Frequently Asked Questions
Question: Why are your prices different from provider X?
Answer: We believe that hosting is serious business. To ensure we dont compromise on our clients we believe that asking higher prices than most budget hosts will only benefit the quality of service. In both online time of the servers as decent support. Budget hosts often compromise on network connections, server hardware and often server overbooking, by charging a bit more for our servers we ensure these things will not happen.
Question: I didnt recieve my order confirmation, what now?
Answer: Please make sure our email was not blocked by SPAM or Junk-mail filters. To make sure you always recieve our emails please add: hyperized@web.hyperized.net to the white-list. If you still did not recieve a confirmation email, please notify our admins and we will resolve the issue as soon as possible.
Question: Do I have to sign a contract?
Answer: No :). We work with a pre-paid server system. You are a 100% free to quit with our servers when ever you want. There is no strings attached. We work with the policy: "You pay, we host, no matter what".
Question: Why do you need my personal details?
Answer: We are required by law and tax regulations to gather and store personal information regarding your name, country of residence, postal address and it is very useful to supply us with a actual email adres if you want us to be able to send you the server details ;)
Question: I ordered what now?
Answer: When you click "Confirm" on the order page your order will be processed by us and you will recieve a confirmation by email of this. This confirmation email is important because it contains the payment instructions. We expect you to forfill this due within 7 days. If this period is exceeded the order will automaticly expire and any payments being made will be canceled. If you selected to pay by Paypal you will be supplied with a Direct payment URL which will lead you directly to Paypal and the checkout page, simply confirm the details and check out to finish the order. In case of a bank transfer we will provide you with the required Bank details and request you to transfer manually. Since bank transfer may take up to 5 working days we can also accept screenshots of online bank transfers or scans of bank reciepts as temporarely confirmation that the payment is made, allowing us to set up the server directly. Once the payment has been made you will recieve a payment confirmation and the status on the order will be updated. You can expect the server to be online within 24 hours of this notification (however, in practise the server is online within 2 hours).
Question: How long will setup take?
Answer: We allow our staff to take 24 hours setup time to review, customize and set up a server. However in 95% of the time this is within 2 hours of the confirmed payment.
Question: Can you locate the server close to me?
Answer: Yes, we have serveral international server sites and it is possible to request a specific site in the "Comment" field of the order form.
Question: I have special setup wishes, how do I let you know?
Answer: You can let us know by filling out the "Comment" field in the order form.
Question: Something is wrong after the setup, can you fix this?
Answer: Absolutely. If something is wrong, let us know as soon as possible and we will fix it.
Question: I cannot log in!
Answer: Please check first if you have the correct login (supplied in our Server setup email) before calling in for support. However if you are very sure these details are correct and you are still not able to log in, please contact our admins for assistance.
Question: I get a complicated error on my screen, now what?
Answer: This is mostly a easy to fix problem, usually these problems occur when the config file on the server is missing. However if this is not the case you can report this as bug, so our admins can go out and fix this :).
Question: Rcon does not work for my server, why?
Answer: There are two options, either the GameCP is not able to identify the Rcon password from your config file (this is automatic) in which case you can report this as bug. Or your server does not support Rcon. Games that dont support Rcon are often Unreal-based games, or games that run on a similar architecture.
Question: Module X does not work, what now?
Answer: The key is to report the issue to our admins. We usually fix bugs within hours, sometimes even minutes so you can get back to play your game! However make sure to provide us with all the details of the problem, include errors, buttons that did not work and other relevant information.
Question: My gameserver is offline, help!
Answer: First of all: do not panic. There is a few events that can cause your server to be offline.
The right course of action is to check the News page first. It may contain important information regarding your server that you might have missed. It also displays which production servers are reported offline on the right side of the page. If the production server responsible for your gameserver is offline we are aware of the issue, our admins have 24/7 SMS notification and will get to the problem right away.
If the production server is online it is very likely that only your server is offline, try to log in to GameCP and use the "Restart" button to restart the server, this in many cases resolves the issue. Also if you recently added custom content or a server mod, make sure to disable or remove this, as this might cause the server to be offline.
If for some reason the server is still offline after 2 minutes you should contact our admins and report your server down. We will do our best to make sure it is online as soon as possible.
Question: I want to change the server name/password/settings, where do I change this?
Answer: There are two ways to modify content on the server.
If you only want to change the server configuration you can use our GameCP -> Config module to edit the configuration live on the server. Make sure to "Restart" the server after making these changes.
The second method to modify content on the server is using the File Transport Protocol (FTP) server. FTP is a method that allows you to transfer files between your own PC and the server (and back). If you are not sure how FTP works it is wise to look at a FTP tutorial.
