The machine has a problem or I want a different one
If the machine is faulty, needs a restart or replacing, click “Contact support” on the service page and our staff will handle it; we’ll notify you if the connection details change.
On this page
Our staff handle all maintenance, restarts and replacements, so you don’t need to do anything yourself.
How to reach us
Open the machine’s service page
Find the Mac mini in My services and open it.
Click “Contact support”
On the line “Can’t connect, code or password not working, or a problem with the machine?”, click “Contact support”. The ticket form opens with the “Remote connection and machine” category and this service already selected.
Describe the problem and submit
Describe the problem (for example, not responding, frequent disconnects, apps misbehaving, or you want a different remote app) and when it happened, ideally with a screenshot (hide the verification code), then click “Submit ticket”.
Our support team will let you know how long it will take, and you will be notified when they reply; see How to submit a ticket and see replies.
Please don’t shut down the Mac mini
If you choose Shut Down over the remote connection, you won’t be able to connect any more and will need to contact support. To restart, use Restart, or contact support.
Afterwards
If we replace your machine or update the device verification code, you’ll get a “delivery details updated” notification. See My services for the latest connection details and reconnect.
Back up your own files
Back up important files to your own device or cloud drive regularly, and before you ask for a replacement machine. Data on the machine is not kept after the service expires; see How renewal and auto-renew work, and what happens at expiry.
Updated 2026-11-10 · 1 min read
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