Pre-sales recommendations, existing orders, technical support, business needs, media partnerships, and privacy requests each require different context. Choose an inquiry type first, then share your use case, timeline, model, and region to reduce back-and-forth.
There are only two public contact channels: email support@hopvm.com, or sign in to the control panel and submit a ticket linked to your order and device.
Use email for pre-order conversations and requests that need a written explanation. Control panel tickets include account context, making them better for troubleshooting active devices and connections.
Best for pre-sales recommendations, business device needs, media partnerships, compliance material requests, and privacy requests. Include your use case, expected start date, rental duration, device count, and desired next step.
We usually confirm receipt within 1 business day and identify the responsible team; follow-up timing for complex issues depends on the information that must be verified.
Best for existing orders, connectivity failures, device status, build environments, and billing verification. A ticket can link the actual order ID, so nobody has to guess which device you mean from an email description alone.
Use the control panel to check ticket status and replies. For urgent impact, state the number of affected devices, the last known good time, and the current blocker.
“The build failed” is not enough to start troubleshooting. Include your Xcode and macOS versions, command, exit code, most recent successful run, and a log excerpt with tokens and personal information removed.
This form does not submit content to the website server. After you complete the required fields, the page formats them into an email subject and body and passes them to your device’s default email app.
Your message does not need to be long, but it should let the person handling it confirm the scope, reproduction conditions, and next step. These six points apply to both email and control panel tickets.
State whether this involves an Xcode build, automation pipeline, testing, AI inference, or audio/video processing, and describe the expected output.
Specify whether one device or multiple devices are affected, whether it concerns one team member or the whole team, and whether delivery is currently blocked.
Provide the incident time, time zone, most recent normal time, and whether the issue can be reproduced consistently.
Choose exactly one: Singapore, Japan (Tokyo), South Korea (Seoul), Hong Kong, US East, or US West.
Include the command, exit code, and necessary log excerpts while removing tokens, personal information, and complete private keys.
Say whether you need configuration advice, a billing explanation, connectivity troubleshooting, privacy handling, or business device planning.
Receiving an inquiry does not mean the issue is resolved. We first determine the responsible scope and explain the next step based on the available information, rather than replacing an investigation with an unverified delivery estimate.
We usually confirm email receipt within 1 business day and identify whether pre-sales, support, billing, partnerships, or privacy operations will handle it.
If the order ID, region, incident time, reproduction steps, or redacted output is missing, our reply will clearly list what needs to be added.
Configuration inquiries receive recommendations on models and duration; technical issues proceed based on evidence; device-status cases are handled according to the control panel ticket record.
For orders, connectivity, device status, or billing display issues, submit a ticket through the control panel so it can be linked to the affected resource. Email is suitable when you cannot sign in or when you are asking about a project with no order yet.
Send pre-sales, business, partnership, and privacy requests to support@hopvm.com. For existing orders, connectivity, and device-status issues, sign in to the control panel and submit a ticket.