# Table of Contents - [General - Hetzner Docs](#general-hetzner-docs) - [Hetzner Docs](#hetzner-docs) - [Customer newsletter - Hetzner Docs](#customer-newsletter-hetzner-docs) - [Data centers and connection - Hetzner Docs](#data-centers-and-connection-hetzner-docs) - [Impressum FAQs - Hetzner Docs](#impressum-faqs-hetzner-docs) - [Invoice date change starting August 2025 - Hetzner Docs](#invoice-date-change-starting-august-2025-hetzner-docs) - [Hetzner Online Forum - Hetzner Docs](#hetzner-online-forum-hetzner-docs) - [Late payments FAQs - Hetzner Docs](#late-payments-faqs-hetzner-docs) - [New billing model - Hetzner Docs](#new-billing-model-hetzner-docs) - [Peering Policy - Hetzner Docs](#peering-policy-hetzner-docs) - [Order processing - Hetzner Docs](#order-processing-hetzner-docs) - [Support Team opening hours - Hetzner Docs](#support-team-opening-hours-hetzner-docs) - [Sustainability FAQs - Hetzner Docs](#sustainability-faqs-hetzner-docs) - [Technical and Organizational Measures - Hetzner Docs](#technical-and-organizational-measures-hetzner-docs) - [Product migration - Hetzner Docs](#product-migration-hetzner-docs) - [Phishing email collection - Hetzner Docs](#phishing-email-collection-hetzner-docs) - [IP pricing - Hetzner Docs](#ip-pricing-hetzner-docs) - [Others - Hetzner Docs](#others-hetzner-docs) - [Abuse form - Hetzner Docs](#abuse-form-hetzner-docs) - [CentOS 8 - End of Life - Hetzner Docs](#centos-8-end-of-life-hetzner-docs) - [30 days to the end of the month - Hetzner Docs](#30-days-to-the-end-of-the-month-hetzner-docs) - [Changes to billing system for October 2024 - Hetzner Docs](#changes-to-billing-system-for-october-2024-hetzner-docs) - [Data protection - Hetzner Docs](#data-protection-hetzner-docs) - [Cancellations FAQ - Hetzner Docs](#cancellations-faq-hetzner-docs) - [Data Privacy FAQ - Hetzner Docs](#data-privacy-faq-hetzner-docs) - [Certificates - Hetzner Docs](#certificates-hetzner-docs) - [Fraud prevention FAQ - Hetzner Docs](#fraud-prevention-faq-hetzner-docs) - [Hetzner pricing - Hetzner Docs](#hetzner-pricing-hetzner-docs) - [Accounts Panel - Hetzner Docs](#accounts-panel-hetzner-docs) - [DNS Console - Hetzner Docs](#dns-console-hetzner-docs) - [Network & Security - Hetzner Docs](#network-security-hetzner-docs) - [Storage - Hetzner Docs](#storage-hetzner-docs) - [Cloud - Hetzner Docs](#cloud-hetzner-docs) - [konsoleH - Hetzner Docs](#konsoleh-hetzner-docs) - [Robot - Hetzner Docs](#robot-hetzner-docs) - [Log files - Hetzner Docs](#log-files-hetzner-docs) - [Server transfers between Robot customers - Hetzner Docs](#server-transfers-between-robot-customers-hetzner-docs) - [FAQ Primary IPv4 - Hetzner Docs](#faq-primary-ipv4-hetzner-docs) - [Overview - Hetzner Docs](#overview-hetzner-docs) - [Mailsicherheit - Hetzner Docs](#mailsicherheit-hetzner-docs) - [FAQ - Hetzner Docs](#faq-hetzner-docs) - [Two-factor authentication - Hetzner Docs](#two-factor-authentication-hetzner-docs) - [KVM Console - Hetzner Docs](#kvm-console-hetzner-docs) --- # General - Hetzner Docs #### General Information on Hetzner product pricing, availability and cancellation ##### Terms and Conditions * [30 days to the end of the month](https://docs.hetzner.com/general/general-terms-and-conditions/30-days-to-the-end-of-the-month) * [Data Privacy FAQ](https://docs.hetzner.com/general/general-terms-and-conditions/data-privacy-faq) ##### Cancellation * [Cancellations FAQ](https://docs.hetzner.com/general/cancellation/cancellations-faq) ##### Others * [Abuse form](https://docs.hetzner.com/general/others/abuse-form) * [CentOS 8 - End of Life](https://docs.hetzner.com/general/others/centos-eol) * [Certificates](https://docs.hetzner.com/general/others/certificates) * [Changes to billing system for October 2024](https://docs.hetzner.com/general/others/changes-to-billing-system-for-october-2024) * [Customer newsletter](https://docs.hetzner.com/general/others/customer-newsletter) [View more](https://docs.hetzner.com/general/others) --- # Hetzner Docs Select a platform and find your answer ====================================== [##### General\ \ Information on Hetzner product pricing, availability and cancellation](https://docs.hetzner.com/general) [##### Cloud\ \ Information on Cloud products; how to use Hetzner Console; functionality; billing; future plans and how to use the API](https://docs.hetzner.com/cloud) [##### Robot\ \ Information on Hetzner Robot products; Colocation, Domain Registration Robot and Dedicated Servers](https://docs.hetzner.com/robot) [##### Accounts Panel\ \ Information on pricing, billing and VAT, etc.](https://docs.hetzner.com/accounts-panel) [##### DNS Console\ \ Information on the deprecated DNS in DNS Console](https://docs.hetzner.com/dns-console) [##### konsoleH\ \ Information about konsoleH products and their use; Managed Server, Webmail](https://docs.hetzner.com/konsoleh) [##### Network & Security\ \ Information on DNS, Networks and Load Balancers in Hetzner Console](https://docs.hetzner.com/networking) [##### Storage\ \ Information on Object Storage, Storage Share, Storage Box](https://docs.hetzner.com/storage) ### What is Hetzner Docs? Hetzner Docs is the reference work of Hetzner Online GmbH for our clients. Here you can find an extensive collection of guides, documentation and information on all our product panels and products - Robot, konsoleH, Hetzner DNS, Hetzner Cloud, Dedicated Servers, Storage Share, Storage Boxes and many more. ### Other services [##### Cloud\ \ The official API documentation for the Public Hetzner Cloud.\ \ Cloud API documentation](https://docs.hetzner.cloud/) [##### Robot\ \ The official documentation for the Hetzner Robot Webservice (API).\ \ Robot API documentation](https://robot.hetzner.com/doc/webservice/en.html#preface) [##### DNS\ \ The official documentation for the Hetzner DNS API.\ \ DNS API documentation](https://dns.hetzner.com/api-docs) --- # Customer newsletter - Hetzner Docs Customer newsletter =================== Last change on 2023-12-12 • Created on 2023-11-29 • ID: GE-3FBBE Approximately once a month, we send out a costumer newsletter which includes information about things like: * current sales * new products, features, and services * updated information about our network * reminders about new operating systems and other software * invitations to beta-tests * security warnings and messages * other Hetzner news If you would like to be on the mailing list for the newsletter, please go [here](https://www.hetzner.com/newsroom/newsletter?country=de) . If you would like to UN-subscribe from the newsletter please go [here](https://www.hetzner.com/newsroom/newsletter?country=de) . --- # Data centers and connection - Hetzner Docs Data centers and connection =========================== Last change on 2025-07-08 • Created on 2020-03-25 • ID: GE-81F59 [](https://docs.hetzner.com/general/others/data-centers-and-connection#general) General --------------------------------------------------------------------------------------- With **"data center"** we mean the building itself, the space inside the building where we house the servers of one or several companies or organizations, and the organization itself who takes care of the servers. The common abbreviation is **DC**. You can find more information on our website: [https://www.hetzner.com/unternehmen/rechenzentrum/](https://www.hetzner.com/unternehmen/rechenzentrum/) [](https://docs.hetzner.com/general/others/data-centers-and-connection#which-data-centers-does-hetzner-operate) Which data centers does Hetzner operate? -------------------------------------------------------------------------------------------------------------------------------------------------------- | **Data Center Park** | **NBG1** | | --- | --- | | Location | Data Center Park Nuremberg, Germany | | Number of data centers | 6 | | | | | **Data Center Park** | **FSN1** | | Location | Data Center Park Falkenstein, Germany | | Number of data centers | 21 | | | | | **Data Center Park** | **HEL1** | | Location | Data Center Park Helsinki, Finland | | Number of data centers | 10 | Facilities in each of our data centers: * Uninterruptible power supplies (N+1 redundant UPS) * 2.5 MVA diesel generator * Power supply via two separate power paths from the substation to the low-voltage distribution [](https://docs.hetzner.com/general/others/data-centers-and-connection#which-backbones-are-the-data-centers-connected-to) Which backbones are the data centers connected to? ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------- See: [https://www.hetzner.com/unternehmen/rechenzentrum/](https://www.hetzner.com/unternehmen/rechenzentrum/) [](https://docs.hetzner.com/general/others/data-centers-and-connection#how-are-the-data-centers-connected-to-each-other) How are the data centers connected to each other? -------------------------------------------------------------------------------------------------------------------------------------------------------------------------- All Hetzner data center parks are connected to our backbone via redundant dark fiber connections. This ensures the availability of a data center if one of the connections fails. The n\*100 Gbit/s connections provide ample bandwidth between the data centers. The bandwidth of the connections between Nuremberg-Frankfurt, Nuremberg-Falkenstein and Falkenstein-Frankfurt are at least 120 Gbit/s. Our Frankfurt location transports data to our peering partners at DE-CIX and also to the following uplinks: Noris, GLBX, Aixit, AMS-IX, Init7 and Level3. At the Nuremberg location, there are connections to Noris, KPN, Init7, Level3 and N-IX. In each data center, we operate several [Juniper EX Core switches](https://www.juniper.net/) and bundle the streams of the data center to the backbone and then over the various uplinks. [](https://docs.hetzner.com/general/others/data-centers-and-connection#in-which-data-center-is-my-server-located) In which data center is my server located? ------------------------------------------------------------------------------------------------------------------------------------------------------------ Make a trace to your server's IP address. On Windows, the command is: `tracert ` On Linux, the command is slightly different: `traceroute ` The initials in the name of the hops in front of your server shows you the data center: 2 217.0.117.200 (217.0.117.200) 18.149 ms 17.080 ms 16.750 ms 3 87.190.176.130 (87.190.176.130) 17.602 ms 17.786 ms 17.778 ms 4 217.239.47.14 (217.239.47.14) 21.653 ms 21.880 ms 22.086 ms 5 ae8-0.fra20.core-backbone.com (62.157.251.158) 31.661 ms 22.087 ms 22.106 ms 6 ae1-2014.nbg40.core-backbone.com (81.95.15.206) 26.164 ms 23.759 ms 24.207 ms 7 core-backbone-100g-nbg.hetzner.de (81.95.15.6) 25.032 ms 25.771 ms 25.485 ms 8 core11.nbg1.hetzner.com (213.239.229.161) 26.463 ms 26.234 ms 26.000 ms 9 core22.fsn1.hetzner.com (213.239.245.213) 27.311 ms 25.535 ms 25.825 ms 10 ex9k2.**dc3.fsn1**.hetzner.com (213.239.229.246) 26.027 ms 26.072 ms 26.317 ms 11 eigenerServer (vvv.xxx.yyy.zzz) 26.959 ms 26.807 ms 26.958 ms In this example, you can see that the server is located in FSN1-DC3. If the second-to-last hop shows a name in the form of `xxx-yyy-zzz-xxx.clients.your-server.de`, then a correct rDNS name has not (yet) been assigned to the corresponding router. [](https://docs.hetzner.com/general/others/data-centers-and-connection#peering-policy) Peering Policy ----------------------------------------------------------------------------------------------------- Our primary goal is to exchange traffic, as far as possible, at central exchange nodes, such as DE-CIX, AMS-IX, DATA-IX and V-IX. In addition, we follow an open peering policy, so that everyone who wants to can organize a peering with us there. We are also open for the private interconnection of routers, should it make sense from a technical or economic point of view. For all targets that cannot be reached via a private peering or via a peering point, we route traffic through 2 of the leading transit providers. If another route is desired, we are always open to setting up a direct peering. ###### Table of Contents * [General](https://docs.hetzner.com/general/others/data-centers-and-connection#general) * [Which data centers does Hetzner operate?](https://docs.hetzner.com/general/others/data-centers-and-connection#which-data-centers-does-hetzner-operate) * [Which backbones are the data centers connected to?](https://docs.hetzner.com/general/others/data-centers-and-connection#which-backbones-are-the-data-centers-connected-to) * [How are the data centers connected to each other?](https://docs.hetzner.com/general/others/data-centers-and-connection#how-are-the-data-centers-connected-to-each-other) * [In which data center is my server located?](https://docs.hetzner.com/general/others/data-centers-and-connection#in-which-data-center-is-my-server-located) * [Peering Policy](https://docs.hetzner.com/general/others/data-centers-and-connection#peering-policy) --- # Impressum FAQs - Hetzner Docs Impressum FAQs ============== Last change on 2021-08-03 • Created on 2021-08-02 • ID: GE-B3176 This article is meant to help Hetzner clients who have questions about impressum pages, and why they may need one for their commercial website, online shop, interface, or other place where they publish online content. The information in this article is just general information. It is not qualified legal advice, and it is not official advice from Hetzner. Please check with an expert if you are unsure about what is best for you or your business. [](https://docs.hetzner.com/general/others/impressum-faq#what-is-an-impressum-page) What is an impressum page? -------------------------------------------------------------------------------------------------------------- This is a page that states the legal owner and author of the website, portal, online service, online shop, etc. It also includes contact information about the owner/author or online publisher. "Impressum" is a Latin word that has been used for a long time in German publishing, and it means something like "imprint" or "copyright page" in printed publications. Some people translate "impressum page" as "legal notice", "legal disclosure" or "legal contact information" or something similar. Some websites may translate it a bit awkwardly as "imprint" or "impression". [](https://docs.hetzner.com/general/others/impressum-faq#why-do-i-need-to-have-an-impressum-page) Why do I need to have an impressum page? ------------------------------------------------------------------------------------------------------------------------------------------ The German "Telemediengesetz" (Telemedia Act) requires that published content (books, newspapers, magazines, websites, published business communications, etc.) include an impressum. In printed media, like books, that means there is a page in the book with this information. In this way, it is similar to other countries' laws about copyrighted published material. In a similar way, you need to have an impressum page for websites, portals, interfaces, online shops, and so on. It states who is legally responsible for the online content. Austria and Switzerland have similar laws. They also have a lot of German speakers. That is why guidelines about impressum pages refer to 'German speaking countries'. Impressum pages are meant to make it easier to find the person who is legally responsible for online published material. This makes it easier to contact an administrator, for example, if a website is using copyrighted material or if an organization is sending spam, or if there is some other sort of legal issue. [](https://docs.hetzner.com/general/others/impressum-faq#how-does-an-impressum-page-help-with-email-delivery) How does an impressum page help with email delivery? ------------------------------------------------------------------------------------------------------------------------------------------------------------------ Having an impressum page may help prevent you from having trouble sending emails. Some providers, such as Deutsche Telekom (DTAG), may block mail from commercial users who do not have an impressum page. [](https://docs.hetzner.com/general/others/impressum-faq#where-on-my-website-should-i-put-the-impressum-page) Where on my website should I put the impressum page? ------------------------------------------------------------------------------------------------------------------------------------------------------------------ The law states that an online impressum page must be: * easy to find * It should be within one or two clicks of your home page. Or you can include a link to it at the header or footer of every page on your website. Make sure the links work. * Give the page a recognizable name (like 'Impressum' or 'Legal notice'). * always available & correct * The page should always remain up. Make sure the information on it is correct and up to date. [](https://docs.hetzner.com/general/others/impressum-faq#do-i-need-an-impressum-page-if-my-website-is-non-commercial) Do I need an impressum page if my website is non-commercial? ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- No, if your website is non-commercial, you do not need an impressum. For example, if you write a private blog just for you and your friends and family members, and you do not earn any money from the blog, this is non-commercial. [](https://docs.hetzner.com/general/others/impressum-faq#does-my-businesscompany-need-an-impressum-page) Does my business/company need an impressum page? --------------------------------------------------------------------------------------------------------------------------------------------------------- If you do business in a German speaking country, you should have one as a general rule. If you are not sure, ask an expert. [](https://docs.hetzner.com/general/others/impressum-faq#do-i-need-an-impressum-page-if-my-commerical-website-uses-a-de-domain) Do I need an impressum page if my commerical website uses a .de domain? ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- If it is a commercial page, yes. [](https://docs.hetzner.com/general/others/impressum-faq#do-i-need-an-impressum-page-even-if-my-website-doesnt-use-a-de-domain) Do I need an impressum page even if my website doesn't use a .de domain? -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- That is a bit of a grey area. If your company does business with (a large number of) German speaking clients or customers, you should probably have one. This is especially true if your website is also in German or if your company provides customer service in German. [](https://docs.hetzner.com/general/others/impressum-faq#do-i-need-an-impressum-page-even-if-my-company-isnt-based-in-germany) Do I need an impressum page even if my company isn't based in Germany? ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Again, this is a bit of a grey area. If your commercial website receives (a large number of) visitors from German speaking countries, then you should probably have one. [](https://docs.hetzner.com/general/others/impressum-faq#what-do-i-need-to-include-on-my-impressum-page) What do I need to include on my impressum page? -------------------------------------------------------------------------------------------------------------------------------------------------------- Your impressum page should include: * publisher - the full name of the legal publisher (the business or company name is fine here) * publisher's email address, postal address, and telephone number; (optional) fax number (again, you can use your company's contact information) * your company's trade registry number and where/how it is registered * the VAT or tax number for your company or its equivalent * the type of company Optional additional information: * company leaders (for example, the CEO or board members) * contact information for German-language support * the name and contact information for your data protection officer if you have one * information about legal dispute resolutions * copyright information * legal disclaimers [](https://docs.hetzner.com/general/others/impressum-faq#does-the-impressum-page-need-to-be-in-german-and-english) Does the impressum page need to be in German and English? ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------- It is good to have a German and an English version. (English speakers may also find it useful.) If your website is not in German, it is okay to just have an English version. [](https://docs.hetzner.com/general/others/impressum-faq#examples) Examples --------------------------------------------------------------------------- Here are some examples of impressum pages in English and German. You may find them helpful. * [Club-Mate, English](https://www.club-mate.de/en/legal-notice/) * [Club-Mate, German](https://www.club-mate.de/impressum/) * [Cherry AG, English](https://www.cherry-world.com/imprint) * [Cherry AG, German](https://www.cherry.de/impressum) * [German Red Cross, English](https://www.drk.de/en/service/legal-disclosure/) * [German Red Cross, German](https://www.drk.de/service/impressum/) * [Mercedes-Benz AG, English](https://www.mercedes-benz.com/en/providerprivacy-statement/provider/) * [Mercedes-Benz AG, German](https://www.mercedes-benz.com/de/anbieterdatenschutz/anbieter/) * [FC Bayern München, English](https://fcbayern.com/en/imprint/) * [FC Bayner München, German](https://fcbayern.com/de/impressum) * [Hetzner Online GmbH, English](https://www.hetzner.com/rechtliches/impressum) * [Hetzner Online, GmbH, German](https://www.hetzner.com/de/rechtliches/impressum?country=ot) [](https://docs.hetzner.com/general/others/impressum-faq#are-there-impressum-generators) Are there impressum generators? ------------------------------------------------------------------------------------------------------------------------ Yes, there are. But most of them are for generating German-language impressum pages and are in German themselves. Therefore, it may be more helpful to contact an expert or to look at the examples above. Here are a few, or you can do an Internet search for others. * [https://impressumgeneratorenglisch.de/](https://impressumgeneratorenglisch.de/) * [https://www.impressum-generator.de/](https://www.impressum-generator.de/) * [https://www.e-recht24.de/impressum-generator.html](https://www.e-recht24.de/impressum-generator.html) * [https://wordpress.org/plugins/impressum/](https://wordpress.org/plugins/impressum/) (Wordpress plugin - in English) * [https://www.adsimple.de/impressum-generator/](https://www.adsimple.de/impressum-generator/) ###### Table of Contents * [What is an impressum page?](https://docs.hetzner.com/general/others/impressum-faq#what-is-an-impressum-page) * [Why do I need to have an impressum page?](https://docs.hetzner.com/general/others/impressum-faq#why-do-i-need-to-have-an-impressum-page) * [How does an impressum page help with email delivery?](https://docs.hetzner.com/general/others/impressum-faq#how-does-an-impressum-page-help-with-email-delivery) * [Where on my website should I put the impressum page?](https://docs.hetzner.com/general/others/impressum-faq#where-on-my-website-should-i-put-the-impressum-page) * [Do I need an impressum page if my website is non-commercial?](https://docs.hetzner.com/general/others/impressum-faq#do-i-need-an-impressum-page-if-my-website-is-non-commercial) * [Does my business/company need an impressum page?](https://docs.hetzner.com/general/others/impressum-faq#does-my-businesscompany-need-an-impressum-page) * [Do I need an impressum page if my commerical website uses a .de domain?](https://docs.hetzner.com/general/others/impressum-faq#do-i-need-an-impressum-page-if-my-commerical-website-uses-a-de-domain) * [Do I need an impressum page even if my website doesn't use a .de domain?](https://docs.hetzner.com/general/others/impressum-faq#do-i-need-an-impressum-page-even-if-my-website-doesnt-use-a-de-domain) * [Do I need an impressum page even if my company isn't based in Germany?](https://docs.hetzner.com/general/others/impressum-faq#do-i-need-an-impressum-page-even-if-my-company-isnt-based-in-germany) * [What do I need to include on my impressum page?](https://docs.hetzner.com/general/others/impressum-faq#what-do-i-need-to-include-on-my-impressum-page) * [Does the impressum page need to be in German and English?](https://docs.hetzner.com/general/others/impressum-faq#does-the-impressum-page-need-to-be-in-german-and-english) * [Examples](https://docs.hetzner.com/general/others/impressum-faq#examples) * [Are there impressum generators?](https://docs.hetzner.com/general/others/impressum-faq#are-there-impressum-generators) --- # Invoice date change starting August 2025 - Hetzner Docs Invoice date change starting August 2025 ======================================== Last change on 2025-10-01 • Created on 2025-07-31 • ID: GE-ECE90 Starting in August 2025, we have rescheduled invoice dates for a few customers. This change will help us distribute our overall invoicing workload more evenly and will let us process your support requests more quickly. [](https://docs.hetzner.com/general/others/invoice-date-change-starting-august-2025#where-can-i-find-my-invoice-date) Where can I find my invoice date? ------------------------------------------------------------------------------------------------------------------------------------------------------- You can view your personal invoice date at any time [on your account](https://accounts.hetzner.com/invoice) . [](https://docs.hetzner.com/general/others/invoice-date-change-starting-august-2025#will-the-amount-change) Will the amount change? ----------------------------------------------------------------------------------------------------------------------------------- No, only the date on which your invoice is created will change. The rest of the invoice will remain the same as before: your invoice will still contain the services of the previous month, from the first to the last day. Only the date on which you receive the invoice will change. [](https://docs.hetzner.com/general/others/invoice-date-change-starting-august-2025#important-note) Important note: ------------------------------------------------------------------------------------------------------------------- Our team unfortunately cannot set your individual invoice date to date of your choosing. Please do not ask us to change the invoice date. If you have any questions or need help, please write us a support request using your account. ###### Table of Contents * [Where can I find my invoice date?](https://docs.hetzner.com/general/others/invoice-date-change-starting-august-2025#where-can-i-find-my-invoice-date) * [Will the amount change?](https://docs.hetzner.com/general/others/invoice-date-change-starting-august-2025#will-the-amount-change) * [Important note:](https://docs.hetzner.com/general/others/invoice-date-change-starting-august-2025#important-note) --- # Hetzner Online Forum - Hetzner Docs Hetzner Online Forum ==================== Last change on 2024-12-09 • Created on 2023-11-29 • ID: GE-8D79A There is a community of Hetzner users: The Hetzner [Forum](https://forum.hetzner.com/) . It is a great place to: * get inside information about Hetzner’s latest products, features, and services (for example, we often announce beta tests here first!) * learn useful information from other users * ask for some trouble-shooting help from other users * give Hetzner teammates feedback or ask questions (Please use the ticket system to get technical support.) * search for or write an offer to transfer a dedicated root server to another customer in the [Marketplace/Marktplatz](https://docs.hetzner.com/robot/dedicated-server/general-information/server-transfers-between-robot-customers) * read other interesting industry news * ask others in the community questions related to IT You just need to be a Hetzner customer to join the Forum. We’d love to see you there! Note: Feel free to start threads in English or German. --- # Late payments FAQs - Hetzner Docs Late payments FAQs ================== Last change on 2025-06-25 • Created on 2021-04-08 • ID: GE-BCC1E If you are a customer who has not paid your invoice on time, you may have some of these questions. [](https://docs.hetzner.com/general/others/late-payments-faqs#i-missed-my-first-invoice-and-hetzner-locked-my-server-why) I missed my first invoice, and Hetzner locked my server. Why? --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Unfortunately, there is a higher risk for abuse and fraud with new customers. We at Hetzner try very hard to prevent abuse and fraud. So we are extra careful about new customers. One good way to prevent abuse and fraud is to make sure that customers pay their invoices. So we ask new customers to pay their first invoice after a very short time. If customers then don't pay their invoice, we lock their servers and/or other Hetzner products. Doing this reduces the amount of time a potential scammer or spammer has access to a server, so it prevents a lot of abuse. If this has happened to you, pay your invoice. [](https://docs.hetzner.com/general/others/late-payments-faqs#i-stopped-using-my-server-andor-other-hetzner-services-but-hetzner-still-sent-me-an-invoice-why-did-i-still-get-an-invoice) I stopped using my server (and/or) other Hetzner services. But Hetzner still sent me an invoice. Why did I still get an invoice? -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- We sent you an invoice because you didn't cancel your server or your other products. You have a contract with us that you did not cancel. If you don't want to pay for Hetzner servers/services anymore, cancel them. See also 9.1 in our [Terms and Conditions](https://www.hetzner.com/rechtliches/agb) . For cloud servers, you need to pay for any servers/services that still exist. To stop paying for them, delete them. We at Hetzner do not monitor whether or not you are using your server/service. So even if you do not use them, we will still ask you to pay. Why do we do this? Until you cancel your server/services, no other Hetzner customers can use them. To cancel your server or other Hetzner products, go [here](https://docs.hetzner.com/general) and look under "Cancellation". Select the correct user interface for the product and follow the steps in that article. Make sure to cancel each product or service that you no longer want. [](https://docs.hetzner.com/general/others/late-payments-faqs#hetzner-locked-or-cancelled-my-serverservices-how-do-i-get-itthem-unlocked) Hetzner locked or cancelled my SERVER/SERVICES. How do I get it/them unlocked? ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ 1. Pay your invoice as soon as possible. If your account is still active, you can pay using a credit card or PayPal so the payment goes quickly. That will help us reactivate your account more quickly. 2. Send us a support request via Robot/konsoleH/Hetzner Console. In it, ask us to re-activate your account or to revoke the cancellation. If your invoice is very late, we may choose not to reactivate your server/services. We may choose to keep the cancellation in place. We might also do this if you made late payments in the past. We make the decision on a case-by-case basis. [](https://docs.hetzner.com/general/others/late-payments-faqs#hetzner-locked-or-cancelled-my-account-how-do-i-get-it-unlocked) Hetzner locked or cancelled my ACCOUNT. How do I get it unlocked? ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ In this situation, we ask you to pay via bank or wire transfer. [See below](https://docs.hetzner.com/general/others/late-payments-faqs#how-to-pay-a-late-invoice-via-bankwire-transfer) . [](https://docs.hetzner.com/general/others/late-payments-faqs#how-to-pay-a-late-invoice-via-bankwire-transfer) How to pay a late invoice via bank/wire transfer --------------------------------------------------------------------------------------------------------------------------------------------------------------- Follow these steps: 1. Pay your invoice. You can find our banking information on your invoice and use it to pay via bank transfer or wire transfer. 2. Send us confirmation of your payment via email ([billing@hetzner.com](mailto:billing@hetzner.com) ) together with the invoice number(s) and your client number. This will speed up the process. 3. In the same email, ask us to re-activate your account. If your invoice is very late, we may choose not to reactivate your server/services. We may choose to keep the cancellation in place. We make the decision on a case-by-case basis. [](https://docs.hetzner.com/general/others/late-payments-faqs#hetzner-locked-or-cancelled-my-server-is-my-data-gone) Hetzner locked or cancelled my server. Is my data gone? ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------- You **MIGHT** still be able to get your data. It depends on your situation and how late your payment is. Pay your invoice. See above ["Hetzner locked or cancelled my SERVER/SERVICES. How do I get it/them unlocked?"](https://docs.hetzner.com/general/others/late-payments-faqs#hetzner-locked-or-cancelled-my-serverservices-how-do-i-get-itthem-unlocked) or ["Hetzner locked or cancelled my ACCOUNT. How do I get it unlocked?"](https://docs.hetzner.com/general/others/late-payments-faqs#hetzner-locked-or-cancelled-my-account-how-do-i-get-it-unlocked) . **IF** we can still reactivate your server, you will then have access to your data again. [](https://docs.hetzner.com/general/others/late-payments-faqs#why-cant-i-make-a-late-payment-using-paypal-or-credit-card) Why can't I make a late payment using PayPal or credit card? -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- There are two possible reasons why we are asking you to pay via bank transfer/wire transfer. * reason 1) You are very late paying your invoice. In this case, we have unfortunately lost some of our trust in you, and we have deactivated your account. So it is technically not possible for you to log into your account and make a credit card/PayPal payment. * reason 2) Your credit card payment failed multiple times/Your PayPal payment failed once. This is sometimes a sign that the credit card/PayPal information is stolen. We at Hetzner Online must take it very seriously when there is a failed credit card or PayPal payment. Please do not take this decision personally. In these cases, we ask that you pay via bank transfer/wire transfer since this is a more secure method. [See above](https://docs.hetzner.com/general/others/late-payments-faqs#how-to-pay-a-late-invoice-via-bankwire-transfer) . Once you make your payment, we will consider revoking the cancellation and re-activating your account. (We may choose NOT to do this.) If we re-activate your account, you may again make payments using a credit card or PayPal. [](https://docs.hetzner.com/general/others/late-payments-faqs#i-missed-an-invoice-because-my-credit-card-payment-failed-what-can-i-do) I missed an invoice because my credit card payment failed. What can I do? ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- If you still have access to your account, you can try these steps: 1. You can try to make your credit card payment manually. Make sure all the credit card details are accurate and up-to-date. 2. If that does not work, you can write us a support request. You can ask us to try charging the credit card again. Or, if you updated information on your card, you can ask us to try it again with the updated information. 