General Hivelocity FAQ

The following are a list of frequently asked questions about Hivelocity and its services.

Do You Offer Virtual Private Servers (VPS)?

Yes, we provide VPS hosting for both Linux and Windows platforms. Our platform is high-performance, reliable, and has the best price-to-performance ratio in industry (when comparing web server latency). We provide a 99.99% Uptime SLA and no setup fees. Visit our VPS Hosting FAQ to learn more.

Keep an eye on our blog for updates, sign up here to receive new product notifications, and read about the acquisition here for more information.

Not sure if VPS is right for you? Check out our article, What is VPS Hosting?, for general information on virtual private servers, their advantages and disadvantages, and whether you and your company could benefit from making the switch.

Do You Offer Colocation?

Yes, we do provide colocation services. We offer full, quarter, and half racks. With colocation data centers around the world, you can choose the location that works best for you. Each colocation customer is provided with a key code, allowing access to their locked cabinet space as needed.

Our facilities are staffed and available to customers 24/7/365. For more information on our colocation services and available data centers, check out our Colocation page. Get your quote today and see the Hivelocity difference for yourself!

Not sure if colocation is right for your business? Read our article, What is Colocation?, for general information on colocation and the benefits it can offer you.

Do You Offer Backups?

Yes! You can add our Daily Backup and Rapid Restore services to your hosting solution at any time. Starting at $29/month for up to 500GB of data, with available options ranging up to 8TB, you can eliminate the fear of data loss and remove the hassle of managing backups. With 5 unique recovery points from each of the 5 previous days, your data can be restored quickly and easily as needed. Call or chat with a sales agent today to see about adding Rapid Restore to your services and get your first month FREE.

In addition, we also offer Colo-Cloud Backup services starting at $39/month for 500GB of storage. For more information on available options, visit our Colo-Cloud Backup and Recovery page.

How Do I View My Bandwidth Usage Graphs?

Bandwidth graphs (MRTG) displaying real time usage of your server or servers are available to Hivelocity customers from within your MyVelocity control panel. To access your usage graphs, simply log in to MyVelocity, then click on the Services and Hardware button. Select the server you wish to view and then click on the Bandwidth and Usage tab.

For more information on services and features available to Hivelocity customers through our MyVelocity control panel, check out our MyVelocity page.

I Have Forgotten My Password for Logging in to MyVelocity

If you did not receive or have lost your MyVelocity login information, you can have it re-sent to your email. Go to the MyVelocity login page, and under the green Sign In button, select the option for Forgot Password. Enter your Hivelocity account email and click the Send Reset Password Email button to send a password reset request to your inbox.

How Can I Renew My Domain?

To renew a domain, you will need to open a support ticket and include the domain you’d like to renew as well as the number of years you’d like to renew it for.

If you are a current customer, payment will be applied to your account.

If you are no longer a customer, you will need to contact support via live chat. After receiving payment, your domain will be renewed.

Can I Resell Your Services? Can I Sell Your Servers on a Commission Basis?

Yes, we offer reseller discounts and referral commissions as part of our Partner Program. For more information, check out our Partner & Reseller Programs page. Questions on a specific detail? Reach out to one of our sales agents via phone or chat!

How Can I Transfer a Domain from One User to Another?

To transfer a domain, first go to the Reseller panel and select the option to Manage User Backups. Make a backup of the user who owns the domain you want to transfer.

Next, you’ll need to log in as that user. Go to the User panel -> Domain Administration -> and select the option to Change Domain Name. Change the name of the domain to something different (i.e. from domain.com to domain2.com). This is done so that you can restore the domain on the other account without the DA believing it already exists.

Now, go back into the Reseller panel and create the new user. Set the domain name to the actual name of the domain you are transferring. If the desired user already exists, then simply create the domain through that user’s User panel under the Domain Administration option.

What are the benefits of Network Automation?

A key part of the cloud experience is having fully automated, self-service networks. With Hivelocity’s newly updated Network Automation, our users can now self-serve public and private network configurations through the myVelocity control panel or public API. This means it’s now easier than ever to deploy Layer 2 VLANs, IPv4 subnets, Internet Gateways, and more, all on bare metal resources. These new automation features allow for greater agility and consistency when provisioning and managing applications, reducing compute costs and freeing up valuable time for developers to focus on application creation and deployment. With only a few companies offering network automation on bare metal servers, users now have a compelling new option for moving existing workflows off of the public cloud and onto bare metal, decreasing costs and improving application performance in the process.

Company Policies FAQ

What is the 99.99% Uptime Guarantee Policy?

Hivelocity guarantees the uptime of its network 99.99% of the time. In the event any customer experiences anything less than 99.99% uptime on our network, excluding scheduled maintenance, that customer is eligible to receive a credit upon request, as set forth herein. Hivelocity will provide a 5% credit to the affected server or shared account for each hour of downtime beyond one tenth of a percent per month.

