Help
If this handbook does not answer a question, support will help. A ticket is a message to us that you write in the customer area.
Write a ticket
Section titled “Write a ticket”- Log in at my.envbay.com.
- Click Support tickets.
- Click New ticket.
- Type in a subject.
- Select your instance in the field Instance (your development server).
- Briefly describe what happened.
- Click Send ticket.
Our reply then appears in the ticket. You can also send an email: support@envbay.com. We work on weekdays and reply in German and English.
Never send passwords or private keys.
Questions about Envoryx itself or about your instance?
Section titled “Questions about Envoryx itself or about your instance?”Envoryx is the software. Your instance is the server we run for you. Each has a different contact.
| Your question | Who helps |
|---|---|
| How do I use Envoryx? Is a feature missing? Is the software faulty? | The Envoryx project. Read the documentation at envoryx.dev. Report bugs and requests as an issue (a report in the project) on GitHub. |
| Is my instance reachable? What about my invoice, account or backups? | Envbay. Write a ticket or an email to support@envbay.com. |
Not sure who is responsible? Write to us. We help sort it out.
Recommend Envbay
Section titled “Recommend Envbay”On the media kit page you will find banners and logos to download. They are free to use.
Frequently asked questions
Section titled “Frequently asked questions”What happens after the trial?
Section titled “What happens after the trial?”When the trial ends, Envbay stops your instance. Your data is kept for 14 days. During this time you can extend once. You can also change the plan. Then all data stays. Without a change, the instance is deleted after 14 days. More is in the chapter Plans and limits.
Can I have two trial instances?
Section titled “Can I have two trial instances?”No. There is one trial instance per account.
I have forgotten the admin password of my instance
Section titled “I have forgotten the admin password of my instance”You can reset it yourself. On the page of your instance in my.envbay.com, under Control instance, click Reset admin password. The new password is then also shown on this page. The steps are in the chapter Control instance.
If something does not work
Section titled “If something does not work”- You cannot write a ticket: Send an email to support@envbay.com.
- You have no reply: Check the ticket and the spam folder.
- Your instance is locked: Read Security and fair use.
Open a ticket
Section titled “Open a ticket”Open a ticket in my.envbay.com under Support tickets (New ticket, department, priority, subject, message, files up to 10 MB). Select the affected instance in the field Instance. Alternatively, reach us at support@envbay.com. The ticket status can be Open, Replied or Closed.
Useful details are:
- the name of your instance (
<customer>) and, if applicable, the project, - a short description of what you did and what happened, with the time,
- error messages word for word and the last lines from the Logs of the project,
- for SSH the output of
ssh -v, - if anything is unclear about the instance, the diagnostics from Envoryx, see Troubleshooting.
Never send passwords or private keys.
Questions about Envoryx itself or about your instance?
Section titled “Questions about Envoryx itself or about your instance?”Your instance runs Envoryx, the author’s software. Envbay operates it and only sets the plan limits and a few settings such as the base domain. Which side answers depends on where the cause lies:
| Topic | Responsible | Where |
|---|---|---|
| Operation, features, templates, behaviour and bugs of the software | Envoryx project | Documentation at envoryx.dev; bugs and requests as an issue in the repository envoryx/envoryx |
| Operation and availability of the instance, plan and limits, updates, backups and restore, billing, account, locks | Envbay | Ticket in my.envbay.com or support@envbay.com |
- An issue contains the Envoryx version, the steps to reproduce and the project’s logs. Never include passwords or keys.
- Whether the cause lies in Envoryx or in operations, we clarify in the ticket. If needed, we point you to the project.
- If your plan locks or limits a setting or a service in the interface, that is a plan limit and not a bug. It is listed in Plans and limits.
- Envbay is not responsible for installations you run yourself, for example on a home server. The project’s documentation and issues apply there. The guide Envoryx on Unraid or hosted shows the differences.
Service page messages
Section titled “Service page messages”| Message | Meaning |
|---|---|
| “This instance was stopped for security reasons. Please open a ticket with support.” | lock by the guard, see Security and fair use |
| “This instance is locked because an invoice is overdue.” | pay the invoice; afterwards the instance is released |
| “Trial ended. Extend (once) or choose an upgrade; without an upgrade the instance will be deleted on |
Free plan: instance stopped, start, stop, restart, backup and reset admin password locked, see Plans and limits |
| “Too fast: please wait 30 seconds between two actions.” | gap between two actions on the service page |
| “The instance cannot be reached right now.” | try again in a few minutes, otherwise open a ticket |
| “The admin account was not found in your instance. Please open a ticket with support.” | Reset admin password does not find the account admin; open a ticket |
| “The instance is not running. Start it first and then try again.” | start the instance under Control instance, then reset again, see Control instance |
Frequently asked questions
Section titled “Frequently asked questions”What happens after the trial?
Section titled “What happens after the trial?”When the trial ends (7 days, extendable once by 7 days), Envbay shuts the instance down. It stays in place for 14 days; during this time extending (once) and Change plan are possible, and a change to Starter, Team or Agency keeps all data. Without a change, the instance and its data are irreversibly deleted 14 days after the end. You receive three emails about this: a reminder 2 days before, a notice at expiry and a notice after deletion. Details: Plans and limits.
Can I have two trial instances?
Section titled “Can I have two trial instances?”No, one trial instance is possible per account. The shop rejects a second order of Free. Anyone who circumvents the limit with further accounts risks suspension and deletion, see the terms and conditions, section 4a.
I have forgotten the admin password of my instance
Section titled “I have forgotten the admin password of my instance”On the service page, under Control instance, there is the action Reset admin password. It sets a new password for the first admin account admin and shows the new 20-character password in a dialog; afterwards it is also on the service page. The instance must be running. Procedure and limits: Control instance. You only need a ticket if the service page reports that the admin account was not found.
Support access to your instance
Section titled “Support access to your instance”For troubleshooting, Envbay opens your interface only if the admins of your instance allow it. Every login is recorded in the audit log, see Getting started.
Availability
Section titled “Availability”Support runs via tickets and email, on weekdays in German and English. Response targets are stated on the pricing page; they are targets, not guarantees. Commitments on availability exist only in the terms and conditions. Whether our services are currently reachable is shown on the status page with incidents and scheduled maintenance (also as a feed).
Media kit
Section titled “Media kit”Under the media kit banners in all common sizes, logos and embed code are available for download. In the customer area, the page is linked via Media kit and the card “Recommend Envbay”.
Further links
Section titled “Further links”- Operation of Envoryx (projects, templates, databases, backups in Envoryx): envoryx.dev
- Legal: Terms and conditions, Privacy, Imprint, Withdrawal notice