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Frequently Asked Questions

Abuse and Complaints 1 question
  • VPS server suspended because of abuse complaints, what should I do?

    RouterHosting has a zero tolerance for abuse complaints and we take it very seriously! If your VPS server suspended because of misuse or an abusive usage such as criminal uses: Phishing, Spamming, Child Porn, Attacking other people, etc…. There is a $250-$1000 fine or NO WAY for unsuspension, this depends on the complaint type.

    PLEASE DO NOT OPEN A TICKET FOR THIS MATTER!

Common guides with VPS 3 questions
Common Questions 1 question
  • How do I cancel my service and when can I do it?

    Firstly, we are very sorry to see you want to┬áleave us. Please contact us directly from here if you have faced any problem before you request a cancellation as we are sure we can fix it for you ­čÖé
    WARNING: By canceling your service our system will automatically terminate your service so please be careful.

    Please follow the instruction below:

    Step1: First login to your Control Panel from:
    https://support.routerhosting.com/clientarea.php

    Then click on ‘Services

    Click on your VPS server which you want to ‘cancel‘ if you have multiple VPS servers please┬áselect the right VPS

    Step2:┬áClick on ‘Request Cancellation

    Step3: 1. Write down the reason you wish to cancel the service
    2. Cancellation Type, In this field you can decide if you do not need the server right away or you wish to keep it by end of the billing cycle.
    3. Then click on ‘Request Cancellation

    That’s it. You will see the following message┬á‘Thank You. Your cancellation request has been submitted. If you have done this in error, open a support ticket to notify us immediately or your account may be terminated.’

Forex 1 question
  • What location does have the lowest latency to my broker?

    One of the very first questions you may ask yourself before you buy a VPS server for your Forex trading:  what is the best location to have a VPS server for my Forex trades?

    The closer the server location is to your broker,  the better.  Closer location  means less latency from your Forex software (be it MT4, MT5 or any other Forex trading software) so that your trades will initiate much faster and with no lagging.

    Traditionally, most brokers are located in New York City and London but they can also be located in any other popular cities.

    Luckily, we have servers available in the most popular locations. 

    You can ping them to determine latency, download a test file from them to examine the speed – all by just visiting  the page linked here .  It will allow you to try different locations and to determine which one is best for you!

    If you are still unsure, please do not hesitate to contact us!

Payments and Gateways 8 questions
  • Because I do not have Credit Card added to my PayPal it does not let me to pay, What should I do?

    PayPal may not let you Subscribe if you do not have a Credit Card added to your PayPal account. To solve this issue you can go to your Client Area then click on ‘Add Fund’ and add the desired amount of money. With the credit you have added then you can pay the invoice.

    For more details please also check out:

    If you still have any issues please contact our Billing Department.

  • How can I renew my server? How soon can I renew?

    All the monthly invoice generates 14 days before the due time. This means you cannot extend a VPS any earlier than that however you can add ‘fund’ to your account so it pays the invoice automatically when you have enough credit to cover the invoice.

    Check out the link below on how you can add credit to your account

  • How do I subscribe to pay automatically with PayPal?

    In order to subscribe with PayPal subscription so the invoice is paid on the exact day which you start to pay it is you need to click on the ‘Subscribe’ button as below! Please make sure it supposed to be the before the due time of the invoice.

  • I do not want to subscribe with PayPal. How can I pay without subscription with PayPal?

    If you do not wish to subscribe to RouterHosting for any reasons then you can follow the instruction below.
    To solve this issue you can go to your Client Area then click on ‘Add Fund’ and add the desired amount of money. With the credit you have added then you can pay the invoice.

    For more details please also check out:

    If you still have any issues please contact our Billing Department.

  • What is your Refund policy?

    RouterHosting offers 7 days money back guaranteed on new orders. If you wish to cancel your server, you must open a ticket from here to request a ‘Refund’ during these 7 days. We do not have a refund on re-occurring payments. So please be careful if you wish to cancel your service, to do it at least 4 days before the due time.

  • What payment options do you have?

    We do accept Bitcoin, PayPalCredit Cards (Master Card, VISA, Amercian Express and Apple Pay) and Alt Coins. We also have other payment options like: PerfectMoney and Payza for your convenience as well ­čÖé

  • I have paid by Bitcoin but the server is not installed yet?

