Answers to the most frequently asked support questions. Didn't find yours? Send us your questions at support@cloud24.kz !

General Questions

How to contact the Support?

You can contact us by e-mail support@cloud24.kz, message us on WhatsApp or Telegram, or call us directly by +7 (727) 346-70-70. You can also use our support website support.cloud24.kz.

What time does support work?

Technical Support is available everyday, 24/7.

Where can I check your user plans?

You can check our current user plans here https://cloud24.kz/tariffs.

Virtual Infrastructure (IaaS)

I lost access to my Virtual Machine. How do I connect?

Use the console in the control panel. It shows the virtual machine's screen directly and works even when network connections are unavailable: you can use it to fix network or firewall settings and restore remote access.

How to increase the size of Virtual Machine?

The disk size is increased in the control panel, after which the new space needs to be allocated within the operating system. A step-by-step guide is available in the article "Increasing VM Hard Drive Size".

Cloud Office (SaaS)

I didn't get the email. Where should I look for it?

First, check the antispam quarantine: suspicious emails are held there and do not reach the inbox. How to find an email and release it is described in the article "What to do if an email ends up in quarantine".

How do I add a sender to the trusted list so their emails don't go to spam?

Add the sender's address or domain to your Safe List. Emails from this list bypass the spam filter. For more details, see the article "User Safe List/Black List".

How to set up email on a computer and phone?

Instructions for popular email clients and mobile devices are gathered in the article "How to set up email on a computer and phone".

Cloud Backup (BaaS)

What is a backup agent and why should I install it?

An agent is a program on a protected computer or server that performs scheduled backups and transfers the copies to the cloud. The installation process is described in the article "Backup Agents".

Cloud File Storage (STaaS)

How does Nextcloud differ from S3 storage?

Nextcloud is a file storage for people: it features a web interface, apps for computers and phones, and shared access to folders and documents. S3 is an object storage for software: backups, apps, and websites write to it via API. If you need to store and open files for employees, choose Nextcloud; if your software needs storage, choose S3.

How to sync Nextcloud files with a computer?

Install the Nextcloud Desktop Sync app — it keeps the selected folders in the same state on both your computer and in the cloud. We have a step-by-step setup guide in the article "Nextcloud Desktop Sync App".