Hetzner Online GmbH Reviews 

Due to my position, I have used various dedicated server providers over the years and have experienced many types of services. I have never seen a data center that completely ignores a customer’s support ticket.

We purchased a server that was delivered, but when we logged in with the password they sent us, the Windows server prompted us to reset the password after login and then refused to let us log in. We submitted a support ticket about this issue on August 20, and we still have not received any response.

Effectively, the server has been unusable. It is truly surprising how this company continues to offer services with such poor customer support.

Hetzner pulled the plug on my server, leaving my operations offline for 24 hours, because they had a suspicion of phishing, which turned out to be a misunderstanding and no phishing at all.

Result of their policy:
My customer websites: offline
My customer back office: offline
My own business website and backoffices: offline
Campaign with Meta/Google ads: clickers went to waste.

When you get a response from somebody at Hetzner, you enjoy:
-lack of professionalism
-wrong English
-unpleasant tone

Their servers are amazing.
The support and their policies: the worst.

Unacceptable service and unfair billing. I signed up for a VPS last year, but I never received login credentials and was never able to access or use the server even once.

Despite contacting support multiple times to cancel, they refused to process the cancellation under the excuse of requiring communications in German, and stopped responding effectively while continuing to demand money. Charging customers for a service they couldn't even log into or use is completely unacceptable. Zero stars for customer support.

Thank you to Marcel Groß and the data center operations crew. My server experienced a major hardware power block that prevented remote soft reboots. The technical team responded quickly to my manual power cycle request, completed the hard reboot, Excellent and swift service!

Very disappointing customer experience. I created a Hetzner account and was asked to verify my information. When I tried to complete the verification, my account was disabled.

I contacted support to understand what went wrong and asked for clarification about which policy or requirement caused the issue. I was only told that the decision was “final” and that they could not provide any further explanation.

I understand that a company may have security and verification policies, but completely disabling an account without providing even a basic explanation makes it very difficult for customers to understand or resolve the issue.

The only email email I got to here from them was "After reviewing your updated customer information, we have decided to
deactivate your account because of some concerns we have regarding this
information. Therefore, we have cancelled all your existing products and
orders with us.

This decision is final."

Unfortunately, based on this experience, I cannot recommend Hetzner to anyone who needs a customer service when needed.

Great service.
Great people.

They make it impossible to cancel. They say when the next bill comes around I can cancel the account and when the next bill comes around I still can't cancel it. Then they say after the next billing cycle I can cancel..... They lie and lie to save a few dollars it's pathetic

CAUTION:
Hetzner were amazing for ages. I never had an issue with any of my Storage or VPS products. While the technical product offering and pricing are pretty attractive, their underlying policies and support are DISGUSTING.

Hetzner forced 2FA on all accounts via Email. This created a problem for me when i lost access to my email account and was unable to pay for 1.5 billing cycles because I couldn't log in to settle the invoices. I subsequently fixed my email account, logged in, changed my email address and set up 2FA properly to avoid this happening again. I then added additional credit to my account so that the next months invoice could be deducted without me having to log in.

Unfortunately Hetzner blocked my account. They have since stated that they will not be able to recover all of my data and will require $55 to reactivate my account. On top of that, they will not refund my additional credit becuase they want to charge me for an additional month which I was never able to use anyway because they blocked my account.

Absolute garbage company to deal with. Hold customers data for ransom, force 2FA on customers with no warning and then delete your data the second you don't pay.

I'm so genuinely angry I'm not only closing my account, but moving 3 separate companies I host services for using Hetzner to a different provider. This is my personal account and I've been a customer for years... They don't even have the decency to pretend that they care about me as a customer. I hope they go out of business.

Edit - Response:
What you don't seem to understand, from many of the 1 star reviews I've seen, is that sometimes customers don't pay because they have technical issues, not because they're choosing not to pay.

Then when the customer resolves the technical issue and tries to make it all right - you treat them poorly and make it impossible for them to get their data back. That is why your customers are angry. That is what separates good companies from terrible companies. And let's be real, you've proven to be TERRIBLE to deal with. Because you DO NOT CARE about your customers and immediately treat everyone with hostility...

For readers - look at all the complaints and Hetzner's responses. They either openly blame the customer for whatever happened, or even when they were at fault, they blame something else. Hetzner are incapable of just saying sorry, they messed up without making it someone or somethings fault. They do not care about you. The second you have an issue, you're on your own and it's your fault.

DO NOT DO BUSINESS WITH HETZNER.

Fast , easy and efficient. Amazing results. Congrats to the whole team:)

I'm a business customer, their s3 repeatedly down with no explanation. ticket created, answer after 2 months.
Absolute pseudo-engineers moved to american product

first class products and outstanding technical support

I recommend Hetzner for their fast customer support and delivery. I had an issue with my server during development, and the support team could solve the issue quickly without any losses.

