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User account

User account

Registering for an UpCloud account gives users access to our services via the UpCloud Control Panel and API. Each user account is identified by a unique user-selected username and password. By registering for an account through our website, users agree to our Terms of Service and Privacy Policy.

Account details

UpCloud users are required to enter certain personal details when registering an account including name, email address, phone number, billing address and credit card. These details are asked for the purpose of security verification and are protected in accordance with our Privacy Policy and the European GDPR.

Security

UpCloud user accounts are protected from unauthorized access by requiring users to set a password. We also encourage users to enable two-factor authentication to further protect their UpCloud account.

Password

Users are required to set a password at account creation. Users can change this password at any time by logging into the UpCloud control panel at the user account details. The password needs to be at least 8 characters long with 1 lowercase, 1 uppercase character, and 1 number. We recommend longer passwords for better security.

Password reset

If the user forgets their account password, they can request a password reset by entering the email address and phone number registered on their account and then following the instructions in the password reset email.

Two-Factor Authentication

Two-factor authentication is an optional security measure for our users. User enters a one-time security code when logging into their UpCloud account. 2FA can be enabled in the user’s account details by synchronising an authentication application with their UpCloud account.

The two-factor authentication supports smartphone authentication applications such as Google Authenticator, Duo Mobile, Amazon AWS MFA and Microsoft Authenticator. Temporary one-time authentication codes are available via SMS and automated phone call as a backup.

One-time authentication code

In case the user loses access to their authenticator application, it’s possible to request a one-time authentication code via SMS or an automated phone call. This option becomes available at the UpCloud control panel log-in if the authentication code is entered once incorrectly.

Billing details

When users register for an UpCloud account they are required to fill in their billing information including a billing address and credit card details. We verify new signups using these billing details. Billing details are also used for adding balance to the user’s account. Users are responsible for keeping their billing details updated.

Multiuser and company accounts can create a subaccount for billing purposes by setting the user as the main billing contact for their UpCloud account.

Workspace members

The main user of their UpCloud account is able to create additional subaccounts to give access to their team members without sharing their own login credentials.

The account holder can set the user permissions for their workspace members by limiting members access to a specific server, storage and network resources as well as by using the tagging feature.

It’s also recommended to set up a separate subaccount for each API user and integrations with 3rd party services.

Account balance

All UpCloud services are billed by deducting the hourly costs from the user’s account balance on an hourly basis.

Users can make payments to add balance to their account via the UpCloud Control Panel either manually or by configuring automated recurring payments using the supported payment methods. Users will need to have sufficient balance on their account to order new services.

The credits are not-refundable unless otherwise stated by UpCloud with the exception of the 30-day money-back guarantee on the first payment. Additional credits awarded to the account via promotion or referral codes also cannot be withdrawn.

One-time payment

Manual one-time payments allow users to add balance to their UpCloud account on an on-demand basis, for example, to upgrade from the free trial to a full account.

Automated payments

Configuring automated payments is a way for users to ensure their account balance is maintained automatically without worrying about running out of credits.

Automated payments work by setting a minimum account balance threshold for when new payments should be made and choosing the amount to top up with.

Running out of balance

If the account balance is close to running out, we will notify the user immediately via email to the main billing account holder. When the credits are estimated to run out in 7 days or less, all contacts will receive the notifications.

Our policy in case an account balance runs out is as follows:

  • Credits have run out: Shutting down all servers.
  • Credits have run out over 1 month ago: Servers will be removed freeing allocated IP addresses.
  • Credits have run out over 2 months ago: Storages will be removed. Data will be lost permanently.

IP addresses, storages and backups continue to be charged during the time the credits have run out and the servers have been shut down. The account balance is allowed to go below zero if necessary. Payments to an account with a negative balance will first be used to bring the account balance back to zero.

Payment methods

UpCloud offers several payment methods for users to add balance to their UpCloud account. Our current selection of accepted payment methods includes the following.

Credits cards

Visa and MasterCard.

Credit card payments enable the user to make manual one-time payments as well as configure automated payments.

PayPal

Users can add balance to their UpCloud account using PayPal balance, bank account, debit and credit cards via PayPal checkout. Payment methods accepted by PayPal may vary by user’s region. PayPal checkout only supports manual one-time payments.

Bank transfer

We offer payments using bank transfer via Paytrail. Bank transfer only supports manual one-time payments and cannot be configured using the recurring payment.

Bank transfers are only available to Finnish users.

Taxes

We charge taxes on payments from users in certain regions according to the requirements of the local tax authorities. Countries taxation is currently applied to include EU countries and the Republic of Singapore. Users from outside these countries are not charged tax.

VAT in EU

VAT is paid when adding balance to your account according to the rules of your country. The taxation percentage will depend on your country of residence. VAT does not apply to users from outside the EU.

VAT-registered businesses are able to deduct the amount of tax they have paid to other businesses on purchases for their business activities from the VAT they collect. This taxation process can be simplified by excluding VAT from sales to other EU businesses.

Businesses that have registered for VAT, are eligible for VAT-free purchases. Users can add their valid VAT identification number to their UpCloud account billing details to exclude VAT in the payments.

UpCloud is a registered Finnish company and sales from Finnish to Finnish companies are considered domestic sales. In domestic sales, VAT is charged according to Finnish laws.

GST in Singapore

In Singapore, GST is levied on import of goods and nearly all supplies of goods and services. All consumer users and unregistered businesses will have the GST of 7% added on top of their regular payments as required by Singapore’s tax law.

GST registered businesses should add their GST registration number to their UpCloud account billing details. By including a valid registration number, business users are eligible for GST free payments.

Bonus credits

At UpCloud, you can also earn bonus credits which are added to your account balance. These include signup bonuses with promotional codes, bonus credits earned through our referral program and rewards for contributing content.

Promo codes

During signup, new users can include one promo code to get the additional credits and benefits afforded by the promotion. You can only apply promo codes at signup and use only one promo code. Promotional credits are valid for 60 days after signup.

Referral program

The UpCloud referral program allows existing users to invite new users to UpCloud by sharing their personal referral code. Recommending UpCloud to new users gives benefits to both parties in the form of bonus credits.

Every new signup via referral will receive $25 in free credits which they can spend on any of our services. In return, the user sharing their referral code will earn $50 credited to their own account. Referral credits do not expire.

The new user needs to make a minimum $10 one-time payment to upgrade their account from the trial mode to qualify for the referral program.

Community contribution

Users can also earn credits to their UpCloud account by sharing tutorials, resources and stories. Contributing to the community rewards users with $250 bonus credits for every published contribution. Credits awarded for contributions do not expire.

Locations

Helsinki (HQ)

In the capital city of Finland, you will find our headquarters, and our first data centre. This is where we handle most of our development and innovation.

London

London was our second office to open, and a important step in introducing UpCloud to the world. Here our amazing staff can help you with both sales and support, in addition to host tons of interesting meetups.

Singapore

Singapore was our 3rd office to be opened, and enjoys one of most engaged and fastest growing user bases we have ever seen.

Seattle

Seattle is our 4th and latest office to be opened, and our way to reach out across the pond to our many users in the Americas.