Frequently Asked Questions

Shared hosting is for lightweight websites with standard CMS (WordPress).
Cloud VPS is for more complex projects: full admin rights, backups, plan upgrades within the plan line, and OS reinstallation. The plan line includes: Cheap (250 Mbps port), Basic (500 Mbps), Premium (1000 Mbps), Storage (large disk + dedicated physical cores, backups not available), and Forex (for trading terminals).
Dedicated servers offer maximum performance and virtualization. Models with a graphics card are available, and unlimited traffic and additional IPv4/IPv6 can be purchased separately. Dedicated server specifications cannot be changed.

If the server was in stock at the time of ordering, provisioning takes up to 3 hours.
If the server was not in stock, provisioning takes 3 to 5 business days, as this is the time required to deliver components to the data center. Unfortunately, this process cannot be accelerated.
You can check current availability on the dedicated servers or the GPU dedicated servers. The availability of each configuration is shown below the initial setup price.

Available payment methods depend on the country in which you are registered. The complete up-to-date list for your account is available in the client area under “Payment Methods”.
Usually available:
• Stripe - Visa, Mastercard, and American Express bank cards;
• Cryptocurrency (Cryptomus) - from €1, USDT and alternative currencies;
• PayPal - only from a European account.

Yes: 3 days for Cloud VPS and one month for shared hosting.
To get it, top up your balance by €1 and order the service. The condition is that you have not previously used a service from the same product line (VPS for VPS, hosting for hosting).
The trial period is not available for every Cloud VPS plan: eligible plans on the website are marked with the “3-Day Free Trial” badge.

In the client area: “Services” → select the service type → click the gear icon next to the server → “Renewal” / “Renew” → “Automatic Renewal” tab → “Disable Automatic Renewal” button.

According to Section 5 of the Zomro Public Offer, the following are prohibited: malware, viruses, botnets, and tools for DDoS attacks and hacking; fraud - phishing, carding, financial pyramids; pirated content and torrent trackers; child pornography, promotion of terrorism and violence, sale of weapons, drugs, and unlicensed medicines; spam, cryptocurrency mining, and any abnormal load on the hardware.
If a violation is detected, the server may be blocked or deleted in accordance with the terms of the offer.

We forward all received abuse reports and complaints to the client, regardless of the server location, and provide a deadline for a response. Hosting prohibited content is not accepted; in the event of violations, we act in accordance with our regulations.
The rules for handling prohibited content and abuse complaints are described in Section 5 of the Zomro Public Offer.

Most likely, the server is under a brute-force attack. It is not targeted at you personally: bots scan all servers using the standard RDP port. Such attacks place additional load on the server and can cause errors.
What to do:
1. Install IPBan to automatically block attackers’ IP addresses.
2. Change the standard RDP port to a non-standard one.
3. Disable the lockout policy for the Administrator user.
If you need help with the configuration, contact technical support.

If the Cloud VPS has just been purchased, the Administrator password may not have been set. Set it manually through the VNC console: gear icon next to the server → “Console”.
If the server has been running for a long time, check the system language and keyboard layout, copy and paste the password instead of typing it manually, and make sure no extra characters were copied.
If you still cannot log in after checking these items, contact technical support.

Check whether the server has been paid for and is active.
If the server shuts down periodically, the Windows license trial period has probably expired (a notification appears in the lower-right corner of the desktop). Run `slmgr /rearm` in PowerShell and restart the server: the license will be extended for 180 days. This can be done up to 5 times.
If the server is active, open the console in the client area (gear icon → “Console”) and check whether the server has frozen and whether network connectivity is available. Freezing often indicates overload, for example too many running Forex terminals: reduce the load or upgrade the plan.
Also check whether your IP has been added to the IPBan rule block list in the firewall and whether there are any complaints or warnings about the server in the client area. If there is no network for an unknown reason, contact technical support.

First, make sure the server is paid for and powered on.
Check the server from different locations using CheckNode and from your own computer at the same time. If the server responds from external locations but not from your computer, the issue may be maintenance on intermediate network routes, traffic filtering upstream, or your IP being blocked by the firewall: run an MTR test and send the result to technical support.
If the server is unavailable from other locations as well, open the VNC console in the client area and check whether it has frozen and whether there are OOM killer messages indicating that RAM has been exhausted. In this case, reduce the load, increase the server resources, or add a swap file.
Also check whether you have received any tickets containing complaints or abuse reports.

