Hello OVHcloud Community,
I am unable to contact the support team or create a support ticket from my account.
Whenever I try to access support or the manager, I am constantly redirected to the EU OVHcloud login/manager (auth.eu.ovhcloud.com / manager.eu.ovhcloud.com), even though my account and VPS order are on the CA (Canada) platform.
Because of this redirect loop / region mismatch, I am unable to:
My VPS order has also been stuck in “Preparing your order” for over 15+ hours, and I cannot reach support to check the status.
Could someone please help me resolve this region/account access issue or guide me to the correct support channel for the CA platform?
Thank you in advance.
Hi @shihab26
The issue you’re describing with cross‑region redirects is something that’s been seen in the community and usually stems from how cookies and the session are handled between the OVHcloud portals (EU and CA).
Since I can’t be certain that’s the cause, I suggest you try using an incognito window or a different browser; this prevents cookies from the previous session from automatically redirecting you to the wrong region.
Because you can’t access the ticket area, this is the quickest route. The support number for the Canada region is +1 855 684‑5463.
Sometimes this process can take longer than usual, but if it exceeds 24 hours, the best course is for support to verify it directly in their system. They can escalate it by phone to the appropriate department.
Let us know how it goes,
Sergio Turpín
Hi Sergio,
Thanks for the detailed explanation.
I actually already identified and corrected the region mismatch earlier, so I’m now accessing the correct CA platform. However, the issue I’m facing is still the same: whenever I try to create a new support ticket, the system logs me out and redirects me back to the support home page. I’m stuck in this loop even after switching browsers and using incognito mode.
Regarding the VPS order, it has now been more than 2 days since I placed it on June 19, and it is still stuck on “Preparing your order.” I’m new to OVHcloud, so I’m not sure what the normal provisioning time should be, but this delay combined with the inability to contact support has been quite frustrating.
I understand that delays can happen, but the lack of communication and inability to reach support makes it difficult to know what is going on.
Any further advice or similar experiences would be appreciated.
That redirect when trying to open tickets is a known issue in the OVH manager when there’s a mismatch between your account’s region and the IP you’re connecting from. However, since you’ve already tried incognito mode and switching browsers, it could be a temporary system glitch.
If this is your first purchase or you used a card that doesn’t match your account name, OVH might be undergoing manual verification. In that case, you should have received an email with the subject “ACTION REQUIRED - Order Pending”. Check your spam folder, as it sometimes ends up there.
If you haven’t received any validation email, then it’s very likely there’s an issue with automatic provisioning in the Canada region. Telephone support can verify this in their system and escalate it if needed. You can share your order number 21915470 with them; they will ask for it to locate your case.
As I mentioned earlier, try reaching them by phone or via X (formerly Twitter).
Hope I helped you,
Sergio Turpín
Hi Sergio,
Thanks a lot for taking the time to explain everything in detail and for the helpful suggestions.
I have checked my inbox and spam/junk folders carefully, but I did not receive any email with the subject “ACTION REQUIRED - Order Pending” or any similar verification message. Also, the card holder name is the same as the account holder name, so there shouldn’t be a mismatch there.
As you suggested, I have already reached out to OVHcloud via X (Twitter) and Facebook as well. I’m currently waiting to see if they respond there.
I really appreciate your help and guidance on this—it makes things much clearer for me. Let’s see what happens next.
Hello everyone,
I wanted to provide an update regarding my VPS order and support access issue.
I am happy to confirm that my VPS has now been successfully provisioned and delivered. The order has been completed, and I am able to access and use the service.
I also want to mention that the support access problem I was experiencing has been resolved. Previously, I was unable to create or access support tickets because I was being logged out and redirected back to the help center. This issue has since been fixed.
I would like to thank everyone who took the time to reply, share suggestions, and offer guidance. Your advice was very helpful. I would also like to thank the OVHcloud team for investigating the issue and helping to resolve it.
While the provisioning took longer than I expected as a new customer, I appreciate that the matter was ultimately resolved and that my VPS was delivered successfully.
Thanks again to everyone who helped.