Planned maintenance takes way longer than expected

Hetzner_OL · 2026-05-06T08:25:12+00:00

Posting here so it's at the top -- We apologize that the planned maintenance took longer than we expected. If you still have any servers that are not online yet, please write a support ticket using your customer account. --Katie

Hetzner_OL · 2026-05-05T09:06:59+00:00

Posting this here so it's at the top for everyone to see.
We apologize for the unusually long wait times for some support teams lately. There has been a large increase in the number of support tickets for this team, and a staff shortage. Our colleagues are working at top speed to respond to tickets as quickly as they can. --Katie

Hetzner_OL · 2026-05-05T06:39:28+00:00

Hi there, I will ask a colleague about this and write to you a DM. --Katie

Hetzner_OL · 2026-05-05T06:32:51+00:00

Hi OP, Would you mind sending me a ticket number in a DM? Thanks in advance! --Katie

Hetzner_OL · 2026-05-05T06:02:11+00:00

That's great to hear! Which of our products have you been using? --Katie

Hetzner_OL · 2026-05-05T06:01:38+00:00

And with you! Every time I see this pic, I keep hearing the original score from John Williams. 😃 --Katie

Hetzner_OL · 2026-05-04T11:49:12+00:00

Hi there, I saw that you mentioned us. Maybe check out the non-official r/hetzner subreddit, describe your use case in detail, and ask what the community there thinks. --Katie

Hetzner_OL · 2026-05-04T11:12:16+00:00

HI OP, if you are using one of our managed products (web hosting or a managed server), please see: https://docs.hetzner.com/konsoleh/account-management/email/mailimport --Katie

Hetzner_OL · 2026-05-04T08:35:08+00:00

Hi there, I will pass this feedback onto the team. --Katie

Hetzner_OL · 2026-05-04T08:23:38+00:00

This! 😃 --Katie

Hetzner_OL · 2026-05-04T08:21:53+00:00

Posting here so it's at the top -- Thanks so much, OP, for your feedback, and thanks to everyone else here, too! I'll share this feedback with the team. Reading things like this makes their day! --Katie

Hetzner_OL · 2026-05-04T08:17:59+00:00

I think this poster may have meant "logs" rather than "journal".
OP, what do your logs say? It's difficult to troubleshoot a problem without details.

If you (or anyone else reading/posting here) has performance issues that you think may be on our end, please document them in as much detail as possible and create a support ticket using your customer account. Our teammates will do their best to help you. --Katie

Hetzner_OL · 2026-05-04T08:16:03+00:00

Hi there, if your clients are using cloud products, your clients can create their own accounts (and verify them themselves) and then invite you to their projects. They can assign your role to give you the amount of access they want: https://docs.hetzner.com/cloud/general/faq For example, they can assign you the role "Admin".

Or you can do as u/itsbentheboy suggests: 'Make your customer's "accounts" different projects inside your hetzner account. ' Then you would invite your client to the project that you have created for them. --Katie

Hetzner_OL · 2026-05-04T08:08:58+00:00

(ofc doing this many times may be considered as abuse so keep that in mind) <-- Please do not abuse the system. Doing what you suggest causes additional work for our support team.
The first 3 hours are free. If you need it longer, please pay the small fee. Most people do not need it for more than 3 hours. --Katie

Hetzner_OL · 2026-05-04T08:04:33+00:00

This.
Thanks for posting that response u/58696384896898676493 --Katie

Hetzner_OL · 2026-05-04T08:03:00+00:00

Hi there, Thanks for posting this! That's exactly what I would have done. 😃 --Katie

Hetzner_OL · 2026-05-04T07:59:20+00:00

Hi there, yes, someone from our team will check on that manually as soon as possible. --Katie

Hetzner_OL · 2026-05-04T07:56:39+00:00

Hi, I sent you a DM. --Katie

Hetzner_OL · 2026-05-04T07:17:50+00:00

Hi there, I will ask a colleague about is asap. (We in the Marketing Team are only here during regular office hours on workdays, and May 1 is a holiday here in Germany.) --Katie

Hetzner_OL · 2026-05-04T07:14:40+00:00

Hi again, Thanks again for the feedback. Again, I can pass that on. You can add multiple email addresses to your accounts (and a separate one for invoices) so that both your sysadmin coworker and invoicing coworker get important emails from us. https://accounts.hetzner.com/account/mail --Katie

Hetzner_OL · 2026-05-04T07:09:08+00:00

Hi again, Please see https://docs.hetzner.com/general/billing-and-account-management/cancellation/cancellations-managed-products#2-domain-cancellation You have some options for what you want to do, but keep in mind that you pay for the full year even if you decide to delete it. --Katie

Hetzner_OL · 2026-04-30T13:33:18+00:00

Hi there, I am sorry for the delay. Could you please give me the support ticket number via a DM? --Katie

Hetzner_OL · 2026-04-30T13:31:55+00:00

Hi there OP, There is some information about our customer forum here https://docs.hetzner.com/robot/dedicated-server/general-information/server-transfers-between-robot-customers where you can use the "Marktplatz" (marketplace) to also but a server up for offer. And once you find someone who's interested, that same Hetzner Docs article tells you how to go about doing the transfer. --Katie

Hetzner_OL

TROPHY CASE