \ No newline at end of file + +Join our [community of users](/links/community). diff --git a/pages/account_and_service_management/account_information/faq-account-management/guide.en-ca.md b/pages/account_and_service_management/account_information/faq-account-management/guide.en-ca.md index 82f7d18410c..31f9b7d3a6f 100644 --- a/pages/account_and_service_management/account_information/faq-account-management/guide.en-ca.md +++ b/pages/account_and_service_management/account_information/faq-account-management/guide.en-ca.md @@ -1,40 +1,130 @@ --- title: OVHcloud account management FAQ excerpt: Find the most frequently asked questions about managing your OVHcloud account -updated: 2025-04-28 +updated: 2025-09-12 --- + + ## Objective Here are the most frequently asked questions about managing your OVHcloud account. -### How do I create an OVHcloud account? +## FAQ + +### Creating an OVHcloud account, loggin in, and securing it -Creating an account is free and simple. Your account is designed to give you easy access to your information, and help you manage your services. Click [here](/pages/account_and_service_management/account_information/ovhcloud-account-creation) to create an account. +/// details | How do I create an OVHcloud account? + +Creating an account is free. Your account is designed to give you easy access to your information, and help you manage your services. Click [here](/pages/account_and_service_management/account_information/ovhcloud-account-creation) to learn how to create an account. > [!success] > Once you have created an account, remember to secure it by configuring two-factor authentication. You can find more information in our guide [Securing your OVHcloud account with two-factor authentication](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa). -#### Tips and tricks +> [!success] +> You can’t find your country? Change the website language by clicking on the flag of your choice in the top right-hand corner. -You can’t find your country? Change the website language by clicking on the flag of your choice in the top right-hand corner. +/// -### Where can I find my OVHcloud username? +/// details | How do I secure my account? -Your username or customer ID — also called a NIC handle — is located in the top right-hand corner of your last invoice. It looks like this: “aa00000-ovh” (the first letters are normally the initials of the person who created the account). This username is also included in all emails sent by OVHcloud (account creation confirmation email, order confirmations, renewal emails, etc.). +There are several ways you can secure your account, such as: -If you have not yet found your username, you can click on the “Forgotten your username or password?” link on the login page for your [OVHcloud account](/links/manager), and enter the email address associated with your account. +- the choice of a [complex password and its regular renewal](/pages/account_and_service_management/account_information/manage-ovh-password); +- adding a [two-factor authentication](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa); +- the configuration of a [restriction by IP](/pages/account_and_service_management/account_information/ovhcloud-control-panel-ip-restriction). -#### Tips and tricks +To access all these options, log in to your [OVHcloud Control Panel](/links/manager), click on your name in the top right-hand corner, then `My Account`{.action}. + +Click on the `Security`{.action} tab to view them. + +And for more info, watch the [video](https://www.youtube.com/watch?v=odO58c4gJfc&list=PL0DynEzr_sE5MnOfJOpVJN-EhfMDWoqGS&index=24). -When you are logged into the OVHcloud Control Panel, you will find your username in the top right-hand corner, next to your name. +/// -### What do I do if I can't log in to my customer account? +/// details | How do I enable two-factor authentication/2FA on my OVHcloud account? + +You can enable one or more two-factor authentication methods to secure and control access to your Control Panel. You can find all the details in our guide “[Securing your OVHcloud account with two-factor authentication](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa)”. + +/// + +/// details | What do I do if I can't log in to my customer account? For various reasons — such as forgetting your password, losing access to your email address, or to your mobile phone for an SMS identification — you may not be able to log in to the OVHcloud Control Panel. If this happens to you, please follow [this guide](/products/account-and-service-management-account-information#login-failure), which is designed for resolving situations like this. -### How do I change my personal information? +/// + +/// details | How do I change my OVHcloud account password? + +Log in to your [OVHcloud Control Panel](/links/manager), click on your name in the top right-hand corner, then `My Account`{.action}. + +Click on the `Security`{.action} tab, then on the `Modify`{.action} button to the right of the **Password**. You can then change your current password. A security message will then appear, confirming that you are about to change your password. Once you have confirmed, you will receive an email (to the main email address entered in the account) containing the procedure to follow. + +You can find more information in our guide [Changing your account password](/pages/account_and_service_management/account_information/manage-ovh-password). + +> [!success] +> **Can't remember your password?** +> +> Go to the [login page for your Control Panel](/links/manager) and click `Forgot username or password?`{.action}. Enter your NIC handle or the primary email address associated with your OVHcloud account, then click `Submit`{.action}. An email is then sent to the account’s contact email address, to confirm the request. Please read the instructions carefully and click on the link in it. + +If you no longer have access to this address but have access to your alternate email address, create a [help ticket via the Help Center](https://help.ovhcloud.com/csm?id=csm_get_help) to replace your primary email address with the backup email address. + +If you do not have access to your email address, the OVHcloud Control Panel, or a backup email address, you will need to follow [this procedure](links/transversal/procedure-email-change). + +If you have forgotten your NIC handle, you can find it in the top right-hand corner of your last bill. It looks like this: "aa00000-ovh" (the first letters are usually the initials of the person who created the account). You will also find this ID in the email confirming that you have created your account, as well as in the emails of orders confirmation or renewal. + +/// + +/// details | Is there a limit to the number of times I can change the password for my OVHcloud account (via the “Forgot username or password?” option)? + +OVHcloud does not impose a limit on the number of password changes, you can change it as many times as you want. + +However, our system sends emails to your contact email address, and your email provider may block the email if you request many password changes within minutes. + +/// + +/// details | I have not enabled two-factor authentication on my account, but I am still being asked for a code. How do I disable this? + +Even if two-factor authentication is not enabled on your account, you may be asked to enter a verification code in order to confirm your identification. This is to protect your account and data and cannot be disabled. + +The security code will be sent to you by email **to the primary email address** you have entered into the account. + +If you cannot find this code, please check the spam email folder. + +> [!success] +> - Activating two-factor authentication on your account allows you to choose the device to use (phone, tablet, smartphone, U2F key) to receive an authentication code. More information is available in our guide [Securing your OVHcloud account with two-factor authentication](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa). +> - You can also set up additional security to restrict access to your OVHcloud account to one or more IP addresses. More information is available in our guide [Restrict IP access to your OVHcloud Control Panel](/pages/account_and_service_management/account_information/ovhcloud-control-panel-ip-restriction). + +/// + +/// details | How do I disable two-factor authentication/2FA on my OVHcloud account? + +If your device (mobile phone/smartphone/security key) used for two-factor authentication is lost, stolen or no longer works, you can: + +- use the active [backup codes](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa#codes) you saved; +- use another two-factor authentication device, if you have enabled several; +- [disable two-factor authentication](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa#deactivation). + +Check out the ["What do I do if I lose one of my devices, or if it stops working? "](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa#lost-device) or the ["Disabling two-factor authentication completely "](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa#deactivation) sections of our guide on two-factor authentication. + +/// + +### Managing your personal information + +/// details | How do I change my personal information? To view or change your personal details, click on your name in the top right-hand corner of your [OVHcloud Control Panel](/links/manager), then `Access my account`{.action}. @@ -44,138 +134,188 @@ In the `My profile` box, click on `Edit my profile`{.action}. > **Want to change the email address for your OVHcloud account?** > > A confirmation request will first be sent to the email address you currently have listed in the OVHcloud Control Panel. If you can no longer access this email address, you will need to wait 24 hours. After this period, the change will automatically be made. +> -### How do I add my telephone number correctly on my account? +/// -Your telephone number needs to be entered in its international format. +/// details | How do I access the contracts and general terms and conditions of service? -### Tips and tricks +You can view the contracts for your OVHcloud services directly in your [Control Panel](/links/manager). Once you have logged in, go to the `My account`{.action} menu, then click `View my contracts`{.action}. -For "07123456789", please enter "+44 7123456789". The "+44" is automatically added if you select United Kingdom as your country of residence. +You can also view the contracts on our website, via [this link](/links/terms-conditions-contracts). -#### Tips and tricks +This page contains all necessary information about our contracts, including the terms and conditions of our services. -If you can no longer access the contact email address, please follow this [procedure](https://www.ovh.ca/support/procedures/). -If you have forgotten your username, you can find it in the top right-hand corner of your last invoice. It is sometimes referred to as a NIC handle, and resembles the following: “aa00000-ovh”. (the first letters are normally the initials of the person who created the account). This username is also provided in the confirmation email when you create your account, as well as in emails confirming or renewing an order. +/// -### How do I change contacts? -You can delegate the administrative, technical and billing management of your services to other OVHcloud customer accounts from the OVHcloud Control Panel. To do this, log in to the [OVHcloud Control Panel](/links/manager), click on your name in the top right-hand corner, then `My contacts`{.action}. +/// details | How does GDPR impact my personal data? -The service delegation must be validated via email both by the service administrator and the new contact. +To find out more about the impact of the General Data Protection Regulation (GPDR) on your business activity or personal data, we suggest you read these resources: -Before you make any changes, please ensure that all contact email addresses are valid, otherwise the request will not be successful. +- [OVHcloud and personal data protection](/links/transversal/personal-data-protection); +- [GDPR – Your questions answered](/links/transversal/personal-data-protection-faq). -If you would like to retrieve a domain name that you are the registered owner of from the registry (you can check this information on [www.ovh.co.uk/cgi-bin/tools/check_whois.pl](https://www.ovh.co.uk/cgi-bin/tools/check_whois.pl)), but you do not have access to the administrator customer account, please follow this procedure: [www.ovh.co.uk/cgi-bin/procedure/procedureChangeContacts.cgi](https://www.ovh.co.uk/cgi-bin/procedure/procedureChangeContacts.cgi) +/// -#### Tips and tricks +/// details | Can I change my OVHcloud ID (NIC Handle) manually? I would like other letters or numbers. -A full contact management guide is available here: [/pages/account_and_service_management/account_information/managing_contacts#access-contact-management](/pages/account_and_service_management/account_information/managing_contacts#access-contact-management) +The NIC handle cannot be changed, as it is linked to the information you provided when you created your OVHcloud account. The first two letters are usually the initials of the administrator's name, while subsequent digits are generated randomly. -### How do I set and change a billing contact? +Please note that you can still [create a new OVHcloud account](/pages/account_and_service_management/account_information/ovhcloud-account-creation). However, you will then need to manually transfer all your services to the new account by following the [contact change process](/pages/account_and_service_management/account_information/managing_contacts). -Log in to the [OVHcloud Control Panel](/links/manager), click on your name in the top right-hand corner, then `My contacts`{.action}. +// -> [!success] -> For further information about contact management, please read this detailed guide: [Managing contacts for your services](/pages/account_and_service_management/account_information/managing_contacts). +/// details | Can I change the subsidiary of my OVHcloud account? -### How do I secure my account? +If you have created an OVHcloud account in the wrong subsidiary, you can create a new account in the right subsidiary with the same personal information. -You can choose from several solutions to secure your account, such as: +However, you must associate a different contact email address, as it is not possible to have two different OVHcloud accounts with the same contact email address. -- choosing a complex password -- regular renewal of this password -- two-factor authentication +You can find more information on creating an OVHcloud account in our guide on [Creating an OVHcloud account](/pages/account_and_service_management/account_information/ovhcloud-account-creation). -For two-factor authentication by sending a code via SMS or through IP restriction (authorisation or refusal of access to certain addresses), you can add security rules from your Control Panel. To access to these options, log in to the [OVHcloud Control Panel](/links/manager), click on your name in the top right-hand corner, then `Access my account`{.action}. Click on `Security`{.action} to display them. +Once you have created your new OVHcloud account in the right subsidiary, you can follow the instructions in [this guide](/pages/account_and_service_management/account_information/managing_contacts) to move your services from one account to another. -And for more info, watch the [video](https://www.youtube.com/watch?v=odO58c4gJfc&list=PL0DynEzr_sE5MnOfJOpVJN-EhfMDWoqGS&index=24). +If you have an OVHcloud account in our Canadian infrastructure (i.e. in a country outside of Europe), you will not be able to move services between accounts. In this case, you will need to order new services in the new account, and migrate your content manually, if required. + +For more information, please contact our support team by creating a [support ticket via the OVHcloud Help Center](https://help.ovhcloud.com/csm?id=csm_get_help). + +/// + +/// details | How do I delete my OVHcloud account? + +Closing your OVHcloud customer account and deleting your personal data is only possible if: -### How do I enable two-factor authentication/2FA on my OVHcloud account? +1. You no longer have any services listed in the [My services](https://www.ca.ovh.com/manager/dedicated/#/billing/autoRenew) section. Otherwise, you will need to request their termination and wait for their deletion. +2. You do not have any invoices awaiting payment. Otherwise, you will need to pay for them by clicking the `Pay immediately`{.action} button in the bulk actions section of the [My bills](https://www.ca.ovh.com/manager/#/dedicated/billing/history) page. +3. You have no pending orders. Check it on [this page](https://www.ca.ovh.com/manager/#/dedicated/billing/orders/orders). +4. Your prepaid account has no credit balance. Check it on [this page](https://www.ca.ovh.com/manager/#/dedicated/billing/payment/ovhaccount). -After you have created your OVHcloud customer account, we recommend securing your personal data by enabling two-factor authentication. To do this, log in to the [OVHcloud Control Panel](/links/manager), click on your name in the top right-hand corner, then `Access my account`{.action}. +If the above conditions are met, you can request to delete your OVHcloud account and the related data by following these steps: -Next, click `Security`{.action}. To enable 2FA, you can use several authentication options: +1. Log in to the [OVHcloud Help Centre](https://help.ovhcloud.com/csm?id=csm_get_help). +2. Click the `Create ticket`{.action} button. +3. Select the reason `Manage your OVHcloud customer account`{.action}. +4. Specify `I want to close my OVHcloud account`{.action} and follow the steps described. -- By SMS, via a security code -- From a mobile application compatible with Android, iPhone and Windows mobile -- Using a U2F-compatible security key +/// -For further information, please refer to our [guide](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa). +### Managing your notifications and logs -### How do I disable two-factor authentication/2FA on my OVHcloud account? +/// details | Can I receive all OVHcloud notifications on several email addresses? -If you would like to disable the two-factor authentication method you have set up, please log in to the [OVHcloud Control Panel](/links/manager), click on your name in the top right-hand corner, then `Access my account`{.action}. +Unfortunately, it is not possible to send communication emails to multiple addresses. -Next, click `Security`{.action}. +However, in your [OVHcloud Control Panel](/links/manager), you can configure a backup email address, which will not be used to send all of our communications (renewals, service deletions, etc.). -You can then disable the various security devices one by one.  -However, if you no longer have access to the OVHcloud Control Panel because you have lost your two-factor authentication device, please contact OVHcloud support so that an advisor can manually disable the device. They will request supporting documents from you in order to proceed with this. +This backup email address is useful if you lose access to your primary email address, as this would prevent you from logging in to the OVHcloud Control Panel. -### What do I do if my OVHcloud account has been hacked? +// -If your OVHcloud account has been fraudulently used (identity, payment method, etc.), we strongly recommend filing a complaint as soon as possible with your local police force. +/// details | I have received a notification from you in another language. How do I fix this? -Once you have filed it, you will need to send us a copy of the documentation. We can then start our internal processes. +You can change the language of our automated emails by following these steps: -Your NIC handle (Customer ID) will then be blocked. Services that were fraudulently ordered will be deleted and automatically refunded. +1. Log in to your [OVHcloud Control Panel](/links/manager). +1. Then go to [OVHcloud Help Centre](https://help.ovhcloud.com/csm?id=csm_get_help). +1. Click `Log in to Help Centre`{.action} and confirm your login. +1. Click on the flag in the top right of the Help Center and select the country/region corresponding to the language you want. +1. Click `Log out of Help Centre`{.action}. -Finally, in order to regain control of your customer account, we may ask you to change your email address and/or password via this link: [www.ovh.co.uk/cgi-bin/en/procedure/procedureChangeEmail.cgi](https://www.ovh.co.uk/cgi-bin/en/procedure/procedureChangeEmail.cgi) +Afterwards, the next automatic email notifications will be sent in the language you want. -### I have received an email that appears to be a phishing scam impersonating OVHcloud, how do I report it for verification? +/// -To identify and report a phishing email or SMS, please refer to our [dedicated guide](/pages/account_and_service_management/account_information/phishing_care) +/// details | Can I see all the actions taken from the Control Panel? Are there any logs? + +Yes, you can access the logs of the actions carried out on your account. -### How do I report abusive behaviour or illegal content from services hosted by OVHcloud that I am a victim of? +To do this, you will need to log in to the [OVHcloud API](/links/api) using the guide [First Steps with the OVHcloud APIs](/pages/manage_and_operate/api/first-steps). Once you have logged in, you can use the following API call to retrieve the log ID: -You can report any abusive behaviour or illegal content on the dedicated OVHcloud platform [www.ovh.com/abuse/](https://www.ovh.com/abuse/). Select the category concerned, then enter the fields requested. +> [!api] +> +> @api {v1} /me GET /me/api/logs/self +> -Only logs and technical elements can be sent to the owner of the service concerned. Please do not include any personal data in these fields. +You will then get a list of log IDs. Next, you can use the following API call to retrieve the details of a specific log: -### After abuse has been reported, what happens to my report? +> [!api] +> +> @api {v1} /me GET /me/api/logs/self/{logId} +> -Your report will be processed as soon as possible by OVHcloud’s legal team. Your complaint will be analysed, and we will provide you with further details. If any of our customers’ abusive behaviour is proven, we will inform you and take the necessary measures with the people concerned to put an end to it as soon as possible. +Replace `{logId}` with the actual log ID of the log you want to view. This will allow you to access the log and view the actions carried out from the Control Panel. -### OVHcloud has sent me an email flagging potential abuse from my services, what should I do? +/// -If abusive behaviour has been reported to us or detected by our teams, you will receive an email from an email address with the following format: ticket+"ticket-number"@abuse.ovh.net. +### Delegating access to your services -In view of the additional information provided to you in this email, we will ask you to conduct an investigation in order to stop the abusive behaviour and/or remove any illegal content. +/// details | How do I change contacts? -To ensure that your services are not being controlled by a third party (e.g. following a hacking incident), we recommend checking that your services are secure: +You can delegate the administrative, technical and billing management of your services to other OVHcloud customer accounts from the OVHcloud Control Panel. To do this, log in to the [OVHcloud Control Panel](/links/manager), click on your name in the top right-hand corner, then `My contacts`{.action}. -- [Secure your OVHcloud account and manage your personal information](/pages/account_and_service_management/account_information/all_about_username) -- [Change your account password](/pages/account_and_service_management/account_information/manage-ovh-password) -- [Secure your OVHcloud account with two-factor authentication](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa) -- [How to secure your website](/pages/web_cloud/web_hosting/secure_your_website) -- [Secure a VPS](/pages/bare_metal_cloud/virtual_private_servers/secure_your_vps) -- [Secure a dedicated server](/pages/bare_metal_cloud/dedicated_servers/securing-a-dedicated-server) +The service delegation must be validated via email both by the service administrator and the new contact. -### If abuse is detected on one of my OVHcloud services, how can I avoid a suspension? +Before you make any changes, please ensure that all contact email addresses are valid, otherwise the request will not be successful. -Once you have carried out the required actions yourself, you will need to reply directly to the email sent to you by our Abuse team, specifying the measures you have taken. -A member of our team will reply as soon as possible. +If you would like to retrieve a domain name that you are the registered owner of from the registry (you can check this information using our own [whois tool](/links/web/domains-whois)), but you do not have access to the administrator customer account, please follow [this procedure](/links/transversal/procedure-contact-change) -### I replied to the OVHcloud Abuse team, but my service is still blocked. What should I do? +> [!success] +> A full contact management guide is available here: [/pages/account_and_service_management/account_information/managing_contacts#access-contact-management](/pages/account_and_service_management/account_information/managing_contacts#access-contact-management) -From the OVHcloud Control Panel, you can open a support ticket to [OVHcloud Help Center](https://help.ovhcloud.com/csm?id=csm_get_help) for further information on how to process your Abuse ticket. To make your request easier to process, please ensure that you include the reference to this Abuse ticket in your support request. +/// -### How do I delete my OVHcloud account? +/// details | How do I set and change a billing contact? -Closing your OVHcloud customer account and deleting your personal data is only possible if: +Log in to the [OVHcloud Control Panel](/links/manager), click on your name in the top right-hand corner, then `My contacts`{.action}. -1. You no longer have any services listed in the “[My services](https://www.ovh.com/manager/dedicated/#/billing/autoRenew)” section. Otherwise, you will need to request their termination and wait for their deletion. -2. You do not have any invoices awaiting payment. Otherwise, you will need to pay for them by clicking the `Pay immediately`{.action} button in the bulk actions section of the “[My bills](https://www.ovh.com/manager/#/dedicated/billing/history)” page. -3. You have no pending orders. Check it on [this page](https://www.ovh.com/manager/#/dedicated/billing/orders/orders). -4. Your prepaid account has no credit balance. Check it on [this page](https://www.ovh.com/manager/#/dedicated/billing/payment/ovhaccount). +> [!success] +> For further information about contact management, please read this detailed guide: [Managing contacts for your services](/pages/account_and_service_management/account_information/managing_contacts). -If the above conditions are met, you can request to delete your OVHcloud account and the related data by following these steps: +/// -1. Log in to the [OVHcloud Help Center](https://help.ovhcloud.com/csm?id=csm_get_help). -2. Click the `Create ticket`{.action} button. -3. Select the reason `Manage your OVHcloud customer account`{.action}. -4. Specify `I want to close my OVHcloud account`{.action} and follow the steps described. +/// details | I want to move all my services to another OVHcloud account, how can I do it all at once? + +To transfer all your services to another OVHcloud account, we recommend that you [contact our technical support directly](https://help.ovhcloud.com/csm?id=csm_get_help). Our teams will be able to guide you through the process and assist you in the mass transfer of your services to the new account. + +/// + +### Reporting abusive/illegal activity or hacking + +/// details | What do I do if my OVHcloud account has been hacked? + +If your OVHcloud account has been fraudulently used (identity, payment method, etc.), we strongly recommend filing a complaint as soon as possible with your local police force. + +Once you have filed it, you will need to send us a copy of the documentation. We can then start our internal processes. + +Contact OVHcloud support by phone: + +- Canada: 1-855-684-5463 + +Your NIC handle (Customer ID) will then be blocked. Services that were fraudulently ordered will be deleted and automatically refunded. + +Finally, in order to regain control of your customer account, we may ask you to change your email address and/or password via [this link](/links/transversal/procedure-email-change). + +/// + +/// details | I have received an email that appears to be a phishing scam impersonating OVHcloud, how do I report it for verification? + +To identify and report a phishing email or SMS, please refer to our [dedicated guide](/pages/account_and_service_management/account_information/phishing_care) + +/// + +/// details | How do I report abusive behaviour or illegal content from services hosted by OVHcloud that I am a victim of? + +Find answers to questions on reporting abusive behavior or illegal content in our [FAQ on OVHcloud support](/pages/account_and_service_management/account_information/faq-support). + +/// + +/// details | OVHcloud has sent me an email flagging potential abuse from my services, what should I do? + +Find answers to questions on reporting abusive behavior or illegal content in our [FAQ on OVHcloud support](/pages/account_and_service_management/account_information/faq-support). + +/// ## Go further - -Join our [community of users](/links/community). \ No newline at end of file + +Join our [community of users](/links/community). diff --git a/pages/account_and_service_management/account_information/faq-account-management/guide.en-gb.md b/pages/account_and_service_management/account_information/faq-account-management/guide.en-gb.md index f955e2e4340..9980aa0cc03 100644 --- a/pages/account_and_service_management/account_information/faq-account-management/guide.en-gb.md +++ b/pages/account_and_service_management/account_information/faq-account-management/guide.en-gb.md @@ -102,7 +102,7 @@ You can find more information in our guide [Changing your account password](/pag If you no longer have access to this address but have access to your alternate email address, create a [help ticket via the Help Center](https://help.ovhcloud.com/csm?id=csm_get_help) to replace your primary email address with the backup email address. -If you do not have access to your email address, the OVHcloud Control Panel, or a backup email address, you will need to follow [this procedure](https://www.ovh.com/en-gb/cgi-bin/en/procedure/procedureChangeEmail.cgi). +If you do not have access to your email address, the OVHcloud Control Panel, or a backup email address, you will need to follow [this procedure](/links/transversal/procedure-email-change). If you have forgotten your NIC handle, you can find it in the top right-hand corner of your last bill. It looks like this: "aa00000-ovh" (the first letters are usually the initials of the person who created the account). You will also find this ID in the email confirming that you have created your account, as well as in the emails of orders confirmation or renewal. @@ -173,8 +173,8 @@ This page contains all necessary information about our contracts, including the To find out more about the impact of the General Data Protection Regulation (GPDR) on your business activity or personal data, we suggest you read these resources: -- [”OVHcloud and personal data protection”](https://www.ovhcloud.com/en-gb/personal-data-protection/); -- [”GDPR – Your questions answered”](https://www.ovhcloud.com/en-gb/personal-data-protection/faq/?lsdDoc=faq.xml). +- [OVHcloud and personal data protection](/links/transversal/personal-data-protection); +- [GDPR – Your questions answered](/links/transversal/personal-data-protection-faq). /// @@ -278,7 +278,7 @@ The service delegation must be validated via email both by the service administr Before you make any changes, please ensure that all contact email addresses are valid, otherwise the request will not be successful. -If you would like to retrieve a domain name that you are the registered owner of from the registry (you can check this information using our own [whois tool](/links/web/domains-whois)), but you do not have access to the administrator customer account, please follow [this procedure](https://www.ovh.co.uk/cgi-bin/procedure/procedureChangeContacts.cgi) +If you would like to retrieve a domain name that you are the registered owner of from the registry (you can check this information using our own [whois tool](/links/web/domains-whois)), but you do not have access to the administrator customer account, please follow [this procedure](/links/transversal/procedure-contact-change) > [!success] > A full contact management guide is available here: [/pages/account_and_service_management/account_information/managing_contacts#access-contact-management](/pages/account_and_service_management/account_information/managing_contacts#access-contact-management) @@ -314,7 +314,7 @@ Contact OVHcloud support by phone: Your NIC handle (Customer ID) will then be blocked. Services that were fraudulently ordered will be deleted and automatically refunded. -Finally, in order to regain control of your customer account, we may ask you to change your email address and/or password via this link: [www.ovh.co.uk/cgi-bin/en/procedure/procedureChangeEmail.cgi](https://www.ovh.co.uk/cgi-bin/en/procedure/procedureChangeEmail.cgi) +Finally, in order to regain control of your customer account, we may ask you to change your email address and/or password via [this link](/links/transversal/procedure-email-change). /// diff --git a/pages/account_and_service_management/account_information/faq-account-management/guide.en-ie.md b/pages/account_and_service_management/account_information/faq-account-management/guide.en-ie.md index 8748591a2c6..4f24bf49c73 100644 --- a/pages/account_and_service_management/account_information/faq-account-management/guide.en-ie.md +++ b/pages/account_and_service_management/account_information/faq-account-management/guide.en-ie.md @@ -1,40 +1,141 @@ --- title: OVHcloud account management FAQ excerpt: Find the most frequently asked questions about managing your OVHcloud account -updated: 2025-04-28 +updated: 2025-09-12 --- + + ## Objective Here are the most frequently asked questions about managing your OVHcloud account. -### How do I create an OVHcloud account? +## FAQ + +### Creating an OVHcloud account, loggin in, and securing it -Creating an account is free and simple. Your account is designed to give you easy access to your information, and help you manage your services. Click [here](/pages/account_and_service_management/account_information/ovhcloud-account-creation) to create an account. +/// details | How do I create an OVHcloud account? + +Creating an account is free. Your account is designed to give you easy access to your information, and help you manage your services. Click [here](/pages/account_and_service_management/account_information/ovhcloud-account-creation) to learn how to create an account. > [!success] > Once you have created an account, remember to secure it by configuring two-factor authentication. You can find more information in our guide [Securing your OVHcloud account with two-factor authentication](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa). -#### Tips and tricks +> [!success] +> You can’t find your country? Change the website language by clicking on the flag of your choice in the top right-hand corner. -You can’t find your country? Change the website language by clicking on the flag of your choice in the top right-hand corner. +/// -### Where can I find my OVHcloud username? +/// details | Where can I find my OVHcloud username? Your username or customer ID — also called a NIC handle — is located in the top right-hand corner of your last invoice. It looks like this: “aa00000-ovh” (the first letters are normally the initials of the person who created the account). This username is also included in all emails sent by OVHcloud (account creation confirmation email, order confirmations, renewal emails, etc.). If you have not yet found your username, you can click on the “Forgotten your username or password?” link on the login page for your [OVHcloud account](/links/manager), and enter the email address associated with your account. -#### Tips and tricks +> [!success] +> When you are logged into the OVHcloud Control Panel, you will find your username in the top right-hand corner, next to your name. + +/// + +/// details | How do I secure my account? + +There are several ways you can secure your account, such as: + +- the choice of a [complex password and its regular renewal](/pages/account_and_service_management/account_information/manage-ovh-password); +- adding a [two-factor authentication](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa); +- the configuration of a [restriction by IP](/pages/account_and_service_management/account_information/ovhcloud-control-panel-ip-restriction). + +To access all these options, log in to your [OVHcloud Control Panel](/links/manager), click on your name in the top right-hand corner, then `My Account`{.action}. + +Click on the `Security`{.action} tab to view them. + +And for more info, watch the [video](https://www.youtube.com/watch?v=odO58c4gJfc&list=PL0DynEzr_sE5MnOfJOpVJN-EhfMDWoqGS&index=24). + +/// -When you are logged into the OVHcloud Control Panel, you will find your username in the top right-hand corner, next to your name. +/// details | How do I enable two-factor authentication/2FA on my OVHcloud account? -### What do I do if I can't log in to my customer account? +You can enable one or more two-factor authentication methods to secure and control access to your Control Panel. You can find all the details in our guide “[Securing your OVHcloud account with two-factor authentication](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa)”. + +/// + +/// details | What do I do if I can't log in to my customer account? For various reasons — such as forgetting your password, losing access to your email address, or to your mobile phone for an SMS identification — you may not be able to log in to the OVHcloud Control Panel. If this happens to you, please follow [this guide](/products/account-and-service-management-account-information#login-failure), which is designed for resolving situations like this. -### How do I change my personal information? +/// + +/// details | How do I change my OVHcloud account password? + +Log in to your [OVHcloud Control Panel](/links/manager), click on your name in the top right-hand corner, then `My Account`{.action}. + +Click on the `Security`{.action} tab, then on the `Modify`{.action} button to the right of the **Password**. You can then change your current password. A security message will then appear, confirming that you are about to change your password. Once you have confirmed, you will receive an email (to the main email address entered in the account) containing the procedure to follow. + +You can find more information in our guide [Changing your account password](/pages/account_and_service_management/account_information/manage-ovh-password). + +> [!success] +> **Can't remember your password?