> For the complete documentation index, see [llms.txt](https://docs.up-network.ch/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.up-network.ch/documentation/en/guides/order-and-login-troubleshooting.md).

# Resolve a login or order problem

## Login and two-factor authentication

Use [BILLmanager](https://manager.up-network.ch/billmgr) to manage your account, or the login available directly in the VPS/web configurator. A security code may be required even after the password is accepted.

If the code is rejected, check the account used and your device’s automatic time setting. Use the new code from your authenticator application; never send its seed or your recovery codes in a routine ticket.

If a session has expired, log in again and check the cart before continuing. Registration and password recovery use the native forms provided by BILLmanager.

## Cart and quotes

An estimate displayed on the website is not a payment confirmation. Compare the configuration, period and options in the cart. For new VPS orders, continue through the website configurator when it is offered.

If adding an item fails or its result is uncertain, check the existing cart items before repeating it. Keep the error message, time and chosen plan for support.

## Domain availability

A search may show “available”, “already registered” or a verification error. An error does not mean the name is taken. Log in again if prompted and repeat the check once; if it fails again, open a ticket with the domain.

Premium names and some registries’ conditions may require a different process. A domain available at the time of the search is reserved only after registration has been processed.

## Request a check

Attach the process used, service or domain, step, message and date to the [ticket](/documentation/en/guides/how-to-open-a-support-ticket.md). Hide sensitive credentials and payment details.

Updated on 3 October 2026. References: [VPS ordering](https://up-network.ch/services/vps-hosting), [web hosting and domains](https://up-network.ch/services/web-hosting).