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FAQ

GENERAL

WHAT ARE YOUR SUPPORT HOURS?
CAN I UPGRADE/DOWNGRADE MY SERVER AFTER ORDERING?

Absolutely! We have a system that allows you to upgrade or downgrade your server at any time - it's a self-serve system that you can access from the client area. When upgrading, you will only need to pay the prorated amount (the difference between your current and chosen plan), and when downgrading simply open a support ticket for a prorated refund. Here's a guide that explains it in more depth.

WHERE ARE YOUR STAFF LOCATED?

Our support team operates across the globe. We have team members located in every major continent to provide the fastest support at any time of the day.

CAN I TRANSFER MY EXISTING SERVER TO AlienVPS?

Absolutely! We provide Full FTP Access to your server, making uploading worlds/plugins to the server easy. While we do provide a Web FTP Client with Multicraft, we would highly recommend downloading an FTP Client such as FileZilla. If you currently have Minecraft Hosting with another host, we are more than happy to transfer your current files over for you - simply contact our support team with the control panel login details (and control panel link) for your previous host and any other details we'll need to access your files.

HOW LONG DOES SETUP TAKE?

It's instant! Our automated system will automatically activate your server immediately after you complete your order.

WHAT PAYMENT METHODS DO YOU ACCEPT?

PayPal
PayPal is the safest way to pay online. You can make a payment via PayPal with a Credit/Debit Card, connected bank account or PayPal balance.

Credit/Debit Card
We accept Visa, MasterCard, American Express and more cards directly via Stripe.

WHAT IS YOUR REFUND POLICY?

We offer a 30 day money back guarantee. If for any reason you're not happy with your purchase or simply changed your mind, just contact us for a full refund - all we ask if that you let us know why so we can improve our service for the future.

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MINECRAFT

WHAT ARE THE SPECS ON YOUR SERVERS?
CAN I CHANGE PLAYER SLOTS?
WHY CAN'T I CONNECT TO MY SERVER?
CAN I USE ANY MODS OR SERVER TYPES I WANT?
DO YOU PROVIDE A MYSQL DATABASE?
CAN I CHANGE THE LOCATION OF MY SERVER?
HOW MUCH DISK SPACE IS AVAILABLE ON MY SERVER?
WHERE ARE THE SERVERS LOCATED?
WHAT CONTROL PANEL IS PROVIDED FOR MINECRAFT?

We use the Multicraft control panel for our Minecraft servers. Multicraft is the world’s most popular control panel for Minecraft. It’s easy to use and we’ve packed it full of useful features to make your life easier!

CAN I USE MY OWN MAP ON THE SERVER?

Of course! You can upload a custom world via FTP. We also have a tutorial explaining the process.

CAN I RUN A MODPACK ON MY SERVER?

Absolutely! All of our packages support every modpack.

OTHER

DO I NEED TO PORT FORWARD?
CAN I PAY IN OTHER LENGTHS, RATHER THAN MONTHLY?
I CAN’T LOGIN! WHAT DO I DO?
ARE THE SERVERS DDOS PROTECTED?

Yes! We guarantee full protection against Denial of Service (DDoS) attacks under our SLA.

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