Hetzner Online GmbH Omdömen 

# My Experience With Hetzner: A Warning to Potential Customers

I was a Hetzner customer for more than four years, using two dedicated servers and Backup Storage.

One of my servers was permanently closed because of a copyright complaint involving one product image used by one of my customers, who operates a B2B website with more than 7,000 products. I was not given what I considered to be a reasonable opportunity to remove the image or resolve the issue, so I was forced to move my customers to another provider.

I kept only my Backup Storage with Hetzner. Later, my entire account was suddenly closed despite having no unpaid invoices or outstanding balance.

My Backup Storage contained important customer backups. I contacted Hetzner more than five times asking for the reason and requesting access to retrieve my data. According to my experience, I did not receive a clear explanation or a meaningful opportunity to recover my backups before the account was permanently deleted.

My advice to anyone considering Hetzner is simple: never rely on them, or any single provider, for your only copy of important data.

After more than four years as a customer, this was how my relationship with Hetzner ended.

This post reflects my personal experience. Everyone should conduct their own research before choosing a hosting provider.

Actually, it's not a scam, but it's almost sometimes. Unstable network, non existent support, strict canceling practice without allowing to backup data.

absolute garbage hosting company, object storage that regularly 503's to the point of not even being usable for server backups

then the lack of documentation, nowhere in the robot panel does it even show what MAC your ment to use (if you use the wrong one Hetzner send you a threating email) and in said email not once do they mention that you can just use a NAT for proxmox to get around the dumb MAC rules, they push hard for people to get extra ip's and register virtual MACs - if i could give 0 stars i would, 1 star is far too many for them

and in the off-chance they do reply to this review "wanting to put things right" here's my account ID K0849636726 give that to one of your techs and let them look at the error logs for object storage

**Disappointed with the billing approach**

I have been using Hetzner and have paid my previous three invoices manually without any issues.

With my fourth invoice, I was surprised to receive an email saying that Hetzner had attempted to charge my credit card automatically. I had been paying my invoices manually each month and was perfectly happy to continue doing so.

What disappointed me even more was the wording of the email: **“Please settle the invoice immediately.”**

I understand that companies need invoices to be paid on time, and I have no problem paying what I owe. However, there is a professional and customer-friendly way to communicate with paying customers. Considering my previous invoices had been paid, I found the wording unnecessarily demanding.

I have now changed my payment method to PayPal, which Hetzner states must be initiated manually by the customer. Hopefully, this means I can simply continue receiving my invoices and paying them myself each month.

The service itself may be good, but the customer experience also includes how you communicate with your customers. A simple, polite payment reminder would have left a very different impression.

Ich hatte im Juni einen kleinen Server zum Testen eingerichtet. Nach zwei Tagen und bei einem Kostenstand von 1,29 € habe ich den Server im Panel heruntergefahren bzw. pausiert. Als normaler Nutzer gehe ich logischerweise davon aus: Maschine aus = Leistung gestoppt = keine Kosten mehr.
Leider weit gefehlt! Jetzt habe ich durch Zufall gesehen, dass mir für Juli, August und September stillschweigend jeden Monat über 10 € abgebucht wurden. Der Grund? Laut AGB blockiert man im Hintergrund weiterhin Speicherplatz, weshalb die volle Summe fällig wird, solange man den Server nicht komplett löscht.
Rechtlich mag das durch die AGB abgesichert sein, aber es ist extrem kundenunfreundlich. Warum gibt es beim Klick auf "Ausschalten" keine dicke, unübersehbare Warnung, dass die Kosten gnadenlos weiterlaufen? Für Einsteiger wirkt dieses System wie eine bewusste Falle, um abzukassieren.

great service, quick responses. To the point
no glaze
per ticket response:
1 formality
1 answer
1 signature
done

The specs per dollar look great on paper, but their automated abuse system pulled the plug on our server over a total false positive. Took almost 24 hours of total downtime just to get a human to look at the ticket, and the responses we finally got were blunt and completely ignored the details I sent over. Trying to cancel dead servers or update basic name servers in their ancient Robot portal is already an exercise in frustration. Definitely moving client workloads elsewhere—cannot afford random blackouts while support ignores tickets.

The Hetzner administration console is not working for name server related changes. This was very frustrating. It is not working either for cancellation of products. This added more frustration. Also, the support is beneath all expectation levels. Up to now I have asked 8 times to IMMEDIATELY CANCEL all products for a certain domain name, and the cancelation is still not done completely. Now the Hetzner support is asking me details about the domain name which they should know already. The support does not understand simple questions and keeps on asking me if I want the domain to be transferred to another service provider. I get from angry to furious.

Mein Produkt war stabil und lief gut. Die Verwaltung in der Weboberfläche war auch gut gelöst. Die Anbindung und Bereitstellung lief stabil.

Aber jetzt: Ich versuche seit Wochen, meine Kündigung zu prozessieren: Alle Produkte sind beendet, aber der Kündigungsbutton im System bleibt ausgegraut. Ich habe ein Guthaben zum sofortigen Ausgleich hochgeladen, dass aber nicht verwendet wird. Sobald der Rechnungsmonat umspringt, habe ich den nächsten Monat da stehen und der Kündigungsbutton bleibt weiter ausgegraut. Ich bin stinkesauer.

