Hetzner Online GmbH Reviews 

Absolute nightmare process to cancel services. I no longer have any active projects on my dashboard and explicitly requested to terminate all remaining services. The only answer I received from support was a generic: "You still have active services, so you will keep receiving invoices."

To make matters worse, the "Delete Account" button is greyed out with no explanation provided. Their interface makes it nearly impossible to find and fully remove residual resources, and customer support offers zero help in manually closing them.

I am now forced to block my credit card to prevent unfair charges. Very bad user experience and questionable retention practices.

Hetzner’s response on Trustpilot is completely misleading. I didn't just "stop using" the service or look at an empty dashboard: I explicitly emailed customer support asking to cancel ALL active services, terminate my account, and delete all my data.

Instead of executing my cancellation request, support simply replied: "You still have active services, so you will keep receiving invoices." They completely ignored my request to close everything and preferred to keep the meter running.

Scam hosting. They customer support is the worst. I lost all my project which was worth lot of money and they did nothing to help me get it back

Severely unresponsive and unprofessional.
Our developers recommended Hetzner as a leader in secure, high quality servers. Their protocols for verification were a little convoluted but we persevered. We filled in the details to advise the team of the IP addresses of our developers so they knew what work patterns to expect. Within 24 hours of starting the work, Hetzner sent hundreds of urgent email messages about "Server Abuse: Account will be locked if no action is taken." Our developers logged 282 tickets, and I responded to several daily emails. Hetzner said everything was fine, but proceeded to lock our server anyway.

When we emailed them to ask for an explanation of their actions, we were met with silence. Eventually they unlocked the server but now our domain is stuck. I don't know what kind of $%!t show they are running but no business can scale with this support. Run for the hills and do not use.

I couldn't view the server pricing as my account wasn't verified. I was encouraged to verify my account by depositing funds. Then got to see server pricing and realised hetzner is having a capacity crunch and can't provide the VPS I wanted. So I am now moving to another provider, but Hetzner has effectively taken $25 from me - a really scummy tactic, you should let unverified accounts view pricing!

3 years of uptime, never had a problem with my server, that's my solution now.

Expensive and unavailable. I used my 25 dollars for "validation", hope I get them back.

I cancelled my server and have been trying to close my account since spring. What followed has cost me hours over several months, over an amount of 10.29 EUR.

Their own transaction log shows the problem: a Payment recorded, then a Return of the exact same amount. On 10 June. Again on 6 July. The card behind those payments had been closed in the meantime, so the funds bounced back.

What I never got was an explanation. Their emails said only "we were unable to charge your credit card". Not once did they tell me that a payment had been taken and then returned, or that the stored card was dead and would keep failing the same silent way. Their own payment form kept re-filling that dead card, so every attempt failed identically. I believed I had paid. They believed I had not.

The result is a loop with no exit. The invoice stays open, so the warnings escalate on schedule: Payment Reminder on 16 April, 22 June and 16 July, Payment Warning on 26 June and 22 July, then Final Payment Warning and services blocked on 28 July. Meanwhile the account cannot be deleted while an invoice is open. Support confirmed exactly that to me in writing on 13 July: "After settlement the account can be deleted."

So I asked them, three times, to simply tell me how to pay. Tickets 2026062603019823, 2026062603020044 and 2026072803036077. In the last one I offered them two options: send me a working payment link for invoice 085001069173, or confirm that a bank transfer quoting the invoice and my customer number would clear it. Neither answer came. On 28 July I sent the 10.29 EUR by international wire to their Deutsche Bank account, at a transfer cost higher than the invoice itself, because nothing else worked.

For context: the last server was deleted on 25 June, July usage is 0.00 EUR, and the account holds no resources at all.

A billing system that accepts money, quietly gives it back, and then sends you overdue warnings for it is broken. One email saying "your payment was returned" would have ended this in April.

The infrastructure itself was fine. The billing, and the communication around leaving, are the worst I have dealt with.

All of a sudden, they closed my account without any explanation. And all my data was deleted. Now I have to start all over again. They're terrible.

Edit to reply:
There is no reason about closure of mine. Explain to me, I can motivated with stuff my complaint. You're a liar

Its a nightmare to cancel the agreement with them
It took me multiple emails
Removing entire products and server still kept the monthly charges
And I still kept getting invoices and endless emails to pay next invoices otherwise they will pass the case to debt collector
In total it was 6 months of ignorant customer services
Finally, after paying for 6 months for literally nothing I had a pleasure to delete the account
I will definitely not use Hetzner again

I had a very bad experience with this company. I have 3 webpages on their server for abour 3 years and last week I got a message saying that there were infected files on the server. I changed passwords, deleted the files and restored with cleaned ones (from WordPress installation files), but they keep insisting that the files were infected. After leaving only the original files, I asked them to restore the access to my website to finish the installation but they took 5 days to do it. That happens because support doesn't work at the weekends and during weekdays takes 24h to reply.
To sum up: the support is awful, they have no file protection system and they are just interested in charging you. Avoid this people!

