This below is where we got started - the ref number should make it easy for you to sort: > Procedure: L0020649F > Person: [redacted] / Kiwix > Cause: Hello, > > Starting this morning (December 1st at 00:00 UTC), our servers went down. > We received zero email nor notification of any kind from you. > Looking for a way to contact you, I looked into this Unlock tab that list an incident > that matches the time the problem started. > > It's been close to (12) hours already, without a single message from you. Our services > are down. > > In the Robot dashboard, there is no server listed. In the Traffic statistics page, it > says we have no IP. > In the Cloud dashboard, we cant even enter, it says Access Denied. > > What's going on? The billing page is reachable and it indicates we paid all our > invoices and the next one is to come in 5 days. So it's not a payment issue. > > I checked > https://docs.hetzner.com/robot/dedicated-server/troubleshoot... > > I am not sure if we're locked because the traceroute does not lead to > blocked.hetzner.com > Because the server is not listed, we cant use the whitelist or any other tool. > > Please restore the service immediately. > Please let us know what kind of issue there is if there is one. > > Only restoring SX65 #2453510 (135.181.224.247) is urgent. The two cloud ones can be > sorted out later.
We got two more emails from Hetzner the day after that (Monday 2) but none addressing the root issue. Our account access had been locked by then anyway so we had to call up Germany; you should be able to document that as well.
Not sure HN is the best place to compare notes but hey, happy to meet you where you feel comfortable responding.