** +> +> Go to the [login page for your Control Panel](/links/manager) and click `Forgot username or password?`{.action}. Enter your NIC handle or the primary email address associated with your OVHcloud account, then click `Submit`{.action}. An email is then sent to the account’s contact email address, to confirm the request. Please read the instructions carefully and click on the link in it. + +If you no longer have access to this address but have access to your alternate email address, create a [help ticket via the Help Center](https://help.ovhcloud.com/csm?id=csm_get_help) to replace your primary email address with the backup email address. + +If you do not have access to your email address, the OVHcloud Control Panel, or a backup email address, you will need to follow [this procedure](links/transversal/procedure-email-change). + +If you have forgotten your NIC handle, you can find it in the top right-hand corner of your last bill. It looks like this: "aa00000-ovh" (the first letters are usually the initials of the person who created the account). You will also find this ID in the email confirming that you have created your account, as well as in the emails of orders confirmation or renewal. + +/// + +/// details | Is there a limit to the number of times I can change the password for my OVHcloud account (via the “Forgot username or password?” option)? + +OVHcloud does not impose a limit on the number of password changes, you can change it as many times as you want. + +However, our system sends emails to your contact email address, and your email provider may block the email if you request many password changes within minutes. + +/// + +/// details | I have not enabled two-factor authentication on my account, but I am still being asked for a code. How do I disable this? + +Even if two-factor authentication is not enabled on your account, you may be asked to enter a verification code in order to confirm your identification. This is to protect your account and data and cannot be disabled. + +The security code will be sent to you by email **to the primary email address** you have entered into the account. + +If you cannot find this code, please check the spam email folder. + +> [!success] +> - Activating two-factor authentication on your account allows you to choose the device to use (phone, tablet, smartphone, U2F key) to receive an authentication code. More information is available in our guide [Securing your OVHcloud account with two-factor authentication](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa). +> - You can also set up additional security to restrict access to your OVHcloud account to one or more IP addresses. More information is available in our guide [Restrict IP access to your OVHcloud Control Panel](/pages/account_and_service_management/account_information/ovhcloud-control-panel-ip-restriction). + +/// + +/// details | How do I disable two-factor authentication/2FA on my OVHcloud account? + +If your device (mobile phone/smartphone/security key) used for two-factor authentication is lost, stolen or no longer works, you can: + +- use the active [backup codes](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa#codes) you saved; +- use another two-factor authentication device, if you have enabled several; +- [disable two-factor authentication](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa#deactivation). + +Check out the ["What do I do if I lose one of my devices, or if it stops working? "](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa#lost-device) or the ["Disabling two-factor authentication completely "](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa#deactivation) sections of our guide on two-factor authentication. + +/// + +### Managing your personal information + +/// details | How do I change my personal information? To view or change your personal details, click on your name in the top right-hand corner of your [OVHcloud Control Panel](/links/manager), then `Access my account`{.action}. @@ -44,145 +145,188 @@ In the `My profile` box, click on `Edit my profile`{.action}. > **Want to change the email address for your OVHcloud account?** > > A confirmation request will first be sent to the email address you currently have listed in the OVHcloud Control Panel. If you can no longer access this email address, you will need to wait 24 hours. After this period, the change will automatically be made. +> + +/// + +/// details | How do I access the contracts and general terms and conditions of service? + +You can view the contracts for your OVHcloud services directly in your [Control Panel](/links/manager). Once you have logged in, go to the `My account`{.action} menu, then click `View my contracts`{.action}. -### How do I add my telephone number correctly on my account? +You can also view the contracts on our website, via [this link](/links/terms-conditions-contracts). -Your telephone number needs to be entered in its international format. +This page contains all necessary information about our contracts, including the terms and conditions of our services. -### Tips and tricks +/// -For "07123456789", please enter "+44 7123456789". The "+44" is automatically added if you select United Kingdom as your country of residence. -### How does GDPR impact my personal data? +/// details | How does GDPR impact my personal data? To find out more about the impact of the General Data Protection Regulation (GPDR) on your business activity or personal data, we suggest you read these resources: --[”OVHcloud and personal data protection”](https://www.ovhcloud.com/en-ie/personal-data-protection/); --[”GDPR – Your questions answered”](https://www.ovhcloud.com/en-ie/personal-data-protection/faq/). +- [OVHcloud and personal data protection](/links/transversal/personal-data-protection); +- [GDPR – Your questions answered](/links/transversal/personal-data-protection-faq). -#### Tips and tricks +/// -If you can no longer access the contact email address, please follow this [procedure](https://www.ovh.ie/support/procedures/). -If you have forgotten your username, you can find it in the top right-hand corner of your last invoice. It is sometimes referred to as a NIC handle, and resembles the following: “aa00000-ovh”. (the first letters are normally the initials of the person who created the account). This username is also provided in the confirmation email when you create your account, as well as in emails confirming or renewing an order. +/// details | Can I change my OVHcloud ID (NIC Handle) manually? I would like other letters or numbers. -### How do I change contacts? +The NIC handle cannot be changed, as it is linked to the information you provided when you created your OVHcloud account. The first two letters are usually the initials of the administrator's name, while subsequent digits are generated randomly. -You can delegate the administrative, technical and billing management of your services to other OVHcloud customer accounts from the OVHcloud Control Panel. To do this, log in to the [OVHcloud Control Panel](/links/manager), click on your name in the top right-hand corner, then `My contacts`{.action}. +Please note that you can still [create a new OVHcloud account](/pages/account_and_service_management/account_information/ovhcloud-account-creation). However, you will then need to manually transfer all your services to the new account by following the [contact change process](/pages/account_and_service_management/account_information/managing_contacts). -The service delegation must be validated via email both by the service administrator and the new contact. +// -Before you make any changes, please ensure that all contact email addresses are valid, otherwise the request will not be successful. +/// details | Can I change the subsidiary of my OVHcloud account? -If you would like to retrieve a domain name that you are the registered owner of from the registry (you can check this information on [www.ovh.co.uk/cgi-bin/tools/check_whois.pl](https://www.ovh.co.uk/cgi-bin/tools/check_whois.pl)), but you do not have access to the administrator customer account, please follow this procedure: [www.ovh.co.uk/cgi-bin/procedure/procedureChangeContacts.cgi](https://www.ovh.co.uk/cgi-bin/procedure/procedureChangeContacts.cgi) +If you have created an OVHcloud account in the wrong subsidiary, you can create a new account in the right subsidiary with the same personal information. -#### Tips and tricks +However, you must associate a different contact email address, as it is not possible to have two different OVHcloud accounts with the same contact email address. -A full contact management guide is available here: [/pages/account_and_service_management/account_information/managing_contacts#access-contact-management](/pages/account_and_service_management/account_information/managing_contacts#access-contact-management) +You can find more information on creating an OVHcloud account in our guide on [Creating an OVHcloud account](/pages/account_and_service_management/account_information/ovhcloud-account-creation). -### How do I set and change a billing contact? +Once you have created your new OVHcloud account in the right subsidiary, you can follow the instructions in [this guide](/pages/account_and_service_management/account_information/managing_contacts) to move your services from one account to another. -Log in to the [OVHcloud Control Panel](/links/manager), click on your name in the top right-hand corner, then `My contacts`{.action}. +If you have an OVHcloud account in our Canadian infrastructure (i.e. in a country outside of Europe), you will not be able to move services between accounts. In this case, you will need to order new services in the new account, and migrate your content manually, if required. -> [!success] -> For further information about contact management, please read this detailed guide: [Managing contacts for your services](/pages/account_and_service_management/account_information/managing_contacts). +For more information, please contact our support team by creating a [support ticket via the OVHcloud Help Center](https://help.ovhcloud.com/csm?id=csm_get_help). -### How do I secure my account? +/// -You can choose from several solutions to secure your account, such as: +/// details | How do I delete my OVHcloud account? -- choosing a complex password -- regular renewal of this password -- two-factor authentication +Closing your OVHcloud customer account and deleting your personal data is only possible if: -For two-factor authentication by sending a code via SMS or through IP restriction (authorisation or refusal of access to certain addresses), you can add security rules from your Control Panel. To access to these options, log in to the [OVHcloud Control Panel](/links/manager), click on your name in the top right-hand corner, then `Access my account`{.action}. Click on `Security`{.action} to display them. +1. You no longer have any services listed in the [My services](https://www.ovh.com/manager/dedicated/#/billing/autoRenew) section. Otherwise, you will need to request their termination and wait for their deletion. +2. You do not have any invoices awaiting payment. Otherwise, you will need to pay for them by clicking the `Pay immediately`{.action} button in the bulk actions section of the [My bills](https://www.ovh.com/manager/#/dedicated/billing/history) page. +3. You have no pending orders. Check it on [this page](https://www.ovh.com/manager/#/dedicated/billing/orders/orders). +4. Your prepaid account has no credit balance. Check it on [this page](https://www.ovh.com/manager/#/dedicated/billing/payment/ovhaccount). -And for more info, watch the [video](https://www.youtube.com/watch?v=odO58c4gJfc&list=PL0DynEzr_sE5MnOfJOpVJN-EhfMDWoqGS&index=24). +If the above conditions are met, you can request to delete your OVHcloud account and the related data by following these steps: -### How do I enable two-factor authentication/2FA on my OVHcloud account? +1. Log in to the [OVHcloud Help Centre](https://help.ovhcloud.com/csm?id=csm_get_help). +2. Click the `Create ticket`{.action} button. +3. Select the reason `Manage your OVHcloud customer account`{.action}. +4. Specify `I want to close my OVHcloud account`{.action} and follow the steps described. -After you have created your OVHcloud customer account, we recommend securing your personal data by enabling two-factor authentication. To do this, log in to the [OVHcloud Control Panel](/links/manager), click on your name in the top right-hand corner, then `Access my account`{.action}. +/// -Next, click `Security`{.action}. To enable 2FA, you can use several authentication options: +### Managing your notifications and logs -- By SMS, via a security code -- From a mobile application compatible with Android, iPhone and Windows mobile -- Using a U2F-compatible security key +/// details | Can I receive all OVHcloud notifications on several email addresses? -For further information, please refer to our [guide](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa). +Unfortunately, it is not possible to send communication emails to multiple addresses. -### How do I disable two-factor authentication/2FA on my OVHcloud account? +However, in your [OVHcloud Control Panel](/links/manager), you can configure a backup email address, which will not be used to send all of our communications (renewals, service deletions, etc.). -If you would like to disable the two-factor authentication method you have set up, please log in to the [OVHcloud Control Panel](/links/manager), click on your name in the top right-hand corner, then `Access my account`{.action}. +This backup email address is useful if you lose access to your primary email address, as this would prevent you from logging in to the OVHcloud Control Panel. -Next, click `Security`{.action}. +// -You can then disable the various security devices one by one.  -However, if you no longer have access to the OVHcloud Control Panel because you have lost your two-factor authentication device, please contact OVHcloud support so that an advisor can manually disable the device. They will request supporting documents from you in order to proceed with this. +/// details | I have received a notification from you in another language. How do I fix this? -### What do I do if my OVHcloud account has been hacked? +You can change the language of our automated emails by following these steps: -If your OVHcloud account has been fraudulently used (identity, payment method, etc.), we strongly recommend filing a complaint as soon as possible with your local police force. +1. Log in to your [OVHcloud Control Panel](/links/manager). +1. Then go to [OVHcloud Help Centre](https://help.ovhcloud.com/csm?id=csm_get_help). +1. Click `Log in to Help Centre`{.action} and confirm your login. +1. Click on the flag in the top right of the Help Center and select the country/region corresponding to the language you want. +1. Click `Log out of Help Centre`{.action}. -Once you have filed it, you will need to send us a copy of the documentation. We can then start our internal processes. +Afterwards, the next automatic email notifications will be sent in the language you want. -Your NIC handle (Customer ID) will then be blocked. Services that were fraudulently ordered will be deleted and automatically refunded. +/// -Finally, in order to regain control of your customer account, we may ask you to change your email address and/or password via this link: [www.ovh.co.uk/cgi-bin/en/procedure/procedureChangeEmail.cgi](https://www.ovh.ie/cgi-bin/ie/procedure/procedureChangeEmail.cgi) +/// details | Can I see all the actions taken from the Control Panel? Are there any logs? -### I have received an email that appears to be a phishing scam impersonating OVHcloud, how do I report it for verification? +Yes, you can access the logs of the actions carried out on your account. -To identify and report a phishing email or SMS, please refer to our [dedicated guide](/pages/account_and_service_management/account_information/phishing_care) +To do this, you will need to log in to the [OVHcloud API](/links/api) using the guide [First Steps with the OVHcloud APIs](/pages/manage_and_operate/api/first-steps). Once you have logged in, you can use the following API call to retrieve the log ID: -### How do I report abusive behaviour or illegal content from services hosted by OVHcloud that I am a victim of? +> [!api] +> +> @api {v1} /me GET /me/api/logs/self +> -You can report any abusive behaviour or illegal content on the dedicated OVHcloud platform [www.ovh.com/abuse/](https://www.ovh.com/abuse/). Select the category concerned, then enter the fields requested. +You will then get a list of log IDs. Next, you can use the following API call to retrieve the details of a specific log: -Only logs and technical elements can be sent to the owner of the service concerned. Please do not include any personal data in these fields. +> [!api] +> +> @api {v1} /me GET /me/api/logs/self/{logId} +> -### After abuse has been reported, what happens to my report? +Replace `{logId}` with the actual log ID of the log you want to view. This will allow you to access the log and view the actions carried out from the Control Panel. -Your report will be processed as soon as possible by OVHcloud’s legal team. Your complaint will be analysed, and we will provide you with further details. If any of our customers’ abusive behaviour is proven, we will inform you and take the necessary measures with the people concerned to put an end to it as soon as possible. +/// -### OVHcloud has sent me an email flagging potential abuse from my services, what should I do? +### Delegating access to your services -If abusive behaviour has been reported to us or detected by our teams, you will receive an email from an email address with the following format: ticket+"ticket-number"@abuse.ovh.net. +/// details | How do I change contacts? -In view of the additional information provided to you in this email, we will ask you to conduct an investigation in order to stop the abusive behaviour and/or remove any illegal content. +You can delegate the administrative, technical and billing management of your services to other OVHcloud customer accounts from the OVHcloud Control Panel. To do this, log in to the [OVHcloud Control Panel](/links/manager), click on your name in the top right-hand corner, then `My contacts`{.action}. -To ensure that your services are not being controlled by a third party (e.g. following a hacking incident), we recommend checking that your services are secure: +The service delegation must be validated via email both by the service administrator and the new contact. -- [Secure your OVHcloud account and manage your personal information](/pages/account_and_service_management/account_information/all_about_username) -- [Change your account password](/pages/account_and_service_management/account_information/manage-ovh-password) -- [Secure your OVHcloud account with two-factor authentication](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa) -- [How to secure your website](/pages/web_cloud/web_hosting/secure_your_website) -- [Secure a VPS](/pages/bare_metal_cloud/virtual_private_servers/secure_your_vps) -- [Secure a dedicated server](/pages/bare_metal_cloud/dedicated_servers/securing-a-dedicated-server) +Before you make any changes, please ensure that all contact email addresses are valid, otherwise the request will not be successful. -### If abuse is detected on one of my OVHcloud services, how can I avoid a suspension? +If you would like to retrieve a domain name that you are the registered owner of from the registry (you can check this information using our own [whois tool](/links/web/domains-whois)), but you do not have access to the administrator customer account, please follow [this procedure](/links/transversal/procedure-contact-change) -Once you have carried out the required actions yourself, you will need to reply directly to the email sent to you by our Abuse team, specifying the measures you have taken. -A member of our team will reply as soon as possible. +> [!success] +> A full contact management guide is available here: [/pages/account_and_service_management/account_information/managing_contacts#access-contact-management](/pages/account_and_service_management/account_information/managing_contacts#access-contact-management) -### I replied to the OVHcloud Abuse team, but my service is still blocked. What should I do? +/// -From the OVHcloud Control Panel, you can open a support ticket to [OVHcloud Help Center](https://help.ovhcloud.com/csm?id=csm_get_help) for further information on how to process your Abuse ticket. To make your request easier to process, please ensure that you include the reference to this Abuse ticket in your support request. +/// details | How do I set and change a billing contact? -### How do I delete my OVHcloud account? +Log in to the [OVHcloud Control Panel](/links/manager), click on your name in the top right-hand corner, then `My contacts`{.action}. -Closing your OVHcloud customer account and deleting your personal data is only possible if: +> [!success] +> For further information about contact management, please read this detailed guide: [Managing contacts for your services](/pages/account_and_service_management/account_information/managing_contacts). -1. You no longer have any services listed in the “[My services](https://www.ovh.com/manager/dedicated/#/billing/autoRenew)” section. Otherwise, you will need to request their termination and wait for their deletion. -2. You do not have any invoices awaiting payment. Otherwise, you will need to pay for them by clicking the `Pay immediately`{.action} button in the bulk actions section of the “[My bills](https://www.ovh.com/manager/#/dedicated/billing/history)” page. -3. You have no pending orders. Check it on [this page](https://www.ovh.com/manager/#/dedicated/billing/orders/orders). -4. Your prepaid account has no credit balance. Check it on [this page](https://www.ovh.com/manager/#/dedicated/billing/payment/ovhaccount). +/// -If the above conditions are met, you can request to delete your OVHcloud account and the related data by following these steps: +/// details | I want to move all my services to another OVHcloud account, how can I do it all at once? -1. Log in to the [OVHcloud Help Center](https://help.ovhcloud.com/csm?id=csm_get_help). -2. Click the `Create ticket`{.action} button. -3. Select the reason `Manage your OVHcloud customer account`{.action}. -4. Specify `I want to close my OVHcloud account`{.action} and follow the steps described. +To transfer all your services to another OVHcloud account, we recommend that you [contact our technical support directly](https://help.ovhcloud.com/csm?id=csm_get_help). Our teams will be able to guide you through the process and assist you in the mass transfer of your services to the new account. + +/// + +### Reporting abusive/illegal activity or hacking + +/// details | What do I do if my OVHcloud account has been hacked? + +If your OVHcloud account has been fraudulently used (identity, payment method, etc.), we strongly recommend filing a complaint as soon as possible with your local police force. + +Once you have filed it, you will need to send us a copy of the documentation. We can then start our internal processes. + +Contact OVHcloud support by phone: + +- Ireland: +353 (0) 1 691 72 83 + +Your NIC handle (Customer ID) will then be blocked. Services that were fraudulently ordered will be deleted and automatically refunded. + +Finally, in order to regain control of your customer account, we may ask you to change your email address and/or password via [this link](/links/transversal/procedure-email-change). + +/// + +/// details | I have received an email that appears to be a phishing scam impersonating OVHcloud, how do I report it for verification? + +To identify and report a phishing email or SMS, please refer to our [dedicated guide](/pages/account_and_service_management/account_information/phishing_care) + +/// + +/// details | How do I report abusive behaviour or illegal content from services hosted by OVHcloud that I am a victim of? + +Find answers to questions on reporting abusive behavior or illegal content in our [FAQ on OVHcloud support](/pages/account_and_service_management/account_information/faq-support). + +/// + +/// details | OVHcloud has sent me an email flagging potential abuse from my services, what should I do? + +Find answers to questions on reporting abusive behavior or illegal content in our [FAQ on OVHcloud support](/pages/account_and_service_management/account_information/faq-support). + +/// ## Go further - -Join our [community of users](/links/community). \ No newline at end of file + +Join our [community of users](/links/community). diff --git a/pages/account_and_service_management/account_information/faq-account-management/guide.en-sg.md b/pages/account_and_service_management/account_information/faq-account-management/guide.en-sg.md index 146e5b4f358..f629cbc8b2e 100644 --- a/pages/account_and_service_management/account_information/faq-account-management/guide.en-sg.md +++ b/pages/account_and_service_management/account_information/faq-account-management/guide.en-sg.md @@ -1,40 +1,130 @@ --- title: OVHcloud account management FAQ excerpt: Find the most frequently asked questions about managing your OVHcloud account -updated: 2025-04-28 +updated: 2025-09-12 --- + + ## Objective Here are the most frequently asked questions about managing your OVHcloud account. -### How do I create an OVHcloud account? +## FAQ + +### Creating an OVHcloud account, loggin in, and securing it -Creating an account is free and simple. Your account is designed to give you easy access to your information, and help you manage your services. Click [here](/pages/account_and_service_management/account_information/ovhcloud-account-creation) to create an account. +/// details | How do I create an OVHcloud account? + +Creating an account is free. Your account is designed to give you easy access to your information, and help you manage your services. Click [here](/pages/account_and_service_management/account_information/ovhcloud-account-creation) to learn how to create an account. > [!success] > Once you have created an account, remember to secure it by configuring two-factor authentication. You can find more information in our guide [Securing your OVHcloud account with two-factor authentication](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa). -#### Tips and tricks +> [!success] +> You can’t find your country? Change the website language by clicking on the flag of your choice in the top right-hand corner. -You can’t find your country? Change the website language by clicking on the flag of your choice in the top right-hand corner. +/// -### Where can I find my OVHcloud username? +/// details | How do I secure my account? -Your username or customer ID — also called a NIC handle — is located in the top right-hand corner of your last invoice. It looks like this: “aa00000-ovh” (the first letters are normally the initials of the person who created the account). This username is also included in all emails sent by OVHcloud (account creation confirmation email, order confirmations, renewal emails, etc.). +There are several ways you can secure your account, such as: -If you have not yet found your username, you can click on the “Forgotten your username or password?” link on the login page for your [OVHcloud account](/links/manager), and enter the email address associated with your account. +- the choice of a [complex password and its regular renewal](/pages/account_and_service_management/account_information/manage-ovh-password); +- adding a [two-factor authentication](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa); +- the configuration of a [restriction by IP](/pages/account_and_service_management/account_information/ovhcloud-control-panel-ip-restriction). -#### Tips and tricks +To access all these options, log in to your [OVHcloud Control Panel](/links/manager), click on your name in the top right-hand corner, then `My Account`{.action}. + +Click on the `Security`{.action} tab to view them. + +And for more info, watch the [video](https://www.youtube.com/watch?v=odO58c4gJfc&list=PL0DynEzr_sE5MnOfJOpVJN-EhfMDWoqGS&index=24). -When you are logged into the OVHcloud Control Panel, you will find your username in the top right-hand corner, next to your name. +/// -### What do I do if I can't log in to my customer account? +/// details | How do I enable two-factor authentication/2FA on my OVHcloud account? + +You can enable one or more two-factor authentication methods to secure and control access to your Control Panel. You can find all the details in our guide “[Securing your OVHcloud account with two-factor authentication](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa)”. + +/// + +/// details | What do I do if I can't log in to my customer account? For various reasons — such as forgetting your password, losing access to your email address, or to your mobile phone for an SMS identification — you may not be able to log in to the OVHcloud Control Panel. If this happens to you, please follow [this guide](/products/account-and-service-management-account-information#login-failure), which is designed for resolving situations like this. -### How do I change my personal information? +/// + +/// details | How do I change my OVHcloud account password? + +Log in to your [OVHcloud Control Panel](/links/manager), click on your name in the top right-hand corner, then `My Account`{.action}. + +Click on the `Security`{.action} tab, then on the `Modify`{.action} button to the right of the **Password**. You can then change your current password. A security message will then appear, confirming that you are about to change your password. Once you have confirmed, you will receive an email (to the main email address entered in the account) containing the procedure to follow. + +You can find more information in our guide [Changing your account password](/pages/account_and_service_management/account_information/manage-ovh-password). + +> [!success] +> **Can't remember your password?