Documentation

Frequently Asked Questions

Free trial

We want to enable our customers to experience our cloud infrastructure first hand. To this end, we offer a free 3-day trial with no strings attached. Additionally, you also always have a 30-day money-back guarantee on your first payment!

How long does the free trial last?

Every new user gets a 3-day free trial with no strings attached. If you would like to extend your trial period, please contact our sales team.

Can I keep using a server after the free trial expires?

You may keep using your cloud server deployed during the trial by making a one-time deposit of at least €10 before the trial ends.

Will I be charged during the free trial?

We will not charge you during the free trial. However, we may need to make a temporary €1 authorisation which we use to validate your credit card and will refund immediately.

How can I get help during the free trial?

You can contact our 24/7 in-house support via live chat or email. Check also our community page for a quick start guide and other tutorials to help you make the most of your cloud server.

What are the trial restrictions?

New accounts in trial mode are limited to a single €7 Simple plan Linux cloud server. The server will have the firewall enabled allowing only common protocols: SSH, HTTP, HTTPS, DNS, RDP, NTP and the port range 33434-33434.

Please also note that the public network speed is limited to 100/100 Mbps during the trial. The public network speed increases to 1000/1000 Mbps by default when your account is upgraded to full access.

What services do I get in the free trial?

You will get free access to a €7 Simple plan Linux cloud server with 1 GB Memory, 1 CPU, 25 GB Storage, and 1 TB Transfer.

It is only possible to have one cloud server at a time but you can deploy, delete, and redeploy as many times as you like. Also, please note that during the trial, network speeds and certain network ports are limited.

How can I upgrade from the free trial to a paid account?

You can upgrade easily by making a one-time deposit of €10 or more with a 30-day money-back guarantee. Visit the billing section at your UpCloud control panel.

Why do I have to give UpCloud my credit card information if the trial is free?

We need to verify your contact information by validating your credit card details during our secure signup process.

Can I deploy a Windows Server during the free trial?

Unfortunately, deploying Windows servers is not possible during the free trial. Nevertheless, as a licensed Microsoft partner, we offer cloud servers running the latest Windows Server products to our users. Contact us for more information.

Why are there restrictions on the free trial?

The purpose of the free trial is to allow you to test and benchmark the performance of our infrastructure. The trial restrictions protect our existing users while providing new users with an opportunity to get familiar with our services. If you would like to test the full set of features, you can always upgrade your account by making a minimum €10 payment with a 30-day money-back guarantee.

Account & Billing

How does the payment work if I want to continue using my server?

UpCloud uses a prepaid system in which your use of billed services is deducted from your account balance on an hourly basis. You need to have adequate funds on your account to deploy new services. Find out more at our guide to adding balance to your UpCloud account.

What payment methods do you accept?

We offer several payment methods for adding balance to your UpCloud account:

  • Credit cards: Visa and MasterCard
  • PayPal: PayPal balance, bank account, debit and credit cards (payment methods may vary by region).

If you have any questions about the payment methods, please contact us.

What does the referral program mean?

You can earn bonus credits to your UpCloud account by sharing your unique referral link or code with your friends. For every new qualifying user who signs up using your referral code, you will receive €50 worth of free credits. When signing up, the new user also receives a bonus of €25 in credits. Read more about the referral program here.

Will I be charged taxes?

We are required by law to apply local taxes for certain countries. Any applicable taxes are paid at the point of adding to the balance of your account according to the tax rules of your country. The rate at which any local taxes are charged depends on the tax location indicated by your billing details. VAT or GST registered businesses from certain countries can enter their VAT or GST registration number to not be charged taxes.

How will I be billed?

All Simple plans on your account are billed hourly up to the monthly rate cap and the hourly rate is determined by dividing the monthly rate by 672 hours (28 days). However, if your server is online for more than 672 hours in a calendar month, we will bill you on the monthly rate.

The Flexible plan is billed hourly according to our pricing for the used resources. All invoices are calculated based on UTC times.

Can I get extra credits to my account for recommending UpCloud?

Yes! For every new user who signs up using your unique referral code, makes at least two payments and stays active for a minimum of 28 days, you will receive €50 worth of free credits. On top of that, the new user receives a bonus worth €25 credits. Read more about the referral program here.

How are Cloud Servers billed when shut down?

Simple plan Cloud Servers are billed per hour regardless of whether the server is powered on or shut down. This is due to the discounted bundle pricing, which in turn affords a lower monthly cost.

API

Do you offer an API?

Yes. We have built a fully-featured API which allows you to perform all the operations available at your UpCloud control panel. The same API is used by our backend and it always has the latest features and updates.

Learn more about how to get started with UpCloud API.

Where can I find my API keys?

UpCloud allows you to create the API ID and API key yourself. Find out more in our tutorial on how to get started with API.

What programming languages can I use with your API?

We have a number of different API clients to help you with getting started which are available at our GitHub page.

GDPR

Are you GDPR compliant?

Yes. UpCloud is fully GDPR compliant and we have followed similar principles for a long time, even before GDPR was introduced. Read more about GDPR and how it protects your privacy at our GDPR update.

What personal data do you collect?

We collect and process certain personal data (contact, billing and behavioural) in compliance with GDPR to enhance our services. This does not include any personal data stored on your cloud servers. Those are not accessible by UpCloud and they are under your sole discretion.

Do you provide Data Processing Addendum (DPA)?

If GDPR applies to your organization and you need a DPA to satisfy the GDPR requirements, contact our support.

How can I delete or retrieve the data UpCloud has about me?

You may exercise your right to view, modify, or delete your personal data through your UpCloud control panel.

Support

Do you have a support help desk I can contact?

Yes, always! We have a friendly dedicated team of technical support specialists available 24/7. On average, we’ll respond in less than 2 minutes! We are happy to assist with any technical questions related to our infrastructure and services but are unable to manage any of our users’ cloud servers.

Can you help me get started?

We have an extensive library of support articles, tutorials, and guides to help you configure your cloud server. Check out our community pages to learn more.

Be sure to also watch our video on how to deploy a server in only 45 seconds with UpCloud Control Panel.

What kind of assistance can you provide?

We can help you with any technical difficulties you might experience with our services and their use. Don’t hesitate to contact us and ask for help!

How can I contact your support?

You can contact us via live chat, email or phone lines in four different time zones. Find the contact details here.

Can you install or manage software for me?

Due to privacy and security reasons, we can’t access your cloud servers for installing or managing software. However, you can find plenty of easy to follow guides and tutorials on how to install commonly used and popular software in our community section.

Where can I find out about your service status?

We maintain a live status page where we report any incidents and planned maintenance regarding our cloud services. On the status page, you can also subscribe for email updates to be immediately notified of any changes to our service level.