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Can Credit be Refunded?

No, as a rule, credit cannot be refunded.

Refunding Credit

Generally, credit cannot be refunded. This includes credit you have added yourself. Special credits from bonus promotions or donations will not be refunded under any circumstances and will be forfeited if you close or delete your account.

Credit After Termination

Please note that credit returned to your account from canceled services is also considered special credit. Therefore, this credit is also excluded from refunds.

Paysafecard

Paysafecard credit can only be refunded to a bank account in your name if you provide proof that you are the buyer of the PSC. Otherwise, refunds can only be made using the original method used for the top-up!

Requesting a Refund

Due to strict anti-money laundering laws, we must review each case individually to determine if a refund is possible. Please contact our support or email auszahlung@prepaid-hoster.de for assistance.

Top-Up with Caution

We recommend only topping up your account when you are sure you will use it for purchasing or extending a service. This way, you can avoid any issues!

It may also be important for you to know that your credit with us never expires.

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Can I pay with a PSC from another country?

Yes, you can top up your balance with any valid Paysafecard, as long as you enter the code directly in the payment form.

You can even use multiple top-up cards for one transaction. Please also refer to our top-up regulations and any applicable fees.

Please note that you may not be able to add Paysafecards from other countries to your my paysafecard account.

Please be aware that we cannot provide any information about your paysafecard account. Feel free to contact us if you experience any payment issues during our order process.

We cannot offer support on this topic! Therefore, please refrain from sending us a message about it. We will not respond unless you are a Prepaid-Hoster customer.

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Unpaid invoice – What to do?

If you cancelled the process of charging credit you can just ignore the obtained invoice – we also can cancel it – please notify our support in this case.

If the bill is provided by a service of yours you could also ignore it and leave it unpaid – but as a result your server or service will get suspended and accordingly deleted.

In the webinterface you can easily cancel the service yourself.

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When is the just ordered service available?

In principle our motto is: Simply charge and get started right away! (ger: Einfach aufladen und sofort loslegen!). So if you order a service out of our webshop, it will be provided ordinarily within a few minutes. This includes our webhosting services and virtual servers.

Because of different points we can provide some services only delayed. That is for products like domains (more information can be found in the matching FAQ-article and dedicated servers (provided within 24 hours). So please don’t be surprised if it takes a bit longer than expected. This could also happen if there are many unforeseen orders so we have to set up a new server to handle the demand.

If your order isn’t available after twenty minutes we recommend to check the order status in the client area. If you can’t see anything there you can contact the support of course!

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I’m unhappy with the support

If you’re unhappy with our support you should firstly tell us via the ticket system. Here you describe in detail what’s wrong with the support you received and what we could have done better. As we all know we learn out of mistakes – that means our supporters can also learn out of your feedback. Please also notice that our supporters are already well experienced and usually know what they respond in the support requests.

Of course there can always be days on which our supporters have much to do – so they could not take enough care of your request to your satisfaction.

Optional there is the possibility of contacting the operative management by sending an e-mail to the following address: kramer@prepaid-hoster.de

We will surely answer you!

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How do I open a support ticket?

You want to get in touch with us? No problem. We will explain how to do it here.

I have an account

Open ticket

If you have an account with Prepaid-Hoster, you can log in to our web interface using your login details here. Now click on „Open ticket“ in the panel called „#pphstatus“. You will be redirected to our form.

It is important that you provide as many details as possible. This will help you receive a quick and precise response from us.

We usually reply very quickly. However, if it takes us a little longer, please do not be impatient. We are all just humans. But there should always be someone available during peak times.

Avoid opening a second ticket for the same question or opening a ticket asking for the processing status. This only creates unnecessary work and causes you and other customers to wait longer for a response.

I am not a customer yet

If you are not a customer and do not have an account with Prepaid-Hoster yet, you can still contact us. There are several ways to do so:

  • You can create an account and open a ticket as described above.
  • You can send us an email to support at prepaid-hoster dot de. Again, we kindly ask for detailed information!
  • You can contact us on Twitter (https://twitter.com/prepaidhosterDE), and we will respond as soon as possible. If we follow you, you can also send us a DM.
  • You can ask your question on our official Discord server. But please do not contact employees or customers privately!
  • You can use the contact form below this article.
  • We do not have a support phone (hotline), but we are only
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Can I pay for my service later?

We offer our customers a high level of flexibility with our prepaid system. However, this often raises the question of whether it is possible to pay for a service or server later.