First, check whether your internet provider supports IPv6.
Result 0/10 - your provider does not support IPv6, so you will not be able to connect to the server. Order a server with IPv4; you can delete this one and request a refund for the unused period by creating a ticket for the customer service department.
Result 10/10 - check in the client area whether the server is paid for and running, and contact technical support to determine why it is unavailable.

Most often, this indicates that the server has run out of disk space. Connect via SSH or through the console in the client area (gear icon → “Console”) and check:
• free disk space - `df -h` (the row where the Mounted on column shows `/`);
• free inodes - `df -ihT`.
If there is not enough disk space or not enough inodes, free them up. Disk space is commonly consumed by web server, database, and control panel logs, large backups, and temporary files.
After cleanup, check the services: `systemctl status mysql apache2 nginx`; if necessary, start the required service with `systemctl start mysql`.
If you need help with cleanup, contact technical support.

If you know the current password, you can use any of the following methods:
• Control Panel → “User Accounts” → select your account → change the password.
• PowerShell: `net user Administrator NewPassword`.
• Win+R → `lusrmgr.msc` → right-click the user → “Set Password”.
• In an RDP session, press Ctrl+Alt+End (or Ctrl+Alt+Ins) → “Change Password”.
Security policy requirements: at least 12 characters, uppercase and lowercase letters, numbers, and at least one special character from !-\_^:#@)(. The password must not contain the account name and must not have been used before.
If the current password is unknown, technical support can reset it using SystemRescue mode. The server will need to be restarted, so all programs will be closed and any unsaved data will be lost.

Connect to the server via SSH and run `passwd`, then enter the new password twice. For another user, run `passwd user`, where `user` is the required username.
For Cloud VPS, the password can also be changed in the client area: “Services” → “Cloud Services and Forex” → gear icon next to the server → “Change Password”.

Connect via SSH and run:
`v-change-user-password admin yourpass`
Replace `admin` with the username and `yourpass` with the new password. If the password contains special characters or spaces, enclose it in single quotes.

You can reset the password through the server console by following our guide to resetting the WordPress administrator password via the console.
Alternatively, use phpMyAdmin: open the website database → wp_users table → find the administrator user (usually the first user in the table) → edit the record → for the password field, select the MD5 hashing method, enter the new password, and save the changes.

In the client area: “Services” → “Cloud Services and Forex” → gear icon next to the server → “Reinstall OS” / “Rebuild”.

“Start” → “Settings” → “Time & Language” → “Language” tab → “Add a language” → install the required language together with its language pack and set it as the primary language. Then sign out and sign back in - this will terminate all active processes on the server.
Important: Windows Updates must be enabled to install a language pack through Settings. They are disabled by default on Cloud Forex servers to maintain terminal stability. To enable them: File Explorer → drive C: → Windows folder → run “Windows Update - Enable.cmd” and restart the server. After installing the language, you can disable updates again with “Windows Update - Disable.cmd” (also followed by a restart).
If you do not want to enable updates, follow our guide to changing the language in Windows Server and install the language pack manually.
If Cyrillic characters are displayed incorrectly, change the system locale: Win+R → intl.cpl → “Administrative” tab → “Change system locale” → select the language → “OK” → restart.

Cloud VPS and shared hosting: “Services” → “Cloud Services and Forex” / “Shared Hosting” → gear icon next to the service → “Change Plan” / “Resize” / “Change tariff”.
On older VPS servers, it may be possible to increase the number of cores, RAM, and disk space - contact technical support to confirm availability.
Dedicated server specifications cannot be upgraded.

Open `/etc/netplan/00-installer.yml` (the filename may be different) in the VIM editor - it handles YML indentation correctly.
In the `addresses` section, add a line in the format `- 0-255.0-255.0-255.0-255/24`, replacing the values with the actual new IP address. No other changes are required: the addresses use the same gateway.
Save the file and check the configuration with `netplan generate`. If there are no errors, run `netplan try`. If the server remains accessible, press ENTER to apply the settings permanently.

