Hetzner Online GmbH Reviews 

I had a very bad experience with Hetzner's handling of billing and cancellation.

I contacted Hetzner by email to make clear that I did not want to use the service, that I wanted everything stopped, and that I needed help terminating it. Instead of properly addressing that request, I received a generic explanation about retrospective billing. After that, Hetzner sent a 'Final Payment Warning' threatening cancellation of services, loss of data, and referral to a debt collection agency.

What I find unacceptable is that my written cancellation/dispute was not meaningfully addressed before escalation pressure was increased. In my case, they appeared more focused on collection than on actually resolving the issue I had raised in writing.

At minimum, this is poor and aggressive consumer handling - but it is likely against German and / or Dutch law. In my view, a company should first clearly address a customer's cancellation/dispute email and explain the exact basis of any charges before threatening debt collection.

My advice to others: if you use Hetzner, do not assume that simply emailing support is enough. Make sure every billable service and resource is explicitly terminated, and keep a written record of everything, so your legal insurance or a lawyer can pick things up for you.

Edit after Hetzner’s reply:

Their reply misses the point.

- I had already contacted support and clearly asked them to stop everything.

- Instead of immediately telling me in a clear and practical way what had to be deleted and how urgent that was, they sent a generic billing response.

- While this was dragging on, charges kept running.
After that came warnings about debt collection, cancellation and data loss.

- Only afterwards did they fall back on: “the customer has to cancel manually”.

That is exactly the problem.

If support handles a clear stop request too slowly or too vaguely, and costs keep increasing in the meantime, that is not proper customer service. The harm is then caused by their poor handling of the situation, not just by the billing model itself.

So for anyone reading this: do not expect support to actively protect you from ongoing charges, do not expect a clear stop request by email to be handled properly, and do not wait if something is still running. Their reply does not reassure me at all - it confirms why I left this review in the first place.

I passed this case on to my legal insurance, and would highly recommend avoiding Hetzner like the plague. There are plenty of hosts out there with actual customer support.

Worst provider, They will make you frustrate for using their service. Avoid Hetzner at any cost.
They are the world's worst provider. After being their customers for so long they are not reliable.
Forget paid promotion or sponser they are totally fraud.
They don't even deserves 1 star

good price good service, fair support

I’ve had a 2-year relationship with Hetzner Online and honestly this recent experience has been extremely frustrating and damaging to our business.

My IP was suddenly blocked due to a Spamhaus listing. We fully understood the issue, immediately investigated, and resolved it on our side. The listing was removed, and I contacted Hetzner support multiple times with clear proof asking them to review the updated status and unblock the IP.

What followed has been disappointing: almost no meaningful human response. Instead of proper support, I kept receiving automated replies or bot-like responses that don’t address the actual issue. Despite repeated follow-ups, there has been no real action or clear communication.

This delay and lack of engagement has directly impacted our operations and caused real business disruption. For a provider we’ve trusted for years, the lack of responsiveness in a critical situation feels unacceptable.

At this point, the main frustration is not even the IP block itself, but the silence and absence of human support when it matters most.

As a customer of 6 years, I have used Hetzner for many projects. The reliability is perfect, pricing very reasonable, and user interface very intuitive. I recommend Hetzner for cloud storage, cloud servers, and DNS.

I am with Hetzner for a year now and I can say that if you know your way around your server needs, even with AI help, this is the best server provider I had for many years! I dont care about support and if it is the best or not. I needed only a couple of times to ask some things and got me a proper response. Hetzner VDS is first class service, but the only downside is that they doubled their prices as of now. I will stay though even with double price... I was with other german provider and was really dissapointed.

I had a very positive experience with Hetzner’s support team. They responded and handled my request in a highly professional and efficient manner.

What really stood out was their ability to quickly understand the issue and provide a clear solution without unnecessary delays. The whole process was smooth, and everything was resolved exactly as expected.

Reliable, fast, and solution-oriented service. Highly recommended.

hetzner.com hosts spam sites and does not remove them - beware of the consequences

Response o their reply
I have done that but the spam continues - you do nothing except put legitimate web sites on your servers at risk.

I've been using Hetzner for more than 8 years and zero issues so far. My experience is related to VPS only, and I find their setup easy to understand. A big big improvement was when Hetzner introduced the ssh key management - amazing feature! Also the virtual keyboard is a really good thing in case of emergency, which btw I used couple of times because of some fat fingers from my side.

Once used to be a good priced provider - now they just suck in all ways.

