Contact and routing
For pre-sales advice and general information, email us. For existing orders, node issues, and billing questions, log in to the portal and submit a ticket. Include the model, region, time, and reproduction details to help avoid additional follow-up.
Do not include private keys, passwords, complete payment details, or project source code in email or ticket content.
Choose a request type
If your issue is linked to an order or physical node, use a portal ticket first. The ticket includes account context, so our technical team does not need to confirm order ownership by email.
For teams that have not ordered yet and need to compare Forge M4, Studio M4, and Atlas M4 Pro, or choose among nodes in Singapore, Tokyo, Seoul, Hong Kong, and the US East based on where the team is located.
Suggested subject: Pre-sales assessment | Team size | Main workload
See what to includeFor checking node preparation, order configuration, region, rental term, storage upgrades, or Thunderbolt 5 linking options. Open a ticket from the relevant order instead of naming only the model without order context.
Path: Portal → Orders → Select an order → Submit a ticket
Open the portalFor unreachable nodes, browser remote desktop problems, SSH authentication failures, hardware status issues, or tasks that keep failing. Include when it happened, how you connected, an error summary, and reproduction steps.
Path: Portal → Tickets → New ticket → Technical issue
View the diagnostic checklistFor checking order items, payment status, rental terms, or add-ons. All transactions are billed in US dollars (USD); supported methods are USDT-TRC20 and Visa / Mastercard / Amex via Stripe.
Path: Portal → Billing → Select an order → Submit a ticket
See billing information requirementsFor requests to access, correct, delete, or restrict processing of personal data, and other applicable requests. Describe the scope of the request and your account email; provide identity-verification materials only after a team member explicitly requests them.
Suggested subject: Privacy request | Request type | Account email
Email a privacy requestPre-sales requirements
Pre-sales assessments focus on workload, resource peaks, duration, and network location. Do not provide login credentials, project files, or payment details.
Technical issue form
Submit technical issues through the portal. The node ID and order context help support distinguish between local network, authentication configuration, single-node status, and regional connectivity issues.
State whether your local network can access other sites, whether the target address came from the current node details, the node status shown in the portal, and the test result from another network.
Provide the browser name and version, the approximate time the page went blank or disconnected, the resolution setting, and an error screen with sensitive information removed.
Provide the username, the structure of the client command parameters, and the error text. Never submit private-key contents; if the public key must be checked, provide only the non-sensitive portion specified by staff.
Provide tool versions, task duration, peak CPU and memory usage, remaining disk space, the failed stage, and cleaned log excerpts.
Billing support
Billing checks are based on the order items and term shown in the portal. Do not provide only a payment date or amount, since one account may have multiple orders with different terms.
Path: “Portal → Billing → Select an order → Submit a ticket.” This directly links the model, rental term, region, and add-ons, reducing the need to verify the order again.
Do not submit complete card details, verification codes, wallet-control credentials, or other payment credentials. Billing checks should focus on the order ID, items, term, and payment status.
Submit a billing ticketResponse expectations
The times below are targets for the first human response, not resolution times. Actual handling time depends on whether the issue can be reproduced, whether hardware checks are needed, and whether the information provided is complete.
| Request type | Recommended channel | First-response target | Initial checks | Possible follow-up |
|---|---|---|---|---|
| Pre-sales assessment | Support email | Within 1 business day | Whether team size, workload, model, term, and candidate region are complete | Peak memory, disk volume, concurrent tasks, and primary connection locations |
| Existing order | Portal ticket | Within 8 hours | Order ID, inventory status, selected region, rental term, and add-ons | Expected start date and the specific configuration items to correct |
| Node unreachable | Portal ticket | Within 2 hours | Node status, regional connectivity, authentication stage, and most recent successful connection | Time of occurrence with time zone, local network tests, and error summary |
| Other technical issue | Portal ticket | Within 8 hours | Reproduction steps, client environment, resource metrics, and log summary | Cleaned log excerpts, tool versions, and task timeline |
| Billing question | Portal ticket | Within 1 business day | Order items, billing term, payment status, and billing ID | Redacted payment status record and the specific disputed item |
| Privacy request | Support email | Within 3 business days | Request scope, account email, and applicable data-processing context | The minimum information needed for identity verification and confirmation of request scope |
We first confirm the category and its order or account association, then determine whether there is enough information to begin checking. Misrouted tickets are transferred to the correct queue but may require one additional internal handoff.
Our reply will clearly list missing fields, such as the node ID, time zone, or reproduction steps. Continue in the original email or ticket instead of splitting the issue into multiple separate requests.
Support will explain the current assessment, next checks, and any information still needed. If hardware status or external network conditions are involved, the completion time can be confirmed only after the checks.
Privacy reminder before submitting
Email and tickets are suitable for order IDs, node IDs, timestamps, error summaries, and cleaned logs. They should not be used to transmit project secrets or access credentials. If further verification is needed, support will specify the required fields and security boundaries.
Do not paste SSH private keys, account passwords, one-time verification codes, access tokens, or key-file contents.
Do not submit complete card details, verification codes, wallet-control credentials, or any secret that could be used to initiate a transaction.
Do not attach a complete repository, unreleased product files, or customer data. Use minimal, sanitized logs and reproduction details instead.
Before submitting, redact usernames, addresses, tokens, repository names, customer information, and sensitive filesystem paths.
Use the portal first for node, order, and billing issues. Send configuration assessments before ordering and privacy requests to support@macworker.com. Choosing the right channel and including the requested details helps us begin the actual review sooner.