** +> +> Go to the [login page for your Control Panel](/links/manager) and click `Forgot username or password?`{.action}. Enter your NIC handle or the primary email address associated with your OVHcloud account, then click `Submit`{.action}. An email is then sent to the account’s contact email address, to confirm the request. Please read the instructions carefully and click on the link in it. + +If you no longer have access to this address but have access to your alternate email address, create a [help ticket via the Help Center](https://help.ovhcloud.com/csm?id=csm_get_help) to replace your primary email address with the backup email address. + +If you do not have access to your email address, the OVHcloud Control Panel, or a backup email address, you will need to follow [this procedure](links/transversal/procedure-email-change). + +If you have forgotten your NIC handle, you can find it in the top right-hand corner of your last bill. It looks like this: "aa00000-ovh" (the first letters are usually the initials of the person who created the account). You will also find this ID in the email confirming that you have created your account, as well as in the emails of orders confirmation or renewal. + +/// + +/// details | Is there a limit to the number of times I can change the password for my OVHcloud account (via the “Forgot username or password?” option)? + +OVHcloud does not impose a limit on the number of password changes, you can change it as many times as you want. + +However, our system sends emails to your contact email address, and your email provider may block the email if you request many password changes within minutes. + +/// + +/// details | I have not enabled two-factor authentication on my account, but I am still being asked for a code. How do I disable this? + +Even if two-factor authentication is not enabled on your account, you may be asked to enter a verification code in order to confirm your identification. This is to protect your account and data and cannot be disabled. + +The security code will be sent to you by email **to the primary email address** you have entered into the account. + +If you cannot find this code, please check the spam email folder. + +> [!success] +> - Activating two-factor authentication on your account allows you to choose the device to use (phone, tablet, smartphone, U2F key) to receive an authentication code. More information is available in our guide [Securing your OVHcloud account with two-factor authentication](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa). +> - You can also set up additional security to restrict access to your OVHcloud account to one or more IP addresses. More information is available in our guide [Restrict IP access to your OVHcloud Control Panel](/pages/account_and_service_management/account_information/ovhcloud-control-panel-ip-restriction). + +/// + +/// details | How do I disable two-factor authentication/2FA on my OVHcloud account? + +If your device (mobile phone/smartphone/security key) used for two-factor authentication is lost, stolen or no longer works, you can: + +- use the active [backup codes](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa#codes) you saved; +- use another two-factor authentication device, if you have enabled several; +- [disable two-factor authentication](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa#deactivation). + +Check out the ["What do I do if I lose one of my devices, or if it stops working? "](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa#lost-device) or the ["Disabling two-factor authentication completely "](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa#deactivation) sections of our guide on two-factor authentication. + +/// + +### Managing your personal information + +/// details | How do I change my personal information? To view or change your personal details, click on your name in the top right-hand corner of your [OVHcloud Control Panel](/links/manager), then `Access my account`{.action}. @@ -44,138 +134,188 @@ In the `My profile` box, click on `Edit my profile`{.action}. > **Want to change the email address for your OVHcloud account?** > > A confirmation request will first be sent to the email address you currently have listed in the OVHcloud Control Panel. If you can no longer access this email address, you will need to wait 24 hours. After this period, the change will automatically be made. +> -### How do I add my telephone number correctly on my account? +/// -Your telephone number needs to be entered in its international format. +/// details | How do I access the contracts and general terms and conditions of service? -### Tips and tricks +You can view the contracts for your OVHcloud services directly in your [Control Panel](/links/manager). Once you have logged in, go to the `My account`{.action} menu, then click `View my contracts`{.action}. -For "07123456789", please enter "+44 7123456789". The "+44" is automatically added if you select United Kingdom as your country of residence. +You can also view the contracts on our website, via [this link](/links/terms-conditions-contracts). -#### Tips and tricks +This page contains all necessary information about our contracts, including the terms and conditions of our services. -If you can no longer access the contact email address, please follow this procedure. -If you have forgotten your username, you can find it in the top right-hand corner of your last invoice. It is sometimes referred to as a NIC handle, and resembles the following: “aa00000-ovh”. (the first letters are normally the initials of the person who created the account). This username is also provided in the confirmation email when you create your account, as well as in emails confirming or renewing an order. +/// -### How do I change contacts? -You can delegate the administrative, technical and billing management of your services to other OVHcloud customer accounts from the OVHcloud Control Panel. To do this, log in to the [OVHcloud Control Panel](/links/manager), click on your name in the top right-hand corner, then `My contacts`{.action}. +/// details | How does GDPR impact my personal data? -The service delegation must be validated via email both by the service administrator and the new contact. +To find out more about the impact of the General Data Protection Regulation (GPDR) on your business activity or personal data, we suggest you read these resources: -Before you make any changes, please ensure that all contact email addresses are valid, otherwise the request will not be successful. +- [OVHcloud and personal data protection](/links/transversal/personal-data-protection); +- [GDPR – Your questions answered](/links/transversal/personal-data-protection-faq). -If you would like to retrieve a domain name that you are the registered owner of from the registry (you can check this information on [www.ovh.co.uk/cgi-bin/tools/check_whois.pl](https://www.ovh.co.uk/cgi-bin/tools/check_whois.pl)), but you do not have access to the administrator customer account, please follow this procedure: [www.ovh.co.uk/cgi-bin/procedure/procedureChangeContacts.cgi](https://www.ovh.co.uk/cgi-bin/procedure/procedureChangeContacts.cgi) +/// -#### Tips and tricks +/// details | Can I change my OVHcloud ID (NIC Handle) manually? I would like other letters or numbers. -A full contact management guide is available here: [/pages/account_and_service_management/account_information/managing_contacts#access-contact-management](/pages/account_and_service_management/account_information/managing_contacts#access-contact-management) +The NIC handle cannot be changed, as it is linked to the information you provided when you created your OVHcloud account. The first two letters are usually the initials of the administrator's name, while subsequent digits are generated randomly. -### How do I set and change a billing contact? +Please note that you can still [create a new OVHcloud account](/pages/account_and_service_management/account_information/ovhcloud-account-creation). However, you will then need to manually transfer all your services to the new account by following the [contact change process](/pages/account_and_service_management/account_information/managing_contacts). -Log in to the [OVHcloud Control Panel](/links/manager), click on your name in the top right-hand corner, then `My contacts`{.action}. +// -> [!success] -> For further information about contact management, please read this detailed guide: [Managing contacts for your services](/pages/account_and_service_management/account_information/managing_contacts). +/// details | Can I change the subsidiary of my OVHcloud account? -### How do I secure my account? +If you have created an OVHcloud account in the wrong subsidiary, you can create a new account in the right subsidiary with the same personal information. -You can choose from several solutions to secure your account, such as: +However, you must associate a different contact email address, as it is not possible to have two different OVHcloud accounts with the same contact email address. -- choosing a complex password -- regular renewal of this password -- two-factor authentication +You can find more information on creating an OVHcloud account in our guide on [Creating an OVHcloud account](/pages/account_and_service_management/account_information/ovhcloud-account-creation). -For two-factor authentication by sending a code via SMS or through IP restriction (authorisation or refusal of access to certain addresses), you can add security rules from your Control Panel. To access to these options, log in to the [OVHcloud Control Panel](/links/manager), click on your name in the top right-hand corner, then `Access my account`{.action}. Click on `Security`{.action} to display them. +Once you have created your new OVHcloud account in the right subsidiary, you can follow the instructions in [this guide](/pages/account_and_service_management/account_information/managing_contacts) to move your services from one account to another. -And for more info, watch the [video](https://www.youtube.com/watch?v=odO58c4gJfc&list=PL0DynEzr_sE5MnOfJOpVJN-EhfMDWoqGS&index=24). +If you have an OVHcloud account in our Canadian infrastructure (i.e. in a country outside of Europe), you will not be able to move services between accounts. In this case, you will need to order new services in the new account, and migrate your content manually, if required. + +For more information, please contact our support team by creating a [support ticket via the OVHcloud Help Center](https://help.ovhcloud.com/csm?id=csm_get_help). + +/// + +/// details | How do I delete my OVHcloud account? + +Closing your OVHcloud customer account and deleting your personal data is only possible if: -### How do I enable two-factor authentication/2FA on my OVHcloud account? +1. You no longer have any services listed in the [My services](https://www.ca.ovh.com/manager/dedicated/#/billing/autoRenew) section. Otherwise, you will need to request their termination and wait for their deletion. +2. You do not have any invoices awaiting payment. Otherwise, you will need to pay for them by clicking the `Pay immediately`{.action} button in the bulk actions section of the [My bills](https://www.ca.ovh.com/manager/#/dedicated/billing/history) page. +3. You have no pending orders. Check it on [this page](https://www.ca.ovh.com/manager/#/dedicated/billing/orders/orders). +4. Your prepaid account has no credit balance. Check it on [this page](https://www.ca.ovh.com/manager/#/dedicated/billing/payment/ovhaccount). -After you have created your OVHcloud customer account, we recommend securing your personal data by enabling two-factor authentication. To do this, log in to the [OVHcloud Control Panel](/links/manager), click on your name in the top right-hand corner, then `Access my account`{.action}. +If the above conditions are met, you can request to delete your OVHcloud account and the related data by following these steps: -Next, click `Security`{.action}. To enable 2FA, you can use several authentication options: +1. Log in to the [OVHcloud Help Centre](https://help.ovhcloud.com/csm?id=csm_get_help). +2. Click the `Create ticket`{.action} button. +3. Select the reason `Manage your OVHcloud customer account`{.action}. +4. Specify `I want to close my OVHcloud account`{.action} and follow the steps described. -- By SMS, via a security code -- From a mobile application compatible with Android, iPhone and Windows mobile -- Using a U2F-compatible security key +/// -For further information, please refer to our [guide](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa). +### Managing your notifications and logs -### How do I disable two-factor authentication/2FA on my OVHcloud account? +/// details | Can I receive all OVHcloud notifications on several email addresses? -If you would like to disable the two-factor authentication method you have set up, please log in to the [OVHcloud Control Panel](/links/manager), click on your name in the top right-hand corner, then `Access my account`{.action}. +Unfortunately, it is not possible to send communication emails to multiple addresses. -Next, click `Security`{.action}. +However, in your [OVHcloud Control Panel](/links/manager), you can configure a backup email address, which will not be used to send all of our communications (renewals, service deletions, etc.). -You can then disable the various security devices one by one.  -However, if you no longer have access to the OVHcloud Control Panel because you have lost your two-factor authentication device, please contact OVHcloud support so that an advisor can manually disable the device. They will request supporting documents from you in order to proceed with this. +This backup email address is useful if you lose access to your primary email address, as this would prevent you from logging in to the OVHcloud Control Panel. -### What do I do if my OVHcloud account has been hacked? +// -If your OVHcloud account has been fraudulently used (identity, payment method, etc.), we strongly recommend filing a complaint as soon as possible with your local police force. +/// details | I have received a notification from you in another language. How do I fix this? -Once you have filed it, you will need to send us a copy of the documentation. We can then start our internal processes. +You can change the language of our automated emails by following these steps: -Your NIC handle (Customer ID) will then be blocked. Services that were fraudulently ordered will be deleted and automatically refunded. +1. Log in to your [OVHcloud Control Panel](/links/manager). +1. Then go to [OVHcloud Help Centre](https://help.ovhcloud.com/csm?id=csm_get_help). +1. Click `Log in to Help Centre`{.action} and confirm your login. +1. Click on the flag in the top right of the Help Center and select the country/region corresponding to the language you want. +1. Click `Log out of Help Centre`{.action}. -Finally, in order to regain control of your customer account, we may ask you to change your email address and/or password via this link: [www.ovh.co.uk/cgi-bin/en/procedure/procedureChangeEmail.cgi](https://www.ovh.co.uk/cgi-bin/en/procedure/procedureChangeEmail.cgi) +Afterwards, the next automatic email notifications will be sent in the language you want. -### I have received an email that appears to be a phishing scam impersonating OVHcloud, how do I report it for verification? +/// -To identify and report a phishing email or SMS, please refer to our [dedicated guide](/pages/account_and_service_management/account_information/phishing_care) +/// details | Can I see all the actions taken from the Control Panel? Are there any logs? + +Yes, you can access the logs of the actions carried out on your account. -### How do I report abusive behaviour or illegal content from services hosted by OVHcloud that I am a victim of? +To do this, you will need to log in to the [OVHcloud API](/links/api) using the guide [First Steps with the OVHcloud APIs](/pages/manage_and_operate/api/first-steps). Once you have logged in, you can use the following API call to retrieve the log ID: -You can report any abusive behaviour or illegal content on the dedicated OVHcloud platform [www.ovh.com/abuse/](https://www.ovh.com/abuse/). Select the category concerned, then enter the fields requested. +> [!api] +> +> @api {v1} /me GET /me/api/logs/self +> -Only logs and technical elements can be sent to the owner of the service concerned. Please do not include any personal data in these fields. +You will then get a list of log IDs. Next, you can use the following API call to retrieve the details of a specific log: -### After abuse has been reported, what happens to my report? +> [!api] +> +> @api {v1} /me GET /me/api/logs/self/{logId} +> -Your report will be processed as soon as possible by OVHcloud’s legal team. Your complaint will be analysed, and we will provide you with further details. If any of our customers’ abusive behaviour is proven, we will inform you and take the necessary measures with the people concerned to put an end to it as soon as possible. +Replace `{logId}` with the actual log ID of the log you want to view. This will allow you to access the log and view the actions carried out from the Control Panel. -### OVHcloud has sent me an email flagging potential abuse from my services, what should I do? +/// -If abusive behaviour has been reported to us or detected by our teams, you will receive an email from an email address with the following format: ticket+"ticket-number"@abuse.ovh.net. +### Delegating access to your services -In view of the additional information provided to you in this email, we will ask you to conduct an investigation in order to stop the abusive behaviour and/or remove any illegal content. +/// details | How do I change contacts? -To ensure that your services are not being controlled by a third party (e.g. following a hacking incident), we recommend checking that your services are secure: +You can delegate the administrative, technical and billing management of your services to other OVHcloud customer accounts from the OVHcloud Control Panel. To do this, log in to the [OVHcloud Control Panel](/links/manager), click on your name in the top right-hand corner, then `My contacts`{.action}. -- [Secure your OVHcloud account and manage your personal information](/pages/account_and_service_management/account_information/all_about_username) -- [Change your account password](/pages/account_and_service_management/account_information/manage-ovh-password) -- [Secure your OVHcloud account with two-factor authentication](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa) -- [How to secure your website](/pages/web_cloud/web_hosting/secure_your_website) -- [Secure a VPS](/pages/bare_metal_cloud/virtual_private_servers/secure_your_vps) -- [Secure a dedicated server](/pages/bare_metal_cloud/dedicated_servers/securing-a-dedicated-server) +The service delegation must be validated via email both by the service administrator and the new contact. -### If abuse is detected on one of my OVHcloud services, how can I avoid a suspension? +Before you make any changes, please ensure that all contact email addresses are valid, otherwise the request will not be successful. -Once you have carried out the required actions yourself, you will need to reply directly to the email sent to you by our Abuse team, specifying the measures you have taken. -A member of our team will reply as soon as possible. +If you would like to retrieve a domain name that you are the registered owner of from the registry (you can check this information using our own [whois tool](/links/web/domains-whois)), but you do not have access to the administrator customer account, please follow [this procedure](/links/transversal/procedure-contact-change) -### I replied to the OVHcloud Abuse team, but my service is still blocked. What should I do? +> [!success] +> A full contact management guide is available here: [/pages/account_and_service_management/account_information/managing_contacts#access-contact-management](/pages/account_and_service_management/account_information/managing_contacts#access-contact-management) -From the OVHcloud Control Panel, you can open a support ticket to [OVHcloud Help Center](https://help.ovhcloud.com/csm?id=csm_get_help) for further information on how to process your Abuse ticket. To make your request easier to process, please ensure that you include the reference to this Abuse ticket in your support request. +/// -### How do I delete my OVHcloud account? +/// details | How do I set and change a billing contact? -Closing your OVHcloud customer account and deleting your personal data is only possible if: +Log in to the [OVHcloud Control Panel](/links/manager), click on your name in the top right-hand corner, then `My contacts`{.action}. -1. You no longer have any services listed in the “[My services](https://www.ovh.com/manager/dedicated/#/billing/autoRenew)” section. Otherwise, you will need to request their termination and wait for their deletion. -2. You do not have any invoices awaiting payment. Otherwise, you will need to pay for them by clicking the `Pay immediately`{.action} button in the bulk actions section of the “[My bills](https://www.ovh.com/manager/#/dedicated/billing/history)” page. -3. You have no pending orders. Check it on [this page](https://www.ovh.com/manager/#/dedicated/billing/orders/orders). -4. Your prepaid account has no credit balance. Check it on [this page](https://www.ovh.com/manager/#/dedicated/billing/payment/ovhaccount). +> [!success] +> For further information about contact management, please read this detailed guide: [Managing contacts for your services](/pages/account_and_service_management/account_information/managing_contacts). -If the above conditions are met, you can request to delete your OVHcloud account and the related data by following these steps: +/// -1. Log in to the [OVHcloud Help Center](https://help.ovhcloud.com/csm?id=csm_get_help). -2. Click the `Create ticket`{.action} button. -3. Select the reason `Manage your OVHcloud customer account`{.action}. -4. Specify `I want to close my OVHcloud account`{.action} and follow the steps described. +/// details | I want to move all my services to another OVHcloud account, how can I do it all at once? + +To transfer all your services to another OVHcloud account, we recommend that you [contact our technical support directly](https://help.ovhcloud.com/csm?id=csm_get_help). Our teams will be able to guide you through the process and assist you in the mass transfer of your services to the new account. + +/// + +### Reporting abusive/illegal activity or hacking + +/// details | What do I do if my OVHcloud account has been hacked? + +If your OVHcloud account has been fraudulently used (identity, payment method, etc.), we strongly recommend filing a complaint as soon as possible with your local police force. + +Once you have filed it, you will need to send us a copy of the documentation. We can then start our internal processes. + +Contact OVHcloud support by phone: + +- SIngapore: +65 6962 8979 + +Your NIC handle (Customer ID) will then be blocked. Services that were fraudulently ordered will be deleted and automatically refunded. + +Finally, in order to regain control of your customer account, we may ask you to change your email address and/or password via [this link](/links/transversal/procedure-email-change). + +/// + +/// details | I have received an email that appears to be a phishing scam impersonating OVHcloud, how do I report it for verification? + +To identify and report a phishing email or SMS, please refer to our [dedicated guide](/pages/account_and_service_management/account_information/phishing_care) + +/// + +/// details | How do I report abusive behaviour or illegal content from services hosted by OVHcloud that I am a victim of? + +Find answers to questions on reporting abusive behavior or illegal content in our [FAQ on OVHcloud support](/pages/account_and_service_management/account_information/faq-support). + +/// + +/// details | OVHcloud has sent me an email flagging potential abuse from my services, what should I do? + +Find answers to questions on reporting abusive behavior or illegal content in our [FAQ on OVHcloud support](/pages/account_and_service_management/account_information/faq-support). + +/// ## Go further - -Join our [community of users](/links/community). \ No newline at end of file + +Join our [community of users](/links/community). diff --git a/pages/account_and_service_management/account_information/faq-account-management/guide.en-us.md b/pages/account_and_service_management/account_information/faq-account-management/guide.en-us.md index 146e5b4f358..d7848d727da 100644 --- a/pages/account_and_service_management/account_information/faq-account-management/guide.en-us.md +++ b/pages/account_and_service_management/account_information/faq-account-management/guide.en-us.md @@ -1,40 +1,141 @@ --- title: OVHcloud account management FAQ excerpt: Find the most frequently asked questions about managing your OVHcloud account -updated: 2025-04-28 +updated: 2025-09-12 --- + + ## Objective Here are the most frequently asked questions about managing your OVHcloud account. -### How do I create an OVHcloud account? +## FAQ + +### Creating an OVHcloud account, loggin in, and securing it -Creating an account is free and simple. Your account is designed to give you easy access to your information, and help you manage your services. Click [here](/pages/account_and_service_management/account_information/ovhcloud-account-creation) to create an account. +/// details | How do I create an OVHcloud account? + +Creating an account is free. Your account is designed to give you easy access to your information, and help you manage your services. Click [here](/pages/account_and_service_management/account_information/ovhcloud-account-creation) to learn how to create an account. > [!success] > Once you have created an account, remember to secure it by configuring two-factor authentication. You can find more information in our guide [Securing your OVHcloud account with two-factor authentication](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa). -#### Tips and tricks +> [!success] +> You can’t find your country? Change the website language by clicking on the flag of your choice in the top right-hand corner. -You can’t find your country? Change the website language by clicking on the flag of your choice in the top right-hand corner. +/// -### Where can I find my OVHcloud username? +/// details | Where can I find my OVHcloud username? Your username or customer ID — also called a NIC handle — is located in the top right-hand corner of your last invoice. It looks like this: “aa00000-ovh” (the first letters are normally the initials of the person who created the account). This username is also included in all emails sent by OVHcloud (account creation confirmation email, order confirmations, renewal emails, etc.). If you have not yet found your username, you can click on the “Forgotten your username or password?” link on the login page for your [OVHcloud account](/links/manager), and enter the email address associated with your account. -#### Tips and tricks +> [!success] +> When you are logged into the OVHcloud Control Panel, you will find your username in the top right-hand corner, next to your name. + +/// + +/// details | How do I secure my account? + +There are several ways you can secure your account, such as: + +- the choice of a [complex password and its regular renewal](/pages/account_and_service_management/account_information/manage-ovh-password); +- adding a [two-factor authentication](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa); +- the configuration of a [restriction by IP](/pages/account_and_service_management/account_information/ovhcloud-control-panel-ip-restriction). + +To access all these options, log in to your [OVHcloud Control Panel](/links/manager), click on your name in the top right-hand corner, then `My Account`{.action}. + +Click on the `Security`{.action} tab to view them. + +And for more info, watch the [video](https://www.youtube.com/watch?v=odO58c4gJfc&list=PL0DynEzr_sE5MnOfJOpVJN-EhfMDWoqGS&index=24). + +/// -When you are logged into the OVHcloud Control Panel, you will find your username in the top right-hand corner, next to your name. +/// details | How do I enable two-factor authentication/2FA on my OVHcloud account? -### What do I do if I can't log in to my customer account? +You can enable one or more two-factor authentication methods to secure and control access to your Control Panel. You can find all the details in our guide “[Securing your OVHcloud account with two-factor authentication](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa)”. + +/// + +/// details | What do I do if I can't log in to my customer account? For various reasons — such as forgetting your password, losing access to your email address, or to your mobile phone for an SMS identification — you may not be able to log in to the OVHcloud Control Panel. If this happens to you, please follow [this guide](/products/account-and-service-management-account-information#login-failure), which is designed for resolving situations like this. -### How do I change my personal information? +/// + +/// details | How do I change my OVHcloud account password? + +Log in to your [OVHcloud Control Panel](/links/manager), click on your name in the top right-hand corner, then `My Account`{.action}. + +Click on the `Security`{.action} tab, then on the `Modify`{.action} button to the right of the **Password**. You can then change your current password. A security message will then appear, confirming that you are about to change your password. Once you have confirmed, you will receive an email (to the main email address entered in the account) containing the procedure to follow. + +You can find more information in our guide [Changing your account password](/pages/account_and_service_management/account_information/manage-ovh-password). + +> [!success] +> **Can't remember your password?** +> +> Go to the [login page for your Control Panel](/links/manager) and click `Forgot username or password?`{.action}. Enter your NIC handle or the primary email address associated with your OVHcloud account, then click `Submit`{.action}. An email is then sent to the account’s contact email address, to confirm the request. Please read the instructions carefully and click on the link in it. + +If you no longer have access to this address but have access to your alternate email address, create a [help ticket via the Help Center](https://help.ovhcloud.com/csm?id=csm_get_help) to replace your primary email address with the backup email address. + +If you do not have access to your email address, the OVHcloud Control Panel, or a backup email address, you will need to follow [this procedure](links/transversal/procedure-email-change). + +If you have forgotten your NIC handle, you can find it in the top right-hand corner of your last bill. It looks like this: "aa00000-ovh" (the first letters are usually the initials of the person who created the account). You will also find this ID in the email confirming that you have created your account, as well as in the emails of orders confirmation or renewal. + +/// + +/// details | Is there a limit to the number of times I can change the password for my OVHcloud account (via the “Forgot username or password?” option)? + +OVHcloud does not impose a limit on the number of password changes, you can change it as many times as you want. + +However, our system sends emails to your contact email address, and your email provider may block the email if you request many password changes within minutes. + +/// + +/// details | I have not enabled two-factor authentication on my account, but I am still being asked for a code. How do I disable this? + +Even if two-factor authentication is not enabled on your account, you may be asked to enter a verification code in order to confirm your identification. This is to protect your account and data and cannot be disabled. + +The security code will be sent to you by email **to the primary email address** you have entered into the account. + +If you cannot find this code, please check the spam email folder. + +> [!success] +> - Activating two-factor authentication on your account allows you to choose the device to use (phone, tablet, smartphone, U2F key) to receive an authentication code. More information is available in our guide [Securing your OVHcloud account with two-factor authentication](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa). +> - You can also set up additional security to restrict access to your OVHcloud account to one or more IP addresses. More information is available in our guide [Restrict IP access to your OVHcloud Control Panel](/pages/account_and_service_management/account_information/ovhcloud-control-panel-ip-restriction). + +/// + +/// details | How do I disable two-factor authentication/2FA on my OVHcloud account? + +If your device (mobile phone/smartphone/security key) used for two-factor authentication is lost, stolen or no longer works, you can: + +- use the active [backup codes](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa#codes) you saved; +- use another two-factor authentication device, if you have enabled several; +- [disable two-factor authentication](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa#deactivation). + +Check out the ["What do I do if I lose one of my devices, or if it stops working? "](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa#lost-device) or the ["Disabling two-factor authentication completely "](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa#deactivation) sections of our guide on two-factor authentication. + +/// + +### Managing your personal information + +/// details | How do I change my personal information? To view or change your personal details, click on your name in the top right-hand corner of your [OVHcloud Control Panel](/links/manager), then `Access my account`{.action}. @@ -44,138 +145,188 @@ In the `My profile` box, click on `Edit my profile`{.action}. > **Want to change the email address for your OVHcloud account?