Support
Everything we get asked, answered properly
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Getting started
Median time from payment to a joinable server is 41 seconds. Titles with large workshop or modpack downloads take two to three minutes. You get the connection details by email and in the panel the moment it is ready.
Usually not — most dedicated server binaries are free to run and distributed separately from the game. A few titles require a licence or an account token; where that applies we say so on the game page and the knowledgebase walks you through it.
Yes, and we will help. Upload your world, saves and configs through the browser file manager or SFTP and restart. For anything complicated — a cluster, a large modpack, a database-backed server — open a ticket and we will do the migration for you at no charge.
A game plan is managed: we handle the OS, the game install, updates and the panel, and you configure the game. A VPS gives you root and nothing else — right if you want to run the panel yourself or mix in other services.
No trial, but there is a 72-hour full refund on your first payment, no questions asked. In practice that is a better deal than a trial because you get the real thing rather than a throttled sample.
Performance and hardware
Ryzen 9 9950X or 7950X3D on DDR5 ECC, with NVMe Gen4 in RAID 10 and a 10 Gbps uplink. Game servers are bottlenecked by single-thread performance far more than core count, which is why we buy high-clock desktop-class parts rather than many-core server parts.
No. We cap allocation at 70% of a node's real capacity and stop selling on it when it fills. That headroom is the entire product — it is why your tick rate holds up on wipe night when a cheaper host's does not.
Fewer than you think, at first. Most communities start at 30-50% of their eventual peak and scale up once they know their numbers. Upgrading is prorated and instant, so starting small costs you nothing.
Check CPU steal time first — if it is above a few percent your host is overselling (it will be zero on ours). Then entity count, then plugin timings, then hardware. Our write-up on wipe-day performance goes through it in order.
Mods, plugins and configuration
Yes. Every plan has full SFTP and a browser file editor, so nothing is locked down. The one-click catalogue covers Oxide, Carbon, BepInEx, Forge, NeoForge, Fabric, Paper, Steam Workshop collections, CurseForge and Modrinth — but you are never limited to it.
Installs are version-pinned and roll back automatically if the server fails to boot afterwards. Beyond that, last night's backup is two clicks away.
Yes — every config file is editable in the browser with syntax highlighting, or over SFTP. We snapshot before scheduled restarts so a bad edit is recoverable.
Yes. ARK clusters, Minecraft proxy networks (Velocity, BungeeCord) and multi-map setups are all supported, managed from a single panel view. Clusters need the Citadel plan or a dedicated server.
Reliability, backups and security
On every plan, at no extra cost, always on. 12 Tbps of edge filtering with game-aware layer 7 rules. We never null-route a customer to shed an attack.
Nightly, automatic, stored off-node, retained 14 days (30 on Citadel). Restore over the live world or into a fresh instance, or download any backup as an archive. Manual snapshots are unlimited.
99.9% monthly network uptime, with service credits applied automatically when we miss it. The SLA sets out exactly how it is measured and what is excluded.
You, and anyone you grant a subuser account to. Our staff access customer data only when you ask us to for support, and every access is logged.
Billing and refunds
Visa, Mastercard, American Express, PayPal, Apple Pay and major cryptocurrencies. See payment options for the full list and regional methods.
Full refund within 72 hours of your first payment, no questions asked. After that you can cancel any time and the server runs to the end of the paid term. Renewals are never charged without notice.
Yes, both directions. We prorate the difference against your current term and apply the change on the next restart. Your world, mods and configuration are untouched.
No — all prices exclude VAT and local sales tax, which is calculated at checkout from your billing address. EU business customers can supply a VAT number to have tax reverse-charged.
The server is suspended after three days, and terminated with data deleted after fourteen. We email before each step, and reactivating a suspended server is instant once the invoice is paid.
Regions and networking
The one closest to most of your players, not the one closest to you. Optimise for the median player — see our guide if your community is split across continents.
Once per billing period, free. Open a ticket with the region you want and we migrate the whole instance — world, mods, configs and schedules — usually inside 30 minutes at a time you choose.
Servers share an IP with a unique port by default, which is fine for almost everyone. A dedicated IPv4 is $3.99/month as an add-on, and is included on Citadel.
Yes. Point an A record or SRV record at your server and use it in place of the IP. The knowledgebase has the exact records per game.
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Try a different word, or ask us directly — we answer tickets in about 8 minutes.
Ready when you are
Your server could be running before you finish this sentence.
Pick a game, pick a region, pick your slots. We handle the rest - and if it is not right within 72 hours, you get your money back.
- No setup fee
- No contract
- 72-hour money-back
- Free region moves