3. If that doesn't work, contact your credit card company and make sure everything is okay there. 4. You can try to use a different credit card. Log onto your account and enter the information for the new credit card. Then send us a quick support request and ask us to use the new credit card information for your payment. 5. If steps 1-4 don't work, you can pay via bank transfer or wire transfer. [See above](https://docs.hetzner.com/general/others/late-payments-faqs#how-to-pay-a-late-invoice-via-bankwire-transfer) . If you no longer have access to your account, please pay via bank or wire transfer. [See above](https://docs.hetzner.com/general/others/late-payments-faqs#how-to-pay-a-late-invoice-via-bankwire-transfer) . [](https://docs.hetzner.com/general/others/late-payments-faqs#will-hetzner-send-my-invoice-to-a-debt-collection-agency-if-i-do-not-pay-it) Will Hetzner send my invoice to a debt collection agency if I do not pay it? ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Yes, but we will first send you a payment reminder in an email. Using a debt collection agency is a standard business practice. It is part of our general terms and conditions, which you accepted when you became our customer. [See 5.4 of our general terms and conditions](https://www.hetzner.com/rechtliches/agb) . Debt collection agencies will add their own fees on top of what you owe already, making the invoice much more expensive. For this reason, we recommend that you simply try to pay your invoice on time. [](https://docs.hetzner.com/general/others/late-payments-faqs#additional-questions) Additional questions? --------------------------------------------------------------------------------------------------------- If you have any additional questions, please write a support ticket via konsoleH, Hetzner Console, or Robot. This is usually the quickest way for our support team to help you. If you no longer have access to your account, please write to [billing@hetzner.com](mailto:billing@hetzner.com) and give them your last invoice number and your client number. You can also call +49(0) 9831 5050. The accounting department is open Mondays-Fridays from 8 AM to 6 PM, Central European Time. ###### Table of Contents * [I missed my first invoice, and Hetzner locked my server. Why?](https://docs.hetzner.com/general/others/late-payments-faqs#i-missed-my-first-invoice-and-hetzner-locked-my-server-why) * [I stopped using my server (and/or) other Hetzner services. But Hetzner still sent me an invoice. Why did I still get an invoice?](https://docs.hetzner.com/general/others/late-payments-faqs#i-stopped-using-my-server-andor-other-hetzner-services-but-hetzner-still-sent-me-an-invoice-why-did-i-still-get-an-invoice) * [Hetzner locked or cancelled my SERVER/SERVICES. How do I get it/them unlocked?](https://docs.hetzner.com/general/others/late-payments-faqs#hetzner-locked-or-cancelled-my-serverservices-how-do-i-get-itthem-unlocked) * [Hetzner locked or cancelled my ACCOUNT. How do I get it unlocked?](https://docs.hetzner.com/general/others/late-payments-faqs#hetzner-locked-or-cancelled-my-account-how-do-i-get-it-unlocked) * [How to pay a late invoice via bank/wire transfer](https://docs.hetzner.com/general/others/late-payments-faqs#how-to-pay-a-late-invoice-via-bankwire-transfer) * [Hetzner locked or cancelled my server. Is my data gone?](https://docs.hetzner.com/general/others/late-payments-faqs#hetzner-locked-or-cancelled-my-server-is-my-data-gone) * [Why can't I make a late payment using PayPal or credit card?](https://docs.hetzner.com/general/others/late-payments-faqs#why-cant-i-make-a-late-payment-using-paypal-or-credit-card) * [I missed an invoice because my credit card payment failed. What can I do?](https://docs.hetzner.com/general/others/late-payments-faqs#i-missed-an-invoice-because-my-credit-card-payment-failed-what-can-i-do) * [Will Hetzner send my invoice to a debt collection agency if I do not pay it?](https://docs.hetzner.com/general/others/late-payments-faqs#will-hetzner-send-my-invoice-to-a-debt-collection-agency-if-i-do-not-pay-it) * [Additional questions?](https://docs.hetzner.com/general/others/late-payments-faqs#additional-questions) --- # New billing model - Hetzner Docs New billing model ================= Last change on 2024-03-01 • Created on 2024-02-29 • ID: GE-EDD38 [](https://docs.hetzner.com/general/others/new-billing-model#questions-about-billing-changes-between-march-and-may-2024) Questions about billing changes between March and May 2024 ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- ### [](https://docs.hetzner.com/general/others/new-billing-model#what-will-change-about-the-way-that-hetzner-calculates-the-invoice-for-march-2024-and-why) What will change about the way that Hetzner calculates the invoice for March 2024 and why? We are in the process of changing our billing structure to make it more unified; by doing this, we hope to make our products more user friendly. As part of this process, we will change the billing for many of our products from monthly to hourly. For some products, we will not always bill you retro-actively for the service. This structure will be similar to our Cloud billing. It will take effect in March 2024. If you use a product for the whole month, we will continue to invoice you for the same monthly amount as always. During the transition period, which will start with the March 2024 invoice, you may see some unusual things on your invoice. Below, you can see an [example](https://docs.hetzner.com/general/others/new-billing-model#example-invoices) of what these changes may look like during the transition period. Just to make it clear, the montly price you will pay will NOT change, even if you see some short-term changes in monthly totals on your invoices during the transition period. It is possible that you will see a smaller-than-normal total on your invoice for March. In April, we will retro-actively invoice you for March for any hourly-based products; the invoice will be pro rata (proportional to the amount of hours in March that you used those products.) ### [](https://docs.hetzner.com/general/others/new-billing-model#why-will-my-march-invoice-be-different-from-my-earlier-invoices) Why will my March invoice be different from my earlier invoices? Starting in April, we will only invoice customers for the services that they have used **AFTER** the month that they use those services. For that reason, the March invoice will NOT contain any products whose prices we already calculated in March under the old billing structure. That's why your invoice for March may have a smaller total that normal. The affected products (the ones with hourly-based billing) for March will then appear retro-actively on the APRIL invoice, but with the new hourly based billing. Please take a look at the [example invoices below](https://docs.hetzner.com/general/others/new-billing-model#example-invoices) . ### [](https://docs.hetzner.com/general/others/new-billing-model#why-will-my-april-invoice-be-different-from-my-earlier-invoices) Why will my April invoice be different from my earlier invoices? Your April 2024 invoice will be the first one that is based on hourly billing. It will cover your hourly usage for the month of March. The hourly billing will apply to most products, but not all. For example, it will not apply to one-time products (like setup fees) or to products like domains and SSL certificates, which will continue to have yearly payment periods. For this one time, the invoice will retro-actively cover products that were NOT covered on March's invoice as part of the transition period. After that (starting in April) all future invoices will have a service period for hourly-based products. The service period will start on the first day of the month and end on the last day of the month. If you use these products for a full month, you will see the normal monthly price. For more details, please look at the section below [("Example invoices")](https://docs.hetzner.com/general/others/new-billing-model#example-invoices) . ### [](https://docs.hetzner.com/general/others/new-billing-model#what-will-be-new-in-the-may-invoice) What will be new in the May invoice? By the time you get your May invoice, the transition period will be finished. The May invoice will show you the products that you used in April. For hourly-based products, you will see how many hours you used each product for April. If you have used the product for the entire month of April, you will see the normal monthly price. If you use the product for less than a month, and the hourly calculation is less than the monthly total, we will charge you the smaller hourly-based amount. For more details, please look at the section below [("Example invoices")](https://docs.hetzner.com/general/others/new-billing-model#example-invoices) . ### [](https://docs.hetzner.com/general/others/new-billing-model#why-didnt-i-get-an-invoice-yet-for-april) Why didn't I get an invoice yet for April? There may be a one-time delay in when we send you your April invoice. We apologize for that in advance and ask you for your understanding. Naturally, we will extend the time that you will have to pay your April invoice. In the months following April, we will send you invoices regularly and on time. ### [](https://docs.hetzner.com/general/others/new-billing-model#why-am-i-now-receiving-my-invoice-on-a-different-day-of-the-month) Why am I now receiving my invoice on a different day of the month? We want to provide you with better and quicker customer service in the future when you have billing questions. That's why we have decided to spread out the days of the month when we send out invoices to customers. You will always receive your invoice on the same day of the month. But this day will be different from customer to customer. This will allow our support team to answer billing questions more quickly. We sent you an email informing you about this change; it had the subject line "Changes to the billing model". We sent you this email between 29 February and 15 March. You can find a copy of this email [below](https://docs.hetzner.com/general/others/new-billing-model#email-from-hetzner) . You can find your new billing day by going to \[your account\]\[1\]. ### [](https://docs.hetzner.com/general/others/new-billing-model#example-invoices) Example invoices Example: You have two servers, Server A and Server B under the old billing model. Server A had a service period of 21 February to 20 March. Server B had a service period of 27 January to 26 February. In **February** you received, as usual, an invoice for both servers with their two different service periods: ![alt text](https://docs.hetzner.com/static/89789ecba094922b409ea2f170148fc6/77800/example-invoice-1-EN.png) In **March**, you will NOT see any products on the invoice that will have a service period that extends into April 2024. To be specific in this example, only Server B would appear on March's invoice because its service period does not fall into April. It only goes from 27 February to 26 March. Server A, on the other hand, has a service period that would extend into April. So it would NOT be calculated on the March 2024 invoice. That's why the invoice for this example for March would be smaller. ![alt text](https://docs.hetzner.com/static/b5273ad5ad121d8faebe4cb32be22ee9/3cd52/example-invoice-2-EN.png) Now let's imagine that you order another server, Server C, in March, and Hetzner gives you access to the server on 15 March. The **April** invoice will be the first retro-active invoice. It will include the service period of March for any products that have not already been calculated in March's invoice: ![alt text](https://docs.hetzner.com/static/d1c619b581d1ba278193c9350996ef44/3cd52/example-invoice-3-EN.png) * Server A for 21-31 March (previous invoice calculated in February) * Server B for 27-31 March (previous invoice calculated in March) * Server C for 15-31 March (new product; first invoice) The calculation for these invoices is based on hourly usage. Now let's imagine that you cancelled Server A and that cancellation takes effect on 31 March. To replace this server, you order a new one, Server D, which Hetzner gives you access to on 20 April. The invoice for **May** will include the service period from the previous month, April. So you would see the full service period for April listed for each server. Since you used Server B and Server C for the whole month, you would see the full monthly price there. And since you only used Server D for part of the month of April, you would see the calculation there based on hourly usage. ![alt text](https://docs.hetzner.com/static/d31a31bc0ad114919b14365313c9dd52/3cd52/example-invoice-4-EN.png) [](https://docs.hetzner.com/general/others/new-billing-model#questions-about-your-invoices-and-payments) Questions about your invoices and payments --------------------------------------------------------------------------------------------------------------------------------------------------- ### [](https://docs.hetzner.com/general/others/new-billing-model#can-i-change-the-date-that-hetzner-issues-my-invoice) Can I change the date that Hetzner issues my invoice? Unfortunately, no. For the foreseeable future, it will not be possible to change the date that we issue your invoice to you. We're sorry about that. ### [](https://docs.hetzner.com/general/others/new-billing-model#how-precisely-does-hetzner-calculate-the-hourly-billing) How precisely does Hetzner calculate the hourly billing? The beginning of the hourly billing starts as soon as the product becomes available to you. We always round up when calculating the hourly use. If you only use the product for a few minutes, we will charge you a full hour. If you use the product for close to a month, and the montly price is cheaper, we will always charge you the cheaper monthly price rather than a higher hourly price. ### [](https://docs.hetzner.com/general/others/new-billing-model#when-will-hetzner-charge-me-the-hourly-price) When will Hetzner charge me the hourly price? We will always use the hourly price when it saves you money, meaning when you have used a product for less than a month, and the total hourly price is less than the monthly price. ### [](https://docs.hetzner.com/general/others/new-billing-model#when-does-the-time-for-the-hourly-price-start) When does the time for the hourly price start? It starts when Hetzner makes the product you ordered available to you. This is true even for products that you use for just a short period of time. ### [](https://docs.hetzner.com/general/others/new-billing-model#can-i-pay-in-yearly-payment-periods) Can I pay in yearly payment periods? Unfortunately not. In the new system, we only allow monthly payments. However, you can make automated payments with two different payment options to help make it easier to make your payments. You can do automated payments using SEPA bank transfers or credit cards. Important note: It is not always possible to do automated payments. There may be some exceptions. ### [](https://docs.hetzner.com/general/others/new-billing-model#i-only-use-my-product-sometimes-will-i-pay-less) I only use my product sometimes. Will I pay less? The same thing is true for all products: as long as the resources are allocated to you, we will invoice you for them. So if you order a product, but you do not use it, we will still invoice you for it because the resources are assigned to you. This is also true if you turn off your server or if your server is idle. If you want to NOT pay for a product, you need to actively cancel it. (In this way, it is like our Cloud servers. Customers pay for Cloud servers until they actively delete them.) ### [](https://docs.hetzner.com/general/others/new-billing-model#email-from-hetzner) Email from Hetzner I don't have the email from Hetzner about the new billing structure at hand. What is changing? _On 1 March, we edited the information in the email that we had started to send out on 29 February. We hope that the newer version clears up some confusion._ Email: We would like to inform you today about upcoming changes to the billing model for our products. Starting in March 2024, we will invoice almost all of our products in a similar way to our Cloud products. If you only use our Cloud products, there are no relevant changes for you. ### [](https://docs.hetzner.com/general/others/new-billing-model#what-does-this-mean-for-you) What does this mean for you? Retro-actively based billing: The invoices for these products are based on the services we already provided to you. This means you always receive an invoice for the previous month. Precise, hour-based billing: When you use a product for a shorter time, the billing will be based on the precise usage time in hours. If you use the product for a longer time, the maximum price you will pay will be the monthly price. There are some exceptions: products with an annual fee (domains and SSL certificates) and licences. These products' invoices are based on the entire calendar month regardless of when during the month you order them. ### [](https://docs.hetzner.com/general/others/new-billing-model#what-is-important-during-the-changeover-in-march-and-april) What is important during the changeover in March and April? During the changeover, we will invoice you for products on a pro rata basis (based on the proportion of the month that you used them).This may result in different invoice amounts for March and April The changeover will happen automatically. You do not need to take further action. Your monthly price will not change. ### [](https://docs.hetzner.com/general/others/new-billing-model#what-is-important-after-the-changeover) What is important after the changeover? We want to be able to offer you even better customer service in the future. For that reason, we want to change the date of your invoice. Starting in April, your new permanent billing day will be the \[xx\] of the month. With this change, we hope to make our billing even more transparent and make our products more user friendly. \[1\]: [https://accounts.hetzner.com/invoice](https://accounts.hetzner.com/invoice) ###### Table of Contents * [Questions about billing changes between March and May 2024](https://docs.hetzner.com/general/others/new-billing-model#questions-about-billing-changes-between-march-and-may-2024) * [Questions about your invoices and payments](https://docs.hetzner.com/general/others/new-billing-model#questions-about-your-invoices-and-payments) --- # Peering Policy - Hetzner Docs Peering Policy ============== Last change on 2023-01-30 • Created on 2020-07-29 • ID: GE-AAA4B We operate data centers at various locations in Germany and at one location in Helsinki, and we are committed to providing our customers with optimal connectivity at all times. For this purpose, we utilise generously dimensioned data lines and high-performance routing equipment. To ensure smooth integration into other networks, we operate many private and public peerings to various network points. [](https://docs.hetzner.com/general/others/peering-policy#private-peerings) Private peerings: --------------------------------------------------------------------------------------------- Private peering is a sensible option for data exchange of more than 2 Gbit/s with another network on a regular basis. We offer private peerings in the following cities: * Nuremberg * Frankfurt * Amsterdam * Falkenstein Uplink options: * 10 Gbit/s * multiple 10 Gbit/s * 100 Gbit/s [](https://docs.hetzner.com/general/others/peering-policy#public-peerings) Public peerings: ------------------------------------------------------------------------------------------- Based on the 95/5 model, public peering is recommended for data exchange of less than 2 Gbit/s. We currently offer connections via the following public peering points: * DE-CIX * FICIX * AMS-IX * LINX * France-IX * Speed-IX * NL-IX * STH-IX * peering.cz * ECIX * Data-IX/Global-IX * N-IX * Netnod * VIX * NL-IX Our open peering policy is important to us at Hetzner. We are happy to exchange ideas and experiences with other data network operators using the abovementioned Internet Xchanges. If you have any peering questions, please send them to: [Peering](mailto:peering@hetzner.com) . [](https://docs.hetzner.com/general/others/peering-policy#ip-transit) IP transit: --------------------------------------------------------------------------------- For the remainder of our data exchange, we work with several large Tier 1 carriers (GTT, NTT, TATA Communications and Telia Carrier – Source: [https://as-rank.caida.org/](https://as-rank.caida.org/) ) as well as the Tier 2 carrier Core-Backbone, in order to reach all other destinations on the Internet with optimal performance. We continually monitor our peerings, uplinks, and Internet backbone connections; we also develop them further at an early stage in order to ensure good performance and bandwidth in various network segements at all times. As a result, any issues experienced within our own network or with our own connections are very rare. In the event of inadequate performance, however, this is usually due to the fact that the destination network does not have its own peering with us, so it may have insufficient free capacity to the IP-transit providers mentioned above. In this situation, we would be happy to establish direct peering with your network partner to optimize data exchange between our networks. You can encourage your carrier to contact us via [email](mailto:peering@hetzner.com)  about this. Unfortunately, some carriers consciously make peerings available on a restrictive basis and/or intentionally operate capacities to other network operators beyond capacity limits. (See: [1](https://www.welt.de/wirtschaft/article117963991/Bei-Europas-Telekom-Riesen-ist-die-EU-unpatriotisch.html)  [2](https://www.golem.de/news/level-3-sechs-grosse-internetprovider-bremsen-peering-absichtlich-aus-1405-106318.html) ) We distance ourselves from this unfair business practice and recommend that clients avoid carriers practising such business strategies. ###### Table of Contents * [Private peerings:](https://docs.hetzner.com/general/others/peering-policy#private-peerings) * [Public peerings:](https://docs.hetzner.com/general/others/peering-policy#public-peerings) * [IP transit:](https://docs.hetzner.com/general/others/peering-policy#ip-transit) --- # Order processing - Hetzner Docs Order processing ================ Last change on 2025-12-19 • Created on 2020-03-25 • ID: GE-0F3B3 [](https://docs.hetzner.com/general/others/order-processing#introduction) Introduction -------------------------------------------------------------------------------------- Here, you can find an overview for how long we currently need to finish orders. **(The last update was: 19 December 2025).** The estimates that we list on this page are only valid for new server orders beginning starting on the date of the last update. The times listed here are meant to be a rough guide. If you made an order before the last update listed here, the estimate that you see here may be different from the actual time you wait for your order. We update the wait times based on the current capacity to complete orders. We check and update these times once a week. Therefore, we recommend that you check this page regularly so that you always have the lastest information about the wait times. As always, we will work hard to complete your order as quickly as possible. [](https://docs.hetzner.com/general/others/order-processing#german-locations) German locations ---------------------------------------------------------------------------------------------- | Model | Estimated time | | --- | --- | | AX41-NVMe | usually within a few minutes | | AX42 | usually within a few minutes | | AX102 | usually within a few minutes | | AX162-R | usually within a few minutes | | AX162-S | usually within a few minutes | | DX153 (always customized) | usually within 2-3 workdays | | DX182 (always customized) | usually within 2-3 workdays | | DX293 (always customized) | usually within 2-3 workdays | | EX44 | usually within a few minutes | | EX63 | usually within a few minutes | | EX130-R | usually within a few minutes | | EX130-S | usually within a few minutes | | GEX44 | usually within a few minutes | | GEX131 | usually within 10-12 workdays | | RX170 | Product currently not available | | RX220 | Product currently not available | | SX65 | usually within 10-12 workdays | | SX135 | usually within 10-12 workdays | | SX295 | usually within a few minutes | | Server Auction (SB line) | usually within a few minutes | | Storage Box (BX line) | usually within a few minutes | | Customized\* | usually within 5-6 workdays | | GEX131 (customized) | usually within 10-12 workdays | | SX65 (customized) | usually within 10-12 workdays | | SX135 (customized) | usually within 10-12 workdays | | RX170 (customized) | Product currently not available | | RX220 (customized) | Product currently not available | [](https://docs.hetzner.com/general/others/order-processing#finnish-location) Finnish location ---------------------------------------------------------------------------------------------- | Model | Estimated time | | --- | --- | | AX41-NVMe | usually within a few minutes | | AX42 | usually within a few minutes | | AX102 | usually within a few minutes | | AX162-R | usually within a few minutes | | AX162-S | usually within a few minutes | | DX153 (always customized) | usually within 2-3 workdays | | DX182 (always customized) | usually within 2-3 workdays | | DX293 (always customized) | usually within 2-3 workdays | | EX44 | usually within 5-6 workdays | | EX63 | usually within a few minutes | | EX130-R | usually within a few minutes | | EX130-S | usually within a few minutes | | RX170 | Product currently not available | | RX220 | Product currently not available | | SX65 | usually within a few minutes | | SX135 | usually within a few minutes | | SX295 | usually within a few minutes | | Server Auction (SB line) | usually within a few minutes | | Storage Box (BX line) | usually within a few minutes | | Customized\* | usually within 5-6 workdays | | AX102 (customized) | usually within 5-6 workdays | | EX44 (customized) | usually within 5-6 workdays | | RX170 (customized) | Product currently not available | | RX220 (customized) | Product currently not available | [](https://docs.hetzner.com/general/others/order-processing#managed-products) Managed products ---------------------------------------------------------------------------------------------- | Model | Estimated time | | --- | --- | | Storage Share | usually within a few minutes | | Web hosting | usually within a few minutes | | Managed vServer (MC line) | usually within a few minutes | | Managed Server | usually within a few minutes | \* Unless we state it otherwise, the times we estimate here are meant for all customized server models. Customized servers are servers with additional hardware, such as additional drives, NIC, or USB sticks, etc. Custom orders also include any orders with special requests for server locations, or servers which are upgrades for existing servers. The above times do not apply to Custom Solutions organized by our [Custom Solutions](https://www.hetzner.com/custom-solutions) Team. If your wait time is much longer than the estimate listed here, please contact our team at [serverorderstatus@hetzner.com](mailto:serverorderstatus@hetzner.com) . ###### Table of Contents * [Introduction](https://docs.hetzner.com/general/others/order-processing#introduction) * [German locations](https://docs.hetzner.com/general/others/order-processing#german-locations) * [Finnish location](https://docs.hetzner.com/general/others/order-processing#finnish-location) * [Managed products](https://docs.hetzner.com/general/others/order-processing#managed-products) --- # Support Team opening hours - Hetzner Docs Support Team opening hours ========================== Last change on 2025-06-25 • Created on 2023-05-16 • ID: GE-9EC05 [](https://docs.hetzner.com/general/others/support-team-opening-hours#support-team-opening-hours-en) Support Team opening hours (EN) ==================================================================================================================================== We strive to create a positive work-life balance for our team. That is why many of our departments only provide support during regular office hours. Of course, within the data center parks, we always have staff on hand 24/7/365. General inquiries (includes questions about customer orders, billing, customer accounts, and our customer interfaces) * Monday - Friday, 8 AM - 6 PM, Central European Time Support that directly requires a technician from the data center (for example, a hard reset, attaching a KVM, replacing hardware, etc.) * 24/7/365 support If you are already a customer, usually the quickest and most effective way to get support is to write a support request using your account on Robot, Hetzner Console, konsoleH, or DNS Console. It is often easier to help you using the ticket system when the information that our Support Team needs to see is complex, for example, if you think you have a network issue and you need to send our team MTR reports. For more information on our Support Team, see [here](https://www.hetzner.com/support-center) . If you are not yet a customer, you can reach our Support Team [here](https://www.hetzner.com/support-form) . ###### Table of Contents * [Support Team opening hours (EN)](https://docs.hetzner.com/general/others/support-team-opening-hours#support-team-opening-hours-en) --- # Sustainability FAQs - Hetzner Docs Sustainability FAQs =================== Last change on 2025-01-15 • Created on 2025-01-15 • ID: GE-6F13D [](https://docs.hetzner.com/general/others/sustainability-faqs#is-hetzner-certified-in-accordance-to-an-energy-or-environmental-management-system) Is Hetzner certified in accordance to an energy or environmental management system? ====================================================================================================================================================================================================================================== We are not yet certified (according to EMAS, ISO50001 or ISO140001). We are working hard and are very motivated to become certified. As soon as we are certified, we will post our certificate here and on our website so you can download it. [](https://docs.hetzner.com/general/others/sustainability-faqs#is-hetzner-climate-neutral) Is Hetzner climate neutral? ====================================================================================================================== Hetzner is not yet completely climate neutral. Our electricity is sourced from 100% renewable energies – in Germany from hydropower. Compared to the German electricity mix, by doing this, we are able to reduce our CO2 emissions at our German locations by 77,000 tonnes of CO2 per year. We strive to maximize our efficiency along the entire value-added chain. Our data centers operate in an extremely energy-efficient manner with an average PUE (Power Usage Effectiveness) of 1.13. [](https://docs.hetzner.com/general/others/sustainability-faqs#how-much-electricity-does-my-server-consume) How much electricity does my server consume? ======================================================================================================================================================== You can view the power consumption of our various dedicated servers in watts on our website in the product matrix under "Power consumption". See [here](https://www.hetzner.com/dedicated-rootserver/matrix-rx/) , for example. [](https://docs.hetzner.com/general/others/sustainability-faqs#is-hetzner-subject-to-the-corporate-sustainability-reporting-directive-csrd) Is Hetzner subject to the Corporate Sustainability Reporting Directive (CSRD)? ========================================================================================================================================================================================================================== Yes, we are pleased to announce that we will be able to present you with a sustainability report for the financial year 2025. The report will follow the European Sustainability Reporting Standard (ESRS) and will cover all key areas of sustainability. See also our [sustainability page.](https://www.hetzner.com/unternehmen/nachhaltigkeit/) ###### Table of Contents * [Is Hetzner certified in accordance to an energy or environmental management system?](https://docs.hetzner.com/general/others/sustainability-faqs#is-hetzner-certified-in-accordance-to-an-energy-or-environmental-management-system) * [Is Hetzner climate neutral?](https://docs.hetzner.com/general/others/sustainability-faqs#is-hetzner-climate-neutral) * [How much electricity does my server consume?](https://docs.hetzner.com/general/others/sustainability-faqs#how-much-electricity-does-my-server-consume) * [Is Hetzner subject to the Corporate Sustainability Reporting Directive (CSRD)?](https://docs.hetzner.com/general/others/sustainability-faqs#is-hetzner-subject-to-the-corporate-sustainability-reporting-directive-csrd) --- # Technical and Organizational Measures - Hetzner Docs Technical and Organizational Measures ===================================== Last change on 2025-12-03 • Created on 2025-02-19 • ID: GE-0A24B These measures are also mentioned in Appendix 2 of our [Data Protection Agreement (DPA)](https://www.hetzner.com/AV/DPA_en.pdf) and [here](https://www.hetzner.com/AV/TOM_en.pdf) . The Technical and Organizational Measures (TOMs) are in place to make sure that there is an appropriate level of protection for personal data, and more specifically, to protect the rights and freedoms for data subjects. Below, you will find detailed information about Hetzner’s TOMs. **For the next few sections of this article, the following is true:** * **Dedicated servers/Cloud Servers**: You/the Client are completely responsible for the management, maintenance and security of the server. * **Managed products**: For these products, we at Hetzner take responsibility for the maintenance, administration, and security of your systems. [](https://docs.hetzner.com/general/others/technical-and-organizational-measures#physical-access-control) Physical access control --------------------------------------------------------------------------------------------------------------------------------- Physical access control defines who has physical access to a site, building, or room. | Measures | Data centers | Admin buildings | | --- | --- | --- | | Electronic physical entry control system with log | ✓ | ✓ | | Documented distribution of access medium | ✓ | ✓ | | Comprehensive video monitoring | ✓ | ✓ | | Policies about how to handle visitors | ✓ | ✓ | | High security perimeter fencing (with anti-climbing and anti-tunneling protection) around the entire data center park | ✓ | NA | | Separate colocation area with lock-able racks and physical access control for enclosed cages | ✓ | NA | ### [](https://docs.hetzner.com/general/others/technical-and-organizational-measures#toms-details---physical-access-control) TOMs details - Physical access control **Electronic physical entry control system with log:** We strictly limit access to our data center parks, the data centers themselves, all other facilities and any administrative buildings . It is only possible to enter them via our access control system, which logs all access information. **Documented distribution of access medium:** We issue access media such as keys only to authorized employees, subcontractors, and colocation customers. There is documentation for every time we give one of these people access media to ensure complete traceability. We centrally manage and regularly review the distribution of said media and the which above people have access rights to them. Colocation customers are responsible for managing and checking their own access media. **Comprehensive video monitoring:** We continuously video monitor all relevant areas of our operations, including our high security perimeter fencing, access roads, entrances and exits, security airlocks, and server rooms. All movements are recorded and documented. We store and delete the video footage in accordance with our GDPR compliant deletion plan. In addition, we record images for all access attempts for our colocation customers (including entrances and exits and security airlocks). We log the images and relevant timestamps on our administration interface. The customer can also view these images. **Policies about how to handle visitors:** We have written policies for how we handle external visitors. This guideline defines clear rules for how visitors should register for their visit, and get their visit authorized by us, about being escorted by our teammates during their visit, what kind of ID they may need for their visit, and what happens at the end of their visit. We familiarize first-time colocation visitors with these guidelines and any others relevant to them as part of their first visit. **High security perimeter fencing (with anti-climbing and anti-tunneling protection) around the entire data center park:** All of our data center parks have high security perimeter fencing, which includes additional features to prevent intruders from climbing over or digging under the fencing. **Separate colocation area with lock-able racks:** The colocation area is physically separated from our internal areas. Colocation customers can lock their colocation racks. [](https://docs.hetzner.com/general/others/technical-and-organizational-measures#electronic-access-control) Electronic access control ------------------------------------------------------------------------------------------------------------------------------------- The electronic access control defines who is allowed to log on to a system so that only authorized people have access to it. ### [](https://docs.hetzner.com/general/others/technical-and-organizational-measures#unmanaged-products) Unmanaged products | Measures | Colocation | Dedicated servers | Cloud servers | Storage Boxes | Object Storage | | --- | --- | --- | --- | --- | --- | | Individual customer accounts with numerous management options and access to the administration interface | ✓ | ✓ | ✓ | ✓ | ✓ | | Traceable access logs and change logs for customer accounts | ✓ | ✓ | ✓ | ✓ | ✓ | | Required passwords for customer accounts with defined minimum requirements | ✓ | ✓ | ✓ | ✓ | ✓ | | Option for two factor authentication (2FA) for customer account | ✓ | ✓ | ✓ | ✓ | ✓ | | Client has exclusive access to server | ✓ | ✓ | ✓ | NA | NA | | Only authorized Hetzner employees have access, within the scope of the agreed service; via multi-level authentication and cryptographic protection. Access done for tasks ranging from infrastructure maintenance to complete server management depending on product. | NA | NA | NA | ✓ | NA | | Individually configured firewall | NA | ✓ | ✓ | NA
(see next line) | ✓ | | Hetzner-managed firewall with 24/7 monitoring | NA | NA
