> The full list of articles is in [llms.txt](https://docs.f3cloud.com/llms.txt). Every page has a Markdown version: add .md to its address. This page as Markdown: [https://docs.f3cloud.com/en/client-area/frequently-asked-questions.md](https://docs.f3cloud.com/en/client-area/frequently-asked-questions.md).
# FAQ, or frequently asked questions about F3 Cloud hosting
Answers to common questions about F3 Cloud hosting. Trial server, activation, IP addresses and blocks, traffic, operating systems, payment, plan changes and refunds.
We have gathered answers to the questions we are asked most often. If you can't find the answer you need, write to us in a ticket from the client area, and our support team will be sure to help.
## General information
Is there a trial period?
Yes, you can test a server free of charge for **24 hours**. The trial is available on the **DE-Promo**, **DE-RZ9-1** and **DE-RZ9-2** plans, once per person and per account:
1. Choose a suitable server and add it to your cart, but don't pay for it.
2. Write to support through a ticket, giving your account email, the location, the plan and what you need the trial for.
3. We will review your request within **3 days** and, if we have free resources, launch the server.
When the trial ends, the server is suspended. If you pay for it, it will keep running with the same details and IP address. You can find all the details in the article on the [free trial server](https://docs.f3cloud.com/en/client-area/trial-server.md).
What is F3 Cloud?
**F3 Cloud** is a virtual server (VPS/VDS) hosting provider in Europe. You choose a plan and an operating system, pay in a way that suits you, and a couple of minutes later you get a ready server with full root access.
Everything is managed in the client area. There you can renew a server, change the password, open the console, view the connection details and go to the panel where the system is reinstalled. You don't need any special skills for this.
How quickly is a server activated?
A server is usually ready just **2 minutes** after payment.
If you chose preinstalled software when ordering, installation will take a little longer. Occasionally activation may be delayed because of high load in the chosen location. If the server hasn't started within 10 minutes, write to us in a ticket and we will check everything.
## Technical information
What type of virtualisation is used?
We use **KVM** virtualisation. Each server gets its own isolated resources and works like a separate computer, so you can install any software on it, change the kernel and configure the system the way you like.
Can I add extra IP addresses?
Yes. When ordering, you can choose up to **16 IPv4 addresses** per server, including the main one. Each additional address costs **150 ₽ a month** on top of the plan price.
If you need more addresses, write to support and we will raise the limit.
Is IPv6 supported?
Yes. Every **F3 Cloud** server gets an IPv4 address and its own **IPv6 /64** subnet straight away. You don't need to order anything extra.
Do you block any ports?
We only block **SMTP ports**, which are used for sending email.\
We don't restrict any other ports, and you can configure them yourself, for example with a firewall on the server.
I can't connect to my server. What should I do?
Checking a few simple things usually helps:
1. If you have only just ordered the server, wait a couple of minutes for its status to change to **Active**.
2. Check the IP address, login and password against the server's **Instructions**. We showed where to find them in the article [on ordering a VPS](https://docs.f3cloud.com/en/client-area/order-vps.md#access).
3. Connect to a Linux server over SSH on port **22**, or on the new port if you have changed it. Connect to a Windows server via Remote Desktop.
4. If the server opens from one network but not from another, for example it doesn't work over Wi-Fi but works over mobile internet, the provider of that network is most likely restricting access.
There is also a Console button in the server list, which lets you open the server right in your browser. If nothing helps, write to us in a ticket and we will sort it out together.
Do you back up servers?
Not yet, we don't take snapshots or backups of servers. You need to save important data yourself, for example by regularly copying it to your computer or to cloud storage. This is set out in clause 8.4 of the [Terms of Service](https://f3cloud.com/en/legal/terms).
## Server locations
Where are the data centres?
Our servers are hosted in three European locations:
* **Germany** – network connected in Frankfurt through the TornadoDC FRA1 data centre;
* **The Netherlands** – Amsterdam;
* **Finland** – Helsinki.
You can see which plans are available in each location right now on our website [f3cloud.com](https://f3cloud.com/en?ref=docs) and when placing an order in the client area.
## Network features
What connection speed do the servers have?
The port speed depends on the plan:
* **DE-Promo** – up to 125 Mbit/s;
* **DE-RZ9 plans** – up to 1 Gbit/s.
Is traffic unlimited?
No, traffic is counted for each calendar month, and the limit depends on the plan:
* **DE-Promo** – 1 TB a month;
* **DE-RZ9 plans** (from DE-RZ9-1 to DE-RZ9-16) – 32 TB a month.
Once the limit runs out, each additional terabyte costs **150 ₽**.
The network must be used in line with the [Acceptable Use Policy](https://f3cloud.com/en/legal/acceptable-use). If a server constantly puts excessive load on the network, we may restrict it.