For more details, check out our Network Service Level Agreement.

What is Hivelocity’s Refund Policy?

Hivelocity does NOT offer refunds for dedicated servers under any circumstance. Any credits for service are handled on a case by case basis at the sole discretion of Hivelocity’s management.

How Do I Contact the Abuse Department?

If you need to contact our abuse department or have a complaint, you can reach us at abuse@hivelocity.net.

What Happens if I Spam, Host a Phishing Site, or Perform Any Other Hacking?

Misuse of our services will not be tolerated under any circumstances. ANY form of spamming activity (mail spam, Usenet spam, pop-up spam, selling or buying spamware, etc.) conducted ANYWHERE on the internet, whether through our facilities or not:

• Will be grounds for instant and permanent termination of all services without prior warning;
  
• Will be grounds for seizure of all on-premises equipment and data;
  
• Will be grounds for forfeit of all funds paid;
  
• Will result in a demand for a payment of a fine of $500 for each incident, which must be paid within 24 hours. Failure to make this payment will result in immediate referral to a collection agency.

When Will My Account be Suspended for Non-Payment?

If you fail to pay or your automatic payment method is declined, you will receive an email on your due date, as well as additional notices over the next several days, informing you that your account is past due. In addition to these email notifications, within your MyVelocity account, you will see a red badge indicator on the Billing tab letting you know that your account is past due.

Once your account is 7 days past due, it will be suspended and your server or servers will be taken offline until your balance is paid. Once your server is taken offline, your data will be deleted permanently.

My Account has been Suspended. What Can I do?

If your account has been suspended due to non-payment, you have 2 options:

1. You can submit payment for your past due balance and then notify our billing department via email at billing@hivelocity.net, informing them that payment has been submitted.
   
2. You may also choose to submit payment and then follow up by opening a ticket with support.

*Note: You must submit payment in order to get your server back online. If you do not contact billing and make payment for your server within 7 days, the server will be resold.

How Can I Cancel My Account?

Cancellations will only be accepted if done properly using the following method:

• To cancel an account, you must log in to your MyVelocity control panel, go to the device you wish to cancel, and click the Cancellation button. You will be presented with a cancellation form which must be filled out completely.
  
• All account cancellations must be received at least 5 days prior to the date of renewal. If an account is cancelled with less than 5 days notice, it won’t be cancelled until the end of the next term and will be charged automatically on the renewal date.

*Note: When a cancellation request is made, Hivelocity will immediately remove all configuration information as well as all contents of the account on the date of the next renewal. This may include any unread emails left on the server.

Billing Policies FAQ

What is Your Billing Policy?

• Payment via Credit Card: Hivelocity accepts credit card payments in the form of Visa, MasterCard, American Express, and PayPal. Usage of a credit card as payment indicates authorization to cover all future recurring charges and additional fees using the same credit card on file. Credit cards will be charged recurring payments on the renewal date of the account.
  
  You can update your credit card information through the Billing tab in your MyVelocity portal.
  
• Payment via Other Methods: We also accept payments made by personal check, company check, wire transfer and money order, as well as a few other additional payment types. All funds must be payable in US dollars, and we reserve the right to refuse payment through international checks in foreign currencies.
  
  *Note: Payment for services via checks must be received prior to your account’s renewal dates to avoid interruption of your services.

What Types of Payment are Accepted?

We accept Credit Cards (Visa, MasterCard, American Express), PayPal, checks, Wire Transfer, ACH, and Bitcoin.

• Credit Card: To submit payment via credit card, log in to your MyVelocity account and click on the Billing tab on the left side panel. Then, under Payment Methods, use the Add a Credit Card option to enter your credit card information and save it to your account.
  
• PayPal: You can submit PayPal payments to paypal@hivelocity.net.
  
• Checks: Please address all checks to:
  
  Billing Department,
  8010 Woodland Center Blvd, Suite 700
  Tampa, FL 33614.
  
• Wire Transfer: If you would like to pay via wire transfer, you will need to contact our billing department directly. While this method is accepted, it is only used in rare instances. If you need to reach our billing department, you can do so via email at billing@hivelocity.net or by phone at 813-471-0355 ext 3.
  
• ACH: If you would like to submit payments directly from your bank account, you can do so by entering your banking information in MyVelocity. After logging in to your account, navigate to the Billing tab and select the option for Payment Methods. Click the Link Bank Account button, enter your Account and Routing Numbers, and fill in the remaining information.
  
• Bitcoin: If you would like to pay via Bitcoin, you must speak to a sales agent when placing your order to receive instructions on how to complete the payment.

How Do I Change My Billing Information?

To change your billing information, log in to your MyVelocity account using your username and password. Then, under the Billing tab, select Payment Methods and choose the payment type you would like to add or update.