Weiterhin habe ich meine Kündigung per eMail an den Support deutlich formuliert und entspreche damit auch den rechtlichen Vorgaben. Ich werde dort aber immer auf diesen Kündigungsbutton hingewiesen und meine Anmerkung, dass ich den nicht bedienen kann, werden nicht beachtet.

Keine Ahnung, wie das noch weitergehen soll...

Very disappointed with the recent price increases. I understand that businesses need to adjust their pricing, but increasing the prices by more than 100% is extremely difficult to justify.

I was considering continuing with the service, but at these new prices, I’m now seriously reconsidering whether it offers enough value to continue. If the goal is to rescale the business, that shouldn’t come at the expense of existing customers being faced with such a dramatic price increase.

A more reasonable and transparent approach would have been appreciated. Unfortunately, this pricing change has significantly affected my confidence in the service, and I can no longer recommend it at the current price point.

Due to my position, I have used various dedicated server providers over the years and have experienced many types of services. I have never seen a data center that completely ignores a customer’s support ticket.

We purchased a server that was delivered, but when we logged in with the password they sent us, the Windows server prompted us to reset the password after login and then refused to let us log in. We submitted a support ticket about this issue on August 20, and we still have not received any response.

Effectively, the server has been unusable. It is truly surprising how this company continues to offer services with such poor customer support.

ich bin seit fast 4 Jahren bei Hetzner und bin sehr hsappy dort also sehr zufrieden.
Die Preis erhöung war krass aber bestehende VPs behalten den Preis finde ich sehr fair und klar es ist nun deutlich teuerer aber immer noch Preis, bliebt sehr gut !
4 Jahre ohne ein Problem das gibs es bei andern Hostern so nicht und Inovation die man bei den Rechenzentrum touren sieht wuill man einfach unterstützen.

Lors de la résiliation, j'ai payé la facture puis supprimé tous les services sur mon espace personnel après avoir et j'ai été facturé pour le mois suivant alors que je n'ai pas utilisé le service. Et ils menaces de passer par une société de recouvrement, c'est n'importe quoi !

Hetzner pulled the plug on my server, leaving my operations offline for 24 hours, because they had a suspicion of phishing, which turned out to be a misunderstanding and no phishing at all.

Result of their policy:
My customer websites: offline
My customer back office: offline
My own business website and backoffices: offline
Campaign with Meta/Google ads: clickers went to waste.

When you get a response from somebody at Hetzner, you enjoy:
-lack of professionalism
-wrong English
-unpleasant tone

Their servers are amazing.
The support and their policies: the worst.

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Edit 2026-08-31 (after Maria's comment):

Maria: I cannot answer your Trustpilot comment. How should I provide you with the information you asked for?

Additionally, after I sent 2 messages to the support on Hetzner, explaining them the whole situation of how they blocked my VPS without warning and without time to provide information, just based on the sole claim that one of my website URL contained the substring "whatsapp", explaining that i have a business that is a whatsapp bot responder and that in no circonstancies that website was impersonating whatsapp in whatsoever way, after several hour i got unblocked without an email, without an explanation, and of course without having aknowledged my prior support messages leaving me waiting in the blur during all this time.

I lost thousands of dollars because of you.

This kind of management is below all industry standards, and instead of sorting out your company management, you guys are raising prices every half year, unbelievable...

Unacceptable service and unfair billing. I signed up for a VPS last year, but I never received login credentials and was never able to access or use the server even once.

Despite contacting support multiple times to cancel, they refused to process the cancellation under the excuse of requiring communications in German, and stopped responding effectively while continuing to demand money. Charging customers for a service they couldn't even log into or use is completely unacceptable. Zero stars for customer support.

Thank you to Marcel Groß and the data center operations crew. My server experienced a major hardware power block that prevented remote soft reboots. The technical team responded quickly to my manual power cycle request, completed the hard reboot, Excellent and swift service!

Very disappointing customer experience. I created a Hetzner account and was asked to verify my information. When I tried to complete the verification, my account was disabled.

I contacted support to understand what went wrong and asked for clarification about which policy or requirement caused the issue. I was only told that the decision was “final” and that they could not provide any further explanation.

I understand that a company may have security and verification policies, but completely disabling an account without providing even a basic explanation makes it very difficult for customers to understand or resolve the issue.

The only email email I got to here from them was "After reviewing your updated customer information, we have decided to
deactivate your account because of some concerns we have regarding this
information. Therefore, we have cancelled all your existing products and
orders with us.

This decision is final."

Unfortunately, based on this experience, I cannot recommend Hetzner to anyone who needs a customer service when needed.

Totalna poraszka, wysyłają około 5 różnych abuse ticketów dla tej samej sprawy, i musisz odpowiedzieć na każdy osobno, bo inaczej blokują twoje IP, i potem jeszcze mają upośledzony support który pyta 10 razy jaki masz problem, a ty jak isiota opisujesz ten sam problem.

Great service.
Great people.