** > > A confirmation request will first be sent to the email address you currently have listed in the OVHcloud Control Panel. If you can no longer access this email address, you will need to wait 24 hours. After this period, the change will automatically be made. +> -### How do I add my telephone number correctly on my account? +/// -Your telephone number needs to be entered in its international format. +/// details | How do I access the contracts and general terms and conditions of service? -### Tips and tricks +You can view the contracts for your OVHcloud services directly in your [Control Panel](/links/manager). Once you have logged in, go to the `My account`{.action} menu, then click `View my contracts`{.action}. -For "07123456789", please enter "+44 7123456789". The "+44" is automatically added if you select United Kingdom as your country of residence. +You can also view the contracts on our website, via [this link](/links/terms-conditions-contracts). -#### Tips and tricks +This page contains all necessary information about our contracts, including the terms and conditions of our services. -If you can no longer access the contact email address, please follow this procedure. -If you have forgotten your username, you can find it in the top right-hand corner of your last invoice. It is sometimes referred to as a NIC handle, and resembles the following: “aa00000-ovh”. (the first letters are normally the initials of the person who created the account). This username is also provided in the confirmation email when you create your account, as well as in emails confirming or renewing an order. +/// -### How do I change contacts? -You can delegate the administrative, technical and billing management of your services to other OVHcloud customer accounts from the OVHcloud Control Panel. To do this, log in to the [OVHcloud Control Panel](/links/manager), click on your name in the top right-hand corner, then `My contacts`{.action}. +/// details | How does GDPR impact my personal data? -The service delegation must be validated via email both by the service administrator and the new contact. +To find out more about the impact of the General Data Protection Regulation (GPDR) on your business activity or personal data, we suggest you read these resources: -Before you make any changes, please ensure that all contact email addresses are valid, otherwise the request will not be successful. +- [OVHcloud and personal data protection](/links/transversal/personal-data-protection); +- [GDPR – Your questions answered](/links/transversal/personal-data-protection-faq). -If you would like to retrieve a domain name that you are the registered owner of from the registry (you can check this information on [www.ovh.co.uk/cgi-bin/tools/check_whois.pl](https://www.ovh.co.uk/cgi-bin/tools/check_whois.pl)), but you do not have access to the administrator customer account, please follow this procedure: [www.ovh.co.uk/cgi-bin/procedure/procedureChangeContacts.cgi](https://www.ovh.co.uk/cgi-bin/procedure/procedureChangeContacts.cgi) +/// -#### Tips and tricks +/// details | Can I change my OVHcloud ID (NIC Handle) manually? I would like other letters or numbers. -A full contact management guide is available here: [/pages/account_and_service_management/account_information/managing_contacts#access-contact-management](/pages/account_and_service_management/account_information/managing_contacts#access-contact-management) +The NIC handle cannot be changed, as it is linked to the information you provided when you created your OVHcloud account. The first two letters are usually the initials of the administrator's name, while subsequent digits are generated randomly. -### How do I set and change a billing contact? +Please note that you can still [create a new OVHcloud account](/pages/account_and_service_management/account_information/ovhcloud-account-creation). However, you will then need to manually transfer all your services to the new account by following the [contact change process](/pages/account_and_service_management/account_information/managing_contacts). -Log in to the [OVHcloud Control Panel](/links/manager), click on your name in the top right-hand corner, then `My contacts`{.action}. +// -> [!success] -> For further information about contact management, please read this detailed guide: [Managing contacts for your services](/pages/account_and_service_management/account_information/managing_contacts). +/// details | Can I change the subsidiary of my OVHcloud account? -### How do I secure my account? +If you have created an OVHcloud account in the wrong subsidiary, you can create a new account in the right subsidiary with the same personal information. -You can choose from several solutions to secure your account, such as: +However, you must associate a different contact email address, as it is not possible to have two different OVHcloud accounts with the same contact email address. -- choosing a complex password -- regular renewal of this password -- two-factor authentication +You can find more information on creating an OVHcloud account in our guide on [Creating an OVHcloud account](/pages/account_and_service_management/account_information/ovhcloud-account-creation). -For two-factor authentication by sending a code via SMS or through IP restriction (authorisation or refusal of access to certain addresses), you can add security rules from your Control Panel. To access to these options, log in to the [OVHcloud Control Panel](/links/manager), click on your name in the top right-hand corner, then `Access my account`{.action}. Click on `Security`{.action} to display them. +Once you have created your new OVHcloud account in the right subsidiary, you can follow the instructions in [this guide](/pages/account_and_service_management/account_information/managing_contacts) to move your services from one account to another. -And for more info, watch the [video](https://www.youtube.com/watch?v=odO58c4gJfc&list=PL0DynEzr_sE5MnOfJOpVJN-EhfMDWoqGS&index=24). +If you have an OVHcloud account in our Canadian infrastructure (i.e. in a country outside of Europe), you will not be able to move services between accounts. In this case, you will need to order new services in the new account, and migrate your content manually, if required. + +For more information, please contact our support team by creating a [support ticket via the OVHcloud Help Center](https://help.ovhcloud.com/csm?id=csm_get_help). -### How do I enable two-factor authentication/2FA on my OVHcloud account? +/// -After you have created your OVHcloud customer account, we recommend securing your personal data by enabling two-factor authentication. To do this, log in to the [OVHcloud Control Panel](/links/manager), click on your name in the top right-hand corner, then `Access my account`{.action}. +/// details | How do I delete my OVHcloud account? -Next, click `Security`{.action}. To enable 2FA, you can use several authentication options: +Closing your OVHcloud customer account and deleting your personal data is only possible if: -- By SMS, via a security code -- From a mobile application compatible with Android, iPhone and Windows mobile -- Using a U2F-compatible security key +1. You no longer have any services listed in the [My services](https://www.ca.ovh.com/manager/dedicated/#/billing/autoRenew) section. Otherwise, you will need to request their termination and wait for their deletion. +2. You do not have any invoices awaiting payment. Otherwise, you will need to pay for them by clicking the `Pay immediately`{.action} button in the bulk actions section of the [My bills](https://www.ca.ovh.com/manager/#/dedicated/billing/history) page. +3. You have no pending orders. Check it on [this page](https://www.ca.ovh.com/manager/#/dedicated/billing/orders/orders). +4. Your prepaid account has no credit balance. Check it on [this page](https://www.ca.ovh.com/manager/#/dedicated/billing/payment/ovhaccount). -For further information, please refer to our [guide](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa). +If the above conditions are met, you can request to delete your OVHcloud account and the related data by following these steps: -### How do I disable two-factor authentication/2FA on my OVHcloud account? +1. Log in to the [OVHcloud Help Centre](https://help.ovhcloud.com/csm?id=csm_get_help). +2. Click the `Create ticket`{.action} button. +3. Select the reason `Manage your OVHcloud customer account`{.action}. +4. Specify `I want to close my OVHcloud account`{.action} and follow the steps described. -If you would like to disable the two-factor authentication method you have set up, please log in to the [OVHcloud Control Panel](/links/manager), click on your name in the top right-hand corner, then `Access my account`{.action}. +/// -Next, click `Security`{.action}. +### Managing your notifications and logs -You can then disable the various security devices one by one.  -However, if you no longer have access to the OVHcloud Control Panel because you have lost your two-factor authentication device, please contact OVHcloud support so that an advisor can manually disable the device. They will request supporting documents from you in order to proceed with this. +/// details | Can I receive all OVHcloud notifications on several email addresses? -### What do I do if my OVHcloud account has been hacked? +Unfortunately, it is not possible to send communication emails to multiple addresses. -If your OVHcloud account has been fraudulently used (identity, payment method, etc.), we strongly recommend filing a complaint as soon as possible with your local police force. +However, in your [OVHcloud Control Panel](/links/manager), you can configure a backup email address, which will not be used to send all of our communications (renewals, service deletions, etc.). -Once you have filed it, you will need to send us a copy of the documentation. We can then start our internal processes. +This backup email address is useful if you lose access to your primary email address, as this would prevent you from logging in to the OVHcloud Control Panel. -Your NIC handle (Customer ID) will then be blocked. Services that were fraudulently ordered will be deleted and automatically refunded. +// -Finally, in order to regain control of your customer account, we may ask you to change your email address and/or password via this link: [www.ovh.co.uk/cgi-bin/en/procedure/procedureChangeEmail.cgi](https://www.ovh.co.uk/cgi-bin/en/procedure/procedureChangeEmail.cgi) +/// details | I have received a notification from you in another language. How do I fix this? -### I have received an email that appears to be a phishing scam impersonating OVHcloud, how do I report it for verification? +You can change the language of our automated emails by following these steps: -To identify and report a phishing email or SMS, please refer to our [dedicated guide](/pages/account_and_service_management/account_information/phishing_care) +1. Log in to your [OVHcloud Control Panel](/links/manager). +1. Then go to [OVHcloud Help Centre](https://help.ovhcloud.com/csm?id=csm_get_help). +1. Click `Log in to Help Centre`{.action} and confirm your login. +1. Click on the flag in the top right of the Help Center and select the country/region corresponding to the language you want. +1. Click `Log out of Help Centre`{.action}. -### How do I report abusive behaviour or illegal content from services hosted by OVHcloud that I am a victim of? +Afterwards, the next automatic email notifications will be sent in the language you want. -You can report any abusive behaviour or illegal content on the dedicated OVHcloud platform [www.ovh.com/abuse/](https://www.ovh.com/abuse/). Select the category concerned, then enter the fields requested. +/// -Only logs and technical elements can be sent to the owner of the service concerned. Please do not include any personal data in these fields. +/// details | Can I see all the actions taken from the Control Panel? Are there any logs? -### After abuse has been reported, what happens to my report? +Yes, you can access the logs of the actions carried out on your account. -Your report will be processed as soon as possible by OVHcloud’s legal team. Your complaint will be analysed, and we will provide you with further details. If any of our customers’ abusive behaviour is proven, we will inform you and take the necessary measures with the people concerned to put an end to it as soon as possible. +To do this, you will need to log in to the [OVHcloud API](/links/api) using the guide [First Steps with the OVHcloud APIs](/pages/manage_and_operate/api/first-steps). Once you have logged in, you can use the following API call to retrieve the log ID: -### OVHcloud has sent me an email flagging potential abuse from my services, what should I do? +> [!api] +> +> @api {v1} /me GET /me/api/logs/self +> -If abusive behaviour has been reported to us or detected by our teams, you will receive an email from an email address with the following format: ticket+"ticket-number"@abuse.ovh.net. +You will then get a list of log IDs. Next, you can use the following API call to retrieve the details of a specific log: -In view of the additional information provided to you in this email, we will ask you to conduct an investigation in order to stop the abusive behaviour and/or remove any illegal content. +> [!api] +> +> @api {v1} /me GET /me/api/logs/self/{logId} +> -To ensure that your services are not being controlled by a third party (e.g. following a hacking incident), we recommend checking that your services are secure: +Replace `{logId}` with the actual log ID of the log you want to view. This will allow you to access the log and view the actions carried out from the Control Panel. -- [Secure your OVHcloud account and manage your personal information](/pages/account_and_service_management/account_information/all_about_username) -- [Change your account password](/pages/account_and_service_management/account_information/manage-ovh-password) -- [Secure your OVHcloud account with two-factor authentication](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa) -- [How to secure your website](/pages/web_cloud/web_hosting/secure_your_website) -- [Secure a VPS](/pages/bare_metal_cloud/virtual_private_servers/secure_your_vps) -- [Secure a dedicated server](/pages/bare_metal_cloud/dedicated_servers/securing-a-dedicated-server) +/// -### If abuse is detected on one of my OVHcloud services, how can I avoid a suspension? +### Delegating access to your services -Once you have carried out the required actions yourself, you will need to reply directly to the email sent to you by our Abuse team, specifying the measures you have taken. -A member of our team will reply as soon as possible. +/// details | How do I change contacts? -### I replied to the OVHcloud Abuse team, but my service is still blocked. What should I do? +You can delegate the administrative, technical and billing management of your services to other OVHcloud customer accounts from the OVHcloud Control Panel. To do this, log in to the [OVHcloud Control Panel](/links/manager), click on your name in the top right-hand corner, then `My contacts`{.action}. -From the OVHcloud Control Panel, you can open a support ticket to [OVHcloud Help Center](https://help.ovhcloud.com/csm?id=csm_get_help) for further information on how to process your Abuse ticket. To make your request easier to process, please ensure that you include the reference to this Abuse ticket in your support request. +The service delegation must be validated via email both by the service administrator and the new contact. -### How do I delete my OVHcloud account? +Before you make any changes, please ensure that all contact email addresses are valid, otherwise the request will not be successful. -Closing your OVHcloud customer account and deleting your personal data is only possible if: +If you would like to retrieve a domain name that you are the registered owner of from the registry (you can check this information using our own [whois tool](/links/web/domains-whois)), but you do not have access to the administrator customer account, please follow [this procedure](/links/transversal/procedure-contact-change) -1. You no longer have any services listed in the “[My services](https://www.ovh.com/manager/dedicated/#/billing/autoRenew)” section. Otherwise, you will need to request their termination and wait for their deletion. -2. You do not have any invoices awaiting payment. Otherwise, you will need to pay for them by clicking the `Pay immediately`{.action} button in the bulk actions section of the “[My bills](https://www.ovh.com/manager/#/dedicated/billing/history)” page. -3. You have no pending orders. Check it on [this page](https://www.ovh.com/manager/#/dedicated/billing/orders/orders). -4. Your prepaid account has no credit balance. Check it on [this page](https://www.ovh.com/manager/#/dedicated/billing/payment/ovhaccount). +> [!success] +> A full contact management guide is available here: [/pages/account_and_service_management/account_information/managing_contacts#access-contact-management](/pages/account_and_service_management/account_information/managing_contacts#access-contact-management) -If the above conditions are met, you can request to delete your OVHcloud account and the related data by following these steps: +/// -1. Log in to the [OVHcloud Help Center](https://help.ovhcloud.com/csm?id=csm_get_help). -2. Click the `Create ticket`{.action} button. -3. Select the reason `Manage your OVHcloud customer account`{.action}. -4. Specify `I want to close my OVHcloud account`{.action} and follow the steps described. +/// details | How do I set and change a billing contact? + +Log in to the [OVHcloud Control Panel](/links/manager), click on your name in the top right-hand corner, then `My contacts`{.action}. + +> [!success] +> For further information about contact management, please read this detailed guide: [Managing contacts for your services](/pages/account_and_service_management/account_information/managing_contacts). + +/// + +/// details | I want to move all my services to another OVHcloud account, how can I do it all at once? + +To transfer all your services to another OVHcloud account, we recommend that you [contact our technical support directly](https://help.ovhcloud.com/csm?id=csm_get_help). Our teams will be able to guide you through the process and assist you in the mass transfer of your services to the new account. + +/// + +### Reporting abusive/illegal activity or hacking + +/// details | What do I do if my OVHcloud account has been hacked? + +If your OVHcloud account has been fraudulently used (identity, payment method, etc.), we strongly recommend filing a complaint as soon as possible with your local police force. + +Once you have filed it, you will need to send us a copy of the documentation. We can then start our internal processes. + +Contact OVHcloud support by phone: + +- Ireland: +353 (0) 1 691 72 83 + +Your NIC handle (Customer ID) will then be blocked. Services that were fraudulently ordered will be deleted and automatically refunded. + +Finally, in order to regain control of your customer account, we may ask you to change your email address and/or password via [this link](/links/transversal/procedure-email-change). + +/// + +/// details | I have received an email that appears to be a phishing scam impersonating OVHcloud, how do I report it for verification? + +To identify and report a phishing email or SMS, please refer to our [dedicated guide](/pages/account_and_service_management/account_information/phishing_care) + +/// + +/// details | How do I report abusive behaviour or illegal content from services hosted by OVHcloud that I am a victim of? + +Find answers to questions on reporting abusive behavior or illegal content in our [FAQ on OVHcloud support](/pages/account_and_service_management/account_information/faq-support). + +/// + +/// details | OVHcloud has sent me an email flagging potential abuse from my services, what should I do? + +Find answers to questions on reporting abusive behavior or illegal content in our [FAQ on OVHcloud support](/pages/account_and_service_management/account_information/faq-support). + +/// ## Go further - -Join our [community of users](/links/community). \ No newline at end of file + +Join our [community of users](/links/community). diff --git a/pages/account_and_service_management/account_information/faq-account-management/guide.fr-ca.md b/pages/account_and_service_management/account_information/faq-account-management/guide.fr-ca.md index ffc4ac6a0be..01115fe747c 100644 --- a/pages/account_and_service_management/account_information/faq-account-management/guide.fr-ca.md +++ b/pages/account_and_service_management/account_information/faq-account-management/guide.fr-ca.md @@ -1,175 +1,318 @@ --- title: FAQ sur la gestion du compte OVHcloud excerpt: Retrouvez les questions les plus fréquemment posées sur la gestion du compte OVHcloud -updated: 2025-04-28 +updated: 2025-09-12 --- + + ## Objectif Retrouvez ici les questions les plus fréquemment posées sur la gestion de votre compte OVHcloud. -### Comment créer un compte OVHcloud ? +## FAQ + +### Créer un compte OVHcloud, s'y connecter et le sécuriser + +/// details | Comment créer un compte OVHcloud ? La création d'un compte est gratuite. Cet espace facilite l'accès à vos informations et permet de gérer vos services. Consultez notre guide [Créer un compte OVHcloud](/pages/account_and_service_management/account_information/ovhcloud-account-creation). > [!success] -> Une fois votre compte créé, pensez à le sécuriser en configurant une double authentification. Retrouvez plus d'informations dans notre guide [Sécuriser son compte OVHcloud avec la double authentification](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa). +> Une fois votre compte créé, pensez à le sécuriser en configurant une double authentification. Retrouvez plus d'informations dans notre guide «[Sécuriser son compte OVHcloud avec la double authentification](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa)». -#### Trucs et astuces +/// -Vous ne trouvez pas votre pays ? Modifiez la langue du site, en cliquant en haut à droite sur le drapeau de votre choix. -### Où trouver mon identifiant OVHcloud ? +/// details | Comment sécuriser mon compte ? -Votre identifiant client, appelé également NIC-handle, est présent en haut à droite de votre dernière facture. Il est composé de la manière suivante : « aa00000-ovh » (les premières lettres sont généralement les initiales de la personne qui a créé le compte). Cet identifiant est aussi indiqué dans tous les e-mails envoyés par OVHcloud (email de confirmation de création du compte, e-mails de confirmation ou de renouvellement de commande,...) +Plusieurs solutions s'offrent à vous pour sécuriser votre compte, telles que : -Si vous n’avez toujours pas retrouvé votre identifiant, vous avez la possibilité de cliquer sur le lien « Identifiant ou mot de passe oubliés » présent sur la page de [connexion au compte OVHcloud](/links/manager) en renseignant l’adresse e-mail associée à votre compte. +- le choix d'un [mot de passe complexe et son renouvellement régulier](/pages/account_and_service_management/account_information/manage-ovh-password) ; +- l'ajout d'une [double authentification](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa) ; +- la configuration d'une [restriction par IP](/pages/account_and_service_management/account_information/ovhcloud-control-panel-ip-restriction). -> [!success] -> À tout moment, lorsque vous êtes connecté à votre espace client, vous pouvez retrouver votre identifiant en haut à droite, en cliquant sur votre nom. +Pour accéder à toutes ces options, connectez-vous à votre [espace client OVHcloud](/links/manager), cliquez sur votre nom en haut à droite, puis sur `Mon Compte`{.action}. -### Que faire si je ne parviens pas à me connecter à mon compte client ? +Cliquez sur l'onglet `Sécurité`{.action} pour les afficher. -Vous avez oublié votre mot de passe ? Vous n'avez plus accès à votre adresse e-mail ? Vous avez configuré une double authentification mais votre téléphone est cassé/perdu/volé ? -Pour tous ces cas de figure, consultez [cette documentation](/pages/account_and_service_management/account_information/ovhcloud-account-login#login-failure) qui vous permettra de connaître les démarches appropriées. +/// -### Comment modifier mes informations personnelles ? +/// details | Comment activer la double authentification (2FA) sur mon compte OVHcloud ? -Pour visualiser ou modifier vos coordonnées, connectez-vous à votre [espace client OVHcloud](/links/manager), cliquez sur votre nom en haut à droite, puis sur `Mon Compte`{.action}. +Vous pouvez activer une ou plusieurs méthodes de double authentification afin de sécuriser et de contrôler l'accès à votre espace client. Retrouvez tous les détails dans notre guide «[Sécuriser son compte OVHcloud avec la double authentification](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa)». -Cliquez alors sur `Éditer mon profil`{.action}, dans le cadre `Mon profil`. +/// -#### Trucs et astuces +/// details | Que faire si je ne parviens pas à me connecter à mon compte client ? -Vous voulez modifier l'adresse e-mail de votre compte OVHcloud ? Une demande de confirmation sera d'abord envoyée à l'e-mail actuellement renseigné dans votre espace client. Si vous n'avez plus accès à cette adresse, il vous suffira de patienter 24 heures. Passé ce délai, la modification sera automatiquement prise en compte. +Vous avez oublié votre mot de passe ? Vous n'avez plus accès à votre adresse e-mail ? Vous avez configuré une double authentification mais votre téléphone est cassé/perdu/volé ? +Pour tous ces cas de figure, consultez [cette documentation](/pages/account_and_service_management/account_information/ovhcloud-account-login#login-failure) qui vous permettra de connaître les démarches appropriées. -### Comment bien renseigner mon numéro de téléphone lors de la création de mon compte ? +/// -Vous devez entrer votre numéro de téléphone au format international. +/// details | Comment modifier le mot de passe de mon compte OVHcloud ? -#### Trucs et astuces +Connectez-vous à votre [espace client OVHcloud](/links/manager), cliquez sur votre nom en haut à droite, puis sur `Mon Compte`{.action}. -Pour le « 06 12 34 56 78 », renseignez donc « +33 612345678 ». Le « + 33 » est ajouté automatiquement en sélectionnant la France comme pays de résidence. +Cliquez sur l'onglet `Sécurité`{.action}, puis sur le bouton `Modifier`{.action} situé à droite de la mention **Mot de passe**. Vous pouvez alors modifier votre mot de passe actuel. Un message de sécurité apparaît alors pour vous informer que vous êtes sur le point d'effectuer un changement de mot de passe. A la suite de votre confirmation, vous allez recevoir (à l'adresse mail principale renseignée dans le compte) un e-mail contenant la procédure à suivre. -### Comment modifier mon mot de passe OVHcloud ? +Retrouvez plus d'informations dans notre guide «[Modifier le mot de passe de votre compte](/pages/account_and_service_management/account_information/manage-ovh-password)». -Rendez-vous sur la page de connexion de votre espace client et sélectionnez « Identifiant ou mot de passe oublié ». Renseignez votre identifiant ou l’adresse e-mail principale associée à votre compte OVHcloud, puis cliquez sur « Envoyer ». Un e-mail est alors expédié à l’adresse de contact du compte, afin de confirmer la demande. Lisez attentivement les instructions et cliquez sur le lien qu’il contient. +> [!success] +> **Vous ne vous rappelez plus de votre mot de passe ?** +> +> Rendez-vous sur la [page de connexion à votre espace client](/links/manager) et cliquez sur `Identifiant ou mot de passe oublié`{.action}. Renseignez votre identifiant ou l’adresse e-mail principale associée à votre compte OVHcloud, puis cliquez sur `Envoyer`{.action}. Un e-mail est alors envoyé à l’adresse e-mail de contact du compte, afin de confirmer la demande. Lisez attentivement les instructions et cliquez sur le lien qu’il contient. -#### Trucs et astuces +Si vous n'avez plus accès à cette adresse mais que vous avez accès votre adresse e-mail de secours, créez un [ticket d'assistance via le centre d'aide](https://help.ovhcloud.com/csm?id=csm_get_help) afin de remplacer votre adresse e-mail principale par l'adresse e-mail de secours. -Si vous n’avez plus accès à l'adresse e-mail de contact, nous vous invitons à remplir cette [procédure](https://www.ovh.com/ca/fr/support/procedures/). -Si vous avez oublié votre identifiant client, vous pouvez le retrouver en haut à droite de votre dernière facture. Il est composé de la manière suivante : « aa00000-ovh » (les premières lettres sont généralement les initiales de la personne qui a créé le compte). Cet identifiant est aussi indiqué dans l’e-mail de confirmation de création du compte, ainsi que dans les e-mails de confirmation ou de renouvellement de commande. +Si vous n'avez accès ni à votre adresse e-mail, ni à votre espace client, ou que vous n'avez pas d'adresse e-mail de secours, il vous faudra suivre [cette procédure](/links/transversal/procedure-email-change). -### Comment changer les contacts ? +Si vous avez oublié votre identifiant client, vous pouvez le retrouver en haut à droite de votre dernière facture. Il ressemble à ceci : « aa00000-ovh » (les premières lettres sont généralement les initiales de la personne qui a créé le compte). Cet identifiant est aussi indiqué dans l’e-mail de confirmation de création du compte, ainsi que dans les e-mails de confirmation ou de renouvellement de commande. -Vous avez la possibilité de déléguer à d’autres comptes clients OVHcloud la gestion administrative, technique et facturation de vos services depuis votre espace client. Pour cela, connectez-vous à votre [espace client OVHcloud](/links/manager), cliquez sur votre nom en haut à droite, puis sur `Mes contacts`{.action}. +/// -La délégation de service devra être validée par e-mail à la fois par l’administrateur du service, et le nouveau contact. +/// details | Existe-t-il une limite au nombre de fois où je peux modifier le mot de passe de mon compte OVHcloud (via l'option « Identifiant ou mot de passe oublié ») ? -Avant toute modification, assurez-vous donc que toutes les adresses e-mail de contact sont valides, sans quoi la demande ne pourra aboutir. +OVHcloud n'impose pas de limite au nombre de changements de mot de passe, vous pouvez le modifier autant de fois que vous le souhaitez. -Si vous souhaitez récupérer un nom de domaine dont vous êtes le propriétaire enregistré auprès du registre (vous pouvez vérifier ces informations sur ), mais que vous n’avez pas accès au compte client administrateur, nous vous invitons à suivre cette [procédure](https://www.ovh.com/fr/cgi-bin/fr/procedure/procedureChangeContacts.cgi). +Cependant, notre système envoie les e-mails à votre adresse e-mail de contact et il est possible que votre fournisseur de messagerie bloque le courrier si vous demandez de nombreux changements de mot de passe en quelques minutes. -> [!success] -> Un guide complet sur la gestion des contacts est disponible [ici](/pages/account_and_service_management/account_information/managing_contacts). +/// -### Comment paramétrer ou modifier un contact de facturation ? +/// details | Je n'ai pas activé la double authentification sur mon compte mais on me demande quand même un code. Comment désactiver cela ? -Connectez-vous à votre [espace client OVHcloud](/links/manager), cliquez sur votre nom en haut à droite, puis sur `Mes contacts`{.action}. +Même si la double authentification n'est pas activée sur votre compte, un code de vérification peut vous être demandé afin de valider votre identification. Cette mesure vise à protéger votre compte et vos données et il n'est pas possible de la désactiver. + +Le code de sécurité vous est envoyé par e-mail **sur l'adresse principale** que vous avez renseignée sur le compte. + +Si vous ne retrouvez pas ce code, pensez à vérifier les dossiers « spam » / « courrier indésirable » de votre adresse e-mail. > [!success] -> Si vous souhaitez en savoir plus sur la gestion des contacts, nous vous invitons à consulter ce guide détaillé : [« Gérer les contacts de ses services »](/pages/account_and_service_management/account_information/managing_contacts). +> - Activer la double authentification sur votre compte vous permet de choisir le périphérique à utiliser (téléphone, tablette, smartphone, clé U2F) pour recevoir un code d'authentification. Plus d'informations dans notre guide « [Sécuriser son compte OVHcloud avec la double authentification](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa) ». +> - Vous pouvez également mettre en place une sécurité supplémentaire pour restreindre l'accès votre compte OVHcloud à une ou plusieurs adresses IP. Plus d'informations dans notre guide « [Restreindre l'accès par IP à votre espace client OVHcloud](/pages/account_and_service_management/account_information/ovhcloud-control-panel-ip-restriction) ». -### Comment sécuriser mon compte ? +/// -Plusieurs solutions s'offrent à vous pour sécuriser votre compte telles que : +/// details | Comment désactiver la double authentification (2FA) sur mon compte OVHcloud ? -- le choix d'un [mot de passe complexe et son renouvellement régulier](/pages/account_and_service_management/account_information/manage-ovh-password) ; -- l'ajout d'une [double authentification](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa) ; -- la configuration d'une [restriction par IP](/pages/account_and_service_management/account_information/ovhcloud-control-panel-ip-restriction). +Si votre périphérique (téléphone mobile / smartphone / clé de sécurité) utilisé pour la double authentification est perdu, volé ou ne fonctionne plus, vous pouvez : -Pour accéder à toutes ces options, connectez-vous à votre [espace client OVHcloud](/links/manager), cliquez sur votre nom en haut à droite, puis sur `Mon Compte`{.action}. +- utiliser [les code de secours](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa#codes) actifs que vous avez sauvegardés ; +- utiliser un autre périphérique de double authentification à votre disposition, si vous en avez activé plusieurs ; +- [désactiver la double authentification](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa#desactivation). -Cliquez sur l'onglet `Sécurité`{.action} pour les afficher. +Consultez la partie [« Que faire si l'un de mes périphériques est perdu/volé ou cesse de fonctionner ? »](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa#lost-device) ou la partie [« Désactiver complètement la double authentification »](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa#desactivation) de notre guide sur la double authentification. + +/// -Et pour plus d'informations, visualisez la [vidéo](https://www.youtube.com/watch?v=odO58c4gJfc&list=PL0DynEzr_sE5MnOfJOpVJN-EhfMDWoqGS&index=24). +### Gérer ses informations personnelles -### Comment activer la double authentification/2FA d'OVHcloud? +/// details | Comment modifier mes informations personnelles ? -Vous pouvez activer une ou plusieurs méthodes de double authentification afin de sécuriser et de contrôler l'accès à votre espace client. Retrouvez tous les détails dans notre guide [Sécuriser son compte OVHcloud avec la double authentification](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa). +Pour visualiser ou modifier vos coordonnées, connectez-vous à votre [espace client OVHcloud](/links/manager), cliquez sur votre nom en haut à droite, puis sur `Mon Compte`{.action}. -### Comment désactiver la double authentification/2FA d'OVHcloud? +Cliquez alors sur `Éditer mon profil`{.action}, dans le cadre `Mon profil`. -Si vous souhaitez désactiver la double authentification que vous avez mise en place, connectez-vous à votre [espace client OVHcloud](/links/manager), cliquez sur votre nom en haut à droite, puis sur `Mon Compte`{.action}. +> [!success] +> **Vous souhaitez modifier l'adresse e-mail de votre compte OVHcloud ?