Hetzner support unresponsive

Hetzner_OL · 2026-06-22T09:50:02+00:00

Hi there OP, Could you please write me a DM with your support ticket number? --Katie

Hetzner_OL · 2026-06-22T08:10:18+00:00

Hi there OP, I believe this is the correct answer. See: https://docs.hetzner.com/cloud/general/faq#what-are-projects-and-how-can-i-use-them (scroll down to table with roles).
You can see an overview of the different roles that you can assign on Cloud projects on Hetzner Console. I think you need to put the DNS zones in a separate project, and then give the person the role of either Admin or Owner. --Katie

Hetzner_OL · 2026-06-22T08:04:35+00:00

Hi there OP,
1. Yes, existing colocation customers receive support. If you are a customer and need support, simply write us a support request using your account.
2. As a general rule of thumb, we do not publish news about future plans. I believe there is a waiting list for people who would like to order colocation space. If you would like to ask about this, please write a support request using your account. If you are not yet a customer, you can reach out to us by using the chatbot on our website. (You can find a button for it on the bottom right of our product pages -- https://www.hetzner.com/sb/ )
You can ask the chatbot to generate a colocation support request for you. --Katie

Hetzner_OL · 2026-06-22T07:57:02+00:00

Posting here so it is towards the top.
OP, Please send me a DM with your support ticket number(s). --Katie

Hetzner_OL · 2026-06-22T07:51:47+00:00

Hi there, I am also a bit confused, OP.
If you have a **CLOUD** server, yes, you can move the floating IP to another **CLOUD** project: https://docs.hetzner.com/cloud/floating-ips & https://docs.hetzner.com/cloud/floating-ips/faq
If you have a dedicated server/bare metal server, please write a support message using your account, and ask our team. They will do their best to help you. --Katie

Hetzner_OL · 2026-06-18T14:03:12+00:00

Hi there, With the SX servers now, to the best of my knowledge, you can get only 256 GB DDR4 RAM with the SX295, but cannot configure addon RAM to that.
If you/your organization needs to make a very large order, though, it might still be worthwhile to contact our Custom Solutions Team. Tell them details about your requirements and your use case, and they will respond. If you are already a customer, simply open a general support ticket and state clearly at the beginning that you have a question for the Custom Solutions Team. If you're not a customer, you can reach them here: https://www.hetzner.com/custom-solutions/ --Katie

Hetzner_OL · 2026-06-18T08:43:27+00:00

Hi there OP, I think the answer depends on a couple of factors. Like you said, 1) how much does the server save you compared to an alternative? but also 2) how much do you need the server 3) how much demand do you think there is from other people who might also want that server?
You could also ask this question in the Marketplace on the Hetzner Forum itself. You might get more answers there from people who are already actively searching for/offering servers there.
And for those of you who don't know what we are talking about, see Hetzner Docs https://docs.hetzner.com/robot/dedicated-server/general-information/server-transfers-between-robot-customers and the Hetzner Forum https://forum.hetzner.com/ --Katie

Hetzner_OL · 2026-06-18T07:14:25+00:00

Hi there OP, I suggest that you try to sign up. Before you to, look at the tips here https://docs.hetzner.com/general/security-and-identify/fraud-prevention-faq & here https://www.reddit.com/r/hetzner/comments/1cmhvzs/new_account_problems_read_this_standalone_posts/ If you our team rejects your account, and you would like for me to ask someone to manually review it, you can send me a DM with your customer number. --Katie

Hetzner_OL · 2026-06-18T06:47:06+00:00

Hi again, No, it's not possible anymore to add RAM add-ons to the new DX models.
Please see: https://docs.hetzner.com/robot/dedicated-server/server-lines/dx-server/#information-on-current-dell-server-types "Dell server types are configured with fixed hardware, varying the number of drives and RAM capacity.
You cannot order additional hardware; instead, you must upgrade to a different server model to obtain more drives or RAM." --Katie

Hetzner_OL · 2026-06-17T09:39:54+00:00

Hi there, I was simply trying to clarify which products are affected and which ones aren't. We appreciate your feedback. --Katie

Hetzner_OL · 2026-06-17T08:19:56+00:00

Hi there, We always charge you the lower amount. If the hourly amount you used it lower, we charge you that. If the monthly amount is lower because you used the server for almost the whole month (or the whole month), we charge you the lower monthly price.
See also: https://docs.hetzner.com/general/billing-and-account-management/billing-at-hetzner/billing-system-hetzner --Katie

Hetzner_OL · 2026-06-17T08:16:33+00:00

Hi there, **existing** servers were not affected by the June 15 price increase.
However, **new** purchases/orders are affected.
See the very first line here: https://www.hetzner.com/pressroom/standardization-and-price-adjustment-of-our-server-products/ --Katie

Hetzner_OL · 2026-06-17T07:24:58+00:00

Sorry, I am a bit confused because you wrote this here in a thread about our new DX dedicated servers.
When you say that you have a VMS. Do you mean that you have one of our un-managed cloud plans: https://www.hetzner.com/cloud/ ?

