E2E CloudAccount FAQ
Customer validation
Section titled “Customer validation”Why do I need to complete customer validation?
Section titled “Why do I need to complete customer validation?”Because the CERT-In rules require it. Under the CERT-In directions of April 2022, cloud service providers in India keep validated names, addresses, and contact details for their customers. E2E checks the identity of the person who signed up before the account can create anything. See Complete customer validation (KYC).
Which documents do I need for customer validation?
Section titled “Which documents do I need for customer validation?”It depends on your customer type:
- An Indian customer validates with Aadhaar, by OTP through DigiLocker. Only the Aadhaar number is needed, and the OTP goes to the mobile number linked with it. Instead, Try other way takes a Voter ID or a Driving Licence issued in 1990 or later, with a selfie.
- An Indian organisation that gave a GSTIN can choose Load Credits instead: a payment of any amount completes its setup.
- An international customer validates through Stripe with a passport, a driving licence, or a national ID card, and a matching selfie. With an Aadhaar, you can choose to validate with your Indian identity instead, from the link on the same step.
See Complete customer validation (KYC).
What is the selfie step for?
Section titled “What is the selfie step for?”It matches your face to the photo on your ID. The selfie is part of international validation through Stripe, and of the Indian Try other way path with an ID document. Aadhaar validation by OTP needs no selfie. Have a camera ready. See Complete customer validation (KYC).
How long does customer validation take?
Section titled “How long does customer validation take?”It depends on the method. The Aadhaar check and the Stripe check finish while you are on the page, and the Aadhaar check moves on by itself when it is done. An ID document and a selfie are checked after you send them, and the result comes by email. If you answered Yes to the Compliance question, the country review before it takes up to 72 hours. See Complete customer validation (KYC).
My customer validation has been pending for days. What do I do?
Section titled “My customer validation has been pending for days. What do I do?”Validate again. A document and selfie check that is still undecided is eventually refused automatically, and E2E emails you to validate again. You can validate as often as you need, and each new attempt replaces the last. For help, write to customer-validation@e2enetworks.com or call +91-11-4117-1818 with your CRN. See Customer validation request is under process.
Can I skip customer validation and pay instead?
Section titled “Can I skip customer validation and pay instead?”Only as an Indian organisation that gave a GSTIN. It can choose Load Credits, and a payment of any amount completes its setup. Every other customer completes customer validation before creating anything. See Complete customer validation (KYC).
Is customer validation needed on a postpaid account too?
Section titled “Is customer validation needed on a postpaid account too?”Yes. Customer validation is the same for prepaid and postpaid accounts.
Do all users on the account need to complete customer validation?
Section titled “Do all users on the account need to complete customer validation?”No. One validation covers the account. Someone the owner invites who joins through the activation link works under the owner’s validation. Someone who already has their own MyAccount login completes customer validation on that login before accepting the invitation. See Account.
Why do I have to complete my own KYC to join my organisation’s account?
Section titled “Why do I have to complete my own KYC to join my organisation’s account?”Because you already have your own MyAccount login: only someone new to E2E works under the owner’s validation. Complete customer validation on your own login, then accept the invitation again. See What the invitee receives and how they accept.
Can someone else in my team complete customer validation for the account?
Section titled “Can someone else in my team complete customer validation for the account?”Yes, on an Indian account. The owner opens Manage Customer Profile > Customer Validation and clicks Nominate beside another person in the account. That person gets an email and validates from their own sign-in. See Complete customer validation (KYC).
Can I revoke my Aadhaar validation from the account later?
Section titled “Can I revoke my Aadhaar validation from the account later?”Yes, as long as another validated person stays. The account must keep at least one validated person, so revoking the last one is refused with You cannot revoke this user’s validation as we are required to maintain atleast one validated user. Validation History on the Customer Validation tab lists each validation and when it was revoked.
Can I change the Aadhaar number linked to the account?
Section titled “Can I change the Aadhaar number linked to the account?”No. An Aadhaar number on a validation is fixed. To have the account validated with a different person’s Aadhaar, the owner nominates that person, and once they have validated, revokes the earlier validation. The account always keeps at least one validated person.
What happens if the person who validated leaves the organisation?
Section titled “What happens if the person who validated leaves the organisation?”The owner nominates another person to validate. Once that person has validated, the owner can revoke the validation of the one who left; the account always keeps at least one validated person. If the person who left was the owner, see How do I change who owns the account?.
Signing up and signing in
Section titled “Signing up and signing in”My country is not in the country list. Can I still sign up?
Section titled “My country is not in the country list. Can I still sign up?”Not with a mobile number or a billing address from that country. The mobile number list at sign-up and the country list in Billing Information are the same list, and hold the countries E2E serves. Pick your billing country with care: once customer validation is approved, it stays as it is. See Sign up as an international customer.
What is the Compliance question about restricted countries?