** +> +> Une demande de confirmation vous sera d'abord envoyée à l'adresse e-mail que vous avez actuellement renseignée dans votre espace client. Si vous ne parvenez plus à accéder à cette adresse e-mail, un délai de 24 heures est nécessaire. Passé ce délai, le changement sera automatiquement effectué. +> -Cliquez ensuite sur l'onglet `Sécurité`{.action}. +/// -Vous aurez la possibilité de désactiver les différents périphériques de sécurisation un par un.  +/// details | Comment accéder aux contrats et conditions générales de services ? -Si toutefois vous n'avez plus accès à votre espace client car vous avez perdu votre périphérique de double authentification, nous vous invitons à contacter le support OVHcloud afin qu'un conseiller désactive manuellement le dispositif sur présentation de justificatifs. +Vous pouvez retrouver les contrats de vos services OVHcloud directement dans votre [espace client](/links/manager). Une fois connecté, rendez-vous dans le menu `Mon compte`{.action} puis cliquez sur `Voir mes contrats`{.action}. -### Que faire si mon compte OVHcloud a été piraté ? +Vous pouvez également consulter les contrats sur notre site, via [ce lien](/links/terms-conditions-contracts). -En cas d’usage frauduleux de votre compte OVHcloud (identité, moyen de paiement…), nous vous invitons à déposer une préplainte le plus rapidement possible auprès de la préfecture de police. +Cette page contient toutes les informations nécessaires concernant nos contrats, y compris les termes et conditions de nos services. -Par la suite, la préfecture de police vous contactera directement afin de fixer un rendez-vous et ainsi finaliser la procédure. Dès que la plainte sera en votre possession, vous devrez nous en envoyer une copie. Celle-ci permettra de lancer nos démarches internes. +/// -Votre identifiant client sera alors bloqué. Quant aux services souscrits frauduleusement, ils seront supprimés et remboursés automatiquement. -### J'ai reçu un e-mail qui semble être du phishing usurpant l'identité d'OVHcloud, comment le signaler pour vérification ? +/// details | Quels sont les impacts du RGPD sur mes données personnelles ? -Pour identifier et signaler un e-mail ou un SMS de phishing, consultez notre [guide dédié](/pages/account_and_service_management/account_information/phishing_care). +Pour mieux connaître les impacts du règlement général sur la protection des données (RGPD) sur votre activité professionnelle ou vos informations personnelles, nous vous proposons de consulter ces ressources : -### Comment signaler un comportement abusif ou du contenu illicite provenant de services hébergés par OVHcloud et dont je suis victime ? +- [OVHcloud et la protection des données à caractère personnel](/links/transversal/personal-data-protection) ; +- [RGPD : les questions que vous vous posez](/links/transversal/personal-data-protection-faq). -Vous pouvez signaler tout comportement abusif ou contenu illicite sur la plateforme OVHcloud [www.ovh.com/abuse/](https://www.ovh.com/abuse/) dédiée à cet effet. Sélectionnez la catégorie concernée puis renseignez les champs demandés. +/// -Seul les logs et éléments techniques peuvent être transmis au titulaire du service incriminé. Veuillez donc à ne pas inclure de données personnelles dans ces champs. +/// details | Puis-je changer manuellement mon identifiant client ? J'aimerais d'autres lettres ou chiffres. -### Suite à la déclaration d'un abus, que devient mon signalement ? +L'identifiant client ne peut pas être modififé car il est lié aux informations fournies lors de la création de votre compte OVHcloud. Les deux premières lettres correspondent généralement aux initiales du nom de l'administrateur, tandis que les chiffres suivants sont générés aléatoirement. -Votre signalement sera traité dans les meilleurs délais par le service juridique d'OVHcloud. Votre plainte sera analysée et en fonction nous vous communiquerons des précisions supplémentaires. Si le comportement abusif d’un de nos clients est avéré, nous vous en informerons et ferons le nécessaire auprès des personnes concernées pour y mettre fin au plus vite. +Sachez que vous avez néanmoins la possibilité de [créer un nouveau compte OVHcloud](/pages/account_and_service_management/account_information/ovhcloud-account-creation). Cependant, vous devrez ensuite transférer manuellement tous vos services vers le nouveau compte en suivant le [processus de changement de contacts](/pages/account_and_service_management/account_information/managing_contacts). -### OVHcloud m'a envoyé un email stipulant un éventuel comportement abusif de ma part, que dois-je faire ? +/// -Si un comportement abusif nous a été rapporté ou a été constaté par nos équipes, vous recevrez un e-mail provenant d'une adresse e-mail au format « ticket+"numéro-de-ticket"@abuse.ovh.net ». +/// details | Est-ce que je peux changer la filiale de mon compte OVHcloud ? -Compte tenu des éléments complémentaires qui vous seront précisés dans cet email, nous vous demanderons de procéder à une investigation afin de remédier au comportement abusif et/ou de supprimer tout contenu illicite. +Si vous avez créé un compte OVHcloud dans une mauvaise filiale, vous pouvez créer un nouveau compte dans la bonne filiale avec les mêmes informations personnelles. -Pour vous assurer que vos services ne sont pas sous le contrôle d'un tiers (par exemple suite à un piratage), nous vous recommandons de vérifier la sécurisation de vos services : +Cependant, vous devez associer une adresse e-mail de contact différente, car il n'est pas possible d'avoir deux comptes OVHcloud différents avec la même adresse e-mail de contact. -- [Sécuriser mon compte OVHcloud et gérer mes informations personnelles](/pages/account_and_service_management/account_information/all_about_username) -- [Modifier le mot de passe de votre compte](/pages/account_and_service_management/account_information/manage-ovh-password) -- [Sécuriser son compte OVHcloud avec la double authentification](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa) -- [Comment sécuriser votre site Web ?](/pages/web_cloud/web_hosting/secure_your_website) -- [Sécuriser un VPS](/pages/bare_metal_cloud/virtual_private_servers/secure_your_vps) -- [Sécuriser un serveur dédié](/pages/bare_metal_cloud/dedicated_servers/securing-a-dedicated-server) +Vous trouverez des informations complémentaires sur la création d'un compte OVHcloud dans notre guide « [Créer un compte OVHcloud](/pages/account_and_service_management/account_information/ovhcloud-account-creation) ». -### En cas d'identification d'un éventuel abus sur l'un de mes services OVHcloud, comment éviter une suspension ? +Une fois que vous avez créé votre nouveau compte OVHcloud dans la bonne filiale, vous pouvez suivre les instructions de [ce guide](/pages/account_and_service_management/account_information/managing_contacts) pour déplacer vos services d'un compte à un autre. -Une fois les actions nécessaires effectuées par vos soins, répondez directement à l’e-mail qui vous a été envoyé par notre service Abuse, en précisant les mesures que vous avez prises. -Un membre de notre équipe vous répondra alors dès que possible. +Si vous possédez un compte OVHcloud dans notre infrastructure canadienne (c'est à dire dans un pays en dehors de l'Europe), vous ne pourrez pas déplacer de services entre les comptes. Dans ce cas, il sera nécessaire de commander de nouveaux services dans le nouveau compte et de migrer manuellement vos contenus, si nécessaire. -### J’ai répondu au service abuse OVHcloud mais mon service est toujours bloqué. Que puis-je faire ? +Pour toute information complémentaire, contactez notre support en créant un [ticket d'assistance depuis le centre d'aide OVHcloud](https://help.ovhcloud.com/csm?id=csm_get_help). -Vous pouvez, depuis votre espace client OVHcloud, ouvrir une demande d’assistance auprès du [Centre d'aide OVHcloud](https://help.ovhcloud.com/csm?id=csm_get_help) afin d’obtenir des informations complémentaires sur le traitement de votre ticket Abuse. Pour faciliter le traitement de votre demande, veillez à bien mentionner la référence de ce ticket Abuse dans votre demande d’assistance. +/// -### Comment supprimer mon compte OVHcloud ? +/// details | Comment supprimer mon compte OVHcloud ? La fermeture de votre compte client OVHcloud et la suppression de vos données personnelles n'est possible que si : -1. Vous n'avez plus de services visibles dans la section « [Mes Services](https://www.ovh.com/manager/dedicated/#/billing/autoRenew) ». Dans le cas contraire, vous devrez dans un premier temps demander leur résiliation et attendre leur suppression. -2. Vous n'avez pas de factures en attente de paiement. Dans le cas contraire, vous devez procéder à leur règlement en cliquant sur le bouton `Régler immédiatement`{.action} dans les actions de masses de la page « [Mes factures](https://www.ovh.com/manager/#/dedicated/billing/history) ». -3. Vous n'avez pas de commande en cours. Vérifiez-le sur [cette page](https://www.ovh.com/manager/#/dedicated/billing/orders/orders). -4. Votre compte prépayé n'est pas positif. Vérifiez-le sur [cette page](https://www.ovh.com/manager/#/dedicated/billing/payment/ovhaccount). +1. Vous n'avez plus de services visibles dans la section « [Mes Services](https://www.ca.ovh.com/manager/dedicated/#/billing/autoRenew) ». Dans le cas contraire, vous devrez dans un premier temps demander leur résiliation et attendre leur suppression. +2. Vous n'avez pas de factures en attente de paiement. Dans le cas contraire, vous devez procéder à leur règlement en cliquant sur le bouton `Régler immédiatement`{.action} dans les actions de masses de la page « [Mes factures](https://www.ca.ovh.com/manager/#/dedicated/billing/history) ». +3. Vous n'avez pas de commande en cours. Vérifiez-le sur [cette page](https://www.ca.ovh.com/manager/#/dedicated/billing/orders/orders). +4. Votre compte prépayé n'est pas positif. Vérifiez-le sur [cette page](https://www.ca.ovh.com/manager/#/dedicated/billing/payment/ovhaccount). Si les conditions ci-dessus sont remplies, vous pouvez demander à supprimer votre compte OVHcloud et les données liées en suivant ces étapes : -1. Connectez-vous au [Centre d'aide OVHcloud](https://help.ovhcloud.com/csm?id=csm_get_help) +1. Connectez-vous au [centre d'aide OVHcloud](https://help.ovhcloud.com/csm?id=csm_get_help). 2. Cliquez sur le bouton `Créer un ticket`{.action}. 3. Sélectionnez le motif `Gérez votre compte client OVHcloud`{.action}. 4. Précisez `Je veux fermer mon compte client OVHcloud`{.action} et suivez les étapes décrites. +/// + +### Gérer ses notifications et ses logs + +/// details | Est-ce que je peux recevoir toutes les notifications d’OVHcloud sur plusieurs adresses e-mail ? + +Malheureusement, il n'est pas possible d'envoyer des e-mails de communication à plusieurs adresses. + +Depuis votre [espace client OVHcloud](/links/manager), vous pouvez cependant configurer une adresse e-mail de secours qui ne sera pas utilisée pour l'envoi de toutes nos communications (renouvellements, suppressions de services, etc.). + +Cette adresse e-mail de secours est utile en cas de perte d'accès à votre adresse e-mail principale, car cela vous empêcherait de vous connecter à votre espace client OVHcloud. + +/// + +/// details | J'ai reçu une notification de votre part dans une autre langue. Comment corriger cela ? + +Vous pouvez changer la langue de nos e-mails automatisés en suivant ces étapes : + +1. Connectez-vous à votre [espace client OVHcloud](/links/manager). +1. Accédez ensuite au [centre d'aide OVHcloud](https://help.ovhcloud.com/csm?id=csm_get_help). +1. Cliquez sur `Se connecter au centre d'aide`{.action} et confirmez votre connexion. +1. Cliquez sur le drapeau en haut à droite du centre d'aide et sélectionnez le pays/la région correspondant à la langue souhaitée. +1. Cliquez sur `Se déconnecter du centre d'aide`{.action}. + +Par la suite, les prochaines notifications automatiques par e-mail seront envoyées dans la langue souhaitée. + +/// + +/// details | Puis-je voir toutes les actions effectuées depuis l’espace client ? Y a-t-il des logs ? + +Oui, vous pouvez accéder aux logs des actions réalisées sur votre compte. + +Pour cela, vous devez vous connecter aux [API OVHcloud](/links/api) en vous aidant du guide « [Premiers pas avec les API OVHcloud](/pages/manage_and_operate/api/first-steps) ». Une fois connecté, vous pouvez utiliser l'appel API suivant pour récupérer l'ID du log : + +> [!api] +> +> @api {v1} /me GET /me/api/logs/self +> + +Vous obtiendrez ainsi la liste des identifiants de logs. Ensuite, vous pouvez utiliser l'appel API suivant pour récupérer les détails d'un log spécifique : + +> [!api] +> +> @api {v1} /me GET /me/api/logs/self/{logId} +> + +Remplacez `{logId}` par l'identifiant réel du log que vous souhaitez consulter. Cela vous permettra d'accéder au log et de visualiser les actions réalisées depuis l'espace client. + +/// + +### Déléguer l'accès à ses services + +/// details | Comment déléguer l'accès à mes servives à d'autres personnes ? + +Vous avez la possibilité de déléguer à d’autres comptes clients OVHcloud la gestion administrative, technique et facturation de vos services depuis votre espace client. Pour cela, connectez-vous à votre [espace client OVHcloud](/links/manager), cliquez sur votre nom en haut à droite, puis sur `Mes contacts`{.action}. + +La délégation de service devra être validée par e-mail à la fois par l’administrateur du service et par le nouveau contact. + +Avant toute modification, assurez-vous donc que toutes les adresses e-mail de contact sont valides, sans quoi la demande ne pourra aboutir. + +Si vous souhaitez récupérer un nom de domaine dont vous êtes le propriétaire enregistré auprès du registre (vous pouvez vérifier ces informations sur [notre outil Whois en ligne](/links/web/domains-whois)), mais que vous n’avez pas accès au compte client administrateur, nous vous invitons à suivre [cette procédure](/links/transversal/procedure-contact-change). + +> [!success] +> Un guide complet sur la gestion des contacts est disponible [ici](/pages/account_and_service_management/account_information/managing_contacts). + +/// + +/// details | Comment paramétrer ou modifier un contact de facturation ? + +Connectez-vous à votre [espace client OVHcloud](/links/manager), cliquez sur votre nom en haut à droite, puis sur `Mes contacts`{.action}. + +> [!success] +> Si vous souhaitez en savoir plus sur la gestion des contacts, nous vous invitons à consulter ce guide détaillé : « [Gérer les contacts de ses services](/pages/account_and_service_management/account_information/managing_contacts) ». + +/// + +/// details | Je souhaite déplacer l’ensemble de mes services vers un autre compte OVHcloud, comment puis-je le faire en une seule fois ? + +Pour transférer l’ensemble de vos services sur un autre compte OVHcloud, nous vous recommandans de [contacter directement notre support technique](https://help.ovhcloud.com/csm?id=csm_get_help). Nos équipes seront en mesure de vous guider tout au long du processus et de vous aider dans le transfert massif de vos services vers le nouveau compte. + +/// + +### Signaler une activité abusive/illicite ou un piratage + +/// details | Que faire si mon compte OVHcloud a été piraté ? + +En cas d’usage frauduleux de votre compte OVHcloud (identité, moyen de paiement, etc.), nous vous invitons à déposer une plainte le plus rapidement possible auprès de la préfecture de Police ou de la gendarmerie. + +Dès que la plainte est en votre possession, vous devrez nous en envoyer une copie. Celle-ci permettra de lancer nos démarches internes. + +Contactez le support OVHcloud par téléphone : + +- Canada : 1-855-684-5463 +- France : 1007 (composez le 0033 9 72 10 10 07 depuis une ligne en dehors de la France) + +Votre identifiant client sera alors bloqué et les services souscrits frauduleusement seront supprimés. + +Enfin, pour retrouver l’usage de votre compte client, nous pourrons vous demander de modifier votre adresse e-mail et/ou votre mot de passe via [cette procédure](/links/transversal/procedure-email-change). + +/// + +/// details | J'ai reçu un e-mail qui semble être du phishing usurpant l'identité d'OVHcloud, comment le signaler pour vérification ? + +Pour identifier et signaler un e-mail ou un SMS de phishing, consultez notre [guide dédié](/pages/account_and_service_management/account_information/phishing_care). + +/// + +/// details | Comment signaler un comportement abusif ou du contenu illicite provenant de services hébergés par OVHcloud et dont je suis victime ? + +Retrouvez les réponses aux questions sur le signalement des comportements abusifs ou de contenu illicite dans notre [FAQ sur le support OVHcloud](/pages/account_and_service_management/account_information/faq-support). + +/// + +/// details | OVHcloud m'a envoyé un email stipulant un éventuel comportement abusif de ma part, que dois-je faire ? + +Retrouvez les réponses aux questions sur le signalement des comportements abusifs ou de contenu illicite dans notre [FAQ sur le support OVHcloud](/pages/account_and_service_management/account_information/faq-support). + +/// + ## Aller plus loin -Échangez avec notre [communauté d'utilisateurs](/links/community). \ No newline at end of file +Échangez avec notre [communauté d'utilisateurs](/links/community). diff --git a/pages/account_and_service_management/account_information/faq-account-management/guide.fr-fr.md b/pages/account_and_service_management/account_information/faq-account-management/guide.fr-fr.md index 78dcf40999e..2985fddd299 100644 --- a/pages/account_and_service_management/account_information/faq-account-management/guide.fr-fr.md +++ b/pages/account_and_service_management/account_information/faq-account-management/guide.fr-fr.md @@ -97,7 +97,7 @@ Retrouvez plus d'informations dans notre guide «[Modifier le mot de passe de vo Si vous n'avez plus accès à cette adresse mais que vous avez accès votre adresse e-mail de secours, créez un [ticket d'assistance via le centre d'aide](https://help.ovhcloud.com/csm?id=csm_get_help) afin de remplacer votre adresse e-mail principale par l'adresse e-mail de secours. -Si vous n'avez accès ni à votre adresse e-mail, ni à votre espace client, ou que vous n'avez pas d'adresse e-mail de secours, il vous faudra suivre [cette procédure](https://www.ovh.com/fr/cgi-bin/fr/procedure/procedureChangeEmail.cgi). +Si vous n'avez accès ni à votre adresse e-mail, ni à votre espace client, ou que vous n'avez pas d'adresse e-mail de secours, il vous faudra suivre [cette procédure](/links/transversal/procedure-email-change). Si vous avez oublié votre identifiant client, vous pouvez le retrouver en haut à droite de votre dernière facture. Il ressemble à ceci : « aa00000-ovh » (les premières lettres sont généralement les initiales de la personne qui a créé le compte). Cet identifiant est aussi indiqué dans l’e-mail de confirmation de création du compte, ainsi que dans les e-mails de confirmation ou de renouvellement de commande. @@ -182,8 +182,8 @@ Vous aurez ainsi accès aux informations personnelles de votre compte. Faites d Pour mieux connaître les impacts du règlement général sur la protection des données (RGPD) sur votre activité professionnelle ou vos informations personnelles, nous vous proposons de consulter ces ressources : -- [OVHcloud et la protection des données à caractère personnel](https://www.ovhcloud.com/fr/personal-data-protection/) ; -- [RGPD : les questions que vous vous posez](https://www.ovhcloud.com/fr/personal-data-protection/faq/?lsdDoc=faq.xml). +- [OVHcloud et la protection des données à caractère personnel](/links/transversal/personal-data-protection) ; +- [RGPD : les questions que vous vous posez](/links/transversal/personal-data-protection-faq). /// @@ -287,7 +287,7 @@ La délégation de service devra être validée par e-mail à la fois par l’ad Avant toute modification, assurez-vous donc que toutes les adresses e-mail de contact sont valides, sans quoi la demande ne pourra aboutir. -Si vous souhaitez récupérer un nom de domaine dont vous êtes le propriétaire enregistré auprès du registre (vous pouvez vérifier ces informations sur [notre outil Whois en ligne](/links/web/domains-whois)), mais que vous n’avez pas accès au compte client administrateur, nous vous invitons à suivre [cette procédure](https://www.ovh.com/fr/cgi-bin/fr/procedure/procedureChangeContacts.cgi). +Si vous souhaitez récupérer un nom de domaine dont vous êtes le propriétaire enregistré auprès du registre (vous pouvez vérifier ces informations sur [notre outil Whois en ligne](/links/web/domains-whois)), mais que vous n’avez pas accès au compte client administrateur, nous vous invitons à suivre [cette procédure](/links/transversal/procedure-contact-change). > [!success] > Un guide complet sur la gestion des contacts est disponible [ici](/pages/account_and_service_management/account_information/managing_contacts). @@ -324,7 +324,7 @@ Contactez le support OVHcloud par téléphone : Votre identifiant client sera alors bloqué et les services souscrits frauduleusement seront supprimés. -Enfin, pour retrouver l’usage de votre compte client, nous pourrons vous demander de modifier votre adresse e-mail et/ou votre mot de passe via [cette procédure](https://www.ovh.com/fr/cgi-bin/fr/procedure/procedureChangeEmail.cgi). +Enfin, pour retrouver l’usage de votre compte client, nous pourrons vous demander de modifier votre adresse e-mail et/ou votre mot de passe via [cette procédure](/links/transversal/procedure-email-change). /// diff --git a/pages/account_and_service_management/account_information/faq-support/guide.en-asia.md b/pages/account_and_service_management/account_information/faq-support/guide.en-asia.md index 033e1babf97..06e4b4a80f1 100644 --- a/pages/account_and_service_management/account_information/faq-support/guide.en-asia.md +++ b/pages/account_and_service_management/account_information/faq-support/guide.en-asia.md @@ -1,9 +1,23 @@ --- title: OVHcloud Support FAQ excerpt: Find the most frequently asked questions about the OVHcloud support -updated: 2025-04-28 +updated: 2025-09-12 --- + + ## Objective Find the most frequently asked questions about the OVHcloud support. @@ -14,7 +28,49 @@ Find the most frequently asked questions about the OVHcloud support. -### What should I do if I experience any difficulties logging in to the Help Center or the ticket management interface? +### Service status + +/// details | I think my service is experiencing an incident. Where can I check if there is a global incident? + +If you identify an outage on your service and have already confirmed that it is active/renewed, check this page to check for any ongoing incidents on our infrastructure: . + +Then click on the infrastructure concerned (e.g.: `Web Cloud`{.action} for a Web Hosting plan). + +Click on the event corresponding to the service concerned for more information. + +> [!success] +> +> For Web Hosting platforms, you can read [this guide](/pages/web_cloud/web_hosting/how_to_know_cluster_and_filer/) to check your hosting cluster and filer to see if it is affected by an ongoing or past incident. + +/// + +/// details | How do I get the latest information by email on a specific incident or maintenance? + +If you have confirmed on [this page](https://www.status-ovhcloud.com/) or via the support team that your service is affected by an ongoing incident and you would like to receive updates by email, you can subscribe to this specific incident for updates. + +To do this, go to and open the current case concerned. + +Then click the `Subscribe to this report`{.action} button. + +You can also subscribe to one of the "status" pages to receive general updates on the various incidents and maintenances. + +For example, on the [Web Cloud Status](https://web-cloud.status-ovhcloud.com/) page, click `Subscribe to updates`{.action}. + +/// + +### Contacting support + +/// details | How do I create a support ticket? + +Click [this link](https://help.ovhcloud.com/csm?id=csm_get_help) to create a support ticket from the OVHcloud Help Centre. Then log in with your OVHcloud credentials. + +Once you have logged in, click on `✉ Tickets`{.action} then on the `Ticket creation`{.action} button. Select the reason for your request, then select the product and service concerned. Then specify your request to access personalized suggestions for help and advice. If this does not meet your needs, click `Next`{.action} to complete your request and create a support ticket. Please ensure that you provide as much information as possible, so that our teams can help you best. + +/// + + + +/// details | What should I do if I experience any difficulties logging in to the Help Center or the ticket management interface? If you are having trouble connecting to our support center or ticket management interface, the following issues may be the cause: @@ -32,38 +88,95 @@ Here are some solutions to try: If the problem persists, please contact our assistance team for help. -#### Tips and Tricks: +> [!success] +> +> If you have trouble connecting to the OVHcloud Control Panel, you can also try connecting using one of the following two gateways: +> +> - European Union (EU): +> - Canada (CA): -If you have trouble connecting to the OVHcloud Control Panel, you can also try connecting using one of the following two gateways: +This may solve some login problems. -- European Union (EU): -- Canada (CA): +/// -This may solve some login problems. +/// details | What should I do if I can't reach support by phone? -### What should I do if I can't reach support by phone? +To avoid waiting on the phone, please create a support request via the [OVHcloud Help Centre](https://help.ovhcloud.com/csm?id=csm_get_help). Click on `✉ Tickets`{.action} then on the `Ticket creation`{.action} button. -To avoid waiting on the phone, please create a support request via the [OVHcloud Help Centre](https://help.ovhcloud.com/csm?id=csm_get_help). Click on the button `Create a ticket`{.action}. +You can also refer to our documentation (FAQs, guides, diagnostic tools, etc.) in the [Help Centre](/links/documentation). -You can also refer to our documentation (FAQs, guides, diagnostic tools, etc.) in the [Help Centre](https://help.ovhcloud.com/csm/en-gb-documentation?id=kb_home). +/// -### Why has the ticket creation form changed? +/// details | Why has the ticket creation form changed? The aim of this new form is to make the ticket creation process more comprehensive and accurate, with a questionnaire. This means we can classify your requests more efficiently in accordance with the service type, your support requirements, and how critical they are. It also avoids time-consuming back-and-forth between you and our teams. -### How can I send documents and other files to the OVHcloud support? +/// + +/// details | How can I send documents and other files to the OVHcloud support? You can transmit files in these formats (max. size: 1024 MB): bmp, cap, csv, eml, gif, jpeg, jpg, pcap, pdf, png, txt, xml, yaml, yml. Create a support request in the [OVHcloud Help Centre](https://help.ovhcloud.com/csm?id=csm_get_help) and attach your files. -### Where can I find my support level? +If your files exceed the maximum size allowed, or if you need to share an unsupported format, you can reply directly to the ticket copy sent by email **to the address associated with your NIC handle** and attach the files. This will allow us to review them and respond to your request securely. + +/// + +/// details | Where can I find my support level? To find out the level of support associated with your NIC handle, log in to your [OVHcloud Control Panel](/links/manager), then click on your name in the top right-hand corner. The support level appears to the right of **Support**. If you have not subscribed to a paid support service, you will receive the Standard level by default. Explore and compare the different support levels available [here](/links/support). -### Why has OVHcloud changed its customer support? +/// + +/// details | Can I provide links to external sites, such as Google Drive, in a ticket? + +We can't access external links such as Google Drive, as this might compromise the security and privacy of your information. + +If you need to share files, you can add them directly to your ticket from the [OVHcloud Help Center](https://help.ovhcloud.com/csm?id=csm_get_help) in the following formats (max size: : 1024 MB): bmp, cap, csv, eml, gif, jpeg, jpg, pcap, pdf, png, txt, xml, yaml, yml. + +/// + +/// details | Can I add video files to a ticket? What are the size, format and duration recommendations? + +If you would like to send us a video, please note that only the gif format is accepted, and that the size must not exceed 1024 MB. If your video is in a different format or is larger, you can choose one of two methods: + +- Reply by email (from the email address associated with the OVHcloud account) to the support ticket, and add the video attached to your reply. +- Upload the video to a platform such as YouTube and share the link of the video in the ticket. + +> [!warning] +> **Warning!