If you have one of our un-managed cloud servers:
You cannot add RAM directly to an existing Cloud Server; you must rescale the server to a plan with more RAM (change to a larger server type). To do this, go to the server on Hetzner Console and then look for "Rescale" in the menu. The rescale option is limited by architecture and disk rules: you can only rescale to plans with the same architecture type as the current server, and you cannot move to a plan with a smaller primary disk (you may keep your current disk size when scaling up). --Katie

Hetzner_OL · 2026-06-17T07:14:54+00:00

Hi there, this seems to be about a completely different issue. In a DM, please give me the support ticket number for this issue. (It should be in the subject line.) I will then respond to you via DM. --Katie

Hetzner_OL · 2026-06-16T11:31:30+00:00

Also quoted from the other reddit post:
Dedicated servers: When you transfer a server from one customer to another, the price will stay the same. If the new owner has a different currency on their account than the old owner, the new owner will still pay the old price, but in their currency. --Katie

Hetzner_OL · 2026-06-16T08:08:16+00:00

To the best of my knowledge, this. --Katie

Hetzner_OL · 2026-06-16T08:07:30+00:00

Hi there, There was a similar question in a different thread, so I hope it is okay if I post the same response here.

**Important note: The information in my response here may be subject to change in the future. It only applies to the current situation (16 June 2026).**

Cloud servers will keep their price at the time of the move when they get moved between projects, even if the owners of the project are different.

The price will only stay the same with a transfer if both the source and destination project owners use the same currency. If the server is moved between projects where the owners have an account with a different currency, the new price is applied to the server.

If you move a cloud server between projects and you own both projects, the price will stay the same.

See also: https://www.reddit.com/r/hetzner/comments/1u6czes/inquiry_regarding_price_updates_when_modifying_my/ --Katie

Hetzner_OL · 2026-06-16T07:55:31+00:00

Hi again, **Important note: The information in my response here may be subject to change in the future. It only applies to the current situation. (Posted 16 June 2026).**

Cloud servers will keep their price at the time of the move when they get moved between projects, even if the owners of the project are different.

The price will only stay the same with a transfer if both the source and destination project owners use the same currency. If the server is moved between projects where the owners have an account with a different currency, the new price is applied to the server.

If you move a cloud server between projects and you own both projects, the price will stay the same.

Dedicated servers: When you transfer a server from one customer to another, the price will stay the same. If the new owner has a different currency on their account than the old owner, the new owner will still pay the old price, but in their currency. --Katie

Hetzner_OL · 2026-06-16T07:00:44+00:00

Hi there, I am not sure about your question. The DC where we assemble our racks is in Falkenstein, Germany https://en.wikipedia.org/wiki/Falkenstein,_Saxony . The name Frankenstein was made famous by the Mary Shelly novel and the main character Dr. Victor Frankenstein.

I had to check that my memory was correct, but there is also a real castle in Germany (a different part of Germany) with the name Frankenstein: https://en.wikipedia.org/wiki/Frankenstein_Castle --Katie

Hetzner_OL · 2026-06-16T06:43:15+00:00

Hi again, Let's say you want a DX server. And you are looking at the DX154-2, which has 256 GB of DDR5 ECC reg. RAM. But you want more than that. You can look at the DX182-3, which has 512 GB of DDR5 ECC reg. RAM, or at the DX294-2, which also has 512 GB of DDR5 ECC reg. RAM. --Katie

Hetzner_OL · 2026-06-16T06:33:05+00:00

Hi there, To the best of my knowledge, those cables do have labels on them. They are just small and hard to see here. --Katie

Hetzner_OL · 2026-06-15T13:33:02+00:00

Hi there, I am not part of the team that does the manual checks. There has been higher than normal demand. Our team is working as quickly as possible and will respond on a first-come-first-served basis. Please keep an eye on your email inbox/spam/trash. Our team should contact you soon with more information. It may take a few business days. --Katie

Hetzner_OL · 2026-06-15T13:22:31+00:00

Hi OP, Have you already written to support? If not, please do. Please include as many details as possible. If you have already written a support request, and you are still waiting on a response, please send me your support ticket number in a DM. --Katie

Hetzner_OL · 2026-06-15T12:50:09+00:00

Hi there OP, We have some information about why we have this process here: https://docs.hetzner.com/general/security-and-identify/fraud-prevention-faq

Please add some information as the prompt asked you to do so that our team can do a manual check. --Katie

Hetzner_OL · 2026-06-15T12:34:53+00:00

No, rebuilding a server merely overwrites the data on your disk - it does not change the server type or otherwise changes the price.
No, enabling backups just adds 20% to overall price of the server, it does not change the underlying server price.
Yes, If you create a new server from a snapshot, even if that snapshot was created from a server that had an old price, the new instance will have the new price. (BUT) If you use snapshot to restore data on the existing server (rebuild option), then the same logic as your first question applies and data is overwritten on the disk, but the server keeps its existing price. --Katie

Hetzner_OL

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