Question: The download speed for custom maps/mods is slow, can you make it go any faster?
Answer: Yes, all our customers are entitled a free 1000MB redirect. However you will have to request the setup of this during ordering or after setup.
Question: I get a FTP error when I try to log in.
Answer: Please check first if you have the correct login (supplied in our Server setup email) before calling in for support. However if you are very sure these details are correct and you are still not able to log in, please contact our admins for assistance.
Question: I get a FTP error when I try to upload/download a file
Answer: The key is to report the issue to our admins. We usually fix bugs within hours, sometimes even minutes so you can get back to play your game! However make sure to provide us with all the details of the problem, include errors, buttons that did not work and other relevant information.
Question: The folder refuses to show the files when I connect to the server.
Answer: Disable Passive mode in your FTP client
Question: Where do I find the web administration for my TeamSpeak server?
Answer: A overview of all the TeamSpeak web panels can be found at the VoIP page.
Question: Someone hacked my server, can you help me?
Answer: That depends actually. "Hacked" servers are often due to leaked passwords and there is not much we can do about that. We advise not to give out Server Admin accounts to anyone other than paying account holders of the server. Servers that are actually hacked are very rare to find, however if this does occur the best thing to do is to report this right away so we can shut the server down and repair it. In most cases the best solution for us is to simply reinstall the server, in which case we will revert it to the initial setup and will advise you to change the user rights.
Question: I cant log in!
Answer: Do NOT forget to fill in the TeamSpeak port number. Each user is binded to a specific port.
Question: I installed a Mod and my server stopped working, how can I fix this?
Answer: The obvious answer is to revert the installed mod, or to simply disable it. Since we do NOT provide support for server mods we are not always able to help you find the issue, however we can assist you with this. In the rare occasion that the server is permanently damaged by the mod we can only assist you by reinstalling the server completely. If any problems regarding mods occurs the best way to seek assistance is to create a support ticket.
Question: Do you support mod X?
Answer: Easy answer: No. We cannot guarantee that every mod will work, however we can assist you the setup of a populair mods. Ultimately we are not responsible if a mod does not work and the server is offline due to it.
Question: Something is wrong, my server lags!
Answer: If the server lags and the ping in the game is low it is possible that there is a configuration problem. If you are the only one with this problem and other visitors of your server do not feel this effect we advise to look at your own PC first. If you are sure this is not the issue and others have this problem as well it is best to report this issue with our admins so they can look at the server configuration.
Question: I have a high ping, what now?
Answer: We kindly ask you to run a trace to the server. It will automaticly notify us of your high ping and identify the link that causes problems at the same time. We will then report the issue to our Network Administration to have it solved as soon as possible.
Question: How do I run a trace?
Answer:
In Windows XP & Vista(english version):
- Click on 'Start'
- Windows XP
- Click Run.
- In the Open: field type: cmd and click OK.
- Windows Vista
- Type: cmd in the search bar.
- Type: "tracert yourserverIP here" (no quotes "") in the black command box and hit Enter (example: tracert oracle.hyperized.net)
- Wait till the program ends
- Make a screenshot of this window (Alt + Print Screen)
- Open Paint (or any other image edit program) and press Cltr + V to paste the screenshot in the program.
- Save the image as JPEG or GIF format. We prefer if you name the file: date-yourip-tracert.extension (What is my IP? http://www.yourip.us/) .
- Send the image as email attachment to: admin@hyperized.net. The subject should be: Tracert - your IP.
We will mostly reply within 12-24 hours with a proposed solution to the problem.
TOPQuestion: I recieved a email with a renewal proposal, do I have to continue?
Answer: No, the renewals propose you with another pre-paid period, but there is no obligation to continue. To quit the server simply dont pay for the next period, the server will automaticly expire and the server data will be terminated.
Question: My bank transfer will take X days to get there, will it be in time?
Answer: In our experience bank transfers take up to 5 working days. This is why we allow 7 to 10 days for international bank transfers to be completed. Do note that we also accept screenshots of internet bank transfers and scans of bank reciepts as temporarely proof of payment.
Question: I no longer want the server, can I get my money back?
Answer: No, standard policy does not allow us to refund a server for any reason. The only condition in which refund will take place is when Hyperized Hosting fails to meet hosting standards (99,7%) and admins judge there was reason to (partially) refund the server due.
Question: My server was down, can I get credit on my account now?
Answer: In case of unscheduled downtime longer than 2 hours due to a maitenance/mistake on our side we will allow running accounts to be credited with extra time, this varies from a day up till a month varying on the severity of the downtime and caused problems. Important note however is that this extra credit has to be requested by ticket within 48 hours of the occured downtime.