** +> If your video shows sensitive information about your account (e.g. customer ID, password(s), IP address(es), service ID(s), etc.), do not upload the video in public to a platform such as YouTube, you would expose your services to potential data piracy. + +/// + +/// details | How can I view my old support tickets? + +Click [this link](https://help.ovhcloud.com/csm?id=csm_get_help) to connect to the OVHcloud Help Center. Enter your OVHcloud credentials. + +Once you have logged in, your most recent support tickets will be displayed. Click the filter icon above the list of your tickets. + +You can then click the `Clear all`{.action} button to reset all filter conditions and thus view old closed tickets. + +> [!success] +> Once you have cleared all the filter conditions, click on the `Updated`{.action} column to sort your tickets by update date. +> + +/// + +/// details | I need a content expert/system administrator, do you have this type of specialist? Where can I contact them? + +If you have a problem with your service due to content management and/or poor local configuration, you can contact one of our recommended partners for additional assistance on topics not included in OVHcloud technical support. + +You can find the list of OVHcloud partners on [this page](/links/partner). + +/// + +### Support levels + +/// details | Why has OVHcloud changed its customer support? OVHcloud has done this to enhance the experience it offers. Our new support structure is designed to meet growing customer expectations, with quicker replies to questions and even higher service quality. @@ -71,6 +184,114 @@ This is why OVHcloud is now offering a wider, more accurate support system that Explore and compare the different support levels available [here](/links/support). +/// + +/// details | Where can I find my support level? + +To find out the level of support associated with your account, log in to your [OVHcloud Control Panel](/links/manager), then click on your name in the top right-hand corner. The support level appears to the right of **Support**. If you have not subscribed to a paid support service, you will receive the Standard level by default. + +Discover and compare the different support levels available [here](/links/support). + +/// + +/// details | I want to get Standard support again, how can I cancel my current support level? + +After the end of the initial 12-month contract period, you may terminate your Premium support level at any time, without being bound by a fixed contractual term. + +In this case, we need written confirmation to process the termination. + +To terminate this contract, please contact our support team by creating a [support ticket via the OVHcloud Help Center](https://help.ovhcloud.com/csm?id=csm_get_help). + +> [!warning] +> **Important:** +> +> - Premium support is subscribed to on the basis of a 12-month contract and customers cannot cancel the service for the duration of the contract. +> - The only exception is the right of withdrawal after purchase, which is subject to certain conditions: +> - The cancelation must be requested within 14 days from the date of purchase. +> - The service must have been purchased as an individual customer. + +Contact [our support team](https://help.ovhcloud.com/csm?id=csm_get_help) for more information. + +/// + +/// details | Do you have video tutorials? + +We are adding more and more tutorials to our YouTube channel: . + +Feel free to use the search engine on this page to find videos on a particular theme (for example: "create a website"). + +/// + +### Reporting abusive/illegal activity or hacking + +/// details | What do I do if my OVHcloud account has been hacked? + +If your OVHcloud account has been fraudulently used (identity, payment method, etc.), we strongly recommend filing a complaint as soon as possible with your local police force. + +Once you have filed it, you will need to send us a copy of the documentation. We can then start our internal processes. + +Contact OVHcloud support by phone: + +- UK: +44333 370 0425 + +Your NIC handle (Customer ID) will then be blocked. Services that were fraudulently ordered will be deleted and automatically refunded. + +Finally, in order to regain control of your customer account, we may ask you to change your email address and/or password via [this link](/links/transversal/procedure-email-change). + +/// + +/// details | I have received an email that appears to be a phishing scam impersonating OVHcloud, how do I report it for verification? + +To identify and report a phishing email or SMS, please refer to our [dedicated guide](/pages/account_and_service_management/account_information/phishing_care) + +/// + +/// details | How do I report abusive behaviour or illegal content from services hosted by OVHcloud that I am a victim of? + +You can report any abusive behaviour or illegal content on the dedicated OVHcloud platform [www.ovh.com/abuse/](https://www.ovh.com/abuse/). Select the category concerned, then enter the fields requested. + +Only logs and technical elements can be sent to the owner of the service concerned. Please do not include any personal data in these fields. + +/// + +/// details | After abuse has been reported, what happens to my report? + +Your report will be processed as soon as possible by OVHcloud’s legal team. Your complaint will be analysed, and we will provide you with further details. If any of our customers’ abusive behaviour is proven, we will inform you and take the necessary measures with the people concerned to put an end to it as soon as possible. + +/// + +/// details | OVHcloud has sent me an email flagging potential abuse from my services, what should I do? + +If abusive behaviour has been reported to us or detected by our teams, you will receive an email from an email address with the following format: ticket+"ticket-number"@abuse.ovh.net. + +In view of the additional information provided to you in this email, we will ask you to conduct an investigation in order to stop the abusive behaviour and/or remove any illegal content. + +To ensure that your services are not being controlled by a third party (e.g. following a hacking incident), we recommend checking that your services are secure: + +- [Secure your OVHcloud account and manage your personal information](/pages/account_and_service_management/account_information/all_about_username) +- [Change your account password](/pages/account_and_service_management/account_information/manage-ovh-password) +- [Secure your OVHcloud account with two-factor authentication](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa) +- [How to secure your website](/pages/web_cloud/web_hosting/secure_your_website) +- [Secure a VPS](/pages/bare_metal_cloud/virtual_private_servers/secure_your_vps) +- [Secure a dedicated server](/pages/bare_metal_cloud/dedicated_servers/securing-a-dedicated-server) + +/// + +/// details | If abuse is detected on one of my OVHcloud services, how can I avoid a suspension? + +Once you have carried out the required actions yourself, you will need to reply directly to the email sent to you by our Abuse team, specifying the measures you have taken. +A member of our team will reply as soon as possible. + +/// + +/// details | I replied to the OVHcloud Abuse team, but my service is still blocked. What should I do? + +From the OVHcloud Control Panel, you can open a support ticket to [OVHcloud Help Center](https://help.ovhcloud.com/csm?id=csm_get_help) for further information on how to process your Abuse ticket. To make your request easier to process, please ensure that you include the reference to this Abuse ticket in your support request. + +/// + ## Go further -Join our [community of users](/links/community). \ No newline at end of file +[OVHcloud account management FAQ](/pages/account_and_service_management/account_information/faq-account-management) + +Join our [community of users](/links/community). diff --git a/pages/account_and_service_management/account_information/faq-support/guide.en-au.md b/pages/account_and_service_management/account_information/faq-support/guide.en-au.md index 033e1babf97..06e4b4a80f1 100644 --- a/pages/account_and_service_management/account_information/faq-support/guide.en-au.md +++ b/pages/account_and_service_management/account_information/faq-support/guide.en-au.md @@ -1,9 +1,23 @@ --- title: OVHcloud Support FAQ excerpt: Find the most frequently asked questions about the OVHcloud support -updated: 2025-04-28 +updated: 2025-09-12 --- + + ## Objective Find the most frequently asked questions about the OVHcloud support. @@ -14,7 +28,49 @@ Find the most frequently asked questions about the OVHcloud support. -### What should I do if I experience any difficulties logging in to the Help Center or the ticket management interface? +### Service status + +/// details | I think my service is experiencing an incident. Where can I check if there is a global incident? + +If you identify an outage on your service and have already confirmed that it is active/renewed, check this page to check for any ongoing incidents on our infrastructure: . + +Then click on the infrastructure concerned (e.g.: `Web Cloud`{.action} for a Web Hosting plan). + +Click on the event corresponding to the service concerned for more information. + +> [!success] +> +> For Web Hosting platforms, you can read [this guide](/pages/web_cloud/web_hosting/how_to_know_cluster_and_filer/) to check your hosting cluster and filer to see if it is affected by an ongoing or past incident. + +/// + +/// details | How do I get the latest information by email on a specific incident or maintenance? + +If you have confirmed on [this page](https://www.status-ovhcloud.com/) or via the support team that your service is affected by an ongoing incident and you would like to receive updates by email, you can subscribe to this specific incident for updates. + +To do this, go to and open the current case concerned. + +Then click the `Subscribe to this report`{.action} button. + +You can also subscribe to one of the "status" pages to receive general updates on the various incidents and maintenances. + +For example, on the [Web Cloud Status](https://web-cloud.status-ovhcloud.com/) page, click `Subscribe to updates`{.action}. + +/// + +### Contacting support + +/// details | How do I create a support ticket? + +Click [this link](https://help.ovhcloud.com/csm?id=csm_get_help) to create a support ticket from the OVHcloud Help Centre. Then log in with your OVHcloud credentials. + +Once you have logged in, click on `✉ Tickets`{.action} then on the `Ticket creation`{.action} button. Select the reason for your request, then select the product and service concerned. Then specify your request to access personalized suggestions for help and advice. If this does not meet your needs, click `Next`{.action} to complete your request and create a support ticket. Please ensure that you provide as much information as possible, so that our teams can help you best. + +/// + + + +/// details | What should I do if I experience any difficulties logging in to the Help Center or the ticket management interface? If you are having trouble connecting to our support center or ticket management interface, the following issues may be the cause: @@ -32,38 +88,95 @@ Here are some solutions to try: If the problem persists, please contact our assistance team for help. -#### Tips and Tricks: +> [!success] +> +> If you have trouble connecting to the OVHcloud Control Panel, you can also try connecting using one of the following two gateways: +> +> - European Union (EU): +> - Canada (CA): -If you have trouble connecting to the OVHcloud Control Panel, you can also try connecting using one of the following two gateways: +This may solve some login problems. -- European Union (EU): -- Canada (CA): +/// -This may solve some login problems. +/// details | What should I do if I can't reach support by phone? -### What should I do if I can't reach support by phone? +To avoid waiting on the phone, please create a support request via the [OVHcloud Help Centre](https://help.ovhcloud.com/csm?id=csm_get_help). Click on `✉ Tickets`{.action} then on the `Ticket creation`{.action} button. -To avoid waiting on the phone, please create a support request via the [OVHcloud Help Centre](https://help.ovhcloud.com/csm?id=csm_get_help). Click on the button `Create a ticket`{.action}. +You can also refer to our documentation (FAQs, guides, diagnostic tools, etc.) in the [Help Centre](/links/documentation). -You can also refer to our documentation (FAQs, guides, diagnostic tools, etc.) in the [Help Centre](https://help.ovhcloud.com/csm/en-gb-documentation?id=kb_home). +/// -### Why has the ticket creation form changed? +/// details | Why has the ticket creation form changed? The aim of this new form is to make the ticket creation process more comprehensive and accurate, with a questionnaire. This means we can classify your requests more efficiently in accordance with the service type, your support requirements, and how critical they are. It also avoids time-consuming back-and-forth between you and our teams. -### How can I send documents and other files to the OVHcloud support? +/// + +/// details | How can I send documents and other files to the OVHcloud support? You can transmit files in these formats (max. size: 1024 MB): bmp, cap, csv, eml, gif, jpeg, jpg, pcap, pdf, png, txt, xml, yaml, yml. Create a support request in the [OVHcloud Help Centre](https://help.ovhcloud.com/csm?id=csm_get_help) and attach your files. -### Where can I find my support level? +If your files exceed the maximum size allowed, or if you need to share an unsupported format, you can reply directly to the ticket copy sent by email **to the address associated with your NIC handle** and attach the files. This will allow us to review them and respond to your request securely. + +/// + +/// details | Where can I find my support level? To find out the level of support associated with your NIC handle, log in to your [OVHcloud Control Panel](/links/manager), then click on your name in the top right-hand corner. The support level appears to the right of **Support**. If you have not subscribed to a paid support service, you will receive the Standard level by default. Explore and compare the different support levels available [here](/links/support). -### Why has OVHcloud changed its customer support? +/// + +/// details | Can I provide links to external sites, such as Google Drive, in a ticket? + +We can't access external links such as Google Drive, as this might compromise the security and privacy of your information. + +If you need to share files, you can add them directly to your ticket from the [OVHcloud Help Center](https://help.ovhcloud.com/csm?id=csm_get_help) in the following formats (max size: : 1024 MB): bmp, cap, csv, eml, gif, jpeg, jpg, pcap, pdf, png, txt, xml, yaml, yml. + +/// + +/// details | Can I add video files to a ticket? What are the size, format and duration recommendations? + +If you would like to send us a video, please note that only the gif format is accepted, and that the size must not exceed 1024 MB. If your video is in a different format or is larger, you can choose one of two methods: + +- Reply by email (from the email address associated with the OVHcloud account) to the support ticket, and add the video attached to your reply. +- Upload the video to a platform such as YouTube and share the link of the video in the ticket. + +> [!warning] +> **Warning!** +> If your video shows sensitive information about your account (e.g. customer ID, password(s), IP address(es), service ID(s), etc.), do not upload the video in public to a platform such as YouTube, you would expose your services to potential data piracy. + +/// + +/// details | How can I view my old support tickets? + +Click [this link](https://help.ovhcloud.com/csm?id=csm_get_help) to connect to the OVHcloud Help Center. Enter your OVHcloud credentials. + +Once you have logged in, your most recent support tickets will be displayed. Click the filter icon above the list of your tickets. + +You can then click the `Clear all`{.action} button to reset all filter conditions and thus view old closed tickets. + +> [!success] +> Once you have cleared all the filter conditions, click on the `Updated`{.action} column to sort your tickets by update date. +> + +/// + +/// details | I need a content expert/system administrator, do you have this type of specialist? Where can I contact them? + +If you have a problem with your service due to content management and/or poor local configuration, you can contact one of our recommended partners for additional assistance on topics not included in OVHcloud technical support. + +You can find the list of OVHcloud partners on [this page](/links/partner). + +/// + +### Support levels + +/// details | Why has OVHcloud changed its customer support? OVHcloud has done this to enhance the experience it offers. Our new support structure is designed to meet growing customer expectations, with quicker replies to questions and even higher service quality. @@ -71,6 +184,114 @@ This is why OVHcloud is now offering a wider, more accurate support system that Explore and compare the different support levels available [here](/links/support). +/// + +/// details | Where can I find my support level? + +To find out the level of support associated with your account, log in to your [OVHcloud Control Panel](/links/manager), then click on your name in the top right-hand corner. The support level appears to the right of **Support**. If you have not subscribed to a paid support service, you will receive the Standard level by default. + +Discover and compare the different support levels available [here](/links/support). + +/// + +/// details | I want to get Standard support again, how can I cancel my current support level? + +After the end of the initial 12-month contract period, you may terminate your Premium support level at any time, without being bound by a fixed contractual term. + +In this case, we need written confirmation to process the termination. + +To terminate this contract, please contact our support team by creating a [support ticket via the OVHcloud Help Center](https://help.ovhcloud.com/csm?id=csm_get_help). + +> [!warning] +> **Important:** +> +> - Premium support is subscribed to on the basis of a 12-month contract and customers cannot cancel the service for the duration of the contract. +> - The only exception is the right of withdrawal after purchase, which is subject to certain conditions: +> - The cancelation must be requested within 14 days from the date of purchase. +> - The service must have been purchased as an individual customer. + +Contact [our support team](https://help.ovhcloud.com/csm?id=csm_get_help) for more information. + +/// + +/// details | Do you have video tutorials? + +We are adding more and more tutorials to our YouTube channel: . + +Feel free to use the search engine on this page to find videos on a particular theme (for example: "create a website"). + +/// + +### Reporting abusive/illegal activity or hacking + +/// details | What do I do if my OVHcloud account has been hacked? + +If your OVHcloud account has been fraudulently used (identity, payment method, etc.), we strongly recommend filing a complaint as soon as possible with your local police force. + +Once you have filed it, you will need to send us a copy of the documentation. We can then start our internal processes. + +Contact OVHcloud support by phone: + +- UK: +44333 370 0425 + +Your NIC handle (Customer ID) will then be blocked. Services that were fraudulently ordered will be deleted and automatically refunded. + +Finally, in order to regain control of your customer account, we may ask you to change your email address and/or password via [this link](/links/transversal/procedure-email-change). + +/// + +/// details | I have received an email that appears to be a phishing scam impersonating OVHcloud, how do I report it for verification? + +To identify and report a phishing email or SMS, please refer to our [dedicated guide](/pages/account_and_service_management/account_information/phishing_care) + +/// + +/// details | How do I report abusive behaviour or illegal content from services hosted by OVHcloud that I am a victim of? + +You can report any abusive behaviour or illegal content on the dedicated OVHcloud platform [www.ovh.com/abuse/](https://www.ovh.com/abuse/). Select the category concerned, then enter the fields requested. + +Only logs and technical elements can be sent to the owner of the service concerned. Please do not include any personal data in these fields. + +/// + +/// details | After abuse has been reported, what happens to my report? + +Your report will be processed as soon as possible by OVHcloud’s legal team. Your complaint will be analysed, and we will provide you with further details. If any of our customers’ abusive behaviour is proven, we will inform you and take the necessary measures with the people concerned to put an end to it as soon as possible. + +/// + +/// details | OVHcloud has sent me an email flagging potential abuse from my services, what should I do? + +If abusive behaviour has been reported to us or detected by our teams, you will receive an email from an email address with the following format: ticket+"ticket-number"@abuse.ovh.net. + +In view of the additional information provided to you in this email, we will ask you to conduct an investigation in order to stop the abusive behaviour and/or remove any illegal content. + +To ensure that your services are not being controlled by a third party (e.g. following a hacking incident), we recommend checking that your services are secure: + +- [Secure your OVHcloud account and manage your personal information](/pages/account_and_service_management/account_information/all_about_username) +- [Change your account password](/pages/account_and_service_management/account_information/manage-ovh-password) +- [Secure your OVHcloud account with two-factor authentication](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa) +- [How to secure your website](/pages/web_cloud/web_hosting/secure_your_website) +- [Secure a VPS](/pages/bare_metal_cloud/virtual_private_servers/secure_your_vps) +- [Secure a dedicated server](/pages/bare_metal_cloud/dedicated_servers/securing-a-dedicated-server) + +/// + +/// details | If abuse is detected on one of my OVHcloud services, how can I avoid a suspension? + +Once you have carried out the required actions yourself, you will need to reply directly to the email sent to you by our Abuse team, specifying the measures you have taken. +A member of our team will reply as soon as possible. + +/// + +/// details | I replied to the OVHcloud Abuse team, but my service is still blocked. What should I do? + +From the OVHcloud Control Panel, you can open a support ticket to [OVHcloud Help Center](https://help.ovhcloud.com/csm?id=csm_get_help) for further information on how to process your Abuse ticket. To make your request easier to process, please ensure that you include the reference to this Abuse ticket in your support request. + +/// + ## Go further -Join our [community of users](/links/community). \ No newline at end of file +[OVHcloud account management FAQ](/pages/account_and_service_management/account_information/faq-account-management) + +Join our [community of users](/links/community). diff --git a/pages/account_and_service_management/account_information/faq-support/guide.en-ca.md b/pages/account_and_service_management/account_information/faq-support/guide.en-ca.md index 033e1babf97..06e4b4a80f1 100644 --- a/pages/account_and_service_management/account_information/faq-support/guide.en-ca.md +++ b/pages/account_and_service_management/account_information/faq-support/guide.en-ca.md @@ -1,9 +1,23 @@ --- title: OVHcloud Support FAQ excerpt: Find the most frequently asked questions about the OVHcloud support -updated: 2025-04-28 +updated: 2025-09-12 --- + + ## Objective Find the most frequently asked questions about the OVHcloud support. @@ -14,7 +28,49 @@ Find the most frequently asked questions about the OVHcloud support. -### What should I do if I experience any difficulties logging in to the Help Center or the ticket management interface? +### Service status + +/// details | I think my service is experiencing an incident. Where can I check if there is a global incident? + +If you identify an outage on your service and have already confirmed that it is active/renewed, check this page to check for any ongoing incidents on our infrastructure: . + +Then click on the infrastructure concerned (e.g.: `Web Cloud`{.action} for a Web Hosting plan). + +Click on the event corresponding to the service concerned for more information. + +> [!success] +> +> For Web Hosting platforms, you can read [this guide](/pages/web_cloud/web_hosting/how_to_know_cluster_and_filer/) to check your hosting cluster and filer to see if it is affected by an ongoing or past incident. + +/// + +/// details | How do I get the latest information by email on a specific incident or maintenance? + +If you have confirmed on [this page](https://www.status-ovhcloud.com/) or via the support team that your service is affected by an ongoing incident and you would like to receive updates by email, you can subscribe to this specific incident for updates. + +To do this, go to and open the current case concerned. + +Then click the `Subscribe to this report`{.action} button. + +You can also subscribe to one of the "status" pages to receive general updates on the various incidents and maintenances. + +For example, on the [Web Cloud Status](https://web-cloud.status-ovhcloud.com/) page, click `Subscribe to updates`{.action}. + +/// + +### Contacting support + +/// details | How do I create a support ticket? + +Click [this link](https://help.ovhcloud.com/csm?id=csm_get_help) to create a support ticket from the OVHcloud Help Centre. Then log in with your OVHcloud credentials. + +Once you have logged in, click on `✉ Tickets`{.action} then on the `Ticket creation`{.action} button. Select the reason for your request, then select the product and service concerned. Then specify your request to access personalized suggestions for help and advice. If this does not meet your needs, click `Next`{.action} to complete your request and create a support ticket. Please ensure that you provide as much information as possible, so that our teams can help you best. + +/// + + + +/// details | What should I do if I experience any difficulties logging in to the Help Center or the ticket management interface? If you are having trouble connecting to our support center or ticket management interface, the following issues may be the cause: @@ -32,38 +88,95 @@ Here are some solutions to try: If the problem persists, please contact our assistance team for help. -#### Tips and Tricks: +> [!success] +> +> If you have trouble connecting to the OVHcloud Control Panel, you can also try connecting using one of the following two gateways: +> +> - European Union (EU): +> - Canada (CA): -If you have trouble connecting to the OVHcloud Control Panel, you can also try connecting using one of the following two gateways: +This may solve some login problems. -- European Union (EU): -- Canada (CA): +/// -This may solve some login problems. +/// details | What should I do if I can't reach support by phone? -### What should I do if I can't reach support by phone? +To avoid waiting on the phone, please create a support request via the [OVHcloud Help Centre](https://help.ovhcloud.com/csm?id=csm_get_help). Click on `✉ Tickets`{.action} then on the `Ticket creation`{.action} button. -To avoid waiting on the phone, please create a support request via the [OVHcloud Help Centre](https://help.ovhcloud.com/csm?id=csm_get_help). Click on the button `Create a ticket`{.action}. +You can also refer to our documentation (FAQs, guides, diagnostic tools, etc.) in the [Help Centre](/links/documentation). -You can also refer to our documentation (FAQs, guides, diagnostic tools, etc.) in the [Help Centre](https://help.ovhcloud.com/csm/en-gb-documentation?id=kb_home). +/// -### Why has the ticket creation form changed? +/// details | Why has the ticket creation form changed? The aim of this new form is to make the ticket creation process more comprehensive and accurate, with a questionnaire. This means we can classify your requests more efficiently in accordance with the service type, your support requirements, and how critical they are. It also avoids time-consuming back-and-forth between you and our teams. -### How can I send documents and other files to the OVHcloud support? +/// + +/// details | How can I send documents and other files to the OVHcloud support? You can transmit files in these formats (max. size: 1024 MB): bmp, cap, csv, eml, gif, jpeg, jpg, pcap, pdf, png, txt, xml, yaml, yml. Create a support request in the [OVHcloud Help Centre](https://help.ovhcloud.com/csm?id=csm_get_help) and attach your files. -### Where can I find my support level? +If your files exceed the maximum size allowed, or if you need to share an unsupported format, you can reply directly to the ticket copy sent by email **to the address associated with your NIC handle** and attach the files. This will allow us to review them and respond to your request securely. + +/// + +/// details | Where can I find my support level? To find out the level of support associated with your NIC handle, log in to your [OVHcloud Control Panel](/links/manager), then click on your name in the top right-hand corner. The support level appears to the right of **Support**. If you have not subscribed to a paid support service, you will receive the Standard level by default. Explore and compare the different support levels available [here](/links/support). -### Why has OVHcloud changed its customer support? +/// + +/// details | Can I provide links to external sites, such as Google Drive, in a ticket? + +We can't access external links such as Google Drive, as this might compromise the security and privacy of your information. + +If you need to share files, you can add them directly to your ticket from the [OVHcloud Help Center](https://help.ovhcloud.com/csm?id=csm_get_help) in the following formats (max size: : 1024 MB): bmp, cap, csv, eml, gif, jpeg, jpg, pcap, pdf, png, txt, xml, yaml, yml. + +/// + +/// details | Can I add video files to a ticket? What are the size, format and duration recommendations? + +If you would like to send us a video, please note that only the gif format is accepted, and that the size must not exceed 1024 MB. If your video is in a different format or is larger, you can choose one of two methods: + +- Reply by email (from the email address associated with the OVHcloud account) to the support ticket, and add the video attached to your reply. +- Upload the video to a platform such as YouTube and share the link of the video in the ticket. + +> [!warning] +> **Warning!** +> If your video shows sensitive information about your account (e.g. customer ID, password(s), IP address(es), service ID(s), etc.), do not upload the video in public to a platform such as YouTube, you would expose your services to potential data piracy. + +/// + +/// details | How can I view my old support tickets? + +Click [this link](https://help.ovhcloud.com/csm?id=csm_get_help) to connect to the OVHcloud Help Center. Enter your OVHcloud credentials. + +Once you have logged in, your most recent support tickets will be displayed. Click the filter icon above the list of your tickets. + +You can then click the `Clear all`{.action} button to reset all filter conditions and thus view old closed tickets. + +> [!success] +> Once you have cleared all the filter conditions, click on the `Updated`{.action} column to sort your tickets by update date. +> + +/// + +/// details | I need a content expert/system administrator, do you have this type of specialist? Where can I contact them? + +If you have a problem with your service due to content management and/or poor local configuration, you can contact one of our recommended partners for additional assistance on topics not included in OVHcloud technical support. + +You can find the list of OVHcloud partners on [this page](/links/partner). + +/// + +### Support levels + +/// details | Why has OVHcloud changed its customer support? OVHcloud has done this to enhance the experience it offers. Our new support structure is designed to meet growing customer expectations, with quicker replies to questions and even higher service quality. @@ -71,6 +184,114 @@ This is why OVHcloud is now offering a wider, more accurate support system that Explore and compare the different support levels available [here](/links/support). +/// + +/// details | Where can I find my support level? + +To find out the level of support associated with your account, log in to your [OVHcloud Control Panel](/links/manager), then click on your name in the top right-hand corner. The support level appears to the right of **Support**. If you have not subscribed to a paid support service, you will receive the Standard level by default. + +Discover and compare the different support levels available [here](/links/support). + +/// + +/// details | I want to get Standard support again, how can I cancel my current support level? + +After the end of the initial 12-month contract period, you may terminate your Premium support level at any time, without being bound by a fixed contractual term. + +In this case, we need written confirmation to process the termination. + +To terminate this contract, please contact our support team by creating a [support ticket via the OVHcloud Help Center](https://help.ovhcloud.com/csm?id=csm_get_help). + +> [!warning] +> **Important:** +> +> - Premium support is subscribed to on the basis of a 12-month contract and customers cannot cancel the service for the duration of the contract. +> - The only exception is the right of withdrawal after purchase, which is subject to certain conditions: +> - The cancelation must be requested within 14 days from the date of purchase. +> - The service must have been purchased as an individual customer. + +Contact [our support team](https://help.ovhcloud.com/csm?id=csm_get_help) for more information. + +/// + +/// details | Do you have video tutorials? + +We are adding more and more tutorials to our YouTube channel: . + +Feel free to use the search engine on this page to find videos on a particular theme (for example: "create a website"). + +/// + +### Reporting abusive/illegal activity or hacking + +/// details | What do I do if my OVHcloud account has been hacked? + +If your OVHcloud account has been fraudulently used (identity, payment method, etc.), we strongly recommend filing a complaint as soon as possible with your local police force. + +Once you have filed it, you will need to send us a copy of the documentation. We can then start our internal processes. + +Contact OVHcloud support by phone: + +- UK: +44333 370 0425 + +Your NIC handle (Customer ID) will then be blocked. Services that were fraudulently ordered will be deleted and automatically refunded. + +Finally, in order to regain control of your customer account, we may ask you to change your email address and/or password via [this link](/links/transversal/procedure-email-change). + +/// + +/// details | I have received an email that appears to be a phishing scam impersonating OVHcloud, how do I report it for verification? + +To identify and report a phishing email or SMS, please refer to our [dedicated guide](/pages/account_and_service_management/account_information/phishing_care) + +/// + +/// details | How do I report abusive behaviour or illegal content from services hosted by OVHcloud that I am a victim of? + +You can report any abusive behaviour or illegal content on the dedicated OVHcloud platform [www.ovh.com/abuse/](https://www.ovh.com/abuse/). Select the category concerned, then enter the fields requested. + +Only logs and technical elements can be sent to the owner of the service concerned. Please do not include any personal data in these fields. + +/// + +/// details | After abuse has been reported, what happens to my report? + +Your report will be processed as soon as possible by OVHcloud’s legal team. Your complaint will be analysed, and we will provide you with further details. If any of our customers’ abusive behaviour is proven, we will inform you and take the necessary measures with the people concerned to put an end to it as soon as possible. + +/// + +/// details | OVHcloud has sent me an email flagging potential abuse from my services, what should I do? + +If abusive behaviour has been reported to us or detected by our teams, you will receive an email from an email address with the following format: ticket+"ticket-number"@abuse.ovh.net. + +In view of the additional information provided to you in this email, we will ask you to conduct an investigation in order to stop the abusive behaviour and/or remove any illegal content. + +To ensure that your services are not being controlled by a third party (e.g. following a hacking incident), we recommend checking that your services are secure: + +- [Secure your OVHcloud account and manage your personal information](/pages/account_and_service_management/account_information/all_about_username) +- [Change your account password](/pages/account_and_service_management/account_information/manage-ovh-password) +- [Secure your OVHcloud account with two-factor authentication](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa) +- [How to secure your website](/pages/web_cloud/web_hosting/secure_your_website) +- [Secure a VPS](/pages/bare_metal_cloud/virtual_private_servers/secure_your_vps) +- [Secure a dedicated server](/pages/bare_metal_cloud/dedicated_servers/securing-a-dedicated-server) + +/// + +/// details | If abuse is detected on one of my OVHcloud services, how can I avoid a suspension? + +Once you have carried out the required actions yourself, you will need to reply directly to the email sent to you by our Abuse team, specifying the measures you have taken. +A member of our team will reply as soon as possible. + +/// + +/// details | I replied to the OVHcloud Abuse team, but my service is still blocked. What should I do? + +From the OVHcloud Control Panel, you can open a support ticket to [OVHcloud Help Center](https://help.ovhcloud.com/csm?id=csm_get_help) for further information on how to process your Abuse ticket. To make your request easier to