Get your testing needs in front of an engineer
Describe your project size, how you plan to run it, and what’s blocking you. An engineer will review your request and reply—no support bot relaying your question back and forth.
Email us about pre-sales or team rentals. For issues with a rented instance, billing, or connectivity, sign in and submit a console ticket.
Choose how to get in touch
Each channel is suited to different information. If you don’t have an order yet, there’s no need to gather machine credentials. If you already have an instance, report the issue in a ticket linked to your order so logs and updates stay together.
Not sure whether you need 16GB or 24GB? Tell us how many targets your project has, whether you’ll run simulators concurrently, and whether you need a VNC desktop open for extended periods. We’ll recommend a setup based on your workload, not just memory.
Choose from MetalBench 16 (M4 / 16GB / 256GB) and MetalBench 24 (M4 / 24GB / 512GB).
Prepare a plan inquiryPlanning to run multiple machines together or rent for the long term with quarterly billing? Tell us how many machines you need, whether tasks can be split up, which toolchain versions you use, and how you’ll exchange data. If you’re considering Thunderbolt 5 interconnects, describe your setup and workflow so we can confirm a suitable configuration.
List build runners and interactive debugging needs separately to help us determine whether you need nodes for different workloads.
Share your team’s requirementsFor SSH, VNC, or instance issues, sign in to the console, open the ticket form, and include your order or instance ID. Use the same channel for billing questions, renewals, and delivery issues.
Include when the issue first occurred, the last successful operation, and the full error message. Never send passwords, private keys, or connection credentials in an email.
Sign in to the console to submit a ticketInclude the full context
Fill this out to create an email draft addressed to support@metalvnc.com . The information is only assembled on this page and isn’t uploaded by this form. Review and send the draft from your own email app.
Put the impact first
We aim to send an initial human response to pre-sales emails as soon as possible on business days. Response times depend on the complexity of your request and the current queue. This is a goal, not a guaranteed response time, and receiving an email doesn’t mean the issue is resolved.
Email us about plan selection, team rentals, or billing. In your first message, focus on three questions: what you want to run, how long you expect to need it, and what a successful result looks like. If you have a reproducible build task, describe the steps and resource usage—there’s no need to send your private code repository.
Reply to the original email to keep the context together. If you haven’t heard back, check your inbox and spam folder, then add any details to the same thread instead of splitting one request across multiple emails.
Email us about plansIf you can’t connect, a task has stopped, or you suspect an instance issue, start your ticket by describing the impact: the entire machine is unavailable, only VNC is affected, only SSH is affected, or a single build command has failed. We prioritize incidents by impact and urgency; general questions and feature requests are handled afterward.
Add logs to the same ticket after submitting it. An engineer may need to confirm network details and reproduction steps. The initial reply, root-cause investigation, and service recovery are separate stages; check your ticket for progress.
Sign in to the console to view ticketsInclude your order or instance ID, node name, and connection method. Check connection credentials in the console only; don’t paste them into an email.
Include when the issue occurred, your time zone, and when the machine last worked normally. Say whether you can reproduce it consistently instead of just writing “it failed just now.”
Attach relevant commands, redacted errors, and the checks you’ve already tried. If only a build failed, include your Xcode version, scheme, and the stage where it failed.
Coordinate a time and time zone
You can choose Singapore, Tokyo, Seoul, or Hong Kong as your preferred node. The table below helps convert times for scheduling; node time zones aren’t the support team’s working hours, and no dedicated coverage is promised for any time slot.
| Node | Time zone | Example local time | What to include when scheduling |
|---|---|---|---|
| Singapore | UTC+8 | 08:00 | Your date, availability, and time zone |
| Tokyo | UTC+9 | 09:00 | Your date, availability, and time zone |
| Seoul | UTC+9 | 09:00 | Your date, availability, and time zone |
| Hong Kong | UTC+8 | 08:00 | Your date, availability, and time zone |
For example: “Available on [date] from 14:00–16:00 UTC+8 for troubleshooting.” Confirm the date when scheduling across time zones so you’re both referring to the same day. Nodes run continuously 365 days a year; contact and appointment times don’t affect machine uptime.
Check your order before checking payment
All charges are billed in US dollars (USD), with daily, weekly, monthly, or quarterly billing options. The only payment methods are USDT-TRC20 and Visa / Mastercard / Amex (via Stripe); available payment gateways are confirmed at checkout.
In your email, include the machine model, number of machines, expected rental period, and whether you need +1TB SSD, +2TB SSD, or Thunderbolt 5 interconnects. Specify what you want priced, then compare it with the four billing periods on the plans page. Storage upgrades are not part of the base configuration.
For long-running workloads, we can discuss monthly or quarterly billing. An inquiry email isn’t a formal quote or a substitute for the amount on a generated order.
Compare machine and billing period pricesIn a console ticket, include your order ID, payment method, payment time, and the status shown on the page. For USDT-TRC20 payments, you can include the transaction hash. For card payments, never send your full card number, security code, or a photo of your card.
Payment confirmation and instance delivery are separate steps. If the status doesn’t match, keep the original order and related records, then follow up in the same ticket. Don’t rely solely on the browser’s return page to confirm completion.
Sign in to the console to check billingKnow your workload? Configure your machine
Rent a dedicated physical machine from $20.2/day. Need to check memory, storage, or billing periods? Start with the plans page. Availability is confirmed in real time in the console.