Got questions? We have answers.

  • GENERAL QUESTIONS
  • Shared Hosting
  • Server Questions
  • IPv6 Specific Questions
  • My Account
  • Gameserver Questions

Where do I get my access data?

You will receive your access authorisation from us by e-mail immediately after the account has been set up. This is usually sent to you shortly after you place your order and after we will have received your initial payment.

What payment options are there?
We accept payment by bank transfer, Check and PayPal. You can use your credit card with either PayPal. The first payment after you have submitted your order on our website has to be done manually by you. Please just use the payment information provided to you after the order process. Once you have received your login data you can send your payments using our invoicing system located at My Invoices.

How long does setup & domain order take?
We usually set up the domain within a few hours but it may take between 12 and 24 hours before the domain(s) is/are registered. If you would like to transfer an existing domain to us, this normally takes one to three days. (Please note that orders placed using bank transfer as a payment option can only be processed after the first payment has been received).
Since set up is considerably more complex for dedicated servers than for packages, the configuration of a dedicated server can take one to three days.
If you choose the ‘Instant Setup’ upgrade, you will get your server installed for sure within 12 hours after we will have received your initial payment.

When do I have to pay and what happens if I fall into arrears?
It is important that there is a cover period of five days before the beginning of a new monthly period. If this payment is not made we will suspend access to your server at the beginning of the new monthly period. You will receive an e-mail reminder ten days before the beginning of a new monthly period.
Should you fail to contact us regarding a server for which payment is not covered, data loss cannot be ruled out.

Can I order additional domains for my package/server?
Of course – this is easy and can be done at any time. Please use this link to place your order.

Can I make payments in advance? 
Yes, you can add funds to your account to make sure that you have plenty available to cover your server costs. You can recharge your account here Add Funds.

I want to transfer a domain to Cloud Space Hosting
Transferring a domain to us is child’s play. You can use the same order form as for a new domain. You can enter the auth code in this form, too. If you do not have the auth code for the domain, yet, it’s no problem to place the order for the domain and to send us the auth code seperately via e-mail at a later point of time. We can only start the transfer of a domain once we have received the auth code.

Where can I close the account?
A brief e-mail from your authorized e-mail address (for verification) is sufficient for this purpose. The period of notice is 4 weeks.

I am interested in more details about the Cloud Space Hosting data center
Cloud Space Hosting operates two high-performance data centers for its customers.

I want to contact the billing department directly
Please feel free to contact our billing department directly via the e-mail address billing@cloudspacehosting.com .

How long is the support staffed per day?
Our support experts are available via phone at least from 8 a.m. till 11 p.m. (CET) every day – also on public holidays as well as on sundays. Furthermore you can contact us at anytime via our support e-mail address support@cloudspacehosting.com.

How can I check the current status of your data centers or whether there are service interruptions?
You can inform yourself about the current status of our data centers on the website located at Network Status. We are working hard to avoid any kind of interruptions and to ensure that you do not have to face any issues. Should there, however, be some interference in one of our data centers, we will be posting updates about the current status/progress on the aforementioned website.

I want to buy a signed SSL certificate
We can offer a signed SSL certificate for a fee of $49.99. Please keep in mind that the signature of the SSL certificate is always valid for 12 months, this time period will not be automatically extended. The fee for a dedicated IP, which is necessary for a SSL certificate on a Webspace Package, is $5 per month.

I cannot transfer my domain to Cloud Space Hosting, but I want to use your DNS servers
If you would like to use domains from third party providers, you can register an unlimited number of DNS entries on our name servers free of charge. You can easily create DNS entries in the Hosting Control Panel under the menu item “DNS Zone Management”. After the creation of the accordant DNS zone and once our name servers are assigned to your domain at your current domain provider, you can administer your domain in a very comfortable and secure way. Only the current domain provider is able to change the assigned name servers. Thus, you will have to contact the domain provider directly, or alternatively use an administration panel from your domain provider if available.

I want to recommend your products, do I get money for successful promotions?
Yes, for this reason we have started our affiliate program, for more details please have a look at our affiliate site here.

How can I order a new domain?
Before we can register a new domain for you, you will have to place an order on our homepage. Here you can also find an up-to-date domain list with the corresponding prices and contract periods.

