Why does Hetzner want to do a fraud check for registrations and orders?
Naturally, we are thrilled that you have taken an interest in our products. We want to make the registration and ordering process as simple as possible for you. At the same time, however, it is important for us to make sure that the information you entered for your account and order is correct and authentic. That is why we use fraud prevention measures to help protect our systems and those of our customers.
We understand that our fraud prevention checks may cause additional effort for you. We thank you in advance for your understanding and cooperation!
What should I pay attention to when I register an account?
It is important that the information you enter is complete and correct. Incomplete and/or false information can lead to delays with the registration process, or may lead our team to reject your account.
Please, if it is possible, do not use a free email address (meaning an email address account that you do not pay for). And during the registration process, do not use a VPN service. VPNs make it more difficult for our team to verify your identity and assess the risk of fraud.
If you have difficulty during the registration process, please send an email to cda-review@hetzner.com.
Why does Hetzner reject some orders?
Open invoice(s): If you have one or more open invoices, please pay it/them. Then you can try re-doing your order. You can see an overview of your invoices at https://accounts.hetzner.com/invoice.
Large or valuable first-time order: For first-time customers, we check whether or not the number and value of the products they order seem plausible. We pay particular attention to orders for high-priced products, and orders with a large number of products or items. These orders have an increased potential for misuse. For this reason, we may not automatically process these orders or may reject them. If you think that there has been a mistake, and you should be able to make your order, please write to cda-review@hetzner.com.
Product type for first-time order: Are you new to Hetzner and you want to try our products and services? Then we suggest that you try one of our lower-priced servers from our Server Auction https://www.hetzner.com/sb/ or one of our smaller cloud servers https://www.hetzner.com/cloud/ for your first order.
If you would like to have a special or custom setup, please let us know this during the ordering process. Tell us about the special setup you would like and your planned use case. That will let us manually check your order more quickly, and we may be able to advise you about your setup based on your information.
How can I verify my account?
As part of our fraud prevention measures, we may ask you to verify your account before we process an order.
You can do this in two ways:
Verification via ID document: You provide us with a copy of a valid government-issued ID (e.g., ID card or passport). This allows us to confirm that the information provided during registration matches your identity.
Verification via prepayment (credit card): Alternatively, you can verify your account by making a prepayment with your own credit card. This confirms that you have a valid payment method in your name. We only allow withdrawals of unused credit once you have fully closed the account and paid all outstanding invoices.
Note: Products that are currently unavailable will remain unavailable even after you top up your account. Topped-up credit has no effect on the availability of our products.
We do not issue an invoice for credit top-ups (prepayment). We issue invoices only after we provide the service.
If you have any questions about verification or encounter any difficulties, please send us an email at cda-review@hetzner.com.