Section titled “What is the Compliance question about restricted countries?”It asks whether your company or its parent company is registered in a country or region restricted by U.S. export laws. You answer it once, before Billing Information. The dialog links E2E’s sanctioned country policy. A No continues the setup. A Yes asks for an export licence letter, which E2E’s compliance team reviews, and the account stays restricted until the letter is approved. See Answer the restricted-country question.
Can I use one mobile number for several accounts?
Section titled “Can I use one mobile number for several accounts?”Yes. One mobile number can be used on up to four accounts. To use it on a fifth, write to sales@e2enetworks.com.
Is my account the same in Delhi and Chennai?
Section titled “Is my account the same in Delhi and Chennai?”Yes. Your account, its profile, and its validation are the same in both regions. See Account.
Can I turn off two-factor authentication?
Section titled “Can I turn off two-factor authentication?”No. Two-factor authentication is always on. In Settings > Security > 2-Factor Authentication, you choose whether your codes come by text message to your registered mobile number or from Google Authenticator. See Set up two-factor authentication.
Where are my backup codes?
Section titled “Where are my backup codes?”In Settings > Security > Backup Codes. There you can see your 10 backup codes, or make new ones with Get New Codes. Each code works once. Keep a copy somewhere safe, because a backup code is the way to sign in without your phone. See Set up two-factor authentication.
How do I change the mobile number my sign-in codes go to?
Section titled “How do I change the mobile number my sign-in codes go to?”On Basic Details, click the pencil beside your mobile number, enter the new number, and verify it with the code sent to it. Codes by text message go to the mobile number on your profile, so they follow the new number at once. You do not need to raise a ticket. See Change your mobile number.
How long do I stay signed in?
Section titled “How long do I stay signed in?”With Remember me ticked, for 30 days. Without it, you are signed out after 24 hours without activity. See Sign in and trust a device.
Can I use Okta or Google Workspace for SSO?
Section titled “Can I use Okta or Google Workspace for SSO?”Yes. MyAccount connects to any SAML 2.0 identity provider, including Okta and Google Workspace, the same way it connects to Microsoft Entra ID. See Set up single sign-on with Microsoft Entra ID.
Where do I find my Organization ID?
Section titled “Where do I find my Organization ID?”On Identity Providers, in the row for your identity provider, and on that provider’s own Metadata page. It is a 12-digit number, generated separately for each identity provider. Your SSO invitation email includes it, and your account administrator can copy it from there for you. See Set up single sign-on with Microsoft Entra ID.
Infra credits and your first node
Section titled “Infra credits and your first node”I finished sign-up and validation. Where are my free infra credits?
Section titled “I finished sign-up and validation. Where are my free infra credits?”They are added when customer validation is approved, not at sign-up, and only to an eligible account: 2,000 rupees on an INR account, 20 US dollars on a USD account. Free infra credits are given once per mobile number. An account whose mobile number is on another account, or that has already redeemed a credit coupon, does not get them. If your validation is still under review, they arrive once it is approved. Once granted, the credit is part of your ordinary balance: see it on Account Statement > Infra Credit Details, with every other debit and credit.
What happens when my infra credits go below zero?
Section titled “What happens when my infra credits go below zero?”E2E emails you reminders to add infra credits, so keep your balance above zero. An account that stays below zero may be suspended or closed, and closing an account deletes its resources. Adding infra credits puts the account back in good standing, and AutoPay keeps it there. See What happens if my balance goes negative? and Buy infra credits. For help, contact support.
Do I need a card before I create my first node?
Section titled “Do I need a card before I create my first node?”No. A prepaid account needs infra credits, and no card, e-mandate, or AutoPay. See Buy infra credits.
How many infra credits do I need for my first node?
Section titled “How many infra credits do I need for my first node?”Enough for about 24 hours of the node’s plan, or the plan’s minimum billing amount if that is higher. A committed node needs its full committed price up front. If you have too few, MyAccount shows Low Infra Credits Balance with the number of infra credits you still need. For the rates, see the E2E pricing page. See Low Infra Credits Balance.
My payment is not showing as infra credits yet. What do I do?
Section titled “My payment is not showing as infra credits yet. What do I do?”Give it a little time. Infra credits are added shortly after the payment is recorded, as the amount before GST. Check Last 5 Transactions on PayNow before you pay again. If the payment is listed and the balance has still not changed, contact support with the payment’s date, amount, and transaction details. See Buy infra credits.
How do I switch from prepaid to postpaid?
Section titled “How do I switch from prepaid to postpaid?”Contact support. Every new account is prepaid, and MyAccount has no form to switch. E2E converts an account on request. Until it is approved, creating a resource is refused with We received your request to postpaid account and working on it. We will soon notify you through an email. See Account.
Why can I see only CPU nodes, not GPU nodes?
Section titled “Why can I see only CPU nodes, not GPU nodes?”GPU and larger plans can be limited on a new account, separately from customer validation and infra credits. To use them, click Request on the node screen, or write to sales@e2enetworks.com with your CRN and the plan you want. See You have limited access to all the services.
