This page answers common questions about accounts, payments, delivery, billing and support.
Why do you not ask for an email address?
We do not need one. Your account is a random account key, and all communication happens through tickets in your dashboard. We never send email, newsletters or marketing messages. Data we never collect cannot leak.
Do you need my ID or other personal details?
No. We do not ask for ID documents, a name, an email address, a phone number or a postal address. There is no KYC check.
What does an account key look like?
It is 64 characters long and uses letters, digits, hyphens (-) and underscores (_). The recovery key has the same format. Spaces do not matter when you log in.
How should I keep my keys?
Both keys are shown only once, when you create your account. Copy them or download them as a .txt file, and store them somewhere safe. Anyone who has either key can log in to your account.
What happens if I lose my account key?
Log in with your recovery key, then regenerate your account key in account settings. If you lose both keys, nobody can access the account, including our staff. We store only a keyed one-way hash of each key, so we cannot see, reset or recover them.
Can I change my keys or log out other devices?
Yes. In account settings you can regenerate your account key or your recovery key. The old key stops working and your other sessions are logged out. You can also log out everywhere.
What exactly do you store?
We store a random account ID and its creation date, hashes of your keys and session tokens, and your orders, invoices, services, tickets and service requests. Your server’s initial login details are stored encrypted. Rate-limit counters use a keyed one-way hash of your IP address, never the address itself, and are deleted within one hour. We do not store your IP address, the wallet address you pay from or your browsing history. The complete list is in our Privacy Policy.
Do you use cookies?
We use one cookie only: __Host-session, which keeps you logged in. It lasts 30 days and is extended while you use the site. It is strictly necessary, so there is no cookie banner. We set no other cookies and use no analytics or trackers.
Which coins do you accept?
We accept Monero, Bitcoin, Ethereum, USDT and Litecoin through NOWPayments. We accept cryptocurrency only, not cards or bank transfers.
Who can see my payment?
NOWPayments sees the invoice amount and currency, our random invoice reference and the plan name. When you open its payment page, it also sees your IP address, your browser details, the coin you choose and the transaction. We receive only the payment status, the amount and the coin, and we do not store the wallet address you pay from. Bitcoin, Ethereum, USDT and Litecoin transactions are publicly visible on their blockchains by design. Monero transactions are private by design.
Where are your servers located?
Our stock is in Singapore, Russia and Greece. If you need a specific location, open a Sales ticket before you order and we will tell you what is available there.
How fast is a VPS ready?
VPS plans have instant deployment after payment confirmation. Setup time: Instant after payment confirmation. Servers are pre-built and kept in stock for each plan and operating system, so yours is assigned as soon as NOWPayments confirms your payment. A crypto payment is confirmed only after the coin’s network has confirmed the transaction, which takes some minutes depending on the coin. The server’s IP address and initial login details then appear in your dashboard.
How fast is a dedicated server ready?
Dedicated servers are set up by staff after payment. Setup time: Within 24 hours. Your billing period starts when we mark the server as ready.
What happens if a plan is out of stock?
Plan and operating system combinations that are out of stock cannot be ordered. If stock for your exact plan and operating system runs out between checkout and payment, we set up your VPS by hand and tell you in a ticket. Setup time in that case: Within 24 hours.
How do add-ons work?
Add-ons, such as an extra IPv4 address or extra RAM, are applied by staff after delivery. Your VPS is delivered first, with instant deployment after payment confirmation, and the add-ons follow. Setup time for VPS add-ons: Within 12 hours.
Which billing cycles can I choose?
You can pay monthly, or for 3 or 12 months at a discount. All prices are in EUR. You can compare plans on the VPS comparison and dedicated server comparison pages.
How long is an invoice valid?
For a new order, the invoice and the stock reserved for it are valid for 60 minutes. If a payment has already been detected, the invoice stays open until the payment is confirmed. An expired invoice can be replaced with a new one from your dashboard.
What if I underpay or pay late?
Partial payments, payments of the wrong amount and payments that arrive after the invoice expired are not applied automatically. Staff review them, and a Billing ticket is opened automatically. In that ticket we agree with you whether to top up, refund or apply the payment.
Can I pay a renewal with a different coin?
Yes. You choose the coin on each invoice, so each payment can use a different coin.
How do renewals and the grace period work?
A renewal invoice appears in your dashboard 5 days before the renewal date. If it is not paid by the renewal date, a grace period of 3 days follows. After that, the service is marked overdue and we post a ticket message. Suspension or termination is never automatic: staff decide and tell you in a ticket.
Will the price change when I renew?
Renewals use the price agreed when you ordered. Later price changes on the website apply only to new orders.
When does my billing period start?
It starts when the server is delivered. For a VPS from stock, that is right after payment confirmation. For dedicated servers and hand-built VPSs, it is when we mark the server as ready.
Can I get a receipt?
Yes. Printable receipts for paid invoices are available in your dashboard.
How do I reboot or reinstall my server?
Request it from your dashboard. Our website never connects to our servers or hypervisors, so each request creates a support ticket and staff carry it out, normally within our support response time. Expected response time: Within 12 hours. A reinstall erases all data on the server.
Can I upgrade my server?
Yes. Request an upgrade from your dashboard. Staff change the plan of your service and can issue a one-off invoice for the upgrade, which you pay the same way as any other invoice.
How do I cancel?
Request cancellation from your dashboard. Cancelling stops future renewals. Your service keeps running until the end of the period you have paid for.
Can I get a refund?
Before delivery, yes. A dedicated server that has not been set up yet, or a hand-built VPS that has not been delivered yet, is refunded in full on request. After delivery, the current paid period is not refunded. Overpayments are refunded on request or applied to your service. The details are in our Refund Policy.
Do you provide backups?
No. We do not offer backups. Keep your own copies of your data, especially before a reinstall, which erases everything on the server.
Do you keep my server’s login details?
We store your server’s initial login details so that they can be shown in your dashboard. They are encrypted with AES-GCM, using a key that is not stored in the database. Change the password when you first log in.
Can I run a Tor relay?
Yes. Middle relays and bridges are welcome. Exit relays need our approval first, so open a Sales ticket before you set one up. See our Acceptable Use Policy.
Can I mine cryptocurrency?
Not on VPS plans, but cryptocurrency mining is allowed on dedicated servers.
How do I contact support?
Open a ticket from your dashboard. Tickets are our support channel for existing services. Expected response time: Within 12 hours. For questions before you buy, you can also connect directly with our sales representative on Telegram using the button on the Support page.
Is there an SLA?
Yes. We target 99.9% monthly network availability for our network and host hardware. If we miss the target, you can claim extra service time, which is added to your renewal date. See our Service Level Agreement.
Can I delete my account?
Yes, in account settings. You confirm by typing your key again. Your key hashes and sessions are deleted immediately, and any running services are cancelled at once and wiped by staff. Tickets are kept but are no longer linked to any account. Invoices are kept for accounting for 3650 days and then deleted automatically.