process, please ensure that you include the reference to this Abuse ticket in your support request. + +/// + ## Go further -Join our [community of users](/links/community). \ No newline at end of file +[OVHcloud account management FAQ](/pages/account_and_service_management/account_information/faq-account-management) + +Join our [community of users](/links/community). diff --git a/pages/account_and_service_management/account_information/faq-support/guide.en-gb.md b/pages/account_and_service_management/account_information/faq-support/guide.en-gb.md index a6a45580a96..923955ca147 100644 --- a/pages/account_and_service_management/account_information/faq-support/guide.en-gb.md +++ b/pages/account_and_service_management/account_information/faq-support/guide.en-gb.md @@ -103,7 +103,7 @@ This may solve some login problems. To avoid waiting on the phone, please create a support request via the [OVHcloud Help Centre](https://help.ovhcloud.com/csm?id=csm_get_help). Click on `✉ Tickets`{.action} then on the `Ticket creation`{.action} button. -You can also refer to our documentation (FAQs, guides, diagnostic tools, etc.) in the [Help Centre](https://help.ovhcloud.com/csm/en-gb-documentation?id=kb_home). +You can also refer to our documentation (FAQs, guides, diagnostic tools, etc.) in the [Help Centre](/links/documentation). /// @@ -236,7 +236,7 @@ Contact OVHcloud support by phone: Your NIC handle (Customer ID) will then be blocked. Services that were fraudulently ordered will be deleted and automatically refunded. -Finally, in order to regain control of your customer account, we may ask you to change your email address and/or password via this link: [www.ovh.co.uk/cgi-bin/en/procedure/procedureChangeEmail.cgi](https://www.ovh.co.uk/cgi-bin/en/procedure/procedureChangeEmail.cgi) +Finally, in order to regain control of your customer account, we may ask you to change your email address and/or password via [this link](/links/transversal/procedure-email-change). /// diff --git a/pages/account_and_service_management/account_information/faq-support/guide.en-ie.md b/pages/account_and_service_management/account_information/faq-support/guide.en-ie.md index 033e1babf97..06e4b4a80f1 100644 --- a/pages/account_and_service_management/account_information/faq-support/guide.en-ie.md +++ b/pages/account_and_service_management/account_information/faq-support/guide.en-ie.md @@ -1,9 +1,23 @@ --- title: OVHcloud Support FAQ excerpt: Find the most frequently asked questions about the OVHcloud support -updated: 2025-04-28 +updated: 2025-09-12 --- + + ## Objective Find the most frequently asked questions about the OVHcloud support. @@ -14,7 +28,49 @@ Find the most frequently asked questions about the OVHcloud support. -### What should I do if I experience any difficulties logging in to the Help Center or the ticket management interface? +### Service status + +/// details | I think my service is experiencing an incident. Where can I check if there is a global incident? + +If you identify an outage on your service and have already confirmed that it is active/renewed, check this page to check for any ongoing incidents on our infrastructure: . + +Then click on the infrastructure concerned (e.g.: `Web Cloud`{.action} for a Web Hosting plan). + +Click on the event corresponding to the service concerned for more information. + +> [!success] +> +> For Web Hosting platforms, you can read [this guide](/pages/web_cloud/web_hosting/how_to_know_cluster_and_filer/) to check your hosting cluster and filer to see if it is affected by an ongoing or past incident. + +/// + +/// details | How do I get the latest information by email on a specific incident or maintenance? + +If you have confirmed on [this page](https://www.status-ovhcloud.com/) or via the support team that your service is affected by an ongoing incident and you would like to receive updates by email, you can subscribe to this specific incident for updates. + +To do this, go to and open the current case concerned. + +Then click the `Subscribe to this report`{.action} button. + +You can also subscribe to one of the "status" pages to receive general updates on the various incidents and maintenances. + +For example, on the [Web Cloud Status](https://web-cloud.status-ovhcloud.com/) page, click `Subscribe to updates`{.action}. + +/// + +### Contacting support + +/// details | How do I create a support ticket? + +Click [this link](https://help.ovhcloud.com/csm?id=csm_get_help) to create a support ticket from the OVHcloud Help Centre. Then log in with your OVHcloud credentials. + +Once you have logged in, click on `✉ Tickets`{.action} then on the `Ticket creation`{.action} button. Select the reason for your request, then select the product and service concerned. Then specify your request to access personalized suggestions for help and advice. If this does not meet your needs, click `Next`{.action} to complete your request and create a support ticket. Please ensure that you provide as much information as possible, so that our teams can help you best. + +/// + + + +/// details | What should I do if I experience any difficulties logging in to the Help Center or the ticket management interface? If you are having trouble connecting to our support center or ticket management interface, the following issues may be the cause: @@ -32,38 +88,95 @@ Here are some solutions to try: If the problem persists, please contact our assistance team for help. -#### Tips and Tricks: +> [!success] +> +> If you have trouble connecting to the OVHcloud Control Panel, you can also try connecting using one of the following two gateways: +> +> - European Union (EU): +> - Canada (CA): -If you have trouble connecting to the OVHcloud Control Panel, you can also try connecting using one of the following two gateways: +This may solve some login problems. -- European Union (EU): -- Canada (CA): +/// -This may solve some login problems. +/// details | What should I do if I can't reach support by phone? -### What should I do if I can't reach support by phone? +To avoid waiting on the phone, please create a support request via the [OVHcloud Help Centre](https://help.ovhcloud.com/csm?id=csm_get_help). Click on `✉ Tickets`{.action} then on the `Ticket creation`{.action} button. -To avoid waiting on the phone, please create a support request via the [OVHcloud Help Centre](https://help.ovhcloud.com/csm?id=csm_get_help). Click on the button `Create a ticket`{.action}. +You can also refer to our documentation (FAQs, guides, diagnostic tools, etc.) in the [Help Centre](/links/documentation). -You can also refer to our documentation (FAQs, guides, diagnostic tools, etc.) in the [Help Centre](https://help.ovhcloud.com/csm/en-gb-documentation?id=kb_home). +/// -### Why has the ticket creation form changed? +/// details | Why has the ticket creation form changed? The aim of this new form is to make the ticket creation process more comprehensive and accurate, with a questionnaire. This means we can classify your requests more efficiently in accordance with the service type, your support requirements, and how critical they are. It also avoids time-consuming back-and-forth between you and our teams. -### How can I send documents and other files to the OVHcloud support? +/// + +/// details | How can I send documents and other files to the OVHcloud support? You can transmit files in these formats (max. size: 1024 MB): bmp, cap, csv, eml, gif, jpeg, jpg, pcap, pdf, png, txt, xml, yaml, yml. Create a support request in the [OVHcloud Help Centre](https://help.ovhcloud.com/csm?id=csm_get_help) and attach your files. -### Where can I find my support level? +If your files exceed the maximum size allowed, or if you need to share an unsupported format, you can reply directly to the ticket copy sent by email **to the address associated with your NIC handle** and attach the files. This will allow us to review them and respond to your request securely. + +/// + +/// details | Where can I find my support level? To find out the level of support associated with your NIC handle, log in to your [OVHcloud Control Panel](/links/manager), then click on your name in the top right-hand corner. The support level appears to the right of **Support**. If you have not subscribed to a paid support service, you will receive the Standard level by default. Explore and compare the different support levels available [here](/links/support). -### Why has OVHcloud changed its customer support? +/// + +/// details | Can I provide links to external sites, such as Google Drive, in a ticket? + +We can't access external links such as Google Drive, as this might compromise the security and privacy of your information. + +If you need to share files, you can add them directly to your ticket from the [OVHcloud Help Center](https://help.ovhcloud.com/csm?id=csm_get_help) in the following formats (max size: : 1024 MB): bmp, cap, csv, eml, gif, jpeg, jpg, pcap, pdf, png, txt, xml, yaml, yml. + +/// + +/// details | Can I add video files to a ticket? What are the size, format and duration recommendations? + +If you would like to send us a video, please note that only the gif format is accepted, and that the size must not exceed 1024 MB. If your video is in a different format or is larger, you can choose one of two methods: + +- Reply by email (from the email address associated with the OVHcloud account) to the support ticket, and add the video attached to your reply. +- Upload the video to a platform such as YouTube and share the link of the video in the ticket. + +> [!warning] +> **Warning!** +> If your video shows sensitive information about your account (e.g. customer ID, password(s), IP address(es), service ID(s), etc.), do not upload the video in public to a platform such as YouTube, you would expose your services to potential data piracy. + +/// + +/// details | How can I view my old support tickets? + +Click [this link](https://help.ovhcloud.com/csm?id=csm_get_help) to connect to the OVHcloud Help Center. Enter your OVHcloud credentials. + +Once you have logged in, your most recent support tickets will be displayed. Click the filter icon above the list of your tickets. + +You can then click the `Clear all`{.action} button to reset all filter conditions and thus view old closed tickets. + +> [!success] +> Once you have cleared all the filter conditions, click on the `Updated`{.action} column to sort your tickets by update date. +> + +/// + +/// details | I need a content expert/system administrator, do you have this type of specialist? Where can I contact them? + +If you have a problem with your service due to content management and/or poor local configuration, you can contact one of our recommended partners for additional assistance on topics not included in OVHcloud technical support. + +You can find the list of OVHcloud partners on [this page](/links/partner). + +/// + +### Support levels + +/// details | Why has OVHcloud changed its customer support? OVHcloud has done this to enhance the experience it offers. Our new support structure is designed to meet growing customer expectations, with quicker replies to questions and even higher service quality. @@ -71,6 +184,114 @@ This is why OVHcloud is now offering a wider, more accurate support system that Explore and compare the different support levels available [here](/links/support). +/// + +/// details | Where can I find my support level? + +To find out the level of support associated with your account, log in to your [OVHcloud Control Panel](/links/manager), then click on your name in the top right-hand corner. The support level appears to the right of **Support**. If you have not subscribed to a paid support service, you will receive the Standard level by default. + +Discover and compare the different support levels available [here](/links/support). + +/// + +/// details | I want to get Standard support again, how can I cancel my current support level? + +After the end of the initial 12-month contract period, you may terminate your Premium support level at any time, without being bound by a fixed contractual term. + +In this case, we need written confirmation to process the termination. + +To terminate this contract, please contact our support team by creating a [support ticket via the OVHcloud Help Center](https://help.ovhcloud.com/csm?id=csm_get_help). + +> [!warning] +> **Important:** +> +> - Premium support is subscribed to on the basis of a 12-month contract and customers cannot cancel the service for the duration of the contract. +> - The only exception is the right of withdrawal after purchase, which is subject to certain conditions: +> - The cancelation must be requested within 14 days from the date of purchase. +> - The service must have been purchased as an individual customer. + +Contact [our support team](https://help.ovhcloud.com/csm?id=csm_get_help) for more information. + +/// + +/// details | Do you have video tutorials? + +We are adding more and more tutorials to our YouTube channel: . + +Feel free to use the search engine on this page to find videos on a particular theme (for example: "create a website"). + +/// + +### Reporting abusive/illegal activity or hacking + +/// details | What do I do if my OVHcloud account has been hacked? + +If your OVHcloud account has been fraudulently used (identity, payment method, etc.), we strongly recommend filing a complaint as soon as possible with your local police force. + +Once you have filed it, you will need to send us a copy of the documentation. We can then start our internal processes. + +Contact OVHcloud support by phone: + +- UK: +44333 370 0425 + +Your NIC handle (Customer ID) will then be blocked. Services that were fraudulently ordered will be deleted and automatically refunded. + +Finally, in order to regain control of your customer account, we may ask you to change your email address and/or password via [this link](/links/transversal/procedure-email-change). + +/// + +/// details | I have received an email that appears to be a phishing scam impersonating OVHcloud, how do I report it for verification? + +To identify and report a phishing email or SMS, please refer to our [dedicated guide](/pages/account_and_service_management/account_information/phishing_care) + +/// + +/// details | How do I report abusive behaviour or illegal content from services hosted by OVHcloud that I am a victim of? + +You can report any abusive behaviour or illegal content on the dedicated OVHcloud platform [www.ovh.com/abuse/](https://www.ovh.com/abuse/). Select the category concerned, then enter the fields requested. + +Only logs and technical elements can be sent to the owner of the service concerned. Please do not include any personal data in these fields. + +/// + +/// details | After abuse has been reported, what happens to my report? + +Your report will be processed as soon as possible by OVHcloud’s legal team. Your complaint will be analysed, and we will provide you with further details. If any of our customers’ abusive behaviour is proven, we will inform you and take the necessary measures with the people concerned to put an end to it as soon as possible. + +/// + +/// details | OVHcloud has sent me an email flagging potential abuse from my services, what should I do? + +If abusive behaviour has been reported to us or detected by our teams, you will receive an email from an email address with the following format: ticket+"ticket-number"@abuse.ovh.net. + +In view of the additional information provided to you in this email, we will ask you to conduct an investigation in order to stop the abusive behaviour and/or remove any illegal content. + +To ensure that your services are not being controlled by a third party (e.g. following a hacking incident), we recommend checking that your services are secure: + +- [Secure your OVHcloud account and manage your personal information](/pages/account_and_service_management/account_information/all_about_username) +- [Change your account password](/pages/account_and_service_management/account_information/manage-ovh-password) +- [Secure your OVHcloud account with two-factor authentication](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa) +- [How to secure your website](/pages/web_cloud/web_hosting/secure_your_website) +- [Secure a VPS](/pages/bare_metal_cloud/virtual_private_servers/secure_your_vps) +- [Secure a dedicated server](/pages/bare_metal_cloud/dedicated_servers/securing-a-dedicated-server) + +/// + +/// details | If abuse is detected on one of my OVHcloud services, how can I avoid a suspension? + +Once you have carried out the required actions yourself, you will need to reply directly to the email sent to you by our Abuse team, specifying the measures you have taken. +A member of our team will reply as soon as possible. + +/// + +/// details | I replied to the OVHcloud Abuse team, but my service is still blocked. What should I do? + +From the OVHcloud Control Panel, you can open a support ticket to [OVHcloud Help Center](https://help.ovhcloud.com/csm?id=csm_get_help) for further information on how to process your Abuse ticket. To make your request easier to process, please ensure that you include the reference to this Abuse ticket in your support request. + +/// + ## Go further -Join our [community of users](/links/community). \ No newline at end of file +[OVHcloud account management FAQ](/pages/account_and_service_management/account_information/faq-account-management) + +Join our [community of users](/links/community). diff --git a/pages/account_and_service_management/account_information/faq-support/guide.en-sg.md b/pages/account_and_service_management/account_information/faq-support/guide.en-sg.md index 033e1babf97..06e4b4a80f1 100644 --- a/pages/account_and_service_management/account_information/faq-support/guide.en-sg.md +++ b/pages/account_and_service_management/account_information/faq-support/guide.en-sg.md @@ -1,9 +1,23 @@ --- title: OVHcloud Support FAQ excerpt: Find the most frequently asked questions about the OVHcloud support -updated: 2025-04-28 +updated: 2025-09-12 --- + + ## Objective Find the most frequently asked questions about the OVHcloud support. @@ -14,7 +28,49 @@ Find the most frequently asked questions about the OVHcloud support. -### What should I do if I experience any difficulties logging in to the Help Center or the ticket management interface? +### Service status + +/// details | I think my service is experiencing an incident. Where can I check if there is a global incident? + +If you identify an outage on your service and have already confirmed that it is active/renewed, check this page to check for any ongoing incidents on our infrastructure: . + +Then click on the infrastructure concerned (e.g.: `Web Cloud`{.action} for a Web Hosting plan). + +Click on the event corresponding to the service concerned for more information. + +> [!success] +> +> For Web Hosting platforms, you can read [this guide](/pages/web_cloud/web_hosting/how_to_know_cluster_and_filer/) to check your hosting cluster and filer to see if it is affected by an ongoing or past incident. + +/// + +/// details | How do I get the latest information by email on a specific incident or maintenance? + +If you have confirmed on [this page](https://www.status-ovhcloud.com/) or via the support team that your service is affected by an ongoing incident and you would like to receive updates by email, you can subscribe to this specific incident for updates. + +To do this, go to and open the current case concerned. + +Then click the `Subscribe to this report`{.action} button. + +You can also subscribe to one of the "status" pages to receive general updates on the various incidents and maintenances. + +For example, on the [Web Cloud Status](https://web-cloud.status-ovhcloud.com/) page, click `Subscribe to updates`{.action}. + +/// + +### Contacting support + +/// details | How do I create a support ticket? + +Click [this link](https://help.ovhcloud.com/csm?id=csm_get_help) to create a support ticket from the OVHcloud Help Centre. Then log in with your OVHcloud credentials. + +Once you have logged in, click on `✉ Tickets`{.action} then on the `Ticket creation`{.action} button. Select the reason for your request, then select the product and service concerned. Then specify your request to access personalized suggestions for help and advice. If this does not meet your needs, click `Next`{.action} to complete your request and create a support ticket. Please ensure that you provide as much information as possible, so that our teams can help you best. + +/// + + + +/// details | What should I do if I experience any difficulties logging in to the Help Center or the ticket management interface? If you are having trouble connecting to our support center or ticket management interface, the following issues may be the cause: @@ -32,38 +88,95 @@ Here are some solutions to try: If the problem persists, please contact our assistance team for help. -#### Tips and Tricks: +> [!success] +> +> If you have trouble connecting to the OVHcloud Control Panel, you can also try connecting using one of the following two gateways: +> +> - European Union (EU): +> - Canada (CA): -If you have trouble connecting to the OVHcloud Control Panel, you can also try connecting using one of the following two gateways: +This may solve some login problems. -- European Union (EU): -- Canada (CA): +/// -This may solve some login problems. +/// details | What should I do if I can't reach support by phone? -### What should I do if I can't reach support by phone? +To avoid waiting on the phone, please create a support request via the [OVHcloud Help Centre](https://help.ovhcloud.com/csm?id=csm_get_help). Click on `✉ Tickets`{.action} then on the `Ticket creation`{.action} button. -To avoid waiting on the phone, please create a support request via the [OVHcloud Help Centre](https://help.ovhcloud.com/csm?id=csm_get_help). Click on the button `Create a ticket`{.action}. +You can also refer to our documentation (FAQs, guides, diagnostic tools, etc.) in the [Help Centre](/links/documentation). -You can also refer to our documentation (FAQs, guides, diagnostic tools, etc.) in the [Help Centre](https://help.ovhcloud.com/csm/en-gb-documentation?id=kb_home). +/// -### Why has the ticket creation form changed? +/// details | Why has the ticket creation form changed? The aim of this new form is to make the ticket creation process more comprehensive and accurate, with a questionnaire. This means we can classify your requests more efficiently in accordance with the service type, your support requirements, and how critical they are. It also avoids time-consuming back-and-forth between you and our teams. -### How can I send documents and other files to the OVHcloud support? +/// + +/// details | How can I send documents and other files to the OVHcloud support? You can transmit files in these formats (max. size: 1024 MB): bmp, cap, csv, eml, gif, jpeg, jpg, pcap, pdf, png, txt, xml, yaml, yml. Create a support request in the [OVHcloud Help Centre](https://help.ovhcloud.com/csm?id=csm_get_help) and attach your files. -### Where can I find my support level? +If your files exceed the maximum size allowed, or if you need to share an unsupported format, you can reply directly to the ticket copy sent by email **to the address associated with your NIC handle** and attach the files. This will allow us to review them and respond to your request securely. + +/// + +/// details | Where can I find my support level? To find out the level of support associated with your NIC handle, log in to your [OVHcloud Control Panel](/links/manager), then click on your name in the top right-hand corner. The support level appears to the right of **Support**. If you have not subscribed to a paid support service, you will receive the Standard level by default. Explore and compare the different support levels available [here](/links/support). -### Why has OVHcloud changed its customer support? +/// + +/// details | Can I provide links to external sites, such as Google Drive, in a ticket? + +We can't access external links such as Google Drive, as this might compromise the security and privacy of your information. + +If you need to share files, you can add them directly to your ticket from the [OVHcloud Help Center](https://help.ovhcloud.com/csm?id=csm_get_help) in the following formats (max size: : 1024 MB): bmp, cap, csv, eml, gif, jpeg, jpg, pcap, pdf, png, txt, xml, yaml, yml. + +/// + +/// details | Can I add video files to a ticket? What are the size, format and duration recommendations? + +If you would like to send us a video, please note that only the gif format is accepted, and that the size must not exceed 1024 MB. If your video is in a different format or is larger, you can choose one of two methods: + +- Reply by email (from the email address associated with the OVHcloud account) to the support ticket, and add the video attached to your reply. +- Upload the video to a platform such as YouTube and share the link of the video in the ticket. + +> [!warning] +> **Warning!** +> If your video shows sensitive information about your account (e.g. customer ID, password(s), IP address(es), service ID(s), etc.), do not upload the video in public to a platform such as YouTube, you would expose your services to potential data piracy. + +/// + +/// details | How can I view my old support tickets? + +Click [this link](https://help.ovhcloud.com/csm?id=csm_get_help) to connect to the OVHcloud Help Center. Enter your OVHcloud credentials. + +Once you have logged in, your most recent support tickets will be displayed. Click the filter icon above the list of your tickets. + +You can then click the `Clear all`{.action} button to reset all filter conditions and thus view old closed tickets. + +> [!success] +> Once you have cleared all the filter conditions, click on the `Updated`{.action} column to sort your tickets by update date. +> + +/// + +/// details | I need a content expert/system administrator, do you have this type of specialist? Where can I contact them? + +If you have a problem with your service due to content management and/or poor local configuration, you can contact one of our recommended partners for additional assistance on topics not included in OVHcloud technical support. + +You can find the list of OVHcloud partners on [this page](/links/partner). + +/// + +### Support levels + +/// details | Why has OVHcloud changed its customer support? OVHcloud has done this to enhance the experience it offers. Our new support structure is designed to meet growing customer expectations, with quicker replies to questions and even higher service quality. @@ -71,6 +184,114 @@ This is why OVHcloud is now offering a wider, more accurate support system that Explore and compare the different support levels available [here](/links/support). +/// + +/// details | Where can I find my support level? + +To find out the level of support associated with your account, log in to your [OVHcloud Control Panel](/links/manager), then click on your name in the top right-hand corner. The support level appears to the right of **Support**. If you have not subscribed to a paid support service, you will receive the Standard level by default. + +Discover and compare the different support levels available [here](/links/support). + +/// + +/// details | I want to get Standard support again, how can I cancel my current support level? + +After the end of the initial 12-month contract period, you may terminate your Premium support level at any time, without being bound by a fixed contractual term. + +In this case, we need written confirmation to process the termination. + +To terminate this contract, please contact our support team by creating a [support ticket via the OVHcloud Help Center](https://help.ovhcloud.com/csm?id=csm_get_help). + +> [!warning] +> **Important:** +> +> - Premium support is subscribed to on the basis of a 12-month contract and customers cannot cancel the service for the duration of the contract. +> - The only exception is the right of withdrawal after purchase, which is subject to certain conditions: +> - The cancelation must be requested within 14 days from the date of purchase. +> - The service must have been purchased as an individual customer. + +Contact [our support team](https://help.ovhcloud.com/csm?id=csm_get_help) for more information. + +/// + +/// details | Do you have video tutorials? + +We are adding more and more tutorials to our YouTube channel: . + +Feel free to use the search engine on this page to find videos on a particular theme (for example: "create a website"). + +/// + +### Reporting abusive/illegal activity or hacking + +/// details | What do I do if my OVHcloud account has been hacked? + +If your OVHcloud account has been fraudulently used (identity, payment method, etc.), we strongly recommend filing a complaint as soon as possible with your local police force. + +Once you have filed it, you will need to send us a copy of the documentation. We can then start our internal processes. + +Contact OVHcloud support by phone: + +- UK: +44333 370 0425 + +Your NIC handle (Customer ID) will then be blocked. Services that were fraudulently ordered will be deleted and automatically refunded. + +Finally, in order to regain control of your customer account, we may ask you to change your email address and/or password via [this link](/links/transversal/procedure-email-change). + +/// + +/// details | I have received an email that appears to be a phishing scam impersonating OVHcloud, how do I report it for verification? + +To identify and report a phishing email or SMS, please refer to our [dedicated guide](/pages/account_and_service_management/account_information/phishing_care) + +/// + +/// details | How do I report abusive behaviour or illegal content from services hosted by OVHcloud that I am a victim of? + +You can report any abusive behaviour or illegal content on the dedicated OVHcloud platform [www.ovh.com/abuse/](https://www.ovh.com/abuse/). Select the category concerned, then enter the fields requested. + +Only logs and technical elements can be sent to the owner of the service concerned. Please do not include any personal data in these fields. + +/// + +/// details | After abuse has been reported, what happens to my report? + +Your report will be processed as soon as possible by OVHcloud’s legal team. Your complaint will be analysed, and we will provide you with further details. If any of our customers’ abusive behaviour is proven, we will inform you and take the necessary measures with the people concerned to put an end to it as soon as possible. + +/// + +/// details | OVHcloud has sent me an email flagging potential abuse from my services, what should I do? + +If abusive behaviour has been reported to us or detected by our teams, you will receive an email from an email address with the following format: ticket+"ticket-number"@abuse.ovh.net. + +In view of the additional information provided to you in this email, we will ask you to conduct an investigation in order to stop the abusive behaviour and/or remove any illegal content. + +To ensure that your services are not being controlled by a third party (e.g. following a hacking incident), we recommend checking that your services are secure: + +- [Secure your OVHcloud account and manage your personal information](/pages/account_and_service_management/account_information/all_about_username) +- [Change your account password](/pages/account_and_service_management/account_information/manage-ovh-password) +- [Secure your OVHcloud account with two-factor authentication](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa) +- [How to secure your website](/pages/web_cloud/web_hosting/secure_your_website) +- [Secure a VPS](/pages/bare_metal_cloud/virtual_private_servers/secure_your_vps) +- [Secure a dedicated server](/pages/bare_metal_cloud/dedicated_servers/securing-a-dedicated-server) + +/// + +/// details | If abuse is detected on one of my OVHcloud services, how can I avoid a suspension? + +Once you have carried out the required actions yourself, you will need to reply directly to the email sent to you by our Abuse team, specifying the measures you have taken. +A member of our team will reply as soon as possible. + +/// + +/// details | I replied to the OVHcloud Abuse team, but my service is still blocked. What should I do? + +From the OVHcloud Control Panel, you can open a support ticket to [OVHcloud Help Center](https://help.ovhcloud.com/csm?id=csm_get_help) for further information on how to process your Abuse ticket. To make your request easier to process, please ensure that you include the reference to this Abuse ticket in your support request. + +/// + ## Go further -Join our [community of users](/links/community). \ No newline at end of file +[OVHcloud account management FAQ](/pages/account_and_service_management/account_information/faq-account-management) + +Join our [community of users](/links/community). diff --git a/pages/account_and_service_management/account_information/faq-support/guide.en-us.md b/pages/account_and_service_management/account_information/faq-support/guide.en-us.md index 033e1babf97..06e4b4a80f1 100644 --- a/pages/account_and_service_management/account_information/faq-support/guide.en-us.md +++ b/pages/account_and_service_management/account_information/faq-support/guide.en-us.md @@ -1,9 +1,23 @@ --- title: OVHcloud Support FAQ excerpt: Find the most frequently asked questions about the OVHcloud support -updated: 2025-04-28 +updated: 2025-09-12 --- + + ## Objective Find the most frequently asked questions about the OVHcloud support. @@ -14,7 +28,49 @@ Find the most frequently asked questions about the OVHcloud support. -### What should I do if I experience any difficulties logging in to the Help Center or the ticket management interface? +### Service status + +/// details | I think my service is experiencing an incident. Where can I check if there is a global incident? + +If you identify an outage on your service and have already confirmed that it is active/renewed, check this page to check for any ongoing incidents on our infrastructure: . + +Then click on the infrastructure concerned (e.g.: `Web Cloud`{.action} for a Web Hosting plan). + +Click on the event corresponding to the service concerned for more information. + +> [!success] +> +> For Web Hosting platforms, you can read [this guide](/pages/web_cloud/web_hosting/how_to_know_cluster_and_filer/) to check your hosting cluster and filer to see if it is affected by an ongoing or past incident. + +/// + +/// details | How do I get the latest information by email on a specific incident or maintenance? + +If