Portal

Support

Get connected, fast.

Use this page to resolve onboarding issues quickly, collect clean diagnostics, and keep commercial rollout quality stable.

Open diagnosticsDownload Windows

Fast path

Recommended

Most incidents are resolved by running the standard commercial flow end-to-end.

  1. Start a plan in Billing.
  2. Install RavenVPN Desktop on Windows.
  3. Pair the device in /pair and reconnect.
Pair a deviceStart from the fastest recovery path when a new Windows install needs to connect.Fix account or billing issuesRenew the plan, confirm checkout state, and restore access before opening a deeper ticket.Check live service postureUse status for outages, diagnostics export, and real-time service health before escalating.

Common issues

Quick fixes for the highest-frequency support tickets.

Portal sign-in fails

Check control plane URL, cookie domain, and HTTPS/HTTPS consistency between website and API.

Fix: verify runtime-config.js controlPlaneUrl and CP_COOKIE_DOMAIN.

Pairing approval does not complete

Keep desktop app open while approving the activation code in browser.

Fix: reopen pairing from desktop activation card and approve again.

Windows tunnel does not connect

Verify WireGuard service, endpoint reachability, and region selection.

Fix: open Desktop Status and check handshake timestamp changes.

Kill switch blocks traffic

Traffic is blocked while tunnel is down, especially under custom AllowedIPs.

Fix: clear override, reconnect, then re-apply route policy.

Teams (B2B)

Zero-trust overlay onboarding and org-level controls.

Join a team

Sign in first, then accept invite in Portal > Teams.

Invite tokens are email-locked.

Organization routing policy

Routing policy is managed centrally and distributed to member devices on config refresh.

Admins: Portal > Teams > Organization routing policy.

Private routes and connectors

Define private route CIDRs and keep at least one healthy connector in private network.

Admins: Portal > Teams > Private routes / Connectors.

Billing ownership

Teams checkout creates org ownership under buyer account; upgrades and invoices are managed in billing portal.

Support snapshots

Send sanitized bundles instead of screenshots when opening support tickets.

Website snapshot

Use Status diagnostics > Copy support bundle.

Desktop snapshot

Export diagnostics bundle from Desktop Diagnostics view.

Ticket context

Include account email, selected region, and approximate failure time.

Do not send raw tokens or secrets over chat.

Next actions

Keep the shortest recovery path one click away.

Pair deviceBilling centerStatus