(see prev. line) | NA
(see prev. line) | ✓ | NA
(see next line) | | Virus scanner / Security tests | Client’s responsibility | ✓ | ✓ | rootkit tests | X | | (Additional) measures are the responsibility of the Client | ✓ | ✓ | ✓ | NA | ✓ | ### [](https://docs.hetzner.com/general/others/technical-and-organizational-measures#managed-products) Managed products | Measures | Managed servers | Web hosting | Storage Shares | | --- | --- | --- | --- | | Individual customer accounts with numerous management options and access to the administration interface | ✓ | ✓ | ✓ | | Traceable access logs and change logs for customer accounts | ✓ | ✓ | ✓ | | Required passwords for customer accounts with defined minimum requirements | ✓ | ✓ | ✓ | | Option for two factor authentication (2FA) for customer account | ✓ | ✓ | ✓ | | Client has exclusive access to server | NA | NA | NA | | Only authorized Hetzner employees have access, within the scope of the agreed service; via multi-level authentication and cryptographic protection. Access done for tasks ranging from infrastructure maintenance to complete server management depending on product. | ✓ | ✓ | ✓ | | Individually configured firewall | NA
(see next line) | NA
(see next line) | NA
(see next line) | | Hetzner-managed firewall with 24/7 monitoring | ✓ | ✓ | ✓ | | Virus scanner / Security tests | Client’s responsibility | ✓ | ✓ | | (Additional) measures are the responsibility of the Client | NA | NA | NA | ### [](https://docs.hetzner.com/general/others/technical-and-organizational-measures#toms-details---electronic-access-control) TOMs details - Electronic access control **Individual customer accounts with numerous management options and access to the administration interface:** Our [customer account panel](https://accounts.hetzner.com/) is available to you so that you can manage your customer data. You can use this panel to, for example, change your postal address or to generate a one-time password (OTP) so you can verify your identification if you need telephone support. All data transferred to and from the interface is encrypted. You can also use [https://accounts.hetzner.com](https://accounts.hetzner.com/) to access the administration interfaces for any products you have with us. **Traceable access logs and change logs for customer accounts:** Our log system saves logins and administrative changes within the customer account. We store and save these in accordance with our company deletion plan and in compliance with the GDPR. **Required passwords for customer accounts with defined minimum requirements:** You as a customer must set a password when you create a customer account with us, and must follow the security guidelines we have defined for that password. You can change your password at any time on the administration interface. **Option for two factor authentication (2FA) for customer account:** You can activate two factor authentication on your account at any time so that you can better protect it. **Client has exclusive access to server:** Dedicated servers & Cloud servers: Only the Client provides access to the server. In this way, the Client is also responsible for managing and implementing access control measures. With our dedicated and cloud servers, you as the customer have the option of logging into your server via SSH from any location and, for example, doing maintenance work yourself on the server using the operation system that is installed on the server. Hetzner does not “see” or influence which applications or operations that you have set up on your server. The exception to this are applications or operations that we prohibit in our customer Terms and conditions. Our log system stores all relevant access and administration processes, this data is stored and deleted in accordance with our GDPR compliant deletion plan. We give you a first-time access password when we commission your server. Once we send you this password, we ask you to change it immediately to make it a unique and secure password. We do not know your new password. **Only authorized Hetzner employees have access within the scope of the agreed service via multi-level authentication and cryptographic protection:** (from pure infrastructure maintenance to complete server management, depending on the product) We strictly limit access to the servers only to authorized employees, and they may only access the servers within the scope of the agreed services. Access to servers takes place exclusively via a multi-level authentication process and is secured by cryptographic protection mechanisms. The type and scope of access varies depending on the product: Managed servers: For managed servers, employees get root access only to perform maintenance work and customer support. Web hosting: Employees only get access for to do platform and infrastructure maintenance; they do not access data or content that the customer has stored. Storage Boxes and Storage Shares: Employees only get access for to do platform and infrastructure maintenance; they do not access data or content that the customer has stored. But there is an exception, and that is if the customer gives the employees access in a support request. **Individually configured firewall:** Dedicated servers: We provide a stateless firewall for our dedicated servers; it is configured on the switch port. You as the customer can define your own filter rules for incoming and outgoing traffic. Cloud servers: We provide a stateful firewall for our Cloud servers. You as the customer can also define your own filter rules here for incoming and outgoing traffic. Object Storage: You as the customer can create access control lists (ACLs) that allow you to individually control access to a Bucket a IP level and to restrict or block access to it if necessary. **Hetzner-managed firewall with 24/7 monitoring:** Managed servers, web hosting, Storage Shares, & Storage Boxes: We will take care of security for these products, including the configuration and maintenance of the firewall for them. Our team of system administrators monitor these products 24/7. **Virus scanner / Security tests:** Managed servers & web hosting: We use a centrally managed virus scanner solution for our managed servers and web hosting products. This allows us to simplify and standardize the management for all clients and security threads and to detect and mitigate any potential threats as quickly as possible. Storage Shares & Storage Boxes: We perform rootkit checks for our Storage Boxes and Storage Shares. These checks check for any hidden malware (rootkits) in the system. [](https://docs.hetzner.com/general/others/technical-and-organizational-measures#internal-access-control) Internal access control --------------------------------------------------------------------------------------------------------------------------------- Internal access control defines which authorizations people have within a system. It defines what a user may see, change, or execute after accessing a system. ### [](https://docs.hetzner.com/general/others/technical-and-organizational-measures#unmanaged-products-1) Unmanaged products | Measures | Colocation | Dedicated servers | Cloud servers | Storage Boxes | Object Storage | | --- | --- | --- | --- | --- | --- | | Regular updates | Client's responsibility | Client's responsibility | ✓
For the underlying cloud infrastructure | ✓ | ✓ | | Audit-proof, binding authorization procedure based on a roll and authorization policy | Client's responsibility | Client's responsibility | ✓
The cloud infrastructure is accessed | ✓ | ✓ | | Maintaining, securing, and updating transferred data/software | Client's responsibility | Client's responsibility | Client's responsibility | Client's responsibility | Client's responsibility | | (Additional) measures are the responsibility of the Client | ✓ | ✓ | ✓
Regarding access to cloud servers | NA | NA | ### [](https://docs.hetzner.com/general/others/technical-and-organizational-measures#managed-products-1) Managed products | Measures | Managed servers | Web hosting | Storage Shares | | --- | --- | --- | --- | | Regular updates | ✓ | ✓ | ✓ | | Audit-proof, binding authorization procedure based on a roll and authorization policy | ✓ | ✓ | ✓ | | Maintaining, securing, and updating transferred data/software | Client's responsibility | Client's responsibility | Client's responsibility | ### [](https://docs.hetzner.com/general/others/technical-and-organizational-measures#toms-details--internal-access-control) TOMs details – Internal access control **Regular updates:** Cloud servers: We perform routine security updates on the underlying cloud infrastructure so we can find and remove potential security vulnerabilities that bad actors may try to exploit. Managed servers, web hosting, Storage Shares, Storage Boxes, Object Storage, & internal admin systems: We perform routine security updates on these systems so we can find and remove potential security vulnerabilities that bad actors may try to exploit. **Audit-proof, binding authorization procedure based on a roll and authorization policy:** Cloud servers: Our employees gain access to the cloud infrastructure based on a defined approval process based on their our documented roles and rights plan. The access authorizations are checked regularly and are only granted for the required period of time. Every time that access rights are granted, changed, or revoked, it is documented in a complete and traceable manner. Managed servers, web hosting, Storage Shares, Storage Boxes, Object Storage, & internal admin systems: Our employees gain access to these systems based on a defined approval process based on their our documented roles and rights plan. The access authorizations are checked regularly and are only granted for the required period of time. Every time that access rights are granted, changed, or revoked, it is documented in a complete and traceable manner. [](https://docs.hetzner.com/general/others/technical-and-organizational-measures#transfer-control) Transfer control ------------------------------------------------------------------------------------------------------------------- Transfer control includes measures and procedures that makes sure that the use, access, and transport of physical data storage mediums are monitored and protected against unauthorized access. ### [](https://docs.hetzner.com/general/others/technical-and-organizational-measures#unmanaged-products-2) Unmanaged products | Measures | Colocation | Dedicated servers | Cloud servers | Storage Boxes | Object Storage | | --- | --- | --- | --- | --- | --- | | Defined process for deleting data from storage drives after contract is complete; implemented differently depending on product type | Client’s responsibility | ✓ | ✓ | ✓ | ✓ | | Storage drives are physically destroyed if data cannot be successfully erased | Client’s responsibility | ✓ | ✓ | ✓ | ✓ | ### [](https://docs.hetzner.com/general/others/technical-and-organizational-measures#managed-products-2) Managed products | Measures | Managed servers | Web hosting | Storage Shares | Internal admin systems | | --- | --- | --- | --- | --- | | Defined process for deleting data from storage drives after contract is complete; implemented differently depending on product type | ✓ | ✓ | ✓ | ✓ | | Storage drives are physically destroyed if data cannot be successfully erased | ✓ | ✓ | ✓ | ✓ | ### [](https://docs.hetzner.com/general/others/technical-and-organizational-measures#toms-details--transfer-control) TOMs details – Transfer control **Defined process for deleting data from storage drives after contract is complete:** (Implemented differently depending on product type) Depending on which product of ours you have purchased, we use several different automated deletion processes. After we have made sure that data has been completely deleted from the storage device, we re-use the storage device. Dedicated servers: With our dedicated servers, we perform a residual free deletion using a hardware supported deletion method. Cloud servers: With our Cloud servers, our system deletes the image as soon as you delete the cloud server. Depending on how long you used the product, we delay the ultimate deletion up to 48 hours in order to prevent any accidental deletion or data loss. After this period has passed, the image ultimately deleted using a hardware supported deletion method. Each customer is assigned their own unique image. Therefore, it is not possible to for other customers to restore your data. Managed servers: Depending on which product you have purchased, we operate your managed server using underlying infrastructure based on our dedicated servers or on our Cloud environment. The deletion method, therefore, depends on what kind of underlying infrastructure your managed server runs on. (See the above information on Dedicated servers & Cloud servers.) Web hosting: For our web hosting packages, we deleted your data 30 days after you cancel the domain. Storage Shares & Storage Boxes: Storage Shares and Storage Boxes use their own ZFS dataset, which is erased when the instance is deleted. The freed-up storage space is then re-used in ZFS, and is overwritten with new data over time. Customers do not have access to the block level, so it is not possible to retrieve deleted blocks. After you cancel a Storage Box, we wait 24 hours before ultimately deleting them. Storage Shares are different. When you delete a Storage Share, we keep them in a deactivated state for 30 days. After this period runs out, the relevant ZFS dataset and database are ultimately deleted. After that, it is not possible to restore them. Object Storage: Our system stores the data on a Ceph-based distributed system. This distributed storage system distributes the data redundantly across several physical drives and nodes. When data is deleted, this happens using the Ceph cluster, which ensures that the data is removed from all storage nodes. After the data deletion process has started, the data blocks are overwritten by the distributed system or erased from the cluster. Because this system is based on distributed architecture, the data deletion process is asynchronous, but consistent, across all storage nodes. **Storage drives are physically destroyed if data cannot be successfully erased:** If, when we review the wipe process, it becomes clear that we cannot guarantee that the data has been completely erased, we physically destroy the affected hardware at our data center in Falkenstein, Germany. When we transport the affected drives to Falkenstein, we store them in secure transportation containers. We destroy hardware based on standards defined by ISO/IEC 21964. The shredders that we use meet protection class 2 and correspond to security level H4 for hard disks and E3 for electronic media. [](https://docs.hetzner.com/general/others/technical-and-organizational-measures#isolation-control) Isolation control --------------------------------------------------------------------------------------------------------------------- Measures for isolation control make sure that data for each different customer or application within a system are separated from each other when they are processed and stored. ### [](https://docs.hetzner.com/general/others/technical-and-organizational-measures#unmanaged-products-3) Unmanaged products | Measures | Colocation | Dedicated servers | Cloud servers | Storage Boxes | Object Storage | | --- | --- | --- | --- | --- | --- | | Physical or logical separation of data | Client’s responsibility | Client's responsibility | ✓ | ✓ | ✓ | | Physical or logical separation of backup data | Client’s responsibility | Client's responsibility | ✓ | ✓ | NA | | (Additional) measures are the responsibility of the Client | ✓ | ✓ | ✓ | NA | NA | ### [](https://docs.hetzner.com/general/others/technical-and-organizational-measures#managed-products-3) Managed products | Measures | Managed servers | Web hosting | Storage Shares | Internal admin systems | | --- | --- | --- | --- | --- | | Physical or logical separation of data | ✓ | ✓ | ✓ | ✓ | | Physical or logical separation of backup data | ✓ | ✓ | ✓ | ✓ | | (Additional) measures are the responsibility of the Client | NA | NA | NA | NA | ### [](https://docs.hetzner.com/general/others/technical-and-organizational-measures#toms-details--isolation-control) TOMs details – Isolation control **Physical or logical separation of data:** Cloud servers, web hosting, Storage Shares, Storage Boxes, Object Storage, internal admin systems: We store the data for these systems either physically (on separate data storage devices) or logically (using permissions systems and virtualization) and is separated from other data. This measure ensures that your data remains isolated and that no unauthorized access occurs and that your data does not get mixed with other data. **Physical and logical separation of backup data:** Cloud servers, web hosting, Storage Shares, Storage Boxes, internal admin systems: With these systems, we also ensure strict separation when storing the data. We save backups on logically and/or physically separate systems. [](https://docs.hetzner.com/general/others/technical-and-organizational-measures#pseudonymization) Pseudonymization ------------------------------------------------------------------------------------------------------------------- | Measures | Colocation | Dedicated servers | Cloud servers | Managed servers | Web hosting | Storage Shares | Storage Boxes | Object Storage | | --- | --- | --- | --- | --- | --- | --- | --- | --- | | Only the Client can access the server | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | [](https://docs.hetzner.com/general/others/technical-and-organizational-measures#confidentiality) Confidentiality ----------------------------------------------------------------------------------------------------------------- Confidentiality measures make sure that personal data is protected from unauthorized access or disclosure while it is being processed and stored. | Measure | General | Depends on product | | --- | --- | --- | | Hetzner employees sign an agreement before they begin doing any work with personal data and promise to comply with data protection regulations. | ✓ | X | | Hetzner employees regularly get training to raise awareness for and knowledge about data protection and information security. | ✓ | X | | Encryption options for data transfers | X | ✓ | ### [](https://docs.hetzner.com/general/others/technical-and-organizational-measures#toms-details--confidentiality) TOMs details – Confidentiality **Hetzner employees sign an agreement before they begin doing any work with personal data and promise to comply with data protection regulations.** All Hetzner employees are instructed that they may only process the Client’s personal data in accordance with the Client’s instructions. Before they begin working with customers’ personal data, they sign an agreement in which they promise to handle personal data in compliance with data protection regulations. **Hetzner employees regularly get training to raise awareness for and knowledge about data protection and information security.** We teach our employees about data protection requirements before thy start working with customers’ personal data. In addition, all employees receive further and regular training courses so they are continuously aware about their responsibilities regarding data protection and data security. This training includes information about the Client’s right to issue instructions about their personal data. **Encryption options for data transfers:** Hetzner provides its customers with several encryption options for data transfers, which can change depending on the product. We specify which encryption options are available for each product in the service descriptions for the main contract. [](https://docs.hetzner.com/general/others/technical-and-organizational-measures#integrity) Integrity ----------------------------------------------------------------------------------------------------- Data integrity measures make sure that data and systems remain complete, uncorrupted, and correct while they are being stored or transferred. ### [](https://docs.hetzner.com/general/others/technical-and-organizational-measures#unmanaged-products-4) Unmanaged products | Measures | Colocation | Dedicated servers | Cloud servers | Storage Boxes | Object Storage | | --- | --- | --- | --- | --- | --- | | Changes to data are logged | Client’s responsibility | Client's responsibility | Client's responsibility | ✓ | ✓ | | The Client is responsible for entering and processing data | ✓ | ✓ | ✓ | | ✓ | | (Additional) measures are the responsibility of the Client | ✓ | ✓ | ✓ | ✓ | ✓ | ### [](https://docs.hetzner.com/general/others/technical-and-organizational-measures#managed-products-4) Managed products | Measures | Managed servers | Web hosting | Storage Shares | Internal admin systems | | --- | --- | --- | --- | --- | | Changes to data are logged | ✓ | ✓ | ✓ | ✓ | | The Client is responsible for entering and processing data | ✓ | ✓ | ✓ | ✓
The Client can edit their data themselves using their customer account | | (Additional) measures are the responsibility of the Client | ✓ | ✓ | ✓ | NA | ### [](https://docs.hetzner.com/general/others/technical-and-organizational-measures#toms-details--integrity) TOMs details – Integrity **Changes to data are logged:** Managed servers, web hosting, Storage Shares, Storage Boxes, internal admin systems: We log any changes to saved data with a time stamp in our file system. Object Storage: We log any changes to saved data with a time stamp in our file system, or we indicate it using meta data related for objects. **The Client is responsible for entering and processing data:** Managed server, web hosting, Storage Shares, Storage Boxes, Object Storage, internal admin systems: You as the customer are solely responsible for entering and editing your data. This includes not only data saved on the servers but also any data that you have entered on your customer account. [](https://docs.hetzner.com/general/others/technical-and-organizational-measures#availability-and-resilience) Availability and resilience ----------------------------------------------------------------------------------------------------------------------------------------- Availability measures focus on keeping the systems in continued working order. Resilience measures make sure that the data remains available even under exceptional circumstances. ### [](https://docs.hetzner.com/general/others/technical-and-organizational-measures#unmanaged-products-5) Unmanaged products | Measures | Colocation | Dedicated servers | Cloud servers | Storage Boxes | Object Storage | | --- | --- | --- | --- | --- | --- | | 24/7 technical support directly in data center | NA | ✓ | ✓ | ✓ | ✓ | | Uninterruptible power supply using redundant UPSs and emergency power supply system | ✓ | ✓ | ✓ | ✓ | ✓ | | Redundant and highly available network infrastructure | ✓ | ✓ | ✓ | ✓ | ✓ | | Site-wide early warning fire system; direct connection to the local fire and rescue coordination center | ✓ | ✓ | ✓ | ✓ | ✓ | | Dynamic fire protection measures | ✓ | ✓ | ✓ | ✓ | ✓ | | Regular training for emergencies and fire protection | ✓ | ✓ | ✓ | ✓ | ✓ | | Redundant and energy-efficient cooling using direct free cooling and climate controls | ✓ | ✓ | ✓ | ✓ | ✓ | | Cold-aisle containment | ✓ | ✓ | ✓ | ✓ | ✓ | | Continuous monitoring of air temperature in server rooms and distribution cabinets | ✓ | ✓ | ✓ | ✓ | ✓ | | Continuously active DDoS recognition | ✓ | ✓ | ✓ | ✓ | ✓ | | Backup and recovery plan | Client’s responsibility | Client’s responsibility | ✓
depends on purchased services | Snapshots
depending on purchased services | Redundant storage within the cluster system | | Disk mirroring | Client’s responsibility | Client’s responsibility | Client’s responsibility | ✓ | ✓ | | Monitoring | Client’s responsibility | Client’s responsibility | Client’s responsibility | ✓ | ✓ | | Escalation process for faults and emergencies | See product description | See product description | See product description | See product description | See product description | | Use of software firewall and port management | Client’s responsibility | Client’s responsibility | Client’s responsibility | ✓ | ✓ | ### [](https://docs.hetzner.com/general/others/technical-and-organizational-measures#managed-products-5) Managed products | Measures | Managed servers | Web hosting | Storage Shares | Internal admin systems | | --- | --- | --- | --- | --- | | 24/7 technical support directly in data center | ✓ | ✓ | ✓ | ✓ | | Uninterruptible power supply using redundant UPSs and emergency power supply system | ✓ | ✓ | ✓ | ✓ | | Redundant and highly available network infrastructure | ✓ | ✓ | ✓ | ✓ | | Site-wide early warning fire system; direct connection to the local fire and rescue coordination center | ✓ | ✓ | ✓ | ✓ | | Dynamic fire protection measures | ✓ | ✓ | ✓ | ✓ | | Regular training for emergencies and fire protection | ✓ | ✓ | ✓ | ✓ | | Cold-aisle containment | ✓ | ✓ | ✓ | ✓ | | Continuous monitoring of air temperature in server rooms and distribution cabinets | ✓ | ✓ | ✓ | ✓ | | Continuous active DDoS recognition | ✓ | ✓ | ✓ | ✓ | | Backup and recovery plan | ✓
partially depends on purchased services | Possible to restore specific files | RAID-based storage backend | ✓
daily backups of all relevant data | | Disk mirroring | ✓ | ✓ | ✓ | ✓
with all relevant servers | | Monitoring | ✓ | ✓ | ✓ | ✓
with all relevant servers | | Escalation process for faults and emergencies | See product description | See product description | See product description | See product description | | Use of software firewall and port management | ✓ | ✓ | ✓ | ✓ | ### [](https://docs.hetzner.com/general/others/technical-and-organizational-measures#toms-details--availability-and-resilience) TOMs details – Availability and resilience **24/7 technical support directly in data center:** We man our data centers 24/7/365 with our own technical support employees. This allows us to provide quick on-site assistance, for example, when we replace hardware or connect KVM consoles. For more complex issues, our specialized departments are available during regular business hours. **Uninterruptible power supply using redundant UPS and emergency power supply system:** Our uninterruptible power supply (UPS) guarantees that we have a constant, uninterrupted power supply, even if there is a power outage. The UPS system provides power for a temporary period of time until the regular power supply is restored, or until our emergency power supply system becomes active. The UPS system are set up in a redundant manner and two separate and parallel streams of power. In addition, our UPS system is connected to a battery supply which can power the data center’s operations for approximately 15 minutes. The emergency power supply provides longer-term power if there is an outage. This system is powered using diesel generators. They allow our data centers to continue to operate autonomously during longer power outages. Every data center building has its own emergency power supply. Each row of data center buildings has a central main tank which supply the separate emergency power supply tanks with fuel. Our staff regularly checks that the tank is full and will refill it if needed. **Redundant and highly available network infrastructure:** Hetzner's network consists of several interconnected and redundant connections between the company's own data center locations and external POP locations. Within the data center, core routers connect the access routers, which in turn terminate the customer servers. The connection to the Internet is made via peering points, transit and private peerings (total capacity 20,780 Gbit/s). A current and detailed overview of the peering points, transit and private peerings is available on our [website](https://www.hetzner.com/unternehmen/rechenzentrum/) . This network infrastructure creates a highly available N-to-M link between the network nodes and the customers’ servers. We use the network hardware required to operate our systems both in our own data centers and at external POP and repeater locations. **Site-wide early warning fire system; direct connection to the local fire and rescue coordination center:** We have equipped all of our data centers with an early warning fire system which consists of a system of aspirating smoke detectors. Our early warning fire system is in direct connection to local fire and rescue coordination center. And the system is connected to our internal monitoring system, which is responsible for detecting disruptions and triggering internal alarms. In addition, each data center has CO₂ hand-held fire extinguishers and mobile CO₂ extinguishers available and clearly marked so that we can react quickly and effectively in an emergency. **Dynamic fire protection measures:** Fireproof doors separate all parts of our data center parks that are designated fire protection areas. If something triggers our smoke detector systems, the fire proof doors will automatically close to prevent the any possible fire from spreading to another section of the data center. To prevent a possible fire from jumping or leap-frogging from one data center building unit to another, there is a physical gap separating the buildings. In addition, transformers, medium-voltage stations and battery rooms are also isolated using firewalls and fire proof doors. If our system is triggered by a possible incident, ventilation ducts and cable ducts in the fire protection walls are protected with special barriers and self-closing fire dampers. The dynamic nature of our fire protection plan allows us to make structural changes that we can incorporate into our fire protection measures without any constraints. **Regular training for emergencies and fire protection:** Our designated and trained fire protection officers and helpers have regular contact with the local fire fighters and participate in routine training and emergency drills. **Redundant and energy-efficient cooling using direct free cooling and climate controls:** We use an environmentally friendly method of cooling our data centers, direct free cooling. This system uses the outside air to temper the data centers and to greatly minimize our energy consumption. This system’s N+2 redundancy ensures that our additional cooling units are operational and ready to use so that we can ensure that the servers remain cool even if there is a fault. Our raised floors are higher than average and therefore have a greater capacity for circulating air and optimizing the temperature. These raised floors allow us to efficiently direct and distribute the cooled air and to move warmer air away from the servers. **Cold-aisle containment:** Our cold-aisle containment system prevents cold air from mixing with warm air by clearly targeting the direction of the cold air current onto the IT components that need cooling. This increases the efficiency of our cooling systems and minimizes energy consumption. **Continuous monitoring of air temperature in server rooms and distribution cabinets:** We constantly and closely monitor the room temperature in the data centers as well as the temperature of the servers and distribution cabinets. The system can detect deviations in temperature in real time, allowing us to quickly take action if something becomes overheated. By monitoring our infrastructure so closely, we help to safeguard its stability and accessibility. **Continuously active DDoS recognition:** Our continuously active DDoS