Skip to main content

​
Use the support route for the affected account

Subscribers should use the ISP support contact shown in their branded portal and, when possible, open a portal ticket. ISP operators should use the official Centipid support channel associated with their account or application. Avoid relying on phone numbers or demo links copied from an older document. For published subscription rates, plan inclusions, the free trial, and optional MikroTik installation support, read Pricing. Request a formal quote through the official Centipid channel when you need account-specific commercial confirmation.

​
Before escalating

  1. Identify the smallest failing scope.
  2. Read the relevant troubleshooting guide.
  3. Verify the record/status in the current ISP account.
  4. Try one safe, targeted recovery action.
  5. Preserve current evidence before changing configuration.

​
Include

  • ISP/company and your role;
  • affected subscriber/router/payment/invoice/ticket ID;
  • exact start time and timezone;
  • expected versus actual behavior;
  • exact sanitized error/status;
  • affected scope/count;
  • relevant provider/reference with sensitive portions masked;
  • steps already attempted and outcome.

​
Never include

  • passwords or temporary passwords;
  • OTPs, two-factor/recovery codes, or passkeys;
  • API/client/private keys, passphrases, signing secrets;
  • router/admin credentials or full provisioning commands;
  • payment PINs or complete financial credentials;
  • broad database/customer exports unless an approved secure transfer is arranged.

​
Incident updates

Keep one incident thread/ticket, state new evidence and timestamps, and confirm recovery with a real end-to-end test. For financial issues, distinguish application status, provider status, subscriber entitlement, and external settlement.