Step 1
Verify the server state and credentials
Confirm that the VPS is running, copy its current IPv4 address, and read the delivered username exactly. Do not assume root if the image uses an unprivileged cloud user.
Step 2
Connect with a password
Open PowerShell, Terminal, or another OpenSSH client. Accept the host fingerprint only after confirming the IP. Password input is intentionally invisible.
ssh <username>@<server-ip>Step 3
Connect with an SSH key
Point the client at the private key file. Never upload or send the private key to support.
ssh -i ~/.ssh/id_ed25519 <username>@<server-ip>ssh -i $HOME\.ssh\id_ed25519 <username>@<server-ip>Step 4
Capture useful diagnostics
If authentication fails, add verbose logging and send support the request reference, server ID, username tried, and the lines around 'Offering public key'. Do not send passwords or private keys.
ssh -vvv -i ~/.ssh/id_ed25519 <username>@<server-ip>