    We get a high amount of tickets asking why the VPS is not provisioned yet? The answer to this question is when you pay by Bitcoin as soon as the transaction gets confirmed by the Bitcoin network the system automatically installs your order (it usually takes 1 to 20 minutes). However, sometime the Bitcoin network is very busy or the transaction fee is very low and the transaction may take longer. If a transaction does not confirm at least 3 confirmation in 24 hours. The transaction will be rejected and be refunded to your Bitcoin wallet.

    To avoid this problem simply specify a higher rate for the fee when you are about to pay by Bitcoin and your server will be installed after the 3rd confirmation.

    If you have any problem with a payment please direct directly to our gateway processor by going to:
    https://www.coinpayments.net/help-support

    For more information please take a look at
    https://bitcoin.org/en/how-it-works

  • Paying by Credit Card and Credit Cards verification, Why?

    Unfortunately we do get lots of fraud orders each month. To protect our customers and ourself as well we have to verify your first payment (This applies only with Credit Card option – Other payment methods does not needed to verify). In order to do that we may ask you to send us a copy of your photo ID (Driver license, Passport) and a copy of your Credit Card (It should have the 5 first digits and 4 last digits) or a recent utility bill with your name and address on it. To avoid any intruptions we encourage you to send these information directly to our Sales Department as soon as you made an order.

    Please ask us directly if you had any questions.

Pre-sales and order questions 11 questions
  • How do I cancel my service and when can I do it?

    Firstly, we are very sorry to see you want to┬áleave us. Please contact us directly from here if you have faced any problem before you request a cancellation as we are sure we can fix it for you ­čÖé
    WARNING: By canceling your service our system will automatically terminate your service so please be careful.

    Please follow the instruction below:

    Step1: First login to your Control Panel from:
    https://support.routerhosting.com/clientarea.php

    Then click on ‘Services

    Click on your VPS server which you want to ‘cancel‘ if you have multiple VPS servers please┬áselect the right VPS

    Step2:┬áClick on ‘Request Cancellation

    Step3: 1. Write down the reason you wish to cancel the service
    2. Cancellation Type, In this field you can decide if you do not need the server right away or you wish to keep it by end of the billing cycle.
    3. Then click on ‘Request Cancellation

    That’s it. You will see the following message┬á‘Thank You. Your cancellation request has been submitted. If you have done this in error, open a support ticket to notify us immediately or your account may be terminated.’

  • Are there any hidden costs?

    There is NO hidden fees. We mentioned everything in our order form. RouterHosting does not charge any extras ­čÖé

  • Are you reseller?

    RouterHosting is providing web services since 2008 and we owned our hardware in world class datacenters around the world.

  • Can I get a residential IP address VPS?

    You are just in luck, We do have a special plan in New York City which comes with an ISP aka residential IP address. To check out and order these special plans please click on the following link:

    https://www.routerhosting.com/residential-ip/

  • Could you provide test file and test IP (looking Glass)?

    Please check out our Looking Glass page on:

  • Do you allow adult Web sites?

    Yes, we allow legal adult content.

  • Please guide me on how can I order?

    Please check out the this guide.

  • What is ALLOWED and what is NOT ALLOWED?

    Any legal activities are allowed as long as it is not harming our network and users.
    Yes, we do also allow Torrents, IRC, Proxy and adult as well ­čÖé

    Illegal/crime activities such as Spamming, Phishing, Scamming, Mining, Attacks, Scanning Network, Trojans. NOT allowed and will cause an immediate termination without any prior notice.

  • Where is your data center?

    Please check out our available locations by clicking on the following link:

  • What is Hostname? What should I enter for a Hostname?

    Hostname or Name is an identification which a name you give to identify a server. So it means you can choose any random name as it is not important.

    For example, you can choose server01 or a domain name like server.example.com

    Note: Please DO NOT use [space], special characters like (:@#$%^&()/), http:// or https://, email address. It will break your order.

  • What is your DDoS protection means?

    Anti-DDoS protection can protect you against expensive DDoS attacks if your server ever is targeted for a DDoS attack. In RouterHosting we are glad to offer this feature for FREE while other VPS providers if they have this feature they would charge you for a DDoS protection.

