HF PanelGetting help
Who to ask about HF Panel, where to ask, how to check the status page first, and what to put in a report so it can be solved quickly.
Who to ask depends on who you are. A hosting customer's account is run by their hosting provider, who can see and fix it. The software itself is made by HostFog Ltd, who help the administrators who run it.
If you are a hosting customer
Your hosting provider runs the server and your account, so they are the people to ask.
- Try Control Panel › Support › Help for articles from your provider, or Support › AI helper when it is offered.
- Open Control Panel › Support › Support and click New ticket.
- Choose the Website it is about and the Priority (High — site down when your site is down), describe What happened?, and click Send ticket.
You get an email when support answers. If your provider asks for your Support PIN, it is at the top of the Support screen. See Support.
Note: HostFog Ltd can't see or change hosting accounts on your provider's server. Always ask your provider first.
If you run an HF Panel server
- Search this documentation. Press
/on any page. Troubleshooting, Troubleshoot the installation and the FAQ cover the most common problems. - Run the built-in checks. Open Server Admin › Server › Server health, or run
hf-panel healthon the server. Many problems have a one-click fix there. - Check the status page at
https://hostfog.io/status. It shows the live state of the licence server, downloads and HF Tunnel, so you know whether a problem is on your side. - Contact us through
https://hostfog.io/contact/. Questions before you buy, licences, partners, bugs and ideas are all welcome.
Your own customers' tickets arrive in Server Admin › Support › Support tickets. See Support tickets.
What to put in a report
A good report gets a fix in one reply instead of five. Include:
| What | Where to find it |
|---|---|
| Your licence key, if you have one | Server Admin › Billing › Licence |
| The HF Panel version | Server Admin › Server › HF Panel updates (Installed), or /etc/hostfog/VERSION |
| The operating system | for example Ubuntu 24.04 or Debian 13 |
| What you did | the screen, the button, or the exact command |
| What you expected, and what happened instead | the exact error message, copied as text |
| When it started | and whether anything changed just before: an update, a new setting |
| The output of the checks | hf-panel health, and for DNS problems hf-panel dns-setup --check |
| The relevant log lines | see Logs for which file holds what |
Warning: never send passwords, API tokens, private keys, the encryption passphrase of your backups or
/root/hostfog-mailboxes.txt. Nobody from HostFog Ltd will ever ask for them. Replace them withxxxin logs and screenshots.
Security problems
If you find a security problem in HF Panel, report it privately through the contact page, not in public. Describe how to reproduce it and which version you tested.