Dear Client

You contacted us because you have questions. We are therefore sending you our answers to the most frequently asked questions in this context below.

If none of these answer your specific question, please send us a new authenticated support request from your customer account (https://robot.hetzner.com/support/index).

On 15 December 2023, we will review our files and which customers have a Russian postal address on file. On the same day, we will terminate contracts with customers with a Russian postal address, and we will send those customers a notice about that termination. The termination will take effect on 31 January 2024.

We will provide all of our normal services without restriction until 31 January 2024.

It is possible for customers to choose to cancel some of our products before then. If the product you are using has this cancellation option, you can cancel via your account on the administration interface (https://accounts.hetzner.com). Cancellation dates after 31 January 2024 are not possible.

If you change the address data, please note that we may check it for plausibility.

1. I am not in the territory of the Russian Federation. Can my contract continue?

As of 15 December 2023, we will terminate accounts with a registered Russian postal address (not an email address). Please update your master data in good time before this date at https://accounts.hetzner.com/account/masterdata

Your customer contact information with Hetzner must be always correct and complete, including things like your correct telephone number. We reserve the right to carry out manual and automated checks, and we will request additional documents from you if we think your information is incorrect.

2. Can I transfer my products to a person/organisation outside the Russian Federation?

Yes, you can still transfer your Hetzner products before the deadline. You must do this yourself. You can find instructions for how to do this using the correct admin panel here:

Robot:
https://docs.hetzner.com/robot/dedicated-server/general-information/server-transfers-between-robot-customers/#transfer-without-the-marktplatz

Cloud:
https://docs.hetzner.com/cloud/general/faq/#how-can-i-move-a-resource-server--volume--floating-ip-to-another-account

konsoleH:
https://cdn.hetzner.de/cdn/public/Uploads/downloads/Uebertragung-en.pdf

If the product transfer is successfully completed before 15 Decemer 2023 to an account outside the Russian Federation, we will not cancel the product.

3. If I change my email address to one outside the Russian Federation, is that enough?

No, changing your email address is not enough. The postal address on the cancellation date is the decisive factor.

4. Can the cancellation be postponed to after 31 January 2024?

No, a later date is not possible. If a Russian postal address is still on your account on 15 December 2023, the products will be cancelled effective of 31 January 2024.

5. I have already changed my address. Will I still be cancelled?

If you have already changed your postal address to a country outside the Russian Federation, you will not be cancelled on 15 December 2023.

We hope that we have answered your question. If your specific question has not been answered, please send us a new authenticated support request from your customer account (https://robot.hetzner.com/support/index).

Kind regards

Hetzner Online