recognition system constantly analyzes traffic and recognizes attacks early. It automatically filters out malicious traffic before it reaches its target in the system. Our anti-DDoS system is based on powerful hardware and sophisticated and complex filtering technology. **Backup and recovery plan:** Cloud servers: As soon as you book a Backup on Hetzner Console, our system makes automated daily backups of the virtual hard drive included in your cloud server package. You have access to the daily backups for seven days after they are made. Managed Server: We make automated daily backups of your data with our managed servers. You have access to the daily backups for 14 days after they are made. Important note: For older managed server models, it might be necessary to have a backup-addon. Please contact our support team for additional information. Web hosting: We make daily backups of the data on your web hosting account. Depending on what kind of web hosting package you have, you can access your backups for up to 14 days after they are made. Storage Shares: We make an automated backup of the data on your Storage Shares several times each day in the form of a snapshot. Then, we save the database in the Storage Share's file system, and the snapshot is included in that. To ensure the data's availability and resilience, we transfer the snapshot to a separate sever. You have access to the snapshots for seven days after they are made. Important note: We recommend that you perform a separate backup of your Storage Shares in addition to this. Storage Box: Our Storage Boxes include a snapshot feature that you as the customer can use on your own. The larger your Storage Box is, the more snapshots you have access to. Important note: Snapshots are not complete backups. We recommend that you perform a separate backup of your Storage Boxes in addition to this. Object Storage: You can save your data in several locations by selecting multiple locations on your own. By doing this, you will create a copy of your S3-Buckets in a different data center. Important note: Is this not a complete backup. We recommend that you perform a separate backup of your S3-Buckets in addition to this. Internal admin systems: We perform daily automated backups of all relevant data to ensure that it is possible to quickly and reliably restore data in the event of data loss or a system fault. We regularly test our backup and recovery plan to make sure we can effectively and completely restore the data. **Disk mirroring:** Cloud servers, managed servers, web hosting, Storage Shares, Storage Boxes, internal admin systems: We have configured our servers with different types of disk mirroring. We use hard drive mirroring with RAID 1, but also use RAID 5, 6, or 10 depending on the usage. Each of these RAID levels can handle at least one disk failure. For more specialized use cases, we use disk mirroring across servers in a cluster setup. This not only prevents data loss, but also increases data uptime. Object Storage: The Ceph storage system uses distributed data replication to create a high level of fault tolerance and data accessibility. Using Ceph, the data is saved redundantly on several servers. **Monitoring:** Managed servers, web hosting, Storage Shares, Storage Boxes, Object Storage: We continuously monitor all of our servers for these systems to ensure that they are operating smoothly. Our monitoring system can detect anomalies in real time and triggers warnings that go to our support team, who can then immediately take action to solve the problem. Our monitoring system makes certain that the data on these systems is highly available and stable. Internal admin systems: We continuously monitor all relevant servers to ensure that they are operating smoothly. Our monitoring system can detect anomalies in real time and triggers warnings that go to our support team, who can then immediately take action to solve the problem. Our monitoring system makes certain that the data on these systems is highly available and stable. **Use of software firewall and port management:** Managed servers, web hosting, Storage Shares, Storage Boxes, Object Storage: Using our software firewall, we monitor and filter the traffic for these systems based on internally defined rules. In additional we managed the port rules for these systems’ to minimize the use of their network ports as much as possible. Managed servers, web hosting, Storage Shares, Object Storage: We implement a combination of several security solutions to provide an additional level of protection to our infrastructure from common threats. Depending on the product, these include: • Virus scanners that recognize and mitigate malicious software • Firewalls to prevent authorized access attempts, • Encryption programs to safeguard sensitive data, • . Spam filters that block unwanted or potentially malicious emails. [](https://docs.hetzner.com/general/others/technical-and-organizational-measures#procedures-for-regular-testing-assessment-and-evaluation) Procedures for regular testing, assessment, and evaluation ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Regularly testing, assessing, and evaluating the data protection and security standards ensures that the measures stay in compliance with regulations and improve over time. | Measure | General | Depends on product | | --- | --- | --- | | Data protection information security management system (DIMS) | ✓ | X | | Incident response management | ✓ | X | | Data-protection-friendly default settings (privacy by default) | ✓ | X | | Employment of a data protection and information security officer who is integrated into the operational processes | ✓ | X | ### [](https://docs.hetzner.com/general/others/technical-and-organizational-measures#toms-details--procedures-for-regular-testing-assessment-and-evaluation) TOMs details – Procedures for regular testing, assessment, and evaluation **Data protection information security management system (DIMS):** Our DIMS ensures that we protect all data and information in accordance with statutory and regulatory requirements. It includes technical and organizational measures, as well as special training for our employees, all of which enables us to implement information security measures in our standard company operations. Starting in 2016, Hetzner implemented and still maintains an information management system (ISMS), which is certified based on ISO/IEC 27001:2022 standards. This certification process includes regular audits. You can find additional information [here](https://www.hetzner.com/unternehmen/zertifizierung/) . An external auditor reviews our implementation of the TOMs that we have defined in this document each year. Customers can access the audit reports free of charge and automatically using their account on our customer portal once they have completed a data protection agreement (DPA) with us. They can do that by going [here](https://accounts.hetzner.com/account/dpa) . **Incident response management:** We have an incident response management (IRM) system in place so we can react quickly and in the event of an incident and take appropriate action. **Data-protection-friendly default settings (privacy by default):** When we develop software, we follow a general rule (privacy by default) to help safeguard users’ personal data. **Employment of a data protection and information security officer who is integrated into the operational processes:** We at Hetzner Online GmbH employ both a data protection officer and information security officer. Both of them are highly involved in all relevant processes of our operations as part of our data protection and information security management systems. ###### Table of Contents * [Physical access control](https://docs.hetzner.com/general/others/technical-and-organizational-measures#physical-access-control) * [Electronic access control](https://docs.hetzner.com/general/others/technical-and-organizational-measures#electronic-access-control) * [Internal access control](https://docs.hetzner.com/general/others/technical-and-organizational-measures#internal-access-control) * [Transfer control](https://docs.hetzner.com/general/others/technical-and-organizational-measures#transfer-control) * [Isolation control](https://docs.hetzner.com/general/others/technical-and-organizational-measures#isolation-control) * [Pseudonymization](https://docs.hetzner.com/general/others/technical-and-organizational-measures#pseudonymization) * [Confidentiality](https://docs.hetzner.com/general/others/technical-and-organizational-measures#confidentiality) * [Integrity](https://docs.hetzner.com/general/others/technical-and-organizational-measures#integrity) * [Availability and resilience](https://docs.hetzner.com/general/others/technical-and-organizational-measures#availability-and-resilience) * [Procedures for regular testing, assessment, and evaluation](https://docs.hetzner.com/general/others/technical-and-organizational-measures#procedures-for-regular-testing-assessment-and-evaluation) --- # Product migration - Hetzner Docs Product migration ================= Last change on 2023-03-22 • Created on 2023-03-22 • ID: GE-77464 It is possible to migrate existing products from one Hetzner customer to another. Please look at the correct type of product below to learn how to transfer the product to other customers. [](https://docs.hetzner.com/general/others/product-migration#dedicated-root-servers) Dedicated root servers ----------------------------------------------------------------------------------------------------------- Please read [this article](https://docs.hetzner.com/robot/dedicated-server/general-information/server-transfers-between-robot-customers) for detailed steps on how to do this. [](https://docs.hetzner.com/general/others/product-migration#storage-boxes) Storage Boxes ----------------------------------------------------------------------------------------- To transfer a Storage Box, follow the steps below using the Hetzner Console administration interface: Person A = current Storage Box owner Person B = future Storage Box owner 1. Person B creates a project and invites Person A to it. 2. Person A moves the Storage Box into Person B's project. (From this point on, Person B is the owner of the Storage Box). 3. Person B can then remove Person A from the project. To create an invitation for a project, please follow these steps: 1. Select the corresponding project. 2. Navigate to the menu on the left side of the screen and select the "Security" button. 3. Select the "Members" tab and click "Add member" to create an invitation. On [this page](https://docs.hetzner.com/cloud/general/faq/#what-are-projects-and-how-can-i-use-them) you will find more information about the roles and their permissions. [](https://docs.hetzner.com/general/others/product-migration#cloud-servers) Cloud servers: ------------------------------------------------------------------------------------------ To transfer a cloud server, follow the steps below using the Hetzner Console administration interface: Person A = current server owner Person B = future server owner 1. Person B creates a project and invites Person A to it. 2. Person A moves the server into Person B's project. (From this point on, Person B is the owner of the cloud server). 3. Person B can then remove Person A from the project. To create an invitation for a project, please follow these steps: 1. Select the corresponding project. 2. Navigate to the menu on the left side of the screen and select the "Security" button. 3. Select the "Members" tab and click "Add member" to create an invitation. On [this page](https://docs.hetzner.com/cloud/general/faq/#what-are-projects-and-how-can-i-use-them) you will find more information about the roles and their permissions. [](https://docs.hetzner.com/general/others/product-migration#object-storage) Object Storage ------------------------------------------------------------------------------------------- It is not currently possible to move Buckets from one project to another. If you need to move data between projects, you will need to create a new Bucket in the target project and copy the objects using tools such as rclone or similar. [](https://docs.hetzner.com/general/others/product-migration#domains-on-robot) Domains on Robot: ------------------------------------------------------------------------------------------------ You can transfer the domains on your own, without help from the Support Team. Here are the steps: Person A = current domain owner Person B = future domain owner 1. Person A logs into their Robot account, then clicks on ‘Domains’ and selects the domain they want to transfer. 2. Person A creates a token for the domain transfer using the ‘Create token’ button. This token is valid for 7 days. Person A gives Person B the transfer token. Person B can then log onto their Robot account and go to ‘Domains; Show domain transfers; Start domain transfer’. 3. Person B can view the transfer order here on Robot by entering the trasfer token. They will see the name and address of Person A and can check whether the transfer is correct. If Person B agrees to the transfer, they can then start the transfer by giving their approval ("ACK") here on Robot. When Person B does this, Person A will receive an email. 4. After Person A receives the email, they can view the transfer order that Person B started by selecting the ‘Transfer’ tab their Robot account. Person A can then see the name and address of Person B. This allows Person A to check whether the request actually comes from the right person. To actually complete the transfer, Person A must explicitly agree to the transfer. They should make sure to change the setting they see to "Approval (ACK). 5. Person B will get an email. And the transfer is completed. Important note: Any existing data processing agreement is NOT included in the transfer. Person B may need to create a data processing agreement (DPA) of their own. If you have any questions, write a support request via Robot. [](https://docs.hetzner.com/general/others/product-migration#products-on-konsoleh) Products on konsoleH ------------------------------------------------------------------------------------------------------- If all of the data for the transfer will remain the same because you have more than one account on konsoleH (and the names on the accounds and domain data are the same), then you can do the transfer by writing two support tickets on konsoleH. Sender account = account that already has the product Receiving account = account that will receive the transfered product 1. In this situation, first log onto the Sender account and create a support request from the Sender account with the product information and the customer number for the Receiver account, and state clearly that you want to transfer the product. 2. Then log onto the Receiver account and create a **second** support request. Confirm that you want the transferred product to go to this account. Include the ticket number for the first support ticket. However, if the data for the accounts is different, you will need to fill out [this form](https://cdn.hetzner.com/assets/Uploads/Uebertragung-en.pdf) and send it to us via a support request on konsoleH. ### [](https://docs.hetzner.com/general/others/product-migration#web-hosting-packages) Web hosting packages For the internal transfer of your web hosting packages, please complete [this form](https://cdn.hetzner.com/assets/Uploads/Uebertragung-en.pdf) and send it to us via a support request on konsoleH. ### [](https://docs.hetzner.com/general/others/product-migration#managed-servers) Managed servers For the internal transfer of your managed servers, please complete [this form](https://cdn.hetzner.com/assets/Uploads/Uebertragung-en.pdf) and send it to us via a support request on konsoleH. ### [](https://docs.hetzner.com/general/others/product-migration#managed-domains) Managed domains For the internal transfer of your managed domains, please complete [this form](https://cdn.hetzner.com/assets/Uploads/Uebertragung-en.pdf) and send it to us via a support request on konsoleH. ### [](https://docs.hetzner.com/general/others/product-migration#storage-shares) Storage Shares For the internal transfer of your Storage Share, please complete [this form](https://cdn.hetzner.com/assets/Uploads/Uebertragung-en.pdf) and send it to us via a support request on konsoleH. [](https://docs.hetzner.com/general/others/product-migration#vswitch) vSwitch ----------------------------------------------------------------------------- It is unfortunately not possible to transfer a vSwitch. You must remove the servers from the vSwitch. In the other account, create a new vSwitch, then transfer the servers, and then reassign the servers to the new vSwitch. [](https://docs.hetzner.com/general/others/product-migration#rackspot) Rackspot ------------------------------------------------------------------------------- * Person A = current rackspot owner * Person B = future rackspot owner You can either use the transfer form [https://cdn.hetzner.com/assets/Uploads/Uebertragung-en.pdf](https://cdn.hetzner.com/assets/Uploads/Uebertragung-en.pdf) to start the trasfer process or write a support request using your customer account on Robot. Using a support ticket on Robot: Person A creates a support ticket on Robot to transfer the rackspot. Person B must also create a support request on Robot and clearly agree to the rackspot transfer. ###### Table of Contents * [Dedicated root servers](https://docs.hetzner.com/general/others/product-migration#dedicated-root-servers) * [Storage Boxes](https://docs.hetzner.com/general/others/product-migration#storage-boxes) * [Cloud servers:](https://docs.hetzner.com/general/others/product-migration#cloud-servers) * [Object Storage](https://docs.hetzner.com/general/others/product-migration#object-storage) * [Domains on Robot:](https://docs.hetzner.com/general/others/product-migration#domains-on-robot) * [Products on konsoleH](https://docs.hetzner.com/general/others/product-migration#products-on-konsoleh) * [vSwitch](https://docs.hetzner.com/general/others/product-migration#vswitch) * [Rackspot](https://docs.hetzner.com/general/others/product-migration#rackspot) --- # Phishing email collection - Hetzner Docs Phishing email collection ========================= Last change on 2025-10-31 • Created on 2025-04-08 • ID: GE-37F84 [](https://docs.hetzner.com/general/others/phishing-email-collection#how-to-recognize-phishing-emails) How to recognize phishing emails ======================================================================================================================================= Phishing emails appear to come from a trusted source and ask you to disclose sensitive information or click on a link or attachment. Vigilance and healthy skepticism are crucial to avoid falling victim to an attack. Be especially cautious with messages that request personal data, login details, or immediate action. [](https://docs.hetzner.com/general/others/phishing-email-collection#typical-signs-of-phishing) Typical signs of phishing ------------------------------------------------------------------------------------------------------------------------- * Spelling mistakes or poor grammar * An unfamiliar or slightly altered sender address, for example, a domain that looks very similar to the real one * Conspicuous or shortened links where the link text and the actual destination address do not match * Artificially created urgency, for example, threats of account suspension or payment requests * Unexpected attachments, especially executable files or password-protected archives * Impersonal or unusual salutations, for example, “Dear Customer” instead of your name **Example image** ![alt text](https://docs.hetzner.com/static/f58562bc4fc66956d3a39d79b2a82d6d/1452e/Phishing-scams_en.jpg) [](https://docs.hetzner.com/general/others/phishing-email-collection#what-you-should-do-if-you-receive-a-suspicious-email) What you should do if you receive a suspicious email ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- 1. Do not click on links or open attachments. 2. Check the sender's address very carefully. Small changes to the domain are often difficult to spot. 3. Hover your mouse over links to check the destination address without clicking. 4. Forward the suspicious email to our support team or report it via konsoleH. If possible, send us the complete email headers and text so that we can check the message. 5. If you have already clicked on a link or entered data, change your password immediately and activate two-factor authentication if you have not already done so. 6. Use a separate, strong password for each service. Use a password manager to generate and manage secure and unique passwords. [](https://docs.hetzner.com/general/others/phishing-email-collection#prevention-and-further-measures) Prevention and further measures ------------------------------------------------------------------------------------------------------------------------------------- * Enable [two-factor authentication](https://docs.hetzner.com/accounts-panel/accounts/two-factor-authentication) for your account. * Keep your operating system, browser, and email client up to date. * Regularly raise awareness among your team about social engineering and phishing. * Use spam filters and email [security features](https://docs.hetzner.com/de/konsoleh/account-management/email/mailsecurity) . [](https://docs.hetzner.com/general/others/phishing-email-collection#phishing-email-collection) Phishing email collection ------------------------------------------------------------------------------------------------------------------------- The emails shown here are intended to help you recognize phishing emails and better assess suspicious content. ![alt text](https://docs.hetzner.com/static/b96dece6acfbd9e0d6799e59a4a4a240/bfe25/phishing-EN-1.jpg) ![alt text](https://docs.hetzner.com/a497971f3f42252a52707ab25e09c2ba/phishing-EN-2.png) ![alt text](https://docs.hetzner.com/static/b0c82ce02e5b8e3f1a7aa36defa7b9e6/46684/phishing-EN-3.png) ![alt text](https://docs.hetzner.com/static/1500a6c74f37cd71084e37be3f852c07/74cfa/phishing-EN-4.png) ![alt text](https://docs.hetzner.com/static/3e4340e3f65193161b7ead2583386a8c/f6b72/phishing-EN-5.png) ![alt text](https://docs.hetzner.com/static/c56f7bc6cd0a7261938383bd129826a4/3d84d/phishing-EN-6.png) ![alt text](https://docs.hetzner.com/static/5eee1432ebbe1d4650f9f3deb0108fbe/ace37/phishing-EN-7.png) ![alt text](https://docs.hetzner.com/static/c6ad99fbcf81553c6490271ddaf4a8d0/ca98b/phishing-EN-8.png) ![alt text](https://docs.hetzner.com/static/8a1cf79972f4fda3391041292ae1b11f/59415/phishing-EN-9.png) ###### Table of Contents * [How to recognize phishing emails](https://docs.hetzner.com/general/others/phishing-email-collection#how-to-recognize-phishing-emails) * [Typical signs of phishing](https://docs.hetzner.com/general/others/phishing-email-collection#typical-signs-of-phishing) * [What you should do if you receive a suspicious email](https://docs.hetzner.com/general/others/phishing-email-collection#what-you-should-do-if-you-receive-a-suspicious-email) * [Prevention and further measures](https://docs.hetzner.com/general/others/phishing-email-collection#prevention-and-further-measures) * [Phishing email collection](https://docs.hetzner.com/general/others/phishing-email-collection#phishing-email-collection) --- # IP pricing - Hetzner Docs IP pricing ========== Last change on 2025-10-31 • Created on 2021-07-28 • ID: GE-DC4ED Below you will find an overview of all current IP prices. (The prices do not include VAT.): [](https://docs.hetzner.com/general/others/ipv4-pricing#dedicated-servers) Dedicated servers -------------------------------------------------------------------------------------------- | Product | Monthly price | Setup | Monthly price | Setup | | --- | --- | --- | --- | --- | | Primary IPv4 | € 1.70 | € - | $ 1.90 | $ - | | Additional single IP | € 1.70 | € 4.90 | $ 1.90 | $ 6.00 | | /29 IP subnet (6 usable IPs) | € 13.60 | € 34.90 | $ 16.00 | $ 39.00 | | /28 IP subnet (14 usable IPs) | € 27.20 | € 59.90 | $ 31.00 | $ 67.00 | | /27 IP subnet (30 usable IPs) | € 54.40 | € 109.00 | $ 61.00 | $ 121.00 | | /26 IP subnet (62 usable IPs) | € 108.80 | € 199.00 | $ 121.00 | $ 221.00 | | /25 IP subnet (126 usable IPs) | € 217.60 | € 269.00 | $ 242.00 | $ 299.00 | | /24 IP subnet (254 usable IPs) | € 435.20 | € 659.00 | $ 484.00 | $ 732.00 | | Product | Monthly price | Setup | Monthly price | Setup | | --- | --- | --- | --- | --- | | Failover IP | € 4.20 | € 4.90 | $ 5.00 | $ 5.50 | | /29 Failover subnet | € 22.00 | € 34.90 | $ 25.00 | $ 39.00 | | /28 Failover subnet | € 35.60 | € 59.90 | $ 40.00 | $ 67.00 | | /27 Failover subnet | € 62.80 | € 109.00 | $ 70.00 | $ 121.00 | | /26 Failover subnet | € 117.20 | € 199.00 | $ 131.00 | $ 221.00 | | /25 Failover subnet | € 226.00 | € 369.00 | $ 251.00 | $ 410.00 | | /24 Failover subnet | € 443.60 | € 659.00 | $ 493.00 | $ 732.00 | | /64 IPv6 Failover subnet | € 1.00 | € 4.90 | $ 1.20 | $ 5.50 | ### [](https://docs.hetzner.com/general/others/ipv4-pricing#additional-56-ipv6-net-dedicated-servers) Additional /56 IPv6 net (Dedicated servers) If you need a subnet, we will configure an additional /56 subnet for each server and charge you € 15.00 ($ 17.00) (excl. VAT) for processing this request. If there is a high demand, we will consider if and how we can automate or improve this process. #### [](https://docs.hetzner.com/general/others/ipv4-pricing#how-can-i-request-an-additional-56-subnet) How can I request an additional /56 subnet? 1. Log into Robot, select your server, and create a support request with the topic "Other". You can copy-paste this text: "I hereby order an additional /56 IPv6 subnet for my server. I confirm that I accept the one-time setup fee for it, which is € 15.00 ($ 17.00) excluding VAT". (Please adjust the price to the VAT applicable in your country). 2. Wait for our support team to respond and to process your request. 3. Configure the subnet on your server. [](https://docs.hetzner.com/general/others/ipv4-pricing#colocation) Colocation ------------------------------------------------------------------------------ | Product | Monthly price | Setup | Monthly price | Setup | | --- | --- | --- | --- | --- | | /30 IP subnet (2 usable IPs;
transfer subnet) | € 6.00 | € 17.50 | $7 .00 | $ 20.00 | | /29 IP subnet (5 usable IPs) | € 13.60 | € 34.90 | $ 16.00 | $ 39.00 | | /28 IP subnet (13 usable IPs) | € 27.20 | € 59.90 | $ 31.00 | $ 67.00 | | /27 IP subnet (29 usable IPs) | € 54.40 | € 109.00 | $ 61.00 | $ 121.00 | | /26 IP subnet (61 usable IPs) | € 108.80 | € 199.00 | $ 121.00 | $ 221.00 | | /25 IP subnet (125 usable IPs) | € 217.60 | € 269.00 | $ 242.00 | $ 299.00 | | /24 IP subnet (253 usable IPs) | € 435.20 | € 659.00 | $ 484.00 | $ 732.00 | [](https://docs.hetzner.com/general/others/ipv4-pricing#managed-servers) Managed servers ---------------------------------------------------------------------------------------- | Product | Monthly price /
Setup on 12 January 2023 | | --- | --- | | Dedicated IPv4 addresses
(for SSL encryption) | € 1.87 ($ 3.00) monthly / € 14.00 ($ 16.00) setup | [](https://docs.hetzner.com/general/others/ipv4-pricing#web-hosting) Web hosting -------------------------------------------------------------------------------- | Product | Monthly price /
Setup on 12 January 2023 | | --- | --- | | Dedicated IPv4 addresses
(for SSL encryption) | € 4.29 ($ 5.00) monthly / € 14.00 ($ 16.00) setup | [](https://docs.hetzner.com/general/others/ipv4-pricing#vswitch-ipv4-products) vSwitch IPv4 products ---------------------------------------------------------------------------------------------------- | Product | Monthly price | Setup | Monthly price | Setup | | --- | --- | --- | --- | --- | | /29 IP subnet (5 usable IPs) | € 22.00 | € 34.90 | $ 25.00 | $ 39.00 | | /28 IP subnet (13 usable IPs) | € 35.60 | € 59.90 | $ 40.00 | $ 67.00 | | /27 IP subnet (29 usable IPs) | € 62.80 | € 109.00 | $ 70.00 | $ 121.00 | | /26 IP subnet (61 usable IPs) | € 117.20 | € 199.00 | $ 131.00 | $ 221.00 | | /25 IP subnet (125 usable IPs) | € 226.00 | € 369.00 | $ 251.00 | $ 410.00 | | /24 IP subnet (253 usable IPs) | € 443.60 | € 659.00 | $ 493.00 | $ 732.00 | [](https://docs.hetzner.com/general/others/ipv4-pricing#vswitch-ipv6-products) vSwitch IPv6 products ---------------------------------------------------------------------------------------------------- | IPv6 products | Monthly price on 12 January 2023 | | --- | --- | | /64 IPv6 subnet (over 18 quintillion IPs) | € 8.40 ($ 10.00) monthly | [](https://docs.hetzner.com/general/others/ipv4-pricing#cloud) Cloud -------------------------------------------------------------------- | Product | Monthly price | | --- | --- | | Cloud Floating IPv4[1](https://docs.hetzner.com/general/others/ipv4-pricing#fn-1) | € 3.00 ($ 3.50) monthly | | Cloud Floating IPv6 | € 1.00 ($ 1.50) monthly | | Cloud Primary IPv4 | € 0.50 ($ 0.60) monthly | | Cloud Primary Ipv6 | free | [](https://docs.hetzner.com/general/others/ipv4-pricing#other-notes) Other notes -------------------------------------------------------------------------------- If you have any questions, we are happy to help. Send us a quick support request using your account: on Robot, go to "Support"; on Hetzner Console, go to "Support"; on konsoleH, log in using your client number and go to "Administration, Support request. [](https://docs.hetzner.com/general/others/ipv4-pricing#faqs) FAQs ------------------------------------------------------------------ ### [](https://docs.hetzner.com/general/others/ipv4-pricing#what-about-ipv6) What about IPv6? Our dedicated servers come with the option to remove the Primary IPv4 as an addon and to cancel it for your existing servers. So you can decide for yourself whether you want or need the IPv4. For more information, take a look at our [FAQ Primary IPv4](https://docs.hetzner.com/robot/dedicated-server/ip/faq-primary-ipv4/) . Our cloud servers also come with the option to remove the Primary IPv4 when you create a new server. And as long as the power state of a server is "off", you can even add, remove or swap the Primary IPs (IPv4, IPv6) of an existing server. For more information, take a look at our Primary IP [overview](https://docs.hetzner.com/cloud/servers/primary-ips/overview) and our Primary IP [FAQ](https://docs.hetzner.com/cloud/servers/primary-ips/faq) . * * * 1. Since 1 January 2022, there is no longer a price difference between Floating IPs created before and after 1 August 2021. These prices do not include VAT.[↩](https://docs.hetzner.com/general/others/ipv4-pricing#fnref-1) ###### Table of Contents * [Dedicated servers](https://docs.hetzner.com/general/others/ipv4-pricing#dedicated-servers) * [Colocation](https://docs.hetzner.com/general/others/ipv4-pricing#colocation) * [Managed servers](https://docs.hetzner.com/general/others/ipv4-pricing#managed-servers) * [Web hosting](https://docs.hetzner.com/general/others/ipv4-pricing#web-hosting) * [vSwitch IPv4 products](https://docs.hetzner.com/general/others/ipv4-pricing#vswitch-ipv4-products) * [vSwitch IPv6 products](https://docs.hetzner.com/general/others/ipv4-pricing#vswitch-ipv6-products) * [Cloud](https://docs.hetzner.com/general/others/ipv4-pricing#cloud) * [Other notes](https://docs.hetzner.com/general/others/ipv4-pricing#other-notes) * [FAQs](https://docs.hetzner.com/general/others/ipv4-pricing#faqs) --- # Others - Hetzner Docs #### Others [Abuse form](https://docs.hetzner.com/general/others/abuse-form) [CentOS 8 - End of Life](https://docs.hetzner.com/general/others/centos-eol) [Certificates](https://docs.hetzner.com/general/others/certificates) [Changes to billing system for October 2024](https://docs.hetzner.com/general/others/changes-to-billing-system-for-october-2024) [Customer newsletter](https://docs.hetzner.com/general/others/customer-newsletter) [Data centers and connection](https://docs.hetzner.com/general/others/data-centers-and-connection) [Data protection](https://docs.hetzner.com/general/others/data-protection) [Fraud prevention FAQ](https://docs.hetzner.com/general/others/fraud-prevention-faq) [Hetzner Online Forum](https://docs.hetzner.com/general/others/hetzner-online-forum) [Hetzner pricing](https://docs.hetzner.com/general/others/hetzner-pricing) [Impressum FAQs](https://docs.hetzner.com/general/others/impressum-faq) [Invoice date change starting August 2025](https://docs.hetzner.com/general/others/invoice-date-change-starting-august-2025) [IP pricing](https://docs.hetzner.com/general/others/ipv4-pricing) [Late payments FAQs](https://docs.hetzner.com/general/others/late-payments-faqs) [New billing model](https://docs.hetzner.com/general/others/new-billing-model) [Order processing](https://docs.hetzner.com/general/others/order-processing) [Peering Policy](https://docs.hetzner.com/general/others/peering-policy) [Phishing email collection](https://docs.hetzner.com/general/others/phishing-email-collection) [Product migration](https://docs.hetzner.com/general/others/product-migration) [Support Team opening hours](https://docs.hetzner.com/general/others/support-team-opening-hours) [Sustainability FAQs](https://docs.hetzner.com/general/others/sustainability-faqs) [Technical and Organizational Measures](https://docs.hetzner.com/general/others/technical-and-organizational-measures) --- # Abuse form - Hetzner Docs Abuse form ========== Last change on 2023-05-15 • Created on 2023-04-04 • ID: GE-DA46E Would you like to report possible abuse to our Abuse Team? If so, please use [this form](https://abuse.hetzner.com/issues/new?lang=en) . Our team will respond to your abuse report as soon as possible. If you have more than one case to report, please fill out the form for each separate case. This will help our team to process the cases more quickly and effectively. --- # CentOS 8 - End of Life - Hetzner Docs CentOS 8 - End of Life ====================== Last change on 2025-06-25 • Created on 2021-08-23 • ID: GE-C889A Support for CentOS Linux 8 will end on December 31, 2021. This means that the original EOL date, which was set to be in 2029, has been cut by eight years. Updates for this image will end on the same date. CentOS Project has made this decision because they are now planning to shift focus from CentOS Linux, a downstream version of Red Hat Enterprise Linux (RHEL), to CentOS Stream, an upstream version of RHEL. ![centOS](https://docs.hetzner.com/static/077b2fa0de9c1f1e6cb7435c9d97fee5/32ddb/centos-eol.png) CentOS Linux is a rebuild of RHEL. This means that it is basically a copy of the open source code of RHEL. Developers further develop this code and make changes to it. However, bug reports and any other contributions rarely make it back to Fedora or RHEL. CentOS Stream has been created to change this. Any content intended for inclusion in the next RHEL minor release is first included in CentOS Stream. This way, the CentOS Project is actually part of the development cycle of RHEL. For more detailed information on the topic, please refer to the [CentOS website](https://www.centos.org/centos-linux-eol/) and the [CentOS blog](https://blog.centos.org/2020/12/future-is-centos-stream/) . For CentOS Linux 7 no changes have been announced and updates will continue until the end of June, 2024. If you are still using CentOS Linux 7, we recommend considering one of the following alternatives. **Alternatives:** 1. **Migrating from CentOS Linux 8 to CentOS Stream 8** It is possible to migrate directly from CentOS Linux 8 to CentOS Stream 8. CentOS will not do this automatically. The commands needed to migrate from CentOS Linux 8 to CentOS Stream 8 are on the official [CentOS website](https://www.centos.org/centos-stream/) . 