Getting support

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. A portal ticket takes a subject of up to 160 characters and details of up to 8,000. Replies can be up to 5,000 characters. The ISP’s administrators and support staff get an email for each new ticket. See Portal support tickets. 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 14-day 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. Add new evidence with timestamps, and confirm recovery with a real end-to-end test. For financial issues, keep 4 things apart:

1. application status: what Centipid Billing recorded;
2. provider status: what the payment provider reports;
3. subscriber entitlement: whether the package and expiry changed;
4. external settlement: whether the money reached the bank or wallet.