Check whether the server has been paid for and whether you have received a suspension notification in the client area.
If Windows is installed, look at the lower-right corner of the desktop: an expired license trial period causes the server to shut down periodically.
If the reason is unclear, specify what actions were performed before the server turned off and attach screenshots - I will forward the request to a specialist.

The Windows license trial period has probably expired - you can check this in the lower-right corner of the server desktop.
To extend the license, run `slmgr /rearm` in PowerShell and restart the server: the license will be extended for 180 days. Note that this procedure can only be performed 5 times.

If the server is active and accessible, wait about 15 minutes in the client area; the status will update automatically.
If you need the current status urgently, or if the server is inactive or not responding, specify exactly which server is affected and I will forward the request to technical support for investigation.

Check the current service status.
“Ordered” - the service has been ordered but not paid for. Place and pay for the order again; the previous order will disappear automatically after some time.
If the service is paid for and being activated, wait up to 1 hour from the time of ordering. If the server is not activated within that time, contact technical support and we will check the situation.

There may be a temporary spike in load or an update to the billing system may be in progress. Wait and try logging in again later - we apologize for the temporary inconvenience.
To rule out local causes: close and reopen the browser, clear the cache, open the page in incognito mode, try another browser or device, and also try a different network connection.

Stopped servers are retained for a limited period and then deleted automatically:
• dedicated server - 7 days;
• shared hosting - 14 days;
• Cloud VPS - 7 days if the service was active for more than one month, and 2 days if it was active for less than one month.
Deletion is automatic, and after deletion it is technically impossible to restore the data.

This happens when the domain owner’s email address has not been confirmed. The confirmation email is sent to the address specified during domain registration - also check the Spam folder.
After confirming the email address, refresh the NS settings in the client area: “Services” → “Domains” → “NS Settings”. You do not need to change them - simply click “Save” so the records are applied again.

Check that the domain uses our NS records: ns1.zomro.net, ns2.zomro.ru, ns3.zomro.com, ns4.zomro.su. If you have already changed them, check DNS propagation with CheckNode: this usually takes several hours but can take up to 24–48 hours.
Note that a domain can only be added in one place - either to DNS hosting or to shared hosting.
If the NS records are ours but the domain still cannot be added, check whether it is pointed to a server you do not recognize. In this case, contact technical support; for domains purchased elsewhere, also attach a screenshot from the registrar’s account confirming ownership of the domain.

To manage domain records, the domain must use our NS records: ns1.zomro.net, ns2.zomro.ru, ns3.zomro.com, ns4.zomro.su. You can change them in the registrar’s account or in our client area: “Services” → “Domains” → “NS Settings”.
If the domain is added to shared hosting, the records are managed in cPanel under “Zone Editor”.
In other cases, DNS hosting is required. We provide it free of charge (up to 50 domains) to customers who have any server: “Services” → “DNS Hosting” → “Order”. After ordering, click the gear icon next to it → “Go to Panel” (DNSmanager) and manage the records there.

Check on CheckNode.io whether the domain is active, whether it is blocked, and whether it has expired.
Make sure the owner’s contact email address has been confirmed; otherwise, the registrar may block the domain and display a Namecheap page instead of the website.
Also check that the domain is correctly pointed to your server’s IP address through its DNS records.
If all settings are correct but the issue remains, send the domain name and I will forward the information to technical support so we can investigate it in detail.

1. Make sure the server is paid for, running, and responds to ping, and that the domain is active and correctly pointed to the server.
2. Check the load with `top` or `htop`. Abnormal load may indicate a DDoS attack.
3. Check the services: `systemctl status mysql apache2 nginx`. If they are not running, start them and check the logs for the reason they stopped.
4. If you cannot access the server at all, open the console in the client area (gear icon → “Console”), check for OOM killer messages indicating that RAM has been exhausted, and check network connectivity with `ping 8.8.8.8`.
5. For a 500 error, check the web server logs - through the control panel (in HestiaCP, this is the binoculars icon next to the domain on the Web tab) or through the terminal.
If you still cannot determine the cause, reply in this ticket and I will forward the request to a specialist.