2. **Migrating to other RHEL distributions** Alternatively, you can migrate to other distributions that are based on RHEL. For example: * AlmaLinux * Oracle Linux * Rocky Linux Please note that we do not provide any support for Oracle Linux. 3. **Migrating to other Linux distributions** To change the operating system of your Cloud Server, you can do one the following: **New Image** It is possible to use the action `Rebuild`. This allows you to change the operating system after a server has been created. Please note that **all previous data** on the disk will be **lost**. Should you still opt for this action, you can use both the [Hetzner Console](https://console.hetzner.com/) and our [API](https://docs.hetzner.cloud/reference/cloud#server-actions-rebuild-a-server-from-an-image) . We recommend taking a snapshot or backups before running a `Rebuild`, in case anything unexpected happens. **Migrating to a new server** If you do not feel comfortable with overwriting the disk and losing all its data, you might want to consider creating a new server. You can copy all the data to the new server and delete the old one whenever you are certain that all your data is safe. --- # 30 days to the end of the month - Hetzner Docs 30 days to the end of the month =============================== Last change on 2024-06-12 • Created on 2020-03-25 • ID: GE-F6F35 [](https://docs.hetzner.com/general/general-terms-and-conditions/30-days-to-the-end-of-the-month#introduction) Introduction --------------------------------------------------------------------------------------------------------------------------- You may have seen the term _30 days to the end of the month_ on your invoice or in an email from us, but maybe you didn't know what it means. This term is also in our general terms and conditions. See 2.6 of our [Terms and Conditions](https://www.hetzner.com/legal/terms-and-conditions/) . It is possible to immediately cancel almost all konsoleH products and to only pay the hourly price. The product's bill will never exceed its monthly price cap. If you delete the product before the end of the billing month, we will only bill you for the hourly rate. There are a couple of exceptions. Please see ["Cancellation" here](https://docs.hetzner.com/general) for more information. [](https://docs.hetzner.com/general/general-terms-and-conditions/30-days-to-the-end-of-the-month#what-does-it-mean) What does it mean? -------------------------------------------------------------------------------------------------------------------------------------- If you want to cancel your contract or account with us, our policy requires you for some products to cancel them 30 days to the end of the month. That means that there is a minimum of 30 days on your contract. However, if you cancel in the middle of a month, then the cancellation will only come into effect at the end of the next month. Below are some examples. **Example 1:** You cancel your product on 17 May. Using the 30-day-to-the-end-of-the-month policy, we add 30 days here, giving us 16 June. Then the cancellation becomes effective on the end of the month, which would be 30 June. ![alt text](https://docs.hetzner.com/static/887eaa1699f6561c73aaf2cb3785f217/0a47e/Cancel-ex-1.2.png) **Example 2:** You cancel your product on 1 May. Using the 30-day-to-the-end-of-the-month policy, we add 30 days here, giving us 31 May. Then the cancellation becomes effective on the end of the month, which would be 31 May. ![alt text](https://docs.hetzner.com/static/94d808c44615b23a798615c461ae5a48/0a47e/Cancel-ex-2.2.png) **Example 3:** You cancel your product on May 29. Using the 30-day-to-the-end-of-the-month policy, we add 30 days here, giving us 28 June. Then the cancellation becomes effective on the end of the month, which would be 30 June. ![alt text](https://docs.hetzner.com/static/76ab17d069b53257b2f1110fd42bac7b/0a47e/Cancel-ex-3.2.png) Because of our policy, some customers find it easier to cancel at the very end or very beginning of the month. [](https://docs.hetzner.com/general/general-terms-and-conditions/30-days-to-the-end-of-the-month#when-does-this-policy-apply) When does this policy apply? ---------------------------------------------------------------------------------------------------------------------------------------------------------- This is the longest period of cancellations. For many of our products, you will be able to cancel your contract earlier. You can find the effective date of cancellation by logging in to your konsoleH or Robot account. If you have any questions, please write a support ticket. This policy does not apply to our Hetzner Cloud servers. If you want to cancel your Hetzner Cloud server, you can delete the server directly on your Cloud Console account. It is effective immediately. [](https://docs.hetzner.com/general/general-terms-and-conditions/30-days-to-the-end-of-the-month#when-do-i-lose-access-to-my-server-after-a-cancellation) When do I lose access to my server after a cancellation? ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ You lose access to your server immediately. We only ask you to pay for days and hours that you have access to the server. [](https://docs.hetzner.com/general/general-terms-and-conditions/30-days-to-the-end-of-the-month#additional-questions) Additional questions? -------------------------------------------------------------------------------------------------------------------------------------------- If you have any additional questions, please write a support ticket via konsoleH, Robot, or Cloud Console. This is usually the quickest way for our staff to help you. If you no longer have access to konsoleH/Robot/Cloud Console, please write to [info@hetzner.com](mailto:info@hetzner.com) and include your customer information (client number, last invoice number, etc.). You can also call **+49 (0)9831 505-0** . Our support staff can help you with cancellations on Mondays-Fridays from 8:00 AM to 6:00 PM (CE(S)T). ###### Table of Contents * [Introduction](https://docs.hetzner.com/general/general-terms-and-conditions/30-days-to-the-end-of-the-month#introduction) * [What does it mean?](https://docs.hetzner.com/general/general-terms-and-conditions/30-days-to-the-end-of-the-month#what-does-it-mean) * [When does this policy apply?](https://docs.hetzner.com/general/general-terms-and-conditions/30-days-to-the-end-of-the-month#when-does-this-policy-apply) * [When do I lose access to my server after a cancellation?](https://docs.hetzner.com/general/general-terms-and-conditions/30-days-to-the-end-of-the-month#when-do-i-lose-access-to-my-server-after-a-cancellation) * [Additional questions?](https://docs.hetzner.com/general/general-terms-and-conditions/30-days-to-the-end-of-the-month#additional-questions) --- # Changes to billing system for October 2024 - Hetzner Docs Changes to billing system for October 2024 ========================================== Last change on 2025-06-25 • Created on 2024-09-30 • ID: GE-EAE98 Due to changes in our billing system, the layout of our invoices will change slightly in some ways. We will send customers invoices using the new layout starting on 1 October 2024. [](https://docs.hetzner.com/general/others/changes-to-billing-system-for-october-2024#what-will-change-on-the-invoices-layout) What will change on the invoices' layout? ------------------------------------------------------------------------------------------------------------------------------------------------------------------------ In future, the first page will provide an overview of the total invoice amount and the partial amounts from the individual product categories (like “Dedicated Server”, “Storage”, “Webhosting”) and projects. The overview lists all costs you generated for each panel (konsoleH, Robot, Hetzner Console). ![alt text](https://docs.hetzner.com/static/c132d2ed672d287664a04d9ded21b8e8/0eb6d/invoice-overview-EN.png) The following pages list each product separately and in detail. Here, we summarize items based on the product, the unit of measure, and the unit price. In the itemized invoice (previously: “Detailed Cloud Usage”), you will find the costs and the individual consumption values for all the individual items in detail. The itemized invoice is not part of the invoice PDF; we provide it to you separately. You can either view it directly in your browser or download it as a CSV file. [](https://docs.hetzner.com/general/others/changes-to-billing-system-for-october-2024#where-can-i-find-the-itemized-invoice-with-detailed-consumption-information) Where can I find the itemized invoice with detailed consumption information? ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- You can access your itemized invoice either via a QR code on your invoice, via a link in the PDF file, or directly on your account by going to “Invoices” > “Overview” and then clicking on “Details”. You can also download the itemized invoice as a CSV file. You will find the download link on your bill. _QR code on the invoice:_ ![alt text](https://docs.hetzner.com/static/ef08624b586731ab2a08ddad8877d279/21482/SAP-Layout_QR-Code_en.png) _Link on the account:_ ![alt text](https://docs.hetzner.com/static/93eab1b08b42c2e9549d9c509f0158f2/6e9b1/invoice-path-Hetzner-Accounts-EN.jpg) To view the itemized invoice, you need to enter your customer number. You can find this on your bill or on your customer profile in "Accounts". [](https://docs.hetzner.com/general/others/changes-to-billing-system-for-october-2024#what-information-is-on-the-itemized-invoice) What information is on the itemized invoice? ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- You will find detailed consumption information on the itemized invoice. You will find information on the calculations for backup costs, discounts/sales, and other products. For add-ons, you will see the reference numbers for the server; you can use the CSV file to clearly allocate any add-on and filter for them. [](https://docs.hetzner.com/general/others/changes-to-billing-system-for-october-2024#how-are-included-products-shown-on-the-invoice) How are included products shown on the invoice? ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Included add-on domains and other included products are not shown with the monthly consumption costs, but with the hourly consumption costs. ![alt text](https://docs.hetzner.com/static/e6d3d5003c4680c7280290a8eefe1194/ffaa5/addons-EN.png) [](https://docs.hetzner.com/general/others/changes-to-billing-system-for-october-2024#5-euro--5-usd-minimum-value-for-invoices) 5 euro / 5 USD minimum value for invoices ------------------------------------------------------------------------------------------------------------------------------------------------------------------------- When we introduce our new invoices, you will only receive an invoice for the month if you have exceeded the minimum value of € 5.00 ($ 5.00) . If you use less than 5 euros, we will add that amount to the next invoice. If, the next month, the total is still not over € 5.00 ($ 5.00), the amount will be added to the next month's invoice. As soon as the value goes over € 5.00 ($ 5.00), the new billing system will send you an invoice. If you remain below € 5.00 ($ 5.00) for 3 months, you will receive an invoice for the amount between 0 and € 5.00 ($ 5.00). So you will get an invoice after the 3rd month at the latest. This rule only applies after we have sent you your very first invoice. [](https://docs.hetzner.com/general/others/changes-to-billing-system-for-october-2024#where-can-i-find-my-customer-number) Where can I find my customer number? --------------------------------------------------------------------------------------------------------------------------------------------------------------- You will find this on every invoice and on your account under "Contact details". ###### Table of Contents * [What will change on the invoices' layout?](https://docs.hetzner.com/general/others/changes-to-billing-system-for-october-2024#what-will-change-on-the-invoices-layout) * [Where can I find the itemized invoice with detailed consumption information?](https://docs.hetzner.com/general/others/changes-to-billing-system-for-october-2024#where-can-i-find-the-itemized-invoice-with-detailed-consumption-information) * [What information is on the itemized invoice?](https://docs.hetzner.com/general/others/changes-to-billing-system-for-october-2024#what-information-is-on-the-itemized-invoice) * [How are included products shown on the invoice?](https://docs.hetzner.com/general/others/changes-to-billing-system-for-october-2024#how-are-included-products-shown-on-the-invoice) * [5 euro / 5 USD minimum value for invoices](https://docs.hetzner.com/general/others/changes-to-billing-system-for-october-2024#5-euro--5-usd-minimum-value-for-invoices) * [Where can I find my customer number?](https://docs.hetzner.com/general/others/changes-to-billing-system-for-october-2024#where-can-i-find-my-customer-number) --- # Data protection - Hetzner Docs Data protection =============== Last change on 2025-11-12 • Created on 2023-04-04 • ID: GE-D667A You can find our **privacy policy** at **[https://www.hetzner.com/legal/privacy-policy/](https://www.hetzner.com/legal/privacy-policy/) ** Answers to frequently asked questions about data protection can be found in our [**FAQ**](https://docs.hetzner.com/general/general-terms-and-conditions/data-privacy-faq) Further information on our **technical and organizational measures** (TOMs) can be found [**here**](https://docs.hetzner.com/general/others/certificates/#technisch-organisatorische-massnahmen-toms) Do you have any further questions about data protection? Then please feel free to contact us at [data-protection@hetzner.com](mailto:data-protection@hetzner.com) --- # Cancellations FAQ - Hetzner Docs Cancellations FAQ ================= Last change on 2025-11-20 • Created on 2025-02-14 • ID: GE-E01A0 [](https://docs.hetzner.com/general/cancellation/cancellations-faq#if-i-want-to-stop-paying-for-something-do-i-need-to-cancel-it) If I want to stop paying for something, do I need to cancel it? ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- The answer for most things is "Yes". Most Hetzner products are automatic subscriptions. That means that they automatically renew themselves. Customers who want to stop paying for most of our products need to actively cancel or delete them on the correct user interface. Even if the customer is not actively using the product (the product is idle), it still uses resources, and we will still invoice customers for them. It is possible to immediately cancel almost all Hetzner products and to only pay the hourly price. The product's bill will never exceed its monthly price cap. If you delete the product before the end of the billing month, we will only bill you for the hourly rate. There are a couple of exceptions. Please see below for more information. ### [](https://docs.hetzner.com/general/cancellation/cancellations-faq#which-products-do-not-automatically-renew-themselves) Which products do NOT automatically renew themselves? The following products do NOT automatically renew themselves. They are not subscriptions. They are one time payments. If you want to continue to use them after a specific period, you must order them again or order a renewal. * SSL certificates (only fee-based certificates); free certificates renew themselves * Some larger colocation contracts, for cages, for example. * Remote Hands ( = customer service based on 15 minute increments that Hetzner support teams do for customers ) * KVMs: Please see the [article about KVMs](https://docs.hetzner.com/robot/dedicated-server/maintainance/kvm-console) . [](https://docs.hetzner.com/general/cancellation/cancellations-faq#what-is-the-cancellation-period-at-hetzner) What is the cancellation period at Hetzner? ---------------------------------------------------------------------------------------------------------------------------------------------------------- The cancellation periods for many products are shorter than what is listed in our [Terms and Conditions](https://www.hetzner.com/legal/terms-and-conditions/) . In a few rare situations, the cancellation period is still [30 days till the end of the month](https://docs.hetzner.com/general/general-terms-and-conditions/30-days-to-the-end-of-the-month) . For many products and services, customers can cancel them immediately. | Product | Cancellation period | Where/how | | --- | --- | --- | | Cloud servers (VPS & VDS) | immediately | delete on Hetzner Console | | Dedicated servers ("root servers") | immediately | cancel on Robot | | Cloud products (other) | immediately | delete on Hetzner Console | | Object Storage | immediately | delete on Hetzner Console | | DNS entries | immediately | cancel on DNS Console | | Storage Boxes | immediately | cancel on Hetzner Console | | Storage Shares | immediately | cancel on konsoleH | | Web hosting | immediately | cancel on konsoleH | | IP addresses & subnets | immediately | cancel on Robot | | Managed servers | immediately | cancel on konsoleH | | Software licenses | immediately, but invoiced in full calendar months | cancel on Robot | | Domains (Robot) | immediately, but invoiced by year | cancel on Robot | | Domains (konsoleH) | immediately, but invoiced by year | cancel on konsoleH | | SSL certificates (fee based) | immediately, but invoiced yearly; don't self-renew | cancel on konsoleH | | Rackspot reservations | immediately | cancel on Robot | | Colocation | periods can vary | write support request on Robot | | Custom hardware | daily until dismantled | write a support request on Robot | | Custom network connections/hardware | daily until dismantled | write a support request on Robot | [](https://docs.hetzner.com/general/cancellation/cancellations-faq#which-interface-to-do-i-need-to-use-for-the-cancellation) Which interface to do I need to use for the cancellation? -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- See the chart above. [](https://docs.hetzner.com/general/cancellation/cancellations-faq#how-do-i-cancel-my-cloud-servers-and-other-cloud-products) How do I cancel my Cloud servers and other Cloud products? ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- You can automatically and immediately cancel your contract for your: * Cloud Servers * Snapshots * Backups * Volumes * Networks * Floating IPs * and other Cloud products To do this, log into your account on [Hetzner Console](https://console.hetzner.com/projects) . Then find the server or product that you would like to cancel and click on "Delete". Once you confirm the cancellation and finish the quick cancellation process, your server will be deleted and your contract for that product will be cancelled. However, your user account will remain active. Since we invoice Cloud Servers on an hourly basis, you will receive an invoice AFTER you have successfully cancelled your server. We will only invoice you for the part of the billing period when your server still existed. [](https://docs.hetzner.com/general/cancellation/cancellations-faq#how-can-i-cancel-my-dedicated-server) How can I cancel my Dedicated Server? ---------------------------------------------------------------------------------------------------------------------------------------------- You can cancel the server for free via Robot → "Servers" → click on the server → "Cancellation" → "cancel server". [](https://docs.hetzner.com/general/cancellation/cancellations-faq#how-do-i-cancel-my-object-storage-and-storage-boxes) How do I cancel my Object Storage and Storage Boxes? ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------- You can automatically and immediately cancel your contract for Object Storage and Storage Box products. To do this, log into your account on [Hetzner Console](https://console.hetzner.com/projects) . Then find the Bucket or Storage Box that you would like to cancel and click on "Delete". Note that Buckets have to be empty to delete them (see [this FAQ](https://docs.hetzner.com/storage/object-storage/faq/buckets-objects#how-can-i-delete-my-bucket) ). Once you confirm the cancellation and finish the quick cancellation process, your Bucket or Storage Box will be deleted. Your user account will remain active. Since we invoice Storage Boxes and Object Storage on an hourly basis, you will receive an invoice the month AFTER you have successfully cancelled your products. With Storage Boxes, we will only invoice you for the part of the billing period when your Storage Box still existed. With Object Storage, we will only invoice you for the part of the billing period when you had at least one Bucket in your account. [](https://docs.hetzner.com/general/cancellation/cancellations-faq#how-do-i-cancel-web-hosting-managed-servers-storage-shares-and-managed-domains) How do I cancel web hosting, managed servers, Storage Shares, and managed domains? ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Log onto your [konsoleH](https://konsoleh.hetzner.com/) account using your client number and password. Then click directly on the product (domain, server, etc.) that you would like to cancel. On the left under "Contract", you will see "Cancel Account". Please pay close attention to the instructions there. Then you can select the date when you want the cancellation to take place. You can also tell us what you would like us to do with your domain (delete the domain, change the domain's provider, keep the domain as it is). Please be absolutely sure to click on "Cancel Account" if you no longer wish to keep the memory for the domain. Your customer profile will remain in place. As soon as you have finished the cancellation process, you will receive a summary and a confirmation of the cancellation via email. ### [](https://docs.hetzner.com/general/cancellation/cancellations-faq#important-notes-about-domains) Important notes about domains: To cancel some domains, you will need an authorization code (auth-code) if you would like to move your domain to another provider. Now let's imagine that you have a server and a domain on that server. You cancel the server, but you do NOT request that we transfer the domain to another provider. We will then assume that you want to KEEP the domain, and we will send you an invoice for it as usual. Domains are one of the few products that we invoice customers for in advance. That means when you order a new domain, you will see it on your bill in the following month, and you will pay for the domain for one complete year. If you register a domain now, and cancel it a few days later, you still need to pay for a full year anyway. ### [](https://docs.hetzner.com/general/cancellation/cancellations-faq#ssl-certificates) SSL certificates #### [](https://docs.hetzner.com/general/cancellation/cancellations-faq#fee-based-ssl-certificates) Fee-based SSL certificates If you would like to cancel your SSL certificate contract, you can do this with immediate effect. SSL certificate contracts last for 1 year. These contracts do NOT automatically renew themselves. You need to renew them manually, even if you do not cancel them. If you would like to renew an SSL certificate, you can do this by going to the SSL Manager on konsoleH (Administration; SSL Certificates). #### [](https://docs.hetzner.com/general/cancellation/cancellations-faq#free-ssl-certificates) Free SSL certificates For the free SSL certificates, such as those from Let's Encrypt and Digicert's Basic SSL, we will automatically request a certificate extension. There is no additional cost for the extension. However, in some circumstances, you may be asked to re-do the authentication needed for the certificate extension. If this is the case with your certificate, we will inform you via email about how to do this. [](https://docs.hetzner.com/general/cancellation/cancellations-faq#dedicated-servers-ip-addresses-automated-domains-and-other-robot-products) Dedicated servers, IP addresses, automated domains and other Robot products ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Log onto your [Robot](https://robot.hetzner.com/) account. Find the product you would like to cancel under the product categories at "Main functions" on the left (Select the specific server, product, or service). Under the "Cancellation" menu tab, you can see the earliest possible cancellation date or select another date of your choice. Confirm the cancellation to finish the process. You should then see a new entry under the "Notices" of cancellation tab. ### [](https://docs.hetzner.com/general/cancellation/cancellations-faq#domains-on-robot-automated-domains) Domains on Robot (automated domains) #### [](https://docs.hetzner.com/general/cancellation/cancellations-faq#de-com-net-domains-on-robot) .de, .com, .net domains on Robot Exception: If you have a domain that ends in .de, .com, or .net, you can cancel your domain contract at any time via your Robot account; you can also cancel them effective immediately. #### [](https://docs.hetzner.com/general/cancellation/cancellations-faq#info-biz-eu-at-org-domains-on-robot) .info, .biz, .eu, .at, .org domains on Robot The contracts for our domains have a cancellation period that is 30 days to the end of the month. You can find an explanation for what 30 days to the end of the month means here. ### [](https://docs.hetzner.com/general/cancellation/cancellations-faq#software-licenses) Software licenses The earliest possible cancellation date for license contracts is at the end of the billing month. We invoice customers for software licenses for full calendar months. So if you cancel your license on January 3, we will still invoice you for the full month of January. ### [](https://docs.hetzner.com/general/cancellation/cancellations-faq#colocation) Colocation You can cancel your contract by writing us a support request via your [Robot](https://robot.hetzner.com/) account. Note that the cancellation periods and policies are different for colocation and dedicated root servers. With colocation, you can only cancel your contract by day, not by hour. ### [](https://docs.hetzner.com/general/cancellation/cancellations-faq#ip-addresses-and-subnets) IP addresses and subnets You can cancel these on [Robot](https://robot.hetzner.com/) by logging onto your account and navigating to the IP address and subnet. ### [](https://docs.hetzner.com/general/cancellation/cancellations-faq#custom-hardware) Custom hardware Write a support request using your [Robot](https://robot.hetzner.com/) account to cancel any custom hardware. ### [](https://docs.hetzner.com/general/cancellation/cancellations-faq#custom-network-connections--hardware) Custom network connections & hardware Write a support request using your [Robot](https://robot.hetzner.com/) account to cancel any custom network connections or networking hardware. [](https://docs.hetzner.com/general/cancellation/cancellations-faq#how-do-i-cancel-dns-entries) How do I cancel DNS entries? ---------------------------------------------------------------------------------------------------------------------------- You can delete all DNS entries via the [DNS Console](https://dns.hetzner.com/) at any time, and you can delete them effective immediately. [](https://docs.hetzner.com/general/cancellation/cancellations-faq#how-do-i-cancel-my-entire-account-and-everything-in-it) How do I cancel my entire account and everything in it? ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- The much faster and more secure way to delete your products/services with us is to use the correct customer console and cancel each thing one by one. With the consoles, you can immediately cancel most products/services. Also, by using the consoles, you may avoid making a mistake. For example, if you cancel a domain, the customer interface will prompt you to make a decision about what you want to happen to the domain after you cancel it. You may want, for example, to transfer the domain to another provider rather than to also cancel the domain's registration. With the customer console, you simply have a better overview of all of your products and services with us. ### [](https://docs.hetzner.com/general/cancellation/cancellations-faq#how-to-cancel-an-entire-account) How to cancel an entire account This is NOT the normal method for cancelling products and services with us, and is really only intended for special situations, for example, if a customer dies and their family members do not have access to the account. To cancel using this method, please do the following: 1. If you still have access to your account, write a support request using the customer console. If not, write a support request using [support@hetzner.com](mailto:support@hetzner.com) . Make sure to include information about the account, like the name on the account, your customer number, etc. (This helps us to confirm that you should have access to the account.) 2. List ALL of the products/services on the account separately. (You can find these on the invoices.) 3. State clearly that you would like to cancel ALL of those services and everything on the account, and state which date you would like the cancellation to take affect. 4. Wait for 30 days. (With this cancellation method, our [30-day-to-the-end-of-the-month policy](https://docs.hetzner.com/general/general-terms-and-conditions/30-days-to-the-end-of-the-month) is in effect.) 5. Pay any open invoices. You can pay these without access to the account using a bank/wire transfer. Make sure to include the customer number on the transfer form in the reason for the payment. 6. If you have access to the account, go [here](https://accounts.hetzner.com/account/delete) , read the information carefully, and click on "Delete account". [](https://docs.hetzner.com/general/cancellation/cancellations-faq#what-happens-to-my-data-after-the-cancellation-goes-into-effect) What happens to my data after the cancellation goes into effect? ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Do NOT cancel a product or service unless you are 100% certain that you no longer want or need the data. There is a risk that we may delete your data immediately. In reality, the deletion may occur a few hours or days later; it changes based on the product/service itself, and based on when you cancel it. However, the time will vary. So plan on your data being deleted immediately. We cannot restore data saved on services/products once you have canceled them. [](https://docs.hetzner.com/general/cancellation/cancellations-faq#what-happens-if-my-account-isnt-active-for-a-long-time) What happens if my account isn't active for a long time? ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- If you do not have any active products on the account, and you do not log into it for a year, we will send you a warning. You then have 4 weeks to log into the account to make it remain active. But if you do not log in during these 4 weeks, we will delete your entire customer account. ###### Table of Contents * [If I want to stop paying for something, do I need to cancel it?](https://docs.hetzner.com/general/cancellation/cancellations-faq#if-i-want-to-stop-paying-for-something-do-i-need-to-cancel-it) * [What is the cancellation period at Hetzner?](https://docs.hetzner.com/general/cancellation/cancellations-faq#what-is-the-cancellation-period-at-hetzner) * [Which interface to do I need to use for the cancellation?](https://docs.hetzner.com/general/cancellation/cancellations-faq#which-interface-to-do-i-need-to-use-for-the-cancellation) * [How do I cancel my Cloud servers and other Cloud products?](https://docs.hetzner.com/general/cancellation/cancellations-faq#how-do-i-cancel-my-cloud-servers-and-other-cloud-products) * [How can I cancel my Dedicated Server?](https://docs.hetzner.com/general/cancellation/cancellations-faq#how-can-i-cancel-my-dedicated-server) * [How do I cancel my Object Storage and Storage Boxes?](https://docs.hetzner.com/general/cancellation/cancellations-faq#how-do-i-cancel-my-object-storage-and-storage-boxes) * [How do I cancel web hosting, managed servers, Storage Shares, and managed domains?](https://docs.hetzner.com/general/cancellation/cancellations-faq#how-do-i-cancel-web-hosting-managed-servers-storage-shares-and-managed-domains) * [Dedicated servers, IP addresses, automated domains and other Robot products](https://docs.hetzner.com/general/cancellation/cancellations-faq#dedicated-servers-ip-addresses-automated-domains-and-other-robot-products) * [How do I cancel DNS entries?](https://docs.hetzner.com/general/cancellation/cancellations-faq#how-do-i-cancel-dns-entries) * [How do I cancel my entire account and everything in it?](https://docs.hetzner.com/general/cancellation/cancellations-faq#how-do-i-cancel-my-entire-account-and-everything-in-it) * [What happens to my data after the cancellation goes into effect?](https://docs.hetzner.com/general/cancellation/cancellations-faq#what-happens-to-my-data-after-the-cancellation-goes-into-effect) * [What happens if my account isn't active for a long time?](https://docs.hetzner.com/general/cancellation/cancellations-faq#what-happens-if-my-account-isnt-active-for-a-long-time) --- # Data Privacy FAQ - Hetzner Docs Data Privacy FAQ ================ Last change on 2025-09-19 • Created on 2020-03-18 • ID: GE-82054 [](https://docs.hetzner.com/general/general-terms-and-conditions/data-privacy-faq#introduction) Introduction ------------------------------------------------------------------------------------------------------------ Data privacy is an important topic here at Hetzner. This article provides answers to common questions regarding this topic. [](https://docs.hetzner.com/general/general-terms-and-conditions/data-privacy-faq#web-hosting-packages-and-managed-servers) Web hosting packages and managed servers: --------------------------------------------------------------------------------------------------------------------------------------------------------------------- [](https://docs.hetzner.com/general/general-terms-and-conditions/data-privacy-faq#logfiles) Logfiles ---------------------------------------------------------------------------------------------------- Log files (aka ‘logs’) are automatically created **records** kept by computers or programs. Every time something happens — for example, someone logs in, an error occurs, or a file is opened — the system writes a short note to this log file. These notes are called **log entries**; the entire file is the **log file**. Log files help system administrators and developers to: * understand what happened when something fails * understand who did what (for example, with security issues) * identify errors to fix them more easily. Each line contains: * the date and time * a description of the event * who or what triggered the event. As an example, here is an **extract from the log file** of a website hosted with Hetzner, **as displayed on our interface konsoleH**. Log files like this are one of the most important resources for gaining insight into visitor activity on websites, amongst other things. [](https://docs.hetzner.com/general/general-terms-and-conditions/data-privacy-faq#example-line-of-a-log-file) Example line of a log file ---------------------------------------------------------------------------------------------------------------------------------------- xyz.tld 0 1.2.3.4 - - [17/Jul/2024:13:52:46 +0200] "GET /test.php HTTP/2.0" 200 97017 "www.hetzner.com" "Mozilla/5.0 (X11; Linux x86_64; rv:109.0) Gecko/20100101 Firefox/115.0" **Explanation of the individual components** (from left to right: * `xyz.tld` requested domain (only available in live log) * `0` time taken to serve the request in seconds (only available in live log) * `1.2.3.4` client IP address (anonymized, **see note**) * `-` logname from identd * `-` remote user (e.g. with Basic Auth) * `17/Jul/2024:13:52:46` time the request was received * `"GET /test.php HTTP/2.0"` first line of request (method \[tells the server what to do\], destination, HTTP version) * `200` HTTP status code (here: success) * `97017` bytes sent incl. headers * `www.hetzner.com` referrer (previously visited website) * `"Mozilla/5.0 (X11; Linux x86_64; rv:109.0) Gecko/20100101 Firefox/115.0"` user agent (operating system, browser type, browser version) **Please note:** Some values are transmitted by the user or their browser itself, for example, the referrer or the user agent. If this value is not transmitted, a "-" appears in the log file. [](https://docs.hetzner.com/general/general-terms-and-conditions/data-privacy-faq#anonymization-of-ip-addresses) Anonymization of IP addresses ---------------------------------------------------------------------------------------------------------------------------------------------- We only store **anonymized IP addresses**. On the web server level, this means that instead of the actual IP address (e.g. 123.123.123.123), an address like 123.123.123.XXX is stored in the log file, where XXX is a random value between 1 and 254. It is no longer possible to identify the person from the IP address. [](https://docs.hetzner.com/general/general-terms-and-conditions/data-privacy-faq#how-long-are-log-files-stored) How long are log files stored? ----------------------------------------------------------------------------------------------------------------------------------------------- * **Mail server logs**: retention period is 7 days * **Apache logs** (access and error logs when your website is accessed): default is 7 days. You can configure the retention period yourself on konsoleH. In the menu `Settings > Account maintenance`, you can set the deletion date. * **Backups**: stored in encrypted form for 14 days [](https://docs.hetzner.com/general/general-terms-and-conditions/data-privacy-faq#awstats-and-report-magic) AWStats and Report Magic ------------------------------------------------------------------------------------------------------------------------------------ **For analyzing website access**, Hetzner provides the statistics tools AWStats and Report Magic. These programs evaluate the log files. The statistics are generated using already anonymized data. It is not possible to identify a person using the information in the statistics. You can find more information at: [https://docs.hetzner.com/konsoleh/account-management/statistics/log-files/](https://docs.hetzner.com/konsoleh/account-management/statistics/log-files/) [](https://docs.hetzner.com/general/general-terms-and-conditions/data-privacy-faq#data-processing) Data processing ------------------------------------------------------------------------------------------------------------------ ### [](https://docs.hetzner.com/general/general-terms-and-conditions/data-privacy-faq#what-is-a-data-processing-agreement-dpa) What is a data processing agreement (DPA)? When you use services that involve the processing of personal data, for example, with services provided by Hetzner Online, a DPA forms the basis of the data security understanding between you and Hetzner. The data processing agreement defines the rights and obligations between you as the “Controller/Client” and Hetzner as the “Processor/Supplier”. In the DPA, Hetzner promises, for example, to only process the personal data that you provide to us and only for the agreed purposes. We also pledge to use comprehensive measures to protect your data while processing it. You can read an overview of these measures by going to [Appendix 2 of the DPA, “Technical and Organizational Measures in Accordance with Art. 32 GDPR and Amendments”](https://www.hetzner.com/AV/DPA_en.pdf) . ### [](https://docs.hetzner.com/general/general-terms-and-conditions/data-privacy-faq#when-do-i-need-a-dpa) When do I need a DPA? In accordance with Art. 28 paragraph 3 of the EU’s General Data Protection Regulation (GDPR), you are required to have DPA if Hetzner processes personal data on your behalf. In other words, you need it if you have saved personal data on a server you rent from us or by using one of our other services. There is an exception: If you process the personal data exclusively for private reasons, you do not need to create a DPA. #### [](https://docs.hetzner.com/general/general-terms-and-conditions/data-privacy-faq#what-is-personal-data) What is “personal data”? The EU’s General Data Protection Regulation defines this term in Art. 4, No. 1. In short, personal data includes information that can be connected to a specific person, and this includes things like their names, addresses, email addresses, genders, their account numbers, and many other things. ### [](https://docs.hetzner.com/general/general-terms-and-conditions/data-privacy-faq#how-can-i-create-a-dpa-with-hetzner) How can I create a DPA with Hetzner? You can find a template for our data processing agreement at [https://www.hetzner.com/AV/DPA\_en.pdf](https://www.hetzner.com/AV/DPA_en.pdf) . You can create a DPA in a few easy steps by going to your account [on Hetzner Accounts](https://accounts.hetzner.com/account/dpa) . ### [](https://docs.hetzner.com/general/general-terms-and-conditions/data-privacy-faq#details-about-the-dpas-content) Details about the DPA’s content Types of data: In this section, you should define the types of personal data that we process as part of our contract with you. You can choose one of the pre-set types of data that we list, or you can add other types of data. Affected people: This section defines the groups of people whose personal data we process when we process data on your behalf. You can choose from a pre-set group of people that we list, or you can add other groups of people. Once you have finished creating your DPA, you will be able to see the list of types of data and affected people by going to Appendix 1 of the DPA. If, after you have generated your DPA, you decide that you need to change the types of data and/or the affected people, you can do the following: * Choice 1: Delete the existing DPA by clicking on the trash bin icon, and then create a new DPA. * Choice 2: Create a second DPA in addition to the existing one. You can create up to 6 DPAs. ### [](https://docs.hetzner.com/general/general-terms-and-conditions/data-privacy-faq#do-i-have-to-sign-the-dpa) Do I have to sign the DPA? It is not absolutely necessary for you to sign the DPA at this point because you have already given your consent when you generated your DPA via your customer account and checked the checkbox “I consent to the agreement” at the end of the DPA. ### [](https://docs.hetzner.com/general/general-terms-and-conditions/data-privacy-faq#my-organization-already-has-its-own-dpa-who-can-i-send-this-to-so-they-can-sign-it) My organization already has its own DPA. Who can I send this to so they can sign it? We do not generate or sign DPAs that individuals or organizations create for themselves. We require everyone who needs a DPA with us to create one using this link: [https://accounts.hetzner.com/account/dpa](https://accounts.hetzner.com/account/dpa) . [](https://docs.hetzner.com/general/general-terms-and-conditions/data-privacy-faq#subcontractors) Subcontractors ---------------------------------------------------------------------------------------------------------------- We work together with subcontractors to make the services that we provide as efficient as possible. Subcontractors are required by the contracts to follow data protection regulations. You can find a complete list of the subcontractors we work with [here](https://www.hetzner.com/AV/subcontractors.pdf) . [](https://docs.hetzner.com/general/general-terms-and-conditions/data-privacy-faq#locations-outside-the-eu) Locations outside the EU ------------------------------------------------------------------------------------------------------------------------------------ Important note: We have locations in the USA and Singapore just for our Cloud products. For all of our other products, our servers and all the data stored and processed on them are located within the EU. ### [](https://docs.hetzner.com/general/general-terms-and-conditions/data-privacy-faq#information-about-data-protection-at-our-us-locations) Information about data protection at our US locations **Who is my contract with?** Hetzner US LLC is a subsidiary of Hetzner Online GmbH and provides Hetzner Online with data center services in the USA. For you as a customer, it means that Hetzner Online GmbH is still the company that you have a contract with. **Which pieces of my personal data are transferred to the US?** Hetzner Online GmbH does not share your main customer account information (for example, your payment information) with Hetzner US LLC. Technical and customer support measures from our team generally occur within the EU. The only data that we share with the US is data that you as a customer have saved on your cloud servers in the USA (if you have chosen cloud servers in the USA). The Hetzner Cloud products that we provide at the locations in Ashburn, Virginia and Hillsboro, Oregon run on our own Hetzner servers that are located in data centers with third-party providers there. **Examples** To give you a better idea of what we mean, we have prepared some specific examples: * **Example 1:** » You rent a cloud server located in Falkenstein, Nuremberg, or Helsinki Your general customer account information and all the data saved on your cloud server will be saved and processed within the EU. None of your data will be saved or processed on servers outside of Europe. * **Example 2:** » You rent a cloud server in Ashburn (Virginia) and/or in Hillsboro (Oregon) Your general customer account information will be saved and stored within the EU. There is a Standard Contractual Clause (SCC) in place between Hetzner Online GmbH and Hetzner US LLC to ensure that your data at our US locations is saved and processed in accordance with the EU's General Data Protection Regulation (GDPR). By signing this agreement, Hetzner US LLC commits itself contractually to upholding the GDPR and the EU's data protection standards. (last updated 24 July 2024) Important note: In accordance with our Data Protection Agreement, you as the customer are responsible for both the data that is stored on your rented server and for the encryption of that data. The transfer of data on your rented server from the EU to the USA is based on your express consent, which you gave when you chose to rent a server at a US location. ### [](https://docs.hetzner.com/general/general-terms-and-conditions/data-privacy-faq#information-about-data-protection-at-our-singapore-location) Information about data protection at our Singapore location **Who is my contract with?** Hetzner Singapore Pte. Ltd. is a subsidiary of Hetzner Online GmbH and provides Hetzner Online with data center services in Singapore. For you as a customer, it means that Hetzner Online GmbH is still the company that you have a contract with. **Which pieces of my personal data are transferred to Singapore?** Hetzner Online GmbH does not share your main customer account information (for example, your payment information) with Hetzner Pte. Ltd. Technical and customer support measures from our team generally occur within the EU (Falkenstein, Nuremberg, and Helsinki). The only data that we share with Singapore is data that you as a customer have saved on your cloud servers in Singapore (if you have chosen cloud servers in Singapore). The Hetzner Cloud products that we provide in Singapore run on our own Hetzner servers that are located in data centers with third-party providers there. **Examples** To give you a better idea of what we mean, we have prepared some specific examples: * **Example 1** » You rent a cloud server located in Falkenstein, Nuremberg, or Helsinki Your general customer account information and all the data saved on your cloud server will be saved and processed within the EU. None of your data will be saved or processed on servers outside of Europe. * **Example 2** » You rent a cloud server in Singapore Your general customer account information will be saved and stored within the EU. To ensure that the servers at the Singapore location remain protected in accordance with the EU's General Data Protection Regulation (GDPR), Hetzner Online GmbH completed a standard contractual clause (SCC) with Hetzner Singapore Pte. Ltd. This SCC makes Hetzner Singapore Pte. Ltd. contractual obliged to uphold the regulations outlined in the GDPR. (Last updated 07 August 2024.) Important note: In accordance with our Data Protection Agreement, you as the customer are responsible for both the data that is stored on your rented server and for the encryption of that data. [](https://docs.hetzner.com/general/general-terms-and-conditions/data-privacy-faq#official-government-requests) Official government requests -------------------------------------------------------------------------------------------------------------------------------------------- We regularly receive requests from government authorities. Just like all non-European authorities, authorities in the USA and Singapore must also comply with EU regulations. In simple terms, that means: * **For our data centers in Falkenstein and Nuremberg:** We only accept requests and court orders from German authorities and courts. We do not accept requests and court orders from foreign authorities/courts. Only German authorities with a valid official request or court order are allowed access to our data centers. It is important to note that we, just like other data center providers, cannot guarantee that German authorities will not pass on any data they obtain under German law to foreign authorities on the basis of international agreements. * **For our data centers in Helsinki:** It is similar with our data center in Helsinki: We only accept requests and court orders from Finnish authorities and courts. We do not accept requests and court orders from foreign authorities/courts. Only Finnish authorities with a valid official request or court order are allowed access to our data centers. Similarly, Finnish authorities may pass on data they obtain under Finnish law to foreign authorities on the basis of international agreements. * **For our locations in the USA and Singapore:** Government authorities in the USA and Singapore do not have any direct access to the content of the data stored on your cloud servers in the EU. If you use your rented server in the USA or Singapore for unlawful purposes, we assume that there may be requests for legal assistance from authorities in the USA or Singapore. In these situations, and only in these situations, authorities are required to cooperate on the basis of international agreements. **Summary:** You as the customer have a certain degree of control over who has access to the data on your rented server. However, there is no 100% guarantee that data stored on your server will not be accessed on the basis of official requests and/or court orders, even for data completely stored and processed within the EU. If you need a company that has absolutely no connection to the USA or Singapore, then you should use a different company. There is a definite connection via Hetzner US LLC and Hetzner Singapore Pte. Ltd., and we have tried to make this connection clear from our standpoint. [](https://docs.hetzner.com/general/general-terms-and-conditions/data-privacy-faq#still-have-questions-contact-support) Still have questions? Contact support. -------------------------------------------------------------------------------------------------------------------------------------------------------------- If you have any other questions about DPAs, we will be happy to help. Please contact our data protection team at [data-protection@hetzner.com](mailto:data-protection@hetzner.com) . ###### Table of Contents * [Introduction](https://docs.hetzner.com/general/general-terms-and-conditions/data-privacy-faq#introduction) * [Web hosting packages and managed servers:](https://docs.hetzner.com/general/general-terms-and-conditions/data-privacy-faq#web-hosting-packages-and-managed-servers) * [Logfiles](https://docs.hetzner.com/general/general-terms-and-conditions/data-privacy-faq#logfiles) * [Example line of a log file](https://docs.hetzner.com/general/general-terms-and-conditions/data-privacy-faq#example-line-of-a-log-file) * [Anonymization of IP addresses](https://docs.hetzner.com/general/general-terms-and-conditions/data-privacy-faq#anonymization-of-ip-addresses) * [How long are log files stored?](https://docs.hetzner.com/general/general-terms-and-conditions/data-privacy-faq#how-long-are-log-files-stored) * [AWStats and Report Magic](https://docs.hetzner.com/general/general-terms-and-conditions/data-privacy-faq#awstats-and-report-magic) * [Data processing](https://docs.hetzner.com/general/general-terms-and-conditions/data-privacy-faq#data-processing) * [Subcontractors](https://docs.hetzner.com/general/general-terms-and-conditions/data-privacy-faq#subcontractors) * [Locations outside the EU](https://docs.hetzner.com/general/general-terms-and-conditions/data-privacy-faq#locations-outside-the-eu) * [Official government requests](https://docs.hetzner.com/general/general-terms-and-conditions/data-privacy-faq#official-government-requests) * [Still have questions? Contact support.](https://docs.hetzner.com/general/general-terms-and-conditions/data-privacy-faq#still-have-questions-contact-support) --- # Certificates - Hetzner Docs Certificates ============ Last change on 2025-10-31 • Created on 2024-07-24 • ID: GE-A42CF [](https://docs.hetzner.com/general/others/certificates#isoiec-270012022) ISO/IEC 27001:2022 -------------------------------------------------------------------------------------------- We have ISO/IEC 27001:2022 certification. You can view our certificate at [https://www.hetzner.com/assets/downloads/ISO-Certificate.pdf](https://www.hetzner.com/assets/downloads/ISO-Certificate.pdf) . You can find more information about our certificate at [https://www.hetzner.com/unternehmen/zertifizierung](https://www.hetzner.com/unternehmen/zertifizierung) . ### [](https://docs.hetzner.com/general/others/certificates#statement-of-applicability-soa) Statement of Applicability (SoA) The SoA is an internal document that we do not make available to third parties. We at Hetzner do not have any exclusions in regard to measures mentions in Annex A of ISO/IEC 27001:2022. [](https://docs.hetzner.com/general/others/certificates#technical-and-organizational-measures-toms) Technical and Organizational Measures (TOMs) ------------------------------------------------------------------------------------------------------------------------------------------------ We implement a variety of measures to ensure the security of how we process personal data. We provide an overview of our Technial and organizational measures ("TOMs" for short) in the Appendix 2 of our Data Processing Agreement. You can find more information [here](https://docs.hetzner.com/general/others/technical-and-organizational-measures/) . We arrange for our TOMs to be regularly audited by an external data protection organization. (At the moment, that is TÜV Rheinland.) We make the audit protocol available to our customers on their customer account if they have completed a Data Protection Agreement with us. It is available on customers' accounts at [https://accounts.hetzner.com/account/dpa.](https://accounts.hetzner.com/account/dpa) [](https://docs.hetzner.com/general/others/certificates#soc-2) SOC 2 -------------------------------------------------------------------- The SOC 2 is an information security standard that is most well-known in the USA, and plays a big role there. As an international web hosting company, we at Hetzner place our focus on the ISO/IEC 27001:2022 certification because it is more applicable to an international market. [](https://docs.hetzner.com/general/others/certificates#national-german-certifications-and-standards-like-the-basic-security-standards-grundschutz-from-the-german-federal-office-for-information-security-bsi-nist-and-cobit) National (German) certifications and standards, like the Basic Security Standards (Grundschutz) from the German Federal Office for Information Security (BSI), NIST, and COBIT: -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- As we already stated above, we at Hetzner place our focus on internationally recognized certificates. For that reason, we ask you to please see the information listed above under ISO/IEC 27001:2022 and our Technical and Organizational Measures. ### [](https://docs.hetzner.com/general/others/certificates#c5--digig) C5 – DigiG We already meet a number of requirements and C5 standards with our ISO/IEC 27001:2022 certificate. However we do not have C5 certification. The German Digital Act (DigiG) defines the requirements for cloud usage in the healthcare industry, including the requirement of a C5 certificate. However, the DigiG also include the option for the German Federal Ministry of Health (the BMG) to define by law which other standards besides the C5 also meeet the necessary requirements. At the beginning of January 2025, the BMG published a regulation about an alternative to C5 certification ("C5-Äquivalenz-Verordnung"). This regulation outlines which specific forms of proof are acceptable from a technical and physical point of view to demonstrate that an alternative verification method has a security level equivalent to the C5 test certificate. This regulation has not yet entered into force. It is still in the draft stage, and more specificially, it's in the stage in which German federal states and organizations can still contribute to the final version of the regulation. We at Hetzner are monitoring current developments. ### [](https://docs.hetzner.com/general/others/certificates#pci-dss-certification) PCI DSS certification The Payment Card Industry Data Security Standard (PCI DSS) is an internationally recognised security standard for companies that process or transfer credit card data. Hetzner itself does not store any credit card information. Processing is carried out exclusively by our certified German payment service provider Computop. Credit card details are entered directly into your customer account, which fully complies with the requirements of PCI DSS in its current version 4.0, Revision 1.0. [![PCI DSS compliant | usd AG](https://pci.usd.de/compliance/7429AB52-7DA7-46D7-99D8-89713ED0CB13/seal.png)](https://pci.usd.de/compliance/7429AB52-7DA7-46D7-99D8-89713ED0CB13/details_en.html "PCI DSS compliant | usd AG") ### [](https://docs.hetzner.com/general/others/certificates#emas--iso-14001) EMAS / ISO 14001 Our German locations recently gained EMAS certification for the first time. EMAS, which stands for “Eco-Management and Audit Scheme”, is a voluntary EU standard for environmental management. EMAS provides a framework for checking on the environmental practices of companies, including their management systems, transparent communications, and performance metrics. One goal of EMAS is for participating companies to continuously asses and improve their efforts. By earning EMAS certification, we at Hetzner officially commit ourselves to regularly checking on our progress, making measurable improvements, and publishing transparent reports about what we have achieved. Our participation in EMAS demonstrates our dedication to reducing our environmental footprint and to making our services as sustainable as possible. [![Alt-Text](https://docs.hetzner.com/static/0e7b30c11772795057585aa9702dcc87/a6688/EMAS_Logo.jpg)](https://files.hetzner.com/docs/Certificate_EMAS_EN_Hetzner.pdf) ###### Table of Contents * [ISO/IEC 27001:2022](https://docs.hetzner.com/general/others/certificates#isoiec-270012022) * [Technical and Organizational Measures (TOMs)](https://docs.hetzner.com/general/others/certificates#technical-and-organizational-measures-toms) * [SOC 2](https://docs.hetzner.com/general/others/certificates#soc-2) * [National (German) certifications and standards, like the Basic Security Standards (Grundschutz) from the German Federal Office for Information Security (BSI), NIST, and COBIT:](https://docs.hetzner.com/general/others/certificates#national-german-certifications-and-standards-like-the-basic-security-standards-grundschutz-from-the-german-federal-office-for-information-security-bsi-nist-and-cobit) --- # Fraud prevention FAQ - Hetzner Docs Fraud prevention FAQ ==================== Last change on 2024-02-23 • Created on 2024-02-24 • ID: GE-2DFBB [](https://docs.hetzner.com/general/others/fraud-prevention-faq#why-does-hetzner-want-to-do-a-fraud-check-for-registrations-and-orders) Why does Hetzner want to do a fraud check for registrations and orders? --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Naturally, we are thrilled that you have taken an interest in our products. We want to make the registration and ordering process as simple as possible for you. At the same time, however, it is important for us to make sure that the information you entered for your account and order is correct and authentic. That is why we use fraud prevention measures to help protect our systems and those of our customers. We understand that our fraud prevention checks may cause additional effort for you. We thank you in advance for your understanding and cooperation! [](https://docs.hetzner.com/general/others/fraud-prevention-faq#what-should-i-pay-attention-to-when-i-register-an-account) What should I pay attention to when I register an account? ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- It is important that the information you enter is **complete and correct**. Incomplete and/or false information can lead to delays with the registration process, or may lead our team to reject your account. Please, if it is possible, do **not use a free email address** (meaning an email address account that you do not pay for). And during the registration process, do **not use a VPN service**. VPNs make it more difficult for our team to verify your identity and assess the risk of fraud. If you have difficulty during the registration process, please send an email to [cda-review@hetzner.com](mailto:cda-review@hetzner.com) . [](https://docs.hetzner.com/general/others/fraud-prevention-faq#why-does-hetzner-reject-some-orders) Why does Hetzner reject some orders? ----------------------------------------------------------------------------------------------------------------------------------------- **Open invoice(s):** If you have one or more open invoices, please pay it/them. Then you can try re-doing your order. You can see an overview of your invoices at [https://accounts.hetzner.com/invoice](https://accounts.hetzner.com/invoice) . **Large or valuable first-time order:** For first-time customers, we check whether or not the number and value of the products they order seem plausible. We pay particular attention to orders for high-priced products, and orders with a large number of products or items. These orders have an increased potential for misuse. For this reason, we may not automatically process these orders or may reject them. If you think that there has been a mistake, and you should be able to make your order, please write to [cda-review@hetzner.com](mailto:cda-review@hetzner.com) . **Product type for first-time order:** Are you new to Hetzner and you want to try our products and services? Then we suggest that you try one of our lower-priced servers from our Server Auction [https://www.hetzner.com/sb/](https://www.hetzner.com/sb/) or one of our smaller cloud servers [https://www.hetzner.com/cloud/](https://www.hetzner.com/cloud/) for your first order. If you would like to have a special or custom setup, please let us know this during the ordering process. Tell us about the special setup you would like and your planned use case. That will let us manually check your order more quickly, and we may be able to advise you about your setup based on your information. ###### Table of Contents * [Why does Hetzner want to do a fraud check for registrations and orders?](https://docs.hetzner.com/general/others/fraud-prevention-faq#why-does-hetzner-want-to-do-a-fraud-check-for-registrations-and-orders) * [What should I pay attention to when I register an account?](https://docs.hetzner.com/general/others/fraud-prevention-faq#what-should-i-pay-attention-to-when-i-register-an-account) * [Why does Hetzner reject some orders?](https://docs.hetzner.com/general/others/fraud-prevention-faq#why-does-hetzner-reject-some-orders) --- # Hetzner pricing - Hetzner Docs Hetzner pricing =============== Last change on 2025-08-12 • Created on 2020-03-25 • ID: GE-7A378 [](https://docs.hetzner.com/general/others/hetzner-pricing#introduction) Introduction ------------------------------------------------------------------------------------- There are some people who, when viewing our website or hearing about us for the first time, have a hard time believing that we can offer such great servers and support at such a low price. This article sheds some light on the reasons behind the amazing price/performance ratio we offer. [](https://docs.hetzner.com/general/others/hetzner-pricing#data-centers) Data centers ------------------------------------------------------------------------------------- It all starts from the ground up. Not only do we own our own data centers, we also own the land they are built on. Hetzner was founded in 1997, and after more than 10 years of success in the web hosting business, we decided to start building our own data centers. Having spent years setting up and configuring data centers within existing buildings, we knew all about the compromises that entailed. Those years gave us the experience to know exactly what we wanted from a data center. The first new data center was completed in 2009. Since then, we have operated three large data center parks. Two in germany (Falkenstein/Vogtl. and Nuremberg) and one in Finland (Helsinki). We have become experts at building these data centers; instead of outsourcing the work, we staff our own building crew. We have electricians, electrical engineers, technicians for air conditioning and other systems, construction supervisors, architects and many, many more. This gives us complete and total control over what we design and build. We also have our own trucks to transport servers to our different data centers. Simply put, we do as much in-house as we can. By building our own data centers, we are able to influence every single aspect of them. One great example of this is the energy efficiency of our data centers. Each kWh of electricity which we do not use enables us to offer our products and services at a lower price. [](https://docs.hetzner.com/general/others/hetzner-pricing#servers) Servers --------------------------------------------------------------------------- It is our aim to offer servers with an excellent price/performance ratio. We do this using a whole series of measures. First of all, we build the servers ourselves. Most people know that building your own computer is cheaper than buying a pre-built one. The same principle applies to servers. Building our own servers also means we have full control over what goes into them. We select our server components very carefully, and do so on the basis of four aspects: * Performance * Price * Power consumption * Quality (robustness) We do not spend a lot of money on nice 1U 19" rack mount cases. Nobody but our technicians see those cases anyway, and we do not need to spend a lot of money on features we do not need. We use an easy, custom made case, which is specially designed for our airflow requirements and comes with a high efficiency and long lasting power supply. Some of our servers also are case-less, further cutting down on the cost of materials and on energy consumption. The way we spend our money is based on our many years of experience in the web hosting market. For example, we only use Juniper gear in our backbone; we use fully-redundant boxes, and even then, we use two of them in every location to achieve another level of redundancy. However, we still cannot guarantee a 100% stable and hassle-free network, but we are extremely proud of what we can offer at our prices, and our clients are quite happy with our network. We could spend a lot of money on improving our network by just a tiny bit, but we would rather spend our money more efficiently. [](https://docs.hetzner.com/general/others/hetzner-pricing#prices) Prices ------------------------------------------------------------------------- Our prices are based on the actual cost of the server and the support. We try not to cross subsidize our products or services. If we consider the typical lifecycle of a server, the highest costs arise from the moment when new hardware is purchased. Also, the depreciation of a server is by far the largest during its first month of operation. Therefore, we charge a setup fee for most of our servers (older servers tend not to have a setup fee). There are a number of competitors who offer servers without a setup fee, and some even offer heavily-reduced monthly prices for the first few months. This pricing strategy is completely opposite to the actual costs involved in running a data center, and must be made up in some other way. We feel that the best price/performance ratio lies in keeping our price structure as close to our internal costs as possible. Many clients ask us about discounts on the setup fee. Each reduction in the setup fee of a server means we need to set the base (monthly/hourly) price of the server high enough so that we do not lose any money on discounted servers. The moment we were to offer discounts would also automatically mean that we would need to ask for higher monthly/hourly prices. These are strategic decisions which make the business process fast and uncomplicated and ultimately also very efficient. We do not need to spend any time haggling or trying to convince clients of our special deals. Clients do not need to wonder if they are getting the best deal; every deal is the best deal. Keeping our monthly prices low also means that the longer a customer uses a server, the more they save. [](https://docs.hetzner.com/general/others/hetzner-pricing#conclusion) Conclusion --------------------------------------------------------------------------------- The information on this page gives customers a glimpse into our pricing structure and shows how we can offer such a great price/performance ratio. Clients can decide if our