To get your enquiry to the correct department for the fastest support, we recommend using our Support Ticket System. Don't worry, you don't need to sign up to use it; however if you do sign up, you'll be able to see all of your previously opened / closed tickets.
YES :) - We have a US phone number +1-404S-PRIVEX (1-404-777-4839),
however - only a few of our support agents monitor our phone line, and they aren't always available to take calls.
If you have an urgent issue, you can send an SMS (often known simply as a "text") to our phone number +1-404S-PRIVEX, which will be almost immediately forwarded into our internal private staff chat - notifying everyone on our team to your message.
In most cases, you should instead send us a ticket, and if your issue is URGENT (e.g. your server is offline or has been compromised), send an SMS to +1-404-777-4839 with a message similar to:
URGENT: My server 18.104.22.168 is offline! Please see ticket #273982 - I am Dave Johnston
If you send us an SMS from a phone number in a major country such as the USA, Canada, the UK, or most EU countries, then we'll
respond ASAP by sending an SMS reply to your phone number, or calling your number from our official Privex number if you've
asked us to do so.
If you send us an SMS from a number in a less developed region of the world, for example most African countries, it could cost us upwards of US$10.00 to reply to you via SMS. In cases where it would be cost prohibitive to reply to your SMS, we'll continue the support conversation via another method - for example via a support ticket.
Below is a chat widget for our Discord Server, which by default, shows our #announcements channel, where we regularly post updates about any network maintenance, any ongoing issues with our systems or networks, along with general updates and promotions.
You may find the answer to your question in our Discord announcements below.
For secure communication, we have several GPG keys that you can use to encrypt your support emails or ticket messages.
If you want to learn more about GPG, read our article What is GPG / PGP and how do I use it?
Click on the title of the expandable sections below for help with importing GPG keys, and a list of our GPG keys.
gpg --recv-keys 2E833D27B0E01433
gpg --import privex_support_pub.asc
Many Linux/BSD/Mac systems are set to use old keyservers which are no longer operational. To save you from having to DuckDuckGo/Google/Bing why recv-keys isn't working, the below commands include an automatic config adjustment that will fix most keyserver issues.
The following commands will (on a Linux/macOS/BSD system):
hkps://keys.openpgp.orgto your GnuPG config files, plus will automatically create the two config files if they don't already exist.
mkdir -p ~/.gnupg # If you've had issues importing GPG keys using --recv-keys in the past, or # you're new to GPG and haven't checked to see which keyserver GPG is using, # then you should probably run this command to set keys.openpgp.org as your # default keyserver (fastest and most reliable as of Jan 2021) echo "keyserver hkps://keys.openpgp.org" | tee -a ~/.gnupg/dirmngr.conf | tee -a ~/.gnupg/gpg.conf # Privex Customer Support Shared Key (2021 to 2023) gpg --recv-keys 288DD1632F6E8951 # Kale S. - Privex CTO gpg --recv-keys BED8EFF89F1F7520 # Chris / Someguy123 - Privex CEO gpg --recv-keys DDB36F2B55284433If GPG seems frozen / hung while running recv-keys, you may be configured to use a broken or slow key server.
--keyserver hkps://keys.openpgp.orgto force GPG to use a specific keyserver during a single command, like so:
# Privex Customer Support Shared Key (2021 to 2023) gpg --keyserver hkps://keys.openpgp.org --recv-keys 288DD1632F6E8951 # Kale S. - Privex CTO gpg --keyserver hkps://keys.openpgp.org --recv-keys BED8EFF89F1F7520 # Chris / Someguy123 - Privex CEO gpg --keyserver hkps://keys.openpgp.org --recv-keys DDB36F2B55284433
Fingerprint: 17E8 77C3 5C3E 886A 5232 6C6A 288D D163 2F6E 8951 (17E877C35C3E886A52326C6A288DD1632F6E8951)
Long Key ID: 288D D163 2F6E 8951 (288DD1632F6E8951)
Short Key ID: 2F6E 8951 (2F6E8951)
Expiration Date: 2023-01-19Direct download (hosted on our site): privex-support-2021-2023.asc
Fingerprint: 4274 DEF7 4745 3454 CDA6 AED5 BED8 EFF8 9F1F 7520 (4274DEF747453454CDA6AED5BED8EFF89F1F7520)
Long Key ID: BED8 EFF8 9F1F 7520 (BED8EFF89F1F7520)
Short Key ID: 9F1F 7520 (9F1F7520)Direct download (hosted on our site): kale-privex-2019.asc
Fingerprint: A4A1 0213 ECA1 B50E 32E6 9180 DDB3 6F2B 5528 4433 (A4A10213ECA1B50E32E69180DDB36F2B55284433)
Long Key ID: DDB3 6F2B 5528 4433 (DDB36F2B55284433)
Short Key ID: 5528 4433 (55284433)Direct download (hosted on our site): chris-someguy123-privex-2017.asc
If you'd prefer to contact us via email, you're free to do so, our department emails are listed below.
However, we strongly recommend using the support ticket website. Messages sent through the website often receive a response faster than emailed tickets. This is because they automatically get assigned the correct priority, the correct department, and there's no risk of your message being lost in a spam filter unlike email.
Not sure which department you need?
Use this email and one of our agents will send it to the correct department.
If you require a fast response, we recommend that you try to send it to the correct department instead, as this email has the lowest priority on our support system.
Have a question about our servers? Need a custom package?
Our sales team will help you out.
This email should only be used by existing Privex customers.
If you have a problem with your bill, or need to change your billing cycle, contact our billing team.
If you're a Privex customer and something is wrong with your server, use this email to reach our technicians.
If your issue is urgent (e.g. a critical server is offline), use the Support Ticket System!
Tickets sent from the website using the help topic "My server is offline!" will be marked as "Emergency" for a rapid response.
If one of our customers is hosting illegal content, or causing disruptive activity (DDoS, Spam), use our abuse email.
To avoid the risk of your email ending up in spam, use the Support Ticket System.
NOTICE: Abuse emails are automatically marked as "Emergency", please do not misuse our abuse email or your email address(es) will be blocked.