SUPPORT / YOUR DIRECT LINE
Good support.
Clear progress.
Get the right answer. Keep the full conversation.
Your requests and every reply, together in your client area.
ONE REQUEST.
A COMPLETE HISTORY.
A customer account is required to send a request. Already registered? Sign in with your existing account.
Open a request Follow my requests01 / FIND THE RIGHT ROUTE
What can we help with?
Keep things running.
Connectivity, configuration, operating systems or a service that needs attention.
Technical request 02 / ACCOUNT & BILLINGGet the details right.
Account questions, pricing or a clarification about your hosting configuration.
Account request 03 / PLANNINGBuild on the right plan.
Choosing resources, comparing regions or preparing the next stage of your project.
Planning request02 / ANSWERS WITH A HEAD START
A little clarity.
A faster next step.
Where can I find my requests and support replies?+
Sign in to your client area and open Requests. Each conversation keeps your original message, replies, status and dates in one place. An unread badge highlights replies you have not opened yet.
Where can I manage my orders and hosting?+
Open My orders to follow a configuration and its progress. Provisioned services appear in My hosting, with their resources, renewal preferences, management access and linked service requests.
How do I renew an existing service?+
Open the service in My hosting and choose Renew this hosting. Its renewal order stays in your account. The current paid period changes after payment and the completed renewal are confirmed. You can follow the progress in the order history.
Where are my billing details and order documents?+
Use Billing & documents to update your billing profile and download order summaries. A summary records the selected configuration and its status; it is not a tax invoice.
What should I include in a technical request?+
Describe what you expected, what happened and when it started. Include the affected service name, relevant error text and the steps you have already tried. Remove passwords, private keys, recovery keys and payment details before sending.
How do I choose the priority?+
Use Normal for questions and planned changes. Choose High when an existing service is seriously affected, and explain the impact. Priority helps the support team understand the issue; it does not promise a particular response time.
Can I reopen a closed request?+
Yes. Open the conversation in your client area and choose Reopen request. You can then add the new information to the same history.
How do I recover access to my account?+
Choose Lost access? on the sign-in screen. Use your account address and the private recovery key you saved when creating your account. Keep your recovery key somewhere safe and never include it in a support request.
What is the difference between a configuration and a service?+
A saved configuration is a planning brief stored on your device. It does not place an order, take payment or create a running server. Your support requests are stored separately in your account.
Can I select Switzerland or Germany?+
Yes. Choose your territory in the hosting catalogue. Each plan shows the resources and monthly price for the selected region. Include your preferred territory when asking for help choosing a configuration.
How are my conversations kept private?+
A signed-in client can access their own requests. The support team can view and answer them. Request contents are not published on the website. Always keep credentials and other sensitive information out of your messages.
03 / THE CONVERSATION STAYS WITH YOU
No lost threads.
Open a request, add context and follow the answer.
One private space from the first question to the final reply.