FAQ
What Shely is, which plans you can use, and what we can and can’t see.
Support
Stuck? Start with the fixes below. If they don’t help, tell us what happened and we’ll look into it.
Common problems
I can’t sign in
Check the address and password first. If you turned on two-factor sign-in, use your authenticator app or a passkey. If you lost both, a recovery code works once. Reset your password if you forgot it, and have your recovery code ready.
A page says it could not reach the server
Check your connection, then try again. If other pages load and one section keeps failing, the problem is on our side. Tell us which section and when it happened.
A host won’t connect
Check the address, port and username, then the password or key. If Shely shows a changed host key, the connection stops on purpose. Only continue if you know the server was rebuilt or reinstalled.
A plan I picked isn’t available
Free is the only plan you can use today. The paid plans are coming soon.
My teammates can’t see a server, or can’t change one
Teams share servers by role. Read-only people can connect but not change anything. Members can edit shared servers. Owners and admins manage people. A team admin can change someone’s role.
Look it up
How it works
How a connection is made, in the browser and in the apps.
Security
What stays on your device and what a breach would expose.
Download
The apps for Windows, Mac, iPhone and iPad.
Still need help?
Email us and a person will reply. The more you include, the faster we can help.
Or write to [email protected].
What to include
- What you were trying to do, and what happened instead.
- Where it happened: the web console, Windows, or the Apple app.
- The time, with your time zone, so we can find it in our logs.
- The exact message on screen, if there was one.
Never send your account password, vault key, SSH private keys or server passwords. We will never ask for them.