Order 21915470 stuck on "Preparing your order" for 4+ hours

Bare Metal and VPS
1

Hi everyone,

I placed a VPS order this morning and it's been stuck in provisioning for over 4 hours now. Hoping someone from OVH or the community can help me figure out what's going on or how to escalate.

Order Details:

Order Number: 21915470

Date: 20 June 2026

Region: OVHcloud Canada (CA)

Items Ordered:

VPS-2 (4 vCPU, 8 GB RAM, 75 GB disk)

Automated Backup Standard

Local Storage

Linux OS

Order Timeline:

04:56:59: Order created

05:32:28: Payment being validated

05:33:25: Order accepted

05:33:27: Payment validated

05:37:50: Preparing your order

05:37:51: Product being delivered (stuck here since)

What I've tried:

CLI support ticket creation: failed due to missing serviceName (VPS not delivered yet) and nichandle auth issues with my snapshot CLI build

Help Centre web portal: keeps logging me out in a loop

Email support: auto-reply directing back to Control Panel

Issue: I cannot create a support ticket because the VPS service doesn't exist yet, and I can't access the Help Centre without getting logged out.

Question: Is this delay normal for VPS-2 provisioning on CA? And is there another way to contact support when the web portal and CLI are both broken?

Any help or escalation would be appreciated!

Thanks.

2

Hello @lrw

I’m not part of the OVHcloud staff, but I’ve checked if there’s any reported general incident and, although I haven’t seen an active issue for VPS in the CA region, there are records of delays in previous provisioning due to stock problems. It’s also possible that OVH is manually verifying your order, which can slow down delivery.

To get out of this loop without access to the client area, I recommend calling OVHcloud support for the Canada region. The number is +1 855 684-5463 and their service hours are from 8:00 a.m. to 6:00 p.m. (GMT -5).

You can also contact OVH’s support account on X (formerly Twitter): @ovh_support_us. They often respond quickly to these cases and can guide you.

Since you’ve been waiting 4 hours, you’re still within the provisioning timeframes that OVH may consider normal, which can sometimes take up to a couple of days.

Hope I’ve helped you,
Sergio Turpín