Enter the domain name without the extension (e.g. without .com) into the text box which you see below the headline “Check domain”. After this, define the extension by ticking the accordant box or by choosing it from the drop-down menu “Further domains”. Continue with “Check availability”. You should receive a green confirmation line that the domain is available. If you receive the information that the domain is already registered, start over again with an unregistered domain. Now, insert your e-mail address, agree to the general terms and conditions by ticking the accordant box, and follow the order process with the button “Register domain”. It is required that you state the exact e-mail address from your first order, which is, in fact, an authorized e-mail address stored in our data base. After this, an e-mail is going to be sent to your address. This e-mail contains a confirmation link that is valid 24 hours. You need to click this link to finish the order. Once we have received your domain order, we will immediately take care of your request.

How can I order a new product as an existing client?
If you already are one of our customers, you can also make your order on our website simply login. During the order process which you start with any of the “Customize & order” buttons, and continue with “Order now” after the product specification, you will be requested to enter your customer data amongst other data. Choose the option “I am already customer”. You will find this option on the left in the section “Your data”. Now, you only need to enter your contact e-mail address which is stored in our data base. Complete the order with the buttons “Review and submit order” and “Order bindingly”.

How do I order upgrades for existing products?
You can order upgrades for existing products at any time. Just login to your account and visit our Add On’s section located at Add On’s.  We will be pleased to give you advice and help you realizing your plans.

How do I order options (additional web space etc.)?

You can order additional web space, more databases, e-mail addresses etc. by e-mail. For initial registration this may also be carried out using the order form, of course.

Can I change the package?
Yes, you can. This is possible free of charge. In the case of a ‘down-grade’ change, however, we cannot refund any price differences. When changing a server or changing from a package to a server, you must transfer your data by yourself. The following case is an exception: The administration software cPanel is installed on both servers, which enables automatic account transfer. When upgrading a package, you may still continue to use the old package.

How do I create a new e-mail account?
If you would like to create an individual e-mail address for your domain (such as webmaster@yourdomain.com), please log into your hosting account control panel and click the email tab.

Can I install Teamspeak Server or other software on my package web space?
Root access to the server is required in order to install additional software that is not yet available via our panel. For security reasons we cannot provide this for packages – only for dedicated servers or VPS products. If you order your own server of course, you have a free hand to install any software you like.

How much do I have to pay for the traffic?
The traffic is unlimited, so you don’t need to care about how much traffic you use every month.

Is it possible to backup my files automatically at your backup server?
Sure, for this reason we offer the ‘100% Auto-Backup’ upgrade.
This upgrade will provide regular backups for your entire webspace package (also databases, configuration settings, etc.) on the exclusive backup server in our data center which is equipped with several hard disks in an expensive RAID 6 array.
With this upgrade, there will be regular backups of your entire webspace package, not only for one state of time, but for three: There will be a daily, a weekly and a monthly backup.
If you want to access one of these backup states, just contact our support team and we will take care of the rest!

With which administration panel can I control my webspace package?
You can administrate your webspace package via the very professional and state-of-the-art web administration tool ‘cPanel’.

I need individual software support. Can you please help me?
Our technical experts will be happy to support you with your individual software issues (like the installation of special PHP-scripts, database administration, etc.). This ‘remote-hand’ service by our IT professionals costs $25 per hour.

Can I place an additional order for HDDs/RAM for my server?
Yes, that’s no problem at all. After clicking ‘Order now!’ (no obligation) you are forwarded to the configuration page for the respective product. Here you can view the possible upgrades and can of course, also place an order.
Upgrades can be ordered if you already have a server at Cloud Space Hosting. To do this, please send a short e-mail to support@cloudspacehosting.com.

Can I do Flash FXP-Server-to-Server-Transfers with my server at Cloud Space Hosting?
You have full root-access on all of our servers, therefore you can disable or enable FXP.

How can I control my VPS / Dedicated Server?
You get full root access (for Linux) or full administrator access (for Windows) to your server. Therefore of course you can install any software you want on your server.
For Linux remote access, please let us recommend the SSH client ‘putty’ – Windows server can be controlled via the ‘Remote Desktop’ client.
Additionally, every VPS can be controlled via VNC by default.
Futhermore, there are a lot of options in the Cloud Space Hosting customer control panel for your server. For example, to reboot your server – even if it is not accessible anymore – or perform a complete reinstallation of your server with one of serveral operating systems.

