Troubleshooting
The confirmation email has not arrived
Check spam first. If it is genuinely missing, use the password-reset flow on the sign-in page — it issues a fresh link to the same address, and completing it confirms the address at the same time.
Confirmation links last 24 hours and work once. Opening one twice shows an expired-link message even though the first use succeeded, so try signing in before assuming it failed.
"That link has expired or already been used"
Reset links last one hour and invitations seven days, and both are single-use. Requesting a new reset link invalidates any outstanding one — if you asked twice, only the most recent works.
Signing in says "too many attempts"
Five failed attempts locks the account for fifteen minutes. The correct password will not work during that window, which is the point. Wait it out, or reset the password — a successful reset clears the lock.
Provisioning failed
The progress view names the step that failed. What it means:
| Failed at | Usually | What to do |
|---|---|---|
| Preflight | A quota or permission problem, or the name is taken | Nothing was created. Fix and retry. |
| Deploy | A transient cloud error, or a region at capacity | Rolled back automatically. Retry, or try another region. |
| Migrate | Rarer, and usually ours | Rolled back. Contact us with the job id. |
We retry automatically up to three times before giving up, and email you if it does not recover. Nothing is charged for an instance that never came up.
My instance is marked unreachable
Instances report in periodically. If one stops for more than half an hour we mark it unreachable, which usually means a network problem rather than a broken instance.
It also means the instance is excluded from upgrades until it reports again — we do not upgrade something we cannot currently see.
My service count looks wrong
Only services at live status count. Services still in draft or
validated appear in your instance but not in billing.
Billing shows the peak for the term, not the current number, so reducing services will not reduce the figure shown. See billing for why.
I need to hold a version
You can pin an instance to its current version from the console, which excludes it from rollouts until you unpin. Useful during a change freeze. Tell us if a freeze will run longer than a few weeks, so a security fix does not sit undelivered.
Still stuck
support@thalamusaicloud.com or 678-430-1550. Include the request id from any error, or the job id from a failed provision — both identify the exact operation in our logs.