There are 3 common reasons why you can not connect to your Remote Desktop.
1) Your Remote Desktop has been turned off by accident
2) You are receiving a black screen after connecting because your Remote Desktop has frozen
3) Your bill hasn't been paid, so your account was automatically turned off.
In all of these scenarios please contact us by making a support ticket here:
Or by following this link:
and we will get you reconnected as soon as possible.
If you are having trouble connecting for the first time please see this link for windows:
or this link for mac: