Forum
Ask questions, find answers – exchange ideas with other users in the official Hetzner forum.
How can we
help you?
Where can I find my billing details? Which storage solutions are compatible with my cloud server? No matter what question you have, we are sure to find the solution. Just ask your question and we will guide you step by step to the answer.
Telephone Support Hours
Get competent and tailored support via telephone and email. Find the direct number and business hours.
If you are already a Hetzner Online customer, please have your customer number ready. You can find it on Hetzner Accounts or on an invoice.
Support in: GER, EN
Telephone support in the data center:
Only for dedicated servers with activated telephone password or one-time password.
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Frequently asked questions
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If I want to stop paying for a product, do I need to cancel it?
In most cases, yes – you must actively cancel or delete the product if you want to stop paying. Most Hetzner products renew automatically and are billed as long as they exist, even if powered off or idle. For Hetzner Cloud Servers you will still be billed while the server object exists even if it is powered off; to stop charges you must delete the server (you can delete resources in the Hetzner Console).
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What is an OTP (One-Time Password) and why did I receive one?
An OTP (One-Time Password) is a unique security code that is only valid for a short time. You receive an OTP if you log in to your account from a new device or an unusual location. We use OTPs as an extra security step to protect your account and ensure that only you can access it.
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Is annual payment possible?
At Hetzner, annual or semi-annual billing is not possible. All products are billed monthly, and many Cloud resources are charged hourly within that monthly invoice. We also do not support advance annual payments or other prepayments; your usage is always billed retro-actively on the next month’s invoice. Contracts renew automatically, so if you want to stop future billing, you must cancel the product yourself via the appropriate interface (Console, Robot, or konsoleH).
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Are there limits to the number of resources I can get?
Yes. To prevent abuse, each account has limits on how many Cloud resources it can create. You can see your current limits on the “Limits” tab on your project overview page. If you need higher limits, click “Request change” → “Limit increase”. Limit requests are processed manually during our business hours, so they may take some time. If you have questions about an open request, please reply to the ticket instead of calling support.
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How does your billing model work?
Hetzner bills products either hourly or monthly, depending on the product. Hourly billing starts once a resource is created and is rounded up to full hours; we always charge whichever option (hourly or monthly) is cheaper. Cloud resources are billed as long as they exist — powering them off does not stop billing. Dedicated servers and colocation are billed monthly and require a contract cancellation to stop charges. Prices depend on the project’s currency (EUR or USD) and network zone. Some products may include setup fees.