Can I order additional IP addresses for my VPS / Dedicated Server?
It is possible to order up to 20 additional IP addresses per VPS and up to 100 additional IP addresses per dedicated server. The monthly price is 2.00 EUR for each IP address. To order them, please just contact us by e-mail concerning this matter. Our support team is ready to assist you immediately.

How much traffic is included?
The traffic is unlimited, so you don’t need to care about how much traffic you use every month.
Furthermore, the bandwidth is shared, which means that a pool of servers shares a bigger bandwidth. We don’t oversubscribe our bandwidth capacities unlike many other providers. Thus, generally the full 100 mbit/s or 1 Gbit/s port speed is provided to you anytime.
We only would have to limit the bandwidth if the usage would be permanently much too high. For more details, please just have a look at the specific terms at our offers.
But we also offer dedicated (=unshared) bandwidth with unlimited traffic in predefined packages. These packages can be selected during the order process or at any later point in time via e-mail. With one of these packages you will have the selected bandwidth available at any time, exclusively and unlimited.

I need more bandwidth than included by default, do you offer individual bandwidth upgrades?
We can offer you also dedicated (=unshared) bandwidth with unlimited traffic. Please note that unshared bandwidth is a premium solution: you will have the bandwidth available at any time, exclusively reserved and unlimited. You can define the individual dedicated bandwidth yourself, everything between 101 Mbit/s and 10 Gbit/s is possible! For more details please have a look here. If you want to use individual bandwidth for your services, our support team at support@cloudspacehosting.com would be more than happy to advice you in this regard.

Are there any restrictions regarding the content or the software installations on my VPS / Dedicated Server?
In general, our servers are unmanaged root servers. Our customers have exclusive access to their servers. Provided that there are no violations against German law or our ToS (Terms of Service) we do not check what you are using your server for.

Is it possible to order backup space, so that I can backup my data on your backup server?
Sure! We offer various Backup-Space upgrades which can be either ordered directly with your Dedicated Server / VPS or also later via e-mail. Then you can easily backup your data via FTP(S) on one of our high-end RAID 6 backup servers.

I want to request a hard-reset reboot
You can perform hard reboots anytime for free. Please just log into our Cloud Space Hosting customer control panel and click on “Server reboots” in the menu on the left.
In case your server is a virtual private server, please click on “VPS control” in the menu on the left. Then you are able to start, stop or restart your VPS with just one click.

Which operating systems are available for my VPS / Dedicated Server?
During your order, you can choose between various Linux distributions (Cent OS, Debian, Ubuntu, Fedora und openSUSE) as well as order one of our Windows Server upgrades.

I need an individual operating system installation with specific parameters
That is no problem, please just send us the details and we will be happy to offer you the price for a individual operating system installation by our technical experts.

Please reinstall the operating system
You can perform reinstalls or boot a rescue system anytime for free. Please just log into our Cloud Space Hosting customer control panel and click on “Your services” in the menu on the left. Then just click on the “Reinstall” icon next to the server you want to reinstall. This procedure applies for both dedicated servers (including colocated servers in our premises) and VPS.

Is it possible to order an administration web panel as upgrade for my VPS / Dedicated Server?
Sure! We offer the following web administration panels as upgrades:
– cPanel/WHM
– Parallels Plesk (various feature packs and versions available, also available for Windows)
– Webmin

I need individual software support. Can you please help me?
Our technical experts will be happy to support you with your individual software issues (like the installation of special software or scripts, database administration, etc.). This ‘remote-hand’ service by our IT professionals costs 25 EUR per beginning of each 15 minutes.

