Support

Setup help for SSHELL.

Connect to a host, check the common failure points, and send a useful support request without sharing secrets.

Connect to a host Email support

First connection

How to connect to a host.

You need a host name or IP address, a username, a port, and either a password or SSH key.

1

Add a profile

Open SSHELL and tap the add button to create a new connection.

2

Choose a protocol

Pick SSH for most servers, Mosh for roaming networks, or Telnet for legacy devices.

3

Enter host details

Add the host name or IP address, port and username.

4

Choose authentication

Use a password or select a saved SSH key from the key library.

5

Review trust

Check any host-key prompt before accepting a new server identity.

6

Save and connect

Save the profile, then open the terminal from your hosts list.

Guides

Quick fixes for common setup problems.

SSH key rejected

Confirm the matching public key is in ~/.ssh/authorized_keys, the username is correct, and the server accepts the key type.

Password login fails

Check the username, port, VPN and server login policy. Some servers disable password authentication.

Host key warning

Do not accept a changed key until you know the server was rebuilt, rotated or reached through a new endpoint.

Mosh connects poorly

Mosh needs UDP reachability. Check firewalls, NAT, roaming network rules and server-side Mosh installation.

Remote files unavailable

Use SSH or Mosh profiles and confirm the account can access the target folder on the server.

iCloud sync missing data

Enable iCloud on each device and check that SSHELL sync is enabled in the app settings.

Send with a support request

  • Device model, iOS version and SSHELL version.
  • Protocol: SSH, Mosh or Telnet.
  • Authentication mode: password or saved key.
  • Network: Wi-Fi, cellular, VPN or all networks.
  • Exact error text, with private details redacted.

Do not send

  • Passwords, private keys, passphrases or recovery keys.
  • Production tokens, API keys or customer data.
  • Screenshots that reveal credentials or shell history.
  • Full logs unless secrets have been removed.

Support FAQ

Answers for the usual connection questions.

Which protocol should I choose?

Choose SSH for standard server access, Mosh for mobile or unstable networks, and Telnet only for trusted legacy systems.

Why does SSH work elsewhere but not in SSHELL?

Compare the host, port, username, key and VPN state with the working client. A small username or port difference is often enough to fail login.

Why is my key asking for a passphrase?

The private key is encrypted. Enter the passphrase for that key, not your server account password.

Why did the server identity change?

The host may have been rebuilt, rotated, load balanced or intercepted by a different endpoint. Verify before accepting the new key.

Can support recover my password or private key?

No. Keep credentials under your control and never email them to support.