How Do I Change My Billing Period?

If you’d like to change your billing period, please contact your account manager or our billing department directly. Alternatively, you may also make a request to the billing department via support ticket to have your billing period changed.

How do I See My Billing Statements?

To see past billing statements, you will first need to log in to your MyVelocity account using your username and password. Then, select the Billing tab and the Invoices option. Under Download invoices by year, choose the year you’d like to see invoices for, confirm your email address, and click the Email Invoices button to have a download of your invoices sent to your inbox.

How is Bandwidth Overage Billed?

Bandwidth overage is billed differently depending on which of our services you are currently using.

• For Our Dedicated Server Customers: All of our standard server plans include a finite amount of monthly data transfer denoted by the amount of TB included. You will select an allotted amount of bandwidth for your server and you will be billed based on your monthly use. Hivelocity will calculate your bandwidth usage each month based on your total data transferred in a given billing period.
  
  Should you exceed the allotted bandwidth for your server plan in the current billing period, you will be charged an additional fee per GB over the allotted server plan amount. This charge will be applied to your account for immediate payment. Depending on your selected configuration, this fee may be negotiable.
  
  You may also choose to upgrade your server to a 1Gbps unmetered port. For more information on our unmetered options, check out our Unmetered Ports page. For more than a 1Gbps commitment, please reach out to your account manager via support ticket to discuss your options.
  
• For Our Colocation Customers: We offer two options for bandwidth usage for our colocation customers. Typically, colo customers are billed using the industry standard metric of the 95th percentile. To start, customers must select a commitment level from 10Mbps to 10Gbps. Then using the 95th percentile metric, billing overage is determined by averaging the total throughput after removing the top and bottom 5% of usage. Should this average exceed the user’s commitment level, anything over what was committed to is billed an additional fee per Mbps of overage. Depending on the commitment level selected, this overage price is negotiable, but generally averages between $1.50 to $2.00 per Mbps.
  
  The second option available to our colocation customers works the same way as our overage billing for our dedicated servers. Customers may choose to select a finite amount of monthly bandwidth ranging from 5TB to 500+TB and, should they exceed this, they will be billed an additional fee per GB of excessive data usage.

What Happens if I Purchase Additional Products in the Middle of the Month?

Any additional resources purchased between billing cycles will be prorated accordingly. Charges will be calculated based on the number of days remaining from the date when the resource was purchased to the end of the billing cycle.

I Am Set Up for Automated Payments But the Payment Didn’t Go Through

If your account is set up for automated payments but your payment hasn’t been posted, this could be due to one of several reasons.

• It’s possible that the credit card on file is being declined for some reason. You will want to double check that the correct credit card is on file.
  
• It is also possible that the credit card on file has expired. If this is the case, you’ll need to update the information on your account with a new credit card.
  
• Lastly, it’s possible that your account was set to PayPal. If this is the case, you can either send PayPal to paypal@hivelocity.net or set up a PayPal subscription to pay your invoices on a scheduled basis.

I Have Entered My CC Information Correctly but My Payment is Being Declined

If you are encountering an error with submitting your CC information but are certain that your information is entered correctly and that the necessary funds are available, you will want to reach out to our billing department via email at billing@hivelocity.net letting them know this information. You can try submitting the CVV code to them directly or ask that payment be split into 2 different payments if there are limits on your credit card.

I Already Cancelled My Account But I was Billed Again

If you followed the cancellation policy but your account was charged again, please email our billing department at billing@hivelocity.net and inform them of the situation. They will make sure that your account has been cancelled properly and will refund the payment back to your card.

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In “My account icon” click in “Account Settings”;

The first block will be your Contact Information. You change the information you want and them Click in “Account Up to Date”.

How do I change my Payment Method to PayPal?

If you want to change your Payment Method to PayPal account link, please go to https://my.hivelocity.net/ and Login.

Click in “Billing”, and then in Payment Methods.

Click in “Create Paypal Subscription” than complete the process as requested.

How do I update my Credit Card information?

If you want to update your Credit Card information, please go to https://my.hivelocity.net/ and Login.

Click in “Billing”, and then in “Payment Methods”.

Click in “Add a Credit Card” than complete the information requested in the form. When finished click in “Confirm”.

If you don’t remember your password, please contact our Support for reset.

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Purchasing an SSL is easy. Installing it? Not always so clear cut. We’ve worked to make it as simple as possible to secure your site with an SSL. This walkthough is designed to walk you though it in an easy to follow, step by step process.

The first step is simple, choose the best SSL for your needs in our store!

Once purchased, you’ll receive an email directing you to myVelocity. From here you can view your order until your payment has been posted.

After your order has been activated, it’ll appear under the “SSL certificates” subnav of SSL, under “Services & Hardware” within myVelocity.

Activation

Let’s go ahead and activate our newly purchased SSL.

