Send pre-sales questions, enterprise projects, and security reports to our support email. For existing orders, billing questions, or host issues, sign in to the portal and submit a ticket. Include your use case, model, location, and scope of the issue for a more direct response.
Tickets can be linked to your account, order, and instance details, making them ideal for issues that need ongoing tracking. Email works best for pre-order questions and document submissions.
MacRents uses only support email and portal tickets for external support. Choosing the right route reduces back-and-forth requests for account, order, and host details.
If you have not ordered yet and want to confirm the right model, rental term, or location for your workload, email us. Include your project type, typical build duration, concurrent task count, storage needs, and expected usage period.
Email about your projectFor continuous CI/CD, batches of dedicated physical nodes, Mac clusters, or long-term development environments, start by emailing your capacity plan. We will organize the key details around task queues, node distribution, delivery batches, and access boundaries.
Describe your enterprise projectFor questions about an existing order's amount, payment status, or transaction details, sign in to the portal and submit a ticket. Include the order number, USD amount, transaction time, and payment method. Please do not create multiple tickets for the same issue.
Submit a billing ticketFor connection failures, remote desktop issues, build errors, or network path problems, submit a portal ticket first. Include the instance, location, time window, reproduction command, expected result, and redacted actual output.
Submit a technical ticketTo report suspicious access, exposed credentials, or a security flaw, email us with “Security report” in the subject. Include the impact, reproduction conditions, and redacted evidence. Do not test nodes or data that do not belong to you.
Send a security reportYou do not need to prepare a lengthy proposal. Copy the fields below into an email and complete them one by one to cover the core information needed for sizing. If you are unsure about an item, write “To be assessed,” but always include the use case, concurrent task volume, and expected rental term.
All four locations are available to order: Singapore, Japan (Tokyo), South Korea (Seoul), and Hong Kong. We recommend ranking them by developer location, code repository location, and primary access path rather than by city name alone.
Project or team name: Primary use: Xcode builds / CI/CD / remote development / AI experiments / other Code repository and build tools: Average daily task volume: Peak concurrent tasks: Typical duration per task: Preferred model: M4 Core / M4 Plus / M4 Pro / To be assessed Preferred rental term: day / week / month / quarter Preferred location: Singapore / Japan (Tokyo) / South Korea (Seoul) / Hong Kong Local storage requirements: Need for multi-machine collaboration: Expected start date or timeframe: Questions to confirm:
Long-running engineering environments require alignment on the task model, resource boundaries, node locations, and management approach. The clearer these details are, the easier it is to determine how to combine the three dedicated physical machine tiers.
Share peak concurrency, queue length, typical build duration, cache volume, and artifact size. For continuous CI/CD, also include Runner labels, task timeouts, and failure-retry policies.
Describe the general regions of your developers, code repositories, artifact storage, and users, then rank Singapore, Japan (Tokyo), South Korea (Seoul), and Hong Kong by priority.
For lightweight builds, consider MacRents M4 Core. For daily development and parallel CI, consider MacRents M4 Plus. For high-memory inference and highly concurrent builds, consider MacRents M4 Pro.
List the required macOS and Xcode version ranges, package managers, build dependencies, cache directories, and persistent agents. Do not include real access tokens or complete credentials in email.
Define who manages nodes, who can access the build environment, how keys are rotated, and how access is revoked when team membership changes. Each rental includes a dedicated physical Mac mini, not a virtual machine.
Agree on completion criteria for connection checks, toolchain verification, sample builds, and task integration. All nodes run normally 365 days a year; connection details and host status are managed in the portal.
Use “Enterprise project + team name” as the email subject and include your capacity range, location preferences, and expected start date.
MacRents orders are settled in USD. We support USDT-TRC20 and Visa / Mastercard / Amex (via Stripe) only. The payment gateway actually available to you is shown in the portal.
For existing orders, use a portal ticket so the issue can be linked directly to your account and order. Do not submit full card numbers, verification codes, wallet private keys, or other payment authorization information in a ticket.
Submit a billing review ticketSupport usually needs error messages, the time of occurrence, and reproduction steps—not your complete credentials. Check attachments, screenshots, and command output before sending.
Keep variable names, commands, exit codes, and error locations. Replace only tokens, passwords, private keys, and personal data. This protects secrets while giving support enough context to identify where the failure occurred.
$ xcodebuild -version Xcode 16.x Build version [REDACTED] $ ./ci/build.sh error: signing step failed TOKEN=[REDACTED] exit code: 65
Different issues require different supporting details. Response times start once the information is complete and the relevant request or order can be identified. If more information is needed, work continues after the additional details arrive.
| Issue type | Preferred route | Initial response target | Main handling steps |
|---|---|---|---|
| Pre-sales sizing | Support email | Within 1 business day | Review use case, concurrency, storage, term, and the four location preferences, then explain how to choose among the three model tiers. |
| Enterprise project | Support email | Materials confirmed within 1 business day | Confirm capacity range, task model, node layout, access boundaries, and delivery validation criteria. |
| Billing review | Portal ticket | Within 1 business day | Review the record by order number, transaction time, USD amount, and payment method, then post updates to the original ticket. |
| Technical issue | Portal ticket | Within 1 business day | Confirm the instance, location, and impact, review redacted logs, and provide the next diagnostic or remediation steps. |
| Security report | Support email | Receipt confirmed within 1 business day | Assess impact and urgency first, then proceed with isolation, investigation, remediation, and any necessary notifications. |
Usually not. Continue adding information to the original portal ticket for order, billing, and host issues so the same issue does not become multiple records. Send an email only when the ticket specifically asks you to provide particular materials by email.
Existing users should sign in to the portal first to check their orders, instances, and host status. If the status does not match the actual connection result, submit a portal ticket with the time, location, and smallest reproducible set of steps.
Use “Build blocked” in the title. Include the instance number, location, time the impact began, percentage of failed tasks, time of the last successful run, and redacted error output. Do not write only “unavailable,” and never send private keys or complete credentials.
The portal is best for linking orders, instances, and billing records. Use support@macrents.com for pre-sales sizing, enterprise projects, and security reports. Redact secrets before submitting and include only the necessary evidence.