Constant increases placed on your bill for no reason, support that doesn't respond to tickets, servers in terrible barely working condition. When you do manage contact with their staff they are rude and unhelpful.

Clearly have no desire to keep their business going and want to turn their service crap so they can attract an AI company to buy up their space.

~6 years of buying from them ruined in less then 6 months. I would wish them luck but they are assholes.

Using Hetzner VPS for Nextcloud (storage share) and another VPS for Rustdesk, easy management and excellent help desk when required. When de-googling, it is also the place to be. Excellent and inexpensive!

Platform impossible to use. Could not log into my system. Asked for help and received a normal cut and pasted auto reply. Then received a reply telling me that I was doing something wrong instead of actually reading the issue I was having. It was not user error but it is easier to blame the customer instead of helping. I since requested my account be closed and a refund as I could not use the platform and so far, I have heard nothing.

Update: It appears that my account has been closed as I requested but no refund and they are asking for customer number which of course I cannot get because my account is closed.
Customer Number : K0404716126)

I love Hetzner. I can do it all myself, and the price is the best deal out there. I've been with them for 3 years now and I've only noticed a few minor outages. It's a shame they get such bad reviews, because any managed server offerings I've seen are several times more expensive. Maybe what bothers people is that you have to take care of the server yourself? I haven't tried their support yet, so I can't vouch for that part.

We use Hetzner for 5 years and are happy with the service, the stability and performance of the products.

This is company run by least customer oriented people in the world. 1) They accept only one method of payments. 2) If that method fails they promptly cancel the account. The service is very unreliable.

I have used their unmanaged dedicated servers for over two years, moving my infrastructure from Helsinki to Germany to try and escape constant server lockups, unresponsiveness, and forced reboots.

Every time I opened a support ticket, their team pushed the blame onto my configuration.

Trusting their official diagnostics, I spent significant money and time hiring external systems experts to audit my software and traffic. The result? My experts pulled the kernel logs and found a fatal, uncorrectable PCIe Bus Error at the Data Link Layer. Hetzner’s hardware was physically failing, causing the primary drive and network card to violently detach from the system (igc 0000:05:00.0 enp5s0: PCIe link lost, device now detached).

When confronted with undeniable kernel logs proving the hardware was dying, Hetzner immediately backtracked, admitted fault, and offered to swap the chassis.

However, they completely refused any compensation or refunds for the years of leasing defective hardware, nor would they take responsibility for the money wasted on third-party experts due to their false "All looks good" diagnostics.

I fully understand what "unmanaged hosting" means:I manage my own OS, software, and migrations. But "unmanaged" does not give a provider a free pass to lease physically broken motherboards, provide incompetent hardware tests, and refuse financial accountability when caught.

Best VPS provider in the World. Lightning fast delivery with best Europe locations. Been a client for 1 year and I am happy with everything I got.

we are now on holiday, and no one in Hertzner is supporting what we can do?!! they are the worst they cost me a client, in details i have been sending 3 days an email to support me, their 2 factor auth has an issue and i can not access my server!!

Stay away.

they make you register, then choose the service (VPS in my case) you perform every step. You make the payment. Then after the payment is made the dancing starts. First they require your doc, then they tell they will verify by human. You upload doc and do liveness check but it is not enough. They want a live video call. Then they take 2 days to think. Then they answer that you should provide additional document

And in the meanwhile they don't refund you in case you want to go somewhere else.

It is impossible to do business with them, and the scheem used is a total scam.

STAY AWAY. LEAVE AS SOON AS YOU CAN

We have had a dedicated server with Hetzner for over 4 years without any abuse issues, along with other cloud servers used both internally and resold to clients.

We are a registered company, and our account is clearly set up as a business account. We have always been transparent about reselling services. However, at the very first incident where a client committed abuse — and we acted immediately upon notification — our account was restricted. Even worse, port 25 was blocked across all servers, including our dedicated server that has been running cleanly for over 4 years without any issues.

Despite contacting what has been, frankly, the worst support experience we’ve ever had, the responses have been extremely disappointing. The support agents seem unprepared, unwilling to understand the situation, and simply repeat the same response: “contact us again in 30 days.”

Honestly, this has been a huge disappointment and has already caused financial losses, as our clients are currently unable to send emails.

I can understand — even if I don’t agree — restricting new orders for 30 days. However, it is completely unacceptable for long-running, clean servers to be affected in the same way.

At this point, I cannot recommend Hetzner to anyone. We are already evaluating the migration of all our servers to another provider.