theaiSupport.
Open a request
Fastest path for anything about a running instance or your account.
Live chat
Quick question before reserving capacity? During business hours (Dubai time) we answer live; outside them, leave a message with your email.
capacity@theai.com — same inbox as the form, just without the auto-attached context. For incidents, include your instance id.
FAQ
I can't SSH into my node
Check that the key you're using is listed in Settings → SSH keys before the order was placed (keys are installed at provision time), and connect as root@<ip> on port 22. Still stuck — send an ACCESS request above; these are prioritized.
My node stopped responding mid-run
Send an INCIDENT request with the instance id. Billing for the affected time is credited per our SLA (99.5%, service credits).
How do I add funds?
Billing → ADD FUNDS (card via Stripe). For wire transfer or USDC, email capacity@theai.com — we'll verify your company manually and credit the balance.
What happens to my data when I terminate?
Local NVMe drives are wiped between tenancies. Keep datasets and checkpoints in your own object storage — see Docs → Your data for the rclone/s5cmd pattern.
Can I pause an instance instead of terminating?
No — bare metal has no stop/start. Terminate when done (billing stops that minute) and order again when needed; term contracts (1 day … 1 month) hold nodes for longer runs.
How do I get an invoice?
Billing → each top-up has a PDF receipt; monthly statements are one click away. Need specific fields on the document — send a BILLING request.