Can I change my billing country or PAN after sign-up?
Section titled “Can I change my billing country or PAN after sign-up?”The billing country is fixed once customer validation is approved. You can add or change a GSTIN on Billing Details as long as it belongs to the PAN already on the account. To change the PAN itself, raise a Billing ticket; E2E’s Compliance team makes the change. See Update your billing details.
Why does my account show a PAN I never entered?
Section titled “Why does my account show a PAN I never entered?”If you gave a GSTIN, MyAccount takes the PAN from it: a GSTIN carries its holder’s PAN, and you cannot type a different one. Check that the GSTIN you gave is your own. If a GSTIN on the account turns out to carry the wrong PAN, raise a Billing ticket; E2E’s Compliance team makes the change. See Raise a support ticket.
Your team and their access
Section titled “Your team and their access”Why can I not see Add User?
Section titled “Why can I not see Add User?”Add User is available to an Admin or a Project Lead. Billing, Member, and Billing + Member users do not see Identity & Access Management (IAM) in the account menu, and a Viewer can open IAM and see its lists but change nothing there. Ask your account’s Admin or Project Lead to invite the person, or to give you one of those two roles.
The actions on a user’s row (Edit, Delete, Resend, Re-invite, Reset Password) also depend on the role: an Admin sees them for any role, and a Project Lead only for a Project Lead or Member user, or for an invitation that has expired. Nobody sees them on their own row, and the owner’s row never offers Edit or Delete. See Manage users.
Why can my team member not raise a support ticket?
Section titled “Why can my team member not raise a support ticket?”Raising a ticket with Create Ticket needs Create permission on Cloud Platform, the support service in a policy set; replying to one needs Update permission. Admin and Project Lead have both by default. Billing and Viewer never have either. A Member or Billing + Member user gets them from a project or User Group policy with Create, Update, or both ticked for Cloud Platform. See Create a policy set.
Can I give a user access to only one server?
Section titled “Can I give a user access to only one server?”No. A policy applies to a whole project, never to a single server or other resource inside it. To limit someone to one server, put that server in a project of its own, and add the user to only that project. See Choose a role for a user.
Can I set a spending budget per user?
Section titled “Can I set a spending budget per user?”No. A policy controls what a user can see and do, never how much they can spend. See Choose a role for a user.
My invitation shows Expired. What do I do?
Section titled “My invitation shows Expired. What do I do?”Ask the person who invited you to click Re-invite on your row in All Users, which sends a fresh link. An invitation expires after a wait, and also as soon as the invited email signs up for a separate E2E account of its own or signs in there with Google or GitHub. See Invite a user.
Projects and tags
Section titled “Projects and tags”Can I delete a project?
Section titled “Can I delete a project?”No. A project stays in the account once you create it. You can rename any project, the default project included. See Create a project.
Can I add a tag while creating a node?
Section titled “Can I add a tag while creating a node?”No. Add it from the node’s list page once the node exists. Every product works this way: you tag a resource after you create it. See Tag a resource.
Do tags show on my bill?
Section titled “Do tags show on my bill?”No. Tags do not appear on billing, a cost report, or any billing export. See Tag a resource.
Ownership, support, and closing
Section titled “Ownership, support, and closing”Where do I find my CRN?
Section titled “Where do I find my CRN?”On the header button, in the account menu with Copy CRN, as CRN Number on Basic Details, and on a support ticket’s Details tab. Support asks for your CRN to find your account. See Your CRN.
How do I change who owns the account?
Section titled “How do I change who owns the account?”The owner changes the owner email to the new owner’s email address. On Basic Details, click the pencil beside Email, or open Change Email on the owner’s row in IAM > All Users. The new address must be new to E2E, the account must be at least 30 days old, and the change finishes 24 hours after you submit it. See Change the account owner.
How do I hand the account to someone who already has a MyAccount login?
Section titled “How do I hand the account to someone who already has a MyAccount login?”Contact support. The owner email change takes only an email address that is new to E2E, so E2E support hands an account to an existing login. See Raise a support ticket.
How do I contact support?
Section titled “How do I contact support?”Raise a ticket in Support > Cloud Platform with Create Ticket. If you cannot reach MyAccount, write to cloud-platform@e2enetworks.com or call +91-11-4117-1818. Tickets open up once customer validation is approved; until then, write to cloud-platform@e2enetworks.com instead. For help with customer validation, write to customer-validation@e2enetworks.com. See Raise a support ticket.
What is priority support?
Section titled “What is priority support?”A support level that E2E turns on for some accounts. Its tickets are marked Priority, Medium is the lowest severity, and Priority Platform appears in the sidebar. See Raise a support ticket.
Can I close or delete my account?
Section titled “Can I close or delete my account?”Yes, through support. MyAccount has no option for it, so ask E2E support to close the account. See Close your account.