you have confirmed on [this page](https://www.status-ovhcloud.com/) or via the support team that your service is affected by an ongoing incident and you would like to receive updates by email, you can subscribe to this specific incident for updates. + +To do this, go to and open the current case concerned. + +Then click the `Subscribe to this report`{.action} button. + +You can also subscribe to one of the "status" pages to receive general updates on the various incidents and maintenances. + +For example, on the [Web Cloud Status](https://web-cloud.status-ovhcloud.com/) page, click `Subscribe to updates`{.action}. + +/// + +### Contacting support + +/// details | How do I create a support ticket? + +Click [this link](https://help.ovhcloud.com/csm?id=csm_get_help) to create a support ticket from the OVHcloud Help Centre. Then log in with your OVHcloud credentials. + +Once you have logged in, click on `✉ Tickets`{.action} then on the `Ticket creation`{.action} button. Select the reason for your request, then select the product and service concerned. Then specify your request to access personalized suggestions for help and advice. If this does not meet your needs, click `Next`{.action} to complete your request and create a support ticket. Please ensure that you provide as much information as possible, so that our teams can help you best. + +/// + + + +/// details | What should I do if I experience any difficulties logging in to the Help Center or the ticket management interface? If you are having trouble connecting to our support center or ticket management interface, the following issues may be the cause: @@ -32,38 +88,95 @@ Here are some solutions to try: If the problem persists, please contact our assistance team for help. -#### Tips and Tricks: +> [!success] +> +> If you have trouble connecting to the OVHcloud Control Panel, you can also try connecting using one of the following two gateways: +> +> - European Union (EU): +> - Canada (CA): -If you have trouble connecting to the OVHcloud Control Panel, you can also try connecting using one of the following two gateways: +This may solve some login problems. -- European Union (EU): -- Canada (CA): +/// -This may solve some login problems. +/// details | What should I do if I can't reach support by phone? -### What should I do if I can't reach support by phone? +To avoid waiting on the phone, please create a support request via the [OVHcloud Help Centre](https://help.ovhcloud.com/csm?id=csm_get_help). Click on `✉ Tickets`{.action} then on the `Ticket creation`{.action} button. -To avoid waiting on the phone, please create a support request via the [OVHcloud Help Centre](https://help.ovhcloud.com/csm?id=csm_get_help). Click on the button `Create a ticket`{.action}. +You can also refer to our documentation (FAQs, guides, diagnostic tools, etc.) in the [Help Centre](/links/documentation). -You can also refer to our documentation (FAQs, guides, diagnostic tools, etc.) in the [Help Centre](https://help.ovhcloud.com/csm/en-gb-documentation?id=kb_home). +/// -### Why has the ticket creation form changed? +/// details | Why has the ticket creation form changed? The aim of this new form is to make the ticket creation process more comprehensive and accurate, with a questionnaire. This means we can classify your requests more efficiently in accordance with the service type, your support requirements, and how critical they are. It also avoids time-consuming back-and-forth between you and our teams. -### How can I send documents and other files to the OVHcloud support? +/// + +/// details | How can I send documents and other files to the OVHcloud support? You can transmit files in these formats (max. size: 1024 MB): bmp, cap, csv, eml, gif, jpeg, jpg, pcap, pdf, png, txt, xml, yaml, yml. Create a support request in the [OVHcloud Help Centre](https://help.ovhcloud.com/csm?id=csm_get_help) and attach your files. -### Where can I find my support level? +If your files exceed the maximum size allowed, or if you need to share an unsupported format, you can reply directly to the ticket copy sent by email **to the address associated with your NIC handle** and attach the files. This will allow us to review them and respond to your request securely. + +/// + +/// details | Where can I find my support level? To find out the level of support associated with your NIC handle, log in to your [OVHcloud Control Panel](/links/manager), then click on your name in the top right-hand corner. The support level appears to the right of **Support**. If you have not subscribed to a paid support service, you will receive the Standard level by default. Explore and compare the different support levels available [here](/links/support). -### Why has OVHcloud changed its customer support? +/// + +/// details | Can I provide links to external sites, such as Google Drive, in a ticket? + +We can't access external links such as Google Drive, as this might compromise the security and privacy of your information. + +If you need to share files, you can add them directly to your ticket from the [OVHcloud Help Center](https://help.ovhcloud.com/csm?id=csm_get_help) in the following formats (max size: : 1024 MB): bmp, cap, csv, eml, gif, jpeg, jpg, pcap, pdf, png, txt, xml, yaml, yml. + +/// + +/// details | Can I add video files to a ticket? What are the size, format and duration recommendations? + +If you would like to send us a video, please note that only the gif format is accepted, and that the size must not exceed 1024 MB. If your video is in a different format or is larger, you can choose one of two methods: + +- Reply by email (from the email address associated with the OVHcloud account) to the support ticket, and add the video attached to your reply. +- Upload the video to a platform such as YouTube and share the link of the video in the ticket. + +> [!warning] +> **Warning!** +> If your video shows sensitive information about your account (e.g. customer ID, password(s), IP address(es), service ID(s), etc.), do not upload the video in public to a platform such as YouTube, you would expose your services to potential data piracy. + +/// + +/// details | How can I view my old support tickets? + +Click [this link](https://help.ovhcloud.com/csm?id=csm_get_help) to connect to the OVHcloud Help Center. Enter your OVHcloud credentials. + +Once you have logged in, your most recent support tickets will be displayed. Click the filter icon above the list of your tickets. + +You can then click the `Clear all`{.action} button to reset all filter conditions and thus view old closed tickets. + +> [!success] +> Once you have cleared all the filter conditions, click on the `Updated`{.action} column to sort your tickets by update date. +> + +/// + +/// details | I need a content expert/system administrator, do you have this type of specialist? Where can I contact them? + +If you have a problem with your service due to content management and/or poor local configuration, you can contact one of our recommended partners for additional assistance on topics not included in OVHcloud technical support. + +You can find the list of OVHcloud partners on [this page](/links/partner). + +/// + +### Support levels + +/// details | Why has OVHcloud changed its customer support? OVHcloud has done this to enhance the experience it offers. Our new support structure is designed to meet growing customer expectations, with quicker replies to questions and even higher service quality. @@ -71,6 +184,114 @@ This is why OVHcloud is now offering a wider, more accurate support system that Explore and compare the different support levels available [here](/links/support). +/// + +/// details | Where can I find my support level? + +To find out the level of support associated with your account, log in to your [OVHcloud Control Panel](/links/manager), then click on your name in the top right-hand corner. The support level appears to the right of **Support**. If you have not subscribed to a paid support service, you will receive the Standard level by default. + +Discover and compare the different support levels available [here](/links/support). + +/// + +/// details | I want to get Standard support again, how can I cancel my current support level? + +After the end of the initial 12-month contract period, you may terminate your Premium support level at any time, without being bound by a fixed contractual term. + +In this case, we need written confirmation to process the termination. + +To terminate this contract, please contact our support team by creating a [support ticket via the OVHcloud Help Center](https://help.ovhcloud.com/csm?id=csm_get_help). + +> [!warning] +> **Important:** +> +> - Premium support is subscribed to on the basis of a 12-month contract and customers cannot cancel the service for the duration of the contract. +> - The only exception is the right of withdrawal after purchase, which is subject to certain conditions: +> - The cancelation must be requested within 14 days from the date of purchase. +> - The service must have been purchased as an individual customer. + +Contact [our support team](https://help.ovhcloud.com/csm?id=csm_get_help) for more information. + +/// + +/// details | Do you have video tutorials? + +We are adding more and more tutorials to our YouTube channel: . + +Feel free to use the search engine on this page to find videos on a particular theme (for example: "create a website"). + +/// + +### Reporting abusive/illegal activity or hacking + +/// details | What do I do if my OVHcloud account has been hacked? + +If your OVHcloud account has been fraudulently used (identity, payment method, etc.), we strongly recommend filing a complaint as soon as possible with your local police force. + +Once you have filed it, you will need to send us a copy of the documentation. We can then start our internal processes. + +Contact OVHcloud support by phone: + +- UK: +44333 370 0425 + +Your NIC handle (Customer ID) will then be blocked. Services that were fraudulently ordered will be deleted and automatically refunded. + +Finally, in order to regain control of your customer account, we may ask you to change your email address and/or password via [this link](/links/transversal/procedure-email-change). + +/// + +/// details | I have received an email that appears to be a phishing scam impersonating OVHcloud, how do I report it for verification? + +To identify and report a phishing email or SMS, please refer to our [dedicated guide](/pages/account_and_service_management/account_information/phishing_care) + +/// + +/// details | How do I report abusive behaviour or illegal content from services hosted by OVHcloud that I am a victim of? + +You can report any abusive behaviour or illegal content on the dedicated OVHcloud platform [www.ovh.com/abuse/](https://www.ovh.com/abuse/). Select the category concerned, then enter the fields requested. + +Only logs and technical elements can be sent to the owner of the service concerned. Please do not include any personal data in these fields. + +/// + +/// details | After abuse has been reported, what happens to my report? + +Your report will be processed as soon as possible by OVHcloud’s legal team. Your complaint will be analysed, and we will provide you with further details. If any of our customers’ abusive behaviour is proven, we will inform you and take the necessary measures with the people concerned to put an end to it as soon as possible. + +/// + +/// details | OVHcloud has sent me an email flagging potential abuse from my services, what should I do? + +If abusive behaviour has been reported to us or detected by our teams, you will receive an email from an email address with the following format: ticket+"ticket-number"@abuse.ovh.net. + +In view of the additional information provided to you in this email, we will ask you to conduct an investigation in order to stop the abusive behaviour and/or remove any illegal content. + +To ensure that your services are not being controlled by a third party (e.g. following a hacking incident), we recommend checking that your services are secure: + +- [Secure your OVHcloud account and manage your personal information](/pages/account_and_service_management/account_information/all_about_username) +- [Change your account password](/pages/account_and_service_management/account_information/manage-ovh-password) +- [Secure your OVHcloud account with two-factor authentication](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa) +- [How to secure your website](/pages/web_cloud/web_hosting/secure_your_website) +- [Secure a VPS](/pages/bare_metal_cloud/virtual_private_servers/secure_your_vps) +- [Secure a dedicated server](/pages/bare_metal_cloud/dedicated_servers/securing-a-dedicated-server) + +/// + +/// details | If abuse is detected on one of my OVHcloud services, how can I avoid a suspension? + +Once you have carried out the required actions yourself, you will need to reply directly to the email sent to you by our Abuse team, specifying the measures you have taken. +A member of our team will reply as soon as possible. + +/// + +/// details | I replied to the OVHcloud Abuse team, but my service is still blocked. What should I do? + +From the OVHcloud Control Panel, you can open a support ticket to [OVHcloud Help Center](https://help.ovhcloud.com/csm?id=csm_get_help) for further information on how to process your Abuse ticket. To make your request easier to process, please ensure that you include the reference to this Abuse ticket in your support request. + +/// + ## Go further -Join our [community of users](/links/community). \ No newline at end of file +[OVHcloud account management FAQ](/pages/account_and_service_management/account_information/faq-account-management) + +Join our [community of users](/links/community). diff --git a/pages/account_and_service_management/account_information/faq-support/guide.fr-ca.md b/pages/account_and_service_management/account_information/faq-support/guide.fr-ca.md index ad70d89d35f..88beb024dc4 100644 --- a/pages/account_and_service_management/account_information/faq-support/guide.fr-ca.md +++ b/pages/account_and_service_management/account_information/faq-support/guide.fr-ca.md @@ -1,20 +1,78 @@ --- title: FAQ sur le support OVHcloud excerpt: Retrouvez les questions les plus fréquemment posées sur le support OVHcloud -updated: 2025-04-28 +updated: 2025-09-12 --- + + ## Objectif +Votre service fait l'objet d'un incident ? Vous avez besoin d'assistance ?
Retrouvez ici les questions les plus fréquemment posées sur le support OVHcloud. - - ## FAQ -### Que faire si je rencontre des difficultés pour me connecter au centre d'aide ou à l'interface de gestion de mes tickets ? +### Statut des services + +/// details | Je pense que mon service est en train de subir un incident. Où puis-je vérifier s’il y a un incident global ? + +Si vous identifiez une panne sur votre service et avez déjà confirmé qu'il est actif/renouvelé, consultez cette page pour vérifier les éventuels incidents en cours sur nos infrastructures : . + +Cliquez alors sur l'infrastructure concernée (par exemple : `Web Cloud`{.action} pour un hébergement web ou pour une ligne VoIP). + +- Les incidents en cours sont répertoriés dans la section *Current events* (événements actuels) en haut de la page. +- Les incidents passés sont répertoriés dans la section *Past Incidents* en bas de la page. + +Cliquez sur l'événement correspondant au service concerné pour obtenir plus d'informations. + +> [!success] +> +> Pour les plateformes d'hébergement web, vous pouvez consulter [ce guide](/pages/web_cloud/web_hosting/how_to_know_cluster_and_filer/) pour vérifier votre cluster et votre filer d'hébergement afin de vérifier s'il est concerné par un incident en cours ou passé. + +/// + +/// details | Comment recevoir par e-mail les dernières informations sur un incident ou une maintenance spécifique ? + +Si vous avez confirmé sur [cette page](https://www.status-ovhcloud.com/) ou via l'équipe de support que votre service est concerné par un incident en cours et que vous souhaitez recevoir des mises à jour par e-mail, vous pouvez vous abonner à un incident spécifique pour obtenir des mises à jour. + +Pour cela, rendez-vous sur la page et ouvrez l’incident en cours concerné. + +Cliquez alors sur le bouton `Subscribe to this report`{.action}. + +Vous pouvez également vous abonner à l'une des pages « status » pour recevoir des mises à jour générales sur les différents incidents. + +Par exemple, sur la page [Web Cloud Status](https://web-cloud.status-ovhcloud.com/), cliquez sur `Subscribe to updates`{.action}. + +/// + +### Contacter le support + +/// details | Comment créer un ticket d'assistance ? + +Cliquez sur [ce lien](https://help.ovhcloud.com/csm?id=csm_get_help) pour créer un ticket d'assistance depuis le centre d'aide OVHcloud. Connectez-vous alors avec vos identifiants OVHcloud. + +Une fois identifié, cliquez sur `✉ Tickets`{.action} puis sur le bouton `Création de ticket`{.action}. Sélectionnez le motif de votre demande puis le produit et le service concernés. Précisez ensuite votre demande afin d'accéder à des suggestions personnalisées d'aide et de conseils. Si cela ne permet pas de répondre à votre besoin, cliquez sur `Suivant`{.action} pour compléter votre demande afin de créer un ticket d'assistance. Veillez à donner le maximum d'informations pour que nos équipes puissent vous aider au mieux. + +/// + + + +/// details | Que faire si je rencontre des difficultés pour me connecter au centre d'aide ou à l'interface de gestion de mes tickets ? Les causes possibles de cette problématique peuvent être les suivantes : @@ -24,46 +82,97 @@ Les causes possibles de cette problématique peuvent être les suivantes : Voici les solutions à essayer : -- **Mot de passe** : vérifiez que vous avez saisi le mot de passe correct ou réinitialisez votre mot de passe en suivant [cette documentation](/pages/account_and_service_management/account_information/manage-ovh-password#lost-password). -- **Cookies** : assurez-vous d'autoriser les cookies sur votre navigateur. -- **Pays de facturation** : vous pouvez essayer de vous connecter en utilisant l'une des deux passerelles appropriées en fonction de votre localisation et de votre pays de facturation : +- **Mot de passe** : Vérifiez que vous avez saisi le mot de passe correct ou réinitialisez votre mot de passe en suivant [cette documentation](/pages/account_and_service_management/account_information/manage-ovh-password). +- **Cookies** : Assurez-vous d'autoriser les cookies sur votre navigateur. +- **Pays de facturation** : Vous pouvez essayer de vous connecter en utilisant l'une des deux passerelles appropriées en fonction de votre localisation et de votre pays de facturation : - [Union européenne (UE)](https://help.ovhcloud.com/login_with_sso.do?glide_sso_id=5e9c81e66886e8901e111f908472f1e2) - [Canada (CA)](http://help.ovhcloud.com/login_with_sso.do?glide_sso_id=e6292c24e02bb050476bf14567ec5ef1) Si le problème persiste, n'hésitez pas à contacter notre équipe d'assistance pour obtenir de l'aide. -#### Trucs et Astuces +> [!success] +> +> **Trucs et Astuces** +> +> Si vous rencontrez des difficultés pour vous connecter à votre espace client, vous pouvez également essayer de vous connecter en utilisant l'une des deux passerelles suivantes : +> +> - Union européenne (UE) : +> - Canada (CA) : -Si vous rencontrez des difficultés pour vous connecter à votre espace client, vous pouvez également essayer de vous connecter en utilisant l'une des deux passerelles suivantes : +Cela peut résoudre certains problèmes de connexion. -- Union européenne (UE) : -- Canada (CA) : +/// -Cela peut résoudre certains problèmes de connexion. +/// details | Que dois-je faire si je n'arrive pas à joindre le support par téléphone ? -### Que dois-je faire si je n'arrive pas à joindre le support par téléphone ? +Pour éviter d'attendre au téléphone, nous vous invitons à créer une demande d'assistance depuis le [centre d'aide OVHcloud](https://help.ovhcloud.com/csm?id=csm_get_help). Cliquez sur `✉ Tickets`{.action} puis sur le bouton `Création de ticket`{.action}. -Pour éviter d'attendre au téléphone, nous vous invitons à créer une demande de support depuis le [Centre d'aide OVHcloud](https://help.ovhcloud.com/csm?id=csm_get_help). Cliquez sur le bouton `Création de ticket`{.action}. +Vous pouvez également consulter l'ensemble de notre documentation (FAQ, guides, outils de diagnostic, etc.) dans le [centre d'aide](/links/documentation). -Vous pouvez également consulter l'ensemble de notre documentation (FAQ, guides, outils de diagnostic…) dans le [Centre d'aide](https://help.ovhcloud.com/csm/fr-documentation?id=kb_home). +/// -### Pourquoi le formulaire de création de ticket a-t-il évolué ? +/// details | Pourquoi le formulaire de création de ticket a-t-il évolué ? Ce nouveau formulaire a pour objectif de rendre le parcours de création de ticket plus complet et plus précis, grâce à un système de questions. Celui-ci permet de mieux qualifier vos demandes, selon le type de service, votre besoin d'assistance et le niveau de criticité. Il évite ainsi les allers-retours entre vous et nos équipes. -### Comment puis-je envoyer des documents et autres fichiers au support OVHcloud ? +/// + +/// details | Comment puis-je envoyer des documents et autres fichiers au support OVHcloud ? Vous pouvez transmettre des fichiers dans les formats suivants (taille max. : 1024 Mo) : bmp, cap, csv, eml, gif, jpeg, jpg, pcap, pdf, png, txt, xml, yaml, yml. -Créez une demande d’assistance dans le [Centre d’aide OVHcloud](https://help.ovhcloud.com/csm?id=csm_get_help) et joignez vos fichiers. +Créez une demande d’assistance depuis le [centre d’aide OVHcloud](https://help.ovhcloud.com/csm?id=csm_get_help) et joignez vos fichiers. -### Où puis-je trouver mon niveau de support ? +Si vos fichiers dépassent la taille maximale autorisée ou si vous devez partager un format non pris en charge, vous pouvez répondre directement à la copie du ticket envoyée par e-mail **à l'adresse associée à votre identifiant client** et joindre les fichiers. Cela nous permettra de les examiner et de répondre à votre demande en toute sécurité. -Pour connaître le niveau de support associé à votre identifiant client, connectez-vous à votre [espace client OVHcloud](/links/manager), puis cliquez sur votre nom en haut à droite. Le niveau de support apparaît à droite de la mention **Support**. Si vous n’avez pas souscrit à un service de support payant, vous bénéficiez par défaut du niveau Standard. +/// -Découvrez et comparez les différents niveaux de support disponibles [ici](/links/support). +/// details | Puis-je fournir dans un ticket des liens vers des sites externes, comme Google Drive ? + +Nous ne pouvons pas accéder à des liens externes tels que Google Drive, car cela pourrait compromettre la sécurité et la confidentialité de vos informations. + +Si vous avez besoin de partager des fichiers, vous pouvez les ajouter directement dans votre ticket depuis le [centre d’aide OVHcloud](https://help.ovhcloud.com/csm?id=csm_get_help) dans les formats suivants (taille max. : 1024 Mo) : bmp, cap, csv, eml, gif, jpeg, jpg, pcap, pdf, png, txt, xml, yaml, yml. + +/// + +/// details | Puis-je ajouter des fichiers vidéo dans un ticket ? Quelles sont les recommandations de taille, format et durée ? + +Si vous souhaitez nous envoyer une vidéo, sachez que seul le format gif est accepté et que la taille ne doit pas excéder 1024 Mo. Si votre vidéo est dans un autre format ou que sa taille est supérieure, vous pouvez opter pour l'une de ces deux méthodes : + +- Répondre par e-mail (depuis l'adresse e-mail associée au compte OVHcloud) au ticket d'assistance et ajouter la vidéo en pièce jointe à votre réponse. +- Téléverser la vidéo sur une plateforme telle que YouTube puis partager le lien de la vidéo dans le ticket. + +> [!warning] +> **Attention !** +> Si votre vidéo montre des informations sensibles de votre compte (par exemple : identifiant client, mot(s) de passe, adresse(s) IP, identifiant(s) de services, etc.), ne téléversez pas la vidéo en public sur une plateforme telle que YouTube, vous exposeriez vos services à un potentiel piratage de données. + +/// -### Pourquoi OVHcloud a-t-il fait évoluer son support client ? +/// details | Comment puis-je consulter mes anciens tickets d'assistance ? + +Cliquez sur [ce lien](https://help.ovhcloud.com/csm?id=csm_get_help) pour vous connecter au centre d'aide OVHcloud. Renseignez alors vos identifiants OVHcloud. + +Une fois identifié, vos tickets d'assistance les plus récents sont affichés. Cliquez sur l'icône de filtre au-dessus de la liste de vos tickets. + +Vous pouvez alors cliquer sur le bouton `Tout effacer`{.action} pour réinitialiser toutes les conditions de filtre et ainsi consulter d'anciens tickets fermés. + +> [!success] +> Une fois toutes les conditions de filtres effacées, cliquez sur la colonne `Mis à jour`{.action} pour trier vos tickets par date de mise à jour. +> + +/// + +/// details | J’ai besoin d’un expert en contenu/d’un administrateur système, avez-vous ce type de spécialiste ? Où puis-je les contacter ? + +Si vous rencontrez un problème avec votre service dû à la gestion de contenu et/ou à une mauvaise configuration locale, vous pouvez contacter l'un de nos partenaires recommandés pour obtenir une assistance supplémentaire sur des sujets non inclus dans le support technique d'OVHcloud. + +Vous trouverez la liste des partenaires d'OVHcloud sur [cette page](/links/partner). + +/// + +### Les niveaux de support + +/// details | Pourquoi OVHcloud a-t-il fait évoluer son support client ? OVHcloud a pris cette décision afin d’améliorer l’expérience proposée. Celle-ci doit être en adéquation avec vos attentes. C'est-à-dire obtenir des réponses rapides à vos différentes questions, ainsi que bénéficier d'une meilleure qualité de service. @@ -71,6 +180,115 @@ OVHcloud propose donc désormais une offre de support plus large et plus précis Découvrez et comparez les différents niveaux de support disponibles [ici](/links/support). +/// + +/// details | Où puis-je trouver mon niveau de support ? + +Pour connaître le niveau de support associé à votre identifiant client, connectez-vous à votre [espace client OVHcloud](/links/manager), puis cliquez sur votre nom en haut à droite. Le niveau de support apparaît à droite de la mention **Support**. Si vous n’avez pas souscrit à un service de support payant, vous bénéficiez par défaut du niveau Standard. + +Découvrez et comparez les différents niveaux de support disponibles [ici](/links/support). + +/// + +/// details | Je souhaite à nouveau bénéficier du niveau de support Standard, comment puis-je annuler mon niveau de support actuel ? + +Après la fin de la période contractuelle initiale de 12 mois, vous pouvez résilier votre niveau de support Premium à tout moment, sans être lié par une durée contractuelle fixe. + +Dans ce cas, nous avons besoin d'une confirmation écrite pour traiter la résiliation. + +Pour effectuer cette résiliation, veuillez contacter notre équipe de support en créant un [ticket d'assistance via le centre d'aide OVHcloud](https://help.ovhcloud.com/csm?id=csm_get_help). + +> [!warning] +> **Important :** +> +> - Le support Premium est souscrit sur la base d’un contrat de 12 mois et les clients ne peuvent pas résilier le service pendant la durée du contrat. +> - La seule exception est le droit de rétractation après achat, qui est soumis à certaines conditions : +> - La résiliation doit être demandée dans un délai de 14 jours à compter de la date d'achat. +> - Le service doit avoir été acheté en tant que client individuel. + +Contactez [notre équipe de support](https://help.ovhcloud.com/csm?id=csm_get_help) pour plus d'informations. + +/// + +/// details | Avez-vous des tutoriels vidéo ? + +Nous ajoutons de plus en plus de tutoriels sur notre chaîne YouTube : . + +N'hésitez pas à utiliser le moteur de recherche sur cette page pour retrouver des vidéos sur un thème en particulier (par exemple : « créer un site web web »). + +/// + +### Signaler une activité abusive/illicite ou un piratage + +/// details | Que faire si mon compte OVHcloud a été piraté ? + +En cas d’usage frauduleux de votre compte OVHcloud (identité, moyen de paiement, etc.), nous vous invitons à déposer une plainte le plus rapidement possible auprès de la préfecture de Police ou de la gendarmerie. + +Dès que la plainte est en votre possession, vous devrez nous en envoyer une copie. Celle-ci permettra de lancer nos démarches internes. + +Contactez le support OVHcloud par téléphone : + +- France : 1007 (composez le 0033 9 72 10 10 07 depuis une ligne en dehors de la France) +- Canada : 1-855-684-5463 + +Votre identifiant client sera alors bloqué et les services souscrits frauduleusement seront supprimés. + +Enfin, pour retrouver l’usage de votre compte client, nous pourrons vous demander de modifier votre adresse e-mail et/ou votre mot de passe via [cette procédure](/links/transversal/procedure-email-change). + +/// + +/// details | J'ai reçu un e-mail qui semble être du phishing usurpant l'identité d'OVHcloud, comment le signaler pour vérification ? + +Pour identifier et signaler un e-mail ou un SMS de phishing, consultez notre [guide dédié](/pages/account_and_service_management/account_information/phishing_care). + +/// + +/// details | Comment signaler un comportement abusif ou du contenu illicite provenant de services hébergés par OVHcloud et dont je suis victime ? + +Vous pouvez signaler tout comportement abusif ou contenu illicite sur la plateforme OVHcloud [www.ovh.com/abuse/](https://www.ovh.com/abuse/) dédiée à cet effet. Sélectionnez la catégorie concernée puis renseignez les champs demandés. + +Seuls les logs et éléments techniques peuvent être transmis au titulaire du service incriminé. Veillez donc à ne pas inclure de données personnelles dans ces champs. + +/// + +/// details | Suite à la déclaration d'un abus, que devient mon signalement ? + +Votre signalement sera traité dans les meilleurs délais par le service juridique d'OVHcloud. Votre plainte sera analysée et en fonction nous vous communiquerons des précisions supplémentaires. Si le comportement abusif d’un de nos clients est avéré, nous vous en informerons et ferons le nécessaire auprès des personnes concernées pour y mettre fin au plus vite. + +/// + +/// details | OVHcloud m'a envoyé un email stipulant un éventuel comportement abusif de ma part, que dois-je faire ? + +Si un comportement abusif nous a été rapporté ou a été constaté par nos équipes, vous recevrez un e-mail provenant d'une adresse e-mail au format « ticket+"numéro-de-ticket"@abuse.ovh.net ». + +Compte tenu des éléments complémentaires qui vous seront précisés dans cet email, nous vous demanderons de procéder à une investigation afin de remédier au comportement abusif et/ou de supprimer tout contenu illicite. + +Pour vous assurer que vos services ne sont pas sous le contrôle d'un tiers (par exemple suite à un piratage), nous vous recommandons de vérifier la sécurisation de vos services : + +- [Sécuriser mon compte OVHcloud et gérer mes informations personnelles](/pages/account_and_service_management/account_information/all_about_username) +- [Modifier le mot de passe de votre compte](/pages/account_and_service_management/account_information/manage-ovh-password) +- [Sécuriser son compte OVHcloud avec la double authentification](/pages/account_and_service_management/account_information/secure-ovhcloud-account-with-2fa) +- [Comment sécuriser un site Web ?](/pages/web_cloud/web_hosting/secure_your_website) +- [Sécuriser un VPS](/pages/bare_metal_cloud/virtual_private_servers/secure_your_vps) +- [Sécuriser un serveur dédié](/pages/bare_metal_cloud/dedicated_servers/securing-a-dedicated-server) + +/// + +/// details | En cas d'identification d'un éventuel abus sur l'un de mes services OVHcloud, comment éviter une suspension ? + +Une fois les actions nécessaires effectuées par vos soins, répondez directement à l’e-mail qui vous a été envoyé par notre service Abuse, en précisant les mesures que vous avez prises. +Un membre de notre équipe vous répondra alors dès que possible. + +/// + +/// details | J’ai répondu au service Abuse OVHcloud mais mon service est toujours bloqué. Que puis-je faire ? + +Vous pouvez créer un ticket d'assistance depuis le [centre d'aide OVHcloud](https://help.ovhcloud.com/csm?id=csm_get_help) afin d’obtenir des informations complémentaires sur le traitement de votre ticket Abuse. Pour faciliter le traitement de votre demande, veillez à bien mentionner la référence de ce ticket Abuse dans votre demande d’assistance. + +/// + ## Aller plus loin -Échangez avec notre [communauté d'utilisateurs](/links/community). \ No newline at end of file +[FAQ sur la gestion du compte OVHcloud](/pages/account_and_service_management/account_information/faq-account-management) + +Échangez avec notre [communauté d'utilisateurs](/links/community). diff --git a/pages/account_and_service_management/account_information/faq-support/guide.fr-fr.md b/pages/account_and_service_management/account_information/faq-support/guide.fr-fr.md index 9183a066919..57d613ea24b 100644 --- a/pages/account_and_service_management/account_information/faq-support/guide.fr-fr.md +++ b/pages/account_and_service_management/account_information/faq-support/guide.fr-fr.md @@ -107,7 +107,7 @@ Cela peut résoudre certains problèmes de connexion. Pour éviter d'attendre au téléphone, nous vous invitons à créer une demande d'assistance depuis le [centre d'aide OVHcloud](https://help.ovhcloud.com/csm?id=csm_get_help). Cliquez sur `✉ Tickets`{.action} puis sur le bouton `Création de ticket`{.action}. -Vous pouvez également consulter l'ensemble de notre documentation (FAQ, guides, outils de diagnostic, etc.) dans le [centre d'aide](https://help.ovhcloud.com/csm/fr-documentation?id=kb_home). +Vous pouvez également consulter l'ensemble de notre documentation (FAQ, guides, outils de diagnostic, etc.) dans le [centre d'aide](/links/documentation). /// @@ -233,7 +233,7 @@ Contactez le support OVHcloud par téléphone : Votre identifiant client sera alors bloqué et les services souscrits frauduleusement seront supprimés. -Enfin, pour retrouver l’usage de votre compte client, nous pourrons vous demander de modifier votre adresse e-mail et/ou votre mot de passe via [cette procédure](https://www.ovh.com/fr/cgi-bin/fr/procedure/procedureChangeEmail.cgi). +Enfin, pour retrouver l’usage de votre compte client, nous pourrons vous demander de modifier votre adresse e-mail et/ou votre mot de passe via [cette procédure](/links/transversal/procedure-email-change). ///