Extremely frustrating experience. Signed up to test their advertised free APIs, passed card verification successfully, and was immediately locked out by their paranoid "account risk" algorithm. Their solution? Either upload a scan of your official ID/passport or hand over a $25 deposit. Why on earth would any developer hand over government documents or pay money just to test a free feature? Unfriendly onboarding, zero respect for privacy, and a total waste of time. Look for alternatives instead.

Apparantly a payment failed (not our fault as credit card was ok). Hetzner, without sending even one notification or email blocked our server causing outage. No wonder they are cheap. NEVER EVER USE THEM FOR PRODUCTION. Worst customer supprot. Worst server provider. I still can't believe what they did to us.

I shut down my servers after not needing them and they keep charging for months unfairly, not knowing that they would still charge (there was no mention of it). Now they are entering legal ways to have their money back for all the months I wasn't using the servers.

I had an unpaid invoice and, for some reason, I couldn't access the website to pay it. Consequently, they suspended my account. After I reached out to customer support via email and waited a few days for a response, they told me my account was suspended because of the unpaid invoice and asked me to pay it via wire transfer to resolve the issue.

After I paid the invoice and sent them the documentation, they simply told me, "We didn't receive your transaction." So, I waited a few days, contacted them again, and waited several frustrating days for their response, only to be told that my account had been deleted. They said I would have to pay a fee (about 35–50 euros, I can't remember the exact amount) for them to recover my account, with no guarantee that my data would be restored.

I was their customer for more than 6 years, and I will never use their services again. Awful customer support!

I missed one payment. Card failed once, they never retried it, and the reminders went to spam while I was travelling. Paid in full the day I found out. That part's on me.

They told me three dunning notices had "explicitly stated" that non-payment would result in irreversible deletion of all data. Two of them said nothing of the sort — the first listed no consequence at all, the second said only that services would be locked. The first and only warning that cancellation was even on the table, let alone deletion of everything including backups, arrived Thursday morning with a deadline of Saturday. Two days, over a weekend, to notice an email and act before everything went. The notice before it was the same shape, sent Friday with a Sunday deadline. Every window they gave me to do anything expired on a weekend.

They told me in writing that everything had "already been permanently deleted" with "no backups or recovery options." Their own control panel said the opposite that same day: scheduled for cancellation, five days out. They later confirmed the deletion process "may take up to a few days." So it existed when they told me it didn't.

They told me I could have regained access by paying, "which you did not do." I had paid. At that point, their own billing panel showed every invoice settled.

I filed a GDPR Article 18 request asking them not to delete my data while the termination was disputed. A bot replied telling me to settle outstanding invoices — there weren't any. I corrected it and asked for the data protection officer. A week later someone sent me the same billing template again, still not mentioning the request. Nobody has ever addressed it.

Three weeks after telling me the contract was permanently terminated, they invoiced me $91.98 for a fortnight I'd been locked out of the server (or according to some of their claims it was already deleted). By then I couldn't log in to see my own invoices or tickets, and the request I'd made for copies of them had gone unanswered. I disputed it in writing and asked them not to charge the card. They charged it.

Worth noting the timing on price. I ordered the server end of March, paid around $550 in setup and $184/month after that. Hetzner's new pricing came in on 15 June 2026, their own words on a later invoice: "New pricing applies to cloud instances created or rescaled on or after 15 June 2026. Existing instances will remain at their current prices until they are rescaled." My three payment notices went out 15, 19 and 25 June. The equivalent box today is $602/month with a $59 setup fee. Draw your own conclusions.

Every reply through all of this was some version of the same thing. "We kindly ask for your understanding that we are unable to make any deviating decision in this matter." "Please note that we gave you enough time to react to the open invoices." "The termination will not be revoked and the contract will not be reactivated or continued, even in the event of an interim or subsequent payment." Two different employees sent me the identical paragraph a week apart, the second time in reply to a GDPR request. Nobody at any point engaged with a single thing I raised.

Fine until something goes wrong with billing. After that you're arguing with automation, and with people telling you things their own systems contradict, in a tone that makes clear they just want to cross you off a list. Not - in any way - the kind of company you want to rely on for any business critical infrastructure.

I've been using this hosting provider since 2018.
But recently, they've gone crazy.
Unstable pricing, exorbitant prices for dedicated server setup.
Increased prices for virtual servers.
Dedicated server might freeze for no apparent reason at random time.
Complete lack of protection against DDoS attacks at the L3-L4 network layers.

I had to migrate to more stable providers.
Perhaps Hetzner will become better in the future (but that's not a given).

I use dedicated server from Hetzner and I love it. the only downside was the recent price changes that was too much in one go.