concept fits their needs. We know that we are not able to handle 100% of clients' requirements; in fact, we do not even try to do that. We try to handle around 95% of potential clients (the mainstream) and do that in an efficient and reliable way. If you are uncertain about us, simply give us a try. You can cancel your server at any time and with hour-based billing. So if you don't like us, it is easy to move on. ###### Table of Contents * [Introduction](https://docs.hetzner.com/general/others/hetzner-pricing#introduction) * [Data centers](https://docs.hetzner.com/general/others/hetzner-pricing#data-centers) * [Servers](https://docs.hetzner.com/general/others/hetzner-pricing#servers) * [Prices](https://docs.hetzner.com/general/others/hetzner-pricing#prices) * [Conclusion](https://docs.hetzner.com/general/others/hetzner-pricing#conclusion) --- # Accounts Panel - Hetzner Docs #### Accounts Panel Information on pricing, billing and VAT, etc. ##### Accounts * [Login-OTP](https://docs.hetzner.com/accounts-panel/accounts/login-otp) * [Payment FAQ](https://docs.hetzner.com/accounts-panel/accounts/payment-faq) * [Promo codes in your Hetzner account](https://docs.hetzner.com/accounts-panel/accounts/promo-code) * [Support OTP](https://docs.hetzner.com/accounts-panel/accounts/support-otp) * [Two-factor authentication](https://docs.hetzner.com/accounts-panel/accounts/two-factor-authentication) --- # DNS Console - Hetzner Docs #### DNS Console Here you can find information on the deprecated DNS in DNS Console. For information on DNS in Hetzner Console, go to Network & Security at https://docs.hetzner.com/networking/dns ##### DNS * [DNS Overview](https://docs.hetzner.com/dns-console/dns/general/dns-overview) * [Getting started](https://docs.hetzner.com/dns-console/dns/general/getting-started-dns) * [What has changed](https://docs.hetzner.com/dns-console/dns/general/what-has-changed) * [API access token](https://docs.hetzner.com/dns-console/dns/general/api-access-token) * [DNS zone file](https://docs.hetzner.com/dns-console/dns/general/zone-file-example) [View more](https://docs.hetzner.com/dns-console/dns) --- # Network & Security - Hetzner Docs #### Network & Security Information on DNS, Networks and Load Balancers in Hetzner Console ##### Networks * [DHCP Bugfix](https://docs.hetzner.com/networking/networks/changes/dhcp-bugfix) * [Creating a Network](https://docs.hetzner.com/networking/networks/getting-started/creating-a-network) * [Architecture](https://docs.hetzner.com/networking/networks/technical-concepts/architecture) * [Terminology](https://docs.hetzner.com/networking/networks/technical-concepts/terminology) * [MTU](https://docs.hetzner.com/networking/networks/troubleshooting/mtu) [View more](https://docs.hetzner.com/networking/networks) ##### Load Balancers * [Creating a Load Balancer](https://docs.hetzner.com/networking/load-balancers/getting-started/creating-a-load-balancer) * [Overview](https://docs.hetzner.com/networking/load-balancers/overview) * [FAQ](https://docs.hetzner.com/networking/load-balancers/faq) [View more](https://docs.hetzner.com/networking/load-balancers) ##### DNS * [Migration](https://docs.hetzner.com/networking/dns/faq/beta) * [General](https://docs.hetzner.com/networking/dns/faq/general) * [Zones](https://docs.hetzner.com/networking/dns/faq/zones) * [Records](https://docs.hetzner.com/networking/dns/faq/records) * [Name servers](https://docs.hetzner.com/networking/dns/faq/nameservers) [View more](https://docs.hetzner.com/networking/dns) --- # Storage - Hetzner Docs #### Storage Information on Object Storage, Storage Share, Storage Box ##### General * [Which storage is right for me?](https://docs.hetzner.com/storage/general/which-storage-is-right-for-me) ##### Object Storage * [General](https://docs.hetzner.com/storage/object-storage/faq/general) * [S3 credentials](https://docs.hetzner.com/storage/object-storage/faq/s3-credentials) * [Buckets & objects](https://docs.hetzner.com/storage/object-storage/faq/buckets-objects) * [Generating S3 keys](https://docs.hetzner.com/storage/object-storage/getting-started/generating-s3-keys) * [Using S3 compatible CLI tools](https://docs.hetzner.com/storage/object-storage/getting-started/using-s3-api-tools) [View more](https://docs.hetzner.com/storage/object-storage) ##### Storage Box * [FAQ](https://docs.hetzner.com/storage/storage-box/faq/faq) * [Storage Box vs Storage Share](https://docs.hetzner.com/storage/storage-box/faq/storage-box-vs-storage-share) * [Creating a Storage Box](https://docs.hetzner.com/storage/storage-box/getting-started/creating-a-storage-box) * [Creating snapshots](https://docs.hetzner.com/storage/storage-box/getting-started/creating-snapshots) * [Access overview](https://docs.hetzner.com/storage/storage-box/access/access-overview) [View more](https://docs.hetzner.com/storage/storage-box) ##### Storage Share * [Desktop / Mobile Client](https://docs.hetzner.com/storage/storage-share/configuration/desktop-mobile-client) * [Mount external storage](https://docs.hetzner.com/storage/storage-share/configuration/external-storage) * [OCC Commands](https://docs.hetzner.com/storage/storage-share/configuration/occ-commands) * [Subdomains](https://docs.hetzner.com/storage/storage-share/configuration/subdomain) * [Additional apps](https://docs.hetzner.com/storage/storage-share/faq/additional-apps) [View more](https://docs.hetzner.com/storage/storage-share) --- # Cloud - Hetzner Docs #### Cloud Information on Cloud products; how to use Hetzner Console; functionality; billing; future plans and how to use the API ##### General * [FAQ](https://docs.hetzner.com/cloud/general/faq) * [Locations](https://docs.hetzner.com/cloud/general/locations) ##### Billing * [FAQ](https://docs.hetzner.com/cloud/billing/faq) ##### Servers * [Creating a Server](https://docs.hetzner.com/cloud/servers/getting-started/creating-a-server) * [Connecting to your Server](https://docs.hetzner.com/cloud/servers/getting-started/connecting-to-the-server) * [Connecting to a Server via its private IP](https://docs.hetzner.com/cloud/servers/getting-started/connecting-via-private-ip) * [Creating Primary IPs](https://docs.hetzner.com/cloud/servers/getting-started/creating-primary-ips) * [Enabling Backups](https://docs.hetzner.com/cloud/servers/getting-started/enabling-backups) [View more](https://docs.hetzner.com/cloud/servers) ##### Apps * [Coolify](https://docs.hetzner.com/cloud/apps/list/coolify) * [Docker CE](https://docs.hetzner.com/cloud/apps/list/docker-ce) * [GitLab CE](https://docs.hetzner.com/cloud/apps/list/gitlab-ce) * [Jitsi Meet](https://docs.hetzner.com/cloud/apps/list/jitsi-meet) * [LAMP Stack](https://docs.hetzner.com/cloud/apps/list/lamp-stack) [View more](https://docs.hetzner.com/cloud/apps) ##### Volumes * [Creating a Volume](https://docs.hetzner.com/cloud/volumes/getting-started/creating-a-volume) * [Overview](https://docs.hetzner.com/cloud/volumes/overview) * [FAQ](https://docs.hetzner.com/cloud/volumes/faq) [View more](https://docs.hetzner.com/cloud/volumes) ##### Firewalls * [Creating a Firewall](https://docs.hetzner.com/cloud/firewalls/getting-started/creating-a-firewall) * [Overview](https://docs.hetzner.com/cloud/firewalls/overview) * [FAQ](https://docs.hetzner.com/cloud/firewalls/faq) [View more](https://docs.hetzner.com/cloud/firewalls) ##### Floating IPs * [Adding a Floating IP](https://docs.hetzner.com/cloud/floating-ips/getting-started/adding-a-floating-ip) * [Overview](https://docs.hetzner.com/cloud/floating-ips/overview) * [FAQ](https://docs.hetzner.com/cloud/floating-ips/faq) * [Floating IP Persistent](https://docs.hetzner.com/cloud/floating-ips/persistent-configuration) [View more](https://docs.hetzner.com/cloud/floating-ips) ##### Placement Groups * [Overview](https://docs.hetzner.com/cloud/placement-groups/overview) * [FAQ](https://docs.hetzner.com/cloud/placement-groups/faq) ##### API * [Generating an API token](https://docs.hetzner.com/cloud/api/getting-started/generating-api-token) * [Using the API](https://docs.hetzner.com/cloud/api/getting-started/using-api) * [FAQ](https://docs.hetzner.com/cloud/api/faq) [View more](https://docs.hetzner.com/cloud/api) ##### Technical Details * [FAQ](https://docs.hetzner.com/cloud/technical-details/faq) --- # konsoleH - Hetzner Docs #### konsoleH Information about konsoleH products and their use; Managed Server, Webmail ##### General * [Invoicing](https://docs.hetzner.com/konsoleh/general/administration/billing) * [Account details](https://docs.hetzner.com/konsoleh/general/administration/account-details) * [Account maintenance](https://docs.hetzner.com/konsoleh/general/administration/account-maintenance) * [Terms and conditions](https://docs.hetzner.com/konsoleh/general/contract/terms-and-conditions) * [Account migration](https://docs.hetzner.com/konsoleh/general/faq/account-migration) [View more](https://docs.hetzner.com/konsoleh/general) ##### Account Management * [Access details](https://docs.hetzner.com/konsoleh/account-management/access-details/login-data) * [Block and unblock](https://docs.hetzner.com/konsoleh/account-management/configuration/block) * [Cron Job Manager](https://docs.hetzner.com/konsoleh/account-management/configuration/cronmanager) * [DNS Administration](https://docs.hetzner.com/konsoleh/account-management/configuration/dnsadministration) * [Node.js Configuration](https://docs.hetzner.com/konsoleh/account-management/configuration/nodejs) [View more](https://docs.hetzner.com/konsoleh/account-management) ##### Domain * [Auth code in konsoleH](https://docs.hetzner.com/konsoleh/domain/auth-code-konsoleh) * [Contact details verification konsoleH](https://docs.hetzner.com/konsoleh/domain/verification-of-contact-details) * [Domain price adjustments](https://docs.hetzner.com/konsoleh/domain/domain-price-adjustments) * [Domain-FAQ](https://docs.hetzner.com/konsoleh/domain/konsoleh-domain-faq) ##### Server Management * [General FAQ](https://docs.hetzner.com/konsoleh/server-management/faq/general-faq) * [Installation of common software](https://docs.hetzner.com/konsoleh/server-management/faq/installation-of-common-software) * [Reseller packages](https://docs.hetzner.com/konsoleh/server-management/resellers/resellerpackages) * [Reseller personalization](https://docs.hetzner.com/konsoleh/server-management/resellers/reseller-personalization) * [DNS Administration](https://docs.hetzner.com/konsoleh/server-management/settings/dnsadministration) [View more](https://docs.hetzner.com/konsoleh/server-management) ##### SSL * [General information](https://docs.hetzner.com/konsoleh/ssl/general-information) * [SSL certificates](https://docs.hetzner.com/konsoleh/ssl/certificates) * [SSL Guide](https://docs.hetzner.com/konsoleh/ssl/ssl-guide) --- # Robot - Hetzner Docs #### Robot Robot is Hetzner's administration panel for Dedicated Root Servers, Colocation, Storage Boxes, and domains (via the Domain Registration Robot add-on). ##### General * [Windows Pricing 2022](https://docs.hetzner.com/robot/general/pricing/windows-2022-pricing) * [Windows Pricing 2025](https://docs.hetzner.com/robot/general/pricing/windows-2025-pricing) * [Change access data](https://docs.hetzner.com/robot/general/change-access-data) * [Overview](https://docs.hetzner.com/robot/general/overview) * [Rackspot reservation](https://docs.hetzner.com/robot/general/rackspot-reservation) [View more](https://docs.hetzner.com/robot/general) ##### Colocation * [Carrier Neutral Colocation Area](https://docs.hetzner.com/robot/colocation/carrier-neutral-colocation-area) * [FAQ](https://docs.hetzner.com/robot/colocation/faq) * [Special offers](https://docs.hetzner.com/robot/colocation/pricing) ##### Dedicated Server * [Dedicated Server Hardware – Overview](https://docs.hetzner.com/robot/dedicated-server/dedicated-server-hardware/dedicated-server-hardware-overview) * [Minimum hardware configuration](https://docs.hetzner.com/robot/dedicated-server/dedicated-server-hardware/minimum-hardware-configuration) * [Price Dedicated Server Addons](https://docs.hetzner.com/robot/dedicated-server/dedicated-server-hardware/price-server-addons) * [Upgrading Dedicated servers: options, procedure and requirements](https://docs.hetzner.com/robot/dedicated-server/dedicated-server-hardware/dedicated-server-upgrade) * [Dell PowerEdge Quickstart Guide](https://docs.hetzner.com/robot/dedicated-server/dell-quickstart/dell-poweredge-quickstart-guide) [View more](https://docs.hetzner.com/robot/dedicated-server) ##### Domain Registration Robot * [DNS delegating](https://docs.hetzner.com/robot/domain-registration-robot/dns/dns-delegating) * [Getting started](https://docs.hetzner.com/robot/domain-registration-robot/getting-started) * [Contact information verification](https://docs.hetzner.com/robot/domain-registration-robot/contact-information-verification) * [Domain Robot Error FAQ](https://docs.hetzner.com/robot/domain-registration-robot/error-faq) * [Domain Robot FAQ](https://docs.hetzner.com/robot/domain-registration-robot/faq) [View more](https://docs.hetzner.com/robot/domain-registration-robot) --- # Log files - Hetzner Docs Log files ========= Last change on 2021-07-07 • Created on 2020-01-20 • ID: KO-A6D2D [](https://docs.hetzner.com/konsoleh/account-management/statistics/log-files/#evaluating-log-files-for-your-domain) Evaluating log files for your domain -------------------------------------------------------------------------------------------------------------------------------------------------------- To retrieve visitor statistics, first log on to [konsoleH](https://konsoleh.your-server.de/) . * Click on **"Statistics and Reports"**. * Next select either **"Report Magic"** or **"AWStats"**. If you want to evaluate your log files daily using your own program, you can find the log files in the directory **"www\_logs"**. You can access this using your main FTP user. Note: The log files usually become available at approximately 01:00 AM on the next day. After the log files reach a certain size, the are are automatically zipped. You can see live logs on konsoleH by going to **"Statistics"**;**"Live logs"**. > > > > > > > konsoleh/account-management/statistics/log-files/log-files.md ###### Table of Contents * [Evaluating log files for your domain](https://docs.hetzner.com/konsoleh/account-management/statistics/log-files#evaluating-log-files-for-your-domain) --- # Server transfers between Robot customers - Hetzner Docs Server transfers between Robot customers ======================================== Last change on 2025-06-17 • Created on 2021-06-18 • ID: RO-9D134 This article explains how Robot customers can transfer dedicated root servers to each other. Many people use the "Marktplatz" on the Hetzner Forum to communicate about transfer offers. But you can also transfer a server to another Robot customer without using the Forum [(see below)](https://docs.hetzner.com/robot/dedicated-server/general-information/server-transfers-between-robot-customers#transfer-without-the-marktplatz) . You can usually do the transfer without any help from the Support Team. [](https://docs.hetzner.com/robot/dedicated-server/general-information/server-transfers-between-robot-customers#transfer-with-the-marktplatz) Transfer with the "Marktplatz" ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------- To communicate with people on the Hetzner Forum, you first need an [account](https://forum.hetzner.com/) . The Forum is a great place to chat with other Hetzner customers, some of whom have been using Hetzner products for years. Since Hetzner started in Germany, many of its long-time users are German; that's why you will see so many German speakers in the Forum. However, most users also speak good English. So you can start threads in any part of the Forum in English. The Forum is a great place to share tips and tricks, or to ask for a bit of help if you are stuck trouble-shooting an issue. You can also get the latest Hetzner news and give us direct feedback. Create an account 1. First, if you prefer English, change the language in the top right corner. Then, click on the grey "Register Yourself" button. 2. Accept the disclaimer and read the Forum rules. Then pick a username and password. (Do NOT use your Hetzner customer account number for either one of these.) 3. Fill out the form below. (We use this information mostly to confirm that you are a Hetzner customer. Other Forum users will not be able to see your personal information. Once you have an account, you can decide what information to make visible in your account settings.) 4. Wait for us to authenticate the account. (This may take 1 business day.) #### [](https://docs.hetzner.com/robot/dedicated-server/general-information/server-transfers-between-robot-customers#change-language-if-necessary) Change language (if necessary) When you log into the Forum, you will see the dashboard. If you need to change the language on your profile to English, here is how you do it. * Click on your profile picture in the top right. Then you will see a pop-up window. * Look for "Einstellungen" and, just underneath that, click on "Allgemein". * That will take you to the general settings. At the top, you will see "Sprache" and the German flag next to "Deutsch". Click here to change it to English. * Then scroll down to the bottom of the page and click on the yellow "Absenden" button. ### [](https://docs.hetzner.com/robot/dedicated-server/general-information/server-transfers-between-robot-customers#visit-the-marktplatz) Visit the "Marktplatz" In the top left corner of the Forum, click on "Forum", then scroll down until you see the "Community" heading. Underneath that, you will see "Marktplatz". (This is just the German word for "marketplace"). Click on it. You will then see the latest threads for the "Marktplatz". Then look at the [best practices](https://forum.hetzner.com/index.php?thread/28093-marktplatz-best-practices-english-and-german/) and the [transfer procedure](https://forum.hetzner.com/index.php?thread/28092-transfer-procedure-transfer-verfahren/) . [](https://docs.hetzner.com/robot/dedicated-server/general-information/server-transfers-between-robot-customers#transfer-without-the-marktplatz) Transfer without the "Marktplatz" ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- You can transfer a server to another Robot customer that you already have contact with, for example, a friend, colleague, or someone else you know. You just need to communicate with them about the price and other details. Transfer procedure: * Person A = current server owner * Person B = future server owner ### [](https://docs.hetzner.com/robot/dedicated-server/general-information/server-transfers-between-robot-customers#steps-for-the-transfer) Steps for the transfer 1. Person A and Person B communicate about the possible transfer until they reach an agreement. 2. On Robot, Person A creates a transfer token for the correct server on their account. To do that go to (via "Servers"->choose server->"Transfer"->"Create token") and copy it. (The transfer token has a 7-day limit. So you should only create it AFTER you have found someone who wants your server. It you wait after 7 days, Robot will not approve of the transfer, and you will need to start the process again.) 3. Using Robot, Person A sends the token to Person B. 4. Person B goes to their account on Robot and enters the transfer token under "Servers"->"Server transfers". 5. Person A confirms that they agree to the transfer on Robot. (Go to "Servers"->choose server->"Transfer"-> approve the transfer with "ACK".) During the transfer, Robot will automatically delete any of the following that exist on Person A's server: * access for additional admins * telephone passwords * checks for system monitoring If Person B wants to add these, they will need to do that on their own after the transfer is complete. However, rDNS entries for the server will remain in place for Person B to use if they wish. Nothing else on the server will change. Hetzner's support team will not install any new operating systems or delete any data. All addons, IP addresses, etc. that are connected to the server will be included in the transfer. During the transfer process, Person B will see a full list on Robot of the addons included in the transfer. To transfer a server, Person A must have had the server for at least 31 days, and they may not transfer a server that they have cancelled. ### [](https://docs.hetzner.com/robot/dedicated-server/general-information/server-transfers-between-robot-customers#invoicing) Invoicing When Person A transfers the server to Person B, Hetzner’s [normal billing methods](https://docs.hetzner.com/accounts-panel/accounts/payment-faq#how-does-hetzner-calculate-its-billing) will apply to both people. Person A will only pay for the time BEFORE the transfer, and Person B will only pay for the time AFTER the transfer. Each person will pay the hourly or monthly rate depending on how long they have the server. ### [](https://docs.hetzner.com/robot/dedicated-server/general-information/server-transfers-between-robot-customers#restriction-on-server-transfers) Restriction on server transfers Servers connected to a private network (private physical switch or vSwitch) cannot be transferred between Robot accounts. It is also not possible to integrate another customer's server into your own private network. ###### Table of Contents * [Transfer with the "Marktplatz"](https://docs.hetzner.com/robot/dedicated-server/general-information/server-transfers-between-robot-customers#transfer-with-the-marktplatz) * [Transfer without the "Marktplatz"](https://docs.hetzner.com/robot/dedicated-server/general-information/server-transfers-between-robot-customers#transfer-without-the-marktplatz) --- # FAQ Primary IPv4 - Hetzner Docs FAQ Primary IPv4 ================ Last change on 2025-06-03 • Created on 2021-12-06 • ID: RO-A36E4 In recent years, the prices for IPv4 addresses have steadily increased. And since not all of our customers need or want an IPv4 address, we have now introduced the new product for our dedicated root servers, the Primary IPv4 Addon. Now, you can decide for yourself whether you want or need the IPv4. [](https://docs.hetzner.com/robot/dedicated-server/ip/faq-primary-ipv4/#what-has-changed-about-ip-addresses) What has changed about IP addresses? ------------------------------------------------------------------------------------------------------------------------------------------------- In the past, there was an IPv4 address and an IPv6 subnet included in the price of our servers. Some dedicated root servers are now available with IPv6 and an optional Primary IPv4 Addon. We have subtracted the cost of the IPv4 Addon from the original price of the server. Both products will now be separate items on our invoices. Now when you order a server, you can choose to add or remove an IPv4 address from the server. If you choose to order your server without an IPv4 Addon, you will still get an IPv6 subnet (and thus a public network) with it. After the order has been placed, it is still possible to add or remove the Addon. [](https://docs.hetzner.com/robot/dedicated-server/ip/faq-primary-ipv4/#what-about-servers-that-i-already-have) What about servers that I already have? ------------------------------------------------------------------------------------------------------------------------------------------------------- This change also affects your existing dedicated servers; the IPv4 addresses on them will now be a separate product. The IP address for each server will be listed as a separate item called Addon on your invoice and in Robot. The price of the server is now cheaper. The price of the server plus the IPv4 Addon is the same as the old price. [](https://docs.hetzner.com/robot/dedicated-server/ip/faq-primary-ipv4/#what-do-i-need-to-consider-when-i-place-a-new-order) What do I need to consider when I place a new order? --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- By default, when you configure a server, the IPv4 Addon will be added. For almost all of our products, you can remove the IPv4 Addon. For technical reasons, our software products Windows and cPanel require an IPv4 address, so it is not possible to remove the IPv4 address from them. [](https://docs.hetzner.com/robot/dedicated-server/ip/faq-primary-ipv4/#can-i-add-the-ipv4-addon-to-or-remove-it-from-my-existing-servers) Can I add the IPv4 Addon to or remove it from my existing servers? ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Yes, you can. Like other Addons, you can order an IPv4 address for your existing servers. And if you no longer want or need the IPv4 Addon, you can easily cancel it. If you order an Addon for an existing server, you will have to configure it yourself. You can use our [guide](https://docs.hetzner.com/robot/dedicated-server/ip/additional-ip-adresses/#individual-addresses) . As soon as you cancel the IPv4 Addon of your server, it will be deleted from your account, and we will stop invoicing you for it. [](https://docs.hetzner.com/robot/dedicated-server/ip/faq-primary-ipv4/#which-products-are-available-without-ipv4-addresses) Which products are available without IPv4 addresses? --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- For technical reasons, all of our DELL and Mac Mini products require an IPv4 address, so it is not possible to remove the IPv4 address from them. You can use all other dedicated root servers without a Primary IPv4. [](https://docs.hetzner.com/robot/dedicated-server/ip/faq-primary-ipv4/#what-about-when-i-make-orders-using-the-robot-web-service) What about when I make orders using the Robot Web Service? --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- In order to allow enough time for you to make any necessary adjustments, there will be no changes on our web service for now. The servers and the server prices will continue to include the IPv4 address. In Robot, however, they will be shown as two products and the IPv4 Addon will already be billed separately. Early 2022, we will introduce the possibility to order IPv6 only servers on the web service too. [](https://docs.hetzner.com/robot/dedicated-server/ip/faq-primary-ipv4/#what-limitations-are-there-for-servers-that-just-have-an-ipv6) What limitations are there for servers that just have an IPv6? ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- On Robot, you can only use the [firewall](https://docs.hetzner.com/robot/dedicated-server/firewall/) feature to a limited extent. You can find more information at [https://docs.hetzner.com/robot/dedicated-server/firewall#limitations-ipv6](https://docs.hetzner.com/robot/dedicated-server/firewall#limitations-ipv6) . [Additional IPv4 addresses](https://docs.hetzner.com/robot/dedicated-server/ip/additional-ip-adresses/#individual-addresses) , [IPv4 subnets](https://docs.hetzner.com/robot/dedicated-server/ip/additional-ip-adresses/#subnets) and [Failover-IPs](https://docs.hetzner.com/robot/dedicated-server/ip/failover) are technically dependent on a server having a main IPv4 and are also not available without one. We are already planning some additional features for IPv6. [](https://docs.hetzner.com/robot/dedicated-server/ip/faq-primary-ipv4/#where-can-i-get-answers-to-other-questions) Where can I get answers to other questions? --------------------------------------------------------------------------------------------------------------------------------------------------------------- Please log onto your [Robot account](https://robot.hetzner.com/support) and write a quick support request there. We will be happy to help. ###### Table of Contents * [What has changed about IP addresses?](https://docs.hetzner.com/robot/dedicated-server/ip/faq-primary-ipv4#what-has-changed-about-ip-addresses) * [What about servers that I already have?](https://docs.hetzner.com/robot/dedicated-server/ip/faq-primary-ipv4#what-about-servers-that-i-already-have) * [What do I need to consider when I place a new order?](https://docs.hetzner.com/robot/dedicated-server/ip/faq-primary-ipv4#what-do-i-need-to-consider-when-i-place-a-new-order) * [Can I add the IPv4 Addon to or remove it from my existing servers?](https://docs.hetzner.com/robot/dedicated-server/ip/faq-primary-ipv4#can-i-add-the-ipv4-addon-to-or-remove-it-from-my-existing-servers) * [Which products are available without IPv4 addresses?](https://docs.hetzner.com/robot/dedicated-server/ip/faq-primary-ipv4#which-products-are-available-without-ipv4-addresses) * [What about when I make orders using the Robot Web Service?](https://docs.hetzner.com/robot/dedicated-server/ip/faq-primary-ipv4#what-about-when-i-make-orders-using-the-robot-web-service) * [What limitations are there for servers that just have an IPv6?](https://docs.hetzner.com/robot/dedicated-server/ip/faq-primary-ipv4#what-limitations-are-there-for-servers-that-just-have-an-ipv6) * [Where can I get answers to other questions?](https://docs.hetzner.com/robot/dedicated-server/ip/faq-primary-ipv4#where-can-i-get-answers-to-other-questions) --- # Overview - Hetzner Docs Overview ======== Last change on 2024-12-02 • Created on 2022-06-28 • ID: CL-45586 [](https://docs.hetzner.com/cloud/servers/primary-ips/overview#primary-ips) Primary IPs --------------------------------------------------------------------------------------- Primary IPs are public IP addresses (IPv4, IPv6) for cloud servers. Cloud servers do not have a public network interface unless at least one Primary IP is assigned to them. Both resources can be managed independently. This means that it is possible to create Primary IPs without assigning them to a cloud server. And you can create cloud servers with or without assigning public IP addresses (Primary IPs) to them. As long as the power state of existing servers is "off", you can freely add, remove or replace the Primary IPs of those servers. To assign a Primary IPv6 after the initial server creation, you need to do a basic manual [configuration](https://docs.hetzner.com/cloud/servers/primary-ips/primary-ip-configuration) . Every cloud server can have a total of one Primary IP per type (IPv4, IPv6). [](https://docs.hetzner.com/cloud/servers/primary-ips/overview#pricing) Pricing ------------------------------------------------------------------------------- * We do not charge for our Primary IPv6s. * We charge € 0.50 / $ 0.60 per month (excl. VAT) for our Primary IPv4s. | Name | Price\* | | | --- | --- | --- | | IPv4 | € 0.0008 / h
$ 0.0010 / h | € 0.50 / mo