The general rule is as follows:

  • 7 days before the renewal date: Invoice is generated
  • On the renewal date: Server is frozen (suspended)
  • 6 days after the renewal date: Server is deleted

So, you will receive an invoice for renewal seven days before the service expires. You then have at least seven days to settle the invoice with credit, without your server being suspended. If there is still credit available in your account at the time of invoicing, it will be automatically used to settle the invoice.

Timeline of Prepaid Hoster server process
The prepaid principle

If the invoice is still unpaid on the evening of the renewal date, the service will be suspended. But don’t worry! All services (except for Dedicated Servers and Domains) will enter a transition period of approximately six days. During this time, the server will be suspended and not accessible, but the data will still be preserved. Please note, however, that the suspension period will not be deducted from your regular cycle, as the server is still consuming resources.

So, if there is a temporary lack of funds, pocket money arrives late, or the Paysafecard is not available at the gas station, you can simply pay the invoice a little later without any major hassle. The server will then be released immediately after payment – of course, with your existing data.

After the six days, the server or service, along with all its data, will be deleted – restoration is unfortunately no longer possible, as it is considered a termination according to our terms and conditions.

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Unhappy with the service

We always try our best to meet the demands with the assistance of customer feedback! Of course we can’t meet every single individual case of expectations.

In this case we want to check every opportunity to clarify your concerns. Our primary goal is to solve your problems and questions. But if all this won’t help with your issue we’d be happy to see you in the customer support – so we can find a solution together. It is completely irrelevant at what time you notify us, we are trying to find the best possible solution then.

We can only work on that if you give us detailed and factual feedback about your problem.

We are looking forward to hear from you! Even if you’re happy with us! 😀

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I forgot my login credentials/password!

Are you having trouble logging into your customer account or have you forgotten your login credentials? Do you see the message “We were unable to log you in with these credentials” in the web interface?

In that case, there are two options.

Resetting Password

If you have only forgotten your password, please use the password reset function in our web interface VionityCP. You can find this either by selecting the corresponding button in the login process or directly at this link (Password Reset).

VionityCP web interface is directly linked to your customer account, so changing your password in VionityCP will also update it in all our systems.

Forgot Email Address

If you have forgotten your email address at Prepaid-Hoster.de along with your password, please follow these steps.

Try all your email addresses using the password reset function. If a correct email address is entered, you will receive an email at that address sooner or later. Due to data protection reasons, you will not receive direct feedback online about whether the email exists in our customer database. If none of the email addresses work, please contact our customer service – in this case, by email. Please include the following information:

  • Your full name
  • Your full address
  • A copy of your ID card (sensitive data/images can be blacked out).

The responsible staff member will assist you further.

Quick tip: A password tool can help you with both data entry and password security!

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Do you offer an installation service/remote hands?

We are happy to perform paid work on your server.

Costs

  • Mon-Fri: €15 per started 15 minutes.
  • Sat, Sun, Holidays: €30 per started 15 minutes.

These fees apply for any kind of work on your server, such as manual backups, configurations, or installations.

Whether and when we intervene is entirely up to our technician.

We generally handle the following installations:

  • Keyhelp
  • Nextcloud
  • LinuxGSM Gameserver
  • Latest Java version
  • MySQL/Mariadb server
  • TeamSpeak 3 server
  • Other well-known software
  • Installation of supported ISOs on KVM servers
    • Windows Server 2019
    • Windows Server 2016
    • Ubuntu, Debian, CentOS

We do not guarantee proper functionality during installation. This especially applies to untested operating systems. The installation by a supporter/technician does not exempt the customer from the obligation to secure their server. Each customer is responsible for the security of their server.

Check out our Game-Server Cloud for virtual servers if you want to install a TS3 server, an MC server, CS:GO server, or an Ark server. This works perfectly with just a few clicks.

We do not offer individual installation/configuration of:

  • Minecraft servers/gameservers
  • OpenVPN/VPN servers
  • Mail server configurations
  • Custom software

If you need something else, please let us know via ticket. If a technician is familiar with it, we can fulfill your request.

Please note that we charge a fee for each individual installation, as a technician needs to be deployed. Since we work with the prepaid system, there must be sufficient credit available before the intervention.

The intervention usually takes place on workdays during our office hours. Please also note that we require access to your server/webspace and may need additional access in order to complete the task.

How to plan an intervention

If you need help with installing software, please open a ticket with the desired details. A staff member will then send you an offer if we can perform the intervention for you. If you would like to accept the offer, please top up your credit and notify us in the ticket that you have done so. We will then deduct the credit and carry out the intervention. Please note that there is no guarantee that we will successfully perform the intervention. In this case, we unfortunately cannot refund your credit. However, our technicians will do their best.