What should I do if my server's IP is blocked in Russia?
Blocks on the side of Russian internet providers are beyond our control, and the server and its IP address keep working. That is why we don't recalculate charges or issue refunds in this case, as set out in clause 5.5 of the [Terms of Service](https://f3cloud.com/en/legal/terms).
However, the address is easy to change:
1. Order an additional IPv4 address for **150 ₽ a month** with the IP-адреса (IP addresses) button in the server list.
2. Make the new address the main one in the same section.
If you'd rather not deal with it yourself, write to support and we will do everything for you.
## Operating systems
Which operating systems are supported?
When ordering, you can choose **AlmaLinux, CentOS Stream, Debian, Oracle Linux, Ubuntu** or **Windows**. You choose the system version in the same place, on the server configuration page.
If the system you need is not on the list, contact our support team and we will help you install it.
> **About Windows.**
>
> Windows itself takes up some resources for system processes, so it's best to choose a plan with at least **2 vCPU** for it. That way the server will run stably and have enough power for your tasks.
>
> Windows is activated automatically, so you don't need to do anything extra.
Can I reinstall the OS myself?
Yes, you can reinstall the system yourself in the client area, in the **Actions** menu above the server list. It usually takes **a couple of minutes**, and you don't need to contact support for it. We showed all the steps in the [OS reinstallation guide](https://docs.f3cloud.com/en/client-area/reinstall-os.md).
## Payment and guarantees
Which payment methods are supported?
You can pay for services:
* via **SBP** (Faster Payments System);
* with a **Mir bank card**;
* in **cryptocurrency** via Heleket;
* from your **personal account** in the client area.
Funds are credited automatically as soon as the payment system confirms the payment.
Are there discounts for paying for a long period?
Yes, on **DE-RZ9** plans, the longer the period, the more you save:
* for 3 months – a **5%** discount;
* for six months – **10%**;
* for a year – **15%**.
Period discounts don't apply to the **DE-Promo** plan, because it already has a special price.
Do you have promo codes?
We don't have permanent promo codes, but we do offer discounts for paying for a long period. We sometimes post promo codes on our social media, so subscribe to the [F3 Cloud Telegram channel](https://t.me/f3cloud_news) so you don't miss anything.
How does auto-renewal work?
If you turned on auto-renewal when ordering, the server will renew itself on the day the paid period ends. The money is taken from your client area balance, so you just need to top it up in time.
We don't take automatic payments from bank cards.
What happens if I don't renew my server?
When the paid period ends, the server is suspended.\
We keep your data for another **48 hours**, and during that time you can renew the server without any rush.\
After that, the data is deleted and cannot be recovered.
Can I get a refund?
You can get a refund if the server didn't work through our fault. In that case, we will refund the payment for the unused days.
The price of the **DE-Promo** plan is a special offer and is non-refundable. All the terms are described in detail in the [Terms of Service](https://f3cloud.com/en/legal/terms).
Is there an uptime guarantee?
Yes, we guarantee server availability of **99.8%** a month. This is set out in the [Terms of Service](https://f3cloud.com/en/legal/terms).
Do you have a referral programme?
Yes. Invite your friends and get **5%** of their payments. We explained how it works in the article on the [referral programme](https://docs.f3cloud.com/en/client-area/referral-programme.md).
## Account and plan
Can I switch to a different plan?
Yes, you can move to a more powerful plan at any time, including from **DE-Promo** to any of the **DE-RZ9** plans. The server is simply moved to the new plan, and all the data and the IP address stay where they are.
You can change the plan yourself in the client area or through support.
> **You can't move to a lower plan.**
>
> You can't move to a lower plan, because a virtual server's disk can be enlarged but not reduced.
How do I delete my account and personal data?
In the client area, open **User settings** (Настройки пользователя), find the **Operations with personal data** (Действия над персональными данными) block and click **Delete my personal data** (Запрос на удаление персональных данных). The billing system will create a support request by itself, and we will process your request.
Do you work with legal entities?
No, at the moment we only work with private individuals and don't issue closing accounting documents.
## Usage rules
What is prohibited on the servers?
The main things you must not do on **F3 Cloud** servers are:
* mine cryptocurrency;
* send mass email mailings;
* carry out DDoS attacks, scan ports or brute-force passwords;
* distribute malware, host botnets or phishing pages.
The full list of rules is in the [Acceptable Use Policy](https://f3cloud.com/en/legal/acceptable-use).
## Our resources
**Telegram channel:** [https://t.me/f3cloud_news](https://t.me/f3cloud_news)\
**F3 Cloud:** [https://f3cloud.com](https://f3cloud.com/en)