UpCloud Reviews 154

Reply from UpCloud

Apr 27, 2022

Hi, Albert!

From the sounds of your message, it looks like you applied to have port 25 opened for SMTP usage and it was declined. I'm sorry if this wasn't what you expected, however SPAM is a big problem all over the world and it poses a problem for public cloud providers such as ourselves so blocking the port by default is a necessary step to help towards protect in our network. That said, we review every case individually based on the information provided and if we feel it's not suitable to open the port in a specific case, we do suggest alternatives, such as an alternative port or dedicated SMTP options.

Whilst I cannot go into the specifics of your individual case as I don't have all of the information, I can say that we do not give out the reasons for accepting/rejecting users as this would be counter-productive in the sense that malicious users could then build up a bank of reasons that they know will get them accepted/rejected. Hopefully you understand!

If you have any further questions regarding the experience you've had, please do feel free to reach out at any time on our live chat, or via email (support [at] upload.com) and we will help you further from there.

Kind Regards,
UpCloud Support

Reply from UpCloud

Apr 14, 2022

Hi there,

We're sorry to hear that your experience hasn't been what you expected.

Without knowing the specifics of your individual case, if a server was shut down without warning then this would likely mean that there was an open issue with our Security Operations team that was not handled within the mentioned timeframe. The other reason could be that your account's balance reached $0, though in these cases we send out multiple emails warning of credits being low. I'm not sure if either of these is what happened in your case but if you'd like to reach out to our team at support@upcloud.com we can take a look for you.

In regards to retaining money, we do have a 30-day money-back guarantee so if your account was older than 30 days, you may be referring to this. Again, without specifics, I can't be sure but we'd be happy to look into your specific case if you reach out to us.

Kind Regards,

UpCloud Support

Reply from UpCloud

Dec 4, 2021

Hi, Thjis.

Thanks for taking the time to leave your thoughts, we appreciate it!

Would you be able to elaborate on what you're finding to be buggy within the UI/Hub? In addition, if you have any thoughts on what you feel we're missing, we'd be more than happy to hear it and take it on board.

In regards to the sub-accounts, there should be no reason you can't add a sub-account with the same phone number, I've just tested this here and have been able to do so so if you're having issues or encountering errors, please do reach out to our support via the 24/7 live chat within the Hub and we'll take a look for you!

Finally, thank you for your feedback on shutting down/deletion of servers. At this time both the Hub and API require the server to be in a stopped state before you can delete them. I'll make a note to pass on regarding this though for now, as you've seen, you will need to perform a shutdown first and wait. There is an endpoint for the server details which includes the state so this could be used too to ensure that it is indeed shutdown before issuing the deletion request.

If you have any other feedback for us, you're welcome to reach out to our support team via the Hub at any time and we'll look into it and make sure it's passed on to the correct people.

Kind Regards,
UpCloud Support

Reply from UpCloud

Nov 10, 2021

Hi, Ashok!

We're very sorry to hear that your experience with us hasn't been what you expected in this instance.

We never suspend an account without good reason, though without having the details of your specific case, I couldn't comment on what has happened here I'm afraid.

Our Support team are available 24/7, however, they do not handle Abuse/Security Operations related cases I'm afraid so all queries regarding ongoing cases should be directed to the relevant team so that they can assist properly.

If you have any issues with the way a particular case was handled, please do feel free to reach out and we can look into that for you.

Kind Regards,
UpCloud Support

Reply from UpCloud

Oct 25, 2021

Hi!

We're sorry to hear that your experience with us has not been what you expected.

At times, account activity will cause accounts to be flagged for review and in these cases, a request for account verification will be raised and the user involved will need to co-operate with our Security Operations team to ensure that everything is in order.

We understand that this may be frustrating, however the security of our platform is paramount and ensuring that everything is in order is a key part of making sure that our platform is a safe and secure place for all users.

If you have any questions regarding any verifications that you may have been asked to complete, you can respond to the original message(s) and our team will assist you from there.

Kind Regards,
UpCloud Support

Reply from UpCloud

Sep 29, 2021

Hi, Safwan!

We're sorry to hear that you've had a less than perfect experience with us since opening your account. If an account is suspended, there will always be a reason for doing so and as the notification message mentions, you should reach out to our Security Operations team via the provided email for more information on the suspension, so if you haven't already, I'd highly recommend doing so so that you can work this out with the relevant team. Where possible, they will advise on the best course of action moving forward and assist further from there.

Kind Regards,
UpCloud Support

Reply from UpCloud

Updated Jul 13, 2021

Hi, Jake!

We're very sorry to hear that you've not had a good experience with us, though we thank you for taking the time to leave your feedback for us.

We would never suspend an account unless there was a clear reason to do so but what I'd recommend is to reach out to our security operations team at abuse@upcloud.com who will then be able to assist further with this case for you 👍

We certainly do care about our customers so again, we're sorry to hear that you received a different impression from your interactions with us. If you could reach out to us with further information we'd be happy to look into this and do our best to get things sorted out for you.

Kind Regards,
UpCloud Support

Reply from UpCloud

Jul 7, 2021

Hi, Vesa,

Thanks for taking the time to leave your thoughts on our service, we really do appreciate it!

We're also glad to hear that the performance has been up to par (and then some!) for you and long may that continue. If you have any questions for us though at any time, our support team are available for you 24/7 within the Hub.

Kind Regards,
UpCloud Support

Reply from UpCloud

Jun 30, 2021

Hi, Efren!

