Unfortunately, we had to block your account due to inconsistent information, as this does not provide a basis for a contractual relationship. We are generally unable to provide more detailed reasons for the rejection of an account.

Вы воры! После отправки всех документов, Вы заблокировали мою запись, но на следующий день деньги с карты списали, поддержка ТУПО МОЛЧИТ!!! Не вздумайте оставлять этому сервису Ваши данные!

I also submitted documents with Ukrainian citizenship for verification, after which I had my account disconnected. Writing to support is useless, I wrote 5-7 letters in a month and did not get any answer

Hetzner Online operates in compliance with the Federal Data Protection Act (Bundesdatenschutzgesetz or BDSG). For an English translation of this law, see http://www.gesetze-im-internet.de/englisch_bdsg/. New customers who have questions regarding our data protection policies may send a support request via our customer interface (konsoleH or Robot) and may ask to have the contact information of our data protection officier. If they wish, they may also request an English language copy of our Commissioned Data Processing Agreement.

The staff at Hetzner Online requests IDs for new customers to prevent all types of abuse situations. I hope that answers some of your questions.

Our team did not tell you the reason for your account's rejection on purpose. It is our policy not to tell customers the reason. Why...?

We find that being less transparent about our processes for account authentication actually helps us to prevent abuse more effectively. (If scammers/spammers know more about our processes, it is easier for them to try to work around them.) Our past experience has shown that the more transparent we were in the past about our decisions, the more abuse we had shortly afterwards. So we made a concious decision that preventing abuse was more important. We completely understand and accept that some potential customers may choose to go to our competitors instead.

Our low prices attract a lot of suspicious customers. And we have a responsibility to prevent abuse however we can. Our experience shows that being overly careful and having some false positives during the account verification process is very effective.

This is why I will not tell you why our order was rejected. Please do not be offended. We do not tell anyone this information. We are simply trying to act as a responsible company and keep others on the Internet safe.

If you know why your account may look suspicious, please write an explanation to our team. Respond directly to the email that stated that your account has been disabled. (This email was from our Sales team.) Our Sales team may still decide to reject your order. But if they think your explanation is logical, they may re-open it. If they do not respond, they have rejected your order again.

I have the same problem. And I'm already tired of explaining to your team the reasons for the blocking! You don't care about your customers! Thank you for making it clear early on that your service sucks!

Let me explain. Because of our very low prices, we at Hetzner Online unintentionally attract a lot of scammers and spammers who try to abuse our servers. Our servers are powerful machines, so once they are in the hands of a scammer/spammer, they can do a lot of harm. That is why we have to be very careful which orders we accept and which ones we reject. We have a responsibility to protect everyone on the Internet.

We use software to help us filter out suspicious orders. This helps us to greatly reduce abuse. To make sure that our system remains effective, we do not tell rejected customers the specific reason why they were rejected. If I told a scammer, "We rejected you because you used a fake name," then that scammer would simply find a real name, make a new order with us, and still be able to use our server for abuse.

This is why I will not tell you why your order was rejected. Please do not be offended. We do not tell anyone this information. We are simply trying to act as a responsible company and keep others on the Internet safe.

Хватит копипастить, низкая цена не оправдание плохого сервиса. Не уважение клиента наказывается рынком.

I carefully read your answer, and I will say that you are disingenuous. You didn’t even bother to request additional data, request reputation data, and do more to learn more about the future client before deleting the account. I'm sure you just don't accept clients from Ukraine. Just write: we do not accept clients from Ukraine.

It looks like the truth. Same problem.

Абсолютно согласна. Впервые регистрировалась на этом ресурсе, то есть ни идентификатор устройства, ни размер бюстгальтера, ни mac, ни ip , ни номер телефона или почта, тем более документы не могли стать основанием для обвинений меня в мошенничестве с последующим удалением аккаунта сразу после верификации и привязки карты. Остаётся одно - предвзятое отношение к клиентам из Украины.

Our team did not tell you the reason for your account's rejection on purpose. It is our policy not to tell customers the reason. Why...?

We find that being less transparent about our processes for account authentication actually helps us to prevent abuse more effectively. (If scammers/spammers know more about our processes, it is easier for them to try to work around them.) Our past experience has shown that the more transparent we were in the past about our decisions, the more abuse we had shortly afterwards. So we made a concious decision that preventing abuse was more important. We completely understand and accept that some potential customers may choose to go to our competitors instead.

Our low prices attract a lot of suspicious customers. And we have a responsibility to prevent abuse however we can. Our experience shows that being overly careful and having some false positives during the account verification process is very effective.

This is why I will not tell you why our order was rejected. Please do not be offended. We do not tell anyone this information. We are simply trying to act as a responsible company and keep others on the Internet safe. --Helena, Marketing

Hi Alexander,

Thank you for your message. Our languages of business are English and German. We have one or two colleagues who speak Russian, but they are in our Product Advice/Sales department. They are not members of our Support team. (Yes, their office hours are only on weekdays, however, our technical support team in is place around the clock.) Unfortunately, we cannot provide technical support in Russian or any other language besides German and English. Please use our ticket system (Robot/Cloud Console/konsoleH) in English or German to receive help with your issue. If you need services in Russian, perhaps it would be better to use the services a Hetzner reseller who speaks Russian. Thank you for your understanding. --Katie, Marketing, Hetzner Online

We have been writing to you about the problem for 4 days, and in response only automatic letters from the robot

We have been writing to you about the problem for 4 days, and in response only automatic letters from the robot

We are online! Please type your message or comment and we will connect you to one of our operators right away ...
13:41:47
Alexander
the site doesn’t work for us, 5 days we don’t get any response from you
All representatives are busy at the moment, please wait. Your current position in the queue is 1. Approximate waiting time: 10 minute(s).
We are still trying to connect you, please be patient.
You are now speaking to Jan Kolb.
13:43:47
Jan Kolb
Hello Alexander, how can I help you?
13:44:06
Unfortunately your request is unclear. Please rephrase exactly what you mean.
13:51:13
Alexander
sure ]
13:51:22
the site doesn’t work for us, 5 days we don’t get any response from you
13:51:40
Jan Kolb
What do you mean?
13:53:10
Alexander

13:53:40
the site does not work
13:54:33
Jan Kolb
This is the IP ban.
13:54:47
Please write an email to info@hetzner.com.
13:55:05
Alexander

13:55:10
Jan Kolb
And mention your public IP.
13:56:29
Alexander
We wrote more than once. No answer
13:56:47
Jan Kolb
Please do it again.
13:57:20
Unfortunately this is a sales chat and I'm a sales representative.
13:57:50
Unfortunately this is not a support chat.
13:58:33
Alexander
Is there a support chat?
13:59:00
Jan Kolb
Unfortunately there is no chat available for technical issues.
13:59:34
Alexander
why?
14:00:03
Jan Kolb
We don't offer it in general.
14:00:14
Do you have further questions?
14:01:14
Alexander
Can you contact customer support?
14:01:51
Jan Kolb
Unfortunately not.
14:03:51
You‘re welcome. Have a good one!
14:04:00
Have a great day!
14:04:08
Good bye!