Get help from an engineer. Keep your builds moving.

Got a question? Ask us.

Choosing a machine, connecting, or checking a bill? Send your question to the right place and avoid an extra round of back-and-forth.

Our engineers can help in Chinese, English, Japanese, or Korean. For a rented machine, submit a console ticket linked to your order. For pre-sales questions or login issues, email us.

Submit a console ticket Email support

No need to submit the same issue twice. Keep updates in one email thread or ticket so the troubleshooting history stays together.

Identify the issue. Choose where to reach us.

All three types of questions go to the same support team. The details we need vary—not the inbox you need to contact.

Pre-sales

Not sure whether SDK Pack 16 or SDK Pack 24 is right for you? Tell us your project size, how many builds run at once, whether you use simulators, and how many consecutive days you expect to rent.

Short-term code signing, adding a temporary CI node, and MLX experiments all have different memory and storage needs. We’ll explain the trade-offs for your workload instead of just recommending a plan name.

It’s worth comparing rental periods, too. For a three-day rental, check the listed weekly price first. A longer period may cost less, but that doesn’t mean there’s an extra discount. The amount due is shown at checkout.

Ask about a machine and rental period

Technical support

For SSH timeouts, screen-sharing issues, a keychain blocking a build, or mismatched toolchain versions, submit a console ticket and include your order number.

Tell us whether you can’t connect at all or can log in but can’t build. For connection issues, include the connection method and exact error. For build failures, include the failing command, Xcode version, and relevant log excerpts.

If the issue is affecting a delivery in progress, state the impact and deadline at the top of your message. Never send passwords, SSH private keys, or signing certificates.

Submit a technical support ticket

Billing and invoices

For payment status, receipt checks, or invoice details, include your order number and the payment status shown in the console, then specify what you’d like us to verify.

For USDT-TRC20 payments, include the transaction hash, amount, and transfer time. For Visa / Mastercard / Amex (via Stripe), include the Stripe receipt number.

All payments are settled in USD. Never send your full card number, card security code, or wallet recovery phrase. Redact sensitive details from payment screenshots first.

Submit a billing ticket

Already renting? Link your order first

Keep the troubleshooting history in one ticket.

For issues with a rented machine, a console ticket is the preferred contact method. Sign in, open the tickets area, and create a ticket with your order number in the message. Our engineers can use the same thread to check the node, steps taken, and outcome.

Use one ticket per issue. Describe a connection outage and an invoice detail change separately. For more logs from the same build failure, reply to the existing ticket instead of opening another one.

If you can’t sign in to the console, email support instead. Include your account email and the steps that led to the login issue. Never forward a verification code to anyone.

Open console support tickets

Prepare attachments to help us investigate

Keep context in screenshots
Include the error, screen, and relevant status. First hide passwords, tokens, personal details, and customer data.
Send logs as text, not long screenshots
Include the failing command and relevant lines before and after the error. Add the exit code and tool version; remove access tokens and private repository credentials.
List what you’ve already tried
For example: still times out on another network; same command succeeds locally. Save the current state before reinstalling, restarting, or changing network settings.
Include the time zone
Use the format “incident time + UTC offset.” Avoid saying only “last night”—time zones can make it hard to match the right records.

If you can’t share the full project, start with redacted logs and the smallest steps needed to reproduce the issue. We’ll request anything else through the ticket.

One email address for support.

Send pre-sales, technical, billing, and invoice questions to the same support address. Use the subject line to identify the topic—we don’t have a separate billing inbox, and there’s no need to send your message twice.

Support email support@macsdk.com

Suggested subject: “Issue type | Order number (if available) | Brief description.” For pre-sales questions without an order number, include your use case and expected rental period.

Write a support email

What to expect after contacting us

An initial reply doesn’t necessarily mean the issue is resolved. Connection problems may require checking the node, build issues may need to be reproduced, and billing questions may require payment record verification. We’ll share updates by email or ticket; we don’t promise a fixed response time.

How to describe an issue at night

If a running task is blocked, start by saying whether you can’t connect, all builds are failing, or only one task is affected. Include the impact and deadline. Engineer availability doesn’t mean every issue can be resolved immediately.

Haven’t received a reply?

Check your spam folder and the latest reply on your existing ticket, then add one update to the same thread. If your rental is about to end, export your build artifacts as well. Submitting a support request does not extend your rental.

Take a minute to check before sending

Four details. Fewer follow-up questions.

“I can’t connect” and “SSH times out on the Hong Kong node and still fails after switching networks” give us different starting points. Keep it brief, but include enough to identify the order, time, and action involved.

Nodes are in Singapore, Tokyo, Seoul, and Hong Kong. Use the node name shown on your order instead of saying only “Asia machine.” If you rent multiple machines, identify each affected instance.

For certificate or signing issues, tell us the certificate type, whether it’s valid, and the exact error. Don’t send certificate files, export passwords, or complete business data.

Pre-submission checklist

01Node name
Match the name shown on your order and say whether one machine or all tasks on the same group are affected.
02Order number
Copy it from the console. If you can’t log in, include your account email and the machine you rented.
03Time of issue
Include the time zone, when it first happened, and whether you can still reproduce it.
04Steps to reproduce
Include what you did, what you expected, the actual error, and what you’ve already tried. Remove sensitive parameters first.

If anything changes after you submit, add an update to the same thread. If the issue is resolved, include the time it recovered so we don’t keep investigating a situation that has changed.

A clear description helps more than saying “it’s urgent.”

Here are two examples of how to describe an issue. They are not customer testimonials or promises about response times.

“My overnight build is stuck on a keychain prompt. I can connect over SSH, and other commands work normally. I’ve included the failing steps, Xcode version, and redacted logs in the ticket. Could you first advise how to recover this archive?”

Technical support example · Engineering lead at a development agency

“I need to verify the payment record for this order. I’ve included the order number, Stripe receipt number, and USD amount. I’d like to know whether the payment time on the receipt and the time shown in the console use the same time zone.”

Billing support example · Studio finance team

Choose your rental period,
then start building today.

Still deciding on a configuration? Compare the full prices for both plans. If you know what you need, choose the rental period that fits. SDK Pack 16 starts at $19.6per day, with an entire physical Mac dedicated to you—not a virtual machine.

We accept USDT-TRC20 and Visa / Mastercard / Amex (via Stripe), settled in USD. Check the console for currently available payment gateways and node status.

Rent a Mac by the day View rental plans