The server does not appear after payment

What to check if you have paid but the server is not available yet or you can't find it in the panel.

Have you paid for an order on blackbox.md but not received the email about your server, or can't you find the server in the app.blackbox.md panel? Check these one by one: the order status (“Contul meu” (My account) → “Comenzi” (Orders), blackbox.md/account/orders), the “Serverul dvs. este gata” (Your server is ready) email and the “My Servers” page in the panel (app.blackbox.md/my-servers).

The blackbox.md website is available in Romanian and Russian; this article quotes the Romanian labels with their English meaning.

Available to: the blackbox.md account holder who placed the order.

1. Check the order status

On blackbox.md, open “Contul meu” (My account) → “Comenzi” (Orders). The “Comenzile mele” (My orders) page opens. If it was already open, reload it (F5).
Find the order by its number in the “ID” column (for example BBX-2026-000123).
Read the “Status” column and check whether the line “Server: SERVER_IP” appears below the order description.

What you see	What it means	What to do
“Nou” (New)	The payment has not been confirmed, so the server is not being created.	See The payment failed or the status did not update.
“În lucru” (In progress), without the “Server: …” line	The payment is confirmed, and the server is still being prepared.	See step 2 for how long preparation takes.
“În lucru” (In progress), with the “Server: SERVER_IP” line	The server exists and has an IP address.	Look for the email (step 3) and open “My Servers” (step 4).
“Anulat” (Canceled)	The order was canceled, or its server was deleted.	The server will not appear. If you did not cancel the order yourself, write to us.

The order stays “În lucru” even after the server is running: only the BLACKBOX team sets the “Finalizat” (Completed) status. All statuses: The “Comenzi” (Orders) page: statuses and actions.

2. How long preparation takes

What you ordered	How the server is prepared
A VPS plan (`/servers/plans`)	Automatically, usually within a few minutes after the payment is confirmed.
A “VPS hosting” plan	Also automatically; our team may contact you for details.
A dedicated server	Manually, by our team. We contact you about the details and the handover of the server. See Dedicated servers.
A product available on request (for example Windows VPS)	Manually, after you agree on the details with support. See Products and configurations available on request.

When the server is ready, you see three signs: the “Serverul dvs. este gata — BBX-…” (Your server is ready — BBX-…) email, the “Server: SERVER_IP” line in “Comenzi” (Orders) and the server's card in “My Servers”.

3. Look for the “Serverul dvs. este gata” (Your server is ready) email

The email goes to your blackbox.md account's email address. The subject is always in Romanian, “Serverul dvs. este gata — BBX-…” (Your server is ready — BBX-…), and the text is in your account's language.
Also check your Spam and Promotions folders, for example by searching for the order number BBX-….
The email may arrive about a minute before the server starts responding over SSH. If your first connection fails, wait a minute and try again. Details: I can't connect over SSH.

No email, but the “Server: …” line is there? The server has been created. You can see the IP address in “Comenzi” (Orders), and the root credentials in the panel, with “Reveal credentials”: Showing root credentials.

4. Find the server in the panel

The fastest way is from “Comenzi” (Orders):

On the row of the order with the “Server: …” line, click the arrow icon. When you hold the pointer over it, the text “Serverul este activ. Îl poți administra sau dezactiva în app.blackbox.md.” (The server is active. You can manage or deactivate it in app.blackbox.md.) appears. On a phone, open the three-dot menu (⋮) and choose “Gestionează în app.blackbox.md” (Manage in app.blackbox.md).
The panel opens in a new tab and signs you in automatically.
“My Servers” opens, with this server's card highlighted. On the card, the “Order” row shows the BBX-… number.

From the account menu: click “Panou de administrare” (Admin panel) in the side menu, or “Deschide panoul” (Open the panel) on the “Serviciile tale” (Your services) card in “Profil” (Profile), then click “My Servers” in the panel's left menu. Details: Opening the app.blackbox.md panel from your account.

Note When you open it from the account menu, the panel starts on “Overview”, which may say “No servers found. Contact an administrator to get access.” This is normal: servers ordered on blackbox.md are under “My Servers”.

If the server still doesn't appear:

Reload the page. The “My Servers” list doesn't update by itself. If you opened it before the server was ready, press F5.
Check the account. The panel shows only the servers of the blackbox.md account that placed the order. In the top right corner of the panel, you can see the email address you are signed in with. If you went directly to app.blackbox.md with another account (for example, another Google account) or you have two accounts on blackbox.md, open the panel from the account whose “Comenzi” (Orders) page shows the order.

Message in “My Servers”	What it means	What to do
“You don't have any servers yet. Order one from the shop and it will appear here once it's ready.”	The server has not been created yet, you are in another account's panel, or the server was deleted.	Check the order status (step 1) and the account you are signed in with.
“No servers are linked to your account yet.”	The panel account does not match any blackbox.md account.	Open the panel from your blackbox.md account, not by signing in directly.
“Failed to load servers.” or other text in a red box, for example “Unauthorized”	The list could not be loaded. Most often, your panel session has expired.	Reload the page. If you land on the sign-in page, open the panel again from “Contul meu” (My account). If the error persists, write to us.

Other cases: The panel shows “No servers found”.

An add-on service shows “Contactați suportul” (Contact support)

Labels for add-on services may appear below the order description, for example “Monitoring 24/7: Contactați suportul” (Monitoring 24/7: Contact support). This state means that the service could not be activated automatically. It does not block the server: the server is created and you use it as usual. Write to us with the BBX-… number so we can sort out the service. See Add-on services for your server.

When to write to support

Write to us if, after a reasonable time, the order is still “În lucru” (In progress) without the “Server: …” line, or if the line is there but the server is missing from “My Servers” in the correct account.

If creating the server failed, you don't receive any email about the error: the missing “Serverul dvs. este gata” (Your server is ready) email and the missing “Server: …” line are the signal. Write to us with the BBX-… number, or cancel the order with “Anulează comanda” (Cancel the order): as long as the server has not been created, the amount you paid goes back to your balance in full.

Choose a channel: a support ticket in “Contul meu” (My account) → “Ajutor și suport” (Help and support), an email to support@blackbox.md, or phone and WhatsApp at +373 78 003948, Monday–Friday, 09:00–18:00 (Moldova time).
Include the order number BBX-…, how you paid (by card or from your balance) and when, and what you see: the order status and the message in the panel.

Important Don't send card details or passwords in your message. To find your payment, we only need the order number, the amount and the time of payment.

Details: Opening a support ticket and How to contact BLACKBOX support.

Frequently asked questions

I received “Plată confirmată” (Payment confirmed), but not “Serverul dvs. este gata” (Your server is ready). What does this mean? The payment is confirmed, and the server is being prepared. Check the “Server: …” line in “Comenzi” (Orders): if it has appeared, the server has been created and the email is probably in Spam.

The server is running, but the order is still “În lucru” (In progress). Is this a mistake? No. The order for an active server stays “În lucru”; only the team sets the “Finalizat” (Completed) status.

Can I cancel the order if the server is taking too long? If “Anulează comanda” (Cancel the order) appears on the order's row, yes: before you confirm, the dialog shows the amount that will be returned to your BLACKBOX balance. If the server has already been created, canceling deletes it permanently, with all its data. While the server is being created, the button is missing; come back in a few minutes. See Order cancellation and refunds.

Why does the panel open on the sign-in page instead of “My Servers”? Most often, your account's email address is not verified. See Opening the app.blackbox.md panel from your account.