    Please remember this is different than DoS attacks which cause your server load goes high and the website/server becomes slow and none-responsive. You still need to do a right software configuration and having a Firewall in place.

    For more information please visit:

Running a website on a VPS 1 question
  • How to set a Name Server and assign my domain name to the VPS?

    In this guide, I will go through a brief description of how you can point out your domain name to the VPS.

    First, you either have to buy a domain name or edit your current domain name.

    Each VPS comes with one dedicated IP address, which is only assigned to your VPS server. In your domain control panel, click on create/edit the current ns1 and ns2 or any subdomain and then enter your server IP address which will be as xx.xx.xx.xx and save it!

    That’s it.

Upgrades and Downgrades 3 questions
  • How can I upgrade my VPS to a higher plan or a longer term plan?

    It is possible to upgrade your VPS plan either to a longer term or to a higher plan with higher resources allocated to your VPS server.

    1. What should I do if I want to upgrade my current VPS to a higher VPS plan?
    If you wish to upgrade your VPS plan to a higher VPS plan, please first open a ticket with our support department and ask them if there are any available resources on the node (the node is the server that your VPS is located on).

    Scenario A (Not always possible)
    You have to process the upgrade and pay the difference. However, if not enough resources available

    Scenario B (Recommended)
    Always a fresh install is recommended. Most of the time we are out of resources, so a clean install is recommended, however, please make sure you do backup your data as all the data will be wiped out.

    Scenario C
    If you do not want a fresh install and want to keep the current data and configuration, then you can pay one time $25 fee, and we will migrate your VPS to a new node and perform the upgrade (Please note, it takes few hours to complete their request)

    2. What should I do if I want to upgrade my current plan to a longer-term plan and get the discount as well?
    For example, if you wish to upgrade your monthly plan to a yearly plan then simply

    Note: This section will be completed

  • I have upgraded my VPS and paid the invoice but nothing happened?

    I have upgraded but I do not see any results? If that is the case then please follow the steps below:

    Please pay any unpaid invoice (if there is any) then you need to do a ‘hard’ reboot from your VPS control panel. Simply please go to the control panel and click on ‘turn off’ and then click on after a few seconds ‘turn on’ again. Now you should see the upgrade changes.

    In some cases, you have to increase the hard drive storage. In order to do that please check out

    If you had any issues then please open a ticket as sometimes because of resources limitation the upgrade does not goes through.

  • VPS downgrades

    Unfortunately, downgrades are not possible as the drive size of a VPS cannot be shrunk but if you really wish to downgrade your server then you can order a new VPS server with lower parameters once you have moved your data then you can cancel your original VPS server.

VPS Control Panel (Virtualizor) 3 questions
  • How can I add PTR or rDNS entry?

    For security reasons, we have disabled the function adding PTR request in Virtualizor.
    In order to have an entry you have to open a support ticket and after we could verify you we can set a PTR request for your IP(s).

    Here are the rules you have to follow. 
    1. First, you need to have a working website on the domain name you wish to have PTR entry on it (a real website)
    2. The PTR entry must be pointed to the IP address and can be pingable.
    3. You have to use your real information when you have signed up on our website and not using VPN or Proxy servers when you have signed up.
    4. Any misuse an immediate termination will happen.

    Thanks

  • How to point my domain name to my VPS? (what are the Name Servers?)

    VPS servers are different than the shared web hosting. As you have a complete dedicated space then that means you have to create your own name servers. To perform that it is very easy to do.

    Step 1: You have to grab your VPS IP address which you can find it from the ‘server information details’ which emailed to you when you did sign up

    Step 2: Go and login into the control panel of your domain provider and from there create two name servers for your domain name

    example:

    ns1.yourdomainname.com IP: 1.1.1.1 (VPS IP)

    ns2.yourdomainname.com IP: 1.1.1.1 (VPS IP)

    That’s it ­čÖé

  • How to recover my files from corrupted Windows VPS?

    Please follow this guide on how you can retrieve your files:

Windows Troubleshooting 5 questions
  • How to Create a new windows user?

    If you are wondering if you can have more RDP users (which yes you can) and unsure on how to make a new user just follow the 9 easy steps below and you should have no problems.

