FAQ and troubleshooting
The website
Section titled “The website”Which browsers does the website work in?
Section titled “Which browsers does the website work in?”Chrome and Edge 107 or later, Firefox 106 or later, Safari 16.1 or later and Samsung Internet 19 or later.
Can I use the website on a phone?
Section titled “Can I use the website on a phone?”On a phone the website shows everything but the controls that change things. Logging in and out, the theme, copy buttons and filters still work there.
How are amounts rounded?
Section titled “How are amounts rounded?”The API and ghost give amounts exactly. The website shows amounts with two
decimals, rounded to the nearest cent (half a cent up), and an amount under
two cents with two significant digits, rounded the same way: $0.006895 shows
as $0.0069. Backup prices per GiB show every decimal they have, such as $0.001
per GiB to create a local backup. Totals are the sum of their parts as shown.
Does a stopped instance cost money?
Section titled “Does a stopped instance cost money?”Yes. A stopped instance is billed like a running one except that it uses no CPU time: its base price and metered traffic are still charged. Deleting it stops the charges; see While an instance exists.
What happens when my balance reaches zero?
Section titled “What happens when my balance reaches zero?”Billing stops. Gigahost then stops each instance, makes a final recovery backup where capacity is available, deletes your other backups and deletes the instances. You are warned seven days ahead; see If your balance runs low.
Is a failed creation refunded?
Section titled “Is a failed creation refunded?”The creation charge is refunded when the creation fails, unless you caused the failure. See Refunds of a failed creation.
Funding
Section titled “Funding”I sent MMX and nothing arrived
Section titled “I sent MMX and nothing arrived”The first thing to check is that the payment carried your exact current deposit memo, because a payment with a missing or unknown memo cannot be assigned. Confirmed deposits are scanned every 10 seconds once they have enough confirmations. See Funding your account.
Network
Section titled “Network”Why can my instance not send mail?
Section titled “Why can my instance not send mail?”Outgoing connections to ports 25 and 465 are dropped on every host. Mail can go through a mail service on port 587 or its HTTPS API, or support can lift the block on request; see Mail. Spam is not allowed either way, as the Acceptable Use Policy says.
How do I get a Dedicated IP?
Section titled “How do I get a Dedicated IP?”Capacity starts with the Shared IP, whose price is the lowest for a small
instance. Choose Dedicated IP in the Address filter on Capacity
for an address of the instance’s own, and on a cloud host rent without
--gateway-tier. See
Kinds of public address.
My VPN inside a home instance stalls
Section titled “My VPN inside a home instance stalls”A tunnel inside a home instance needs a smaller MTU than the instance’s 1420; 1340 works for WireGuard. See MTU of a home instance.
Data and hosts
Section titled “Data and hosts”How is my data protected?
Section titled “How is my data protected?”Gigahost does not access the contents of your instances. The platform does not encrypt instance disks, and providers have physical access to their hardware, so encrypting sensitive data inside the instance is recommended.
Hosted backups are encrypted on the host before upload, with a key derived from your account key. That key never leaves your computer and Gigahost does not store it, so neither Gigahost nor its storage provider can read your backups, and they cannot be restored without your account key. See Backups.
What happens if a host fails?
Section titled “What happens if a host fails?”The provider credits the downtime at the multiple the offering’s SLA states. If a host is declared unrecoverable, billing for its instances stops and their reserved balance is released. Hosted backups can be restored on any other host. See SLA credits.
Can I move an instance to another host?
Section titled “Can I move an instance to another host?”Yes: a hosted backup restores to a new instance on any offering with at least the same disk size, approved with your account key. A local backup restores only on the host that stores it. See Backups.
Account
Section titled “Account”I lost my account key
Section titled “I lost my account key”Gigahost cannot reconstruct it, and offers no recovery path when every copy of the active account key is lost. See Migration is not recovery.
How do I log in to the website without the CLI?
Section titled “How do I log in to the website without the CLI?”Setting a website password with ghost account set-password lets you log in
with the account alias and the password. See Website password.
My instance does not boot after a reinstall or reboot
Section titled “My instance does not boot after a reinstall or reboot”The Console tab and ghost instance console-log show what the instance
wrote during boot. See Console. The
live console (ghost instance console)
follows a boot as it happens, and lets you log in with a password you set in
the instance when its network or SSH server keeps you out.