How do I contact Onyxpane Windows RDP support?

What should a support email include?

A support email gets a faster answer when it names the server and the problem. Include:

• the order reference (ORD-…) shown in your dashboard;
• the IP address of the server, its location and its Windows Server edition;
• the device and the app you connect from, such as Remote Desktop Connection on Windows or Windows App on a Mac;
• what you tried, and the exact error message, with its code if one is shown;
• the time it happened, with the time zone (UTC is easiest).

Never send your account number or your Administrator password, the temporary one or yours. You log in as Administrator over Remote Desktop on port 3389; the temporary password appears in your dashboard and you change it at first login. The guide on how to connect to a Windows RDP from Windows covers a first login.

What should an abuse report contain?

An abuse report should let the team find the server and the activity. Send it to [email protected] with:

• the Onyxpane IP address involved;
• the date and time of the activity, with the time zone (UTC is easiest);
• the type of abuse: carding or fraud, credential stuffing or brute force, spam, phishing, malware, botnet control or an attack;
• evidence, such as log lines, failed-login records, mail headers or a URL.

DMCA and foreign copyright notices are ignored; only Panamanian law and Panamanian court orders apply. Carding and payment fraud, credential stuffing and brute-force attacks, spam, phishing, malware, botnet control, other attacks and child sexual abuse material are not allowed and lead to suspension. The acceptable use policy of Onyxpane explains suspensions and appeals.

What happens to a DMCA notice sent to Onyxpane?

Nothing happens to it. DMCA ignored: we do not act on DMCA notices or other foreign copyright notices. We answer only to Panamanian law and to orders of Panamanian courts. A copyright notice sent to either address gets the same treatment: no takedown and no suspension. The terms of service set Panamanian law and the courts of Panama.

I lost my account number: can support help?

Only if your account has an email address. Your account number is how you sign in, so store it carefully. With an optional email on file you can recover it; with no email, a lost number is gone for good.

• With an email on file: on the dashboard's sign-in page, choose "Forgot your account number?" and enter that email. The number is sent to it.
• Without an email: support cannot restore access. Onyxpane does not ask who you are, so it has no other way to tell that an account is yours.

Store the number in a password manager, and add an email to your account if you want a way back in.

I forgot the Administrator password I set: can support send it?

No. The team never learns the password you set, so it cannot send it to you. Reboot, reinstall and delete are requested from your dashboard and carried out by the team; a reinstall erases the disk and comes with a new Administrator password. Write to support before you reinstall: the team helps with Remote Desktop connections and Windows Firewall rules. The guide on how to secure Remote Desktop on a Windows VPS shows how to store a strong password.

Can I reach Onyxpane by phone, Telegram or social media?

No. Onyxpane works by email only, at the two addresses on this page. There is no phone line, no chat app and no official social media account. Never send payment or login details to an account that uses the Onyxpane name.

Where can I find answers before writing?

Most questions already have a written answer:

• prices and plans: how much a Windows RDP costs at Onyxpane;
• payment, KYC, delivery and rules: the Onyxpane FAQ;
• refunds and the minimum top-up: the refund policy;
• what is kept about you: the privacy policy;
• renewal, suspension and deletion: the terms of service.