Is it possible to let you manage/administrate the server?
Yes, therefore we offer you our ‘Managed Server’ upgrade.
This upgrade turns your root server into a managed server: Our technicians take care of the security, the upgrades and – as far as possible – the stability of the server system. Furthermore you can make use of our extended customer support whenever you need it. With the Managed Server, it is up to you: After ordering this upgrade, you simply inform us about the technical tasks you would like us to perform, the ones that need to be done once and the ones to be carried out monthly. Our team of expert technicians will then implement your requirements. The price of this upgrade includes two full hours of technical support per month. Should one of your tasks take longer, we will contact you immediately. Then you can decide if it should be billed separately or its scope should be limited, for example. Please find below a list of sample server management tasks you can assign to our technicians upon ordering this upgrade:
– System and hardware optimization
– Software installation and configuration
– Implementing security patches Kernel upgrades
– Emergency problem resolution
– Ongoing OS and control panel updates
– Setting up a backup routine
All common Linux and Windows Operating systems are supported.

Is there a monitoring option available for my Dedicated Server / VPS?
Yes, for this purpose we offer you our ‘Full Monitoring’ upgrade.
This upgrade provides you with an individual login-area with various monitoring features (and, if you wish, automatic alert messages) for your server. It includes:
– bandwidth monitoring of your server, monitored directly at our switch
– online / offline monitoring of your server
– monitoring of various services like apache, ftp, etc. (more available)
– automatic alert messages per e-mail or SMS (100 SMS per month included, further SMS available per order) about offtimes

I want to control my Dedicated Server via a KVM over IP device and/or I want to use a special DVD
Both is possible – permanent as well as temporary for 24 hours. Either you can order the permanent KVM upgrade with your online order or you can order the permanent KVM upgrade as well as the temporary KVM upgrade via our e-mail support.

When are the business hours of your standard support? Is there a special support upgrade available?
Our highly qualified staff can be contacted on 365 days per year (-> also on Sundays and public holidays) at least from 8 a.m. till 11 p.m. (CET) via phone or at anytime via e-mail.
Furthermore you can order our ‘Emergency Support’ upgrade:
You need reaction times within few minutes if problems arise – no matter if during the day, at night, or even on weekends and holidays?
Then, the high-quality upgrade ‘Emergency Support’ is the right choice for you. It includes:
– Guaranteed reaction and solving attempt (within the normal remote hands costs) within max. 60 minutes, at any day or night time (in case of an emergency at night time a special phone number is provided). Also on weekends and holidays.
– preferred treatment in comparison to other requests in the waiting queue
– can be used for up to five servers
Every customer is king with us, even without this upgrade. With this upgrade, you are emperor.

I´m connected to my VPS via VNC – but all I see is a black screen
If you see a black screen initially, that is correct, just click into the VNC window and press enter. Your operating system will then respond with the login screen.

I´m trying to log-in to my VPS via VNC and I´m using the correct password, however the login procedure fails
If you have problems logging in with your regular password, that might be due to your keyboard layout, the Y and Z keys may be inverted. In this case, you have to hit the z key when you want to type a y and vice versa.
You can easily test your keyboard settings if you type the password into the user name input field (do not press enter), watch what happens then and compare the password with the result of your entry. If you, for example, enter zzz on you keyboard as username, you see that VNC interprets that as yyy.

Is it possible to host my servers in two different data centers?
Yes, this is possible. Both data centers of Cloud SPace Hosting are located in two different cities, being several hundreds miles far apart from each other and being supplied with electrical power of two different electricity grid operators. All your servers can be targeted placed on both data center locations, without any extra costs. Thanks to this geographical redundancy your services stay online, even if a data center is being destroyed by fire, water or other catastrophes or if the operation is interrupted. Feel free to contact our customer support for any realization inquiries regarding the separation of your dedicated servers or virtual private servers on two different locations.

IPv6- What is it all about?

IPv6 is a new protocol which exists already and which presently operates simultaneously with IPv4. It will supersede IPv4 in the future.

IPv4 addresses are the ones known today, which consist of 4 numeric blocks divided by a dot. Due to the ever faster growing Internet structure and the continuously expanding number of devices connected to it, IPv4 addresses have become scarce by now. Technically, however, it is not possible to expand the number of IPv4 addresses, and therefore, a completely new protocol has been created with IPv6. This incorporates a substantially bigger number of addresses and is capable of coping with future challenges and requirements.

