Your customer uses their PD DigitalOcean Droplets service to find the server address, login details and generated SSH key, then connects from an SSH client. As the hosting team, enable the intended service controls and distinguish a missing module control from a server-side SSH failure. Downloading a key and adding a new team public key are different actions.

Get the correct service details

The following steps describe your customer’s service view. Agree any access investigation with the customer and use your existing authorised access.

1. Your customer signs in to the WHMCS client area and opens the intended service.
2. Check the server is provisioned and Running on the service page.
3. Open Connection details and read the current public address and ready-to-copy SSH command.
4. Open SSH Keys and download the server’s generated key through the available control.
5. Follow the connection instructions for your SSH client, using the displayed username, address and matching key.

Keep the downloaded private key private. Verify a first-connection host-key fingerprint through a trusted channel before accepting it. A key is not a support-ticket attachment.

Understand the server and team keys

The module provides a generated service key for new servers. That download is separate from any team public keys saved on the service; check the actual key and server you are using rather than assuming every saved key is installed.

You can save and name team public keys on SSH Keys where the feature is enabled. Saving one there does not add it to a running server. Saved keys are used when a new server is created for the service; rebuild does not apply later saved service keys. After a snapshot recovery, verify the authorised keys present in that recovery point. Do not rebuild merely to try to apply a newly saved team key.

For a new team key on an existing running machine, have the server administrator manage the authorised keys inside that server. Never upload a private key when a form asks for a public key.

If the connection fails

A timeout calls for checking the current address, running state, cloud/guest firewall and permitted source range. A permission-denied response calls for checking the displayed user and matching key. Use the firewall guide for network access checks.

If the SSH Keys page is absent, your hosting team should check the product’s Client: SSH keys setting. If a generated-key download is unavailable, check the service’s setup state and whether its generated key is available; the customer-key page setting is not proof that a private key exists. Do not replace the provider account token to fix an individual SSH login.

The optional browser console is another access method; it does not remove the need to understand the server and account you are connecting to.

See the PD DigitalOcean Droplets WHMCS guide for related tasks, or explore the module.