$ 0.60 / mo | | IPv6 | free | free | \*All prices excl. VAT. [](https://docs.hetzner.com/cloud/servers/primary-ips/overview#resources-and-attributes) Resources and attributes ----------------------------------------------------------------------------------------------------------------- The following resources and attributes are associated with this feature: * [Cloud Servers](https://docs.hetzner.com/cloud/servers/overview) [](https://docs.hetzner.com/cloud/servers/primary-ips/overview#limits) Limits ----------------------------------------------------------------------------- * Up to 1 Primary IPv4 per server * Up to 1 Primary IPv6 per server * Total limit of Primary IPs: Server limit multiplied by 2 (Example: server limit 10 \*2 → max. 20 Primary IPs) * Up to 1 server can be assigned at a time ###### Table of Contents * [Primary IPs](https://docs.hetzner.com/cloud/servers/primary-ips/overview#primary-ips) * [Pricing](https://docs.hetzner.com/cloud/servers/primary-ips/overview#pricing) * [Resources and attributes](https://docs.hetzner.com/cloud/servers/primary-ips/overview#resources-and-attributes) * [Limits](https://docs.hetzner.com/cloud/servers/primary-ips/overview#limits) --- # Mailsicherheit - Hetzner Docs Mailsicherheit ============== Geändert am 17.11.2020 • Erstellt am 20.01.2020 • ID: KO-0C17B Hier können Sie verschiedene Einstellungen zur Verbesserung der Sicherheit bzw. Authentizität Ihrer Mail-Domain treffen. In erster Linie gilt es hier zu verhindern, dass Spammer Ihre Domain zum Versand von E-Mails mit gefälschten Absenderadressen verwenden können. Hierzu stehen Ihnen mit DKIM und SPF-Records zwei Protokolle zur Sicherung der Authentizität Ihrer E-Mails zur Verfügung. [](https://docs.hetzner.com/de/konsoleh/account-management/email/mailsecurity#dkim---domainkeys-identified-mail) DKIM - DomainKeys Identified Mail -------------------------------------------------------------------------------------------------------------------------------------------------- DKIM ist ein Identifikationsprotokoll zur Sicherstellung der Authentizität von E-Mail-Absendern. Hierbei wird mit Hilfe asymmetrischer Verschlüsselung eine Signatur an alle Ihre ausgehenden E-Mails angehängt, welche von empfangenden Mailserver überprüft und validiert werden kann. Somit kann festgestellt werden, ob eine Mail tatsächlich von Ihrer Domain versandt und auf ihrem Weg nicht durch Dritte verändert wurde. ### [](https://docs.hetzner.com/de/konsoleh/account-management/email/mailsecurity#wie-funktioniert-dkim) Wie funktioniert DKIM Zur automatischen Signatur Ihrer E-Mails benötigen Sie ein Schlüsselpaar bestehend aus privatem und öffentlichem Schlüssel. Der private Schlüssel wird dabei auf dem Mailserver hinterlegt und zur Digitalen Signatur Ihrer E-Mails verwendet. Der öffentliche Schlüssel wird im Domain Name System für Ihre Domain veröffentlicht und kann von allen empfangenden Mailservern zur Überprüfung der Signatur abgerufen werden. Durch die Signatur kann nicht nur festgestellt werden, dass eine E-Mail tatsächlich von Ihrer Domain verschickt wurde, sondern auch, dass diese auf dem Weg nicht durch Dritte verändert wurde. ### [](https://docs.hetzner.com/de/konsoleh/account-management/email/mailsecurity#wie-unterscheidet-sich-dkim-von-ahnlichen-verfahren-wie-pgp-und-smime) Wie unterscheidet sich DKIM von ähnlichen Verfahren wie PGP und S/MIME Im Gegensatz zu PGP und S/MIME arbeitet DKIM auf Domain-Basis, d.h. es werden alle Absenderadressen Ihrer Domain validiert und nicht einzelne Absender bzw. Identitäten. Weiterhin finden sowohl Signatur als auch Prüfung direkt auf den jeweiligen Mailservern statt und nicht in Mailprogrammen. Sie benötigen somit keine zusätzlichen Plugins zur Nutzung von DKIM. ### [](https://docs.hetzner.com/de/konsoleh/account-management/email/mailsecurity#dkim-fur-ihre-domain-aktivieren) DKIM für Ihre Domain aktivieren Mit einem Klick auf "DKIM aktivieren" wird automatisch ein neues Schlüsselpaar für Ihre Domain erzeugt und auf dem Mailserver hinterlegt. Zusätzlich muss der öffentliche Schlüssel auf den für Ihre Domain zuständingen Nameservern hinterlegt werden. Bei Verwendung der konsoleH Nameserver wird dieser unter Umständen ebenfalls automatisch hinterlegt. In allen anderen Fällen wird Ihnen der TXT-Record ausgegeben oder kann über "Erweiterte Einstellungen" eingesehen werden. ### [](https://docs.hetzner.com/de/konsoleh/account-management/email/mailsecurity#den-offentlichen-schlussel-ins-dns-eintragen) Den öffentlichen Schlüssel ins DNS eintragen Konnte der DKIM-Record für Ihre Domain nicht automatisch hinterlegt werden (z.B. weil externe Nameserver verwendet werden), wird Ihnen nach Installation ein TXT-Record angezeigt (Sie können diesen auch jederzeit über "Erweiterte Einstellungen" einsehen). Dieser muss auf den für Ihre Domain zuständigen Nameservern hinterlegt werden. Der Eintrag sieht in etwa wie folgt aus: default_1707._domainkey IN TXT "v=DKIM1; p=MIIBIjANBgkqhkiG9w0BAQEFAAOCAQ8AMIIBCgKCAQEAzxnXfWIAua2/mV8ndem7t" "h4tltwqMe0nqmvhdyfutvN0i5JMEj5zXPyBx1TvZGYIASqmJ1PS0s4kqGH1zrxTFz5Zk4FlizYn7" "GcB069o/pHFOZqdwxLsuFQuGdkhvXUG4tc0TuTum8KpfNagxgIYLrYvetpcofg3xMJsWQKmun4jc" "XB3PoQmcRuUEvBbMCg3HGGqKBCoLt5JYYLii78vYyJfg7kQTJltfBru4Eandp+yPNGmiO5x2Ce2N" "70s8n2t0bNlTYdTA7YtG/5JHLzoqW+Xkm9n+u7nZhmhyQbu2qfUxbBbwAn8ev3AbTp7+4tyKSMoX" "lE14E3jFRNEM1kRjQIDAQAB" Bitte beachten Sie: Bei dieser Darstellung handelt es sich um einen TXT-Record, welcher in mehrere Zeichenketten aufgeteilt wurde. In der Regel sollte dieser direkt im Zonefile hinterlegt werden können. Je nach Nameserver können hier jedoch unterschiedliche Formate nötig sein. Wenden Sie sich hierzu ggf. bitte an den Betreiber Ihres DNS-Dienstes. ### [](https://docs.hetzner.com/de/konsoleh/account-management/email/mailsecurity#kann-ich-ein-eigenes-schlusselpaar-verwenden) Kann ich ein eigenes Schlüsselpaar verwenden? Ja, dies ist möglich. Klicken Sie unter den "Erweiterten Einstellungen" auf "Neuen Schlüsesl generieren" und überschreiben Sie in der darauf erscheinenden Seite einfach das automatisch generierte Schlüsselpaar mit Ihren eigenen Keys. Achten Sie darauf, dass der private Schlüssel dabei nicht durch ein Passwort geschützt sein darf. ### [](https://docs.hetzner.com/de/konsoleh/account-management/email/mailsecurity#wie-kann-ich-einen-schlussel-austauschen) Wie kann ich einen Schlüssel austauschen? Erstellen Sie zunächst unter "Erweiterte Einstellungen; Neuen Schlüssel erstellen" eine neues Schlüsselpaar, vergeben Sie einen geeigneten "Selector" (Schlüsselname) und klicken Sie auf "Schlüssel speichern". Nun öffnen Sie erneut "Erweiterte Einstellungen", wählen den neuen Schlüsesl anhand des Selectors aus und klicken auf "Schlüssel aktualisieren". Somit wird der private Schlüssel auf dem Mailserver hinterlegt. Bitte vergessen Sie nicht den öffentlichen Schlüssel ggf. im DNS zu hinterlegen (siehe "Den öffentlichen Schlüssel ins DNS eintragen"). [](https://docs.hetzner.com/de/konsoleh/account-management/email/mailsecurity#spf---sender-policy-framework) SPF - Sender Policy Framework ------------------------------------------------------------------------------------------------------------------------------------------ SPF ist ein Verfahren, dass das Fälschen von Absenderadressen verhindern soll. Hierbei wird ein sogenannter SPF-Record im Domain Name System für Ihre Domain hinterlegt, welcher die für Ihre Domain zuständingen Mailserver festlegt. Somit können empfangende Mailserver überprüfen, ob eine E-Mail tatsächlich von einem authorisierten Mailserver Ihrer Domain verschickt wurde. Hinweis: Bei Verwendung der konsoleH-Nameserver wird automatisch ein Standard SPF-Record für Ihre Domain hinterlegt. ### [](https://docs.hetzner.com/de/konsoleh/account-management/email/mailsecurity#wie-funktionieren-spf-records) Wie funktionieren SPF-Records Ein SPF-Eintrag ist lediglich ein TXT-Record, in welchem die für Ihre Domain zuständigen Mailserver hinterlegt sind. Hierbei können einzelne IP-Adressen, ganze Adressbereiche oder Hostnamen hinterlegt werden. Im einfachsten Falle sind dies alle IP-Adressen, die in Ihrem Zonefile bereits eingetragen sind (alle A-Records bzw. MX-Records). ### [](https://docs.hetzner.com/de/konsoleh/account-management/email/mailsecurity#den-spf-record-ins-dns-eintragen) Den SPF-Record ins DNS eintragen Bei Verwendung der konsoleH-Nameserver kann der erstellte SPF-Record direkt in das Zonefile geschrieben werden. Verwenden Sie hingegen externe Nameserver müssen Sie den angezeigten TXT-Record auf diesen hinterlegen. Bitte wenden Sie sich hierzu ggf. an den Betreiber Ihrer DNS-Dienste. ### [](https://docs.hetzner.com/de/konsoleh/account-management/email/mailsecurity#probleme-mit-spf-records) Probleme mit SPF-Records Bitte beachten Sie, dass es unter Umständen bei Verwendung von SPF-Records zu Problemen kommen kann, wenn Sie Maildienste von nicht eingetragenen Mailservern nutzen. Dies ist beispielsweise häufig bei Mailinglisten der Fall, welche unter Umständen E-Mails in Ihrem Namen versenden und weiterleiten. Bei Problemen müssen Sie hier die entsprechenden Adressbereiche hinzufügen oder ggf. komplett auf die Verwendung von SPF verzichten. Weiterhin ist die Eintragung fester IP-Adressen mit Vorsicht zu genießen, da es z.B. im Falle von Serverumzügen zu ungültigen Einträgen kommen kann. Es empfiehlt sich daher generell die Einstellung der A- bzw. MX-Records zu setzen, da hierbei der SPF-Record immer aktuell bleibt. ###### Inhaltsverzeichnis * [DKIM - DomainKeys Identified Mail](https://docs.hetzner.com/de/konsoleh/account-management/email/mailsecurity#dkim---domainkeys-identified-mail) * [SPF - Sender Policy Framework](https://docs.hetzner.com/de/konsoleh/account-management/email/mailsecurity#spf---sender-policy-framework) --- # FAQ - Hetzner Docs FAQ === Last change on 2025-12-16 • Created on 2022-06-28 • ID: CL-88D93 [](https://docs.hetzner.com/cloud/servers/primary-ips/faq#what-are-hetzner-cloud-primary-ips) What are Hetzner Cloud Primary IPs? --------------------------------------------------------------------------------------------------------------------------------- Primary IPs are public IP addresses (IPv4, IPv6) that users can assign to cloud servers. A cloud server itself does not include public IP addresses. Users must add a Primary IP to the server to establish a connection to the internet. Every cloud server can have a total of one Primary IP per type (IPv4, IPv6). You can manage both servers and Primary IPs independently. This means that it is possible to create Primary IPs without assigning them to a cloud server. And you can create cloud servers with or without adding public IP addresses (Primary IPs). As long as the power state of existing servers is "off", you can freely assign and remove the Primary IPs of those servers. [](https://docs.hetzner.com/cloud/servers/primary-ips/faq#why-might-primary-ips-be-useful-for-me) Why might Primary IPs be useful for me? ----------------------------------------------------------------------------------------------------------------------------------------- Primary IPs make your IP addresses and networking highly flexible. As Primary IPs can be assigned to or removed from cloud servers at any time, it is possible to easily change your network configuration to meet your own requirements. Not all of our customers want their servers to have a public network. However, as long as a server has public IPs, it will also have a public network, even if you don't use the IP addresses. For security reasons, this is not always ideal. With servers that do not have Primary IPs and therefore no public network, this is no longer an issue. [](https://docs.hetzner.com/cloud/servers/primary-ips/faq#what-is-the-difference-between-primary-ips-and-floating-ips) What is the difference between Primary IPs and Floating IPs? ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Primary IPs are the main IPs of a server. They determine whether a server has a public network. Servers that only have a Primary IPv4 do not have public IPv6 connectivity. Servers that only have a Primary IPv6 do not have public IPv4 connectivity. Floating IPs are public IP addresses that you can use in addition to the Primary IPs of a server. Floating IPs, therefore, allow you to assign two or more public IP addresses of the same type to a single server at the same time. Before you assign a Floating IP to a server, the server has to have a Primary IP of the same type. Without the Primary IP, the server would not support the required IP connection. In comparison: | Primary IPs | Floating IPs | | --- | --- | | Up to 1 IP of each type (IPv4 / IPv6) per server | Up to 10 IPs per server / in total | | Server has to be powered off to assign IP | Server can be powered on or off to assign IP | | Bound to a specific location | Bound to a specific network zone | | Primary IPs enable public network on server | Floating IPs require public network on server | [](https://docs.hetzner.com/cloud/servers/primary-ips/faq#can-one-primary-ip-be-assigned-to-several-servers) Can one Primary IP be assigned to several servers? --------------------------------------------------------------------------------------------------------------------------------------------------------------- No, Primary IPs cannot be assigned to more than one server at a time. If you want to use your Primary IP on a different server, you will have to remove it from your current server first. In general, it is only possible to assign a Primary IP to a server if the Primary IP is not assigned to another server and if the server does not already have a Primary IP of the same type. [](https://docs.hetzner.com/cloud/servers/primary-ips/faq#are-primary-ips-location-bound) Are Primary IPs location bound? ------------------------------------------------------------------------------------------------------------------------- Primary IPs are bound to a specific location and they have to be in the same location as the cloud server you assign them to. Primary IPs are therefore location bound. A Primary IP in Falkenstein, for example, can only be assigned to a server that is also in Falkenstein. The same rule applies to all other datacenters. [](https://docs.hetzner.com/cloud/servers/primary-ips/faq#how-do-i-protect-my-primary-ip-from-being-deleted-by-accident) How do I protect my Primary IP from being deleted by accident? --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- You can protect Primary IPs via Hetzner Console and API by enabling `protection` or `auto delete`. * Enabling `protection` will disable the option to delete the resource. To delete a **protected** Primary IP, you have to disable protection first. It is not possible to delete servers that have a protected Primary IP assigned to them. Protected resources are indicated by a lock icon on the Primary IP list view. * `Auto delete` determines if a Primary IP that **isn't** **protected** gets deleted with a server or not. **Disabled**: Primary IP remains available; only the server gets deleted. **Enabled**: Primary IP gets deleted with a server. Resources that have `auto delete` enabled are indicated by a bin icon on the Primary IP list view. [](https://docs.hetzner.com/cloud/servers/primary-ips/faq#what-cloud-resources-can-primary-ips-be-used-with) What cloud resources can Primary IPs be used with? --------------------------------------------------------------------------------------------------------------------------------------------------------------- Cloud servers are the only resource Primary IPs can be assigned to. [](https://docs.hetzner.com/cloud/servers/primary-ips/faq#are-primary-ips-moveable) Are Primary IPs moveable? ------------------------------------------------------------------------------------------------------------- Yes, it is possible to move Primary IPs to another project. Primary IPs cannot be assigned to any server if you want to move them. It is also not possible to move servers that have at least one Primary IP assigned to them. Once both resources are in the same project again, you can reassign the Primary IP to your server. [](https://docs.hetzner.com/cloud/servers/primary-ips/faq#who-can-make-changes-to-primary-ips) Who can make changes to Primary IPs? ----------------------------------------------------------------------------------------------------------------------------------- All restricted users and users with role above that have permission to create Primary IPs and make changes to them (assign to server, remove from server, delete). [](https://docs.hetzner.com/cloud/servers/primary-ips/faq#how-do-you-bill-for-primary-ips) How do you bill for Primary IPs? --------------------------------------------------------------------------------------------------------------------------- We bill Primary IPs (IPv4, IPv6) and cloud servers separately, and will list both resources separately in invoices. We will bill you for all Primary IPs that have finished the creation process, including Primary IPs that are not assigned to any cloud server. If you want to stop paying for a Primary IP, you need to delete it. If it still exists, we will still bill you for it. ###### Table of Contents * [What are Hetzner Cloud Primary IPs?](https://docs.hetzner.com/cloud/servers/primary-ips/faq#what-are-hetzner-cloud-primary-ips) * [Why might Primary IPs be useful for me?](https://docs.hetzner.com/cloud/servers/primary-ips/faq#why-might-primary-ips-be-useful-for-me) * [What is the difference between Primary IPs and Floating IPs?](https://docs.hetzner.com/cloud/servers/primary-ips/faq#what-is-the-difference-between-primary-ips-and-floating-ips) * [Can one Primary IP be assigned to several servers?](https://docs.hetzner.com/cloud/servers/primary-ips/faq#can-one-primary-ip-be-assigned-to-several-servers) * [Are Primary IPs location bound?](https://docs.hetzner.com/cloud/servers/primary-ips/faq#are-primary-ips-location-bound) * [How do I protect my Primary IP from being deleted by accident?](https://docs.hetzner.com/cloud/servers/primary-ips/faq#how-do-i-protect-my-primary-ip-from-being-deleted-by-accident) * [What cloud resources can Primary IPs be used with?](https://docs.hetzner.com/cloud/servers/primary-ips/faq#what-cloud-resources-can-primary-ips-be-used-with) * [Are Primary IPs moveable?](https://docs.hetzner.com/cloud/servers/primary-ips/faq#are-primary-ips-moveable) * [Who can make changes to Primary IPs?](https://docs.hetzner.com/cloud/servers/primary-ips/faq#who-can-make-changes-to-primary-ips) * [How do you bill for Primary IPs?](https://docs.hetzner.com/cloud/servers/primary-ips/faq#how-do-you-bill-for-primary-ips) --- # Two-factor authentication - Hetzner Docs Two-factor authentication ========================= Last change on 2022-02-22 • Created on 2020-09-25 • ID: AC-23E6A [](https://docs.hetzner.com/accounts-panel/accounts/two-factor-authentication#step-by-step-guide-to-two-factor-authentication) Step by step guide to two-factor authentication ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ 1. To activate two-factor authentication (2FA for short), log into [Hetzner Accounts](https://accounts.hetzner.com/ "Hetzner Accounts") . 2. There, you will find the menu item [Two-factor authentication](https://accounts.hetzner.com/tfa "Hetzner Accounts 2FA")  under the item _Settings_. There, please click on _Enable 2-FA_. 3. Enter your account password and confirm that if you lose your recovery key, you will only be able to receive a replacement recovery key via regular mail. 4. You will then be redirected to an overview of your customer number and recovery key. Once you have noted it down and stored it safely, continue by clicking on _SET UP AUTHENTICATION_. 5. Now, select the authentication method you want to set up, follow the instructions, and fill in the fields. 6. Once you are done adding the authentication method, you will see an overview of the authentication methods you have created so far, their status, and a few more details. The following screenshot explains this overview in more detail: ![overview.en](https://docs.hetzner.com/static/5ffac80ba9aaeac6ea63b40c3391fd30/29007/overview.en.png) [](https://docs.hetzner.com/accounts-panel/accounts/two-factor-authentication#step-by-step-guide-to-configure-your-yubikey) Step by step guide to configure your YubiKey ------------------------------------------------------------------------------------------------------------------------------------------------------------------------ You can find a table of compatible YubiKeys and a step by step guide to configure it on Yubico´s webseite: [https://support.yubico.com/hc/en-us/articles/360013647680-Resetting-the-OTP-Application-on-the-YubiKey](https://support.yubico.com/hc/en-us/articles/360013647680-Resetting-the-OTP-Application-on-the-YubiKey) Please follow all steps closely. After you have completed the configuration you can test the OTP on Yubico´s demo website: [https://demo.yubico.com/otp/verify](https://demo.yubico.com/otp/verify) If the validation is successful you can use your YubiKey as 2FA in your Hetzner Account. [](https://docs.hetzner.com/accounts-panel/accounts/two-factor-authentication#faqs) FAQs ---------------------------------------------------------------------------------------- ### [](https://docs.hetzner.com/accounts-panel/accounts/two-factor-authentication#what-do-i-need-the-recovery-key-for) What do I need the recovery key for? If the login with activated 2FA does not work, you have the red option _DISABLE 2FA_ under the _VERIFY_ button. If you enter your recovery key there, you can log into your account and you will deactivate the 2FA. ### [](https://docs.hetzner.com/accounts-panel/accounts/two-factor-authentication#what-happens-if-i-lost-my-recovery-key) What happens if I lost my recovery key? If you lose your recovery key, you will only be able to receive a replacement recovery key via postal mail. You can request a new recovery key by sending us an email to [info@hetzner.com](mailto:info@hetzner.com) . There please state your client ID and postal address. ### [](https://docs.hetzner.com/accounts-panel/accounts/two-factor-authentication#can-i-set-up-multiple-authentication-methods) Can I set up multiple authentication methods? Yes, you can add multiple of authentication methods. You can also have several authentication methods active at the same time, and you can then use any of the active methods for the login. ### [](https://docs.hetzner.com/accounts-panel/accounts/two-factor-authentication#why-do-i-get-an-error-message-when-using-my-yubikey) Why do I get an error message when using my YubiKey? It could be that your YubiKey is not configured correctly. Please read the article above. ###### Table of Contents * [Step by step guide to two-factor authentication](https://docs.hetzner.com/accounts-panel/accounts/two-factor-authentication#step-by-step-guide-to-two-factor-authentication) * [Step by step guide to configure your YubiKey](https://docs.hetzner.com/accounts-panel/accounts/two-factor-authentication#step-by-step-guide-to-configure-your-yubikey) * [FAQs](https://docs.hetzner.com/accounts-panel/accounts/two-factor-authentication#faqs) --- # KVM Console - Hetzner Docs KVM Console =========== Last change on 2025-06-30 • Created on 2020-03-20 • ID: RO-50C7E [](https://docs.hetzner.com/robot/dedicated-server/maintainance/kvm-console#introduction) Introduction ------------------------------------------------------------------------------------------------------ Our technicians can attach a remote console to any of your Hetzner dedicated root servers. This remote console provides KVM (keyboard, video and mouse) over-IP functions and enables full control of the server. It is useful for troubleshooting a server, especially in cases where you can't use SSH. You can access the boot menu and fix network configuration errors. The console has virtual media support, so you can use it to [install a custom operating system by mounting an ISO file](https://docs.hetzner.com/robot/dedicated-server/maintainance/kvm-console#mounting-an-iso-file) . A KVM Console is free for 3 hours. If you need it for a longer period of time, you can book it for 3 more hours for just € 8.40 ($ 10.00) (not including VAT). We currently have 2 models of KVMs in use: Lantronix Spider and Raritan Dominion. Since we do have not every model in every datacenter we are not able to guarantee a certain model. [](https://docs.hetzner.com/robot/dedicated-server/maintainance/kvm-console#ordering-a-kvm-console) Ordering a KVM Console -------------------------------------------------------------------------------------------------------------------------- Since the number of KVM Consoles in each DC is limited, we recommend that you order the KVM Console in advance. Please request a KVM Console directly via [Robot](https://docs.hetzner.com/robot/general/overview) . To do so, log into Robot, go to `Servers`, select your server, and click on the `Support` tab. You will see a support form. Here, please select `Remote Console`. You can then choose if you want it immediately, or if you want to make an appointment for when you want it. You can also enter how long you want it, and you can write a note to our support team in the `Comment` area if you want to. Please note that if you received a Raritan KVM you find the exact details [here](https://docs.hetzner.com/robot/dedicated-server/maintenance/kvm-console/#logging-in---raritan-kvm) . [](https://docs.hetzner.com/robot/dedicated-server/maintainance/kvm-console#logging-in---lantronix-kvm) Logging in - Lantronix KVM ---------------------------------------------------------------------------------------------------------------------------------- Once our technicians have connected a KVM Console to your server, they will send you an email with the login details, as well as the URL of the KVM Console. You can simply click on this URL, or you can copy and paste it into your browser. You will then see the following screen: ![alt text](https://docs.hetzner.com/static/426eeb653d610238054608218fd76d5d/71ba4/LantronixLogin.png) Once you have logged in with the login details from the email, you will see the following screen: ![alt text](https://docs.hetzner.com/static/0c5e6f953bc77c5411fc3c49b1509512/71ba4/LantronixOverview.png) [](https://docs.hetzner.com/robot/dedicated-server/maintainance/kvm-console#using-the-kvm-console---lantronix-kvm) Using the KVM Console - Lantronix KVM -------------------------------------------------------------------------------------------------------------------------------------------------------- You can click on the Image in the center of the screen to open the web-based console. You should see the following screen: ![alt text](https://docs.hetzner.com/static/06ae717239cb0688551cb2c478f744ff/71ba4/LantronixKonsole.png) ### [](https://docs.hetzner.com/robot/dedicated-server/maintainance/kvm-console#reboot---lantronix-kvm) Reboot - Lantronix KVM In the Menu bar at the left side of the screen you can find a macro/special key section that also includes _Ctl+Alt+Del_, which can be used to reboot linux based systems or unlock the windows lock screen. ![alt text](https://docs.hetzner.com/static/38296b82eac3f6e923310460a72d2aab/0d76a/LantronixCtlAltDel.png) [](https://docs.hetzner.com/robot/dedicated-server/maintainance/kvm-console#installing-an-os---lantronix-kvm) Installing an OS - Lantronix KVM ---------------------------------------------------------------------------------------------------------------------------------------------- You can use the KVM Console to install a custom OS. You can do this by [mounting an ISO file](https://docs.hetzner.com/robot/dedicated-server/maintainance/kvm-console#mounting-an-iso-file) or having our technicians [create bootable USB stick from ISO](https://docs.hetzner.com/robot/dedicated-server/maintainance/kvm-console#using-a-usb-stick) for you. Important time-saving note: If you want to install one of the standard Linux operating systems we provide, you can do this yourself and automatically via [Robot](https://docs.hetzner.com/robot/general/overview) by going to the `Linux` tab of the server. Or you can install it manually via our [installimage](https://docs.hetzner.com/robot/dedicated-server/operating-systems/installimage) or [VNC installation](https://docs.hetzner.com/robot/dedicated-server/operating-systems/vnc-install) . ### [](https://docs.hetzner.com/robot/dedicated-server/maintainance/kvm-console#mounting-an-iso-file---lantronix-kvm) Mounting an ISO file - Lantronix KVM To access the virtual media interface, please click on the `Interfaces` tab, and then go to the `Virtual Media` link. Here, you can enter the details of the location of the ISO file. **Please note:** * The KVM Console only supports the mounting of ISO files via the SAMBA (SMB)/CIFS networking protocol. * Mounting a file can take a significant amount of time, so please make sure you have a good connection to the location of the file. Unfortunately, there is no progress bar. You will see a notification once the file has been fully loaded. * We cannot guarantee that mounting an ISO file and installing it will always work. For that reason, we offer the option of having our technicians [create bootable USB stick from ISO](https://docs.hetzner.com/robot/dedicated-server/maintainance/kvm-console#using-a-usb-stick) for you. #### [](https://docs.hetzner.com/robot/dedicated-server/maintainance/kvm-console#using-our-mirror---lantronix-kvm) Using our Mirror - Lantronix KVM To help our clients install Windows, we provide a number of images of Windows operating systems. You can find the images we provide on two of our mirrors: * [http://download.hetzner.com/](http://download.hetzner.com/) requires a username and password to login. You can find these login details at the end of the server activation email. This is the same email that contains the login details for the server itself. * [http://mirror.hetzner.com/](http://mirror.hetzner.com/) is only accessible from within the Hetzner network, and it does not require a password. The following examples use the internal mirror, though a link to the external mirror is also mentioned. You can use the link to the external mirror to check the exact file names of the operating system images. **Windows** You can find the Windows images we have at [http://download.hetzner.com/bootimages/windows/](http://download.hetzner.com/bootimages/windows/) . These Windows images are straight from Microsoft and don't include any changes from us. They do not come with a license. You can use them to install a clean Windows OS on the server, and you can then activate it with your own license key. ![alt text](https://docs.hetzner.com/static/ec9b48b74b81deab7af5ee11c0535957/692d4/LARA_Windows.png) * You can copy the "Image File with Path" name directly from our mirror. * You can leave the "User Name" and "Password" fields blank; you don't need them. #### [](https://docs.hetzner.com/robot/dedicated-server/maintainance/kvm-console#using-your-own-host---lantronix-kvm) Using your own host - Lantronix KVM The ISO file doesn't have to be hosted by us. You can host the ISO file wherever you want, as long as it is reachable via SAMBA/CIFS. This could be from another server at Hetzner, from a third-party server, or even from your own computer/server at your office/home. Important note: This can take a long time, so please be patient as the image is being mounted/uploaded. ### [](https://docs.hetzner.com/robot/dedicated-server/maintainance/kvm-console#using-a-usb-stick---lantronix-kvm) Using a USB stick - Lantronix KVM If the options mentioned above for mounting an ISO file don't work or take too long, then there is always the option of asking our technicians to put the image onto a USB stick and attach that to the server along with the KVM Console. Please send our technicians a link to the ISO file you have. When you order the KVM console, you can include a link to the ISO file in the "Comment" section of the support ticket. Or you can give our support team the link later when by responding to your support request for the KVM Console. The ISO file does not necessarily have to be reachable via SAMBA/CIFS; it can simply be reachable via ftp for example, since our technicians will be connecting to it directly, and not via the KVM Console. ### [](https://docs.hetzner.com/robot/dedicated-server/maintainance/kvm-console#booting-the-server---lantronix-kvm) Booting the server - Lantronix KVM Once the ISO file has been mounted/attached to the KVM Console, you will need to restart the server and boot from it. You can do this by using the `KVM Console` function of the KVM Console. When booting the server, please enter the boot menu. On most motherboards, you can do this by pressing `F11` during boot. Please note that some motherboards require a different function key, like `F6` or `F11`, to enter the boot menu, so please keep an eye out for the appropriate prompt. Once you are in the boot menu, select `PepperC Virtual Disc 1 0.01` or `UEFI:PepperC Virtual Disc 1 0.01` if you have mounted the file using the KVM Console. Or, if our technicians have connected a USB stick for you, then select the appropriate option to boot from that. `JMicron Generic` or `UEFI:JMicron Generic` are examples for an USB stick. ### [](https://docs.hetzner.com/robot/dedicated-server/maintainance/kvm-console#installing-the-os) Installing the OS Now you can simply follow the on-screen instructions to install the OS you have mounted/attached to the KVM Console. Loading the installation files for Windows takes around a minute if you are using a USB, but can take longer, 10-15 minutes, via a mounted ISO file (via our mirror). If you have mounted the ISO file from somewhere else, then it can take even longer. [](https://docs.hetzner.com/robot/dedicated-server/maintainance/kvm-console#logging-in---raritan-kvm) Logging in - Raritan KVM ------------------------------------------------------------------------------------------------------------------------------ Once our technicians have connected a KVM Console to your server, they will send you an email with the login details, as well as the URL of the KVM Console. You can simply click on this URL, or you can copy and paste it into your browser. You will then see the following screen: ![RaritanLogin](https://docs.hetzner.com/static/6ed3148f93d0bb843b226360a8b6f0d3/9c701/RaritanLogin.png) [](https://docs.hetzner.com/robot/dedicated-server/maintainance/kvm-console#using-the-kvm-console---raritan-kvm) Using the KVM Console - Raritan KVM ---------------------------------------------------------------------------------------------------------------------------------------------------- Please click at the Button `Connect` so a new Window will appear. It may take some time to open up. ![RaritanOverview](https://docs.hetzner.com/static/12426c4000fb7b0b48d37f17d4819604/71ba4/RaritanOverview.png) Once the Window has initiated, the console should open, and you will see the screen output of the server as though you were sitting right in front of the server itself. ![RaritanConsole](https://docs.hetzner.com/static/a7f42389e34c17522f7022de47aae7b1/21b4d/RaritanKonsole.png) ### [](https://docs.hetzner.com/robot/dedicated-server/maintainance/kvm-console#keyboard-layout---raritan-kvm) Keyboard layout - Raritan KVM If the keys you are pressing on your own keyboard are not being accurately shown on the screen/console, then the keyboard layout is most likely incorrectly set. You can change this under the menu tab `Input` -> `Keyboard Layout` . There, you need to select the correct keyboard layout of the keyborad you are using. ![RaritanKeyboardLayout](https://docs.hetzner.com/static/b06797798142aaef928cee691cca22df/5ff7e/RaritanKeyboardLayout.png) ### [](https://docs.hetzner.com/robot/dedicated-server/maintainance/kvm-console#reboot---raritan-kvm) Reboot - Raritan KVM Via the `confirm Ctrl+Alt+Delete` button or `Input` -> `Send Macro` -> `DEL + Crtl + Alt` at the top left of the console, you can send the server a _ctrl+alt+delete_. You can use this to restart the server or to log into Windows. ### [](https://docs.hetzner.com/robot/dedicated-server/maintainance/kvm-console#full-screen-mode---raritan-kvm) Full screen mode - Raritan KVM You can choose to have the console fill your screen if you want. Simply press the Fullscreen button (red framed) at the menu. You can leave full screen mod by pressing `ESC`. ![RaritanFullscreen](https://docs.hetzner.com/static/e0586f3dd8bfad49607b995de80b2b39/fc2a6/RaritanFullscreen.png) [](https://docs.hetzner.com/robot/dedicated-server/maintainance/kvm-console#installing-an-os---raritan-kvm) Installing an OS - Raritan KVM ------------------------------------------------------------------------------------------------------------------------------------------ You can find this information [here](https://docs.hetzner.com/robot/dedicated-server/maintenance/kvm-console/#installing-an-os---lantronix-kvm) . ### [](https://docs.hetzner.com/robot/dedicated-server/maintainance/kvm-console#mounting-an-iso-file---raritan-kvm) Mounting an ISO file - Raritan KVM To access the virtual media function, please click on the `Connect ISO` button, and then click on the `ISO Image (Browse...)` button. Here, you can enter the details of the location of the ISO file. ![RaritanISO](https://docs.hetzner.com/static/14ae730d8f3b5d976dca6404097cfaa8/8c76f/RaritanISO.png) **Please note:** * Mounting a file can take a significant amount of time, so please make sure you have a good connection to the location of the file. Unfortunately, there is no progress bar. You will see a notification once the file has been fully loaded. * We cannot guarantee that mounting an ISO file and installing it will always work. For that reason, we offer the option of having our technicians [create bootable USB stick from ISO](https://docs.hetzner.com/robot/dedicated-server/maintainance/kvm-console#using-a-usb-stick) for you. ### [](https://docs.hetzner.com/robot/dedicated-server/maintainance/kvm-console#using-our-mirror---raritan-kvm) Using our Mirror - Raritan KVM You can find this information [here](https://docs.hetzner.com/robot/dedicated-server/maintenance/kvm-console/#using-our-mirror---lantronix-kvm) . ### [](https://docs.hetzner.com/robot/dedicated-server/maintainance/kvm-console#booting-the-server---raritan-kvm) Booting the server - Raritan KVM Once the ISO file has been mounted/attached to the KVM Console, you will need to restart the server and boot from it. You can do this by using the `KVM Console` function of the KVM Console. When booting the server, please enter the boot menu. On most motherboards, you can do this by pressing `F11` during boot. Please note that some motherboards require a different function key, like `F6` or `F11`, to enter the boot menu, so please keep an eye out for the appropriate prompt. Once you are in the boot menu, select `Raritan Virtual CD / DISK` oder `UEFI: Raritan Vitrual CD` if you have mounted the file using the KVM Console. Or, if our technicians have connected a USB stick for you, then select the appropriate option to boot from that. `JMicron Generic` or `UEFI:JMicron Generic` are examples for a USB stick. [The above prices do not include VAT.](https://docs.hetzner.com/accounts-panel/accounts/payment-faq#how-much-vat-do-i-need-to-pay) ###### Table of Contents * [Introduction](https://docs.hetzner.com/robot/dedicated-server/maintenance/kvm-console#introduction) * [Ordering a KVM Console](https://docs.hetzner.com/robot/dedicated-server/maintenance/kvm-console#ordering-a-kvm-console) * [Logging in - Lantronix KVM](https://docs.hetzner.com/robot/dedicated-server/maintenance/kvm-console#logging-in---lantronix-kvm) * [Using the KVM Console - Lantronix KVM](https://docs.hetzner.com/robot/dedicated-server/maintenance/kvm-console#using-the-kvm-console---lantronix-kvm) * [Installing an OS - Lantronix KVM](https://docs.hetzner.com/robot/dedicated-server/maintenance/kvm-console#installing-an-os---lantronix-kvm) * [Logging in - Raritan KVM](https://docs.hetzner.com/robot/dedicated-server/maintenance/kvm-console#logging-in---raritan-kvm) * [Using the KVM Console - Raritan KVM](https://docs.hetzner.com/robot/dedicated-server/maintenance/kvm-console#using-the-kvm-console---raritan-kvm) * [Installing an OS - Raritan KVM](https://docs.hetzner.com/robot/dedicated-server/maintenance/kvm-console#installing-an-os---raritan-kvm) ---