FAQ
The questions people actually ask
Billing, game servers and the technical detail. If yours is not here, email support and get an answer within 24 hours.
Account and billing
What payment methods do you accept?
Visa, Mastercard and American Express, plus PayPal, Apple Pay and Google Pay. Paddle processes every payment.
How does billing work?
Servers bill monthly from the date you buy. You get an invoice by email before each renewal.
Can I upgrade or downgrade my plan?
Yes, from the control panel. Upgrades apply straight away. Downgrades apply at the start of your next billing cycle.
What is your refund policy?
New orders have a 48-hour money-back guarantee. Contact support inside that window for a full refund. Renewals are non-refundable.
Is there a minimum contract?
No. Every plan is month to month. Cancel any time and the server runs to the end of the paid period.
Can I have more than one server on an account?
Yes. Order as many as you need. They all appear in one dashboard.
Game servers
How quickly is my server set up?
Most servers are ready to join within five minutes of the order being confirmed.
Which games do you support?
Over 40, including Minecraft (Java and Bedrock), Garry's Mod, Valheim, ARK, Rust, CS2, Project Zomboid and Terraria. The full list is on the game servers page.
How do I connect?
Your IP and port appear in the control panel and arrive by email. Enter IP:port in the game's server browser or direct connect screen.
Can I install mods and plugins?
Yes, through the file manager or the one-click installer. Minecraft supports Forge, Fabric, Bukkit, Spigot and Paper.
Are backups included?
Daily backups come with every plan, kept for 7 days, and restore in one click.
Can I switch games on an existing server?
Yes, reinstall with a different game at any time. It wipes the server's data, so back up first.
Technical
Do you offer DDoS protection?
Yes, on every server at no extra cost. Volumetric and application-layer attacks are filtered at the edge.
Where are your servers?
In the United Kingdom today. Locations in Europe and North America are in progress.
What is your uptime guarantee?
99.9% network uptime, watched around the clock, with redundant network paths.
Which control panel do you use?
Pterodactyl, an open-source panel for files, console, startup settings and schedules.
Do I get full console access?
Yes. A real-time console in the browser: run commands, read logs and watch performance.
Can I get a custom subdomain?
Yes, a free one such as myserver.hostxtra.co.uk, or point your own domain with an A or SRV record.