I really appreciated the professionality of the responses and the transparency about the billing policies involved in the hardware upgrades

So i spent well over 50 hours or something trying to mask my ip for my game server PC using their cloud service linux/wireguard pre-installation.

You login with the IP through a browser and then get the wireguard file from there to mask it but no matter what i did i could never login using the IP of the Hetzner service.

I contacted support multiple times and read their faq's, allowed all firewall ports and my ip and so on and still couldn't connect using the cloud IP.

They also send automated copy-pasta when i asked for a refund as their service never worked including advertising first month was free when signing up and avoid any responsibility of ever promoting that.

Cringe i have to go waste my banks time to dispute 5.4€

Ah yes good reply as expected so your "service" was running but your software and installations is faulty/not working properly and you shift the blame to the customer like it was due to my inability.
A very classic auto-copy pasta reply.

Yes, my request has been resolved successfully.
The support team was very professional and fast.
Thank you for unlocking port 25 — everything works perfectly now.

We have used over 20 hosting providers, globally. There is litterally no other provider which provides such fast & powerful webhosting servers at those prices. Other webhosters charge 5 times or more per month for that same power and stability. In the beginnen the service was a bit slower, but now they have helped to solve all our problems and we are very happy. We chose the Hetzner MA130 webserver. I highly recommend Hetnzer! Unfortunaltely they suffer from the "review bias" here: lots of people which lack any technical skill, post their frustration, and people who are happy stay silent.

The give zero respect to customers.
my account K0623163626 I have been a customer for more than a month I had 5 servers with vital information and I had problems with my gmail account and changed it . they deleted my account without any notice . They sent us this email: We have noticed irregularities on your account, so we unfortunately cannot have a contract with you at the present time. We have therefore had to close your account.
In general, if customers give us incomplete or incorrect information, we have to close their accounts.
We cannot provide any information on individual cases. Thank you for your understanding.
Kind regards
Customer Data analytics
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they have no respect for customers and delete accounts for ridiculous reasons.
Hetzner team I had vital information on those servers I need my data you have to provide me all the backups.
never trust this company.
_________________-
You replied we do not delete account randomly?
what about my 5 servers.
I did not do anything wrong . The only wrong thing I have done is trusting your company.
account K0623163626 is deleted without any reason.
restore account you scams.

Jacked up price 3x a few days in with no notice, refused to refund me the difference, customer support was full of rude people.

They claim in their reply that they sent an email notice. I have verified my inbox and spam folder in gmail - no such email arrived for me. I signed up a few days before the price increase.

Very bed experience. The customer service is very bed. They cancelled my contract for a late payment because their automatic payment doesn't work properly! I'll evaluate a suite against this company!

We have been using Hetzner's services for a while, but our recent experience with their customer support and billing department has been an absolute disaster.

Without any changes to our account settings (our VAT-ID has been correctly entered and verified for the reverse charge mechanism all along, which worked perfectly fine the previous month), they suddenly issued an invoice including German VAT. When we reached out to fix it, we only received an automated response stating that sent invoices cannot be amended because the VAT had already been submitted to the tax authorities.

It has been several days since we replied to point out that the mistake demonstrably occurred within their system and that we cannot claim German VAT in our country. We have received zero response from a human agent. Total ignorance. If this issue is not resolved immediately, we will be forced to dispute the card transaction (chargeback) with our bank and migrate our servers to a competitor.

If you are looking for a reliable partner with working support for business projects, avoid Hetzner.

Calling the support hotline puts you on music for an eternity and then just hangs up on you. Very frustrating as you trying to solve an issue with their invoices.

Needed a couple of days of highly parallel compute. Created an account, sat there for a month, paid an invoice. A month later, when project was ready, I deployed my simulation on 5 machines. A couple of hours from it being done, my account was terminated with no detail. Phone couldn't tell me anything, email support gave me the same answer: suspicious behavior. They thought I was mining crypto when I was running a mathematical simulation. No results, a full day wasted. Do NOT choose Hetzner.

Edit: Hetzner's reply is hilarious. I can "rest assured" they say. I asked them in writing and verbally for the specific reason or breach of TOS; they could not provide it. They can rest assured they lost a customer, gained a review, and hopefully lost many more customers down the road.