    1. Open Start Menu
    2. Click on Server Manager up the top of the start menu
    3. The server manager box will than open and there will be multiple options to be expanded.
    4. Expand the expand menu thats named ‘Configuration’ than more will be shown.
    5. Look for the Local Users and Groups expand menu and expand it.
    6. You will then will be shown 2 folders called ‘Users’ & ‘Groups’
    7. Click on ‘Users’ and then on the toolbar at the top of the window giving 4 options to open though we only want one of them.
    8. Open the drop down menu named ‘Action’ than click on ‘New User…’
    9. Than fill in the details needed. ­čÖé

  • After upgrade the Windows does not shows the upgraded drive size?

    If you had done an upgrade from a smaller plan to a bigger plan first please make sure you have done hard ‘Reboot’ from the VPS control panel in your account to make sure the VPS loaded with the new configuration (We always recommend to make a back up from your sensitive┬áfiles before doing this) then if you do not see the right amount of space please follow this instruction:

  • How to use Windows Server 2003 VPS ?

    Unlike all of other our Windows installation unfortunately with Windows Server 2003 you have to take an extra step to gain access to Windows Remote Desktop (RDP).
    To do this you have to log in via VNC or noVNC for the first time (You have to do this only once)

    First, Please wait for 10 – 15 minutes after you have ordered a server (During this time our system installs your server)

    After making an order please go to Client Area > Login > Services > Choose the right VPS server and then click on VNC > Click on ‘Launch HTML 5 VNC Client’ and a new page will open.
    On this page, you will see the Windows login page. Click on Ctrl + Alt + Delete on the right-hand side and just press enter to log in (with the username Administrator and EMPTY password – You should leave the password blank)

    Once you have done that then you can connect to the Windows by using Windows Remote Desktop or similar software.

  • Why my Windows VPS is extremely slow?

    We get a time-to-time complaint about VPS slowness and it is interesting that 95% of the time is not slow but it is how you connect or use the VPS. In the following document, I will go through some steps to identify and fix the problem.

    1. the most common mistake is using VNC instead of Microsoft Remote Connection. I am surprised how many times we have this. VNC protocol is very slow especially working with Windows so please make sure you are using only Remote Desktop Connection (RDP). For more information, please visit:

    https://www.google.com/search?q=connect+to+windows+via+remote+desktop&oq=connect+to+windows+via+remote+desktop

    so we know what is the main reason so please use only Remote Desktop Connection. If the IP does not connect then open a ticket and we will help you.

    2. Please check the CPU, RAM, HDD resources that your server is currently using. Sometimes a buggy software can use all the resources and abuse the resources, which make the server very slow and laggy. You can easily check that by opening Windows Task Manager and look at the resources.

    3. Location of the server. Your location and the location of the server. It is very important to have a good latency to have a good connectivity to the server. For example, if you live somewhere in Canada it is best for you to get a server in Canada or USA which is close to you other than get a server somewhere in Europe however it depends on what you are trying to run on the server. RouterHosting has multiple locations in different countries. You can also ask our support to change the location of your server as well.

    4. Not enough resources. Sometime you just need more resources. In that case you have to upgrade the server to a higher plan which you can easily do it from your management area or you can open a ticket and we will help you.

    5. If none of the above was working then please contact our support team.

  • How to Reload (Re-Install) the VPS?

    In this guide, we are going to show you how you can re-install the VPS either with Windows or Linux distro. You can freely choose any version of the Operating System you wish to.
    WARNING: By doing this all of your data stored on the VPS will be permanently deleted. Please make sure you have back up from your important data.

    Step1: First login to your Control Panel from:
    https://support.routerhosting.com/clientarea.php

    Then click on ‘Services

    Click on the target VPS server which you want to reload the Operating System. (if you have multiple VPS servers please select the right VPS)

    Step2: Choose the ‘OS Reinstall’ just like the screenshot below

    Step3: 1. Choose your desired Operating System 2. Choose a strong password (the password needs to include an uppercase letter, a lower case letter, a number or a special symbol) 3. Click on ‘Reinstall’

    It shows you a confirmation WARNING: Existing data on VPS will be lost permanently (Please make sure you have backup of your IMPORTANT data)

    Congratulations. You have done the process. Now you have to wait 20 to 30 minutes till it loads the new Operating System. The page below will appear until it finishes the installation.

    When the installation is completed you will see a page like below

    I hope it did help you. Please let us know if you had any suggestions?

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