How do I recognize a IPv6 address?
Since IPv6 addresses are entirely different from IPv4, they can be identified easily. IPv6 addresses in their normal configuration consist of 8 hexadecimal tuples, divided by a colon. Here is an example of such an IP address:

2607:f8b0:400c:0c03:0000:0000:0000:0069

How can I use IPv6 on my virtual or dedicated server at Cloud Space Hosting?
For establishing a connection with your server at Cloud Space Hosting with IPv6, it is necessary that your ISP already provides IPv6 and that you are using IPv6 when browsing the Internet. For testing purposes as to whether or not you are using the IPv6 protocol already, please try the following link: http://test-ipv6.com

With each VPs or dedicated server, you will get an assignment of 65.535 additional IPv6 addresses that you can use upon your own discretion without limitations. Of course, you will still get one IPv4 address with your VPS or dedicated server, which ensures that you can use all our products, even if you are not yet participating in IPv6.

How do I configure IPv6 on my server?
When placing a new order at Cloud Space Hosting, your dedicated server or VPS will already be prepared and preconfigured with IPv6, so that you can reach your server via IPv6 immediately upon receipt of the login details. The manual setup of IPv6 on your server differs only marginally from setting up an IPv4 address.

Coming Soon

What is the difference between a Clan and a Public Server?
The only differences between both types is the password protection. Clan Servers must be password-protected and on Public Servers you are allowed to remove the password.

Is a password on a Clan Server obligatory?
Yes. Additionally, please note that you are not entitled to publish the password in your server’s name.

Am I allowed to publish the password of a Clan Server?
No, Passwords for Clan Servers are top-secret.

Is it possible to add a password to my Public Server?
Yes, you are free to set or remove a password for your Public Server at any time.

Is it allowed to share game servers with other persons or clans?
Yes.

Sometimes my game server crashes, what could be the reason for this?
Most likely crashed game servers come from wrong configuration parameters or defective addons or plugins. Please recheck all configuration modifications or try to remove several addons or plugins that could be defective. If the crashes happen constantly and your server restarts right after them, also have a look a the restart planner in our game server web interface. If nothing works, you can still start a complete reinstallation of your game server using the web interface.

Can I edit the start parameters of my game server?
Because of security reasons the modification of start parameters has been disabled.

How can I edit the configuration files of my game server?
You can edit the most important configuration files directly and easily in our game server web interface. If you are missing a specific configuration file here, you are able to modify all configuration files and even add new ones by yourself using FTP.

Are specific league configurations already available for my game server?
Many league configurations and plugins are already available on our game servers or can be activated using the “Addons” menu.

What should I do if I have lost my web interface password?
Please send an e-mail to our support team so we can reset it for you.

How can I switch the game on my server?
In our game server web interface there is a “Settings” option for each game server, here you can switch your game at any time.

What is the difference between the reinstallation and resynchronisation option?
With the reinstallation option all data on your game server will be deleted, and you will receive a completely installed and fully working game server.

With the resynchronisation option only missing files will be restored. This is helpful if any game update added new files, and your game server is not working properly anymore for this reason. Your configuration files will not be overwritten using this option.

Is it possible to create, delete or modify channels using the web interface?
No, unfortunately, it is not. However, you can easily create, delete and modify channels directly using your local TeamSpeak client.

Can I modify the server name on my TeamSpeak server freely?
Yes, you can.

What is TSDNS?
With the help of TSDNS you can connect to your TeamSpeak server without using an IP address or port. All you need is the domain which is maintained at current TSDNS. The default value we set up during the server creation can be edited to any other value which you request. For example you can enter and use ts.clanname.net. Only requirement for this change is a valid A record which targets to the TeamSpeak server IP address.

What is host banner GFX URL and host button GFX URL for?
The values at host banner GFX URL and host button GFX URL are used to maintain a banner and button at your TeamSpeak server. Both will be shown to clients upon connection. If the according link values are maintained, the browser will open with this link.

Will Cloud Space Hosting sponsor my clan or community?
No.

How is the branding working?
You will receive a discount on your game server’s monthly fee for adding “by CloudSpaceHosting.com” to your game server host name.

What is to consider when contacting the support?
Please send your request from a confirmed e-mail address. Your initial e-mail address which you stated during the ordering process is always authorized for support tickets. Additionally, please provide information which enable us to find the game server in question, most helpful information is your game server IP address and port.

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