Start with the right topic

What can we help with?

Haven’t ordered yet? Email us about your needs. Already renting? Submit a ticket in the portal. Choose the right channel to keep your order, location and issue details together in one conversation.

Pre-sales Technical support Billing & payments
Rent a Cloud Mac Sign in to submit a ticket

We offer two ways to get in touch: email and portal tickets. The email planner below does not submit a ticket or create an order.

Choose the right channel

For technical and billing issues, include an existing order. For pre-sales questions, tell us about your workload—there’s no need to order first.

For existing customers

Portal tickets

For connection issues, questions about using your system, renewal checks, payment status or order changes. Sign in to the portal, open the tickets area, create a ticket and include the related order ID and instance ID.

  • Technical issues: Include when it happened, how you connected, the exact error message and what you’ve already tried.
  • Billing issues: Include your order ID, selected term and payment method. Redact sensitive details from transaction records first.
  • Follow-ups: Add updates to the same ticket to keep the conversation in one place.

Check ticket updates in the portal. Resolution times depend on the issue and any checks needed; we don’t promise a fixed response time. There’s no need to submit duplicate tickets for updates.

Go to portal tickets
For pre-sales questions

Email support

For choosing a plan, team rentals and questions about the payment process before ordering. You can also email us if you can’t sign in to the portal. All inquiries go to the same email address.

support@osxflow.com

  • Choosing a plan: Tell us what you’ll use it for, project size, number of concurrent tasks and expected rental term.
  • Choosing a location: Include your team’s time zone, usual working hours and preferred location.
  • Sign-in issues: Tell us your account email and what happens. Never send your password or verification code.

We’ll reply in the same email thread. We don’t promise a fixed email response time. Keep the original subject line when replying so we can follow the conversation.

Plan an inquiry email

Get your details ready before emailing

Fill this in to open your email app with the subject and message ready. Your details stay on this page and aren’t uploaded by this form. You’ll still need to confirm and send the email in your email app.

The email will be sent from your email app. The address you enter will be included in your message.
If you have multiple workloads, choose the main one and mention the others in your message.
If you’re not sure yet, choose a tentative location and include your team’s time zone in your message.
This is just an inquiry preference. It won’t reserve a term or incur any charges.
Up to 1,400 characters. Include project size, concurrent tasks and cache requirements. Don’t enter passwords, private keys, full card numbers or remote access credentials.

When you’re ready, click the button. Your entries will stay on this page. Opening your email app doesn’t send the message.

Write an email instead

Five locations. Start with where your team works.

Both models are available in all five locations. First consider where you’ll connect from, then your team’s working hours. A nearby location doesn’t guarantee a specific latency; your experience depends on your network and connection settings.

SG

Singapore

UTC+8

A good starting point for teams working mainly in Southeast Asia. No need to convert workday hours when collaborating with colleagues in the same time zone.

Both models available
JP

Japan (Tokyo)

UTC+9

A good fit for teams working mainly on Japan time. One hour ahead of UTC+8; keep time zones in mind when scheduling overnight builds.

Both models available
KR

South Korea (Seoul)

UTC+9

A good fit for teams working mainly on Korea time. For cross-region collaboration, configure pipeline logs to use UTC consistently.

Both models available
HK

Hong Kong

UTC+8

A good starting point for teams in southern China and Southeast Asia. Interactive desktop use and automated builds have different network needs, so choose based on your main workload.

Both models available
US-E

US East

UTC−5 / UTC−4

A good fit for teams working on North American Eastern Time. Daylight saving time applies; specify a time zone name or use UTC for scheduled tasks.

Both models available

Check the portal for real-time location availability. Locations listed in an inquiry are preferences; confirm the model, term and location when placing your order.

Billing questions? Include your order ID

We need to match the payment record you see to the right order. Existing customers should submit a portal ticket so we can follow up in one place. Don’t send the same transaction through multiple channels.

  1. 01

    Tell us which transaction

    Include your order ID, account email, model, location and billing term. Specify whether you’re asking about an initial payment, renewal or add-on. Don’t send a screenshot without the order details.

  2. 02

    Specify the payment method

    We accept USDT-TRC20 and Visa, Mastercard or Amex processed by Stripe. All payments are charged in US dollars (USD). Available payment gateways are determined by the response from our backend.

  3. 03

    Include a verifiable record

    For USDT-TRC20, provide the transaction hash, amount, transfer time and network. For card payments, include the payment time and a screenshot of the status, with your full card number and other sensitive details covered.

Before contacting support, check these three common issues

Change one setting at a time and note the result. If the issue persists, include what you checked in your ticket—it’s more useful than simply saying “I can’t connect.”

Can’t find your VNC or SSH credentials?

Sign in to the portal, open the relevant instance details and make sure setup is complete before viewing the connection information. Check that you’ve opened the instance for the right order. The email planner and sample screens are not sources of real credentials.

Still can’t find them? Include your order ID and instance ID in a ticket. Never paste your password into an email.

Read the getting started guide
VNC shows a black screen, or SSH says the connection was refused?

Check the address, port and connection method shown in the portal, then make sure your local network allows the connection. SSH and graphical desktop access use different connection methods; don’t use one set of ports with the other client.

Follow the connection guide to try again. If it still fails, note the client name, exact error message, time of the issue and whether another connection method works, then submit a ticket.

Read the desktop connection guide
Xcode downloads are slow, or builds are running out of disk space?

For download issues, check whether the bottleneck is network transfer or local extraction. Note the download stage, disk space used and any error messages. For build issues, check project caches, build artifacts and dependency folders. Don’t delete system files unless you know what they’re for.

If your project and model files need more room, ask about the +1TB SSD or +2TB SSD add-ons. Include your current model and how much data you need to keep so we can help determine whether to clear caches or add storage.

Read the tools and troubleshooting guide

Not sure which model to choose?

For lighter build workloads, start with Flow M4. For parallel builds and MLX experiments, consider Flow M4 Pro. Compare the trade-offs between a dedicated physical machine, local hardware and virtualization before choosing a rental.

Rent a Cloud Mac Compare your options