Upon pressing activate, we’ll be presented with a screen asking for our “CSR”. CSR stands for “Certificate Signing Request”. This can be generated by your server, or you can use our CSR Wizard to generate one.

Using the CSR Wizard

Generating a CSR is easy, simply fill out the form and you’ll be given a command to run in your terminal.

Once filled out, you’re given instructions on what commands to enter next, based on your original entries.

To generate a CSR, simply open your terminal (if on a Windows OS, we suggest cmder or cygwin packages to install openSSL on your device), then enter the command provided by the wizard:

Then copy the contents of the CSR into the form within myVelocity:

Email validation

The next step is to choose the admin contact to validate ownership of the domain. If none of these email addresses exist, you’ll need to create it prior to completing this step.

Confirm your contact details

Next you’ll need to confirm your details for the SSL. We try to make this as easy as possible by pre-filling with your myVelocity contact information. This is also where the final certificate will be sent after confirmation.

If any of this doesn’t look correct, hit “change”, otherwise just hit activate to finalize the process.

Final steps

• After this wizard, you’ll receive an email from the certificate provider to the email address you specified in the email validation step. You’ll need to click a link or enter a code (process dependent entirely on the provider)

• Post validation completion, you will receive the certificates to the email you specified in the contact details step.

• If you used the CSR generation wizard, you’ll also need the .key file generated by the command run upon generation. This will need to be installed on the server itself. Installation may vary depending on your software.

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1. Login to my.hivelocity.net.

2. Click on the account image in the top right corner. This will open the account menu.

3. Click on the “Account Settings” in the side menu.

4. Click the “Security Questions” accordion near the middle of the screen.

5. Follow steps on the screen to setup your security questions.

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1. Log into your account at my.hivelocity.net.

2. Click on “Services & Hardware” on the left hand side.

3. Click on “Cloud Storage” on the top of the page.

4. Click the “Setup My Cloud Storage” button

5. Tada! after a few moments you will have the login information to your new free Cloud Storage account!

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IPMI is a useful feature on your device that allows you to remote control your server regardless of if it has an internet connection. Instances in which you might want to use IPMI include checking why a server is not responding or if you want to load and mount a different ISO to it. Hivelocity customers are of course welcome to reach out to our support as well if you’d like us to help investigate any issues you’re experiencing, but if you’d like to know how to gain access to your server yourself via IPMI, then the following instructions will guide you through the process.

To access IPMI, you need to go to the customer portal at https://my.hivelocity.net/ and click the Devices tab, then select which of your device you’d like to remote control and go to the Sensors tab. There you will find an IPMI access button which will provide you with the necessary credentials and add your IP temporarily for access. The process is relatively straightforward, but for those who’d prefer step-by-step instructions, we’ve broken the entire process down into steps below.

Steps to Gain IPMI Access to Your Server

The following procedure breaks down the process for accessing your server via IPMI into 6 easy steps.

1. First, log in to your account at my.hivelocity.net/auth/login
    
   
2. Once you’re logged in, Click on the Devices tab on the left and select the device you wish to access using IPMI from the list of available devices.
    
   
3. Next, click on the Sensors tab as shown below.
    
   
4. From here, click on the Connect to IPMI button on the right side of your screen.
    
   
5. At this point, you can now connect to IPMI using one of two different methods: 
    
   1. The first method involves temporarily allowing your IP through the IPMI network by adding it to the allowed list. This gives you access for a limited time of 12 hours. To do this, simply click on the Allow IP button.
       
      
       
      1. After a few moments, the red text to “Show my IPMI Credentials” will appear. click this to reveal your user credentials as shown below.
          
         
      2. Now, press the IPMI Login Page button to open the IPMI page and proceed with your credentials as shown below.

         

   2. The second method involves using the VPN option as shown below.
       
      
       
      1. By pressing the Use VPN button you will be presented with further instructions on how to proceed, as shown in the image below.
          
         
6. After using one of the two methods described above, you should now be able to remotely view your system and perform tasks such as loading ISOs, reviewing event logs, and checking hardware information.
    
   
    
   *PLEASE NOTE: you must connect to the VPN prior to accessing the IPMI web UI or have added your IP to the allow list as shown in the steps above.

Congratulations! You have successfully logged into your server’s IPMI. You can now do things like reboot and console your server as if you were standing directly in front of it.

For more information regarding usage of the IPMI system, check the following user’s guide published by the manufacturer: https://www.supermicro.com/manuals/other/IPMI_Users_Guide.pdf

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We offer both self-managed and fully-managed dedicated servers. For more information on what is included with our fully managed dedicated servers please visit https://www.hivelocity.net/services/server-management/.

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Yes, we do provide softaculous with the monthly fees of $4/m only. Once you ordered the softaculous, it will be installed with CPanel itself and you will be able to use it as soon as you get your server online and ready.

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