How to authenticate your server for Support Team and use the Secure Access Form?

Issue

How to authenticate your server for the Support Team and use the Secure Access Form (including SSH Access Details)?

Environment

• All CloudLinux products

Solution

Description

This article outlines the essential steps required to grant access to the CloudLinux and TuxCare Support teams to access your server and investigate the issue. Kindly read and adhere to all the provided steps, or reach out to your system administrator if you require assistance with the instructions below.

CloudLinux authorized IP addresses

Our support team is authorized to connect to your server exclusively from the following IP addresses:

IPv4:

23.111.175.214
157.90.174.91
142.132.169.29

IPv6:

2604:4500:6:203f::6
2a01:4f8:1c1e:7cd0::1
2a01:4f8:c2c:9eb4::1

It is essential to add these addresses to your antivirus or firewall whitelist (Imunify360, CPHulk, Fail2Ban, CSF/iptables, etc.).

Additionally, please ensure that these addresses are permitted to access the web interface of your control panel, if applicable. This step is necessary for instances where the support team needs to verify the graphical user interface components of our products.

 

The Secure Access Form

As part of the investigation into your issue, the support team may request access to your server via a specialized secure access utility. You will receive a personalized link to the form within your support request (the URL starts with `https://access.support.cloudlinux.com`).

All access details, with the exception of the custom SSH form, are securely hashed and concealed from plain view even for support engineers.

 

SSH key authentication

For security reasons CloudLinux is rotating public shared ssh key every year.

(SSH key rotation date: Jul 17, 2025)

The current SSH key is the following:

ssh-rsa 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

Additionally, the relevant SSH key is present in SSH Sharing Form: select the "By SSH key" tab to get related fields, Copy the provided ssh public key and fill-in server access details into the appropriate fields

The copied key should be added into the .ssh/authorized_keys on this server, under the user which is used to login.

If you have any additional steps needed to become root please use the SSH custom form.

Once the ticket issue is resolved, please remove this key from .ssh/authorized_keys file.

Password based authentication

The SSH access interface looks like the following:

Access details automatic validation

Please review the form thoroughly and complete the access details.

After you click the Submit button, the form will automatically verify whether our team can access your server, which may take a couple of seconds before a response is provided. Please don't leave the page until completed.

On error

If you encounter an error after entering the details, it indicates that we were unable to access your server. You will see the message 'Failed to check connection'. Possible reasons include:

• Incorrect access details were entered in the form.
• Your firewall is blocking access from our IP addresses.
• The server is incorrectly configured to grant access.

Please refrain from asking our support team to verify access availability. You can do this yourself by completing the form, which performs the automatic check.

If you are confident that the provided details are accurate, but the form still returns an error, please use the "SSH custom" button to submit the access details manually. Kindly inform the support staff member that you experienced difficulties filling out the form.

Please note that for security reasons, the support team will only be able to connect to the server if access is granted through this form.

On success

On successful submission the access details will be added into related ticket automatically. 

Ticket status

Once the access details have been validated and submitted, the corresponding ticket will be reopened automatically.