Make sure the hosting service is active and the domain is valid and correctly pointed to the server. You can check the domain and DNS propagation with CheckNode.
The domain is not pointed correctly: check our NS records and recreate the domain in cPanel - deleting it is safe because the website files directory is not deleted. When adding the domain, the “Share document root…” option must be disabled.
The domain is pointed correctly, but the website does not work:
• clear or disable the Nginx cache in the right-hand panel of the cPanel home page and open the website in incognito mode or another browser;
• check the plan limits: “Metrics” → “Resource Usage”. If the limits are exhausted, speed is restricted and a 503 error may occur;
• check the PHP version and enabled extensions. Enabled PHP-FPM may cause errors: in “MultiPHP Manager”, change the PHP version to any other version, apply the change, then switch back to the previous version - this disables PHP-FPM.
If nothing helps, reply in this ticket and I will forward the request to technical support.

First, check whether the changes you made were saved.
Then clear or disable the Nginx cache in cPanel - it is located in the right-hand panel immediately after opening the control panel.
Also open the website in incognito or guest mode, or use another browser or device.
If this does not help, reply in this ticket and specify the domain for which the cache needs to be cleared. I will forward the request to technical support to clear the cache on the DDoS protection side.

Open cPanel and disable the Nginx cache - it is located in the right-hand panel immediately after opening the control panel.
If you still cannot log in, try disabling your website’s CMS plugins.
Let me know if the admin panel remains unavailable after that, and I will forward the request to a specialist.

The panel can only be installed on a clean OS - Debian 11/12 or Ubuntu 22/24, without previously installed control panels or web servers; otherwise, data on the server may be lost.
Run the following commands in sequence:
sed -i 's/^#precedence ::ffff:0:0\/96 100/precedence ::ffff:0:0\/96 100/' /etc/gai.conf
wget https\://raw\.githubusercontent.com/hestiacp/hestiacp/release/install/hst-install.sh
groupdel admin
bash hst-install.sh -s panel.panel.net -e admin\@panel.net -y no -f -p 'Password' -u 'admin'
The first command lowers the IPv6 priority so the script can be downloaded from GitHub, the second downloads the installer, and the third deletes the admin group that prevents creation of a user with the same name. Replace `Password` with your administrator password and, if desired, replace `admin` with another username.
Installation takes up to 30 minutes, and restarting the server afterwards is recommended.

Before issuing the certificate, make sure that both the domain itself and all aliases specified in the panel (usually the www subdomain) point to your server.
Then: Web section → open the domain settings (click the name or pencil icon) → enable “Enable SSL for this domain” → select “Use Let's Encrypt to obtain SSL certificate” → click “Save” in the upper-right corner.
You can also generate a self-signed certificate or add your own certificate by entering its details in the corresponding fields and saving the changes.

The file manager was recently updated, while the panel has not yet been updated to match it, so after a new HestiaCP installation it may display errors. The developers provided commands to replace the faulty file:
cd /usr/local/hestia/web/fm/backend/Services/Session/Adapters/
mv SessionStorage.php SessionStorage.php.ori
curl -fsSLm20 https\://7j.gg/fmsesfix -o SessionStorage.php
After running these commands, the file manager should be available again.

A bug appeared in the latest panel update that causes FTP/SFTP to stop working. The commands below fix the relevant line in the SSH configuration and restart the service:
sed -i -E 's/(^Sub.\*internal-sftp)(.\*)/\1/' /etc/ssh/sshd_config
systemctl restart sshd
After that, FTP/SFTP should work again.

For a detailed procedure, see our guide to scanning a Linux server for viruses with Maldet.
Using ClamAV: install it with apt install clamav, update the databases with freshclam, and start the scan:
clamscan -ri --exclude-dir='^/proc|^/dev|^/sys' / -l /var/log/clamav.log
If a large amount of disk space is used on the server, run the scan inside screen so it is not interrupted if the connection drops: apt install screen → screen → start the scan. Detach from screen with Ctrl+A+D, return with screen -r, and close it with exit.
If scanning from the running system fails, it can be performed from SystemRescue mode as described in the guide above, replacing maldet with clamav.

Files on the hosting account are scanned by the antivirus built into the control panel.
Go to “ImunifyAV”, open the “Malicious” tab, and click “Start Scanning”. Wait for the scan to complete and review the results.
You can also scan the files with an alternative antivirus tool in the “Antivirus” section.