I'm very sorry to hear that you had a less than perfect experience with us. Account suspensions can happen for a number of reasons however I'd be unable to go into any specifics about those here so what I'd ask is for you to contact us (support@upcloud.com) from the email address attached to the account in question and we can then help you with further information from there.

We're available 24/7 so do reach out as soon as possible, we'll be here to help!

Kind Regards,
UpCloud Support

Reply from UpCloud

Mar 24, 2021

Hi, Samuel!

We're very sorry to hear that you've had a negative experience with us but we thank you for reaching out and taking the time to leave your feedback.

In regards to Security Operations cases like these, we will always provide you with the reasoning behind the notice with the relevant log entries or similar data. If you feel that a notice isn't correct or legitimate then you are welcome to respond and let us know why you feel this is the case and we'll be able to look into this with you.

If you still have access to the same correspondence from our Security Operations team (or even if you don't) then I'd highly recommend reaching out to them to go through this in further detail.

Kind Regards,
UpCloud Support

Reply from UpCloud

Mar 22, 2021

Hi, Pablo!

I'm very sorry to hear that you had a negative experience with our platform, but I’d like to thank you for your feedback.

Just to confirm and clarify, we do not automatically activate the automated payments to the user's account. This is something that only users can toggle on/off via our UpCloud Hub (in Account -> Billing) and if this feature is not activated and the account balance is approaching $0, we will email the account owner and notify them that the account will soon run out of credits.

We do offer a 30 day refund period (from signup) within which we would always provide a refund if you are not happy with the service. If you are outside of this 30 days period and feel your case wasn't handled sufficiently, our support team would be happy to look into this to see if there is anything that can be done.

Kind Regards,
UpCloud Support

Reply from UpCloud

Mar 11, 2021

Hi, Adil!

Thank you so much for taking the time to share your experience with us and other users. We hope that you continue to enjoy our services going forward and that the new locations and products will serve you even better in the future!

Kind Regards,
UpCloud Support

Reply from UpCloud

Updated Feb 2, 2021

Hi,

We're very glad that after testing many providers, you chose to host with us for the long-term. We thank you for your trust in us (verifying users is an important step in keeping our platform safe) and are happy to hear things are still going well!

Your note regarding pricing has been taken on-board and should any changes relating to that (or anything else for that matter) come to fruition, our blog (https://upcloud.com/blog/) and newsletter will be the best places to keep an eye on.

If you require assistance in the future, our technical support team are available in your Hub 24/7.

Kind Regards,
UpCloud Support

Reply from UpCloud

Jan 28, 2021

Hi James,

I'm very sorry to hear that you've faced issues utilising our services. This experience isn't what we pride ourselves on providing and we'd like to look into this.

As I don't have any identifying information relating to your account at this time though, I'm unable to comment on this particular situation however I should point out that our technical support team are available 24/7 so it's likely that this case was with our Security Operations team who do take a bit more time with cases due to the nature of the work that they do. Apologies if there has been some confusion due to this. I'd recommend that you reach out to our support team (available in both the Hub and via email at support@upcloud.com) regarding any outstanding issues you may have or refund requests as they will be best suited to help and as I say, they're available around the clock.

Finally, whilst I am unable to go into the details of how our internal processes work, we never suspend services just for the sake of doing so so if there was an issue with your account, I invite you to contact either our support or security teams (if you have an open dialogue with them) so this can be looked into and resolved.

Kind Regards,
UpCloud Support

Reply from UpCloud

Jan 28, 2021

Hi,

Thank you for leaving feedback on your experience with us thus far!

We're very happy to hear that the service has served you well and that our support team have been able to help out whenever needed.

When it comes to the $10 deposit and promotional credit, the deposit is required to remove trial restrictions on the account as our trial terms (https://upcloud.com/docs/free-trial/) are for a limited period and for limited services. We apologise if it seems like we're being "sneaky" as this isn't our intention at all. We feel that our trial period is a good way for our services to be tested but only the initial trial credit can be used during this period, promotional credits do require that a deposit be made to remove the restrictions. We've also noted your comments regarding the Firewall service, we'll keep this in mind going forward.

Again, we're very grateful for you taking the time to leave us feedback on your experience and should you have any further questions or comments, our support team are available via your Hub 24/7 to assist.

Kind Regards,
UpCloud Support

Reply from UpCloud

Jan 18, 2021

Hi!

Thank you for taking the time to share your experience with us.

Our Technical Support team is available 24/7 via the UpCloud Hub or Email, however our Security Operations team are the ones responsible for issues like this so this may be where some potential confusion has been introduced, apologies for this.

Due to the nature of cases handled by our Security Operations team, the resolution time can differ. We strive to handle all cases as quickly and efficiently as possible, however sometimes due to additional information or investigation being required, these can take a little longer than the super-fast replies that you're used to from our Technical Support team.

If the issue is still outstanding and there is an ongoing conversation with our Security Operations team, please raise any queries with them there, otherwise, you'll be able to reach our Technical Support team via your UpCloud Hub or via email at support@upcloud.com

Kind Regards,
UpCloud Support

Reply from UpCloud

Dec 30, 2020

Hi!

I'm very sorry to hear that you had a bad experience with our support team! Our team are available 24/7 via the UpCloud Hub (and via email on support@upcloud.com) and we'd love the chance to look into your case further to see what happened and put things right.

Kind Regards,
UpCloud Support