Check the number of requests from different IP addresses (the command automatically inserts the current date):
ISPmanager: cat /var/www/httpd-logs/\*.log \| grep "$(date +%d/%b/%Y)" \| awk '{print $1}' \| sort \| uniq -c \| sort -nr \| head -n 10
HestiaCP: cat /var/log/apache2/domains/\*.log \| grep "$(date +%d/%b/%Y)" \| awk '{print $1}' \| sort \| uniq -c \| sort -nr \| head -n 10
Attackers’ IP addresses can be blocked in the firewall, but this is only a short-term solution because the addresses change. A more reliable option is to use a third-party DDoS protection service such as Cloudflare.
If there is no attack and the server simply lacks resources, upgrade the Cloud VPS plan or optimize the server load.

Specify where exactly the low speed occurs.
Between your device and the server - check your local connection and packet loss using MTR. The issue may be caused by your local ISP or maintenance along the network route.
On the server itself - test the connection with iperf3 by choosing a suitable host from the public iperf3 server list. Choose a server with a port speed higher than that of your service. The cleanest measurement, without the influence of third-party software, can be obtained in SystemRescue mode (gear icon → “Boot from ISO”) while connected through the VNC console: iperf3 is already installed there.
Also check whether the traffic limit has been exhausted (service list, corresponding column, or the network traffic tab) and whether there are any network notices or complaints about your server in the ticket system. If the limit has not been exhausted and there are no notices, send the full information and test results and I will immediately forward the request to the technical department.

Total free space - `df -h` (the row where the Mounted on column shows `/`). Directory sizes - `du -sh /*`; for a deeper level, for example, `du -sh /var/log/*`.
The most common causes are:
• Logs. Cleanup: `journalctl --vacuum-size=100M`, then `find /var/log -type f -name "*.gz" -delete`, and similarly for files matching `*.[0-9]*` and `*-[0-9]*`.
• MySQL 8.0 binary logs. Run `PURGE BINARY LOGS BEFORE 'yyyy-mm-dd hh:mm:ss';` (keep logs for the last few days), add `binlog_expire_logs_seconds = 604800` to the configuration, and restart the service with `systemctl restart mysql`.
• Backup files. Delete them with `rm <PATH_TO_FILE>` - use this command very carefully to avoid deleting required data.

On Linux, use `top` and `htop`.
The main CPU load indicator is Load Average: three values for 1, 5, and 15 minutes. A whole number represents 100% load on one core, so LA 3.2 means three cores are fully loaded plus 20% of a fourth core (in practice, the load is distributed evenly across all cores). If the number of cores is lower than the LA value, the CPU is fully loaded.
If the load is abnormal, check the websites for a DDoS attack and scan the server for viruses.
On a Windows server, load can be viewed in Task Manager.

The complete step-by-step procedure is available in our guide to transferring Forex trading terminals from ForexBox to Zomro. Follow the instructions in the guide to transfer the terminal files and settings correctly.

You will need an archive of the website files and a database dump. Example for HestiaCP and the domain something.com.
On the old server:
cd /home/admin/web/something.com
tar -czvf something.tar.gz public_html
mysqldump admin_something > admin_something.sql
rsync -av something.tar.gz admin_something.sql root@<NEW_SERVER_IP>:/home/admin/web/something.com
Check the database name in `public_html/wp-config.php`. The domain must already be added to HestiaCP on the new server.
On the new server:
cd /home/admin/web/something.com
rm public_html/*
tar -xf something.tar.gz
chown -R admin: public_html
chown admin:www-data public_html
mysql admin_something < admin_something.sql
Create the database in the panel beforehand - you can use the same database name, username, and password. If the credentials are different, update the connection settings in `public_html/wp-config.php`.

The migration is performed using a backup and an image:
1. Create a backup: “Services” → “Cloud Services and Forex” → gear icon next to the server → “Go to Info Page” → “Backup” tab → “Create Backup”.
2. Copy the image: “Services” → “Images” → copy icon next to the created backup → select the location.
3. Deploy the server: “Services” → “Images” → “Play” icon (create a server from this image) → select an available plan.
Unfortunately, the IP address cannot be transferred to another server.